Is there a charge to fix line faults?+

Most line faults occur within the phone network or exchanges and these faults will be fixed at no cost to you.  However, damaged lines on your property may have some associated costs and these are assessed on a case-by-case basis.  if we are unable to resolve your fault through basic troubleshooting we will request a Technician Call Out.

If we have organised a Technical Call out there are a few things to note.

Technician call-outs
It is important to test your equipment before reporting a line fault – our Customer Care team will assist you with basic troubleshooting and ensure this is done before sending out a technician.

If a technician is unable to determine the source or a line fault, they will need to examine the phone jacks and equipment at your home or business. If the technician needs to call in other experts or requires special equipment that is not readily available to them to help resolve the fault. We will defer your appointment until they have everything they need.

In most cases the technician will contact you directly, however please note if no one was home when the technician visited, please check your mailbox or under your doormat for a card to call. This will contain the contact details for the service company and instructions on making an alternative appointment. If you do not contact them either directly or via Compass within 48 hours the fault will be closed. If the technician was unable to gain access to your property on the scheduled day, this may also incur an abortive site visit charge of $150.

If the cause of the fault is determined to be your equipment – phone handsets, router and router cables etc. and not covered under your wiring & maintenance insurance – a technician call-out fee will be charged. This is a standard fee of $150.

To report a line fault, simply login to My Compass and send a Support Request to the Compass Customer Care team.

 

Call restriction – User guide

Call restriction allows you to block your home phone from making any toll calls.

Once activated, your phone will be restricted to local and toll free calls only.

Activating Call Restriction
Please call us on 0800 640 840 to activate this service.
To remove call restriction, just call us again.

I make a lot of international calls; what calling pack will be best for me?+

We have two great value calling bundles you can choose from.  To add either of these bundles to your line give us a call or send us a message through My Compass.

Mega Cap International 400 – $9.95 / month
Up to 400 minutes a month to landlines in New Zealand, Argentina, Austria, Australia, Belgium, Canada, Chile, China (inc mobiles), Denmark, France, Germany, Greece, Hong Kong (inc mobiles), Hungary, India, Ireland, Israel, Italy, Japan, Malaysia, Netherlands, Poland, Singapore (inc mobiles), South Africa, South Korea, Spain, Sweden, Switzerland, Taiwan, Thailand, UK and USA.

Mega Cap International 1000 – $24.95 / month
Up to 1,000 minutes a month to landlines in New Zealand, Argentina, Austria, Australia, Belgium, Canada, Chile, China (inc mobiles), Denmark, France, Germany, Greece, Hong Kong (inc mobiles), Hungary, India, Ireland, Israel, Italy, Japan, Malaysia, Netherlands, Poland, Singapore (inc mobiles), South Africa, South Korea, Spain, Sweden, Switzerland, Taiwan, Thailand, UK and USA.