Support
Phone support hours: Mon-Fri 8am – 5pm
Network fault monitoring: 24 / 7
We’re here to help. We have the answers to commonly asked questions below. You can submit a support ticket or call our freephone number if you need to get in touch and one of the team will get back to you ASAP.
Please note, if you are experiencing issues and you reboot your Kapow equipment, we may lose diagnositic information. Please make contact first.
Common Technical questions
In the unlikely event we have a network outage, we will provide details on our 0800 number (0800 5276 948)
All networking equipment supplied to you during the installation remains the property of Kapow Internet (Skyline Networks NZ Ltd.) Any hardware failures are replaced at no cost to the client*
*excludes environmental damage from customer neglect
You can plug any standard phone into the phone port on the back of the VoIP router and your phone is ready to make and receive calls. Please note that the Kapow VoIP requires power and internet so it will not work during a power cut. A uninterrupted power supply (UPS) is recommended for this scenario. Contact us if you would like us to quote you a UPS that meets your requirements.
Upsize passwords
Your dog’s name might be an easy password to remember, but also easy for an attacker to guess. Longer, unique passwords are stronger. It’s also recommended you use different long passwords for each online account. That way, if an attacker gets into one of your accounts, they can’t get into the others as well.
Unique passwords
Use a password manager to make it simple for you to generate new unique passwords that you don’t have to remember! It can seem daunting at first, but taking this step will be a huge relief when your comfortable with your password manager. There are free and paid password managers. If you have a cloud file syncing service you could use KeepassXC for example to sync your passwords across all devices, keeping them all unique. All you need to do is remember the master password.
Upgrade to two-factor authentication
Two locks are better than one when it comes to securing your online profiles. Two-factor authentication (a.k.a MFA or 2FA) makes it harder for attacker to get the verification code needed to access your online accounts, even if they somehow manage to get your password.
Uphold privacy
Review the privacy settings of your social media accounts, change sharing to ‘Friends Only’ and never give out your personal info here. The more you share, the easier it is for attackers to guess your passwords. To see how we use your information, please review our Privacy Policy.
If you require a Static IP, you can request one. Home Broadband customers can get a Static IP for $10 per month either by emailing us on zn.ten.wopak@troppus , or by calling our support team on 0800 KAPOW4U.
There is no extra charge for Business Broadband customers to request a Static IP address.
If you are experiencing any problems with your connection, please let us know as soon as possible. If we don’t know there is a problem, we can’t look into it for you. Our office hours are Monday – Friday 9am – 5.30pm (closed on public holidays).
I need help and your office is closed.
You can still contact us outside of our office hours. Phone our helpdesk on 0800 KAPOW4U and leave us a message, or email zn.ten.wopak@troppus We have staff on standby who monitor the messages and can respond accordingly.
There are some things that you can check for yourself first like, the network status message on our website (which is also on our website homepage).
Accounts FAQ
All networking equipment supplied to you during the installation remains the property of Kapow Internet (Skyline Networks NZ Ltd.) Any hardware failures are replaced at no cost to the client*
*excludes environmental damage from customer neglect
In most cases we can transfer your current contract to your new premises for $99, or take on a new 24 month contract for free. Some conditions do apply, so it is best to talk with our team. If you are currently on contract, any exit fees are usually waived when transferring existing contracts or taking on a new 24 month contract, 30 day’s notice will still apply while services are changed over.
Payments are due on or by 20/21st of the month.
You will receive a part monthly (pro-rata) invoice via an email at the 1st of each calendar month starting from your time of connection and thereafter will be aligned with our normal billing cycle and your normal monthly amount. If you are not receiving these please let us know asap so we can correct your email address or delivery method.
Upsize passwords
Your dog’s name might be an easy password to remember, but also easy for an attacker to guess. Longer, unique passwords are stronger. It’s also recommended you use different long passwords for each online account. That way, if an attacker gets into one of your accounts, they can’t get into the others as well.
Unique passwords
Use a password manager to make it simple for you to generate new unique passwords that you don’t have to remember! It can seem daunting at first, but taking this step will be a huge relief when your comfortable with your password manager. There are free and paid password managers. If you have a cloud file syncing service you could use KeepassXC for example to sync your passwords across all devices, keeping them all unique. All you need to do is remember the master password.
Upgrade to two-factor authentication
Two locks are better than one when it comes to securing your online profiles. Two-factor authentication (a.k.a MFA or 2FA) makes it harder for attacker to get the verification code needed to access your online accounts, even if they somehow manage to get your password.
Uphold privacy
Review the privacy settings of your social media accounts, change sharing to ‘Friends Only’ and never give out your personal info here. The more you share, the easier it is for attackers to guess your passwords. To see how we use your information, please review our Privacy Policy.