COVID-19 update banner

FROM 12:00 MIDDAY ON WEDNESDAY 12 AUGUST 2020 THE AUCKLAND REGION MOVED TO ALERT LEVEL 3 – AND THE REST OF NEW ZEALAND MOVED TO ALERT LEVEL 2. 

READY TO GET YOU CONNECTED WITH CONTINUED SAFETY PRECAUTIONS IN PLACE

Our network is located outside the Auckland region, which means that we will be operating under COVID-19 Alert Level 2 conditions. 

As we re-enter Alert Level 2 and we continue to monitor activity locally as a result of COVID-19, UFF would like to assure everyone that our priority focus will continue to be the health and wellbeing of our staff, contractors and you our customers.

At Alert Level 2 we can continue to carry out all normal business activity (including provisioning fibre connections safely for anyone who requests a fibre service). This means we will continue connecting our customers to the best broadband available. These activities will be carried out following the strict adherence to the Government guidelines.

KEEPING OUR CUSTOMERS AND TECHNICIANS SAFE

We would like to reassure our customers that we and our subcontracted Service Partners – Broadspectrum NZ and Civtec – will continue to operate safely and have adequate protocols in place to manage the risk to our community and their teams during this challenging time and will continue to meet at least the minimum standard recommended by the Ministry of Health. The safety measures we have in place will include physical distancing, and contact tracing of all field force activities.

We will continue with our pre-screening calls at multiple steps prior to our technicians arriving to the installation site. These calls will verify exposure to COVID-19 cases or symptoms and identify the presence of vulnerable people with higher-risk of severe illness (such as older people or those with underlying medical conditions) and will look to postpone appointments in these where appropriate.

HEALTH AND SAFETY ESCALATION POINT

A reminder that UFF has established a dedicated Health and Safety Escalation point should any of our customers become aware of a person diagnosed with COVID-19 that our team has recently come in to contact with.
Please contact UFF’s Health, Safety and Wellness Manager, Doug Watson on 021-865354 or doug.watson@ultrafast.co.nz.

GETTING CONNECTED

We appreciate that you may not have fibre at your place and lockdown previously highlighted now more than ever the need to have the best broadband available at this time – no problem; we are here to get you connected at your place! To check fibre is available at your property visit our easy to use address checker.

PLUS remember, anyone who has a fibre box in their home and wants to reactivate – call your broadband provider immediately and we can typically get you reconnected same day!

OUR NETWORK & CONTINUED COMMITMENT TO OUR CUSTOMERS

Our network continues to maintain resilient and we are continuing to monitor the network closely. The products and services we provide are increasingly critical to New Zealand’s ability to support business function, communications and of course the needs of people who are in self or otherwise imposed isolation. We are here to support working and learning from home alongside helping the family come through this by keeping communications and entertainment flowing! We have significant capacity to cope with a spike in demand in our region and additionally have the capacity to connect many more that can access our network.

FAQ’s

Yes you can. UFF will continue to operate safely and have adequate protocols in place to manage the risk to our community and their teams during this challenging time and will continue to meet at least the minimum standard recommended by the Ministry of Health. The safety measures we have in place will include physical distancing, and contact tracing of all field force activities.

We will continue with our pre-screening calls at multiple steps prior to our technicians arriving to the installation site. These calls will verify exposure to COVID-19 cases or symptoms and identify the presence of vulnerable people with higher-risk of severe illness (such as older people or those with underlying medical conditions) and will look to postpone appointments in these where appropriate.

To check fibre is available at your property visit our easy to use address checker. Once we have your order in hand we will make contact and arrange to get you connected!

Anyone who has a fibre box in their home and wants to reactivate – call your broadband provider immediately and we can get you reconnected same day!
address checker.

If you think you have a fibre box already installed check your address here

If you do have fibre equipment installed it will display.

Anyone who has a fibre box in their home and wants to reactivate – call your broadband provider immediately and once we receive the order from your broadband supplier and provided all is in place you shouldn’t require a tech to visit and we can have you reactivated the same day!

Our network is ready to cope with practically any new level of data demand and as expected, Ultrafast’s network witnessed increasing data usage over the recent periods of lockdown, both at both peak times and throughout the day as customers increasingly logged on from home. We are ready to handle new demand and have loads of additional capacity in our network as of today.

Here is what to look for when choosing a broadband connection:

RELIABILITY – A network that is reliable and consistent, 99.9%+ of the time, is not impacted by weather and has loads of capacity. Inconsistent internet is not something we can deal with in this current climate!

SPEED –Choose a speed plan that best suits how you use the internet, ensure you take into consideration the number of people in the household that will be using the broadband at the same time. Ultra-fast speeds allow for quicker downloads and uploads for a seamless, no buffering streaming experience.

CAPACITY – Most fibre plans are now unlimited…so you’re all set to go with no nasty surprises!

PERFORMANCE – Fibre broadband is unquestionably the best performing access technology for big gaming and streaming. Now you can stream multiple devices and still enjoy a fast connection. Multiple people working and learning from home – no problem!

FUTURE PROOF – Upgrading to Ultrafast Fibre is free* and means that not only is your place all set now, it will also move with the times and grow with your needs! Let fibre broadband support your smart home which could be equipped with lighting, heating or electronic devices controlled remotely by smartphones or computers.

*Terms and conditions apply.

Plus you don’t have to spend more. Get a premium broadband experience for around the same price as copper broadband.

If you want a speed upgrade, we can do this easily and a site visit is not required to complete this task. This will ensure you are in the best position to work, learn or be entertained online. We recommend you contact your broadband retailer ASAP and we can get this completed for you; turnaround time on this speed upgrade activity is generally same day once we receive the request from your retailer.

Most broadband internet providers have a solution that will allow your existing telephone to work – we recognise that now is the time to stay connected.

First step is to log the fault with your broadband provider where they will carry out initial diagnostics, once this is completed and if it can’t be resolved this will be passed over to UFF. Our fault restoration teams will be prioritising our fault tickets to ensure that the essential services are able to keep running as a priority. We will be in contact if we need to come to your property to carry out repairs and coordinate this directly.

If you have any questions regarding inflight orders or want to make changes to your current connection then please start with your broadband provider. For any queries relating to new installations where you have been contacted by our installation or faults teams our New Zealand based Service Desk remains fully operational from remote locations and are happy to assist you with your queries. To contact one of our team, phone 0800 FIBRE LTD (0800 342 735).

Stay Safe. Stay Well and Stay Connected.