Spark to charge broadband users for Xtra email service

In an email sent to users on Wednesday 6 March, Spark said the costs to run its Xtra email service “have increased significantly,” meaning it was no longer viable for the company to continue offering the service for free to broadband users.

A spokesperson for Spark said over the last year, the cost of running the service has increased by over 50%.

The fee, which already applies to users who don’t pay for a Spark broadband connection, will be introduced from 16 May.

According to communications to a Consumer supporter, the fee applies to each Xtra email address users have set up. Whether you'll have to pay more than one fee depends on how you use your account.

It comes a week after Spark announced a 4.8% drop in profit for the first half of its 2024 financial year.

How to make a free email account

Caught out by Spark’s new email fees? We’ll show you how you can change your Xtra email account to a free Gmail or Outlook account.

Create a free Gmail account

1. Go to Google’s accounts page.
2. Select “use another account” or if this option doesn’t appear, go to step 3.
3. Select “create account" and choose the option that best suits you from the drop-down menu.
4. Follow Google’s prompts to create a new account.
5. Enter any other details, like an email recovery phone number. This allows you to log in using your mobile if you’ve forgotten your password.
6. Make sure you save your new email address somewhere secure. It won’t have xtra.co.nz on the end.

Create a free Outlook account

1. Go to Microsoft Outlook.
2. Select “create free account”.
3. Follow Microsoft’s prompts to create a new account.
4. Make sure you save your new email address somewhere secure. It won’t have xtra.co.nz on the end.

Update your email on other sites

You’ve likely used your Xtra email to sign up for things like subscriptions, utilities, and social media. Scroll through your Xtra inbox and make a note of every service you want to keep receiving emails from. Then, visit each service’s website to log in and update to your new email address. This might take you a couple of hours, but it’s important so you don’t miss any bills or notifications.

Tell Spark you want your Xtra account closed

Spark has a dedicated form that you can fill out to let it know you want your Xtra account closed. Spark warns that once closed, you won’t be able to access any of your files or emails.

NOTE: Save anything you want to have access to later or forward the emails to your new email address. This might take some time too, but you’re likely to have lots of important documents, pictures, and messages stored on your account.

The closure won’t happen until 16 May, so you have a bit of time to get organised.

Where to get help

Having trouble setting up your new email? There’s help available.

• Stepping Up, a digital skills programme run by Digital Inclusion Alliance Aotearoa can build your confidence when it comes to the digital world.

• SeniorNet provides digital skills training for older people and can help you through the transition to a new email.

• Spark has more information about the changes on its website.