As we say goodbye to 3G networks around the world, we’re here to help you stay connected when you travel.
The global shutdown of 3G networks is well underway with some countries having already phased out the technology - or planning to do so soon.
In these countries 3G is being replaced by 4G technology which gives better coverage, faster data speeds and clearer calls. And remember that we will do this in NZ too by the end of 2025.
USA
3G networks shut down from April 2024
Taiwan
3G networks shut down from 1 July 2024
Singapore
3G networks shut down from 1 August 2024
Australia
3G networks shut down from 28 October 2024
Ensure you are ready
If you have an older phone that only supports 2G and 3G, you will not be able to make calls, send TXTs or use your data in countries where 3G has been shut down. You will need to upgrade your phone to use mobile services in these countries.
If you have a 4G or 5G phone then it will need to be VoLTE compatible - which simply means that you can make voice calls over the newer 4G and 5G networks.
Not all 4G phones are VoLTE compatible and unfortunately there are some older VoLTE compatible phones that will work in NZ but not when you travel overseas. Let’s help you understand what all this means for you.
Check if you are VoLTE compatible
Step 1 - Check the model of your phone
First things first. Let's find out what kind of phone or device you have.
If you have an iPhone:
- Go to Settings > General > About
- To the right of “Model Name”, you'll find the model of your phone
If you have an Android device:
- Go to Settings
- Scroll down and tap About Phone or About Device > Model
If you still cannot find the model of your phone, contact us.
Contact us
Step 2 - Check if your model supports VoLTE and VoLTE roaming
Use the list to check to see if your phone supports VoLTE and VoLTE roaming.
Scroll down to the list of phone manufacturers and click on the drop down arrow beside yours e.g. Samsung or OPPO, then find your model.
If your device is VoLTE capable and VoLTE roaming enabled
You're nearly there. Just make sure you have:
- Downloaded and installed all your phone updates
- Ensure that 4G/5G mobile data is enabled in your phone settings along with VoLTE. See the FAQ below for more details.
Then you should be all good to go.
There's a small chance that if your phone was brought from a Parallel Importer or brought back from overseas it still might have issues. If so, you may need to think about changing to a new NZ phone.
If your device is VoLTE capable, but not VoLTE roaming enabled
This could be phones like the iPhone 8 and older and Samsung S10 and older. It is likely that you will be able to send and receive TXTs and use 4G data with these phones. However you will not be able to make or receive calls while roaming and we can't guarantee that Emergency Calls will work.
If your device is not on the list
This means that we just can’t tell how your device will work while you’re overseas. Making sure your phone has the latest updates and that your 4G/5G network and VoLTE settings are enabled will give you the best chance of everything working fine. But if you encounter any issues or are unsure, we recommend that you upgrade to a VoLTE roaming capable phone.
Frequently asked questions
What are my options for upgrading to a new phone?
If you have a One NZ pay monthly mobile plan, you could consider buying a new phone on interest-free. Check out your phone options.
Double check to see if you have One Wallet on your My One NZ app to see if you could use your One Wallet Dollars towards your new phone.
If you have a One NZ prepay plan, check out the range of capable phones to find one that's right for you.
Double check to see if you have One Wallet on your My One NZ app to see if you could use your One Wallet Dollars towards your new phone.
If you have a One NZ prepay plan, check out the range of capable phones to find one that's right for you.
How to check your phone's software and settings
- Make sure your phone software is up to date – usually, a notification in your setting will let you know. Otherwise:
- For Android phones: Go to Settings > Software Update
- For iPhones (iOS): Go to Settings > General > Software Update
- Head to your mobile network settings and switch the 4G/VoLTE calling toggle to “On”
- For Android phones: Go to Settings > Connections > Mobile networks > VoLTE calls enabled
- For iPhone (iOS): Go to Settings > Mobile > Mobile Data Options > Voice & Data (ensure 4G or 5G is “On”). This is usually already enabled for most iPhones.
WiFi Calling may be able to help you
Many of our 4G and 5G phones support WiFi Calling – also known as Voice over WiFi (VoWiFi). This will allow you to make a voice call over WiFi from anywhere in the world you can get a WiFi connection. Check in your Mobile settings that “WiFi Calling” or “VoWiFi” is enabled.
Visit this page to learn more and see if your phone supports this feature.
Visit this page to learn more and see if your phone supports this feature.
I followed the advice above, but I can't make a phone call, what do I do?
If you can't make a phone call, try calling via an app (e.g. Microsoft Teams, WhatsApp, Facetime, Facebook Messenger).
Otherwise, enable WiFi Calling in your settings which will allow you to make a call using WiFi. You may be charged additional costs for using WiFi Calling depending on your home mobile plan entitlements.
For example, if you're on a Prepay or Pay Monthly plan and call a NZ number using WiFi Calling while roaming overseas, this will come out of your plan allowance. If you WiFi call a US number while in the US, you will be charged the standard cost of calling a US number, like you would at home.
Otherwise, enable WiFi Calling in your settings which will allow you to make a call using WiFi. You may be charged additional costs for using WiFi Calling depending on your home mobile plan entitlements.
For example, if you're on a Prepay or Pay Monthly plan and call a NZ number using WiFi Calling while roaming overseas, this will come out of your plan allowance. If you WiFi call a US number while in the US, you will be charged the standard cost of calling a US number, like you would at home.
I'm connected to an overseas roaming network and my data has stopped working after making a call or sending a TXT, what do I do?
In many countries, network operators have shut down their 3G networks but have left their 2G networks active.
Older handsets which don't support VoLTE roaming will connect to 2G networks for calls and TXTs and they will also use 2G data for a short period after.
Your phone will automatically reconnect to 4G for data when the phone is idle. So running multiple apps on your phone might impact the switch between 2G and 4G networks. We recommend that you close all your apps that you're not using to help with this. Also, turning flight mode on and off on your device will get you reconnected to 4G data faster if you are having problems.
Older handsets which don't support VoLTE roaming will connect to 2G networks for calls and TXTs and they will also use 2G data for a short period after.
Your phone will automatically reconnect to 4G for data when the phone is idle. So running multiple apps on your phone might impact the switch between 2G and 4G networks. We recommend that you close all your apps that you're not using to help with this. Also, turning flight mode on and off on your device will get you reconnected to 4G data faster if you are having problems.
How can I get help with roaming?
You can free call the One NZ support team on +64 9 355 2007 or for Business customers on +64 9 962 988.