This page explains how you can troubleshoot no internet connection problems on your Mobile Phone.
Before you begin
Roaming
If you are roaming, there are a few things that change when you roam outside of New Zealand. The most important of which is selecting a network manually if you have more than one network where you are.
For a full troubleshooting guide check our roaming help page.
If you are still having trouble, give us a free call on +64 9 355 2007 and we'll make sure you're set up correctly at our end.
Steps
Check that mobile data is enabled on your device
Mobile data needs to be enabled on your device to be able to access the internet, refer to our device guides for more information
Check if it is affecting 1 app or multiple apps
If it is just affecting 1 app then thermust be an issue with the app itself and not the data on their device. Check if there is any troubleshooting content available for that app.
Check that you've paid your bill
For your services to keep running smoothly, ensure your account payments are up to date if you are on a monthly plan and that you have topped up your account if you have a Prepay connection.
Check you are in coverage
You will need to be in an area which has the appropriate coverage to access the internet, check that you are in coverage
Check for any known network issues in your area
You can find out if there are any known issues in your are by going to https://one.nz/help/network-status/ .
Check if you have available data
You will need data available on your plan to access the internet, check your usage to see if you have data available
Try turning your device off and then back on
Sometimes resetting your device can resolve any issues, refer to our device guides for more information
Check your APN/ Phone settings
If you've tried the above steps and established that the issue is affecting your phone, then check your APNs by referring to our device guides .
Try your SIM card in another device
Insert your SIM card in another device. If it still doesn't work, there is likely a problem with your SIM card or account - please contact our Customer Care team .
If your SIM card works in a different device, it may indicate an issue with your device.
What to do if that didn't work
If you are still having issues connecting to the internet, please contact us