NZ Home & Business Phone

Toll Calling is a service which provides access from your home or business phone to long distance calling.
Toll Calling includes:

· Calls to numbers within New Zealand which are outside your local calling area

· Calls from a landline to a cell or mobile phone

· Calls to numbers outside New Zealand (overseas calls).

* Toll Calling excludes local calls and access (line rental).
To find out who provides your Toll Calling service you can dial 07 832 0000 (toll free). As an ACN customer, a recorded announcement will advise you that your service is provided by TelstraClear, ACN's network partner in New Zealand.

If you switch to ACN for toll calling, your local calls will continue to be provided and invoiced by your line rental provider (for example Telecom or TelstraClear).

Of course if you're a residential customer, you'll continue to enjoy free local calls.

Yes - ACN offers a business line product- this is for small businesses.
PickNMix calling plans are not available- however you will still receive the $10 discount if you choose to take one of ACN’s ADSL plans.

ACN offers business customers the ACN Business Rateplan. For more information on our Business Plan please click here.

If you wish to remove a toll bar please contact customer service on 0508 226 000. For our operational hours please click here.

If you wish to disconnect your service please call Customer Service on 0508 226 000. For our operational hours please click here.

Unfortunately ACN does not currently support a prepaid home phone offering. If you choose to move to a Telecom New Zealand post paid offering, we can then move your home phone connection to ACN.

Value added services are packages you can select to add onto your existing home phone service. 

Available Value Added Service:

Home Choice Urban is only available to customers living in the metropolitan areas of Auckland, Wellington and Christchurch.
HomeChoice is available for the rest of New Zealand.

Don’t worry if you select the wrong plan when you request activation- our system will allocate you on the correct plan when we process your application.

If you don’t have an existing working line – you will need to have a new line installed. We will advise you of the cost (which will depend on the work required) before we proceed.

Any Value Added Services that you have with Telecom New Zealand will automatically be transferred across with your phone line when you join ACN. If you don’t wish to have these services- either cancel these with Telecom before you move your line across or call ACN once you have been activated and we can cancel them.

VAS services can take up to 3 business days to connect- you can add these to your home line service when you request activation or by contacting customer services on 0508 226 000.

Customers who are connected to the below exchanges will be connected to a Type B exchange. All customers on a Type B exchange will be unable to make fixed line to mobile calls.

Below is a list of suburbs that are currently registered as Type B Exchanges.

Awanui
Bluff
Kaikohe
Mahurangi
Maheno
Otautau
Omarama
Raglan
Takaka
Waitati

Before contacting ACN Customer Service please check the following: 

• Check that your telephone handset is not faulty
• Try a different telephone on the line.
• Remove any other connections on the line e.g. modem, splitter, or fax machine

It is very important that you notify us whether you deem the line faulty or whether your equipment is malfunctioning.

Once the service has been logged with ACN it can take up to 3 working days for a residential service to be restored.

For business customers your service will be restored with priority and is generally restored within 1-2 working days.

Yes, you will be able to obtain wiring insurance by calling customer service on 0508 226 001.

If you wish to continue to have Wiring Insurance please add this in your Online Application under additional services. It is important you are aware that Wiring Insurance does not get transferred from one Service Provider to another.

$3.60 per month including GST.

No, unfortunately if you wish to upgrade your service you will need to choose one of our new fixed line packages with one of our new pick N mix calling bundles.

If you have been advised that your fixed line service has been rejected  this can often be resolved by providing the correct information. You can contact Customer Service on 0508226000 for further information - Please have a copy of your existing phone bill before you call ACN.

Your fixed line service can be rejected for the following reasons:

● Unable to supply the service – There are a few reasons why the service cannot be provided to you. Please read the list below:
- You are a Pre-Paid Telephone user
- You live in an area we cannot provide service to
- Unavailable capacity at the exchange
● Open service order - There is an order on the line to change/maintain your service. E.G. You have logged a line fault and the fault is still under investigation, you have requested to add an additional service to your Telephone line, or you have service change request that has not yet been completed.
● Disconnection Pending – There is a request in the network to disconnect your service.
● Name mismatch – The name provided on the application does not match Telecom NZ records. Please ensure during sign-up that you have a copy of your current Telephone invoice.
● Invalid account number - The Customer account number provided on the application is incorrect or does not match the information in Telecom’s records. Please ensure during sign-up that you have a copy of your current Telephone invoice.
● Invalid line or address - The Customer service number or address provided on the form is incorrect or does not match the information in Telecom’s records
● Not capable of providing service - There is insufficient capacity on Telecom’s Network or infrastructure to provide you with this service. ● Incomplete information – We have missing or invalid information on the application form.
● Disconnected line - The Telephone service is disconnected.
● Customer Cancellation - Customer has advised that they no longer want to proceed with their service transfer.
● Number not compatible – The number provided on the application is not the main service number. Please check that you have provided us with the main service number on the line/network.

Yes - you can have a Fixed Line service (e.g. a Home Phone or Business service) without any additional calling package or ADSL services.

A successful Fixed Line service activation can take up to 10 working days. To ensure a smooth transfer of your Fixed Line service please have a copy of your current telephone bill with your customer details.

No. ACN does not charge a connection fee if you have an existing and working post paid phone line at your property.

To minimise delays in getting your services activated please have a copy of your current Telephone bill with your service provider.

For Credit Assessment purposes ACN requires either ONE form of primary Identification or TWO forms of secondary Identification.

Primary Identification includes:
• Drivers Licence
• Passport
• Birth Certificate

Secondary Identification includes:
• A copy of your current phone bill
• A copy of your Bank Statement
• Electricity Bill
• A payslip from your current employer

Yes, we credit check our customers.