Broadband terms and conditions

Copper DSL and WiFi

Relevant Parties

The supplier being either KC Internet Ltd (KCI) or associated company PlaNet Communications Ltd (PlaNet).

Connection and Wiring

If you are using five or more telephone jackpoints at your home, or you have a monitored alarm, you will need to select the connection and wiring option. This includes the standard broadband connection and wiring. A Telecom accredited technician will visit your home to get broadband working on your telephone line. See current pricing details in the Schedules

Modem

You will need a modem to use KCI/PlaNet Broadband. You can purchase a DSL modem and filters that have a Telepermit. KCI/PlaNet can provide Broadband Self-Install equipment including a modem and filters. See modem options in Schedules

Setting up your modem & PC

You can set-up and configure your modem and PC yourself, but you may request a KCI/PlaNet accredited technician to do this for you, at an additional cost.

Transferring to a new telephone line

If you want KCI/PlaNet Broadband transferred to a new telephone line you will have to pay for connection and installation.

Billing

As a KCI/PlaNet customer you will be able to self-administer your use, credit balance, invoice printing and payments via PlaNet/KCI's IPGO all-in-one internet and voice-phone online platform, including;

• any applicable one-off installation and modem charges
• prepay and pay-as-you-go credit balance
• the KCI/PlaNet Broadband monthly fee (which is billed one month in advance); and if applicable
• any excess usage charges (which are billed one month in arrears)

Your monthly KCI/PlaNet Broadband subscription may start and finish on dates that are different from your monthly KCI/PlaNet bill. This means the charges for KCI/PlaNet Broadband might not line up with the charges for any other KCI/PlaNet services you have.

Changing plans

You can make one plan change per calendar month. The move to a new plan can take up to two working days to complete. If you do change plans, you will also see some 'part-monthly' charges on your next bill: a part-monthly credit for the plan you cancelled and a part-monthly charge for the plan you moved to.

Exceeding your monthly data allowance

PrePay

Some KCI/PlaNet broadband plans are PrePay which means there is no limit to your use of data or voice services excepting you must have a positive credit balance.

Overage plans

If you are on a Plan and you exceed your monthly megabyte usage limit for any particular month, you will be charged for each excess megabyte (or part thereof) you use, in addition to your standard monthly charges for your particular KCI/PlaNet Broadband plan. See broadband excess usage charges schedule online at planet.ipgo.co.nz (PlaNet) or ipgo.biz (KCI)

KCI/PlaNet VoIP

KCI/PlaNet VoIP voice-phone service and calling prices are available at planet.ipgo.co.nz (PlaNet) or ipgo.biz (KCI) The terms and conditions applied to internet and data services apply also to VoIPhone

Minimum contract term option

A 1 month minimum term on all new KCI/PlaNet Broadband connections applies. If your KCI/PlaNet Broadband account is closed before the end of the 1 month period you will have to pay a $199 + GST early termination fee.

What terms apply?

• KCI/PlaNet Broadband is described here.
• General over-arching terms and conditions are described under `General'

High Speed (HS), IProtecht and IPGO.biz service's terms and conditions are detailed in /customer contractual agreements

Availability

• To use KCI/PlaNet Broadband, you must have provisioned either copper, WiFi (wireless) or fibre-optic physical line(s) provisioned to your premises/equipment
• KCI/PlaNet Broadband is not available in all areas. And occasionally factors like the distance of our equipment from a particular site or address mean we are unable to deliver KCI/PlaNet Broadband even where KCI/PlaNet Broadband is available in your area

Connection and Installation

• There is a possibility that activation of your KCI/PlaNet Broadband account or its upgrading may result in you experiencing a temporary loss of your KCI/PlaNet line. If this does occur, normal service is usually resumed within a few hours
• If your KCI/PlaNet Broadband installation fails (e.g. the installer is unable to get the service running), the KCI/PlaNet jackpoint and equipment will remain at your premises and you will not be charged for the installation

Speed

Broadband is not available in all areas and broadband speeds do vary. Factors which impact on speed include: how close your premises are to an exchange, your computer's capability, modem connection and wiring. The day-to-day performance will also be affected by traffic congestion, the websites you visit and the applications you download. For more information on testing your broadband speeds vary visit speedtest.net Be sure to vary the time of day you do tests. If the speed goes up early in the morning tests - congestion on likely issue. If speed does not vary with time of day, local problem on your line and/or use of customer premises equipment (CPE) likely cause.

