Fibre Broadband & Fibre Landline Terms & Conditions

These terms and conditions are in addition to our consumer terms and Conditions, which also apply. A 12 month minimum term applies to all Amplio Fibre Broadband and Fibre Landline plans. 

1) Installation 

1.A) Amplio Fibre Broadband requires a Ultra Hub Plus modem,  which is provided to you free of charge upon your installation. Amplio Fibre Broadband may not be available to all customers in Metro-Auckland area.

1.B) The Ultra Hub Plus modem 4G/3G connect and 4G/3G mobile backup features are  only available in 4G/3G coverage areas with sufficient capacity. 4G/3G coverage is not available everywhere. Please contact Amplio  for details of 4G/3G coverage and capacity in your area.

1.C) If you are outside our 4G/3G coverage and capacity area, the Ultra Hub Plus will operate as a Fibre modem but the 4G/3G connect and 4G/3G mobile backup will not work. If you move to a location outside our current 4G/3G coverage area, your 4G/3G mobile back up connection will stop working.

1.D) You agree to provide us with all information, assistance and consents reasonably requested to enable us, our contractors or suppliers (including a LFC) to obtain authorisations, licences or consents that may be required to provide Fibre Broadband and Fibre Landline services to you and to install our Equipment at your premises.

1.E) If you live in rented premises, then it is your responsibility to get your landlord’s consent to the installation for the Fibre Broadband and Fibre Landline  services. As a tenant you will be required to confirm that you have obtained your landlord’s consent to all works required by the LFC to provide the broadband services being undertaken at the property.

1.F) You agree to be bound by your LFC’s end user terms as their network is used to provide the Broadband Services to you.  The current LFC End User Terms can be found at:

Chorus New Zealand Ltd -  www.chorus.co.nz/ufb-installation-terms

1.G) We will arrange a time with you to install the Fibre Broadband and Fibre Landline  services at your premises.  If you live in rented premises, then it is your responsibility to get your landlord’s consent to the installation for the Fibre Broadband and Fibre Landline services.

1.H) If we visit your home at the time agreed and we are not able to gain entry, we may charge you for that visit.

1.I) If you are not going to be home on the day scheduled for the installation, you may nominate someone else to meet us.  The nominated person must be at least 18 years of age and must be able to make decisions about the installation on your behalf.

1.J) Unless we agree otherwise, you will be required to pay any installation costs for the Fibre Broadband and Fibre Landline services. Where possible, we will tell you in advance what the installation costs will be (if any). For a copy of our current routine installation guidelines please contact hello@amplio.co.nz

1.K) We may choose not to connect Fibre Broadband and Fibre Landline services to your premises for any reason, including where we reasonably consider it uneconomic or unsafe to do so.  We may exercise this right at any time, even after we have accepted your application for Fibre Broadband and Fibre Landline  services.

2) Equipment and Maintenance

2.A) You are responsible for the care and maintenance of the Ultra Hub Plus modem. The Ultra Hub Plus modem contains a SIM card.Do not remove it from your Ultra Hub Plus modem. It will not work in any other device. It remains our property and you must return it to Amplio on request.

2.B) You can only use your Ultra Hub Plus modem at the location you specify when you sign up for Fibre Broadband. Our suppliers manage their network to seek to provide our customers with a reliable and consistent service.  If Amplio or our suppliers  identify that you have used the modem at any address other than the specified location, we may terminate the services at our sole discretion.

2.C) The Ultra Hub Plus requires mains power and a Broadband connection. In the event of a power failure, services will not be available, including landline  calling to emergency services and 4G/3G connect and 4G/3G mobile back up.

2.D) If you have purchased or received a modem or other hardware as part of your Fibre Broadband and Fibre Landline  services, ownership will transfer to you on payment or connection. You agree we can provide you with enhancements or new capabilities for any modem or hardware used for services supplied by us.

2.E) You are responsible for any phone sockets and wiring maintenance in the premises where the Fibre Broadband and Fibre Landline services are provided

2.F) If you notify us about a fault and we arrange for someone to visit your premises, you may be charged a fee for this if we find there is no fault, or the fault was caused by your wiring, equipment or hardware set up.

2.G) You understand and agree that only Amplio approved representatives may work on the equipment. If equipment on your property is attached to a structure, and you need the equipment to be moved so that you can conduct work on the structure, you must contact Amplio to arrange for the equipment to be moved and re-installed and you will be required to pay any associated costs.

2.H) We (or our suppliers) will remain the owner of any equipment unless we agree otherwise in writing.  You agree that you do not have any rights, title or interest in the equipment and that we or our suppliers may remove the equipment at any time.

3) Service Availability 

3.A) In some instances we may need to temporarily suspend your  Fibre Broadband and Fibre Landline  services so that we or our suppliers (including a LFC) can carry out maintenance and development work on the Network. We will always try to minimise any disruption to you (except in an emergency where this may not be practical).

