This page gives you 4 steps to help you fix problems making or receiving calls from your mobile phone.

1. 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.

2. Check that you've paid your bill / topped up your account.

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.

3. Check for any known network issues in your area.

You can find out if there are any known issues in your area by going to https://one.nz/help/network-status/

4. Check if your SIM card works in another phone.

Try your SIM card in another phone and have someone call you. If it still doesn't work, there might be a fault with your SIM card.

If your SIM card works in another phone, it may indicates an issue with your handset.

Roaming- Quick check

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.

If you are in New Zealand and still unable to make or receive phone calls, please contact us .