Our COVID-19 Update – Vetta Online

Our COVID-19 Update

Pleasant Point – you have Free WiFi!
November 29, 2019

Our COVID-19 Update

Update – 26th April 2020

We’re pleased to advise that heading into the Level-3 phase of New Zealand’s COVID-19 response, from 28th April, our normal provisioning activities will be resuming, with the ability to provision Internet connections for all customers.

For on-site provisioning and support requirements, PPE and social distancing will be observed. We ask you to please respect and work with us and our contractors with all on-site work, and keep at least 2 meters away from these team members at all times.

If you have any questions or queries, or would like to get online – please do get in touch. Our team is here for you!

Update – 27th March 2020

We’re pleased to announce that after working with our network partners, we are now able to offer some data relief to our customers connected with the Wireless RBI network.

Effective immediately, for all retail and wholesale RBI customers, any data used during the hours of 12am – 9am will be zero rated and will not count towards your monthly data allocation.

We hope this gives some relief to those customers on RBI and now working from home. If you have any queries about this, please don’t hesitate to get in touch with our support team.

You can continue to contact us via our normal methods:
Email: support@vetta.online
Phone: 0508 4 INTERNET (0508 446 837) or +64 3 222 6200

Update – 24th March 2020

As we head into COVID-19 Level 4 restrictions, we wanted to fire you a quick update to ensure you’re aware that we have your back.

As an essential telecommunications business and internet provider, we will be remaining open and operational, with staff primarily working from home as of tomorrow, 25th March. Our job is to ensure that we maintain our network to the same high standard you have come to expect of us, and our internet and voice services remain uncongested and reliable.

During this time, we won’t be able to complete routine installs that require on-site work (service transfers from other providers, dispatching RBI connections etc will continue), and on-site work will be limited to emergency remedial work to our network if required.

You can continue to contact us via our normal methods:
Email: support@vetta.online
Phone: 0508 4 INTERNET (0508 446 837) or +64 3 222 6200

When contacting our support team, please be aware that we are currently experiencing a high volume of queries. We apologise in advance for any delay this may cause in resolving your enquiry.

While we all work through this crisis together, we kindly ask:

  • If your query is not urgent, please email our support team rather than calling. This allows us to keep our phone lines a little more free for those customers with an urgent service requirement.
  • Keep calm. This is an unprecedented event which we’re all grappling with. Our team are here to help, and if we all do our best to keep a cool and calm head, we’ll be able to work through things together much easier.
  • If you’re having difficulty paying invoices as your business has been severely affected, please get in touch with our accounts team promptly and keep communication flowing. Cashflow is going to be hard on all of us during this time, so let’s help each other out and keep talking.
  • Lastly, please keep safe. With modern systems, we can build and put platforms in place to allow you and your team to work from home, preventing you from exposing yourself to unnecessary risk. Again, get in touch.

We’ll continue to update our website with future COVID-19 updates relating to our business, you can view these at https://www.vetta.online/2020/03/18/our-covid-19-update
Stay strong, and most importantly – stay kiwi. We will get through this together.

Many thanks for your ongoing support,

Shaun Fisher
Operations Manager
Vetta Online Ltd

Update – 23rd March 2020 #2

As we are now in Level 3 of COVID-19 and heading into Level 4, we want you to know we will still be here to assist all customers throughout New Zealand’s isolation period.
As an essential telecommunications business and internet provider, our job is to ensure that we maintain our network to the same high standard you have come to expect of us, and our internet and voice services remain uncongested and reliable.
During this time, we won’t be able to complete routine installs that require on-site work, and will only be able to complete emergency remedial work to our network if required.
If calling or emailing in to our support crew, please be aware and understand that it may take a bit longer than the normal short time you expect for us to get back to you – our team are doing everything they can to resolve each customer query as quickly as possible, however we are currently experiencing a high support volume due to this evolving crisis.
Please be patient to everyone as we all battle this testing time together. Keep in touch with your family and friends to make sure they’re okay, and keep your spirits up – we’ll all get through this.

