Use of our wireless fibre services is deemed acceptance by the Customer of our Service Terms.
From time to time we may update these Terms and agree to be bound by any such updates and changes.
Wireless services are not available in all areas, coverage is based on LOS (line of sight) to our repeater sites. Our team can ascertain if service should be available, a free scope (travel fee may apply if more than 10km) is available to confirm service before the installation. Please book a scope on our website under Request a Site Visit.
Our service guarantee to our customers is we will make every feasible effort to connect and keep you connected on our network. Where service cannot be maintained at our specifications for service, either due to changes in our network, trees or other structures in the LOS we will discontinue your service at no further cost. Wireless fibre is a best effort service subject to weather, atmospheric and physical limitations.
Our plans are unlimited but may not be available at maximum capacity sites.
Requests will be added to our waiters list, once the site is upgraded within our maintenance program the unlimited plan will then become available. Speeds are based on the available capacity on the serving site, we offer no guarantee of maximum speed on any of our plans.
Plans are unable to be used for sharing, single dwelling only, no BYOD routers available. Customers with dairy sheds or on property business locations are able to share the connection for $25 per month per location (maximum 4). Connections found to be sharing services are in breach of our terms, if found dwellings will be charged at the applicable plan for each dwelling for each month.
Regardless of location in NZ the Service Terms apply to all customers.
A 30/10 connection allows for 4 or less users in a home and less than 6 devices being used simultaneously with a maximum of one HD Smart TV.
A 60/20 connection allows for 8-10 users and a maximum of 10 devices being used simultaneously with a maximum of two HD Smart TVs.
Where faults occur and a technician visits, if it is found the drop out of service due to excess devices or users as per above or items not covered by warranty or damage by users a minimum fee is $95 per hour applies and must be accepted prior to a technician visit being booked. We offer a 3 working day service restoration, travel charges may apply. Parts and labour may apply.
Fair Usage Policy Applies to excessive use, traffic management may include peak time throttling or service degradation.
Incoming connections – Customers requesting known insecure ports opened to the internet for incoming connections are informed that DDoS style attacks can occur that track from insecure connections. Such attacks impact more than the end user, often segments of a network can be effected, other customers can experience congestion due to the nature of DDoS style attacks. Therefore use of these ports is not recommended where possible. It is our policy that the end point customer is liable for damages, a fee of $350 for the single event and 1 day stand down applies in the case of such attacks. Static IP addresses can be withdrawn in addition.
Discounted monthly prices applies to fixed term contract connections only. Open contract monthly prices attract a 30% premium.
Speeds are not guaranteed for any connection speeds advertised are up to maximum speed, time of day, load, radio conditions and factors may determine throughput levels received. Maximum speed service levels are to POE only measured at the routers ethernet WAN port. Wi-FI is unable to be used to determine or verify speed levels due to unknown factors including but not limited to in home interference. Wireless fibre services are best effort.
Surge protection must be present on all connections for equipment warranty to apply.
Faults & ISP Warranty – Ubiquity routers are under standard 12 month manufacturers warranty.
In the case of a replacement router being required the replacement charge plus freight will be charged to your account. Once the faulty router is returned and verified under warranty your account will be credited minus the shipping charge. If router is not covered by warranty all charges on account will remain.
Wi-Fi is available on our basic and advanced router options provided with your connection (excludes 10 port managed router). Wi-Fi is a non guaranteed, best effort connectivity medium for your home and is very much limited by the environment it is installed in. Media devices such as TV’s gaming systems should have a wire ethernet connection best performance. RF from other devices including printers, mobile boosters, Wi-Fi repeaters, other Wi-Fi access points, wireless sound systems or other RF producing devices will impact on your Wi-Fi connection.
Community Wireless now provides Dual band 2.4Ghz and 5Ghz capable routers, this enables access to two Wi-Fi broadcasts. 2.4Ghz is prone to interference, 5Ghz has limited range. It is recommended to use both 5Ghz and 2.4Ghz Wi-Fi if you device supports it.
Community Wireless does not guarantee Wi-Fi coverage or connectivity to all parts of your home or office with our provided single Wi-Fi access point/ router.
A Wi-Fi scope can be recommended to design the right Wi-Fi system for your home or office, charges apply.
Platform upgrades are free of charge, carried out when new technology is deployed on a site. Note where a service requires a premium fee or equipment outside of standard terms, charges may apply.
Service Plan changes, Existing customers may move to any of the listed plans at any stage in their contract if available. Depending upon capacity sites may be put on a waiters list until capacity is made available.
Customers who have a wholesale fibre connection with Kordia or One Wholesale or Two degrees based at their address are considered to be a fixed two year term from live service date. Cancellation fee of this service is 100% of the remaining 2yr term. Community Wireless pays for the connection fee and the equipment, which remains the property of Community Wireless.
Service upgrades – Customers may upgrade to a new router either due to fault or age at the RRP for the router. Price on application.
Move of address. We will move your connection to another address where wireless is available and remove equipment at the existing home for $150 flat fee including install. We require 30 days notice for planning. Fixed term plans will remain uninterrupted.
If a customer leaves ALL equipment in place at existing location please advise Community Wireless in writing that ownership of the equipment transfers to the new owner.
Disconnection fees on term contracts:
All fixed term connections will incur 50% of the remaining term with 30 days notice in writing. No equipment return is required. Reconnection cost is $30 within one year of cancelling.
Disconnection on open contracts:
All open contract connections require 30 days notice in writing. Reconnection cost is $30 within one year of cancelling.
Travel may apply to installations and visits with a fixed and per KM rate applying​ if further than 10km from Waimate.
We recommend using a surge protector for the equipment (not provided) to maintain the warranty.
Standard Installation includes up to 3 hours contractor labour and a roof mount if required.
Parts and labour over and above standard install will be charged if required.
Tech rate is $95 per hour.
Data is calculated in Gigabytes,1024 Megabytes = 1Gigabyte
Our standard terms and conditions apply – see Terms & Conditions on our website.