Roaming in the US

Roaming in the US (updated 25/10/2023)

Most major mobile providers in the USA have now retired their 2G and 3G mobile networks. This may impact your connectivity while you roam there.

One NZ will automatically connect you to the network that will provide the best connection experience. You will primarily be connected to T-Mobile USA, but you may be switched to another mobile network to maintain your coverage in some areas.

If you experience any sort of issues with calls or TXTs while roaming in the US, make sure your phone’s OS is up to date.

If you have an older phone that is not VoLTE Roaming capable (see our list of VoLTE capable phones), you will not be able to make/receive calls or TXTs in areas where there is no T-Mobile 2G coverage. Until you move back into coverage, you will only be able to call or TXT via alternative apps that use data or use Wifi Calling.
See the FAQs here for more detail.

If you did not purchase your phone from One NZ, you may not have the correct network settings, and this could cause connectivity issues.
Please contact our team on numbers in FAQ below to help with troubleshooting.


I followed 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) or 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 T-Mobile and my data has stopped working after making a call or sending a TXT, what do I do?

Older handsets which don’t support VoLTE roaming will connect to T-Mobile USA’s 2G network for calls or 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 while in the US?

You can free call the One NZ team on +64 9 355 2007 or for Business customers +64 9 962 9888.

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