Residential FAQs
Answers to common questions about getting connected, managing your service, and what to expect as a PureLink customer.
FAQs
Got questions? Here are some of the most common things people ask us — and the answers to help you out.
Technical
Start by checking our Network Status page to see if there are any known outages or maintenance in your area.If everything looks fine there, try restarting your router. Unplug it from power for 30 seconds, then plug it back in. Wait 2–3 minutes and check if your connection is restored. Still having trouble? Check your router setup to make sure all cables are connected correctly.
If you’ve done all of the above and still don’t have a connection, give us a call—we’re here to help get you back online.
Yes, you can use your own router as long as it’s compatible with your connection type (Fibre or Fixed Wireless).
While we’re unable to provide support for setup or troubleshoot connectivity issues with third-party routers, we’re happy to supply the configuration details you’ll need to get connected.
Yes, we can provide a static IP on request for an additional monthly fee. Contact our support team and we can get this set up.
To update your WiFi name (SSID) or password, please get in touch with our support team. Only authorised persons on the account can request these changes for security reasons.
If parts of your home have weak or patchy WiFi, we can help:
Book a WiFi Health Check with our team to review your current setup.
Add a mesh WiFi system to extend fast, reliable coverage across your home.
PureLink offers mesh WiFi as a monthly add-on with no upfront costs, just better coverage where you need it.
Yes, you can add a VoIP (Voice over Internet Protocol) landline to your PureLink internet plan for just $11.50 per month.
Your VoIP line includes:
Free local calling
250 minutes to call numbers in New Zealand (excluding mobiles), plus landlines in Australia, the United States, United Kingdom, India, Canada, China, France, Germany, and Ireland
Please note that calls to mobile numbers are not included and will be charged separately at our standard VoIP rates. To add a VoIP line to your account, contact our team to request the add-on.
Billing
We issue invoices on the 1st of each month, covering the previous month's usage (we bill in arrears).
Log in to our Customer Portal and head to the Billing section. You can securely update your credit card or bank details there.
If you're still within your contracted term, an early termination fee of $399 applies. For more information, check your original plan details or contact our team.
You can make a manual payment via internet banking using the details below:
Account Name: PureLink Limited
Bank: ANZ
Account Number: 06-0313-0755404-00
Reference: Please include your Account Number or Invoice Number as the reference so we can apply your payment correctly. These can both be found on your invoice.
Payments are due by the 20th of each month. You can set up automatic payments by credit card or direct debit through your Customer Portal.
We require 30 days’ written notice for service cancellations. You can submit a request through the Contact page or email our support team.
Yes. A 2.5% processing fee applies to all payments made by credit card or direct debit. This fee is added at the time of transaction. There is no surcharge for payments made by bank transfer.
Account and Plan Changes
Contact our support team to review your options. We’ll help you switch to a plan that better suits your usage or upgrade your speed if needed.
Let us know at least 10 business days before your move. We’ll check if PureLink services are available at your new address and arrange a seamless transition.
We don’t currently offer service holds. However, if you’re moving or away temporarily, get in touch—we’ll do our best to help with flexible options.
You can update your phone number, email address, or billing information by logging into your Customer Portal, or contact us and we’ll update it for you.
In most cases, yes. If your new address supports a different technology (like Fibre instead of Wireless), we’ll recommend the best option and confirm any changes before switching.
If your payment is missed, reminders will be sent via email and SMS. Services may be suspended if overdue beyond a grace period. Please contact us early if you're having trouble paying.
Still need help? We're here for you
Our team is ready to help with any questions or issues — just reach out and we’ll get you sorted.