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Answers to frequently asked questions
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1. Bringing your cellphone to NZ
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Can I bring my existing cellphone to use in NZ?
~ Cellphone network carriers in New Zealand provide GSM 900Mhz, CDMA 800Mhz and 3G services. If you want to bring your own cellphone to use in NZ, check the compatibility table below.
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Cellphone type
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NZ Compatibility
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CDMA
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No - Suggest buy or rent a phone
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GSM 900
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Yes - Suggest buy or rent SIM card
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GSM 1800/1900
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No - Suggest buy or rent a phone
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~ Roaming charges with your existing overseas provider will be significantly more expensive than our pricing.
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2. Renting a cell phone
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How do I rent and pick-up a cell phone in the middle of my travels?
~ Easy! Just phone us on 027 289 2777. Payment is by credit card. (Order before noon for next day delivery)
~ Pick up your phone from any designated NZ PostShop after 9.30am the following day. Identification (passport or driver's licence) and signature is required before phone package is handed to you.
How are daily charges calculated?
Rental days exclude the day we despatch your cellphone and the day the returned phone is received, unless otherwise specified at the time of your order.
Example: If we despatch your phone on the 1st November and receive it back from you on the 12th November, you will be charged for 10 days (2nd November - 11 November).
My travel plans have changed. Can I extend or shorten the rental period?
~ Yes, your rental period is open-ended. This means you can change the rental period at any time without notifying us.
~ When you return the cell phone equipment, we adjust the charges to match the rental period.
Can I use the cell phone outside NZ?
Some phones are suitable for International roaming. Check at time of order if you intend to use the phone overseas.
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3a. Making calls from cell phone
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How do I make calls from the cell phone?
Each cell phone comes with a set of instructions how to make calls to local and international destinations from NZ. You will need to use the area code for local calls and 00 prefix for international calls.
Do I have to enter a special PIN number to make low-cost calls from the cell phone?
In some cases, no; in which case your rental cell phone is programmed with a unique account number assigned only to you (personal account number). Our network automatically detects this when you make a low-cost call. However, if we provide you with a phone card, a PIN number is required. Full instructions on what to do are included with your phone.
How do I pay and re-charge for calls?
All calls are pre-pay. Re-charge as follows ~
1. Low-cost calls
A. If you have been given a personal account number
Use your credit card to re-charge the $5 pre-pay initial value on your 'personal account number' for low-cost calls.
~ Press 3 (1-touch dial) to access our network or dial 0800 897 897
~ Choose the re-charge option from the menu
~ Follow voice prompts to enter your credit card details and the amount.
B. If you have been given a phone card
~ Press 3 (1-touch dial) to access the network or dial 01222
~ Choose the re-charge option from the menu
~ Follow voice prompts to enter your credit card details and the amount.
2. Telecom / Vodafone
We include approximately $10 initial value on the standard call-cost Telecom / Vodafone network. This gives you SMS (text messaging) and WAP Internet access on some phones plus other services. You will only be charged for the use of the initial value.
You can re-charge the phone by ~
(a) purchasing re-charge card at a retail store, or...
(b) contacting Telecom or Vodafone, (instructions included with the phone).
Note: We don't refund unused call charges
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3b. Making calls from landline phones
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How do I make cheaper calls from a landline phone?
Use the account number or phone card that is provided with our rental cellphone. Full instructions are included.
How do I use the landline phone services?
If you have been given a personal account number, follow menu voice prompts for the following services ~
1. Speed dials (free) Set-up 10 speed-dial destination numbers
2. Re-charge your account (free)
3. Voice mailbox ($0.20 to retrieve message)
4. Country calling rates($0.20) Enter country and area code to get the latest calling rates
5. World times ($0.20) Enter country and area code to get the time
6. Currency conversion ($0.20) Enter country and area code to get currency rate equivalent to NZ$1
7. NZ public holiday dates ($0.20)
How do family and friends leave a message in my mailbox?
If you have been given a personal account number ~
~ Give family and friends your account number. (NOT your PIN)
~ Callers dial +64 9 929 4004 to enter your 'personal account number' and to leave a message.
~ When you next use your account number from a landline phone, you will be able to retrieve your messages.
Who do I contact when I need help with these phone services?
A. Personal account number ~
Contact our network support service - 09-920 1505 or 0800 898 898
B. Phone card ~
Contact customer services - 0800 789888
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4. Voice Messaging
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Can my callers leave a voice message on the cell phone?
Yes, providing you have the voice mailbox set up on your phone. This allows you to listen, save and delete your callers' voice messages. You can ask for this service to be included ($5.00 set up fee) at the time of ordering your cellphone.
If I use the voice mailbox, would I receive messages intended for the previous user of the cell phone?
Yes, it is possible that this could happen.
What other voice message system could I use?
Use the voice mailbox service through your 'personal account number' from any landline phone.
