I can’t make voice calls on my Compass Mobile, what do I do?+
Have you received a message to top up your phone? If so, please top up your phone and it should start working again. If not please check you have enough credit available to make your call.
If you have enough credit it may be caused by work on the network. You can check the status of our network at the bottom of the page.
I make a lot of mobile calls; what calling pack will be best for me?+
We have three options available for you to choose from:
Mega Cap Mobile 100 – $9.95 / month
Up to 100 minutes a month to New Zealand mobiles
Mega Cap Mobile 200 – $17.95 / month
Up to 200 minutes a month to New Zealand mobiles
Mega Cap Mobile 500 – $34.95 / month
Up to 500 minutes a month to New Zealand mobiles
How much does it cost to connect a phone line?+
If your property has an existing but non-intact phone line – that is, it’s been cut, or there is no phone line to your property – there may be a charge to have it connected.
Costs vary so please contact us to find out more.
Connection costs are payable in advance.
How do I make an emergency call?+
The number to call in an emergency is 111.
If you call this number the operator will ask you whether you require the Police, Fire or Ambulance service. Please tell the operator which service you require and they will put you through to the appropriate service.
Make sure that your children know about the proper use of 111 emergency calls.
If you have a fibre connection you will be unable to make 111 calls in a power cut as your phone line requires electricity to work. You can find out more about what happens to your fibre connection in a power cut here.
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.
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.
My phone line has no dial tone+
Phone lines are susceptible to water damage, corrosion, road works, and old age. If you pick up the phone and don’t hear a dial tone, the following two situations are most likely to be affecting you.
If you have no dial tone, this can be because your phone line has been damaged or cut in some way. This may not necessarily have happened on your property. Line faults can also present themselves in the form of crackling or ‘noise’ on the line. Try calling your phone number from a cellphone or other line, and note down the result. Before we can be sure of a line fault, the possibility of an equipment fault should be investigated first.
Before assuming a line fault, you should test your phone handset, cables, and phone jack to see if they are functioning correctly.
I’m having difficulties making toll calls+
A toll call is defined as anything outside your area code, including other countries and mobile networks.
If you’re having problems with a single number, it is most likely a problem with that number, rather than the phone network.
Difficulties calling multiple numbers in the same area may indicate a problem with the phone network, whilst if you’re unable to make any toll calls at all, this may be indicative of an account issue.
Occasionally the phone network will encounter faults, and these faults may present themselves as the inability to call a particular location.
If you encounter this problem, simply login to My Compass and send a Support Request to the Compass Customer Care team. Include the followng information:
- A list of numbers you have tried calling
- Dates/ times you made the calls
- What area/location they are in
- What happens when you call them (automated messages, beeps, dead air)
If you are unable to make toll calls at all, this can either be a service issue or an account issue. If you have not paid your account in some time your toll service may have been blocked pending payment of your overdue balance. You will have been notified when this step is taken, but if you are unsure, login to My Compass and contact the Compass Customer Care team via Support Request.
Call diversion – User guide+
Receive calls wherever you are. Call diversion allows you to automatically forward calls to another number.
Just dial the code below followed by the number you would like your calls diverted to before you leave home and your calls will find you. When you want to turn off call diversion, just dial the deactivate number.
Setting up Call Diversion
Divert all calls
Divert calls if your line is busy
Divert all calls if there is no answer after 6 rings
Please be aware
Standard calling charges will apply, if the number you divert your calls to is a mobile or toll call.
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 national calls; which calling pack will be best for me?+
Our calling rates are some of the best available, so you’ll probably find our standard Mega Chat plan works for you.
Mega Cap New Zealand 500 – $9.95 / month
Up to 500 minutes a month to landlines in New Zealand
Mega Cap New Zealand 1000 – $14.95 / month
Up to 1,000 minutes a month to landlines in New Zealand
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.