Roaming in the US

Roaming in the US (updated 09/02/2023)

Most major mobile providers in the US have retired their 2G and 3G networks which may impact some One NZ customers while roaming. One NZ will automatically connect you to one of the 2 largest local network operators (Verizon or AT&T) using their 4G and 5G networks in order to provide the best connection experience. This means in some regions you may be automatically switched between the two to maintain optimal coverage.

If you experience any sort of issues with connectivity while roaming in the US, please manually select Verizon or AT&T in the first instance.

If connectivity issue persists, and you cannot make/receive calls and TXTs, and you have a Samsung device, please manually select T-Mobile. Please note that T-Mobile uses 2G and 4G only, and has less coverage than Verizon or AT&T.

If your phone is 3G/2G capable only, please manually select T-Mobile 2G network. If there is no T-Mobile 2G coverage, you will lose connectivity.


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?

When you’re making a call or sending a TXT, your mobile connects to a 2G T-mobile network (including data). Once you’ve finished making this call or TXT, your mobile will switch back to a 4G network to use data.

While you’re roaming in the US, your phone might be a bit slow when switching back to a 4G network. This means there may be a delay in using data straight after making a call or sending a TXT.

Running multiple apps on your phone might impact the switch between 2G and 4G networks so 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.

How can I get help with roaming while in the US?

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

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