Mobile Support

Question 1

What network does Lightwire Mobile use?

Accepted Answer

Lightwire Mobile runs on the One NZ network, delivering reliable 4G and 5G coverage across New Zealand.

Question 2

How reliable is the One NZ network?

Accepted Answer

Independent benchmarking consistently ranks One NZ among New Zealand's leading mobile network operators, recognised for strong coverage, data speeds, and overall reliability. This reliability is a key reason Lightwire has partnered with One NZ.

Question 3

Will I get the same coverage and performance as One NZ customers?

Accepted Answer

Yes. Lightwire Mobile customers use the same nationwide 4G and 5G network, delivering strong real-world performance and coverage across New Zealand, including major cities, regional centres, and rural areas.

Question 4

Can I use One NZ Rewards as a Lightwire Mobile customer?

Accepted Answer

No. One NZ Rewards are not available to Lightwire Mobile customers.

Question 5

Why can't I send text messages?

Accepted Answer

If you are unable to send text messages from your device, try the following steps: Ensure you are in cell coverage and are sending the text to a valid number. Test to see if you can receive text messages. Switch your device to Flight Mode and then wait a few seconds before switching it back to normal mode. Completely power off your device for 10 seconds and then switch it back on. Try resetting your device's network settings. Re-seat your SIM card to make sure it is connected correctly. If none of the above works, try a factory reset of your device. If this still doesn't resolve the issue, try using a different device with the same SIM card.

Question 6

Why am I not receiving text messages?

Accepted Answer

If people have sent you text messages but they haven't arrived on your device, try these steps: Ensure you are in cell coverage and the sender has sent the text to a valid number. Test to see if you can receive text messages. Switch your device to Flight Mode and then wait a few seconds before switching it back to normal mode. Completely power off your device for 10 seconds and then switch it back on. Try resetting your device's network settings. If none of the above works, try a factory reset of your device. If this still doesn't resolve the issue, try using a different device with the same SIM card.

Question 7

Why do my text messages say 'Not Delivered' on my iPhone?

Accepted Answer

To resolve this issue: Disable iMessage by opening the Settings app, selecting Messages, and toggling iMessage to Off. Update your 'My Number' in the Settings app by selecting Phone, then My Number. Delete the number completely and tap Save. Select My Number again, enter your correct mobile number, and tap Save. Re-enable iMessage in the Settings app by selecting Messages and toggling iMessage back to On. Once complete, test sending and receiving a text message.

Question 8

Why can't callers leave a voicemail message?

Accepted Answer

Have someone call your mobile number to test what happens when the call is not answered. If the caller hears a 'mailbox full' message, delete some existing voicemail messages to create space for new ones. If the call continues to ring and never goes to voicemail, check that your device is not diverting calls to another destination that does not have voicemail set up.

Question 9

Why am I being asked for a PIN when accessing my voicemail?

Accepted Answer

If you are calling your voicemail from a landline, you will always be asked to enter your voicemail PIN for security reasons. If you are calling your voicemail from a mobile phone, you may be asked to enter a PIN. Once logged into the voicemail box from your mobile, you can go to the Personal Setup menu, then the Password menu, to turn the PIN requirement on or off for calls made from your mobile phone.

Question 10

Why am I not being notified when I have a new voicemail?

Accepted Answer

Check that text message notifications are enabled in the voicemail message menu. Make sure your voicemail inbox is not full. If it is full, you will not receive new voicemail messages or notifications. Delete some existing voicemail messages to create space, which will allow notifications to resume.

Question 11

Are all mobile phones compatible with Lightwire mobile SIMs?

Accepted Answer

Most modern mobile phones are compatible with Lightwire mobile SIMs. Check for 4G compatibility (VoLTE) and 4G LTE Extended support for best performance.

Question 12

What is a SIM card and what does it do?

Accepted Answer

A SIM card contains a small computer microchip that holds your unique personal identification information. It allows you to access text messaging and mobile data services when inserted into a compatible phone. A SIM card can also store phone numbers in its phonebook for easy access.

Question 13

Can I use my SIM card in another phone?

Accepted Answer

Yes. If you insert your SIM card into another phone that accepts the same-sized SIM, you can access your text and mobile data services from that device. This also allows you to keep using your phonebook if your contacts are stored on the SIM.

