In the past couple of weeks we have become aware of isolated issues where some customer’s online card top-ups have not worked.

Some customers have received an error message when trying to top-up but then the transaction appears to have gone through.  Please note that the money from these transactions has not been received by Auckland Transport and will not be charged to your credit card.  It may be that the amount is “on hold” with your bank which the bank will then release back to you.  This can take between 7 – 10 days depending on who you bank with.

If you have an issue or a query you can contact us, on ph 09 366 4467, Mon-Fri 6am - 9pm, Sat 7am - 8pm, Sun and public holidays 8am - 6.30pm and we will assist in resolving this. Please be aware our call waiting times might be a bit longer than usual.

We are working hard with our technology suppliers to fix the problem and are aiming to have it rectified as quickly as possible. We apologise for any inconvenience this may have caused you.

Auckland Transport

AT HOP WiFi launches at train stations 26 May

Following the introduction of Auckland’s new electric trains, free WiFi internet access will be launched at train stations on 26 May. Full WiFi access will be available for eligible registered AT HOP card users through a new service called “AT HOP WiFi”.

Auckland Transport, in conjunction with Telecom New Zealand, is initially introducing the service for eligible registered AT HOP users at 40 train stations on its public transport network. WiFi is scheduled to be phased onto the network’s 14 ferry wharfs and 11 bus terminals over the coming months.

Auckland Transport’s Chief Operating Officer, Greg Edmonds says, “AT is pleased to be partnering with Telecom to bring this added value service to our registered AT HOP card customers.

“We are always looking at ways to improve and add value to the public transport experience for our customers. WiFi at our train stations offers customers an opportunity to check out emails, Facebook, Buzzfeed and the like or to kick start their working or study day”.

Mr Edmonds says WiFi on trains, buses and ferries is also being reviewed as a possibility in the future, dependent on technology.

Ed Hyde, General Manager of the Telecom Digital Ventures team that has developed the WiFi solution says that free WiFi internet access on train stations is great news for Auckland.

“Greater connectivity on the go has huge benefits for transport users and for Auckland. People can better connect with their friends or keep in touch with their business or office while at the train station. International visitors can share their holiday experiences with family and friends. That’s all helping to make Auckland one of the world’s most liveable cities.

“Partnering with Auckland Transport to provide free WiFi for AT HOP users is a natural extension of the Telecom national WiFi strategy. We already have nearly 1000 WiFi hotspots around New Zealand, and partnering with key infrastructure providers such as Auckland Transport is the next step in delivering a seamless customer and mobility experience.”

Eligible AT HOP users will be able to access free WiFi with no daily time limit, although a data usage cap of 1GB per day will apply. Customers without an AT HOP card will be able to connect to the free WiFi service for 10 minutes a day.

To connect to the service, customers can log-on using the last seven digits on their AT HOP card, no matter who their current mobile provider is.

For more information, or to register your AT HOP card to be eligible for free WiFi visit AT.govt.nz/athop.

We would like you to know that our AT HOP terms of use have changed. Terms of use of the AT HOP cards are available here.