Frequently Asked Questions

If you need some help, this is where you`ll find it.
Use keywords, like 'Settings' or 'Plans' for best results

• How can I switch plans?

  If you would like to change your rate plan up or down please call member services free from your Black + White mobile phone on 990.

  
  Your request will be actioned and take effect from your next billing date or by request on the next business day following your instruction. Please note only one plan change can be made in a month. However you can add as many Options as you wish. Included usage such as minutes, texts and data will be prorated.

  Are you on a non-advertised plan?

• Where can I Roam Internationally?

  With Black + White you can roam on up to 231 networks in over 210 different destinations.
  Call us free from your Black + White mobile phone on 990 before you leave to activate this service, a credit check will be conducted and you may be required to provide a deposit.
  
  If you forget, you can always call us from a landline overseas on +64 28 850 00 990.
  
  For full information about roaming rates, preferred networks and confirmation that you can roam in the country call Members Services on 990. As indication see rates for the below commonly visited countries.
  
  Australia
  Preferred network: Vodafone
  Calling with in the country:
  Peak: 60c
  Offpeak: 30c
  Calling back to NZ:
  Peak: $1.15
  Offpeak: 80c
  Data: $10
  
  USA
  Preferred network: T-Mobile
  Calling with in the country:
  Peak: $2.05
  Offpeak: $2.05
  Calling back to NZ:
  Peak: $4.05
  Offpeak: $4.05
  Data: $10
  
  Fiji
  Preferred network: Digicell
  Calling with in the country:
  Peak: $1.15
  Offpeak: $1.15
  Calling back to NZ:
  Peak: $2.25
  Offpeak: $2.25
  Data: $10
  
  UK
  Preferred network: Vodafone
  Calling with in the country:
  Peak: 90c
  Offpeak: 90c
  Calling back to NZ:
  Peak: $3.95
  Offpeak: $3.95
  Data: $10
  
  Hong Kong
  Preferred network: Peoples
  Calling with in the country:
  Peak: 60c
  Offpeak: 60c
  Calling back to NZ:
  Peak: $3.00
  Offpeak: $3.00
  Data: $10
  
  Whatever country and whatever network you use the following rates will apply:
  Receiving a call: $1 pe min
  Sending a Text: 80c
  It is free to receive a text message.
  
  Note that rates are charged per min and rounded up to the nearest minute. Some operators charged from the moment a number is dialed. Data rates are quoted per MB and will be rounded up the a whole MB. Please note there is no GST on roaming charges.
  
  Rates are assuming you are using the stated preferred network and are indicative as they fluctuate due to exchange rates.
  
  
  Things to know before you go roaming.
  
  1. You pay to receive calls when you're roaming.
  
  When you're overseas, the person calling you pays the same as they always do when calling your Black + White mobile phone. You will be charged when receiving calls anywhere in the world. This charge is to cover their call to be forwarded to you overseas, and the charge for the local network to connect you.
  
  2. Making sure your mobile phone will work where you’re roaming to.
  
  Your Black + White mobile phone works on most networks, but not all. Check the listing for the country you're going to. If their frequency is listed as 900 or 1800, you're definitely OK. If it's 1900, your mobile will need to be Tri band. If it's the rare 850, it will need to be Quad band. Not sure about your mobile? Look it up in your manual or your mobiles manufactures web site.
  
  If your mobile phone doesn't work at your destination and you travel there often, you might want to upgrade to one that does. Check out our range of mobile phones. If you are a Black + White member you have access to the low members-only pricing.
  
  
  3. Voicemail
  
  Calls will only go to your Voicemail if your mobile phone is turned off or you have "diverted all calls to Voicemail”. If you do not answer or reject a call, it will not go through to your Voicemail. You will still receive free text notification of voicemail messages while you are roaming.
  
  You will need to dial the long number for voicemail:
  
  Set up before you go:
  
  Set your voicemail number to +64 21 700311. Under your "Messages" menu, look for something like "Voicemail number". It may be under "Settings" or "Voice Messages", depending on your mobile. Know your four-digit password! If you're not sure what it is, just call voicemail from your mobile phone while you're still here in New Zealand, and follow the voice prompts to change your personal settings and your password. Then you can set it to something you'll remember.
  
  
  Update your contact list for international dialing
  
  When the numbers in your mobile phone use the format +64 21 345 678, you can dial them just as easily within New Zealand or from anywhere in the world. Just replace the first zero of a number with +64:
  
  03 345 6789 becomes +64 3 345 6789
  
  021 345 678 becomes +64 21 345 678
  
  
  Sometimes when you switch on your mobile phone overseas the local network will try to push new settings down to your mobile. Please DO NOT accept these. Your B+W mobile phone has the correct settings in it to work properly and these new settings may stop your mobile phone from working when you come back to New Zealand.

• How does Black + White Voicemail work?

  Voicemail lets callers leave you a recorded message when you are unavailable or your mobile phone is switched off.
  
  To retrieve your voice messages, dial 998 when within New Zealand, voice prompts will direct you through the system. If you want to access voicemail whilst roaming or from a landline dial +64 28 850 00998.
  
  Follow the prompts to set up your voice mail & manage your messages.

  You will be asked to enter your mailbox number which is your mobile phone number  (e.g. 028 345 678) followed by a #. Enter your four digit pin number and press #.

  You will now be in the main menu. Follow the voice prompts to listen to your message.
  
  When you’re roaming internationally, dial +64 28 850 00998 (this number has been pre loaded on your SIM card under “Int. VM”).

  You will be asked to enter your mailbox number which is your mobile phone number  (e.g. 021 345 678) followed by a #. Enter your four digit pin number and press #.

  You will now be in the main menu. Follow the voice prompts to listen to your message.

• I have a fault, what should I do?

  If you are having a problem with your mobile phone please check the following:

  1. Switch your mobile phone on and off (it's a cliché but it often works).

  2. Check that your battery is fully charged and that you haven't accidentally activated the flight mode (sorry to mention this but again you would be surprised how many times this is the issue).

  3. Take the back off your phone and check that your SIM card hasn't slipped out, it doesn't have to be out much to stop working.

  4. Check that you have paid your bill (we do unfortunately have to suspend services when we don't get paid).

  5. If none of that works and you have bought your mobile phone from Black + White please call the appropriate manufacturers helpline listed below, under 'What is the Black + White Mobile Phone Warranty?'

  6. If that doesn't do it contact member service click here to see the ways to contact us.