FAQs
General questions and answers about services
Before Joining WorldNet
608B Rosebank Road, Avondale, Auckland
Open 9am – 5pm Every weekdays.
Closed at Weekend and Public Holiday
Fibre:
Please visit here to check the Fibre availability of your address.
Wireless:
Please contact to us, help@worldnet.co.nz
The local fibre companies (LFCs) are the companies that are building the
fibre networks as part of the government’s ultrafast broadband (UFB)
network initiative. The LFCs are Chorus, Enable Networks, Ultrafast and
Northpower Fibre.
Chorus – Nationalwide
Enable – Christchurch
TFF – Hamilton, New Plymouth, Tauranga
North Power – Whangarei
To check more details, please visit here.
For Residential services:
WorldNet residential services are based on an Open Term. You can use the service whenever you want without any sign-up fees, and you can cancel the service at any time.
For some certain services (e.g., Hyperfibre), you can apply for a 1-year contract for a special price. An Early Termination Fee will be charged if you wish to cancel the service during the contract period.
For Business services:
WorldNet business services are based on a 2-year contract (24 months). An Early Termination Fee will be charged if you wish to cancel the service during the contract period.
Regardless of the service or contract period, if you wish to cancel the service, a 30-day notice is required.
Worldnet has NO joining fees.
No CG-NAT. WorldNet Provides our own public IP address.
This is the general process for broadband services.
Submit Online Application -> Payment -> Place order service -> Enjoy WorldNet Service
Submit Online Application
You need to submit a new sign-up form through our website. The new sign-up form includes the service you want, the address where you will receive the service, as well as your basic information and payment details.
Payment
After submitting the application, on the next business day, you will receive your WorldNet account information, invoice, and payment-related details from WorldNet. The invoice will include the service cost for one month and any additional one-off charges. The first payment can be made via credit card or bank deposit. For credit card payments, it may take the same day or up to one business day to update. Other payment methods, excluding credit cards, may take about 2-3 business days.
Place Order
After confirming your payment, the WorldNet Provisioning Team will place an order for the service at the address you provided. If you specified an installation date for Fibre as “as soon as possible,” it typically takes about 1-2 business days. However, additional network work or consent confirmation may delay this based on the location. For Hyperfibre, there is an additional process for the Hyperfibre ONT upgrade, which usually requires an installation period of about 3-4 weeks.
Order Complete
Once the order is complete, you should be able to use WorldNet services immediately. If the service is not working despite the order being completed, please contact our Support Team.
Accounts
The WorldNet account refers to the Customer ID assigned to you when you first signed up for WorldNet services.
You can access it through https://ebill.worldnet.co.nz/ , and the password is the one you created during the registration process.
If you wish to change your password or have forgotten it, you can reset or change it on the eBill page.
Through the eBill page, you can view service details, check invoices related to your services, make payments, and add or modify your payment methods.
Our WorldNet services are provided on a prepaid basis.
The typical invoice issuance date for WorldNet is the 15th of each month, covering the service period from the 1st to the end of the following month. The due date for this invoice is the 26th of the same month.
If you have set up automatic payments via Direct Debit or Credit Card, the payment will be processed on the 26th. If the 26th falls on a weekend or holiday, the processing will occur on the next business day.
Some long-standing WorldNet customers may have different invoice dates, due dates, and service periods, so please refer to the invoice we send for detailed information.
Invoices will be sent to the email address registered with WorldNet. If you prefer to receive a paper copy, additional fees will apply.
Please be aware that penalties may be applied if payments are declined or missed.
For more detailed information about your invoices, please visit https://ebill.worldnet.co.nz/
If your payment method is registered as a Debit or Credit Card, the payment will be automatically processed on the invoice due date.
For those wishing to make a payment via Bank Deposit or manually, please deposit to the account number below. Make sure to include your Customer ID as a reference, as payments may not be processed without it.
WorldNet Bank Details
Bank : BNZ
Branch : Newmarket
Name of Account : Worldnet Services Limited
Number : 02-0192-0087576-000
Please remember to enter your customer ID in the payer particulars or code.
Please be aware that penalties may apply if payments are declined or missed. Ensure to check the invoice details carefully before proceeding.
For more information and to update your payment methods, please visit the My Account page.
There is 2% credit card processing fee.
If you wish to change your plan, please contact us via ticket, email, or phone, and we will assist you with the process.
help@worldnet.co.nz
0800 89 1001
Generally, there are no additional fees for changing your plan. However, if additional network work is required for services such as Hyperfibre or 4G Wireless, charges may apply.
The service change date is the first of the following month. Please note that if you select a specific date for the change, the invoice details may vary accordingly.
For example, if you have already paid for the current plan, Fibre 500, from August 1 to August 31, and you change to Fibre Max on August 15, the cost for Fibre 500 from August 16 to August 31 will be credited. The next invoice will then charge for the Fibre Max service from August 15 to September 30.
For more detailed information about your invoices, please visit https://ebill.worldnet.co.nz/
If you would like to move your address, please contact us via ticket, email, or phone, and we will assist you with the process.
help@worldnet.co.nz
0800 89 1001
The information required for the Move of Address is as follows:
New Address
Connection Date for New Address
Current Address for Disconnection
Disconnection Date for Current Address
Generally, there are no additional fees for the Move of Address; however, if extra network work is required at the new address, additional charges may apply.
If the New Connection Date at the new address and the Disconnection Date at the current address are the same, there will be no changes to the invoice. However, if the dates differ, additional charges or credits may occur based on the dates.
For more detailed information about your invoices, please visit https://ebill.worldnet.co.nz/
To update your contact details (email address, postal address, phone number, etc.), please contact us via our support form.
Please fill out the PDF form using any PDF editor, sign where required (electronic signature is fine), and send it back to help@worldnet.co.nz.
Change Ownership Form: Change Ownership Form
If you wish to cancel your WorldNet services, please complete the cancellation form below and send it to us via ticket or email.
Cancellation Form:
Customer ID:
Full Name:
Services You Would Like to Cancel (e.g., Internet, Landline, Email, etc.):
Preferred Disconnection Date:
Reason for Cancellation:
A 30-day notice will apply from the date we receive your cancellation form.
For example, if you send the cancellation form to WorldNet on August 10, the 30-day notice will apply, and even if you cancel the service before September 9, you will still be charged for the service until September 9. If you wish to transfer your service to another provider, you must do so before the end of the 30-day notice period on September 9. If the transfer date is after September 9, additional charges may apply.
After canceling the service, if there is any remaining balance in your account, you may request a refund for that balance.
Please note that if you have a contract and not an open term, an Early Termination Fee may apply.