Your joining reward will be ordered once your 10 day cooling down period has ended and all services have been connected. Delivery will be attempted within 20 working days. We will supply you with your track and trace number once the order has been confirmed.

Delivery time frames are subject to change and depend on stock availability.

For electricity and reticulated gas, we aim to have your property switched to Trustpower from your current provider within 10 working days.

For broadband, most copper internet services are connected within 10 business days of sign-up. We aim for these to be connected as soon as possible, however connections are subject to Chorus contractor availability.

Fibre services require more work to be connected. For all new fibre installations there are three phases; scope, build and connection. A standard dwelling is typically connected in 4-6 weeks. Multi dwelling units such as apartment buildings or shared access way installations are commonly connected in 8-10 weeks. If fibre is already installed at your property, services are usually connected faster than the timeframes mentioned above, however, it is still subject to technician availability.

If you’re joining Trustpower for power or gas, there is no need to contact your current provider to cancel your account. Trustpower will organise this for you.

It is recommend that you contact your previous internet provider to confirm your services are disconnected with them once your internet connection has completed with Trustpower. In some cases, we will organise the transfer on your behalf, however, if you are changing connection types (e.g. previously on VDSL and have joined Trustpower for a fibre connection), this is not always possible.

If you’re joining Trustpower for a broadband connection, you will be provided with a modem (postage & packaging costs $14.95). However, if you would like to use your own modem, you are more than welcome to. Prior to connection, you will need to check that your current modem is compatible with the connection type you have signed up for with Trustpower. Our technical support team can assist you with this, and any other changes you may need to make to your modem settings.

Throughout the duration of your 24 month contract, you are more than welcome to change your fibre speed to a higher speed option, however, your monthly pricing would increase accordingly. You would not be eligible to downgrade your speed or data amount while still in your contract period.

*Offer available to new residential customers taking power and broadband together at one property. Offer excludes wiring and maintenance, and any extra line services. This offer is not available to customers who have had their services with Trustpower within the last 12 months. This offer may be subject to change or expiry without prior notice. We are not obliged to provide you with services unless we accept your application. We can decide whether or not to accept any application and credit criteria may apply. The bundle discount no longer applies if you switch power provider during the 24 month term. Your price for broadband applies for the Term. The 24 month term starts 14 days from the date of your confirmation letter, or when your broadband service is connected with Trustpower whichever is the later.

Exit Fee

An exit fee is payable if you switch or terminate your power or broadband services during the 24 month term. This exit fee varies depending on which joining reward you receive. 

• If you choose the Samsung 255L Fridge (model SR255MLS) the exit fee is $700.
• If you choose the Samsung 336L Fridge (model SRL336NW) the exit fee is $850.
• If you choose the Samsung 450L Fridge (model SRL445BLS) the exit fee is $1,200.
• If you choose the Samsung 696L Fridge (model SRS694NLS) the exit fee is $1,400.
• If you choose the Samsung 7.5kg Washing Machine (model WW75J4213IW/SA) the exit fee is $800.
• If you choose the Samsung 7.5kg AddWash Washing Machine (model WW75K54E0UW/SA) the exit fee is $950.
• If you choose the Samsung 8.5kg Washing Machine (model WW85M74FNOR/SA) the exit fee is $1,400.
• If you choose the Samsung 43” Smart Television (model UA43RU7100SXNZ) the exit fee is $700.
• If you choose the Samsung 55” Smart Television (model UA55RU7100SXNZ) + Samsung 2.1 Channel 200W Soundbar with Wireless Subwoofer (model HW-R450/XY) the exit fee is $1,100.
• If you choose the Samsung 65” Smart Television (model UA65RU7100SXNZ) + Samsung 2.1 Channel 200W Soundbar with Wireless Subwoofer (model HW-R450/XY the exit fee is $1,300.
• If you choose the Premium Samsung Soundbar with Dolby Atmos (model HW-Q70R/XY) the exit fee is $700.
• If you choose the Samsung 8kg Heat Pump Dryer (model DV80M5010QW/SA) the exit fee is $1,400.
• If you choose the HP 14” Laptop (model 7PU97PA) the exit fee is $800.
• If you choose the HP 15” Laptop (model 7AC58PA) the exit fee is $1,100.
• If you choose the HP Pavilion 14” Laptop (model 7AC57PA) the exit fee is $1,400.



† We aim to provide the fastest speed available on your broadband connection for your broadband plan, which is up to 100mbps download speed and up to 20mbps upload speed when you are on the 100/20 fibre plan. For the 200/20 fibre plan this is up to 200mbps download speed and up to 20mbps upload speed. For the FibreMax plan this is up to 700-900mbps download speed and up to 400-450mbps upload speed. The speeds listed under each plan refer to theoretical maximum speeds, however actual speeds may vary and are affected by many factors which may be outside our control including the device you are using and its capabilities, your operating system and web-browser, and if you’re connecting wirelessly to your modem and the number of devices connecting via wifi.

†† Non-standard fibre - If your home is more than 200m from where the fibre cable access point is on the street, or you need additional internal wiring there may be an additional installation cost. ADSL or VDSL Broadband - If you do not already have an active phone and/or broadband connection there is a connection fee (minimum connection fee $63). If a technician is dispatched to the property or exchange in order to complete the connection there may be further charges up to $263.53. Should additional non-standard work be required to complete your connection, a quote will be provided.

In the event that our supplier is unable to provide the exact model specified Trustpower will work with them to determine a replacement model of equal or greater value. If this occurs we will contact you to advise of the details of the new product. If you choose not to accept the replacement product, you can terminate the agreement without paying any exit fees.

In order to provide you with your joining reward , we will need to disclose some of your personal information to our supplier. They may also need to disclose this personal information to their service providers (such as their logistics partner or courier provider). Your personal information will be held and disclosed in accordance with the provisions of the Privacy Act 1993, and will only be used by our supplier and their service providers in order to provide you with services in relation to your joining reward.

In the event that you change your mind about your joining reward after you have selected it (for example if you upgrade your broadband plan and wish to exchange your joining reward for a model available on the upgraded plan), Trustpower may in its discretion permit that change, and you will be charged a change fee of an amount that will vary depending on the joining reward you are changing and the area you are located in. Joining reward will only be accepted for exchange if they remain unopened in their original packaging. Change fees will not apply to any exchange due to the incorrect joining reward being delivered by Trustpower, or to any exchange due to a fault with the joining reward pursuant to consumer protection legislation

Full terms available at www.trustpower.co.nz/youchooseofferterms