3.B) Fibre Broadband and Fibre Landline services require power to operate and will not work during a power failure. If you cannot use the Fibre Broadband and Fibre Landline  services, you will not be able to make any telephone calls including to Emergency 111 services.  You may also need to make alternative arrangements if you have a monitored alarm or other legacy device (e.g. a facsimile machine, analogue EFTPOS machine, etc). We are free to choose how we provide a Fibre Broadband and Fibre Landline services and the technology used to provide it.

3.C) 4G/3G mobile back up: If there is a temporary fault with your Fibre Broadband connection, broadband and landline  / voice services will be supported by our mobile network. 

3.D If you have a monitored home / medical alarm, you will need to check with your alarm company whether your alarm needs to be upgraded (or reset) from one that uses a traditional phone line to one that will work over mobile or broadband.

3.E) Our suppliers reserve the right to manage traffic at peak times to improve the overall performance and experience among our customers, and in the case of a mass outage Amplio and our suppliers reserve the right to temporarily move connections off the mobile network.  In particular, our suppliers reserve the right to prioritise specific types of traffic over other traffic at times of congestion (and for limited time periods) where they  consider there will be significant customer interest in the specific type of traffic and these actions are necessary to ensure customers receive an acceptable experience.

4) Fibre Broadband Services

4.A) Amplio only supports a minimum 12 month term. Early termination charges and plan transfer fees may apply unless otherwise stated. For customers on an Unlimited Fibre Broadband & Fibre Landline  plan, on a 12 month minimum term start at $250 and reduce by $50 on a three monthly basis to a minimum of $50.

4.B) Our control of data speeds is limited to our suplliers network. Our policy is to provide you with the best Broadband experience possible. In some circumstances our supplier may be required to take reasonable action in relation to any of the services Amplio provides in order to protect our customers and effectively manage the network we use. 

4.C) The statements made about the broadband speed are not guarantees about continuous speed.  Where a download or upload speed is specified, the Broadband Services are capable of burstable speeds up to the speed stated.

4.D) All traffic, both upload and download, will be counted toward your data usage. Where a download or upload speed is described as “maximum”, you will receive the highest speed your broadband connection can deliver. The actual speed your Broadband connection can achieve may depend on a number of things including the condition of your line, the distance from the exchange, the equipment you use (including your computer), the time of day you are connecting, and the Internet use by others connected to the Network at the same time as you.

4.E) Unlimited Broadband Data is to be used for standard residential use only and is not to be used for commercial types of activity or purposes. Non-residential, commercial purposes will include (but is not limited to) selling bandwidth to third parties or running an Internet Service Provider.

5) Fibre Landline services

5.A) If you wish to port your existing phone number to your Amplio Fibre Broadband and Fibre Landline plan it will take up to 7 days to complete. The port will occur up to 7 days after the installation. Until the port is completed your existing phone service will continue to work and you will be billed for this period. You may be charged early termination fees or other charges by your existing service provider. Once the port is completed both your Amplio Fibre  Broadband and Fibre Landline  will be activated.

5.B) A $52.10 phone connection fee applies if you’re connecting a new fixed phone line or one that has previously been working but isn’t active. Installation charges may also apply.

5.C) Each call is charged at the rate which is applicable when the call starts.

5.D) Local landline and national landline calls are included in the broadband and landline plan. National mobile calls are charged at 39c per minute. Please see our calling rates on our website for further reference. 

5.E) Calls are included for up to two hours at any time. Calls in excess of the two hour per call cap will be charged on a per minute basis thereafter in accordance with your calling plan. If you are calling an overseas mobile it will cost the same as the per-minute rate for that destination. There is a one minute minimum charge for all Fibre Landline calls. Thereafter, your call will be charged by the second.

5.F) Where a call is not a local call, there is a one minute minimum charge for home phone calls.  All calls are rounded up and charged by the minute (e.g. if your call was for 1 minute and 40 second, you will be charged for 2 minutes).

5.G) Special numbers, 0900, 059, 0161, directory assisted calls, calling card access numbers, audio conferencing calls, will be charged at the applicable per minute rate of your calling plan. Calling features are billed on a monthly basis in advance on your billing cycle. If you cancel these services part way through the month you will still be billed to the end of your billing cycle. Amplio does not offer voicemail services as this feature is built into most modern home phone calling sets.

6) Change of Address

6.A) If you move premises then you will need to terminate the Fibre Broadband and Fibre Landline  services that we are providing to you at your old address.  You must give us at least one month’s notice before you move, otherwise you will still be responsible for paying for the Fibre Broadband and Fibre Landline  service that we provide to your old address.

6.B) Depending on where you move to, we may or may not be able to provide you with the same Fibre Broadband and Fibre Landline  services. An early termination charge may apply.