Megabyte usage

• Megabyte usage is based on the amount of data transferred through your KCI/PlaNet Broadband connection (both uploading and downloading), this can include overhead data usage which is required for establishing and maintaining the connection. Any unused portion of your monthly Plan data allowance will not be accumulated from billing period to billing period and will not be refunded. If you are on KCI/PlaNet Broadband PrePay you will not pay any excess usage charges and uniquely KCI/PlaNet IPGO and IPGO.biz PrePay divides internet data into 4 (PlaNet) or 2 (KCI) categories, greatly reducing the cost/GB for off-peak and for national internet access data.

KCI/PlaNet IPGO and IPGO.biz website allows you the check your usage with a 2 hour delay and also provides detailed report request services.

Your KCI/PlaNet contains other useful information about your KCI/PlaNet account like your account balance, recent activity, your payment history, all at your planet.ipgo.co or kci.ipgo.biz website

Equipment

• KCI/PlaNet Broadband can only be used on a computer that meets certain minimum system requirements. See FAQ.
• If you choose to purchase an KCI/PlaNet Preferred Modem from a 3rd party that does not mean that the products are KCI/PlaNet products. KCI/PlaNet Preferred Products are tested by us to meet certain standards, but manufactured by third parties. As such we do not accept any responsibility for the products, other than in relation to the representations we make that the products have satisfied the criteria of the KCI/PlaNet Preferred Programme at the time of testing. If you have problems with a product, you should talk to the product's supplier or manufacturer.
• Static IP addresses are only available and allowed to be used on selected KCI/PlaNet Broadband plans and incur an additional fee

Service Reliability

• KCI/PlaNet is unable to provide specific performance guarantees for copper or WiFi Broadband however we are committed to providing a consistent and reliable service.
• While we always strive to provide a consistent service, there are a number of factors that influence reliability and in the case of copper DSL services are under the control of Telecom NZ. For this reason, we do not guarantee connection speed bandwidth, latency (delay) or bit rate through our broadband network at any one point in time.

As the KCI/PlaNet Broadband service can occasionally go down, we do not recommend it for 'important' purposes. We cannot guarantee how quickly we can resolve problems with the network. We strongly recommend IPGO.biz/HS services and IProtecht for must-not-fail applications.

• Broadband is not designed to support
  • Virtual Private Networks (VPNs)
  • Two-way voice applications
  • Two-way video applications
  • Web servers

For these activities that Broadband does not suit we encourage you to contact KCI for IPGO.biz HS provisioning.

Support

• The stability and performance of your KCI/PlaNet Broadband service can be affected by a number of potential faults. A fault can commonly originate from our network, your modem or your computer. If the service is not meeting your expectations, our Customer Support team are trained to help you identify where the potential fault lies, call 0800-PLANET for Broadband related problems you are certain are not located at your premises
• Occasionally network outages do occur. When they do we record a message about the fault which you can hear when you call 0508-IPGONZ. There is no charge for fixing faults during our normal business hours except where you, or anyone you are responsible for, cause the fault or if the fault lies with your own equipment (e.g. your computer).
• If a KCI/PlaNet service technician does visit your premises and finds that there are no problems with the network you will be required to pay the cost of the service technician being sent out. We will let you know in advance what the potential charges to you could be.
• For customers with other ISPs you should contact your ISP directly