Below is a list of commonly asked questions about Skinny Unlimited Broadband
Please choose a category below to take you straight to that section.
Getting Skinny Unlimited Broadband
About the Skinny Smart Modem
Your Skinny Unlimited Broadband Account
Network & Speed
Why should I choose Skinny Unlimited Broadband?
If you’re after a good price, why wouldn’t you?! Skinny Unlimited Broadband is unlimited, naked (no landline) broadband that you can get at your good old Skinny prices. We keep it easy: it’s the same great price for ADSL, VDSL, or Fibre and we simply offer you the fastest broadband that you can get at your place. We also offer a new pricing option. Depending on how much you want to pay per month, you choose whether you want a 12-month contract plan or a leave-anytime, no contract plan.
Who is Skinny Unlimited Broadband for?
Skinny Unlimited Broadband is a quality broadband service for people who use lots of data and don’t want to pay through the nose for it! We keep it as simple as possible, so it’s perfect for residential customers who don’t need a landline.
I’ve heard the words ’naked broadband’ used a lot, what is it?
Naked broadband’ is simply a term that means ’broadband without a landline. If you don’t need a landline, and you’d rather not have to pay for one, then Skinny Broadband is for you!
What happens to my landline if I switch to Skinny Unlimited Broadband?
Skinny Unlimited Broadband is naked, so if you had a landline with your previous provider, you’ll lose your landline when you make the switch to Skinny. But, let’s face it, you probably rarely, if ever, used it, right?
What’s the deal with the contract plan? Do I have to get a contract?
Nope, it’s your choice. You don’t need to have a contract if you don’t want one. It’s all about how much you want to pay upfront. We’ve introduced Skinny’s contract plan as a way to offer an option to include the modem and connection fee in the contract cost. We’ve kept it nice and simple! Once you sign up for this plan, you’re with us for 12 months at $73 and up per month. If you leave before your 12 months is up, you’ll be charged based on a two-tier system early termination fee to cover any costs we incur as a result of you exiting your 1-year plan early. If you want to cancel your contract in the first 6 months, you'll be charged $199. If you've stayed with us for more than 6 months but are still wanting to cancel before your contract is up, you'll be charged $99. That’s it!
We’ve got a great no-commitment Skinny Unlimited Broadband deal, also from $73 and up each month. You just need to pay for the modem (yours to keep for $99) and a one-off connection fee of $49, and then you’ve got enough broadband to last until the cows come home.
Who do I contact if I get stuck and need help?
You can call our award-winning care team on 0800 475 4669 (0800 4SKINNY) between 8am-7pm Monday to Friday, and 9am-5:30pm Saturday. Skinny is digital-only on Sundays and public holidays which means you can chat with us from 9am - 5.30pm.
What’s the difference between Skinny and Bigpipe broadband?
Skinny Unlimited Broadband happily uses the same network as Bigpipe for the great stability and speeds, just like Skinny Mobile happily uses Spark’s 4G network for the same reasons. They are however very different brands. Skinny Mobile is committed to offering super low prices in broadband with the same award-winning service they offer in mobile, meaning a big win for Kiwi consumers looking for more data at great prices."
Getting Skinny Unlimited Broadband
Can I get Skinny Unlimited Broadband?
The best way to check this out is to head to skinny.co.nz/broadband and enter your address in our address checker after you’ve selected the ‘Unlimited’ button. We’ll then let you know the best available plan at your place and you can sign up! If you aren’t in a Skinny Unlimited Broadband area, check out our awesome Skinny Wireless 4G Broadband options which use a different technology so might be available at your place instead.
What’s all this about a standard connection fee?
