Vodafone is withdrawing the legacy analogue voice technology that your phone service runs on.

Personal Help
Woman talking on a landline phone
Woman talking on a landline phone

We’re simplifying and improving our systems and as a result Vodafone is withdrawing the legacy analogue voice technology (for our residential customers) that your phone service runs on.

To prepare for this change your options are:


  • Move to an alternative phone and broadband service that doesn’t use the legacy analogue voice technology.
  • Disconnect your phone service if you don’t need it anymore
  • Do nothing – if you choose to do nothing we will disconnect your phone service from the end of the notice period included our letter/s to you, and you will not be able to access the phone line services you currently use.

What does this mean for you?

You’ll need to be off the legacy analogue voice technology by the date included in your letter/s from us, in order to avoid being left without your phone service at your place. We’ve got broadband and phone solutions that we can switch you to that don’t use legacy analogue voice technology, but instead the voice calls will run over your broadband connection. You’ll be able to keep your phone number on the phone service you choose - HFC, Fibre, Wireless, or Copper broadband may be Vodafone options available for you to choose from at your address. Wireless Broadband runs over our 4G/5G mobile network (it’s the mobile aspect that makes it wireless), so the voice calling will run over our mobile network. You’ll be able to keep your phone number on the broadband and phone service you choose. There may be other telecommunications providers that offer a copper based voice service in your area, and you are of course welcome to switch to one of them, see broadbandmap.nz.


What do you need to do?

It’s important you give us a call on 0800 800 183 before the reply date we included in our letter/s to you anytime between 9am and 7pm, any day of the week, so that if you choose to take up an alternative voice service, we have enough time to ensure your phone service is set up and running before the reply date. Even if you don’t think you need your phone service anymore, please call us to let us know. You’ll be put through to our specialist team who will tell you all about our broadband and phone services and will get you switched over to one that suit your needs the most. They’ll also be able to answer any questions you might have.


Important things to know

  • If you have a monitored security or medical alarm that relies on your phone line it’s important that you call the company that monitors your alarm to ask if their services will work with voice calling over broadband. If they don’t work, you’ll need to find an alternative internet (IP) or mobile solution, otherwise when we switch you to voice calling over broadband your alarm won’t work. These alternative solutions have been in available through many companies for a number of years and are now the standard way of delivering an alarm service today.
  • As your new phone service will run over your broadband connection rather than the copper network, you’ll need power to make a phone call which means your phone line won’t work in a power cut. If you or someone you live with, don’t have another means to call 111 in a power cut and qualify as a Vulnerable Consumer, we’ll supply you with an alternative means to call 111 (eg mobile phone), free of charge. You can find out more about the register and apply online at vodafone.co.nz/vulnerability/.
  • You’ll be able to keep your phone number when you move to voice calling over broadband or Wireless Broadband.

Complaints

If you wish to make a complaint about the withdrawal of the legacy analogue voice technology at your address, please submit your complaint to Vodafone on our complaints page. If you are not satisfied with our resolution you can contact the Telecommunications Dispute Resolution Scheme (TDRS), on their website..

Want to talk to someone?

If you’d like to chat to one of our team about this change of service.

Our specialised support team is available anytime between 9am and 7pm, any day of the week.

Call 0800 800 183

Frequently Asked Questions

Can I talk to someone about this?

Yes, we have a team that can help you. Please call us on 0800 800 183 anytime between 9am and 7pm, any day of the week.

Do I need to do anything right now?

Yes, please call us on 0800 800 183 anytime between 9am and 7pm, any day of the week.

If you have a monitored security or medical alarm that relies on your phone line, it’s important that you call the company that monitors your alarm to ask if their services will work with voice calling broadband/Wireless Broadband. If not, you’ll need to find an alternative alarm service before you switch to one of these services.

Can I choose to keep my current legacy based voice services with Vodafone?

No, unfortunately there is no option to opt out of this change of service. If you’d like to chat to someone more about this move, call us 0800 800 183 anytime between 9am and 7pm, any day of the week.

What if I don’t want my phone line anymore?

We can remove your phone from your Vodafone account. Please call us on 0800 800 183 anytime between 9am and 7pm, any day of the week.

What if I don’t get in touch with Vodafone in time and I have a phone only service?

We’ll try to contact you but if we can’t get in touch and don’t hear from you then we won’t be able to move you to an alternative service you choose. If this happens, we’ll assume you no longer need your phone line, and we will disconnect your phone line from your Vodafone account from (or about) the reply by date included in your letter/s from us. This means:

  • You’ll lose your phone number and any Vodafone voicemail, call divert set ups and any other calling add-ons you have (eg BestMate, Call NZ+Oz) will be cancelled.
  • If you have a monitored security or medical alarm that relies on your analogue phone line this will stop working.
  • You won’t be charged for your phone service once it has been disconnected.

What if I don’t get in touch with Vodafone in time and I have a phone and broadband service?

