Frequently Asked Questions
If you need some help, this is where you`ll find it. If what you're looking for is not in the list, just search our knowledge base below. Click on the + to expand the topic.
What will my bill look like?- How do I change the settings on an iPhone to use it on Black + White?
How to change the settings on an iPhone to use it on Black + White mobile.
The iPhone is not capable of receiving data settings as a text message, so will need to be configured manually.
1. On the handset, tap Settings.
2. Scroll to and select General.
3. Scroll to and select Network.
4. Select Cellular Data Network.
5. Select the APN field, and enter www.m2.net.nz
6. Tap return.
7. Username field can be left blank
8. Tap return.
9. Password field can be left blank
10. Select the MMS APN field and enter wap.m2.net.nz
11. Username and Password can be left blank
12. Scroll to MMSC field and enter http://m2.nzmms.net.nz/pxtsend
13. MMS Proxy should be 172.030.038.003:8080
14. Press the home button to return to the main screen.
15. Tap Safari.
16. Tap on the address bar.
17. Enter http://www.bw.co.nz and tap Go.
18. Wait for the page to load, then tap on the add symbol.
19. Tap Add Bookmark.
20. Enter Black + White as the title, and tap Save.
21. Press the home button to return to the main screen.
Please Note: iPhone can not be used as a tethered modem on Black + White. This is due to the way Apple have configured the handsets. - Why do I have to pay by credit card, Visa debit card or bank direct debit?
The Visa, Mastercard or Amex card number you provide will be used for your initial payment (of plan and/or mobile) and then for the monthly payment of your bill. If you are payming by bank direct debit and are purchasing a mobile we will need payment of the phone by bank direct deposit prior to proceeding with your order. Details of how to make this payment will be in the order confirmation email.
We will send you your bill via email 14 days before we charge the money to your card/account. That way you can make sure all is well. If you have a question call Member Services.
We are working hard to make a mobile account really flexible. Bad debt is the scourge of all telecommunications companies. Those of you who pay on time end up paying for those who don't. In keeping things flexible we have to make sure we get paid on time, which we don't think is an unreasonable request.
We know that those of you who do the right thing and pay on time will appreciate why we are doing this to protect us and therefore you from those who don't pay on time.
We don't charge a premium like some companies do for card payment. Remember by using this form of payment we give you the opportunity to get points on your card at no extra charge and longer to part with your cash.
Finally we work really hard on card security using encryption on our payment gateway and ensuring that any staff who have access to sensitive information are vetted.
If you need to change your payment details find the forms here.
- Will my current mobile work on Black + White?
If you currently have a mobile phone working on the Vodafone NZ, Telecom XT or 2Degrees networks chances are it will work on Black + White.
If you have a mobile from Telecom XT please be aware that when you go outside of "3G Broadband" areas, which are mainly outside the main metro areas in NZ, your handset will only connect to the 2G network as your handset runs on slightly different frequencies than our network. This will only effect mobile data/internet usage though. You will still be able to make call and send texts as normal.
If you currently have a Telecom CDMA or TelstraClear mobile phone you will need to buy a new phone. As a Black + White member you get exclusive access to buy mobiles from us anytime at near wholesale prices. All our mobile phones come with a full manufacturer's warranty.
If you have a Blackberry chances are it will work on Black + White but you will need to select one of our BlackBerry BIS Options to access email.
For the techos: GSM Dual band or better phone using the 900Mhz frequency; for 3G services you need a 3G UMTS or better phone using the 2100Mhz frequency.
- Can I keep my 021, 027, 022, 029 or 028 mobile number and join Black + White?
You can bring your mobile phone number from any another New Zeland mobile operator to Black + White. Yes you can keep your current full phone number.
To bring your number On Account customers (i.e. if you get a monthly bill rather than have prepay where you top up) you will need your mobile phone number & account number (from your monthly bill).
Pre pay customers will need your mobile number & mobile serial number (Dec ESN) if with Telecom NZ (CDMA) or TelstraClear (CDMA) or SIM card number if with any other NZ mobile operator.
After having chosen your Plan and Options just fill out our online application which will step you through what we need from you. We will not disconnect your current service until we have been in contact with you so don't be concerned that anything is going to happen without you knowing about it first.
However if you want a new number we can happily provide you with one, it will start with 028.
- What is Black + White's coverage like?
With Black + White you will have mobile access to around 97% of where New Zealanders live, work and play, and this is improving all the time.
Click here for coverage maps of your area. Please note that coverage maps are indicative and environmental factors and network conditions may result in coverage variance.When roaming overseas you have access, subject to roaming being enabled, to networks in over 210 destinations. Roaming is not 'activated' as default. Please call member services on 0800 892150 or 990 to activate this feature.
- Forms for existing members
The following forms are a quick and easy way for you to get our assistance without you having to spend time out of your day on the phone to us; all you have to do is fill out the appropriate form in as much detail as possible.
All forms are submitted directly to our member support team; they are treated as high priority and will be reviewed and replied to when necessary within the day. Please select the form you require from the list below or if you would prefer to speak to member support, call 0800 892 150 or 990 from your Black + White mobile.Give notice to leave Black + White
- 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. - What Options are available?
Pick a plan and anything you add to it is an Option.
Email, additional Minutes and Favourites just some examples.
If you are a Member we will let you know as more Options become available.Peak and Off peak calling times
Click here to view all our Options. Let us know if there are others you would like to available. - 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. - 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.
- My mobile/SIM is Lost or Stolen what should I do?
If your mobile phone has been lost or stolen, please contact us immediately on 0800 892150 or +64 2885 000 990 if you are overseas.
We will place a hold on your account so no calls can be made.
A new SIM card will be arranged for you and as a Black + White Member you have access to discounts on new mobile phones.
Black + White recommend all stolen items be reported to the Police. - I need Black + White Mobile Phone Settings?
If you have not bought your mobile phone from us once you receive your Black + White SIM card and have activated your service you will need to change your mobile phone setting. It's very easy.
Click here to open our mobile configurator in a new window.
After you have selected the make and model of your mobile phone and entered your mobile number you will be sent a text message with the settings.
You need to do this individually for WAP, MMS and Internet settings.
They will then be automatically loaded. This service is free of charge and takes less than one minute. In some rare circumstances this can not be done using the text service in which case you will be shown a step by step guide.
Alternatively, or if your mobile isn't listed you can input the below settings manually the user guide you got with your mobile will have instuctions on how to do this.
If you have an iPhone we have set by step instructions if you click here to enter the Black + White settings.
MMS
Name: “Black+White MMS” or “B+W MMS”
APN name: wap.m2.net.nz
MMS Gateway IP Address: 172.30.38.3
MMSC URL: http://m2.nzmms.net.nz/pxtsend
MMSC port: 9201 for WAP1.x or 8080 for WAP2 phones
WAP
Name: “Black+White WAP” or “B+W WAP”
APN name: wap.m2.net.nz
User name: “leave blank”
Password: “leave blank”
HTTP Proxy server: 172.30.38.3
Proxy port: 9201 for WAP1.x or 8080 for WAP2 phones
Internet
Name: “Black+White Internet” or “B+W Internet”
APN name: www.m2.net.nz
User name: “leave blank”
Password: “leave blank”
Proxy server: “leave blank”
Proxy port: “leave blank”
Smtp for outbound ISP pop3/imap4 email: smtp2.vodafone.net.nz
This is required for those members wishing to collect or send their personal ISP email while connected to the Black+White network. It is often referred to as the 'outgoing mail server'.
- Where are the Legal Bits?
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