Bring your Mobile or Home Phone number to One NZ

Published on: 19/02/2024 01:21 PM

This page explains how to transfer your mobile or home phone number with another New Zealand service provider to One NZ.

  • Moving a number from one network provider to another is referred to as 'porting' or 'number portability'

Before you start

Moving your number to us can be processed on a date and time of your choosing.

  • The time to complete moving a number between service providers can take as little as 'minutes' for some requests, or can be scheduled up to 30 days in advance
  • If your existing mobile device is locked to your current network provider, you'll need to get an unlock code from them to use your phone on another network
  • Mobile customers will see 'One NZ' on the top left of their phone screen once active on the network

Please note: Your request to move your number to us will be processed the following day if received outside of business hours.

Steps

Move a Prepay number:

If you are a Prepay customer, you can switch networks at any time. All you need is one of our network SIM cards which you can buy online or in-store.

  1. Buy a Prepay SIM card  
  2. Activate your SIM card by following the instructions on the SIM pack or calling 777
  3. Fill out the online porting form to bring your number to us or head to one of our stores if you need help.

Move a Mobile Pay Monthly number

If you are a Pay Monthly customer, you can switch to us at any time. Before you switch, make sure you check with your current provider for fees or notice periods that apply to your existing service.

  1. Sign up to one of our Personal Pay Monthly plans here or our Business plans . 
  2. As part of the sign-up journey, we'll ask for your current number, your Account Number with your current service provider, and the name of your current Service Provider
  3. Once you've signed up to a plan, we will start the porting process on the date and time you requested

Move a Home Phone number

If you are a Broadband customer with a Home Phone service, you can switch to us at any time. You will need to sign up to one of our Personal Broadband or Business Broadband plans that can be bundled with a phone service, giving you a broadband connection and telephone voice calling over broadband.

How it works

Before you start the porting process, make sure you have your current mobile phone and SIM card on hand.

  1. Through one of our digital or assisted customer support channels you inform us you would like to move your number to us
  2. We will ask you to confirm you are authorised to move your number, and begin the porting processes
  3. The porting process is managed through the Industry Portability Management System (IPMS), which orchestrates Mobile and Home Phone number porting between New Zealand service providers.

  4. After submitting a port request, Mobile customers will receive a TXT from 2542 to your current SIM. This is referred to as 2-Factor Authentication, and is an industry level security measure to protect consumers from unauthorised Mobile number porting. You will be asked to confirm the port request by responding with "YES" or "Y" within 2 hours of receiving the TXT. Or by responding "No" to cancel the request

    • The TXT will read:

      "ACTION REQUIRED: We have received a request to move your mobile [Numberxxx] to another provider. To proceed reply YES to this message within 2 hours. If you didn't request the move then reply NO, or ignore this message and it will be cancelled. From NZ Telecommunications Forum (TCF)"

    • If you do not respond within 2 hours of receiving the TXT message, the order will be cancelled for security reasons.
    • If you are submitting the request on behalf of an employee, you will need to ensure they are aware of the authorisation TXT.
    • A TXT message is not currently sent to customers when moving Home Phone numbers between Service Providers
  5. Your current service provider will need to confirm the information provided in the request is correct, and approve the transfer of your number to us. If the details within the request are incorrect, or your number is not active with the named Service Provider, the request will be rejected. A new request will be required
  6. If all the information in the request is correct, your number will be moved over to us on the agreed date and time.
  7. Once the port is completed, your current SIM will no longer work and you will need to insert your new SIM card. Then you are good to go!

Managing your account

Once your number is active on our network, manage your account the easy way with My One NZ . Use the App, or sign in online.

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