We're moving over to Nova

We have an important update about the future of Megatel.

We’re excited to announce we’re merging with Nova Energy.

To ensure a smooth and reliable transition, we’re moving customers in stages, and we will keep everyone informed at each step.

We expect you’ve got some questions – so we’ve put together helpful information below to guide you through what’s changing, and what it means for you.

If you need a hand or want to know more, send us an email, call us, or ask Ellie, our AI assistant in the Megatel app.

About the move

1. Why are we moving to Nova?

Nova Energy has been our parent company since 2019.

To simplify things and better support customers, we’re bringing everything together under the Nova brand. This lets us focus our resources and deliver an even better experience for you.

2. When will the move happen?

We’re planning to move all customers to Nova by June 2026. Your first bill from Nova will arrive in early May.

Because we offer several services (electricity, natural gas, broadband, mobile, and landline phone), we’ll move in stages to make sure everything goes smoothly.

Over the next three months (February to April 2026), Nova will contact you with:

• your new account details
• your plans and pricing
• any steps you may need to take

If you have multiple services or properties, you’ll receive separate emails, so everything is clear and easy to follow.

3. Do I need to do anything?

Not right now - your services will continue as normal with no interruption.

During the transition, you may need to complete a few simple steps, especially if you have broadband or mobile services. Nova will guide you through anything you need to do.

Nova will also let you know how to log in to the Nova Hub, their easy-to-use customer app and online account access.

4. Can I switch away?

Yes. You’re free to move to another retailer at any time, without penalty. This includes waiving any early termination fee that may otherwise apply if you are on a fixed term plan.

5. What should I do if I have just switched to another retailer, or switch before 1 May?

If you’ve already moved to another provider (or decide to before 1 May), there’s nothing more you need to do.

We’ll send your final bill once your new provider confirms the switch. Simply pay that bill as usual. Thanks for being with us, we really appreciate it.

6. Does Nova offer an account app like MyMegatel?

Yes. Nova’s online and app account access is called the Nova Hub.

The Nova Hub lets you:

• view and pay your bills
• track your energy usage
• submit meter readings
• manage broadband and mobile services
• update your details

Once your Nova account is set up, you’ll be able to log in.

7. What happens to my Megatel contract?

Once you’re services are transferred to Nova, Nova’s General Terms and Service Fees will apply.

If you’re on a fixedterm plan with special pricing or benefits*, your pricing will stay the same for the rest of your term, and you’ll keep any special plan pricing or benefits until your plan term ends. *

* For a small number of customers, Nova may not be able to match every Megatel benefit exactly. If that applies to you, Nova will explain the difference and offer the closest alternative. If you’re not happy with the change, you can switch to another retailer without penalty.

8. What if I don’t agree with Nova’s Terms?

If you’re unhappy with Nova’s General or Special Plan Terms, you can move to another retailer at any time, without penalty.

9. Will my personal information be shared with Nova?

Yes, we will transfer your personal details to Nova securely, and in line with our Privacy Policy.

Note: as Megatel is a trading division of Nova Energy, the agency that ultimately holds and secures your personal information is not changing.

10. Will my authorised contacts and other account details stay the same?

Yes. Your key account details - including your authorised contacts, emergency contacts, and support information - will stay the same.

You’re able to review and update your details at any time – simply get in touch. Nova will also remind you to check your information from time to time.

11. Someone at my property relies on electricity and natural gas for medical reasons. What should I do?

If you’ve already told us about a medically dependent person at your property, we’ll pass this information on to Nova.

If you haven’t told us yet, please contact us as soon as possible so we can record this on your account.

We’ll work with Nova to help ensure you stay connected, except in situations outside anyone’s control. It’s important to have a backup plan, in case of a power cut or gas outage.

Your back-up plan could include a back-up power supply, a battery or generator, torch, going to a friend or family member's home who has power or, in an emergency, calling an ambulance.

If you rely on medical equipment, we also recommend speaking with your GP, hospital, or equipment supplier about backup options.

For more information on preparing your back up plan, go to the Electricity Authority's website.

12. Will the Chinese and Korean language support continue?

Yes. Our Customer Care team is joining Nova, so you can continue to get support in Chinese and Korean if you prefer.

You’ll also be able to request Chinese or Korean language when using the Nova Hub.

13. What happens to my Megatel Reward Points?

Megatel’s Rewards Points Programme will be coming to an end on 31 March 2026 as part of our move to Nova

Customers who have earned enough points to redeem (minimum 3,000 points) will have their Points Redeemed as a credit on their final Megatel bill. Any unused points will expire from 1 May 2026.

14. What happens to my Megatel account?

If you have energy and broadband services, you’ll receive your final Megatel bill in early April. Mobile customers will receive their final Megatel bill in May.

After that, Nova will take over your billing.

If any additional charges arrive after your final Megatel bill (for example, international calls), Nova will include these in your later bills.

