What is voice calling over broadband?
Voice calling over broadband (VoIP) is the latest in phone line technology. VoIP stands for “Voice over Internet Protocol”. It replaces the old analogue voice signal with a digital signal which is transmitted over the internet.
Voice calling over broadband has quickly become the norm for landline calling throughout NZ.
We continue to upgrade our landline customers to voice calling over broadband, so you can enjoy more advanced features as they become available.
Voice calling over broadband has quickly become the norm for landline calling throughout NZ.
We continue to upgrade our landline customers to voice calling over broadband, so you can enjoy more advanced features as they become available.
What you need to know before you start
To use voice calling over broadband, you’ll need to use the latest One NZ modem we’ve sent you and check your phone is capable of making calls over broadband (VoIP capable). Our voice calling over broadband service won’t work on other modems. If you don’t have either of these please contact us.
Voice calling over broadband works with mains power and an active One NZ broadband service. All calls are made using your broadband connection. During a power cut, your broadband doesn’t work, so neither will your phone line. This includes all calls, even emergency calls to 111. We recommend always having a charged mobile phone ready to use as a backup.
Most systems such as monitored medical, security or other alarms should work with voice calling over broadband, but some don’t. So, it's important that you call the company that monitors your alarm to ask if their service will work with voice calling over broadband. If not, they may be able to find an alternative for you before you switch to voice calling over broadband.
Setting up your voice calling over broadband is a two-step process. First, you need to connect your One NZ modem to the internet, then you set-up your phone. How to connect your phone will depend on what type of internet connection you have at home eg, Fibre, ADSL or VDSL and whether you have integrated wiring.
Ready to start your set-up?
Frequently asked questions
Do I need to change my phone's handset?
If you only have one phone and it's capable of making voice calls using broadband, you won't need a new phone. It'll work just fine.
Is my phone capable of making voice calls over broadband?
You will need to check your phone's user manual to see if it is capable of making voice calls over broadband. Alternatively, you could search online for your phone's make and model number to see if it is capable.
What if I have multiple handsets?
If you have integrated wiring, you can plug your phones into your wall phone jack. If you don't have integrated wiring you will need to plug your base unit into the back of your One NZ modem. Remember to check that your phone is capable of making voice calls over broadband first.
What is integrated wiring?
When some houses had fibre, or HFC installed, integrated wiring was also added. This means your existing wall phone jacks link to your Fibre or HFC connection. We are unable to offer integrated wiring for our ADSL or VDSL customers, and we recommend talking to your local electrician.
How do I know if I have integrated wiring?
Once your modem is set-up, connected to the internet and you have switched to voice calling over broadband, plug your phone into the wall phone jack. If you hear a dial tone, you have integrated wiring.
Do I have integrated wiring if I'm not on Fibre or HFC?
No, we are unable to offer integrated wiring for our ADSL or VDSL customers at this time. We recommend talking to your local electrician.
Important: contacting 111 in a power cut
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 one.nz/vulnerability or call us on 0800 438 448 (between 8am-7pm, Monday to Friday). Our website also contains information about how to make a complaint relating to the 111 Contact Code.
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 one.nz/vulnerability or call us on 0800 438 448 (between 8am-7pm, Monday to Friday). Our website also contains information about how to make a complaint relating to the 111 Contact Code.
Do I need to change systems such as monitored alarms?
Most systems such as monitored medical, security or other alarms, fax machines, EFTPOS terminals and loud external ringers should work over broadband. However, we recommend checking with your alarm provider to confirm this.
Will my fax machine work with voice calling over broadband?
Most fax machines will work using voice over broadband. However this depends on the make, model and age of the fax machine. We recommend checking the fax machine’s manual to see if it will work over broadband. You may also want to consider using a cloud based fax solution e.g. fax to email services instead of your fax machine. Providers such as TNZ offer this alternative.
Will voice calling work with EFTPOS machine?
The majority of EFTPOS terminals should work over broadband rather than using a dial up phone line. However, we recommend you have a discussion with your EFTPOS terminal provider to confirm this before you upgrade.
What call features are available?
The following call features are all available with voice calling over broadband: Voicemail, Phone Divert, BestMates for home phone, Caller ID, Call Control and Call Waiting. You may need to set them up again once your voice calling over broadband services are activated – you can use the guides on how to use these phone calling features. Or if you'd like to add any of these services, call us on 0800 891 740.
How can I make emergency calls?
If you need help from the police, the fire service, or you need an ambulance, dial 111 and the emergency operator will connect you to the right place.
Remember, 111 is for emergencies only. Only call 111 if you need immediate help from one of these emergency services.
When you call emergency services on your phone, a report is automatically sent to them with important information. This includes your phone number, location information and IMSI (an identifier of your phone on our network).
One NZ is signatory to TCF Emergency Calling Code. If you think One NZ is not complying with this Code, you can raise the issue with us, see here. For details on the independent dispute resolution service TDR, see here.
Remember, 111 is for emergencies only. Only call 111 if you need immediate help from one of these emergency services.
When you call emergency services on your phone, a report is automatically sent to them with important information. This includes your phone number, location information and IMSI (an identifier of your phone on our network).
One NZ is signatory to TCF Emergency Calling Code. If you think One NZ is not complying with this Code, you can raise the issue with us, see here. For details on the independent dispute resolution service TDR, see here.
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