Questions about my accounts and the Lightbox-Neon merge Print

I cancelled my Neon subscription partway through my billing cycle and still have an active Lightbox subscription, what happens to me?

If you've cancelled Neon but you still have an active Lightbox subscription, you will still have a subscription in new Neon.

If you don't wish to continue with new Neon, you can cancel at any time via the My Account page.


As a previous Lightbox standard customer what changes apply to me?

Lightbox customers told us they would like more great TV series and movies included in their subscription and with the change to new Neon, any Lightbox subscribers who were not also Neon subscribers will get more excellent quality movies and shows. Any subscribers who were already both a Neon and a Lightbox subscriber will get the same content for one subscription price, all in one place.

Also, we're adding Download & Go to everybodies service which is an excellent addition and was only previously available to Lightbox Premium customers.

The small change in fee ($0.96c) for customers who were on Lightbox standard subscriptions reflects these changes and we really hope you'll love the awesome new Neon service.


Do Lightbox Premium subscibers just get the standard Neon subscription?

Neon has just one subscription price of $15.99. Everyone gets all the same benefits. So easy.


I had both a Neon and a Lightbox subscription, when will my next billing date be and which credit card will be charged?

If your registered email addresses were the same for Neon and Lightbox and both subscriptions were current on launch day, i.e. they have not been cancelled, then your existing Neon billing date will continue as usual and be your billing date for new Neon. The credit card that is registered with your existing Neon subscription will be charged at your next billing date.

If either of your subscriptions has a promotion or discount already applied to it, we will ensure you retain the best value for your new Neon subscription, and apply the best promotion or discount to your new Neon subscription over the life of the promotion or discount. Very occasionally this may mean a slightly lower discount per month, but will guarantee you save more over the life of the promotion or discount.


I had both a Neon and a Lightbox subscription, which credit card will now be used for my subscription?

If you had an existing Neon subscription which had not been cancelled and an existing Lightbox subscription registered to the same email address, then the credit card from your existing Neon subscription will be used.

You can manage your credit cards in your My Account, head to neontv.co.nz/my-account/subscription and under Payment Details you can check your credit card details there.


Has my billing date changed?

Your new billing date will be the same as your current billing date unless you had both an active Neon subscription and an active Lightbox subscription on launch day registered using the same email address.

To check your billing date head to neontv.co.nz/my-account/subscription.


I’ve cancelled my Lightbox subscription partway through my billing cycle and still have an active Neon subscription, what happens to me?

If you've cancelled Neon but you still have an active Lightbox subscription, you will still have a subscription in new Neon.

If you don't wish to continue with new Neon, you can cancel at any time via the My Account page.


I had just a Lightbox subscription, what happens to me?

If you only have a Lightbox subscription registered to your email addresses, then your Lightbox subscription will become a new Neon subscription.

Your billing date will stay the same, credit card information will be transferred across and any promotions or discounts that may apply to your subscription will be applied to your new Neon subscription. Just log in as per usual to enjoy the new Neon!


I just had a Neon subscription, what happens to me?

We got you! If you only had a Neon subscription registered to your email address, then your Neon subscription will become a new Neon subscription.

Your billing date will stay the same, credit card information will be transferred across and any promotions or discounts that may apply to your subscription will be applied to your new Neon subscription. Just log in as per usual to enjoy the new Neon!


I have both a Lightbox and a Neon account, which password should I use when I first login to new Neon?

To log in to new Neon, just use your usual Lightbox password and email address.

Forgot your password? Reset it here.


I had a Neon and a Lightbox subscription, but I use different email addresses for each, what will happen to me?

We use an email address to identify customers who have a subscription with both Neon and Lightbox and to then merge these into a single subscription.

If the email addresses do not match then we cannot merge the subscriptions and so both subscriptions would continue as separate Neon subscriptions.

If you now have two active Neon subscriptions you can simply cancel one of them or contact us for more help.


I previously had Lightbox as part of my broadband package with Spark, what is changing for me?

If you had Lightbox as part of their Spark broadband package you would have been contacted directly by Spark with all the details of what’s happening.

Spark customers will be able to subscribe to Neon through Spark, for more details contact Spark directly or visit spark.co.nz/getmore/neon.


I'm a Spark customer and don't have a credit card on file with new Neon, what do I need to do?

If you had Lightbox as part of their Spark broadband package you would have been contacted directly by Spark with all the details of what’s happening.

Spark customers will be able to subscribe to Neon through Spark, for more details contact Spark directly or visit spark.co.nz/new-neon.


What if I don't want to continue with new Neon now Spark are going to charge me?

If you do not want to continue with your new Neon subscription through Spark you should contact Spark directly as soon as possible and notify them.

For details of how to contact Spark directly visit spark.co.nz/help.


I had a Lightbox Premium subscription, how much will I pay now?

You will be charged the Neon subscription rate of $15.99 per month from your next billing date.


I had a Lightbox Standard subscription, how much will I pay with new Neon?

You will be charged the Neon subscription rate of $15.99 per month from your next billing date.


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