Kiwi Internet and IT Broadband Review

If you live in Auckland or Wellington, it’s likely you’ve heard of Kiwi Internet and IT. This internet service provider (ISP) isn’t a newcomer to the broadband industry and has based its strongholds in those parts of New Zealand. From homes to businesses and other ISPs, Kiwi serves them all.

Perhaps you want to get a fibre broadband connection, and you’re wondering if Kiwi is among the best broadband providers available in the country. This Kiwi Internet and IT broadband review aims to put your questions to bed.

We’ll discuss everything from the provider’s packages to its speed, customer service, and prices.

About Kiwi Internet

Kiwi Internet and IT is a 100% New Zealand-owned broadband company with offices in Auckland and Wellington. 

For over 15 years, Kiwi Internet has provided internet connectivity and information technology-related solutions to homes and businesses in the country. 

It has a 40-strong team of technical engineers, project managers, software developers, and other professionals. This company’s size makes it scrappier and extremely responsive in comparison to larger broadband providers. Currently, this ISP serves over 6000 customers, 80% of whom are SMEs.

Some of the services Kiwi Internet offers include:

• Data security
• High-speed internet connectivity
• Voice over Internet Protocol (VoIP) telephone solutions
• Toll-free lines
• Malware and antivirus software
• IT support and more

Kiwi Internet owns all the infrastructure it uses when providing its services, and it has spread them across multiple data centres. According to the company, this arrangement lets it provide an end-to-end solution and a resilient network that is reliable, performant, and highly redundant.

Package Overview

Kiwi Internet sells hardware and software services. It offers first-time internet connectivity, bundled plans, and broadband deals. Depending on availability in your area, you can choose between fibre and DSL broadband. Use our fibre checker to check whether fibre is available near you.

Subscription Type

Kiwi Internet subscriptions are no-term contracts, so you can cancel at any time. 

According to the company’s Terms and Conditions, you can provide notice of the termination in writing. Alternatively, you can email accounts@kiwiinternet.co.nz to effect the termination.

When you terminate your subscription, Kiwi Internet will delete all your data stored on its equipment at a time of the company’s choosing.

Installation Process and Fees

If you're getting a first-time fibre installation, you'll need to decide where you want to put your ONT box beforehand. Kiwi Internet advises that you tell its fibre technician where you want the box located. Changing your mind after the fact will attract a relocation charge.

Kiwi Internet doesn’t charge for home installation except when you get an ADSL or VDSL connection. The fee for the above connection types is $150 at the time of writing. 

Kiwi Internet Hardware

Kiwi Internet subscriptions don’t include hardware, meaning you’ll have to purchase routers and modems. The ISP advises its customers to "purchase a modem suitable to the type of internet you require (business grade or home use) and the number of devices using the connection." 

The above statement implies you can either purchase hardware from it or from a third-party seller. One thing to note is that hardware bought through Kiwi Internet arrives pre-configured, and they’ll courier it to you (for a fee). 

When making the decision of whether to purchase internet hardware from Kiwi or by yourself, you can seek recommendations from the company’s setup team in either case. Also, please note that Kiwi Internet lets you lease hardware on a monthly basis. This option is excellent if you have plans to switch broadband providers in the future.

Finally, Kiwi Internet offers a range of headsets and phones for its business customers. It sells a brand called Grandstream and has multiple price ranges that start at $139. These phones are meant for their VoIP solution, which can save businesses money on monthly phone bills.

Additional Services

Kiwi Internet and IT also offer web hosting and web development assistance. In addition, the organisation builds and customises wireless networks. It doesn’t limit its internet to customers and offers fast internet to other internet service providers. 

If you’re a business owner, you can use its network and security services to safeguard your data from cyber threat actors. You can also seek IT support services and get Office 365 set up.

This ISP also offers a VoIP service. By Kiwi Internet’s definition, VoIP ‘stands for "Voice over Internet Protocol," which is a technology that allows you to make phone calls using your broadband connection instead of your regular phone service.

