Mercury Reviews 

Dreadful. Been on satellite internet for 5 years with faster service than this. When trying to talk online the 'fibre' service kept dropping out (which is what I was complaining about!) so by the 3rd time I was asked to provide the details literally listed in the chat script above their request I gave up. Look elsewhere.

Called to have fiber reconnected after a flat mate left. On the phone 1 hour one day on hold multiple times speaking to multiple people. 1 week later we still had no internet at the house. Called to query and had to do it all again! Spoke to 10 people in one phone call! And then was told it might be another week before its on...we have a modem here already too. Ridiculous

Can I put 000 star?
How bad are they? Very
Subscribed over the phone for 2 years: gas + electricity + internet, we could have a free fridge.
We spent 1h30mins with the guy over the phone to suscribe he read us all the terms and conditions like a robot. Everything seemed fine (delay of 2 weeks for the fridge delivery).
2 weeks after, when we moved into the new house - No gas and no fridge, not even in transit.
The guy open the gas pipe line in a residence in Wellington at OUR cost as they don't take liability (we are in Auckland and have gas bottle!)
Took ages to resolved that issue (also because they stopped one of us by being the point of contact and we had to fill out more forms, be together over the phone to allow the other person to be part of the contract - which was done over our first conversation, but nobody want to listen to 1h30 recorded phone conversation).
The fridge ETA is now 2 weeks after the gas has been delivered!! For about a month we had no gas and no fridge and had to pay extra rent to have hot water somewhere.
Now, a year later, gas issue again.
We have an empty bottle (out of 2), ask for delivery, received a text like what they couldn't deliver because no gas was required and we got charged for it. We are not too dumb and wouldn't order a bottle if nothing was required.
They won't provide us with the contractor details, not even the name of the company. They won't ask for them to give me a call on the next delivery, won't pay the non delivery fee or credit it. Now we need to order another delivery, and see if they are judging if we need a bottle or not.
Absolute NON SENSE, please run.
Also there is absolutely no good on suscribing for electricity, no free hour or reduced costs hours. Full price all the time and no good customer service. You are the customer and yet you are ALWAYS wrong.

I definitely don’t recommend getting with Mercury we are paying for the most expensive Internet thinking that we would get good Internet but we are getting as much download and upload as the cheaper option and because we have signed up with them for two year contract we can’t change it to the cheaper option either please don’t waste your time the power is super expensive with them as well

I dealt with Meagan who was in Tauranga over the phone...This girl was awesome...she sorted out my problem with such kindness and efficiency...thank you Meagan you made my day

Over promised and undelivered on a service when I signed up, some factors out of their control which is understandable, however this resulted in not having an internet for three weeks. No attempts could be made to rectify my bad experience and they were not willing to compensate in anyway beyond what they offer as a service. Left a sour taste and shocking experience

Tony and I have been with you for many years, just want to tell you with all the disruption in the world you are the best power company, you've given us a reimbursement on our April account, and we have rates and water to pay this week so happy our account for power was less and its helped us this month. three cheers for your company thank you Regards Shirley

If would have been possible, would have given an over-crossed star (or non at all).
Miserable company that have miserable people who works for them.
Will try asap to change! Their customer service is under the ice and that’s after waiting x 2 for 44 minutes to just get through. Outraged!

I've had a really good experience with Mercury so far, any time I need to call them or ask them a question, the service member on the phone knows the answer and is a real person in New Zealand unlike some other service providers who use call centers overseas who can barely understand my English and struggle around basic questions without putting me on hold.

Can't verify the company/cost itself. Signed up 3 times online, but didn't register. So called and spoke with call center and signed up again.
Apparently that didn't work either, so called again.
That also did not work. So I used the online chatbot to cancel my attempt at signing up.
Pretty bloody disappointing.

I called from Qld, Oz this morning to get some comparative prices and bundles, as we've bought a holiday unit in Christchurch which we're about to settle on and get essential services in place. The first "customer service" rep, answered a couple of questions, talked over me, and when I respectfully asked him to slow down and please let me speak the line dropped out, or else he hung up on me, I strongly suspect the latter. I called back, got a woman who was initially quite helpful, but again began talking over me without letting me express my questions clearly, no patience and quite rude, and I had to say please can you let me get my thoughts out as we're unfamiliar with how things operate in NZ. She pulled back then and was more attentive and answered my key questions as best she could, said she'd emailed my quote for me right then, however it has not since arrived. A disappointing experience, felt quite disrespected and so of course I won't be calling back and have since read all these dreadful reviews. We'll now move on from Mercury and hope to get a better customer service response from another company.

Relocating properties and providing power was a major hastle. They dont respond to emails.

I haven't seen a worse onboarding experience through any utility provider in NZ!

I (unfortunately) subscribed to Mercury mobile and so far it's been 2.5 weeks where the original SIM card was not delivered and they only sent the replacement SIM card 4 days after they were informed the original was not delivered.

Took another day for it to arrive, on this say they disconnected my existing carrier for porting and I'm left with nothing until the card arrived in mail.

I popped the card (finally) but the card didn't even activate on the carrier network.

I called their customer support team and they told me they can do nothing as their engineers have left for the day.

WHY WOULD YOU HAVE A SUPPORT TEAM WHEN YOU DON'T HAVE ENGINEERS TO BACK THEM?

I thought earlier of speeding things up by turning into their branch, which clearly tells you they can't help you in person, just call them.

HOW CAN I CALL YOU WHEN YOU LEFT ME STRANDED WITH NO PREVIOUS SUPPLIER, NOR A WORKING SIM CARD!!!!

now I'm having a deal lost because I can't get to the buyers no they can reach me!

I have never been stranded like that from any NZ utility provider before.

I'm regretting my decision to join them on mobile services

Boycott this company they make threats if you leave the contract early they don’t wanna give you a wireless data plan they don’t sort out the issue but they make it worse and also the worse customer service on earth.

shocking email very condescending insulting and accusing a loyal senior citizen customer of non payment - get your facts correct before sending such distressing emails to good customers who pay ontime.

No apologise from them at all

I have never experienced a company so uninterested in their customers. They absolutely do not care about customer experience or satisfaction. Only interested in their invoice being paid. We are so unsatisfied with their (lack of) service that we have paid their break fee of $350 to terminate our contract. DO NOT SIGN UP WITH MERCURY!!

Would give minus 5 stars for making power to expensive for us to pay for ! Great work keep it up!

Mercury is very arrogant to customers. Once a problem/issue happens, they will impose the "contract" finally.

Power went out no notice took over 30 minutes to get someone on the phone with a dying cell phone battery.. chat bot thing was next to useless

I'm with Mercury for our electricity was with Spark for our fibre broadband but recently switched over keeping our Spark router. Instantly our fibre speed test reads Mercury ISP download speeds 800 down and 400 up. Very happy with Mercury. Hoping the speeds remain high. Very happy with Mercury.