Is One NZ down or not working today?

You can't make or receive calls on your One NZ mobile

An unpaid bill (monthly plan) or no top-up (Prepay), being out of coverage, a network issue in your area or no minutes left can all stop calls.

• Check the One NZ network status page for your area and that you're in coverage.
• Check your bill is paid or your Prepay is topped up, and that you have minutes left.
• Turn your phone off and on again, and check VoLTE is on (needed for calls over 4G).

You can't receive calls only

• Check call forwarding is turned off in your phone settings.

Nothing works, even after restarting

• Put your SIM in another phone. Still no service? The SIM or your account is likely the problem: contact One NZ Customer Care. If it works there, the problem is your phone.

Your Wi-Fi or broadband is playing up

• Restart your modem/router, then power everything on in order: modem/router first, then any Wi-Fi units.

You forgot your My One NZ password

You need your mobile phone with coverage to receive a validation TXT.

• On the Forgot password screen enter your username (email address) and tap Next.
• You get a confirmation code by TXT, or a reset link by email.

A payment you made isn't on your account or bill

An electronic payment can take a few days to show. It may also have gone to the wrong account, been declined by the bank, or been reversed or refunded automatically.

The collections team contacted you about a balance you already paid

• Call One NZ so the team can sort out the missing payment.

You want to pay or set up automatic payments

No surcharge from a bank account; 1% surcharge on credit and Visa debit card payments.

• Set up Direct Debit in the My One NZ app or website so the full bill is paid on the due date.