The price of this solution varies depending on how many VoIP lines you need, starting at $7 per month (for one VoIP line) up to $240 per month (25 VoIP lines).

Related: Compare broadband deals

Speed

Kiwi Internet is one of many companies that is participating in the New Zealand government’s ultra-fast broadband initiative. Thus, the provider offers a range of broadband speed options for homes and businesses.

Depending on your chosen package, the lowest download speed available is 50 Mbps, while the highest is 4000 Mbps. As for uploads, you get 10 Mbps on the low end of the scale and 4000 Mbps on the high end.

Internet Connectivity (Uptime and Downtime)

Kiwi Internet provides a stable internet connection with constant uptime. However, in the rare event that your internet is down, Kiwi will send out an outage notification and post details on its website. 

Also, if you have any issues related to outages, contact Kiwi Internet’s support team at support@kiwiinternet.co.nz. Alternatively, call them at 0800 894 198. Consider using an internet outage checker to make sure the issue is from your end before contacting Kiwi Internet.

Customer Service

Despite the company’s size, Kiwi Internet offers great customer service. Its customer support staff and technicians can provide support remotely, so you don’t have to live near their main offices to get their assistance.

As a Kiwi Internet customer, you have two ways to contact the business with your support issues: 

1. Telephone: You can call Kiwi Internet’s free phone support line at 0800 894 198. 
2. Email: Fill out the form on its website’s contact page to send an email query for support assistance.

Also, in addition to its offices in the cities mentioned above, Kiwi Internet has offices in Tauranga, Hamilton, Christchurch, and Queenstown. You can pop into one of those offices if you live nearby. You’ll find the addresses of each office and a detailed map showing directions on this page.

Kiwi Internet also has support resources for the tech-savvy customer, offering self-help guides on its website. You’ll also find a helpful FAQ page, where you can find support for the most common problems faced by the average Kiwi customer.

While this ISP offers support for free, there are instances where an issue may attract a fee. You can visit the Kiwi Internet website’s support page to learn more.

Plans and Pricing

Kiwi Internet has four open-term contract broadband plans, which it has categorised into two home plans and two business plans:

• Home Plan 1: This broadband plan costs $80 per month. It provides download speeds of up to 30 Mbps and upload speeds of 10 Mbps.
• Home Plan 2: Kiwi’s second Home Plan costs $95 per month and provides download and upload speeds of up to 100 Mbps and 20 Mbps, respectively.
• Business Plan 1: The first version of Kiwi Internet’s Business Plan costs $120 per month and has download speeds of up to 200 Mbps and upload speeds of up to 100 Mbps.
• Business Plan 2: This plan costs $140 per month. It has download and upload speeds of up to 1000 Mbps and 500 Mbps, respectively.

All of the above plans include unlimited data, and their prices are exclusive of Goods and Service Tax (GST). Both Home Plans include one VoIP line, while the Business Plans include three.

Aside from the above plans, Kiwi Internet offers ultra-fast broadband and DSL broadband (which is "internet over your existing copper phone line"). Those options are priced competitively, starting at $85 and going up to $400. They all include a one-time connection fee for business customers, the price of which varies depending on the option you choose. Learn more on the Internet Services Page of its website.

Please note that the above plans do not account for hardware costs. For example, if you don’t have a router, you’ll need to purchase one. Kiwi Internet sells different types with prices ranging between $169 and $649. 

Related: Cheapest broadband providers

Final Verdict

Kiwi Internet and IT may not be as large as other NZ broadband providers, but what it lacks in size it makes up for in experience. 

There are several reasons why this business is still going strong after more than a decade. Its range of plans with internet speed options to suit every budget is one. Its reliability is another. In addition, the support team at Kiwi Internet continues to offer stellar customer service and resources for self-help. We couldn’t recommend this ISP enough.