When you sign up for Skinny Unlimited Broadband, we provide a standard broadband (ADSL, VDSL or Fibre) connection. This is either a one-off payment of $49 or free on our 12-month term. Our standard fee covers the cost of a Chorus, Enable of UFF technician coming out to connect you up or switch your line over to Skinny. It doesn’t usually require the tech to come out to your house, however, they might choose to come out just to be sure everything’s working as it should - so keep your phone on you, just in case! There’s no charge if they decide to come out, however, if you request an extra jack point or some internal wiring, there will be an additional cost. They’ll let you know before they turn up on your doorstep.
Can I purchase Skinny Unlimited Broadband over the phone?
No. You need to purchase plans online on our website so we can check your address and make sure you can get it. If you’re having problems, give us a call on 0800 4 SKINNY. Our team is more than happy to talk you through the process.
Why can’t you sign me up for Skinny Unlimited Broadband over the phone?
We’d love to, but to protect your security and capture your payment details, you’ll need to head to our website and follow the process there. It’ll take less than 5 minutes to do and then you can sit back and relax while we take it from there.
Is Skinny Unlimited Broadband suitable for businesses?
Skinny Unlimited Broadband is designed for residential customers only. Skinny Unlimited Broadband isn’t a business-grade service, but if you’re happy with that, you’re more than welcome to sign up. Just heads up that our terms and conditions don’t cover businesses. We always work to get your connection back up and running ASAP, but we don’t offer business downtime agreements like you’d expect from a business-grade service.
I’m on Skinny Wireless 4G Broadband. How easy is it to make the move to Skinny Unlimited?
We can definitely understand why you’d want to take advantage of no data caps on our unlimited plan! Because Skinny Wireless 4G Broadband plans and Skinny Unlimited Broadband use different technologies to connect to the internet, there’s a bit of a process to get you switched over.
Skinny Wireless 4G Broadband uses a modem that connects via Spark’s 4G network. Skinny Unlimited Broadband uses a different kind of modem and either ADSL, VDSL or Fibre (a fixed line) to get you connected. We’ll need to book in a technician to connect you up, and sometimes install a jack point at your home. We deal with Chorus and Local Fibre Companies (or LFCs - Chorus, UFF or Enable) to connect you up. We need to book their technicians in advance. The connection process can take anywhere from a couple of days (for an easy ADSL connection, for example) to several months (for Fibre when there’s a waiting list).
Having said all that, we’ll keep you informed along the way and make it as easy for you as possible! And you can definitely keep your Skinny Wireless 4G Broadband until your Skinny Unlimited Broadband connection is complete.
How long will it take for me to get Skinny Unlimited Broadband?
How long it takes to get connected will depend on which of our plans is available at your place. ADSL, VDSL and existing Fibre connections normally take 5-7 working days to be connected. If you don’t already have Fibre installed at your place, it can take longer - sometimes three months or more. Don’t worry - we can usually provide you with a temporary ADSL connection while you wait for your fibre to be installed so you won’t be without. Note: There may be an extra cost for such a temporary connection.
What does the connection process for Skinny Unlimited (ADSL or VDSL) involve?
When you sign up for Skinny Unlimited Broadband, we’ll hook your place up with the fastest type of connection available at the address. Fibre is the fastest, but if you can’t get Fibre at your address, we’ll connect you up on either ADSL or VDSL, whichever is the fastest available to you.
ADSL and VDSL are provided through the Chorus network, and the existing jack points at your address. All you need to do to get connected is hook up the modem to one of the jack points at your place, and as soon as the line is live you’ll be up and running! Check out this link for more info on how to connect up a Skinny modem on a DSL based broadband connection.
After you’ve signed up with us, we’ll process your order and send out your Skinny Smart Modem. We’ll confirm the track and trace info via email. Once we have confirmation on when your line will be hooked up we’ll let you know, also in an email. It generally takes between 5 and 7 working days for a DSL line to be connected, but this can vary depending on local technician availability.
On the day your connection is due to go live make sure you leave your modem connected up to a jack point and turned on. This way after the tech connects the line they’ll be able to see the modem connecting, as will we when we get a notification that the order has completed.
