What is Wire Maintenance?

Wire Maintenance was an optional add-on that covered technician call-outs and repair costs for common faults with your home's phone and internet wiring, splitters, and jack points.

While this service is useful for older copper connections, it isn’t needed for most fibre or wireless connections, as there’s no internal wiring to maintain.

Why might you be due a refund?

Due to a system error, the Wire Maintenance service was made available to fibre customers from April 2012. As a result, a small number of customers may have been wrongly charged for this service.

We’re issuing refunds to customers who had a fibre connection and were subscribed to Wire Maintenance.

We’ve since resolved the error and no longer charge fibre or copper customers for Wire Maintenance.

How are we going to refund you?

If you are a current customer, you will receive a credit on your account. This will be applied to your September Invoice (dated 31 August 2024) automatically, with no further action required on your part.

If you are a previous customer, please submit your customer details via our online form. Please complete this with as many details as possible, if we require any further information our team will get in touch with you.

Once we’ve received and verified your information, we’ll refund the funds directly to your nominated bank account.

Click here to complete the refund form.

How long will it take to receive my refund?

If you are an existing customer, you will receive the credit on your next bill.

If you are a previous customer, once verified, you should receive your refund via bank transfer within 10 business days from the date of us receiving your bank details.

I’m due a refund. How has my refund been calculated?

We’ve reviewed your previous bills and identified the Wire Maintenance charges you paid where this service would not have benefited you.

What if I had multiple lines and/or addresses?

We’ve taken into account all scenarios for customers who have paid Wire Maintenance charges.

Where customers had both copper and fibre connections on their account, we’ve treated the charges as if they were related to the fibre connection. This means that customers will be credited or refunded an equivalent or greater amount than what they paid.

What happens if I’m not happy with your resolution?

How to provide feedback or make a complaint

Phone: Call 0800 438 669 for immediate assistance.

Email: Send details of your complaint, including dates and names, to us via email to accounts@nownz.co.nz

We respond within 24 hours during business hours (Mon-Fri, 8am-7pm). We aim to resolve issues within 20 working days, though complex cases may take longer.