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 recommended 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 Fibre or Wireless broadband connection, you will be provided with a router (postage & packaging costs $14.95). Our ADSL and VDSL plans will require you to supply your own router. Prior to connection, you will need to check that your router 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 router 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.

Effective 13 May 2022

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 broadband bundle discount no longer applies if you switch energy provider during the 24 month term. Your price for broadband applies for the Term. The term of the Agreement for power and internet services (Term) is 24 months.This offer is not available in conjunction with any other fixed term power and broadband bundle offer, or with certain fixed term broadband only or energy only offers. This offer may be available in conjunction with certain other Trustpower offers.

Term commencement for wireless broadband, ADSL/VDSL and FibreClassic
If you have signed up for wireless broadband, ADSL, VDSL, or FibreClassic, the Term starts at the end of any cancellation period that applies to you, or when your broadband and power services have both been connected with Trustpower, whichever is the later.

Term commencement for FibreMax – Tier One Joining Reward selected
If you have signed up for FibreMax and have chosen a Tier One Joining Reward, this Term starts at the end of any cancellation period that applies to you, or when your broadband and power services have both been connected with Trustpower, whichever is the later.

Term commencement for FibreMax – Tier Two or Three Joining Reward selected
If you have signed up for FibreMax and have chosen a Tier Two or Three Joining Reward, this Term starts at the end of any cancellation period that applies to you, or when your FibreMax and power services have both been connected with Trustpower, whichever is the later.

Interim Services
If you have chosen FibreClassic or FibreMax, and elected to take an ADSL/VDSL or wireless broadband service until fibre is connected, you will pay the ADSL/VDSL or wireless broadband prices until the fibre is connected, and the applicable fibre price for your chosen fibre plan once connected to fibre. If you sign up for FibreMax and choose a Tier Two or Three Joining Reward there is no fixed term for ADSL/VDSL or wireless broadband interim service, and you can cancel the interim service at any time without needing to pay any exit fees.

Joining Reward
The Joining Rewards that you can choose from as part of this offer are determined by the broadband plan that you choose when you sign up for this offer. It is possible to upgrade to a different range of products by making a Top up payment upfront. There are three ranges of products available:

1. Products available on all Broadband services (Tier One)
2. Products available only on FibreMax (Tier Two)
3. Products available only with Top up payment (Tier Three)

Wireless, DSL and FibreClassic customers can upgrade to a higher Tier product by making a Top up payment upfront as follows:
1. Upgrade to Tier Two product: Top up payment of $500
2. Upgrade to Tier Three product: Top up payment of $800

FibreMax Customers can upgrade to a Tier Three product by making a Top up payment of $300.

Change to Upgraded Joining Reward
If you have chosen to make a Top up payment to upgrade your Joining Reward, and subsequently wish to change your Joining Reward, Trustpower may in its discretion permit that change prior to the commencement of this Agreement.
If your new Joining Reward selection requires a Top up payment, you will need to make a new Top up payment for the new Joining Reward you have selected. Your Top up payment for your previously selected Joining Reward upgrade will be refunded. If your new Joining Reward selection is available on your broadband plan without a Top up payment being required, your Top up payment for your previously selected Joining Reward upgrade will be refunded.
If you cancel this Agreement prior to this agreement commencing, your Top up payment will be refunded. If you change your broadband speed selection prior to the commencement of this Agreement, please contact Trustpower for details of the impact this will have on your selected Joining Reward. If your selected Joining Reward is available without payment on your new broadband speed, your Top up payment will be refunded. If your selected Joining Reward is available for a different Top up payment amount on your new broadband plan, you will need to make a new Top up payment, and your previous payment will be refunded. All refunds will be made to your nominated bank account within 10 days of the change or cancellation (as applicable).

Exit Fee

If you terminate or switch either power or broadband providers within the Term you’ll need to pay an exit fee (this will be added to your next account). This exit fee varies depending on which Joining Reward you receive as part of this offer, and will reduce by a set amount each month over the term of your Agreement, as set out below. An exit fee is only payable once during the Term.

If you choose to take the Product Upgrade option, and upgrade the Joining Reward you receive by making a Top up payment to access a higher Tier product, the exit fee for that higher Tier product is based on the exit fee for the equivalent type of product on the reward Tier for your broadband service, as set out below.

Tier One Joining Reward exit fees 

Tier Two Joining Reward exit fees for FibreMax customers

Joining Reward exit fees with Product Upgrade

Tier Two exit fees for upgrading wireless, DSL and FibreClassic customers

Tier Three exit fees for upgrading wireless, DSL and FibreClassic customers

Tier Three exit fees for upgrading FibreMax customers

 

†† 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 our privacy policy (available at www. trustpower.co.nz/privacy-policy), 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