Voice Calling

• Voice calling over broadband (VoIP) is our calling service available on Fibre, HFC, VDSL and ADSL broadband plans that is made over your broadband service.
• If power is not available then broadband, and any services which run over it including voice calling from your home phone (and all calls, including emergency calls to 111), may stop working unless there is battery backup in the home. We recommend always having a charged mobile phone ready to use as a back up.
• Services that require a fixed line phone line to work, such as monitored alarms, faxes, the interactive features of SKY digital or PABXs may be incompatible with our calling service. We recommend checking with the provider of any existing fixed line dependant services.
• Once your broadband is connected you’ll need to plug your home phone directly into your supplied modem instead of the wall phone jack. Other modems will not work.

One NZ's Consumer terms and Broadband & Home Phone Terms apply.

About broadband

• If you are switching to us from another broadband provider, you will need to contact them to arrange disconnection of their service to you.
• If you’re switching to us and within your contract period with another provider, they may charge you an early termination fee.
• Most systems such as monitored medical, security or other alarms should work on HFC broadband or with voice calling over broadband, but some don’t. You can check by calling the company that monitors your alarm.
• We cannot guarantee the availability of broadband services to you until the services are connected.

Set up fees

• No charges apply for standard connections.
• Additional charges may apply for non-standard connections.

If you aren’t on an HFC plan already, you can start by signing up to a broadband plan with our Address Checker. This lets you know whether HFC broadband is available at your address.

Once you've signed up for HFC, an appointment will be booked to meet with our technician at your install address. They will assess the property for you, and explain what is involved. And they will confirm whether you need a consent before proceeding.

The technician will bring all of the equipment required for the HFC install, including the cable modem.
Installation takes between 1-3 hours. There may be some disruption to existing phone and broadband services during the installation. Someone over the age of 18 needs to be home during the duration of the install.

Most systems such as monitored medical, security or other alarms should work on HFC broadband or with voice calling over broadband, but some don’t.

Before installing HFC broadband, contact the company that monitors your alarm to ask if it will work.

The difference between these broadband technologies is speed and the method of delivery.

• ADSL stands for 'Asymmetric Digital Subscriber Line', and it uses the copper network from Chorus. ADSL is ideal for basic internet activities like web browsing, email and online banking.
• VDSL is faster than ADSL, but it is not as fast as Fibre. VDSL lets you enjoy better HD video streaming and sharper online video chats, when compared to ADSL.
• HFC is faster than both ADSL and VDSL. HFC is our hybrid fibre coaxial network, that uses DOCSIS 3.1 technology to deliver high speed data.
• Fibre Broadband is faster than ADSL and faster than VDSL. Fibre broadband delivers your data over fibre optic cables, much faster than other technologies. Fibre is now the most common type of broadband connection.
• Wireless Broadband is delivered over our 4G mobile network or our 5G mobile network. The modem comes with a SIM card pre-installed, making it very easy to set up.

Set up your voice calling by following these steps.

See your payment options on our ways to pay page.

One NZ’s landline service runs over broadband and relies on power in your home to operate. This means that if there is a power cut in your home, your broadband and phone will not work, and you will not be able to call 111 emergency services on your landline (unless you have a backup power source). Some devices, such as home or medical alarms, may also not work during a power cut if they do not have an inbuilt battery. It's a good idea to always have a charged mobile phone handy or to prepare an alternative power source such as a generator or battery.

If you can show that you, or someone in your household, are more likely than other consumers to require the 111 emergency service, and have no alternative means to contact 111 at the premises, we will provide you with a means to contact 111 in a power cut, free of charge. For more details on our obligations under the Commerce Commission’s 111 Contact Code, eligibility criteria and how to apply to register as a vulnerable customer, visit https://one.nz/vulnerability/ or call us on 0800 438 448 (between 8am-7pm, Monday to Friday).
Our medical dependency page also contains information about how to make a complaint relating to the 111 Contact Code.