We need 30 days’ notice to cancel. If you’re moving with us, tell us as early as you can, especially on fibre. Either way, tell us the last day you want the internet at your current address, and your new address if you’re staying with us.
Less notice is fine, but you’ll still be billed for the rest of that billing month or 30 days, whichever is later. The earlier you tell us, the less you pay for internet you’re not using.
To let us know, raise a ticket in the Client Zone, email [email protected] or call 0800 424 281.
We’ll move your service if your new address can get it. There’s no admin fee. You may need to pay an installation or equipment fee at the new place, such as for a new wireless install or a fibre ONT. What’s involved depends on your service.
WombatWireless X: your new place needs a clear path to one of our hilltop sites. Trees, ridges and buildings all matter, so being close to a site isn’t enough. We’ll check the address before we book anything. If it works, it’s a fresh install at the new place.
WombatOptic fibre: we order it through Chorus or the local fibre company. If fibre is already installed at the new place, it’s usually quick. If it isn’t, it’s a new connection on their timeline, not ours, so tell us early.
WombatWireless 4G+: this runs on One NZ’s mobile network, and coverage can change a lot over a few kilometres. Tell us before you move it. We need to check that the cell site near your new place can support you.
Not sure we cover the new address? Check the Greater Wellington broadband map or ask us. If we can’t connect you, we’ll say so and tell you what’s likely to work.
Get the new connection working first, then stop ours. A few days of paying for both beats a week with no internet.
On fibre, your new provider normally arranges the switch. Sign up with them and let them lodge it. Tell us the same day, because our 30 days’ notice still applies.
On WombatWireless X or 4G+, there’s nothing to transfer. Get the new service in and working, then tell us your last day.
If you’re leaving because something isn’t working, tell us what it is. Sometimes it’s a fault we can fix. If it’s just not the right fit for your place, fair enough.
We bill a month ahead. Bills go out about two weeks before they’re due, and they’re due on the 1st. Your final bill covers the rest of your notice period, and we don’t refund unused time you’ve already paid for.
Paying by card in the Client Zone? See setting up autopay for where to turn it off.
You’re responsible for our equipment while you’re using it, and we can recover the cost if it’s damaged. When you leave, put our router, mesh units, power supplies, and cables somewhere we can access, like the garage or porch, and tell us where. You don’t need to be home when we collect it.
For fixed wireless, we take the dish down for free and seal the fixing holes. If you’re selling or renting the place out, though, leave it up. We’d much rather reuse it for the next people.
A working dish is a selling point for many rural buyers and tenants. Leave the gear in place and, with their OK, pass their details on to us. We’ll contact them and sort it out.
We can’t hand your account over to someone else. They sign up in their own name, you cancel yours, and if the dates line up, the connection carries on with little or no downtime.
Got a home phone with us? It runs over your internet connection, so if you’re moving within our area, the number comes with you. Just mention it when you tell us about the move.
Give us a ring on 0800 424 281, email [email protected] or raise a ticket in the Client Zone. Tell us your moving date and both addresses. If the move is a bit unusual (a sleepout staying behind, a dish shared with a neighbour, a split title), tell us that too.
