Switching broadband providers in New Zealand is straightforward and in most cases your internet will only be down for a few hours on switching day (often less). The process takes 10–15 minutes to set up online, and the new provider handles all the coordination with Chorus.
1. Compare providers at the best-broadband guide or check individual ISP websites
2. Sign up with your new ISP — they coordinate everything with Chorus
3. Wait for switching date (usually 5–10 working days)
4. Brief outage on the day (typically 15 minutes to 2 hours)
5. Use the new router sent by your ISP, or configure your own
6. Contact your old ISP to cancel if they didn't receive automatic cancellation notice
Step 1 — Compare Providers and Choose
Before switching, confirm you’re getting a genuinely better deal. Key questions:
- Is the new plan cheaper over 12 months (including any setup fees or hardware costs)?
- Does the new ISP offer the speed tier you need?
- Are there contract terms or early exit fees?
Start with Best Broadband NZ 2026 or check providers directly.
Step 2 — Sign Up with Your New ISP
Go to the new provider’s website and complete the sign-up process. You’ll typically need:
- Your home address (for address verification and Chorus check)
- Your name and contact details
- Your current ISP (so they can coordinate the transfer)
- Payment details (credit card or direct debit)
The new ISP will ask whether you’re transferring an existing connection (most common) or requesting a new connection. Transferring an existing connection is a “same-line transfer” — no new fibre is installed.
Step 3 — The Transfer Happens Automatically
For fibre broadband on the Chorus network, transfers use the Broadband Transfer Process. Your new ISP notifies Chorus of the transfer date, and Chorus switches the connection from your old ISP to your new ISP at the backend.
You don’t need to contact your old ISP to initiate the transfer — your new ISP handles this. However, you should contact your old ISP to cancel your account to avoid being charged after the switch.
Step 4 — What Happens on Switching Day
On your scheduled switch date:
- Your old connection will stop working (often in the morning)
- Your new ISP activates your connection on their network
- Brief downtime — typically 15 minutes to 2 hours
When your new connection activates, plug in your new router (if provided) or reconfigure your existing router with the new ISP’s settings. Your new ISP will provide configuration details if needed.
Step 5 — Return Your Old Equipment
If your old ISP provided a router or ONT equipment, they’ll typically contact you about returning it. Instructions vary:
- Some send a prepaid return bag
- Some have drop-off points at branches
- Failure to return equipment may result in a cancellation charge ($50–$200)
Your new ISP owns the new router they send you — don’t return that one.
Breaking a Broadband Contract
Most NZ ISPs now offer no-contract month-to-month plans. But some older plans or sign-up deals may have 12–24 month terms.
Typical early exit fees:
- 12-month contract: $100–$200 (sometimes specified as “remaining months × monthly fee”, sometimes a flat figure)
- 24-month contract: $150–$300
If you signed up for a promotional deal (e.g., free router, first month free) with a 12-month term, an early exit fee almost always applies.
When exit fees are worth paying: If you’re paying $80/month and can switch to $55/month (saving $25/month), a $100 exit fee is recovered in 4 months.
Can You Keep Your Home Phone Number?
If you have a VoIP home phone number with your current ISP, you may be able to transfer it to the new ISP or keep it with a separate VoIP provider. Ask your new ISP at sign-up.
Most NZ households no longer have a dedicated home phone — if you do and the number matters to you, confirm portability before switching.
Same-Day Switching: Is It Possible?
No — even an urgent transfer takes a minimum of 2–5 working days through the Chorus process. If you need internet urgently before your switch completes:
- Use your mobile phone as a hotspot (tethering)
- Get a prepaid mobile data SIM from Spark, One NZ, or 2degrees
Frequently Asked Questions
Will I lose my email address when switching? If your email uses an ISP-branded address (e.g., @xtra.co.nz, @orcon.net.nz), you’ll need to check with your provider. Most people now use Gmail or Outlook for email, so this isn’t an issue.
Is there a best time to switch? Switching is easiest when you’re on a month-to-month plan. If on a fixed term, switch near the end of your contract to avoid early exit fees.
Do I need a new router? Your new ISP will usually provide a router with your sign-up (sometimes free, sometimes $50–$100). You can also use your own compatible router if you have one.
What if my new connection doesn’t work on the switch day? Contact your new ISP immediately. They have a support process for failed activations and can usually resolve it within hours. Check your previous ISP hasn’t continued to bill you while the issue is being resolved.