How to set up voice calling
Before you begin, make sure you’re connected to the internet using the latest One NZ modem we've sent you.
For help connecting your modem to the internet use our step-by-step set-up guide (PDF). If you don't have a One NZ modem please contact us.
Once your One NZ modem is connected to the internet you can set-up your voice calling over broadband. Just choose which broadband type you have below, and follow the instructions to connect your phone using voice calling over broadband.
There are two ways you can set-up your phone, depending on how your Fibre/UltraFast HFC wiring is set-up at your place. You will have either integrated or non-integrated wiring. For either one, follow the instructions below.
Integrated Wiring
Integrated wiring means that your home's internal wiring has been set-up so that you can still use your existing wall phone jacks with One NZ's voice calling over broadband service.
First, you'll need to plug the cable connected to the master wall jack point, into the PHONE 1 port located on the back of your One NZ modem.
If the cable is missing, connect one end of the cable marked DSL/Phone (that comes with your One NZ modem), into the first port of the master wall jack point. The other end goes into the PHONE 1 port located on the back of your One NZ modem.
Connecting the master wall jack point to your modem enables you to keep your phones plugged into their usual wall jack points. If your ONT was installed recently, the master wall jack point could be built into the ONT.
Then, check if you have a dial tone. If you hear one, great, you are all set-up.
If you don't hear a dial tone and your internet is working, your property probably doesn't have integrated wiring set-up. Please follow the no integrated wiring instructions below.
No Integrated Wiring
You’ll need to connect one end of the grey cable marked DSL/PHONE into your phone base unit and the other end into PHONE 1 port located on the back of your One NZ modem. If you hear a dial tone, great, you are all set-up.
If you don't hear a dial tone, and your internet is working, please contact us.
DSL/Standard Phone Line
Connect your phone line base unit into the Phone 1 port found on the back of your One NZ supplied modem and check you have a dial tone. If you can hear it, you are all set-up.
If you don't hear a dial tone and your internet is working, contact us.
Check if you're ready to upgrade
Happy to plug your phone into the modem supplied?
If this doesn’t work for you, we suggest you buy a cordless DECT phone (Digitally Enhanced Cordless Telephone) from your local electronics store. This allows you to place the base station next to your modem and the other handset provided in a location that suits you.
Want to continue to use your existing wall ports?
You’ll need to contact us if you want to continue using your wall ports instead of plugging your IP capable phone into the modem. If you have fibre installed, we’re able to offer you an integrated wiring solution, at a nominal fee. Please note, this service is not available for VDSL.
Do you use voicemail?
Save any messages you want to keep before you change to voice calling over broadband. A simple way to do this is use the voice recorder app on your mobile phone. Just press play on your voicemail message you want saved and at the same time, press ‘record’ on your mobile phone recorder ap
Do you have a fax machine?
Most fax machines will work using voice over broadband. However this depends on the make, model and age of the fax machine used. We recommend checking to see if your fax machine will work over broadband. You may also want to consider using a cloud based fax solution e.g. fax to email services instead of your fax machine. Providers such as TNZ offer this alternative.
Do you use a monitored medical, security, freezer or HVAC alarm?
Most systems such as monitored medical, security or other alarms should work over broadband. However, we recommend you have a discussion with your alarm provider to confirm this. If your existing alarm is incompatible, they should be able to help you find an alternative solution
Do you use a loud external ringer?
If so, you’ll need to check with your provider to ensure it‘s set up to work with your new voice calling over broadband solution. If your existing ringer is incompatible, they should be able to help find an alternative solution.
Do you have EFTPOS?
The majority of EFTPOS terminals should work over broadband rather than using a dial up phone line. However, we recommend you have a discussion with your EFTPOS terminal provider to confirm this before you upgrade.
Do you have a lift emergency phone that you’re billed for?
We recommend you contact your lift service provider to ensure your lift emergency phone will work when you upgrade to broadband. If your existing lift emergency phone is incompatible, they should be able to offer you an alternative solution.
FAQs
Do I need to change my phone's handset?
If you only have one phone and it's capable of making voice calls using broadband, you won't need a new phone. It'll work just fine.
Is my phone capable of making voice calls over broadband?
You will need to check your phone's user manual to see if it is capable of making voice calls over broadband. Alternatively, you could search online for your phone's make and model number to see if it is capable.
What if I have multiple handsets?
If you have integrated wiring, you can plug your phones into your wall phone jack.
If you don't have integrated wiring you will need to plug your base unit into the back of your One NZ modem. Remember to check that your phone is capable of making voice calls over broadband first.
What is integrated wiring?
When some houses had fibre, or UltraFast HFC installed, integrated wiring was also added. This means your existing wall phone jacks link to your Fibre or UltraFast HFC connection. We are unable to offer integrated wiring for our ADSL or VDSL customers, and we recommend talking to your local electrician.
How do I know if I have integrated wiring?
Once your modem is set-up, connected to the internet and you have switched to voice calling over broadband, plug your phone into the wall phone jack. If you hear a dial tone, you have integrated wiring.
Do I have integrated wiring if I'm not on Fibre or UltraFast HFC?
No, we are unable to offer integrated wiring for our ADSL or VDSL customers at this time. We recommend talking to your local electrician.
Will my phone line work when there's a power cut?
No, during a power cut, your broadband service won't work, so neither will your phone line. This includes all calls, even emergency calls to 111. We recommend you always have a charged back-up mobile phone ready to use in case of an emergency.
Do I need to change systems such as monitored alarms?
Most systems such as monitored medical, security or other alarms, fax machines, EFTPOS terminals and loud external ringers should work over broadband. However, we recommend checking with your alarm provider to confirm this.
Will my fax machine work with voice calling over broadband?
Most fax machines will work using voice over broadband. However this depends on the make, model and age of the fax machine. We recommend checking the fax machine’s manual to see if it will work over broadband. You may also want to consider using a cloud based fax solution e.g. fax to email services instead of your fax machine. Providers such as TNZ offer this alternative.
Will voice calling work with EFTPOS machine?
The majority of EFTPOS terminals should work over broadband rather than using a dial up phone line. However, we recommend you have a discussion with your EFTPOS terminal provider to confirm this before you upgrade.
What call features are available?
The following call features are all available with voice calling over broadband: Voicemail, Phone Divert, BestMates for home phone, Caller ID, Call Control and Call Waiting. You may need to set them up again once your voice calling over broadband services are activated – you'll find the guides on how to use the features here. Or if you'd like to add any of these services, please call us on 0800 891 740.