Frequently Asked Questions

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• 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 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.

• 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.

• Terms + Conditions

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