We’re simplifying and improving our systems and as a result One NZ 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
- 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. Fibre, HFC, Wireless, or Copper broadband may be One NZ 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 000 047 before the reply date we included in our letter/s to you (between 11am and 7.30pm, Monday to Friday) 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 based here in NZ 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/Wireless Broadband. If not, you’ll need to find an alternative before you switch to your chosen service.
- 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 one.nz/vulnerability/.
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 One NZ here. If you are not satisfied with our resolution you can contact the Telecommunications Dispute Resolution Scheme (TDRS), here.
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 Monday to Friday, 11am till 7:30pm.
Frequently Asked Questions
Can I still use my phone jack in the wall after the change?
If you have integrated wiring, your phones can be plugged into phone jacks in the wall. If you don’t have integrated wiring, you’ll need to plug your phone directly into the Phone 1 port on the back of your One NZ modem. For more info or help getting set up, head to one.nz/setupvoice
Can I choose to keep my current legacy analogue based voice services with One NZ?
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 on 0800 000 047 between 11am to 7.30pm, Monday-Friday.
Can I talk to someone about this?
Yes, we have an NZ-based team that can help you. Please call us on 0800 000 047 between 11am to 7.30pm, Monday-Friday.
What if I don’t want my phone line anymore?
We can remove your phone from your One NZ account. Please call us on 0800 000 047 between 11am to 7.30pm, Monday-Friday.
What if I don’t get in touch with One NZ in time?
We’ll try to contact you but if we can’t get in touch and don’t hear back 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 will take steps to remove your phone line from your One NZ 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 One NZ voicemail or call divert set ups 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.
- As part of the change, and as part of our journey to simplify and improve our systems, you’ll be moved to a new billing system.
- You’ll get a new account number on the new billing system.
- You’ll have a new payment due date for your bill and One NZ 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’ve put you onto an open term plan – that means no contracts.
- These phone line changes will not impact your Broadband services, if you have Broadband with us.
Do I need to do anything right now?
Yes, please call our NZ based team on 0800 00 047 between 11am to 7.30pm, Monday-Friday.
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.
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.
Do you have a monitored security or medical alarm that relies on your phone line?
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.
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 one.nz/vulnerability/.
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 one.nz/vulnerability/.
Will the price of my service change?
The price of your service may change – our NZ based team will talk you through your options and how much they will cost. Please call them on 0800 00 047 between 11am to 7.30pm, Monday-Friday.
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.
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 One NZ 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.
How do I save special Voicemails?
If you pay for a Voicemail service with One NZ, 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.
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.
We’re simplifying and improving our systems and as a result One NZ is withdrawing the legacy analogue voice technology that your business phone service runs on.
To prepare for this change your options are:
- Move to an alternative business phone and broadband or mobile service
- Disconnect your business phone service if you don’t need it anymore
- Do nothing – if you choose to do nothing we will disconnect your business phone service from the end of the notice period included our email/s and letter/s to you, and you will not be able to access the business 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 email/s and letter/s from us, to avoid being left without your phone service at your business. We’ve got broadband and phone or mobile 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 or mobile connection. You’ll be able to keep your phone number on the phone service you choose. Fibre, UltraFast HFC, Wireless, or Copper broadband may be One NZ 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 or mobile 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 888 257 before the reply by date we included in our email/s or letter/s to you, so that if you choose to take up an alternative voice or mobile service, we have enough time to ensure your business phone service is set up and running before the reply by 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 based here in New Zealand who will tell you all about our broadband and phone plus mobile 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 medical alarm, alarm, lift phone, fax, Eftpos or another service that relies on your business phone lines, it’s important that you call the company that supplies the service to you and ask them to set you up on an alternative IP or mobile solution before closure date stated in your email/s and letter/s, otherwise these services will stop working from that date.
- IP alternative solutions, for most companies, have been in place for many years and is looked at as the standard way of delivering a service, today.
Want to talk to someone?
If you’d like to chat more about this closure, please call your Account Manager or our specialist team on 0800 888 257.
Our specialised support team is available Monday to Friday, 8am to 5pm.
Frequently Asked Questions
Can I choose to keep my current legacy analogue-based voice services with One NZ?
No, unfortunately there is no option to opt out of this closure. If you’d like to talk to about this, then please call your Account Manager or our specialist team on 0800 888 257.
Can I talk to someone about this?
Yes, you can call your Account Manager or our specialist team on 0800 888 257.
Do you have a service that relies on your business phone line?
If you have a monitored medical alarm, alarm, lift phone, fax, Eftpos or another service that relies on your business phone lines, it’s important that you call the company that supplies the service to you and ask them to set you up on an alternative IP or mobile solution before closure date stated in your email/s and letter/s, otherwise these services will stop working from that date. IP alternative solutions, for most companies, have been in place for many years and is looked at as the standard way of delivering a service, today.
What if I don’t want my phone line anymore?
We can remove your phone from your One NZ account. Please either call your Account Manager or our specialist team on 0800 888 257.
What if I don’t get in touch with One NZ in time?
We’ll try to contact you, but if we can’t get in touch and don’t hear back from you then we won’t be able to move your business to an alternative service before closure. So, if we don’t hear from you, we’ll assume that you no longer need your business phone line and take the steps to remove it from your One NZ business account from (or about) the closure date stated in your email/s or letter/s from us. This means:
- You’ll lose your phone number and any One NZ voicemail or call divert set ups will be cancelled
- If you have a monitored medical alarm, alarm, lift phone, fax, EFTPOS or another service that relies on your legacy analogue business phone line this will stop working
- You won’t be charged for your phone service once it has been disconnected
Do I need to do anything right now?
Yes, please either call your Account Manager to talk through your options or our specialist team on 0800 888 257.
Will the price of my service change?
The price of your service may change if you move to another service, your Account Manager or our specialist team can talk you through your options and how much they will cost. Please call your Account Manager to discuss or our specialist team on 0800 888 257.
How do I save special Voicemails?
If you pay for a Voicemail service with One NZ, any saved voicemail message will be lost during the move to your new service. If you have a particular message 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 closure date give on the email/s or letter/s sent to you, as there will be no way to retrieve these saved recordings from our old voicemail platform once we close the service.
You’ll need to do this before the closure date give on the email/s or letter/s sent to you, as there will be no way to retrieve these saved recordings from our old voicemail platform once we close the service.