Find out all you need to know about our phone line plans
Whether you are a long distance dialler or just keen for a quick catch-up, you can do this from the comfort of your home with one of our phone line plans. You'll need to have a broadband plan with us in order to take up this calling service.
Voice calling over broadband.
Voice calling over broadband (VoIP) is the latest in phone line technology. VoIP stands for “Voice over Internet Protocol”. And VoIP replaces the old analogue voice signal with a digital signal that runs over the internet. It is only available on Fibre, HFC, VDSL, and ADSL broadband plans.
To add VoIP you will need to sign up to a broadband plan first, or call us to add it to your existing broadband plan.
Voice calling over wireless broadband.
Our Wireless Home Phone plan is delivered over our mobile network.
You can keep the same phone number with this, and access all your favourite phone features like voice mail and call waiting.
Important things to know
Contacting 111 in a power cut
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 website also contains information about how to make a complaint relating to the 111 Contact Code.
Other information about contacting 111
If you need help from the police, the fire service, or you need an ambulance, dial 111 and the emergency operator will connect you to the right place.
Remember, 111 is for emergencies only. Only call 111 if you need immediate help from one of these emergency services.
When you call emergency services on your phone, a report is automatically sent to them with important information. This includes your phone number, location information and IMSI (an identifier of your phone on our network).
One NZ is signatory to TCF Emergency Calling Code. If you think One NZ is not complying with this Code, you can raise the issue with us, see here. For details on the independent dispute resolution service TDR, see here.
Handy features and call plans for your phone line
Our phone line features are billed on a monthly basis from the time the features are added on your account. If you want to cancel any of your phone line features, we'll credit you back for any paid in advance charges. To buy any of these additional features you need to have a One NZ home phone service with One NZ.
For more info on how to set up voice calling over broadband features
Why not use your mobile instead of a phone line?
Coming off Spark’s copper phone line service?
Spark is closing down the Public Switched Telephone Network (PSTN). Some of our One NZ customers have a phone line that runs over copper wiring, which uses Spark’s PSTN network. If you have a traditional home phone, it will stop working once Spark closes your local exchange.
To make sure our customers are up and running on more modern technology, we’ve started moving our customers off PSTN and onto alternative services like voice calling over broadband or Wireless Broadband.