One New Zealand  レビュー 602

Debt from closing the account was attributed to me instead of my partner as some how I became the account owner of his mobile plan when I created a broadband account. Neither of us received any communications about the outstanding debt until I recieved an email from InDebted NZ. Throughout the period of having the mobile account associated with my partner and the broadband account associated with me we made many attempts to get the issue with the merging of the accounts sorted to no avail.
Overall poor customer experience on this front and lack of communication from One NZ, would recommend any other company!!!

Do it ! The best mobile phone service I have ever received. Lee Rocque at the Kerikeri Branch was amazing - above and beyond expectations. My wife and I are new to the country. Lee set us up with 2 mobile phone SIMS and home Broadband making it simple for us to use. He configured both our phones with expert knowledge. He even made contact with us out of hours when we were having initial connection issues - all sorted. Amazing service. All services a couple of dollars more expensive than some of the minor competitors but worth every cent for service like this. Highly recommended. Thanks Lee.

nothing works cut my pH off going back to spark

My wireless broadband Deco router became faulty and service became intermittent. I contacted One NZ via text message and went back and forth over the space of about 3 days with them giving me repeated troubleshooting tips which I had already tried AND which they had already suggested and I had done, to no avail. In the end I asked for a replacement modem. They offered to send me one only if I would re-sign for 12 months! I had been a customer for at least 18 months previously. I told them if they didn't replace the faulty modem WITHOUT forcing me to re-sign for 12 months I would cancel the contract and they said OK, sorry to lose you as a customer then! WTF.

I have Broadband with One Nz, My monthly charge is $96.00 per month as it says on the bill they send me every end of billing cycle.
But when they remove the money from my bank account they take $96.96.
Not sure why they take the extra .96c but it happens every month.
Im pretty sure they would have top line accountants overseeing these accounts. so are they stealing the extra charge on purpose and hopeing no one notices. They have roughly 400000 Broadband customers. If they took .96c extra from all their customers it equals $384000.00 per month and $4608000.00 per year.
So are there any other customers getting scammed as i am, And who do i bring this to the attention of. Not One Nz because they could say its an accounting mistake and stop doing it and keep doing it to other customers who have not noticed the extra money they take from their accounts each month. Should not have NZ on their name as thats not what kiwis do.

Recently was forced to move from copper to fibre due to the discontinuation of that in my area. While the customer staff were very lovely and technicians seemed very on to it - none of their systems seemed to work very well. The technician had to ring the regular customer line and wait in the queue to ask technical questions about the back end of the system and while the customer service person was nice it was very clear she didn't really know what was happening and in setting up this change over that was a very similar experience I had with other exchanges with customer service people in the centre, they simply didn't know the process for changing over or what was involved or how I might experience that change over at a practical level.

Shocking company.
Over sold their product, failed to deliver the enticements offered, failed to provide the technical support promised.
ZERO accountability, ZERO integrity

How can it really be this bad? Unintelligible confused customer service. No one is communicating or doing their jobs properly. Horribly managed account, cancelled. Continue to be billed unknown to me. Promptly sent my credit rating into free fall. What a fail. With 2degrees. Way better and a lot cheaper.

terrible service. bought phone last week and was only receiving 1 bar reception at office, took to one NZ nelson office and staff looked it up and said yes limited reception. advised to go back to harvey normal and pay ph outright and go back to old provider which I did. also advised to return one nz nelson Tuesday when boss was there to talk about months bill for $163.47 as this can likely be reversed. went in today and told I do have reception (I dont) and can't be reversed told bill needed to be paid and they even had the nerve to offer to transfer me back! Paid 163.47 for a service I cant use, $64.58 of that is for a phone I own out right and owe no money on. terrible service will leave review and tell family and friends to avoid at all costs

I changed my account from contract on to prepaid and was sent a final bill. I tried to pay this bill numerous times using the one nz app but because one nz had already closed the account every time I entered the account number it would not register. There is no option to pay the bill without the account number. I tried calling one nz and they said they also couldn't take payment over the phone due to the account being closed. I was then sent an email from the one nz collections team demanding a bill payment. I ended up having to go into a One NZ shop to pay the bill. After paying instore I was told I would then need to ring one nz to let them know I had paid. I rung one nz there was no option to speak with someone. I asked and was answered by AI and hung up on numerous times before I could get through to speak with someone, I was then transferred to a noisy overseas call center where it is extremely hard to hear and understand the call center agents. This whole process has taken hours from my working day. I will be changing to another phone company, One NZ are utterly useless!