It’s also a good idea to keep your phone with you and turned on in case the technician needs to contact you on the connection day.
Once we’ve had confirmation from Chorus that the order has completed we’ll let you know via email.
If you have any queries on your connection during the process you can either reply to one of our emails or call us on 0800 4 SKINNY.
What does the connection process for Skinny Unlimited (Fibre) involve?
When you sign up for Skinny Unlimited Broadband, we’ll hook your place up with the fastest type of connection available at the address. If you’re lucky enough to have Fibre already installed at your address, or available on your street, this means we’ll connect you up with the latest and greatest Fibre network!
After you sign up at skinny.co.nz/broadband, we’ll send out your Skinny Smart Modem, and confirm the track and trace info via email. Along with this we’ll let you know what’s happening with the Fibre connection process.
The process for getting Fibre installed for the first time is a bit different to the traditional copper-based broadband service. Fibre is delivered through fibre optic cables, which in many cases means a technician will need to come around to your place to install new cables to your property, as well as a fibre box (ONT or Optical Network Terminal). The ONT is the device which converts the fibre signal to an Ethernet signal so you can hook up your router. The ONT, its power cable, and the fibre cable belong to your Local Fibre Company or LFC (Chorus, UFF or Enable, depending on where in New Zealand you are).
If you’ve already got Fibre installed at your address, or if someone who lived at your place previously had Fibre we should be able to hook you up in 5-7 working days using the existing ONT - all you’ll need to do is plug in the router when it arrives, and once we’ve confirmed the order has completed you should be ready to jump online!
If Fibre is available in your street but hasn’t yet been installed, we’ll start this process for you. Depending on the situation at your address, consent for your Fibre install may be required. If you’re living in a free-standing property and don’t have a shared driveway, or live on a right-of-way, it’ll be a simple matter of booking the tech visits, and getting it all installed. Depending on where in NZ you are, we’ll either confirm with you via email your scope and install dates, or the local fibre company will phone you to confirm.
If you’re living in a house with a shared driveway, right-of-way or are living in multi-dwelling unit (eg an apartment building) the Fibre install can take a bit longer, as everyone involved will need to give consent. This usually means that consent will be needed from the property owner, as well as any neighbours who share any property the fibre cable will need to cross to get to your place.
In most cases, the local fibre company will organise the consent process for your install, and we’ll keep you informed along the way. In some cases, you may need to get permission from your landlord or neighbours. If this is the case for your place we’ll confirm this for you via email.
After consent is all sorted, the scoping and install processes can begin. For the scoping visit, a technician will come around to your place to work out the best way to install the fibre cabling. You’ll need to be at home on the day to speak with the tech on what the best option for your install will be.
After the scoping install, technicians may begin the external cabling work at your property, in order to get the cable from the street to your property. You won’t need to be at home for this part of the process.
For the install visit a technician from the local fibre company will visit your property and complete the final parts of your Fibre install. This involves bringing the fibre cable into your house, and into the area where the ONT will be installed. After the ONT has been installed you just need to hook up your router, and you’ll be up and surfing!
If you have any queries on your connection during the process you can either reply to one of our emails or call us on 0800 4 SKINNY.
Can I keep my existing broadband and just add Skinny Unlimited as a second line?
Yep, not a problem! We can install ADSL or VDSL on a second line if the cabling already exists. If you’re on Fibre, we’ll need to ensure that your copper line (ADSL or VDSL) hasn’t been removed during the Fibre layout though. We don’t usually offer a second Fibre connection, but we’ll do it on a case-by-case basis if we can’t remove the existing line.
I currently have Fibre with another ISP. Can I move to Skinny Unlimited Broadband?
Yes, if you’re in one of the Skinny Unlimited Fibre areas, it’s super easy to transfer you over to us. The process usually results in less than an hour’s downtime. To make the switch, place an order on our website. We’ll get back to you quick as a flash to confirm the switch date (usually within a week).