We’ll try to contact you but if we can’t get in touch and don’t hear from you, we’ll assume you no longer need your phone line, and we will disconnect your phone line from (or about) the reply by date included in your letter/s from us. This means:

  • You’ll lose your phone number and any Vodafone voicemail, call divert set ups and any other calling add-ons you have (eg BestMate, Call NZ+Oz) will be cancelled.
  • If you have a monitored security or medical alarm that relies on your analogue phone line this will stop working.
  • You won’t be charged for your phone service once it has been disconnected.
  • Your broadband service will be moved to a new billing system.
  • You’ll get a new broadband account number on the new billing system.
  • You’ll have a new payment due date for your bill and Vodafone bank account to pay into. If you pay by direct debit or credit card, this will automatically be transferred over once we create your new billing account.
  • We’ll put your broadband service onto an open term plan – that means no contracts.

What if my broadband is with another provider and my phone service with you?

If you want to keep your phone service working with Vodafone, you will need to bring your broadband to Vodafone so we can set you up with broadband and phone together, on one bill with Vodafone. Equally you can choose to take your phone line to your broadband provider.

Can I still use my phone jack in the wall after the change?

Yes - if you have integrated wiring. Integrated wiring allows you to plug your phone directly into a wall jack point instead of plugging it into the back of your Vodafone modem.

If you choose to stay on HFC with voice calling over broadband, the technician that comes to your home to set up your new phones will ensure that your phones are set up with integrated wiring and working before they leave.

If you choose to have Fibre installed with voice calling over broadband, integrated wiring will be completed between your Vodafone modem and your jack point, allowing you to continue having your phone plugged into the wall jack point.

If you already have Fibre installed with us (or another provider) and you choose to move your copper based phone service to voice calling over broadband, a Fibre technician is not needed to visit your property and your Fibre broadband connection will be remotely activated. This means you will need to connect your phone to phone port 1 in the back on your Vodafone modem once your Fibre connection has been remotely activated. Once you’re Fibre is active and you discover your jack points don’t work, just give us a call and we can arrange for a technician to come and integrate your house wiring. Charges may apply for this additional wiring integration.

If you choose to get ADSL or VDSL with voice calling over broadband – we are unable to offer integrated wiring. We recommend you talk to your local electrician. Vodafone does not cover the cost of getting integrated wiring with ADSL/VDSL – you will need to pay for this yourself.

If you choose to get Wireless Broadband with voice calling over broadband – Wireless broadband is not compatible with integrated wiring. You will need to plug your phone into the back of the new Wireless broadband modem we’ll send you. Instructions on how to do this will be included in the modem box.

Do you have a monitored security or medical alarm that relies on your phone line?

If you do, it’s important that you call the company that monitors your alarm to ask if their services will work with voice calling over broadband/Wireless Broadband. If not, you’ll need to find an alternative alarm service before you switch to one of these broadband services.

Do you have a way to call 111 during a power cut?

As your new phone service will run over your broadband connection rather than the copper network, you’ll need power to make a phone call which means your phone line won’t work in a power cut.

If you or someone you live with, don’t have another means to call 111 in a power cut and qualify as a Vulnerable Consumer, we’ll supply you with an alternative means to call 111 (eg mobile phone), free of charge. You can find out more about the register and apply online at vodafone.co.nz/vulnerability/.

Will the price of my service change?

The price of your service may change – our team will talk you through your options and how much they will cost. Please call them on 0800 800 183 anytime between 9am and 7pm, any day of the week.

Will any discounts I currently have continue?

Any discounts you have on your current plan will be removed when moved to your new service. If you have an eligible Pay Monthly mobile plan with us, you’ll still be able to get the $10 Pay Monthly discount off the price of your new plan, while you’re on an eligible Pay Monthly plan.

Will I get a new account number on the new billing system?

Yes, you’ll get a new account number on the new billing system.

Will I get a new Payment Due Date on the new billing system?

Yes, you’ll have a new payment due date for your bill and Vodafone bank account to pay into. If you pay by direct debit or credit card, this will automatically be transferred over once we create your new billing account.

Will there be an outage when I move to the new billing system?

Not to your broadband service. If you have a phone line moving, there will be a short period of up to ten minutes where you may be unable to receive calls while your phone number is being transferred to the new system, but you’ll still be able to make calls during this period.

How do I save special Voicemails?

If you pay for a Voicemail service with Vodafone, any saved voicemail messages will be lost during the move to your new service. If you have particular messages you don’t want to lose, we recommend playing the message to an external recording device, such as a voice recorder app on a cell phone.

You’ll need to do this before the change to voice calling over broadband, as there’ll be no way to retrieve these saved recordings from our old voicemail platform once the switch to your new services has taken place.

What will happen to my Vodafone TV service that I have with Vodafone broadband?

Your TV service will continue to work as it does today until end of September 2022, you just won’t see any charges for it on your new broadband bill in the new billing system.

What if I’m moving home?

If you’re planning to move to a new home soon, please give us a call on 0800 800 183 as your options at the new home may be different ot what’s available to you at the moment. Here’s some information about moving home.

What if I want to change the owner of these services?

We will move you to our new billing system under the current account holders name (yours) and then process the change of ownership request.

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