Mercury Reviews 

Said it would take 2-10 days to connect broadband

eero modem internet connection— what a bad service , today (21/02/2026) 6am i have faced difficulties to connect the internet 🛜my eero modem signal was RED… i had a talk with customer service,he replied 800 house affected the issues, will rectify the issue soon…now 20 hours is over…they cannot rectify the issues ..what a bad technology they are using to rectify this issue..? Are they living in 21st century or …

Never suggested to anyone..i am waiting to complete the contract period inorder to avoid fine..once completed the contract period i will kick off this from my home…

Wifi constantly drops out, I have to keep hot spotting off my phone. What is the point of paying for Wifi with Mercury when it is unusable 90% of the time?

I initially signed up with Mercury mid-last year for electricity, gas, and Wi-Fi, expecting a seamless experience. However, I was disappointed to find hidden costs and rising bills, which led me to cancel my electricity and gas services with them recently. The exit fees were a significant surprise, and I'm now working to pay off the outstanding balance.

On the positive side, the Wi-Fi service has been decent, and the extender they provided has been working well. However, I'm not happy about the overall experience and the financial burden of paying off the old bill while still covering my monthly Wi-Fi fees.

If you're considering Mercury, I'd advise being cautious and carefully reviewing the terms and conditions. Maybe it was just a bad experience, but I wouldn't recommend them to anyone looking for a hassle-free service.

Horrible, do not use their internet service, because you will regret it.
They will filter and block internet traffic for your "security". They restrict international bandwidth so you can't get your full internet speed.
Will charge you an early termination fee even though they failed to provide sufficient service in the first place.

I believe Mercury operates in a very sneaky and misleading way, and my experience felt like a scam.

I signed up on 6/08/2025 after a door-to-door salesperson promised “the best prices in the market” and said I’d be paying less. That was absolutely not the case.

Bills were much higher than promised, with increases that were never clearly explained. It feels like they hook you in with cheap talk and then quietly raise charges once you’re locked in. The contract is unclear and relies heavily on fine print, which you basically have to dissect to avoid getting caught out.

I cancelled my service, yet Mercury continued charging me for TWO MONTHS after cancellation. This has never happened to me with any other provider, ever.

Customer service is absolutely horrible. I spent around 90% of the call on hold, and when I did speak to someone there was zero care, zero accountability, and no effort to help. It felt like they simply don’t care once they have your money.

Between the door sales tactics, unclear contracts, sneaky billing, massive bills, and awful customer service, this company cannot be trusted.

Be aware. Read every word of the fine print. Do not believe door-to-door promises.

Review written 19/12/2025.

Terrible service.

Very pathetic service. Wifi not working for 5 days and every time has to spend 1 hour wait to customer service and expand same thing. Worst broadband provider in NZ

If you want the ultimate in bad, impersonal service, long wait times of an hour plus for telephone service, with a topping of inaccurate information, you must sign up with Mercury. I have been with them 2 weeks and I will be leaving at the first opportunity

I’m very disappointed with my recent experience with Mercury’s LPG service. I paid for a full cylinder on 21 October, but when my second cylinder ran out and I switched over, I discovered the replacement was completely empty.

When I contacted Mercury, they refused to replace or refund it, even though the Consumer Guarantees Act requires suppliers to deliver goods in usable condition. They insisted it was my responsibility, and offered no solution except for me to pay for another cylinder.

This issue was not the only problem. Their delivery delays have been very poor — my order placed on 29 August didn’t arrive until 15 September, which is far longer than the “6 working days” they claim.

What made things worse is that they never even suggested checking for a possible fault or leak in the empty cylinder, which raises safety concerns. Instead, they dismissed the situation entirely.

After this experience, I no longer feel confident in their service or reliability, and I’m switching to another supplier. I hope Mercury seriously reviews their delivery process, customer service, and safety checks. 1 star is too much for them

Give them one star cause ai cannot go lower than that.

Those guys have no clue what rhey are doing: they got my address wrong, so electricity was delivered to wrong address. I cannot imagine being disconnected from power and reconnected without you asking.

Then, my mobile SIM Card delivered to same wrong address, the router to same wrong address. After hours apent waiting on thr phone, the. told they updated my address, I had to provide the ISP number, they still delivered to thr wrong address.

Cowboys, useless. My son 3 years old would have do e a better job.