New Lynn store - 20+ minute wait, and get to speak with A rude lady, who is having a bad day.

Billing is never right.
6 months half price means $70 plan is $35 per month for 6 months. One NZ better reflect that correctly in the invoice.

Learn some Maths here: $70*50% = $35

I've been a customer of Vodafone for 13 years, and throughout that time there have been plenty of ups and downs, mostly downs, to be honest. But then again, what provider isn’t like that?

Most of the issues I’ve experienced have been related to customer service. There’s a significant lack of connection between the customer and the provider, along with an annoying security “obstacle course” every single time you need help. Even when you’ve validated a guardian or representative on a shared account, they still make it unnecessarily difficult. (I manage my grandparents’ accounts to ensure they aren’t being taken advantage of.)

Going back to customer relations, there’s little to no consideration for long-term users. If anything, it feels like they force changes onto you, making existing plans obsolete or automatically renewing contracts, which creates a whole new set of problems.

I don’t want to offend anyone, but the customer service communication can be very difficult. There’s often a need to repeat yourself or ask them to repeat what they’ve said, and there’s a clear communication barrier. This only adds to the frustration of an already difficult situation, and it rarely feels like there’s a truly satisfactory resolution. It often feels like the customer is jumping through hoops just to get something fixed.

Now for the latest issue, which has honestly pushed me over the edge: Trend Micro Security Suite Pro+. This “accessory” was added to my contract by a retail salesperson, despite me specifically pointing out how unnecessary I thought a paid mobile security program was. It reminded me of those old computer antivirus bundles like McAfee or Norton that always came as “optional installs.”

Then I received my first bill, with a $340 charge for the Trend Micro program. To make it worse, they had only installed the free version of the app and hadn’t even registered it for the paid service.

So now I’m stuck dealing with customer service again, trying to have this charge removed from my plan. Instead, they want to run an investigation into the salesperson, going through all the what, why, and how, while I’m left dealing with the consequences of something I never agreed to in the first place.

Yeah! Rant over. Hope someone can learn from my experience. :)

The offer seemed good. I was going to save $60 a month on internet phone, mobile and broadband.
2 months after everything was meant to be up and running, its still not. We didn't receive the modem until after the fibre was changed. The modem provided doesn't work. The phones don't work as promised which they initially said would take overnight to come into effect (untrue) and are blaming on a software upgrade. So here we are paying for our old fibre which we are still using and for the new plan which we are unable to use. On top of this they tried charging $500 for the tech to come and set up the phones which was included in the quote at no charge.

Absolutely useless. Terribly customer service. Made two top ups because the first one didn't work and still can't place phone calls

There is no such thing as customer support. The one tab just leads to irrelevant services and there is never someone to talk to. One NZ is truly the worse thing that ever happen in my life. A pitty I need this phone number otherwise I would have cancelled them 20 years ago because this is when their issues started.

You are showing shorts of the My Family Mystery. Sonia Gray has done it before. While looking at old, old books for information she dosen't wear Gloves. That is disgusting. I thought someone in TVNZ would have shown her what to do. They are very old manuscripts. Oil and dirt comes off the hands.

Broadband got painfully slow. Called customer service, they said to hit the factory reset button. I did this. No change, v slow speeds. They said "we'll get our technical team onto it & come back to you" - never heard back. Got new provider.

One NZ eSIM.
Is this a scam? How could one use 10GB data in a few hours? Merely allowing Google maps to guide us from Auckland to Rotorua (turned off for 1 hour of that journey). Very few apps playing in the background. 8GB used. A few minutes the following morning accounted for the extra data use.
$49 was the cost.
The customer service varied from pathetic to appearing to be helpful. (More information later).

I have just purchased a new iPhone 17.
The service and assistance that i received from Kevin and other members of the team at the Botany Store was excellent.
Kevin's customer service in particular was first class.