If you experience an issue, it’s ok to ask for help. Below is a short guide to some of the common issues that TDR customers have experienced. It includes some frequently asked questions and tips.

Mobile phone repairs

If you encounter a fault with your mobile phone, your first step is to contact the retailer who provided you with the handset. They can arrange for your device to be repaired.

What happens when you submit your mobile for repair?

You need to bring the faulty hardware into a retailers store or office.

Your device will be sent to a repair agent who is trained and approved by the manufacturer to diagnose and repair their products.

The approved repair agent:

  • can determine if there is a fault / damage and whether relevant warranties apply or if the findings are outside the warranty provided by the manufacturer  (Hardware or Software faults, physical or water damage etc).
  • will update the store or office, who will then contact you, regarding the findings from their diagnosis and if any charges might apply.
  • can make the appropriate and approved repairs.
  • will determine if a repair or replacement option is the appropriate course of action.
  • will return the hardware to the original store or office, the hardware was sent from.

The store or office will contact you once it has been received, and you can arrange to collect the device.

More information

You can find TDR’s guide on faulty equipment and services here and our guide to faulty mobile telephones here

Internet issues

Why does a provider ask you to perform checks when you have an issue with your internet?

If you experience issues accessing the internet, the retailer will likely ask you to perform some checks to help them understand what is causing the issue.

There are many factors that contribute to the performance of your internet connection or broadband service. When you’re having an issue, your Provider simply wants to ensure that they have covered off all scenarios, to help determine where the fault might be. It might be the network that feeds your property, it could be the Providers set-up, or it might be your in-home wifi set up or the state of your equipment.

Depending on what’s found from this initial troubleshooting exercise, the checks will influence what you need to do next, and help avoid unnecessary delays in getting the issue resolved.

Sometimes if you request a technician on the basis that you think it’s a fault on the network, but it turns out not be to be, there might be a charge or cost you incur. Performing these checks beforehand will save you time and money if a technician is not required.

Often a Service Provider can sort a fault over the phone or by completing a remote system reset.

What can I do before contacting my provider?

Check your home set-up.

  • If you have a home phone, lift your phone handset and check what tone you hear.
  • Remove all accessories, extensions and devices from the connection leaving just one. See if that sorts it.
  • Power off your modem and leave it turned off for 1 minute, then turn it back on and see if that cleared the issue.
  • Try ringing your home phone from your mobile, often that will sort it.
  • Check everything is properly connected and has power (Modem, ONT, Phones etc).

More information

You can find TDR’s guide on Broadband internet speed here

Changing provider

Why is there a 30 day notice period when I want to change providers?

Retail Service companies often make forward commitments to Wholesale Network Providers for connections, and also need to provide notice of disconnection to them.

More information

You can find TDR’s guide on transfers and porting here

Fibre installation

What are some of the reasons my fibre install may be delayed?

Installing Fibre to your house involves physically connecting a fibre optic cable to your property from the roadside.

If you are not the owner of the property or if you share access to the property (i.e. a right of way, apartment or flats) you will need written consent from the owner and/or neighbours before installation begins.

Your Retail Provider will submit your desired appointment date and time to the Local Fibre Company (LFC) who will perform the installation. If this date/time is not possible, your Retail Provider will let you know and request a new appointment.

What does fibre installation involve?

An installer will arrive at your home and talk you through what work is required to get your fibre connection up and running, including any work that needs to be done to your property.

The technician will complete external and internal wiring, and physical setup, then test the connection to make sure you’re good to go.

The standard Fibre installation should suit most New Zealand homes and requires a technician from your LFC to carry out work at your house. They will make sure you understand what's required and won't start any work unless you're happy with what's proposed.

Non-standard installation

The Local Fibre Company staff will let you know if your place needs a non-standard installation, what this is likely to cost and how long it might take before they start any work.

You will need this type of installation if your house is more than 200m from the Fibre access point on the street (such as down a right-of-way), if you live in an apartment or block of flats, or if any additional wiring is required as a result of a non-standard request inside the house.

Occasionally LFC’s may need to submit traffic management plans to Local Bodies, which can impact on timeframes.

More information

You can find TDR’s guide on installations, disconnection, and restriction of service here