Numbers and porting terms

New Zealand and Australia

Document reference: NP
Version 1.1. 29 September 2026.
Effective date: 1 October 2026
Supersedes: none (first published version)

1. What these terms cover

1.1 These terms set out how phone numbers work on a Voice Service: the numbers we supply to you, moving your existing numbers to us, moving them away again, and what happens to them when the Voice Service ends. They apply in both New Zealand and Australia.

1.2 In these terms, "Voice Service" means any voice or calling service we supply to you over an internet or data connection, and any add-ons you order with it. "We", "us" and "our" mean the Lightwire entity named on your order form.

1.3 These terms do not apply to a mobile service supplied over a mobile network. Numbers on a mobile service are covered by the terms for that service.

1.4 These terms form part of your agreement with us for each Voice Service you take.

1.5 The address information we hold against your numbers, and how it is used when someone calls emergency services, is covered by our emergency calling terms for the country your Voice Service is supplied in.

2. Numbers we supply

2.1 Numbers used with a Voice Service are allocated to you for as long as you take that Voice Service. Allocation is not ownership. Neither you nor we own a telephone number, and rights in numbers are governed by the numbering rules applying in the country the number belongs to.

3. Number blocks

3.1 Where numbers are supplied to you in a block, charges apply to the whole block from the date it is allocated to you, whether or not every number in the block is assigned to a user.

3.2 Available block sizes are set out in your order form or plan schedule.

4. Moving your numbers to us

4.1 Where you ask us to port existing numbers to a Voice Service, you must give us accurate account and service information for those numbers and the authority we need to submit the port.

4.2 Do not cancel your existing service before we confirm the port has completed. Cancelling early releases the numbers and can cause the port to fail, and a released number may not be recoverable.

4.3 A number can only be ported if it is active with your current provider and has no other action already underway on it.

5. Numbers that cannot be ported

5.1 Mobile numbers cannot be ported to a Voice Service in either New Zealand or Australia.

5.2 Some other number types may not be portable, or may be portable for voice only. We will tell you before a port is submitted if a number you have asked for cannot be ported.

6. Moving your numbers away

6.1 You may port your numbers to another provider at any time, subject to that provider raising the port and to the numbering rules applying in the relevant country.

6.2 Porting a number away does not end your agreement with us or any minimum contract term, and charges continue to apply until the Voice Service is cancelled in accordance with your agreement.

7. What happens to numbers when a Voice Service ends

7.1 When a Voice Service ends, the numbers used with it are recovered and cease to be available to you.

7.2 What happens to a number after that depends on where it came from and on the numbering rules in that country. A number ported in from another provider is generally returned to that provider rather than held for you.

7.3 We cannot guarantee that a number will be available to you again once the Voice Service has ended.

8. Porting charges and timeframes

8.1 Charges for porting numbers to or from a Voice Service are set out in your order form, your plan schedule or our porting rate card, published in Illume, our customer portal. Where a porting charge applies, it is a one-off charge added to your invoice for the billing period in which the port completes.

8.2 Porting is an industry process involving your current provider and, in some cases, other carriers. Timeframes depend on those parties and on the type and number of services being moved. We will give you an expected timeframe when we raise your port and tell you if it changes.

9. Changes to these terms

9.1 These terms are versioned and dated. The version in force on the date of your order, or the version most recently notified to you, is the version that applies to you.

9.2 We may change these terms. We will give you notice of a change in accordance with the variation clause of our General Business Terms and Conditions, which sets out the notice we give and how we give it.

9.3 If a change has a material adverse effect on you, you may cancel the affected Voice Service, without paying an early termination charge, by telling us before the change takes effect. This does not apply to a change we make to meet a legal or regulatory requirement.

9.4 Previous versions of these terms are available from us on request.