New connections may take up to 10 working days to get installed, however transfers from other providers can be completed within 48 hours.
New UFB Fibre connections may take longer if consents and build work is required. We will keep you up to date with any progress on your new connection.

That’s ok… if you decide you want a phone line in future just let us know and we can install it for you.

CloudLink uses PPPoE for all broadband connections. By default:

• Metro connections are untagged.

• Fibre connections use VLAN 10 for tagging, unless you request an untagged setup.

You can set your connection to obtain DNS servers automatically, or manually use the following DNS addresses if preferred:

• 103.138.153.50

• 103.138.153.60

Your PPPoE username and password will be provided when your service is set up if you are choosing to use your own router. If you need any assistance or have questions, our helpdesk is here to help.

CloudLink broadband connections (excluding 4G LTE) support full 1500 bytes MTU for PPPoE, which can improve performance and compatibility with services like VPNs and video conferencing. Most routers default to a PPPoE MTU of 1492 bytes, which works fine for general use — but if you’d like to enable full 1500 MTU support, follow the steps below:

• Without VLAN tagging:
  Set your WAN Ethernet interface MTU to 1508, and your PPPoE interface MTU to 1500.
  
  
• With VLAN 10 (tagged connection):
  Set your WAN Ethernet interface MTU to 1512, the VLAN 10 interface MTU to 1508, and your PPPoE interface to 1500.

This setup ensures your connection can carry full-size packets without fragmentation, offering the most technically correct configuration. If you're unsure or prefer to keep things simple, the default 1492 MTU on your PPPoE interface will still work reliably for most users. If your router is managed by us, your MTU will automatically be set to 1500 (if supported) for optimal performance.

Note: 4G LTE connections have a maximum MTU of 1450 bytes due to network limitations. This is automatically handled on our end, and no changes are needed for LTE setups.

CloudLink supports IPv6 on all broadband connections, giving you access to modern internet services with better performance and global address support.

To enable IPv6 on your router:

1. Enable a DHCPv6 client on your PPPoE interface — this will request an IPv6 delegated prefix from our network.

2. Set your LAN interface(s) to use Prefix Delegation, so devices on your network automatically receive IPv6 addresses.

3. You may need to assign an IPv6 gateway address on your LAN interface — either using an address from the delegated prefix or by manually setting a static address like ::1 from within your PD range.

4. DNS is usually assigned automatically, but if you prefer to set it manually, use:

   • 2404:d0c0:0:20::2

   • 2404:d0c0:0:21::2

Once configured, your network will be fully IPv6-enabled and ready for the modern internet.

At this time, we do not support IPoE (IP over Ethernet) or DHCP-based broadband connections. All of our services use PPPoE (Point-to-Point Protocol over Ethernet) for session authentication and IP assignment.

While IPoE is commonly used for residential services in some networks, our use of PPPoE offers several key benefits:

• Per-session authentication via RADIUS, enabling better access control and service customization

• Support for static and dynamic IPs, including IPv6 with prefix delegation

• Accurate usage tracking and simplified session management

• Seamless integration with our billing and provisioning systems

Traditionally, PPPoE has been limited to a 1492-byte MTU due to protocol overhead, but CloudLink supports full 1500-byte MTU, even over PPPoE. This means there’s no longer any MTU penalty compared to IPoE — you get the same efficiency and performance, with the added control and flexibility PPPoE provides.

We’re always evaluating new technologies, and may offer IPoE in the future if it aligns with our network goals — but for now, PPPoE remains the most reliable and feature-rich method for delivering service to our customers.

CloudLink offers IPv4 subnets on request, available in sizes from /31 up to /27, with pricing available upon request (POA). These subnets are particularly useful for customers who wish to run servers, host websites, manage private networks, or need public IP addresses for specific applications. For example, a /31 subnet can be used for point-to-point links, while a /28 or larger provides sufficient IP space for hosting multiple servers or networked devices.

If you require a subnet larger than a /27, we will need justification to ensure the appropriate allocation of resources and that your request aligns with your network needs. This helps us maintain efficient IP address management while supporting your requirements.

Please note that these subnets provide public IP addresses, which are directly accessible from the internet. It is crucial to implement appropriate firewalling and security measures to protect your network and services. We recommend setting up firewalls to restrict unauthorized access and prevent potential security threats.

For further details or to request a subnet, please contact our helpdesk.

CloudLink’s core network is designed for maximum resiliency to ensure your service remains uninterrupted. We peer with both the Wellington and Auckland Internet Exchanges, providing multilateral peering to most New Zealand networks and CDN providers, ensuring faster and more direct access to local content and services.

For global connectivity, we have bilateral peering agreements with major providers such as Akamai, Meta (Facebook), Microsoft, Amazon, AT&T, Hurricane Electric, and Cloudflare, allowing for high-speed and low-latency access to some of the world's largest networks and services.

In addition to these direct peerings, we have two separate IPv4 transit providers and three separate IPv6 transit providers, ensuring redundancy and failover capability. This diverse setup means that even if one provider experiences an issue, we can seamlessly and automatically reroute traffic via the others, maintaining a reliable and stable connection.

At our Metro Network sites, we also utilize redundant wireless links to ensure continuity of service in the event of fibre disruptions. These additional connectivity paths bolster the reliability and resilience of our network, ensuring that your service remains uninterrupted, even during unforeseen issues.

While no network can be guaranteed 100% uptime due to factors like fibre breaks, third-party network issues, extreme weather conditions, lightning strikes, or extended power cuts, we are constantly evaluating and improving our systems. This includes enhancing redundancy and failover mechanisms to mitigate the impact of such events and ensure the highest possible uptime and resilience.

With this robust network architecture, CloudLink delivers fast, reliable, and resilient connectivity, both locally and internationally.