One New Zealand  Reviews 

me when i give random late fees without any warning

Cuts in and out often with high latency. Overall horrible wifi services

Would give a '0' if I could. Terrible customer service as took ages to find someone that could just explain my billing.

Before travelling to London, I arranged in writing and verbally for my One NZ account to be paused for three months. They billed me anyway. Each attempt to resolve it meant repeating the same information to a new representative, with no continuity, accountability or access to anyone who could help.

Despite acknowledging my written instructions, One NZ sent the bill to debt collection and refused to revisit the case. I paid the bill and collection fee to end the ordeal.

I became a customer again, only for One NZ to apparently lose my account details when my phone was stolen overseas. They now cannot provide the phone’s IMEI number, claiming my account is inactive.

Worst, my credit rating has since been significantly impacted by the billing saga, despite having no other outstanding bills or payment issues.

One NZ has cost me time, money and currently my creditworthiness. All while making it almost impossible to speak to a human being. A staggering failure of basic customer service.

This company treat their customers like cash cows. I was a loyal customer for nearly 20 years and they refused to budge on pricing at all. Loyalty means nothing to them. I was paying over $100 per month. So, after being treated like an idiot, I switched my mobile plan to another provider (which operates on the same OneNZ network) and am now paying 60% less for much the same service. Never, EVER will I go back to OneNZ as a service provider now that I am free of what in hindsight felt like an emotionally abusive relationship.

The One NZ DEKO wireless wifi and Internet is AWFUL BEYOND BELIEF.

We are on copper, very bad, dropped PULSE because of lousy broadband and we are now out of the pan and into the fire with One NZ wireless.
The Cell Tower is across the valley, and the gadget keeps failing. Buffering is the usual and the WI FI is NONE EXISTENT. Hopeless set up and locked into this dreadful broadband/wi fi for another 11 months. Or pay to get out of jail.

I came in on Saturday lunch time , to the Sylvia park store along with my husband to collect our pre order products, when we got in there we were greeted an entered the virtual cue, we were welcomed with a very good professionalism and made us feel at ease an not anxious or stressed out like the last time we came to order, we were served by the lovely Indian lady Tarhni I think thats how you spell her name but she was so amazing very professional caring an went above an beyond to help us an make sure that we were looked after, they were getting busy but she took the time to make sure both myself an my husband were looked after.
Overall the customer service care was provided exceeded out expectations, the Sylvia park store staff are all very hard working and make sure that they are customer focus even if the store may be busy an that they all are level headed even if there was a couple of customers who were upset an wanting to complain, thank you for making our experience in your store on Saturday midday a good one, more so my husband is over the moon with his new phone an watch, keep up the great work team

Spoke to the chat team through the app and none of them knew how to transfer a Skinny phone number from an eSIM to One Nz. They kept repeating the same questions, asking for 4 different types of numbers. I got passed onto 6 different assistants during the space of 5hrs on and off and none of them were helpful. My old number still hasn’t been transferred to One. I also felt very talked down to by one of the assistants Apurva, and it seemed like they were purposely being unhelpful. I can’t imagine what it would be like for someone who’s less tech savvy.

They are always shameless.The worst customer service always.

Extremely expensive and disappointing service.

- Extra fees are not clearly disclosed upfront.
- Staff repeatedly push the most expensive plans and drag out conversations with constant upselling.
- The mobile and Wi-Fi prices are some of the most expensive I’ve ever paid compared to skinny, 2 degrees and spark
- The customer service is wack, you can hardly understand their English over the phone, and they are CONSTANTLY trying to up sell you.

Overall, I feel the focus is more on upselling customers than providing transparent, reasonably priced services, would not recommend One NZ still to this day!!
The only reason I have an 021 number is because the shop I bought my Sim from had no other mobile Sims in stock, so I settled for One NZ.

Worst mobile and wifi company in New Zealand in my opinion!!!!

We are now leaving One NZ to see somebody else, due to horrible customer service, and miscommunication. For instance, we had two mobiwire phones, and the phone numbers were disconnected and trying to reinstate them was an absolute nightmare. Telephone customer support told us to go to a physical store for help, and after we headed to a physical store, we were told to call one nz again as they couldn't do anything!! Horrible support and you guys have lost 2 more customers, got some stuff to work on most definitely.

