Frequently Asked Questions

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

• I havent got my bill?

  I havent got my bill?

  We send all our bills by email. The most common cause of members not getting their bill is that it has been marked as spam or junk mail. You can normally retreive it from the spam or junk mail folder.

  
  To prevent your Black + White email ever being delivered to your junk mail folder again, just follow these easy steps and you'll get your email sent straight to your inbox from now on - so you won't miss a thing.
  
  Here’s how:
  
  
  To prevent the email appearing in your junk mail folder just add billing@team.bw.co.nz and service@team.bw.co.nz to your safe / contacts list as you would your other friends.

• Plan Details

  - Included minutes are national anytime minutes (to NZ landlines or NZ mobiles) per month.
  - Included texts are to any NZ mobile while in NZ per month unless otherwise stated.
  - You can call Member services on 990 free from your Black + White mobile phone to find out how many minutes or texts you have left.
  - Voice calls are charged per second after the first minute.
  - You can change your plan up or down free of charge every month.
  - You can leave Black + White free of charge at any time by providing 30 days written notice.
  - In processing your order we will conduct a credit check.
  - You can join us online or call us on 0800 021021 and pay by credit card, Visa debit card or by direct debit.
  - Your first months charges and included usage will be pro-rated from the date of activation.

  When you run out of included minutes or texts and when making calls or sending texts to international numbers, 0900 numbers, premium text short codes, operator assisted and directory related services and special numbers such as *555 you will be charged in accordance with our rate card.

  
  If your included minute allocation expires during a call, you will be charged for the remainder of your call at the rate that applied at the start of your call. For example, if you have two minutes remaining at the start of a call and that call lasts for 30 minutes, you will be charged for 28 minutes. Included minutes and texts are allocated per billing month. They cannot be carried over from one billing month to another billing month. Included minutes and texts expire on termination.

  Roaming is not 'activated' as default. Please call member services on 0800 892150 or 990 to activate this feature.

• Mobile Broadband Plan Details

  - Mobile Broadband Plans can not have other Options added to them.
  - You can call Member services on 0800 892150 free to find out how much data you have left.
  - You can change your plan up or down free of charge every month.
  - You can leave Black + White free of charge at any time by providing 30 days written notice unless otherwise stated.
  - If you take the option of a Free USB Data Stick and the plan is cancelled for any reason within 24 months of activation a hardware recovery fee of $99 will be applied to your final bill.
  -In processing your order we will conduct a credit check.
  - You can join us online or call us on 0800 021 021 and pay by credit card, Visa debit card or by direct debit.
  - Your first months charges and included usage will be pro-rated from the date of activation.

  When you run out of included usage you will be charged in accordance with our rate card.

  Included usage is allocated per billing month. It cannot be carried over from one billing month to another billing month. Included usage expires on termination.

  Roaming is not 'activated' as default. Please call member services on 0800 892150 to activate this feature terms and conditions will apply, a credit check will be conducted and we may require a deposit.

  Please note if you are transferring an existing MBB connection to Black + White you will need to cancel your current connection with your existing provider. This is required as you will be issued a new connection from us rather than transferring or porting your existing number.
  Failure to cancel this account will result in continuing charges from your current provider.

• What will my bill look like?

  Click here to see a sample bill.

• Mobile Broadband Data Stick - Settings Guide

  Setting Up Your Mobile Broadband (MBB) -

  Please note if you are transferring an existing MBB connection to Black + White you will need to cancel your current connection with your existing provider. This is required as you will be issued a new connection from us rather than transferring or porting your existing number.
  Failure to cancel this account will result in continuing charges from your current provider.

  This guide applies if you have bought a data stick from us or have a Vodafone NZ stick that you will be using with your Black + White mobile broadband SIM.
  
  Step 1 – Inserting your SIM in your Modem
  a)    Remove the cap from the end of the stick.
  b)    Slide out the SIM holder from it’s slot and insert your SIM
  c)    Push the SIM holder back into the stick until it clicks
  d)    Plug the USB stick into your computers USB port.
  e)    Setup should begin automatically
  
  Troubleshooting
  If the set up does not begin automatically, navigate to ‘My Computer’ and click on the drive which has recognised the USB stick. Click on the icon setup_vmc_lite. The setup software will now begin.
  
  Step 2 - You will be asked to select a Mobile Network Operator from a list, select Vodafone NZ.
  Step 3 – If you accept the terms of the license, click on I accept and then click Finish
  Step 4 – The install is complete!
  
