Mobile support
Simple and easy help for your Lightwire account and services. You can find the right answers to help you, right here.
SIM card FAQs
If you’re experiencing SIM card issues, these FAQs cover the most common problems and explain how to resolve them. In many cases, following these steps can quickly restore your connection.
Phones supplied by One NZ are compatible with Lightwire Mobile SIMs.
For phones not supplied by One NZ, compatibility can be checked using One NZ’s supported device lists for 4G compatibility (VoLTE) and 4G LTE Extended.
Devices not listed may still work, but compatibility cannot be guaranteed. If you’re unsure, contact Lightwire for assistance.
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.
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.
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.
Your SIM card is a key part of your mobile security. It is encoded with a PIN that can help protect against unauthorised use. The SIM is also used to encrypt your calls, helping protect them from interception or eavesdropping over the mobile network.
When a SIM card is inserted into a device, the phone attempts to register with the network using that SIM. If the SIM is not active (for example, it has not yet been activated or has been deactivated), the network will reject the registration attempt. The device will then stop trying automatically. This is standard behaviour designed to prevent faulty or unauthorised devices from repeatedly contacting the network.
If a SIM or device has stopped trying to register on the network, you can manually trigger a new registration attempt by:Switching your device to Flight Mode, then back to normal mode, or Turning your device off and then on again. If the SIM is active, the device should successfully reconnect to the network.
Follow these steps to solve this issue:
- 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.
- Have your phone with you when entering the PUK code. We do not recommend writing the PUK code down, but if you do, make sure the note is securely disposed of after use.
PLEASE NOTE: If the wrong PIN has been entered ten times in a row, the SIM card will permanently disable itself to prevent unauthorised access. If this occurs, a replacement SIM card will be required to reconnect to the network.
If your phone displays “No SIM” or if the network name is blank, the SIM card may not be registering correctly. Please try the following steps:
- Check whether the SIM card has any physical damage. If it does, please contact Lightwire for a replacement SIM.
- Check whether the SIM card has been exposed to moisture or water. If it has, please contact Lightwire for a replacement SIM.
- 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. If the SIM works in another phone, your device may need to be replaced.
- Try resetting your device’s network settings and reseating the SIM card in the device.
- If none of the above steps resolve the issue, try performing a factory reset on your device.
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.
Mobile network FAQs
Lightwire Mobile runs on the One NZ network, delivering reliable 4G and 5G coverage across New Zealand. These FAQs explain how our network works, what services are supported, and what you can expect from coverage and performance.
Lightwire Mobile operates on the One NZ mobile network, one of New Zealand’s most established and heavily invested mobile networks.
As a mobile virtual network operator (MVNO) on One NZ, Lightwire Mobile customers use the same nationwide 4G and 5G network as One NZ customers.
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.
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.
Yes. The Lightwire mobile network supports both 4G and 5G technologies.
Customers benefit from One NZ’s ongoing investment in expanding 5G and upgrading 4G to deliver faster speeds, lower latency, and more consistent performance as data demand grows.
Lightwire Mobile customers benefit from One NZ’s continued investment in the mobile network, including 4G upgrades and ongoing 5G expansion, ensuring improved performance over time.
You can view the mobile coverage map here.
No. One NZ Rewards are not available to Lightwire Mobile customers.
Text messages FAQs
If you’re having trouble sending or receiving text messages, our FAQs walk you through simple steps to identify and fix the most common issues.
If you are unable to send text messages from your device, try the following steps to troubleshoot this issue.
- Ensure you are in cell coverage and are sending the text to a valid number.
- Test to see if you can receive text messages by having someone else send you a text message. If you are unable to arrange that, Lightwire can also send you a test message.
- 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, and then attempt to send another text message.
- 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, to see if that can then send texts. If that other device works with the same SIM, then it’s possible your device may need replacing.
If people have sent you text messages but they haven’t arrived on your device, try the steps below to troubleshoot the issue.
- 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 by having someone else send you a text message. If you are unable to arrange that, Lightwire can also send you a test message.
- 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, and then attempt to recieve another text message.
- 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, to see if that can then receive texts. If that other device works with the same SIM, then it’s possible your device may need replacing.
You may see a red exclamation mark next to the message and the text marked as “Not Delivered”, even though the message has reached the recipient.
This issue only affects iOS devices (iPhones and iPads).
This happens when the phone number stored on your iOS device does not match the number provided by your mobile carrier (Lightwire). The issue only affects text messages (SMS) and does not affect iMessages.
You can tell the difference by the message colour: Green messages are text messages (SMS) and Blue messages are iMessages.
Here are steps to solve this issue:
- Disable iMessage by opening the Settings app on your device.
