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.