More information about voice calling over broadband (VoIP)

Voice calling over broadband (VoIP) is the latest in phone line technology. It replaces the old analogue voice signal with a digital signal which is transmitted over the internet. Voice calling over broadband is fast becoming the norm for landline calling throughout NZ. 

We are upgrading all our landline customers to voice calling over broadband, so that you can enjoy more features as they become available.

The old copper PSTN network was set up over 30 years ago. Spark provides this service to multiple phone companies in New Zealand and will be progressively shutting the network down by 2022.

Before moving onto VOIP

Monitored medical, home or office alarm

Call the company that monitors your alarm to find out if it relies on your phone line. If it does, they will very likely be able to work through a solution for you. If not, give us a call so we talk through next steps.

St John Medical Alarms

You can contact the St John Medical Alarm team on 0800 502 424 and let them know you are thinking about switching to voice over broadband - they will help you make changes to your medical alarm where it is needed.

In the event of a power cut

Voice calling over broadband won't work during power or broadband outages so you'd need to rely on the mobile network in case of emergency - this includes calls to 111 services. If your mobile coverage needs a boost, please call us on 0800 891 740 (0800 888 257 for business calls) before you're upgraded to voice calling over broadband.

Phone compatability

Your current phone will work but you may need an adaptor to make the end of the cable small enough to plug into your modem. We'll send you an adaptor just in case you need it.

If you have multiple phones connected to jack points around your home or office or you rely on a phone that's not next to your modem, we'll send you a new cordless phone with twin handsets. Call us on 0800 891 740 or (0800 888 257 for business) to get it before you're upgraded to voice calling over broadband.

Multiple phones

If you have multiple phones connected to jack points around your home or office, we'll send you a new Panasonic cordless phone with twin handsets. Call us on 0800 891 740 or (0800 888 257 for business) to get it before you're upgraded to voice calling over broadband. If you need even more than two handsets, you can pair additional Panasonic DECT phones with it, which you can get from places like Noel Leeming, Harvey Norman or JB Hi-Fi.

Fax machines

Unfortunately this may not be supported by voice calling over broadband. Most of our customers use email rather than fax but if you rely on using this service at home or in the office, give us a call on 0800 891 740 or (0800 888 257 for business) (0800 888 257 for business) so we can work this through with you.

Lift emergency phones

We recommend you call us on 0800 888 257 and do not switch to voice over broadband until you have contacted your Lift Service Provider and ensured the lift emergency phone is not reliant on a dial up phone line.

EFTPOS at home or in the office.

If you use a dial up EFTPOS terminal, unfortunately this may not be supported by voice calling over broadband. Contact your EFTPOS terminal provider who will be able to help you upgrade to one that can use broadband. If you rely on using this service at home or in the office, give us a call on 0800 891 740 or (0800 888 257 for business) so we can work this through with you.

Upgrade day requirements

It's super simple. We'll take care of this for you either remotely or via a visit to your building (we'll let you know which one). Then you'll just need to plug your home or office phone into the back of your modem.  If your phone doesn't fit, you can attach the adaptor between your phone and the modem. We'll send you an adaptor just in case you need it.

If you have a dark grey Vodafone Ultra Hub modem, plug it into the left hand black port labelled Phone 1.

If you have a white Vodafone wireless modem (HG 659), plug it into the right hand green port labelled Phone 1.

If you have an older version of the white Vodafone wireless modem (HG659), these green ports may be grey - just make sure you plug it into the port labelled Phone 1.

More help with setting up your Vodafone modem >

Modem

Current Modem

If you already have a Vodafone supplied modem with the model numbers DN8245, HG659, HG556 or SHG1500, or a dark grey Vodafone Ultra Hub modem, you can continue using these. If you don't have one of these modems, call us on 0800 891 740 (or 0800 888 257 for business) and we'll send one out to you.

Modem not easily accessible

As your phone needs to be plugged into your modem you may find it strange to have your phone in the same place. If this is the case for you, we recommend you use a cordless phone with twin handsets so you can have one phone next to your modem and one where it's most suitable for you. If you don't have one already, call us on 0800 891 740 or (0800 888 257 for business) before you're upgraded to voice calling over broadband and we'll send this out to you.

Line filters

No, as everything is now going through your broadband connection, line filters - which are used to keep data and voice signals separate - are no longer required.

Usage

Data usage with VOIP calls

Your voice calls will use very little data (usually kilobytes rather than megabytes) and any data used will not come out of your data allowance. Charges for those calls will be charged according to your calling plan.

VOIPs effect on broadband speed?

No. Voice calls use very little data (usually kilobytes rather than megabytes) and so have no noticeable effect on your broadband speed.

Phone Features

Voicemail

Take care to listen and note down any saved voicemail messages as these will be lost during the upgrade. If you have any special voicemail messages that you've saved and don't want to lose, call us on 0800 891 740 (or 0800 888 257 for business) before you're upgraded to voice calling over broadband and we'll send you a digital recording of it.

After you've been upgraded to voice calling over broadband you'll need to set up your new voicemail.

Steps to set up voicemail

  • Call *61
  • Follow the prompts and enter your temporary 4-digit PIN.
  • When you first set up your voicemail you'll need to change this PIN.

Then anytime you want to check your voicemail, just call *61.

Existing call features

If you have Phone Divert or Toll Call Control, you'll need to set these up again. Check out the Phone Divert set up instructions and check out the Toll Control set up instructions.

Calling features available for VOIP

Your phone service has a range of features available including voicemail, phone divert, Caller ID and call waiting. Check out the complete list of available calling features for your Voice calling over broadband plan on VDSL.

Back to top