Voice calling over broadband requires power and an active One NZ broadband service in order to work. All calls will run over your broadband connection. If you have a power cut, both your broadband and phone won’t work - this includes all calls, even emergency calls to 111. We recommend always having a charged mobile phone ready to use as a backup.
If you (or someone in your household) is at particular risk of needing to call 111 emergency services for health, safety, or disability reasons, and you/that person do not have access to an alternate means of contact in the event of a power cut (for example no mobile phone) - then you can apply to be added to the 111 Vulnerable Consumer Register. If you meet the eligibility criteria, One NZ will supply you with an alternative means of contacting 111, at no cost to you. To apply for the Vulnerable Consumer register, visit one.nz/vulnerability.
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 not, you’ll need to find an alternative before you move to voice calling over broadband/wireless broadband.