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5a. SMS (text messaging)
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I want to use SMS (text messaging). What are the costs?
Pricing gives the charges for SMS. Use text (sms) shortcuts to speed up your texting.
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5b. WAP (Internet)
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What WAP (Internet) services are available and what are the costs?
Services include: News, Sport and Weather (local & world); Entertainment (news, local movie & TV listings); games; surf and snow updates. WAP capable sites available including Google search.
Pricing gives the charges for WAP.
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6. Increase your Personal Safety
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How can my personal safety be increased through using a cellphone?
Your cellphone is a very convenient way of keeping in touch with family and friends. Although this gives a measure of personal safety, here are a couple of ways you can increase this.
1. SAFE text
~ SAFE text is a free service that allows you to register your travel details (whereabouts, destination, car number plate etc.) on a central database. This information can be retrieved by police only in emergency, if you go missing or involved in an accident etc.
~ The date, time, message and cell phone number is recorded for each free SAFE text you send. Each SAFE text sent is automatically confirmed. The data is held for 2 months.
~ Text your message to the destination number.*
Examples of use: "Leaving Aotea Sq. and walking back to hotel via Queen St." "Hitching from Victoria Park to Dargaville car reg. AB1234." "Taxi XYZ cabs from ferry terminal to Mt Eden, driver reg 99."
Note: You don't have to register your name.
~ Your rental phone comes with instructions that includes the SAFE text destination number.
2. ICE (In Case of Emergency)
In your cellphone directory, assign someone (next of kin etc.) who emergency workers (doctor, etc.) can contact if you are involved in an accident or emergency.
~ Enter .ICE in front of a contact name into your cellphone phone book. e.g .ICE Dad or .ICE Sister. The period (.) places the contact at the top of your phone book.
If the contact number exists in your phone book, just edit the name so that .ICE precedes it.
~ Enter the contact number followed by star (*) to prevent caller ID renaming this contact ICE
Tip: You can attach .ICE to more than one name in your cellphone if the first person isn't available. You can even use .ICE1, .ICE2, .ICE3... to designate the order you'd like emergency workers to call.
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7. International roaming
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What phone do I use when travelling outside of NZ?
~ Our Triband and Trimode phones are ideal for use in most countries except Japan. Contact us for advice.
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8. Returning the phone
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How do I return the phone?
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Put all phone equipment into the belt carry bag, place in supplied pre-paid EasyTrak CourierPost bubble-bag and seal.
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Deliver pre-paid EasyTrak CourierPost bubble-bag to the counter of any PostShop (or NZ Post franchise). There is no charge! There are over 300 locations around NZ. Free-phone 0800 501 501 for your nearest PostShop / NZ Post franchise
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On return of the equipment, we settle balance of charges (refunds, additional rental days etc.) and email you a summary on request.
What happens to my 'personal account number' when I return the phone?
~ We dis-associate your 'personal account number' from that cell phone.
~ You keep and use your 'personal account number' to make cheaper calls from any landline phone while still in NZ.
What if I damage or don't return the rental equipment?
Equipment damaged or not returned will be charged at replacement cost, but not exceeding the bond sum. See Terms.
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9. What causes poor reception?
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Poor or nil reception on your cell phone is caused by a number of factors ~
~ user load on the closest cell tower
~ cell tower placement - minimal or no overlap between cell sites.
~ transmission power
~ modulation technology used by the network carrier
~ environmental conditions (terrain, inside buildings, weather)
~ transmitting power of the cell phone
The cellular networks in NZ claim similar coverage although one network may be better in one location than the other. Normally, the higher the transmitting power of the phone, the better reception and call quality.
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10. Battery performance
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Standby time = the amount of time a fully charged phone is switched on and idle without being in use. Times specified for our phones are a relative guide only and vary according to the battery performance of the phone.
The following factors will affect the battery performance of your phone ~
~ Temperatures below 15 degC and above 25 degC will reduce the charging capacity and lifetime of the battery. In New Zealand, temperatures can range from 35degC (Summer) to -6degC (Winter) depending on location.
~ A phone with a hot or cold battery may temporarily not work, even when the battery is fully charged.
~ The signal strength on the cellular network and the parameters set by the network provider.
~ Service unavailable or service available intermittently. The phone requires mores power to acquire service than to maintain consistent service.
~ Non-use of extended aerial if provided.
~ High speaker and ringer volumes.
~ Keeping backlighting on.
~ General use of the phone (calls, games, SMS, WAP, etc.)
Tips:
~ During winter months in NZ, use a phone that has the longer standby time.
~ Use the extended aerial (if provided) when phone is on standby and when in use.
~ Acknowledge text and voice notifications and messages immediately.
~ Based on the factors above, choose a phone that suits your time between re-charges, e.g. ~
Group A (4-5 days); Group B (4-5 days); Group C (2-3 days)
~ If traveling by car or campervan, we can provide a car charger for most models at a small additional charge.
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