About Nova

15. Who is Nova Energy?

’Nova’ and ‘Megatel’ are both brands of Nova Energy Limited, a proud subsidiary of the Todd Corporation - one of New Zealand’s leading energy companies with a history dating back to 1884.

Nova is a nationwide energy generator and retailer, serving around 160,000 customer connections with electricity, natural gas, broadband, landline phone, mobile, and electric vehicle charging services.

As an energy generator, Nova is committed to providing reliable and increasingly renewable energy for today and the future. Nova currently operates three power stations using thermal and solar energy, and they’re building a new 400 MW solar plant in the central North Island in partnership with Meridian Energy.

You can learn more about Nova on their website.

16. Megatel offers me great service, what about Nova?

You’ll be well looked after. Nova is well known for its excellent customer service and great value.

At the 2025 NZ Compare Awards, Nova won:

• Best Customer Support for Broadband
• Best Customer Support for Mobile
• People’s Choice for Power
• People’s Choice for Mobile

Nova’s Customer Care Policy outlines their service promises and how they look after their customers.

17. Does Nova have a dedicated business support team?

Yes. Nova has a team of experienced account managers who support business customers of all sizes.

If you need help, you can contact them by email or call 07 306 2700, Monday to Friday, 8.30am–6pm.

18. Does Nova have a chatbot available to help 24/7 like Megatel’s Ellie?

Yes. Nova’s online and app virtual assistant is called Greg Grover.

You can find Greg on the Nova website and in the Nova Hub — Nova’s online and app account access.

Services, plans, and pricing

19. Will my pricing change?

We are working hard in the background to match your current Megatel plans to Nova’s best equivalent plans. See below sections for more information on your service pricing, including what will happen if your currently on a fixed term plan with Megatel.

Some of Nova’s plans a little differently, so you may notice small differences in the plan names and how things appear on your bill.

Nova will clearly outline your plans, pricing and any changes during the transition.

If you’re not happy with the plan you’re being moved to, let us know. We’ll see if another plan is a better fit for you. If you’re still unhappy you can move to another retailer at any time, with no penalty.

20. Can I choose a different plan with Nova?

Yes. Once you receive your welcome email from Nova in early April, you’ll be able to review your plans and make changes.

Alternatively, if you want to make any changes to your plans now contact us.

21. Does Nova offer the the same services and discounts as Megatel?

Nova offers electricity, natural gas, broadband, landine phone and mobile services for homes and businesses nationwide.

Like Megatel, Nova also offers discounts when you have two or more services on your account. Nova calls these their Multisaver Plans, and these are available to both residential and business customers The Multsiaver discounts match Megatel’s Mega Saver Promotion discounts.

You may notice some differences in bill layouts and plan names - Nova will explain these in your welcome information.

22. Will my Mega Saver Promotion discounts continue with Nova?

Yes. If you currently receive Mega Saver discounts, you’ll automatically move to Nova’s Multisaver Plans, which offer equivalent savings. These discounts apply to both residential and business services.

For more information on Nova’s Multisaver discounts, visit Nova’s residential and business customer Multisaver website pages.

Please note: Nova’s bills show the Multisaver plan name, not the discount amount.

23. I am on a fixed-term plan, will my pricing or contract terms be change?

No. If you’re on a fixedterm plan with special pricing or benefits, your pricing will stay the same for the rest of your term, and you’ll keep these until your plan term ends.

In a small number of cases, Nova may not be able to match every Megatel benefit exactly. If that applies to you, Nova will explain the difference and offer the closest alternative. If you’re not happy with the change, you can switch retailers, without penalty.

24. If I’m on a fixed-term plan and choose to leave, will I be charged exit fees?

No. You can leave without penalty. This means any early termination fee that may otherwise apply will be waived if you want to switch away.

25. What if I want to make changes to my current fixed-term plan (e.g., upgrade or downgrade plans)?

If you want to make any changes to your plans you should contact us to discuss your options and pricing that may apply.

Electricity service questions

26. Will my electricity pricing change when I transfer to Nova?

Yes, unless you are on a Fixed term Plan.

We’re working hard in the background to match your current Megatel plans to Nova’s best equivalent plans.

Please note:

• Megatel and Nova use slightly different pricing structures, meter descriptions and bill layouts.
  • If you’re on a fixed term plan with special pricing or benefits, your pricing will stay the same for the rest of your term, and you’ll keep any special plan pricing or benefits until your plan term ends. *
• If Nova can’t match a specific Megatel plan benefit, they’ll explain this and offer the closest alternative.
• You can switch retailers if you prefer, without penalty.

If you have any questions, or would like to discuss your plan options, our team is here to help.

* For a small number of customers, Nova may not be able to match every Megatel benefit exactly. If that applies to you, Nova will explain the difference and offer the closest alternative. If you’re not happy with the change, you can switch to another retailer without penalty.

27. I am on a Low User or Standard User plan for my home now, will this change?

No. Your usage category (Low User, Standard User, Non-Standard User) will stay the same during the move (unless you change it with us before 1 May – which you are welcome to do at any time).