- Select Messages
- Toggle iMessage to Off (the switch will no longer be green).
- Update your "My Number" in the Settings app
- Note: This process requires the you to first to remove the number completely and then to add it in from scratch. Simply overwriting the number will not work - it needs to be removed and saved, then re-added and saved to fix this issue.
- Select Phone.
- Select My Number
- Delete the number completely and tap Save.
- Select My Number again
- Enter your correct mobile number (the number provided or ported to Lightwire) and tap Save.
- Re-enable iMessage in the Settings app
- Select Messages
- Toggle iMessage back to On (the switch will turn green).
- Once complete, test sending and receiving a text message with a non-Apple number, or have someone send you a message while iMessage is still turned off, to confirm the issue has been resolved.
When you move your mobile number to a new provider, short‑code and verification texts (like bank OTPs) may not come through straight away. This is actually a normal part of the porting process. After your number moves to a new network, the sender (your bank) needs to update their systems so they know where to send your messages. Until that routing updates, texts like OTPs may be delayed. This can take 24-72 hours and you may need to restart your phone or switch it to “Fight Mode”, wait a few seconds and switch it back to normal mode.
If after 3 days they still aren’t working, please contact us for further investigation.
Voicemail FAQs
If you’re having trouble with voicemail, the FAQs below cover common issues such as callers not being able to leave messages, PIN prompts, and missing notifications.
- Have someone call your mobile number to test what happens when the call is not answered. Lightwire can do this for you if needed.
- 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.
- 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.
- 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.
Roaming FAQs
If you’re having issues using your mobile while overseas, these FAQs cover common global roaming problems such as calling, voicemail access, and Caller ID. Following these steps can help restore service or confirm whether roaming is supported in your location.
Global roaming allows you to stay connected while travelling overseas using your existing base plan in approved countries. Your included calls, texts, and data remain valid and can be used both in the country you’re visiting and when contacting local numbers back home.
Global roaming is available in 20 these countries across Asia, Europe, Africa, and the Americas:
- China
- Hong Kong
- India
- Japan
- Korea (Republic of)
- Macau
- Malaysia
- Phillipines
- Singapore
- Thailand
- France
- Germany
- Ireland
- Italy
- Portugal
- Spain
- United Kingdom
- South Africa
- Canada
- United States
- 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.
- Some countries do not support roaming through Lightwire/One NZ. Check with Lightwire to confirm whether roaming is supported where you are.
- If roaming is supported and voicemail is still not working, try resetting your phone’s network settings and reseating the SIM card.
- 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.
- If your phone is lost or stolen while roaming, all incoming and outgoing calls should be barred to prevent unauthorised use.
Call divert FAQs
If you’re having trouble setting up, using, or removing call divert, these FAQs cover the most common issues and explain what to check next.
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.
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
Call divert settings are usually managed directly from your mobile handset. In some cases, call divert may be controlled by the network, which will override any handset settings. Calls can be diverted to both mobile and landline numbers, including numbers outside the One NZ coverage area.
- Take note of any error message you receive when trying to set up call divert.
- Confirm the process you are using to set up call divert.
- Refer to the Call Settings – Call Divert section of your Mobile User Guide for guidance on the correct setup process.
- 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.
- Check the connection configuration in the xVNE Portal to confirm whether there are any active call diversions to remove.
- Follow the steps to remove the call divert, based on your device type.
Call barring FAQs
If you’re having trouble setting up, using, or removing call barring, the FAQs cover the most common issues and how to resolve them. In many cases, a quick settings change is all that’s needed.
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.
When incoming calls are barred, callers will hear a message saying the phone is currently unavailable.
Call barring options include:
- Blocking all incoming calls
- Blocking all outgoing calls
- Blocking incoming calls while roaming
- Blocking outgoing international calls
- Blocking outgoing international calls while roaming, except calls back to your home country
If you are unable to set up call barring, try the following steps to troubleshoot this issue.
- Ask your customer what process is being used to perform the call bar and get the details of how it is being set up.
- Check whether you are able to log in to the app or website to complete the action yourself, and advise your customer on the correct process if applicable.
- Test the call barring to ensure it has been applied correctly.
- If the call bar cannot be set up, configure the call barring for the customer as per their instructions, for example barring incoming calls, outgoing calls, or all international calls.
If you are wanting to call divert on your calls either to a desk phone or another mobile and it is not working, please check the following.
- 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 there is a bar in place that stops outgoing calls, call divert will not work.
- Remove the call bar.
If you do have call barring enabled and want to remove it:
- Confirm what process is being used to remove the call bar and gather the details of how it is being attempted.
- Check whether you are able to log in to the app or website to remove the call barring yourself, and follow the correct process if applicable.
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