Frequently Asked Questions

Wireless broadband works by using the same signal that your mobile phone uses to transmit and receive data. By using the same towers and satellites that power mobile networks, we can also give access to broadband to people who live in areas that do not have a hard-wire connection (a copper of fibre cable in the ground).

These terms are interchangeable and mean the same thing, though it can sometimes cause confusion in the case of our unique BlueDoor plans that run off our own towers, rather than cellphone ones. It is the service of providing internet by way of a signal instead of a wire, in simplest terms.

Head on over to our plans page and fill in the form and one of our team will be able to tell you what is available at your address. Between our range of services, we are able to cover a majority of New Zealand households with one plan or another.

Wi-Fi refers to a wireless router that can connect multiple devices by being a “middle-man”. In this sense, you can have a WiFi signal in your house and still have no internet, as that router also requires an active internet connection to then send and receive external data. WiFi systems run for closed or local networks as well as for internet, such as CCTV, or to connect multiple office computers to a printer and/or other devices. Broadband is the term that refers to an active internet connection.

Yes! You can. Using VOIP (voice over IP), you can have a phone line without needing a copper wire. This means you can ditch your standard copper phone, or have access to a normal phone line if you didn’t before, for an additional $20 + GST per month on any of our applicable plans*.

*There is a one time porting fee of $15, and $50 for the VOIP unit itself. The VOIP plan includes free local and national calling.

You don’t necessarily need a 3G or 4G reception to get fibre, as it is dependent on an underground network and not a cellphone tower one.

This is our own unique and specialised network of towers setup around Auckland that service our customers directly, rather than using 4G towers. It allows us to offer a different set of plans that really tailor data and speeds to the individual.

Rural Broadband Internet runs off the 4G towers that also provide reception to mobile phones and other devices. Using this system, internet can be provided in areas that do not have a hard-wired connection, allowing more customers to connect to the internet and manage their day to day lives from home.

SIP (Landline Services) supplied by BlueDoor details the following:

In the event of either a Network or Power Outage the SIP service will be impacted with the ability to not make or receive any calls including the ability to dial 111. This includes any SIP service with a VOIP Phone or an ATA with either a standard analogue phone or a Cordless Handset. We advise in any emergency when you cannot use your SIP service to dial 111 using your mobile phone. Alternatively, you can e-mail us at support@bluedoor.nz to report any SIP faults. If you have any concerns or wish to register and complaint about the SIP Service – you can e-mail info@bluedoor.nz. This information is detailed on our website.

SIP (Landline Services) – are you a Vulnerable Customer?:

Please get in contact with us by calling 0800 BLUEDOOR (0800 258 33667) if you currently have a Landline Service with us and you believe you are a Vulnerable Customer. A Vulnerable Customer is someone with a specific Medical or Health condition or other particular risk (e.g., Ventilator, Breathing Device, Medical Condition, etc) who must always be able to dial 111 emergency services, even in the case of a Power or Network Outage.

1. Please contact us to provide a detailed outline of the health or medical condition you have.
2. Please contact us to provide any details on the safety or circumstances of your requirements to be able to access emergency 111 services.
3. Please contact us to provide details of any disabilities you may have.
4. Please contact us to provide details on whether any of the above is a temporary or permanent situation.

In any of the above cases, a BlueDoor staff member will make contact with you to arrange for a site visit so we can determine the best course of action to implement at your premises to enable you to access the 111 emergency service in case of any Power Failure or Network Outage.

What happens if you are a Vulnerable Customer

In the case that you are identified as a Vulnerable Customer requiring access to the 111 emergency service in case of a Power Failure or Network Outage, BlueDoor will provide the following appropriate means to enable you to access the 111 service at no cost:

1. Provide a FREE Mobile Phone along with a Portable Solar Powered Wireless Charger; or
2. Provide a FREE 4G Wireless service – connected to a 12v Portable Solar Powered Generator

**Please Note:
BlueDoor will not Deny or Cease both your Landline or Internet Service if you are found to be a Vulnerable Customer. BlueDoor is committed to providing the necessary support and service during this time of need to you.

How to Apply:

Simply download and fill out the Vulnerable Consumers Application form and return it to us via email at:

or simply Post the application to:
Attn: 111 Vulnerable Consumer Register
BlueDoor
PO Box 5422
Auckland 0632

Alternatively, you can call us on 0800 25 833 67 between 8.30am and 5pm Monday to Friday, and we’ll work through the application with you, or arrange contact with someone who will work through this with you.

1. If you have any concern or wish to make a complaint about our service or in regards to the 111 service please e-mail us at info@bluedoor.nz
   This includes a dispute between a consumer and a provider about their rights and obligations under the 111 Code which may be referred to an industry dispute resolution scheme by the customer or the provider.
2. If you are not the customer who resides at the customer premises you may refer the dispute to an industry dispute resolution scheme on behalf of that consumer.
3. A consumer may make a complaint to the Commission regarding the provider’s compliance with the Code, but the primary method for making a complaint is to refer a dispute to an industry dispute resolution scheme.