28. Does Nova offer Time of Use electricity plans for residential customers?

Not at this stage.

29. Will my Solar buy-back rate change?

Yes. Your solar export rate will change to Nova’s rate which is 10 cents per kWh (plus GST if you’re GST registered).

Broadband and landline phone service questions

30. Will my broadband pricing or speeds change at Nova?

No. Nova’s broadband plans and pricing match Megatel’s, although plan names differ. Nova will explain any naming differences during the transition.

31. Will there be any changes to my phone call pricing?

Megatel’s standard phone calling rates will apply from 1 May to all landline customers.

32. Will I need to change my broadband modem or router settings?

In most cases your broadband will continue working just as it does now, with no changes needed. A small number of customers may simply need to restart their modem.

Nova will get in touch in February with easy step‑by‑step instructions and support to guide you through your change over, including their help desk contact details.

33. Can I keep my landline phone number?

Yes, your number will stay the same.

34. I have a Static IP address. Will this transfer to Nova?

If you have or request a Static IP for your broadband connection, Nova will let you know any actions you need to take once your broadband service transfers, along with who to contact for help.

Mobile service questions

35. Will my mobile pricing change?

No, your monthly mobile plan pricing will stay the same.

36. Will my mobile plan change?

Possibly - but in a positive way:

• If you’re on an Endless Plan, you’ll move to a plan with the same or more max‑speed data.
• If you’re on a Roll Over Plan, you’ll move to Nova’s equivalent Endless Plan, as Nova only offers endless mobile plans.

Endless plans give you max‑speed data up to your allowance, then endless data at reduced speeds - so you never run out (subject to Nova’s Fair Use Policy).

37. What happens to my rollover mobile data?

You won’t lose it. Before you move, Nova will allocate you max‑speed data equal to or greater than your existing rollover balance.

38. Will my mobile calling costs change?

Nova will be matching Megatel’s international calling rates, but text (SMS) rates do change from time to time. For Nova’s Mobile and SMS rates, visit their webpage here.

39. Do I need a new SIM?

Yes. You’ll receive a Nova SIM with clear instructions on when and how to switch it over.

40. Will my mobile network change?

Yes, Nova’s uses the 2degress mobile network.

41. Can I monitor my mobile data usage?

Yes, account holders can track mobile usage in the Nova Hub and all mobile users are sent a text alert when you reach 100% of your max speed data allowance.

Billing and payments

42. What will happen if I have a credit on my account?

If your Megatel account is in credit before your move to Nova, we’ll refund that amount back to you either on your last bill with us or we’ll transfer it to Nova (if you are owed a credit after April for whatever reason).

43. What will happen if I have an outstanding balance?

Any unpaid balances on your Megatel account will be transferred to Nova in May. It will appear either on your May or June bill, unless you pay it beforehand.

44. I receive WINZ and/or Superannuation redirection payments; will these be transferred to Nova automatically?

No. Once you receive your welcome email from Nova in early April, you’ll need to update Work and Income New Zealand with your new Nova customer details and bank account number so your payments go to the right place.

Please also see Nova’s Customer Care Policy for more information what to do if you are having payment difficulties.

45. I have a payment plan arrangement in place with Megatel. What happens to it?

Your existing payment plan will move to Nova automatically. You won’t need to set up anything new, your arrangement will continue as agreed.

46. What bill payment options does Nova offer?

Nova offers a range of easy payment options. These option are available on Nova’s website and on the back of Nova’s bills.

47. I have a direct debit / credit card set up with Megatel. Do I need to update it?

Yes. You’ll need to update your payment details to go to Nova’s bank account. We’ll let you know how and when to do this.

Please note that Nova charges a 1% processing fee for credit/ debit card payments.

48. I pay by telephone or internet banking. Will the bank account number change?

Yes, you’ll need to update your payments to Nova’s bank account. For now, keep paying Megatel, we’ll let you know when it’s time to switch.

49. I pay using different payment methods for my telco and energy services. Can I keep doing this?

You can keep using your different payment methods for now. But when you transfer to Nova you will need to update your payments to go to Nova’s Bank account. We’ll let you know when it’s time to switch.

Nova offers a range of easy payment options. These option are available on Nova’s website and on the back of Nova’s bills.

50. I receive separate invoices for my telco and energy services. Will this continue?

Nova normally sends one bill per account, which makes things easier to manage.

If you’d prefer to keep your energy and telecommunications services on separate bills, you can request separate Nova accounts once your services move over in May

51. I have multiple Megatel accounts. Can these be combined into one bill with Nova?

Yes. After 1 May, you can combine your accounts into one bill, as long as the account holders are the same.

52. Are there any fees I should be aware of?

Nova’s service fees (for optional or additional services) are listed on their website. You can check them anytime.

Please note some of Nova’s service fees differ from Megatel’s fees – for example Nova charges a 1% processing fee for credit/ debit card payments.