Stay away of Mercury if you can

Mercury is absolutely shocking for gas readings. They do not do a reading for months and then you get months of estimates in a row. They have contractors who lie and say they couldn’t access the meter which is rubbish. I just had a $1307 gas bill so with electricity is was $1149. For a 2 person household!! My meter is accessible but their contractor lied. They did this last year. They are supposed to do every 2 months, so if they miss 1 month then it means it’s 3 months of estimates. Ive heard of people with longer periods! The problem is you don’t know they haven’t done a reading until after the fact. My bill comes out nearly two weeks after the reading. The app does not match the bill when it finally comes - it says it’s an actual when it is not. Their estimates only take prior months and do not compare the previous year with the same period and seasonality. So if you go from summer into winter, it’s already wrong. I moved away from them and was gutted when they bought out Trust. They have increased the gas costs and got rid of my low user electricity user charges,
You can’t get hold of anyone, you message them on their stupid app and nothing is sorted out, would not recommend!!!

When sold plan to us, mercury sales person did not mentioned anything about top up charges.
We have had $19 plan. However sent me bill for $250. Concern was of the paln is of $19 , then should stop services once $19 limited is done.
It's all bullshit.
Forcing customers to pay.
Worse company to get bundle plans, mobile , electricity, and wifi.

Customers be aware Mercury signed me up in August even though I wasn’t moving into my new place untill the end of September- they told nothing would be charged to me during that time then we were billed in August - we were also told that our power and broadband would be live when we took possession nope they hadn’t done anything just excuses about the old occupier not communicating with them - we also took the free Samsung Appliance we were told that it would be here on possession date but infact it’s not ordered untill after the connection date - now we are told you have to pay your first bill before it’s ordered - then we are told it’s been ordered- then no it hasn’t it’s on back order- Mercury have no intention of sending these out so be careful- they also listened to all the calls I’ve made and heard what the staff have said and admitted they are in the wrong but there is nothing they can do. Apparently they will call Monday to sort something out let’s not hold our breath - Customers you have been warned

They make it easy to sign up for services, but if you want to cancel, expect waiting 2+hours for them to pick up their phone (no way to cancel ANYTHING on their website - what a joke)

Very disappointed with the billing system of Mercury for those of us that still prefer to get their monthly bill via snail mail. For the 3rd month in a row we get our paper bill a few days before the bill is due. This month the billing cycle ended on 4th Sept. Mercury stated they processed the account on the 7th Sept. We received the bill on the 24th. Bill due date 25th Sept. I contacted DxMail who mercury use to deliver letters who said there was no record of any delays with their north island service. 3 months in a row Mercury taking 17+ days to send us our bill. I was offered a $100 credit to sign upto a 2 yr contract with Mercury but reminded very quickly they'd charge me a $50 early termination !! I believe this is a ploy by mercury to force customers to swap to email billing. They save money while our power bills have never been higher. Shame on you Mercury.

If you trying to join mercury and attracted by $150 credit, think twice. They are not cheaper then other companies, I am trying to terminate my contract, sent them 2 email no response in 2 weeks, when call them minimum waiting is 49 to 59 minutes.
"DO NOT RECOMMAND"

The best way to get in touch with Mercury is via chat function on their website. You'll get a quick response and it's very helpful. I tried calling their 0800 number but the wait times are long. The emails are slower as well and takes up to 7 to 10 days to get an answer. Recommend using the chat function and you should be able to get your query handled right away. Remember that the call centre staff are handling angry and frustrated customers all day long. They are frontline and there to help. If they are rude it's probably because the caller is rude, abusive, demanding and entitled. Be respectful and stick to the facts. You'll get the best service and result in the long run.

Five days after my gas bottle delivery was scheduled I received a notice to say they couldn't deliver because there was a hole under the house. It looks like the delivery person has put their foot through the composite board below the weather boards. I'm now on the brink of running out of gas (thinking they'd delivered when they said they had), and have a hole in my house. I saw the delivery person go past the window and my car was in the driveway when they went to deliver so he could easily have knocked on the door to tell me what he'd done and we could have sorted it immediately. I recently switched to Mercury and never had any issues at all with the previous company.

This company is a joke.
The power has been out nearly 24 hours and still no updates nothing.
They have zero care for customers and not to mention soo many customers will have to throw away food from fridges etc
They are pathetic absolutely pathetic🤬

Not to mention there is only 2 of us that live here and we are conservative don’t use a lot of power and cook with gas yet our power bills are never consistent…..how does that work.
They say they have free power days but we have never had one nearly a year with them and not one free day.
What a 🤬 joke.
I am seriously over this company all they care about is taking your money and no regard for customers what’s so ever.

DO NOT GO WITH MERCURY FOR POWER/ELECTRICITY be warned.