Once you’ve got your transfer date back from us, you’ll need to contact your current ISP so you’re not double-charged. Just make sure you let them know the transfer date as otherwise, they may cut you off too early.
Who is Chorus?
Chorus is New Zealand’s largest fixed-line (phone, DSL, and Fibre) communications infrastructure provider, supplying 90% of all fixed network connections. Chorus provide and maintain the copper lines that most of New Zealand’s internet traffic runs on.
If you’re on Skinny Unlimited Broadband (ADSL or VDSL), the lines will be provided by Chorus. They also provide Fibre infrastructure in many parts of New Zealand. They are an entirely different company to Skinny. We, along with every other ISP in New Zealand, lease capacity on Chorus’ lines in order to provide our broadband service. Skinny is also responsible for arranging it, so Chorus does what it needs to do to get you connected to the internet.
This arrangement means that you may hear quite a bit about Chorus when you are getting an internet connection set up with us. We will always try to specify when something is our responsibility or a Chorus dependency. If, for example, you need a technician to come and sort out your internet, it’s not a Skinny tech who visits. It’ll most like be a Chorus contractor.
For most copper (ADSL or VDSL) and existing Fibre connections, you probably won’t hear from a tech at all. We’ll let you know if your connection needs Chorus involvement.
For new Fibre connections, it’s a different story! Chorus play a large part in the NZ Fibre rollout, which is providing Ultra Fast Broadband (Fibre) to most of the country. If you live in Auckland, Wellington, Dunedin, Invercargill, Palmerston North, or a number of other cities, Chorus is responsible for the Fibre build in your area. In other locations, Fibre is being rolled out by other Local Fibre Companies (LFCs).
Do I get a Skinny email address?
We don’t offer Skinny email addresses. If you’ve got an email with your current ISP and you want to keep the address, you’ll need to get in touch with them to hold onto it. They may charge you a fee to keep it, but make sure you contact them before you switch over in case they cancel it.
Otherwise, there are excellent free email services like Gmail or outlook.com, and they’ll work just fine on Skinny too!
Can I get a Static IP address?
Unfortunately, we can’t offer Static IP addresses. This means you can’t use your modem as a gateway server or for services like hosting particular games.
About the Skinny Smart Modem
Can I use my own modem?
No. To snap up the great Skinny Unlimited Broadband offer, you’ll need to purchase the super-speedy Skinny Smart Modem. This modem has been set up specifically to make the most of the network so you get the best speeds possible.
I’m on Skinny Wireless 4G Broadband - can I just use that modem?
Nope, sorry. The current modem is for our 60GB, 120GB, or Uncapped Wireless 4G Broadband plan and is incompatible with ADSL, VDSL, and Fibre so it’s unsuitable for the Unlimited plans. To snap up the great Skinny Unlimited Broadband deal, you’ll need to purchase our fantastic Skinny Smart Modem (which is also free if you sign up for a 12-month term plan).
How much does the modem cost?
If you take up our 12-month term, there’s no charge. If you take up our no-contract plan, you can get it at the Skinny price of $99 with the delivery fee of $10.
Can I keep the modem if I leave?
No matter whether you’re on contract or not, if you decide Skinny Unlimited isn’t for you, the modem is yours to keep. If you do leave before your contract is up, there will be an early termination fee of $199 (within the first 6 months of your contract), $99 (after the first 6 months of your contract).
What if something happens to my modem?
If you do find that something is not working quite right, you should get in contact with us so we can help as much as we can. These scenarios include:
- Modem/device defect
- Power/electricity complications with the modem or AC power adapter
- Out of box failure
In the event that your modem falls under the condition outside of our warranty, you should get in contact with us so we can discuss your options moving forward. These scenarios include:
- Modem misplacement/loss
- Physical damage of the modem
- Water damage
Please note that a replacement modem for the above reasons will cost $199.
What if I change my mind?