Update – 23rd March 2020

For our colocation customers with access to their equipment in our datacentre facilities, we have an update for you from our datacentre partners:
Official health information we have received is that due to the low density of staff and customers in our sites we are considered low risk for transmission of the virus.
That said;
· A box of cleaning solution and wipes will be provided just inside the door.
· Our advice is for people to give switches / door handles etc a wipe down before (and after) access to the site/racks/data halls.
· You will be able to dispose rubbish into the rubbish bins.
· Antiseptic soap will be provided in the bathrooms.
· Our cleaners have been advised to include antiseptics in their cleaning processes.
It is expected that workplace hygiene will be practiced (and expected) in our sites by both staff and customers. 
Advice to customers is, if you are at all unwell, please don’t come on site. We have remote hands that can provide services when/if required.
There is no change to the Tier 3 SLA of 99.999% at these sites.
Contractors who are unwell will not be granted access to site.

Update – 19th March 2020

In the face of COVID-19, please be aware that if you have an upcoming installation requiring a technician response by an LFC (e.g. Chorus, Enable, UFF or NorthPower), techs may be contacting customers ahead of arriving on-site to check on health status at the property, and whether any self-isolation is taking place.
If necessary, the visit will be rescheduled to protect their teams.

Original – 18th March 2020

We believe you are probably already aware of the developments of the Coronavirus (COVID-19) spreading around the world.

As the COVID-19 outbreak continues to develop, the team at Vetta Online is prepared and committed to providing support in every way we can, whether you have fast-paced projects to move people at home, or if your team needs assistance achieving business continuity with your communication services.

In order to protect our team to ensure we can provide you with the support you need during this time, we have provided our team with all the necessary tools to maintain a steady and uninterrupted work experience if and when required to work remotely.

Additional to this, we are taking all recommended health and safety precautions for our team in our offices to make sure everybody stays safe. During this time, work being completed remotely will be a strong preference for our team and contractors to performing on-site work.

We value all of our customers and appreciate your business, which is why we also want to help customers during this time.
Effective from today, we are implementing:

Payment flexibility
If you are unable to meet your normal payment obligations for your services due to COVID-19 (e.g. loss of income), please get in touch with us. We have developed a policy in relation to this and will work with you to arrange a payment plan and ensure that your service is uninterrupted.

Data cap removal
For retail customers on our ADSL, VDSL, UFB or Vetta Wireless plans, we are removing data caps through to 30th April 2020. We expect with staff working from home, Internet data usage to increase as a whole on both personal and business connections. You can rest assured knowing that if you’re on one of these plans, you won’t encounter any data overage charges (our fair use policy applies).
Note this excludes RBI connections. You will also continue to receive data alerts when coming close to, and using up your data allocation, these can be ignored for non-RBI retail customers.

As you can imagine, we are currently fielding a number of calls to work with our customers to ensure staff are able to work from home and support or upgrade connectivity to access the work resources they need. If you are developing a work-from-home plan, we’d recommend getting in touch with us sooner rather than later so we can ensure your Internet and phone services are ready to accomodate this, or if we need to consider any alternate or upgraded connectivity.
As always, you can get in touch with us, our contact details are available on our contact page.

With that in mind, some things to consider as part of a work-from-home plan are:

  • Ensuring staff have a fast and reliable Internet connection
  • Steering clear of breaking habits – have a home office area and keep to normal work routines
  • Try and stay away from distractions – having a TV close to a home work area is a bad idea!
  • Making sure natural light is available – natural light can help you stay focused and keeping a clear head
  • Lock in regular team video calls to keep everyone on the same page and up-to-date
  • Use messaging tools to keep communication flowing with your team, such as Microsoft Teams or Slack
  • Be sure staff have all cables and accessories at home, e.g. laptop power adapter, keyboard/mouse, webcam (for all those new video calls!), monitor, desk phone etc.

We’d also like to take this moment to remind retail Internet customers that you are able to obtain 500GB of cloud backup for up to 5 PCs free of charge as part of your Internet service with us. This can be especially useful if you’re using a home or personal computer to complete work from home, which is too important to lose! Details of this offer is available at https://www.vetta.online/kb/redeeming-your-free-online-backup-service-as-an-internet-customer/.

We’re proud to connect New Zealanders with each other and the rest of the world. We encourage you to be kind to one another in times like this and make sure you check in on your friends and family.

Take care,
Shaun Fisher
Operations Manager
Vetta Online Ltd

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