Voyager Internet - Riccarton

Customer service is good. No support for domains after hours

Excellent customer service. Every interaction the Voyager customer service team has been polite and efficient.

Have been with Voyager for over 2 years. Pretty fast internet speeds and great customer service. Definitely one of the best ISP's in New Zealand.

For an internet company, ridiculously old fashioned - be prepared to email a pdf for anything as they don't even have online forms. Billing is broken and slow with bad communication. Also, you will get practically the same speed internet from any company - in depends on your physical connection not the provider - and the others are cheaper and care more.

Mis-leading, dishonest, and unhelpful when attempting to transfer an existing account, contract and services to another property after two years of service. You know, the typical loyal customer getting a rough ride. Called and confirmed with one staff member, Keith, a day before submitting a move house request, he confirmed the new property has fibre into the property, he gave some recommendations for timing, and checked my account for outstanding fees or issues. The following day another staff member, Sanjay, processing the move house request then claimed that fibre isn’t wired into the new property; I’ve confirmed that fibre is physically present and running into the property and the ONT. Turns out a one-time charge had been forgotten about by Voyager for a static address that we’ve been assigned since initially taking out the service. Voyager are very keen to claw back the current plan we’re on instead of honouring it, and grandfathering it in at the new property, the promo ”Unchained Unlimited Home Broadband (Fibre 200/20)” -- and a plan that a good number of other ISPs are offering. We would be downgraded to 100/20 as Voyager makes no offerings in between that plan and their ”Fibre Max” which is absolute overkill for what we and the vast majority of people need. Voyager sent an email on 28/01/2020 at 10:31 and by 16:16 the following day enough customer 'feedback' had been received that they issued an urgent recall by email: ‘To confirm, your "Unchained Unlimited Home Broadband (Fibre 200/20)" will remain on its current pricing.’ With a subject line ”Urgent Recall – Enable UFB Promotion” will indeed be changing, and I find that very dishonest behaviour. _Updated 25/01/21_ 1. An existing service agreement was not honoured, and was forced to downgrade service to 100/20 Mbps during a house move. As if a move wasn't stressful enough, going with another ISP would have meant updating various configurations for assigned static ipv4 and v6 addresses during the move! 2. I asked for an ONT power supply during this call, with Natasha, as it was missing at the new property -- over a week on and not received. I ended up contacting Enable myself for a unit. 3. I was reminded, by Natasha, while signing up for the downgraded plan that the original promo plan was not supplied under a contract. This is contrary to what the precious staff member, Sanjay, had claimed, where he'd mentioned that a hefty Early Termination Fee (ETF) would apply for termination of the promo service if I decided to choose another supplier. Which is not at all the case and Voyager attempted to shoehorn us into a contract. For all the inconveniences, this review goes down to one star and stays until Voyager grandfathers the previous service that I signed up for and had for two years -- of which Enable has confirmed is still offered by them -- just Voyager is refusing to honour and supply it.

Excellent service. Recommend.

Fantastic service, we were particularly well looked after by Ronaldo during our switch from broadband to FTTN via Chorus. His attention to detail in getting us up and running couldn't have been better and I would gladly recommend Voyager as a result.

Don't look after their loyal customers. Have been a customer since I joined Unlimited about 3 years ago. Have had few issues until I tried to change my address as moving house. Was told they could not offer me the plan I have been on forever at my new home, despite me still being on this plan today at soon to be vacated address. They have used this service address change as a way to enforce the customer to pay more for the same service at a new address. In fact it is actually a downgrade as they do not offer the speed that I am currently on so for more money, I get less! I know for a fact that they can still access this plan but choose not to. I now have to pay for an extra 30 days that I won't be using as have changed providers. Very disappointed to be just another number and a victim of box-checking rather than receiving decent customer service. I see I'm not the only person who has had this experience.