If you’ve changed your mind or you’re not happy with connection speeds (after going through troubleshooting and no fault is found from our end), here’s what’s going to happen:
|Open Term||Contract Term|
|Not yet connected?||
How many devices can I connect to my Skinny modem?
You can connect as many computers, tablets, laptops, and smartphones as you want. Just remember that every device connected will slow your speed a little bit as the modem works harder to deliver broadband to each device. If you connect too many devices, your broadband won’t work very well.
Where can I recycle my old or unused modems?
As you know we don’t have our own retail stores, so we’ve convinced the team at Spark to let us use theirs! You can now take any old or unused modem into your local Spark retail store and drop it in the device recycling bin in-store.
How do I set up my Skinny Smart Modem?
Instructions for setting up your Skinny Smart Modem are on the box sleeve that the modem comes in. If you’re having trouble, just give us a call on 0800 4 SKINNY and we’ll help walk you through it.
Your Skinny Unlimited Broadband Account
What are your fees to sign up?
There is a $49 sign-up fee for our no-contract, leave-anytime connections, plus you need to grab one of our modems to get the connection working properly. There is an upfront fee of $10 for your modem to be delivered, and a $199 fee (within the first 6 months of your contract) or $99 (second 6 months of your contract) if you leave the 12-month contract before the term is up.
When do I start paying?
If you’re on our 12-month term contract, there’s nothing to pay upfront, but you’ll first be charged your monthly fee $73 (or higher) on the date you’re connected up. From then on you’ll be charged on the “month-a-versary” of that date. This will be your “Bill Date” going forward. For example, if you’re connected on the 14th of February, you’ll be charged automatically on the 14th of every month. Don’t forget that the amount you pay on our contract plan will change after your first 12 months of being connected. Your payment is for the month you’re about to use - so this is a prepaid service.
If you’re not on a contract, you’ll pay for your modem $99, a $10 modem delivery fee, and a connection fee of $49 upfront when you sign up. We’ll then charge you your monthly fee for the first time when you get connected to our service. From then on, you’ll be charged on the “month-a-versary” of that date.
We’ll flick you an email to let you know these important dates though once you’re connected.
How can I pay?
We accept debit or credit card automatic payments from the card you entered when you signed up. You’ll be charged on the same day of each month. Provided the funds are in your account, you can just forget about it - easy peasy!
Do I have to use the connection type assigned to me?
Skinny Unlimited Broadband automatically gives you the best connection type available at your address. In some cases, a different (slower) connection may be available. If you want a different connection type, the first step is to get in touch. Give our team a call on 0800 4 SKINNY and we’ll see what we can do. Remember there’s no price difference between each technology.
What happens if I move house?
Moving to a plush new pad? Let us know so we can move your Skinny Unlimited Broadband connection. We’ll have you up and running again in no time. The more notice of the moving date you can give us the better. We recommend 10 days so that we can do all we can to ensure that a tech is available to connect you on the day you’d like.
If the only plan available at your new place is Fibre, it can take a while to get this installed, so the sooner we know this the better. We can arrange a temporary ADSL connection for you at the new place while we wait for the Fibre to be installed but again the sooner we know the less downtime you will experience. We want to keep this to an absolute minimum, so follow the steps below as soon as you know your moving information and we will get the ball rolling for you. Note: There may be an extra cost for such a temporary connection.
Contact our helpful support team on 0800 4 SKINNY and let them know what you want to change something
As soon as they have double-checked you are the account holder, they will organise for the changes to be made in all of the necessary systems
You can sit back and relax while we take care of it for you. Our team will be back in touch within 48 hours to give you an update on the date that this will happen as well as the next steps.
How do I check my usage?
None of our Skinny Unlimited Broadband plans have a data cap. So you don’t need to worry about how much data you’re using - that’s the beauty of an unlimited plan!
Network and Speed
What speed can I expect?
