The Voyager staff is fully on board, keeping our customers connected during this difficult and uncertain time. Here are the answers to some Frequently Asked Questions our customers have been contacting us with.
I need to increase my speed for broadband. How do I do this, and can I still do this during the lockdown?
Yes, you can still upgrade your broadband speeds during the lockdown. The Voyager team is operating as usual during this time. The only limitation is if your property does not currently have fibre available and needs it installed. Fibre installers are unable to perform installations during the lockdown. You can check what services are available at your address at https://voyager.nz/home. For upgrades, please submit the change of speed request here
Why is my speed slower than usual?
As the whole country is in lockdown, all networks across New Zealand are experiencing higher traffic than usual. Since all residential customers share the same network, it will affect the bandwith. The Voyager network is equipped to handle the load, however you may notice a drop in quality of Netflix, as Netflix has reduced its bit rate by 25% across New Zealand to ease the load. This is something they have implemented across all networks.
How can I check my data usage?
All of our residential connections are on unlimited data plan, so you don't need to worry about running out! However, you can still check your data usage using this link: https://voyager.nz/myaccount/usage
How is Voyager managing technician visits during COVID-19?
Voyager is continuously working closely with local fibre suppliers to understand what effect the lockdown has on technician appointments. We will update you as soon as we can if there is any change to or impact on your appointment.
How do I connect to my work VPN?
Voyager does not block ports or IPs in general on our network. So as long as you are connected to your home connection via ethernet or wifi, you should be able to connect on your employer's VPN.
How do I access my Voice mail ?
Dial *97 and enter your mailbox number and your pin.
I can no longer move address because of the lockdown. How do I cancel my move of address order?
Please reply to the order email you received from us or send a new email to cancel the order here: https://voyager.nz/support/contact. If it is urgent, call our support team on 0800 4 SPEED as soon as possible.
Will there be any delays with the shipping for my router due to the lockdown?
Due to the current circumstances, we are experiencing some delays with suppliers and shipping. We are doing our best to ensure we get the router to you as soon as possible, so we appreciate your patience.
Can I get a static IP address for my home Internet?
Yes, you can purchase a static IP for your residential broadband service. We charge a one-off fee of $14.95.