FAQ's about Voyager's response to COVID-19
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.
Keep checking this page for updates as the situation evolves. If you can't find your answer here, please feel free to contact our support team.
I need to increase my speed for broadband. How do I do this, and can I still do this during the lockdown?
If you already have fibre installed, you can still upgrade to a faster fibre plan during lockdown. The Voyager team is operating this process as usual during this time. However, upgrades from ADSL/VDSL to fibre may not be available during the lockdown period due to restrictions on site visits for installations. You can check what services are available at your address using our Broadband Checker. For upgrades, please submit the change of speed request here
How is Voyager managing technician visits during COVID-19?
We have received confirmation from our suppliers that during Level 4 lockdown they will be focusing on two areas:
- Fault Restoration – specifically where the fault is related to medical or high priority emergency work.
- Provisioning – for orders where there is a medical or emergency requirement.
For both faults and provisioning, where a technician is required to attend a residence, the supplier will call the customer ahead of the appointment to confirm they’re comfortable with a technician visit. If they’re not comfortable, the supplier will reschedule the appointment to a future date.
As the situation continues to evolve, we will continue providing updates as we receive them.
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 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.
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.