This page explains how you can troubleshoot making or receiving calls from 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.
When making a call back home, you need to drop the 0 in front of the number and replace it with +64. Your callers need to dial you as normal without adding the international country code for your destination in front of your mobile number.
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
Follow the steps below to see how may resolve issues with making or receiving calls from your Mobile.
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.
Confirm call forwarding is turned off.If you are having trouble receiving calls, check your call forwarding settings on your phone.
Use our Device Guides for more help.
Check you are in coverage
You will need to be in an area which has the appropriate coverage , 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 minutes
You will need minutes available on your plan to make calls, check your usage to see if you have minutes 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 .
Check if VoLTE is enabled on your handset
VoLTE is required to make voice calls over the 4G Network, refer to our device guides to check if it is enabled on your handset
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 in New Zealand and still unable to make or receive phone calls, please contact us .