Broadband problems in New Zealand: provider complaints and TDR
Start with your provider, then check whether Telecommunications Dispute Resolution can handle the unresolved issue. Provider membership matters for ordinary broadband disputes.
When this helps
- Your home internet service is in New Zealand.
- A persistent fault or speed problem remains unresolved.
Record the fault and its impact
Keep outage dates, test conditions and the speed wording for your plan. Tell the provider whether the issue affects one device or the whole connection.
For intermittent faults, include both working and failing periods. A single speed test can miss a short interruption.
Ask for a written resolution
Use your provider’s formal complaints channel.
Give the fault references and a concise timeline.
Describe the remedy you want and request a written response.
Check the TDR route
The Commerce Commission describes TDR as a free, independent dispute-resolution service. Ordinary broadband disputes generally require your provider to be a member.
There are exceptions for disputes under the 111 Contact Code and Copper Withdrawal Code. Check the official guidance for the issue you have.
Prepare your complaint
Use the complaint template to state the problem, evidence and requested resolution. Keep the tone factual.
You can collect evidence without Kilobat. If you use a Kilobat report, review it before sharing and add your test conditions.
Still stuck?
You can ask for help at ping@kilobat.app. Send your symptoms and reviewed test results, with or without Kilobat.
Sources
Checked on 3 November 2026.