  Now you need to set up the Network connection. All the settings will be saved, so you will only need to enter this information once.
  
  a)    Navigate to your desktop.
  b)    Locate the Vodafone Mobile Broadband icon and double click on it.
  c)    Click on the Manage Connections on the left of the menu bar.
  d)    Now click on View.
  e)    A new window called Mobile Connection Settings will pop up.
  f)    Click on New. A new window will pop up.
  g)    Enter the Name Black + White in the text box
  h)    Now click on the APN tab.
  i)    Enter www.m2.net.nz
  j)    Click OK, Click Connect get online. Finish.
  
  Connecting after the set up
  Next time you want to connect just Navigate to your desktop, locate the Vodafone Mobile Broadband icon and double click on it. Make sure it says Black + White in the drop down menu and click on Connect.
  A few things to know!
  
  You should shut down your connection when not in use, as some applications on your computer may automatically connect to the internet which will use up you data.
  There is a usage monitor on the connection application just click View Usage, you should reset this each billing month. Contact Member Services to check the end of your billing month.
  
  Troubleshooting - email
  If you are using an ISP based email and find you cannot send you may wish to try the below settings:
  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'.

• 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?

• Terms + Conditions

  Terms and Conditions for BLACK + WHITE Account Members can be viewed and downloaded as a pdf by clicking here.

• Privacy Policy

  PRIVACY POLICY
  B+W may hold information relating to you that you have provided to us (such as on an application or registration form) or that we may have obtained from another source (such as our suppliers or from marketing organisations and credit agencies).
  
  1.1 This information may include, amongst other information, your name, address, telephone numbers, information on how you use our products and services (such as the type, date, time, location and duration of calls or messages, the numbers you call and how much you spend, and information on your browsing activity when visiting one of our group companies' websites), location of your mobile phone from time to time, lifestyle information and any other information collected in relation to your use of our products and services (Information).
  Your information may be held and used by us for a number of purposes connected with our business operations and functions, which include:
  (a) processing your orders or applications;

  (b) carrying out credit checking and scoring (unless we have agreed otherwise);

  (c) providing you with products and/or services requested (including the presentation
  or elimination of calling or connected line identification) or administering your account;

  (d) billing you (unless you pay by another agreed method);

  (e) settling accounts with those who provide related services to us;

  (f) dealing with requests, enquiries or complaints and other customer care related
  activities; and all other general administrative and business purposes;

  (g) carrying out market and product analysis and marketing our and our group
  companies/products and services generally;

  (h) contacting you (including by post, email, fax, short text message (SMS), pager or
  telephone) about our and our group companies' products and services and the products and services of carefully selected third parties which we think may be of
  interest to you (unless you ask us in writing not to);
  (i) registering your details and allocating or offering you rewards, discounts or other
  benefits and fulfilling any requests or requirements you may have in respect of our
  and our group companies' loyalty or reward programmes and other similar schemes;

  (j) inclusion in any telephone or similar directory or directory enquiry service provided or operated by us or by a third party (subject to any objection or preference you may have indicated to us in writing;

  (k) carrying out any activity in connection with a legal, governmental or regulatory
  requirement on us or in connection with legal proceedings, crime or fraud
  prevention, detection or prosecution;

  (l) carrying out activities connected with the running of our business such as
  personnel training, quality control, network monitoring, testing and maintenance of
  computer and other systems and in connection with the transfer of any part of our
  business in respect of which you are a customer or a potential customer.
  
  1.2 We may share your information with our group companies who may use and disclose your information for the same purposes as us.
  We may also pass personal information, relating to you, for any particular purpose to
  certain third parties including:
  (a) Those who provide to us or our group companies products or services that support the services that we provide, such as our dealers and suppliers;

  (b) Credit reference agencies (unless we have agreed otherwise) who may share your
  information with other organisations and who may keep a record of the searches
  we make against your name;

  (c) if someone else pays your bill, such as your employer, that person;

  (d) those providing telephone and similar directories or directory enquiry services;

  (e) carefully selected third parties who we reasonably believe provide products or
  services that may be of interest to you;

  (f) those involved in the prevention or detection of fraud or crime or the apprehension
  or prosecution of offenders, including the operators and participants of crime
  prevention schemes in which we participate who may compare your personal
  information with information collected from other sources and who may keep a
  record of the searches we make against your name; persons to whom we may be
  required to pass your information by reason of legal, governmental or regulatory
  authority; and anyone we transfer our business to in respect of which you are a
  customer or a potential customer.
  
  1.3 If you wish to use our Products abroad, your information may be transferred outside the New Zealand to that country. Our Website and those of our group companies may also be based on servers located outside of the New Zealand. Please note that the data protection and other laws of countries outside New Zealand may not be as comprehensive as the laws of this country.
  
  This Policy does not affect your rights under the Privacy Act 1993. This notice is provided for your information and is not intended to limit or exclude your rights under the Privacy Act 1993.