Couldn't be more disappointed with the service from a company I have been with for 30 years across two countries. Bought a brand new iPhone 17E from the Queenstown store, immediately it had issues with sound quality and screen freezing. I went back in to log the issue and request a replacement under their '28 day out of the box guarantee' which is well documented online. So commenced a lengthy period of resets, updates etc, taking many hours work and a lot of frustration with no solution, only to be eventually told that 'the screen freezing does not qualify as an issue under the guarantee', so they will not be replacing my phone. You purchase a quality brand from a reputable company and that's the service level. Wanted to write this as a warning to others that their guarantee appears to not cover a very fundamental flaw (note that I can't find in writing anywhere what the said guarantee actually does cover, so buyer beware).

Customer support falls far short of expectations. The assistance provided was completely unhelpful—I’d honestly prefer self-service options. To make matters worse, their automated email promised a response within two working days, which turned out to be another empty commitment.

Napier store advertised in it's window that it was open on Sundays. No it isn't Had to get phone attended to in Hastings. They informed me that Napier was also closed on a Monday. Nothing on website or instore shop hours indicated this. Very frustrating

Purchased a new plan and phone..
They sorted the plan change efficently but i had to contact them numerous times about the phone.. they made lame excuses..
Overall it was a bad experience.. poorly dealt with.. im not impressed at all and considering changing companies

One NZ here I am stuck in Hospital. rushed in Ambulance. 11 days later . Had to get a new Cel ph. That's fine when I get to use it properly. Have $18 monthly Prepay. I don't do Internet or Apps on Cel ph. Have BNZ Visa registered to top up. Tried and as don't have Card with me I have forgotten last 4 digits. Useless girl told me to go down the road and buy a Voucher. Over talked me was no help I hung up. Rang got a helpful girl she tried but NO can do. What's the use of pre registering your Visa Card. There must be lots in different situations like mine. I have 2 months credit, but always keep it well loaded in case of emergencies. Still employing same non English speaking staff. Over talk you. Jabber on a load of rubbish. fortunate enough to get a girl who tried and listened. At the end of the day no help from One NZ.

Better when it was Vodafone. Couldn’t even get passed the first stage. Thank god I cancelled.

Signed up and walked away just as fast!! I live very rural with no stores close. I decided to try order a new phone and change to OneNZ… I ordered a refurbished iPhone online. A few days later after not hearing a peep I get a text to change my current number to the new phone - that I don’t even have! The service rejected and I heard nothing. I called them and they told me my order was canceled automatically because I wouldn’t allow my number to port. Never in my life have I had to port my number before the new phone is in my hands! And were they going to tell me my order was canceled?! Anyway, I got upsold saying I had phone dollars and could get a better model brand new phone for only a small amount more and that it would go smoothly now. I said yes and sat on the phone for an hour. I had to pay ANOTHER deposit and go through it all again. 24 hours later - radio silence. I call them again. A really unhelpful hard to hear guy says “it’s with the credit team please wait another 3 business days for confirmation of your order and then we will need to port the number first” two deposits, a hasty number port system, bad communication and still no sniff of a phone or tracking number. I have canceled it all and demanded a refund. Do not go with these people. Horrible service.

My data disappeared the morning after my plan renewed. When I found out, I bought an add-on because I was already out of the house, and the data disappeared before I could use it. I called/spoke with 4-6 people from their customer support team, and they all told me I used my data because that's what their system says, and the last guy said he can connect me with their sales team to help me find a plan that suits me better (more data). I have been with One NZ for 10+ years; this is the only time I have come to them with an issue, and they have shown absolutely no interest in helping me.

Glenfield OneNZ has restored my faith in OneNZ. What an amazing experience. Suraj was incredible. Spent a lot of time with me. Answered all my questions. Made everything so simple to understand. I am so impressed. He is so on to it. Knows his stuff. And fabulous to deal with. Won't go anywhere else! Give that main a raise and a promotion! Super impressive! Thank you Suraj! I hope that this feedback is filtered down to him and his outstanding service is acknowledged in some way. Sorted me out with 3 new devices and several other things. Great experience!