The older analogue phone network (known as PSTN), which connects calls over copper lines, is operated by Spark and still used by some One NZ customers. Spark has announced that PSTN technology is reaching its end-of-life – they started decommissioning this network in 2017 and are taking an area-by-area approach with the aim of completing the work by May 2024. This means that if you have a home phone using the copper network, it will stop working once Spark switches off the old PSTN in your area.
To prepare for the PSTN retirement your options are:
- Move to an alternative phone and broadband service.
- Disconnect your phone service if you don’t need it anymore.
- Do nothing – if you choose to do nothing we will disconnect your phone service from the end of the notice period included our letter/s to you, and you will not be able to access the phone line services you currently use.
What does this mean for you?
You’ll need to be off the PSTN network by the date included in your letter/s from us, in order to avoid being left without your phone service at your place. But don’t worry, we’ve got broadband and phone solutions that we can switch you to that do not use the PSTN network, instead the voice calls will run over your broadband connection. Fibre, HFC, Wireless, or Copper broadband may be One NZ options available for you to choose from at your address. Wireless Broadband runs over our 4G/5G mobile network (it’s the mobile aspect that makes it wireless), so the voice calling will run over our mobile network. You’ll be able to keep your phone number on the broadband and phone service you choose.
What do you need to do?
It’s important you give us a call on 0800 000 047 before the reply date we included in our letter/s to you (between 11am and 7.30pm, weekdays) so that if you choose to take up an alternative voice service, we have enough time to ensure your phone service is set up and running before the connectivity on the PSTN is lost. Even if you don’t think you need your phone service anymore, please call us to let us know. You’ll be put through to our specialist team based here in NZ who will tell you all about our broadband and phone services and will get you switched over to one that suit your needs the most. They’ll also be able to answer any questions you might have.
Important things to know
- If you have a monitored security or medical alarm that relies on your phone line it’s important that you call the company that monitors your alarm to ask if their services will work with voice calling over broadband/Wireless Broadband. If not, you’ll need to find an alternative before you switch to your chosen service.
- 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 Vulnerable Customer page also contains information about how to make a complaint relating to the 111 Contact Code.
- You’ll be able to keep your phone number when you move to voice calling over broadband or Wireless Broadband.
When will my local PSTN service no longer be available?
Spark is taking an area by area approach to move people off the PSTN. Below are the areas where PSTN services are being retired at some addresses:
Locations/areas
Note: These dates are subject to change.
| Switch | Exchanges | Closure date (note: these dates are subject to change) |
Mir DA | Miramar Devonport | 15 December 2020 |
TMK WTH FOR TNA BD BKL KIL HTI | Tamaki Wellington South Forrest Hill Takapuna Birkenhead Birkdale Kilbirnie Haitaitai | 23 April 2021 |
ATN2 AR3 BEA2 BUR3/BUR4 EE2 GNH2 HFB2 MNG2 MTL3 MWN1 NBO3 PRM4 PC2 SV3 WOA4 TWA2 | Alicetown Ashburton Beachlands Burwood Eastbourne Greenhithe Halfway Bush Mornington Mt Roskill Mt Wellington New Brighton Paraparaumu Port Chalmers Stokes Valley Wainuiomata Tawa | 18 April 2022 (revised date) - paused from 30 September 2021 due to Covid-19 |
MRE4 PGA5 OH4 MKY1 MRN4 ETM1/ETM4/ETM5 OAA3/OAA7 KNH4 RAM1 TIB MMA2 | Mangere Pakuranga Otahuhu Manukau City Manurewa East Tamaki Otara Khandallah Raumati Titahi Bay Memorial Ave | 18 April 2022 (revised date) - paused from 15 November 2021 due to Covid-19 |
BHB5 ON4 TIS2 LYE2 STK2 JV4 LHT2 KRI2 SOD2 BSY3 TDA3 | Blockhouse Bay Onehunga Three Kings Lynmore Stoke Johnsonville Lower Hutt Kaori South Dunedin Browns Bay Taradale | 25 April 2022 |
ELL4 GDW2 IBY2 INE3 MAW2 MMN2 NLN6 WTB1 MOD4 | Ellerslie Glendowie Island Bay Invercargill East Marewa Mount Maunganui New Lynn Whitby Mount Eden | 29 August 2022 |
AL AWI BMT BSY CPC EKA FG GID HBC KK KLB PTN PLM POY PUI STI SHB TDL TH TKU WAE WKW WPU WNK | Alexandra Atawhai Belmont Browns Bay Courtenay Place Eketahuna Feilding Green Island Hibiscus Coast Kaikoura Kelburn Petone Plimmerton Ponsonby Papanui South Invercargill St Heliers Taradale Thames Tuakau Waikanae Waikiwi Wakatipu Wanaka | 13 March 2023 |
AVS BKM FGF GLE HCK HOT LTK NAE STL UPN AVO BYM WGL HSN ISL MDX PRO TAT TGN WTN | Avondale Beckenham Flagstaff Glen Eden Howick Horotio Lake Tekapo NaeNae St Albans Upper Hutt North Avonhead Brymer Girls College Henderson Islington Middleton Porirua Te Atatu Titirangi (moved to batch 9) Waitangirua | 24 October 2023 |
BGN FDN FB HNE HRD KAM LIN MHL MTG MPL NVY OUN ORH OT PCV POP REM SOD SUM TGN WH WBH WBY WP WR WEI | Brighton Fendalton Foxton Beach Hamilton East Harewood Kamo Linwood Maori Hill Matangi Mount Pleasant North East Valley Oamaru North Onerahi Otaki Pacific View RLU Papatoetoe Remuera South Dunedin Sumner Titirangi Waiheke Waihi Beach Welcome Bay Westport Whangarei Whenuapai | 9 April 2024 |
FAQs
What is the PSTN network?
Since then, phone calls have been connected through the Public Switched Telephone Network (PSTN) which is operated by Spark. It’s a network of switches that automatically connect calls from one person to another over copper lines. The parts needed to keep it going aren’t being made any more, so Spark is retiring the PSTN network.
How do I know if I have a traditional phone line?
Can I still use my phone jack in the wall after the change?
I’m not good with change – how can I get extra support to help me through this?
Can I talk to someone about this?
What if I don’t want my home phone anymore?
What if I don’t want to change anything?
If you still need a phone service, here are your options:
- Your phone line moves to voice calling over broadband;
- Your phone line moves to run over Wireless Broadband; or
- You only use a mobile phone instead.
What if I don’t get in touch with One NZ in time?
- You won’t be charged for your phone line from the date given in the letter/email from us (or we’ll give you a credit if your bill had already been sent to you).
- You’ll lose your phone number and if you have One NZ voicemail or call divert set up these will be cancelled.
- If you have a monitored security or medical alarm that relies on your phone line this will also stop working.
- These phone line changes will not impact your Broadband services with us.
Do I need to do anything right now?
If you have a monitored security or medical alarm that relies on your phone line, it’s important that you call the company that monitors your alarm to ask if their services will work with voice calling over broadband/Wireless Broadband. If not, you’ll need to find an alternative before you switch to one of these services.
Do you have a monitored security or medical alarm that relies on your phone line?
Do you have a way to call 111 during a power cut?
If you qualify, One NZ will provide you with a means to call 111 for emergency services in the event of a power cut. This will be provided at no cost.
To learn if you or someone you live with is eligible see our Vulnerable Customer or Medical Dependency Registration.