Question 14

Does my SIM card store my contacts?

Accepted Answer

Yes. A SIM card can store up to 250 phone numbers and names, in addition to any contacts stored on the phone itself. If your phone stops working, placing the SIM into another phone allows your SIM-stored contacts to be available straight away.

Question 15

Why is my phone asking for a PUK code?

Accepted Answer

If you have entered the wrong SIM PIN three or more times, your phone may prompt you to enter a PUK code to unlock the SIM. If your phone displays messages such as 'Card Error' or 'Emergency Calls Only', this means your SIM is currently locked and requires the PUK code to be unlocked. To obtain your PUK code, contact Lightwire and we can provide the correct PUK code for your SIM.

Question 16

Why does my phone say 'No SIM' or show no network?

Accepted Answer

If your phone displays 'No SIM' or if the network name is blank, the SIM card may not be registering correctly. Check whether the SIM card has any physical damage or has been exposed to moisture or water. Check that your account is active and in good standing. Switch your device to Flight Mode, wait a few seconds, then switch it back to normal mode. Power your device off for 10 seconds, then switch it back on. Test the SIM card in another device. Try resetting your device's network settings and reseating the SIM card. If none of the above steps resolve the issue, try performing a factory reset on your device.

Question 17

What do I do if my SIM is lost or stolen?

Accepted Answer

If you have lost your SIM or believe it has been stolen, please contact Lightwire immediately to have the old SIM blocked, and a new SIM will be arranged for you.

Question 18

Which countries are supported for global roaming?

Accepted Answer

Lightwire Mobile supports global roaming in the following countries: China, Hong Kong, India, Japan, Korea (Republic of), Macau, Malaysia, Philippines, Singapore, Thailand, France, Germany, Ireland, Italy, Portugal, Spain, United Kingdom, South Africa, Canada, and United States.

Question 19

Why can't I receive calls while roaming?

Accepted Answer

Some countries do not support roaming through Lightwire/One NZ. Check with Lightwire to confirm whether roaming is supported in your current location. If roaming is supported and you are still unable to receive calls, try resetting your phone's network settings and reseating the SIM card.

Question 20

Why isn't Caller ID working while I'm roaming?

Accepted Answer

Caller ID functionality does not work while using global roaming. In some cases, landline numbers may appear on Caller ID, depending on the network they are calling from, but this cannot be guaranteed.

Question 21

What is call divert?

Accepted Answer

Call divert allows you to forward incoming calls from your mobile number to another phone number, such as a landline, another mobile, or a colleague. This can be useful if you are unavailable or want calls answered elsewhere.

Question 22

When will call divert send calls to another number?

Accepted Answer

Calls can be diverted in different situations, including: All the time, where every call is forwarded and your phone will not ring; When your phone is busy, such as when you are already on a call; When you don't answer, after the standard ring time of 21 seconds; When your phone is unavailable, such as when it is switched off, out of coverage, or has a flat battery.

Question 23

Why can't I use call divert when call barring is enabled?

Accepted Answer

Call divert cannot be used while a call bar is active on your mobile account. Diverting a call requires an outgoing line on your mobile. If outgoing calls are barred, call divert will not work.

Question 24

What is call barring?

Accepted Answer

Call barring lets you control how your phone can be used by blocking certain types of calls. You can prevent international calls, block incoming calls, block outgoing calls, or restrict calls while roaming.

Question 25

What types of call barring are available?

Accepted Answer

Available call barring types include: Blocking all incoming calls, Blocking all outgoing calls, Blocking incoming calls while roaming, Blocking outgoing international calls, and Blocking outgoing international calls while roaming, except calls back to your home country.

Calling Rates

International Calling Rates

Pair your services with us today

Destination	Ex GST	Inc GST
Ireland	$0.60	$0.69
UK	$0.60	$0.69
USA	$0.60	$0.69
Canada	$0.60	$0.69
Satellite Calls Premium	$13.60	$15.64
Inmarsat A Satellite	$10.00	$11.50
Inmarsat B	$3.50	$4.03
Rest of world	$1.21	$1.39
Australia	Free	Free
New Zealand	Free	Free