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Terms - Network Guarantee

The Network Guarantee applies to new and re-signing Mobile On Account customers with up to nine connections.

To discuss eligibility and terms for business customers with 10 or more connections – talk to your Account Manager for details. More information can be found in the Business Terms.

The Network Guarantee may not last forever, so get in and try us while it does.

To make a claim, you’ll need to come into a One NZ store within 30 days from the date of purchase with any devices you bought and advise us about your network issues.

Any devices must still be in a like-new condition (including device, charger, headphones, battery, instructions, and any other components) in the original box.

  • Device must be fully functional.
  • The casing of the phone must have no damage such as cracks, chips or visible signs of wear and tear.
  • Screen must be working and have no damage such as cracks, chips or visible signs of wear and tear.

Any security features and other protections that would prevent us from accessing it must be removed - (e.g. "Find My iPhone" in iOS7, any other security app, locking a device to your iCloud account/Apple Store/Google Play account).

You will receive a refund for the cost shown on your purchase receipt on the day you signed up for your monthly Base Plan, any charges you paid towards the device(s), any Phone Insure payments and any Add-ons purchased at sign up. These costs will be refunded to you no later than 3 weeks after we’ve finalised your claim in store.

Under this guarantee, we can’t actually refund you for any additional accessories that you’ve purchased or anything that didn’t come in the box. If you decide you want to keep your device(s), then we'll obviously need you to pay for it – you’ll see this on your final bill. Any additional purchases you’ve made after the date of purchase will not be refunded. This means that if you've been overseas and have any roaming charges, or you’ve used your device(s) a lot and racked up excess usage charges, or charges for things like calls or TXTs to premium numbers or international calls that aren’t included in your plan, you’ll also need to pay these.

If you’re a business customer on a Red Share for Business plan, you’ll also have to return the difference in the shared data rebate we’ve given you. This applies if the number of connections you have left means that you have decided to reduce your shared data bundle.

If you’re adding a new service to your current One NZ account, the Network Guarantee only applies to the new service and not to existing services on the account – unless, of course, they are less than 30 days young themselves and also eligible.

If there are any credits on your account that have been given to you by One NZ, they won't be refunded, exchanged or redeemable for cash when you claim.

You can take us up on our Network Guarantee for 1 mobile and 1 mobile broadband claim once every 12 months but this doesn’t affect any other rights or remedies you may have under the Consumer Guarantees Act.

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