At Skinny we want to make sure you have the best broadband experience you can get, so we’ll connect you to the best connection type available at your address.
Our modem supports ADSL, VDSL and Fibre connections. Depending on where you live there can be a couple of different connection types.
ADSL is the most common type of broadband used in NZ due to the technology used to provide it. It runs over the existing copper phone cabling to an address. It’s great for general broadband usage such as streaming and browsing. ADSL runs generally between 5 and 20Mbps download, with around 1Mbps upload. However, it is highly dependent on your distance from the local cabinet or exchange, and the quality of wiring in between. If you’re unsure what you should be getting at your house, give our team a call on 0800 4 SKINNY.
VDSL is similar to ADSL in that it uses the existing copper cabling to get you your address. VDSL is great for houses where there are lots of people using the internet at the same time, as it can run much faster than ADSL, especially on the upload. Most VDSL lines run between 10 and 30Mbps down, and 3-10Mbps upload. Some VDSL lines can run even faster than this if your address is close to the cabinet. Like ADSL, VDSL speeds are dependent on your distance from the local cabinet or exchange, and the quality of wiring in between. If you’re unsure what you should be getting at your house, give our team a call on 0800 4 SKINNY.
Fibre is the best type of internet connection available in NZ at the moment. It is delivered via fibre optic cable, and offers much higher speeds and reliability than ADSL or VDSL. As Fibre doesn’t use the old copper phone cables, in many cases it’ll require a new cable and ONT to be installed, which we’ll organise and keep you updated on as the connection progresses. Skinny Unlimited Broadband fibre connections all run at speeds of up to 100 Mbps download and 20 Mbps upload.
Does Skinny Unlimited Broadband use ADSL, VDSL or Fibre?
This depends on where you live and what sort of connection is available at your address. We’ll hook you up with the fastest connection available at your address, at no extra cost.
Is fibre available at my place?
Fibre is awesome, so it’s natural to want to know when it’s available at your place.
There are a few simple ways you can check whether you are eligible for fibre. As well as using the address checker on www.skinny.co.nz/broadband, you can also click on one of the links below and enter your current address.
https://www.chorus.co.nz/broadband-checker - this is the Chorus checker for Auckland, Waiheke Island, Pukekohe, Waiuku, Palmerston North, Feilding, Wellington and Dunedin addresses
https://www.enable.net.nz/ - this is the Enable checker for Christchurch and Rangiora addresses
http://www.ultrafastfibre.co.nz/ - this is the Ultra Fast Fibre checker for Hamilton, Tokoroa, Cambridge and Te Awamutu addresses
If you’re one of the lucky ones who can now get Fibre at their address, then contact our team and we can get the ball rolling for you. If you already have a DSL connection with us then we will leave that running until you are up and running on Fibre to minimise downtime. Our team will then be in touch with you within 48 hours to update you on what is going to happen next, you can relax in the knowledge that the ball is rolling.
Does my plan really have no data cap?
Yep! The exception to this is if your usage is harming our network in some way, which would be a violation of our Fair Use policy. If this is the case, we’ll let you know. Play nice, and download away!
Do you throttle the data speed at all?
No, we currently don’t put any speed restrictions on Skinny Unlimited Broadband. You’ve got no data cap and we want you to receive the best possible speed the network can provide!
Will Skinny Unlimited Broadband be available for rural customers?
There are some rural customers who will be able to get a Skinny Unlimited Broadband ADSL connection. We have a handy address checker for you to check this out yourself. Just head to skinny.co.nz/broadband and select the ’Unlimited’ button. However, if you’d like us to check it out, we’re more than happy to help on 0800 4 SKINNY.
Article ID: 408
Created On: Mon, Jan 16, 2017 at 10:30 AM
Last Updated On: Wed, May 19, 2021 at 5:40 PM
Online URL: https://support.skinny.co.nz/article/skinny-unlimited-broadband-faqs-408.html