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Solve roaming problems

Travelling overseas? Learn about your roaming options with Spark. Find out how to solve roaming problems, and who to contact while you're overseas.

Roaming packs

There are several types of roaming packs depending on your destination and usage requirements.

Find out more about roaming packs

How to buy roaming packs on the Spark app:

  1. Sign in to the Spark app and select MySpark from the main Menu
  2. Tap on the Products tab and select the product line to view the details page.
  3. Scroll down the details page to view the roaming packs and rates button.
  4. Search and select your roaming destinations to review the casual rates and packs available at your destinations.
  5. Select your roaming pack and a review screen will appear, read and tick yes to the terms and conditions.
  6. Swipe the button to confirm and add the pack on your account or proceed to the payment journey for prepaid customers.
  7. Purchased roaming packs will appear in the products details.
  • Roaming usage: currently the roaming pack usage can only be accessed from MySpark online. 

Who to call if you have a roaming problem

  • From anywhere in the world, contact the International Roaming Helpdesk. They're available 24/7. Call +64 3 371 0866. This is a free call from a Spark mobile.
  • From within New Zealand, call 0800 Good2Go (0800 466 324)
  • Free calls from landlines are available in the following countries:
    • Australia: 0011800 4663 2460
    • UK: 00800 4663 2460
    • China: 00800 4663 2460
    • Hong Kong: 001800 4663 2460
    • Thailand: 001800 4663 2460
    • Canada: 011800 4663 2460

Lost or stolen devices

  • Contact the International Roaming Helpdesk on +64 3 371 0866 if you lose your device or it gets stolen. They're able to block your SIM.
  • If you don’t block your SIM straight away, you'll get charged for all calls made and data used until it's blocked.
  • Change any passwords, or other important information, stored on your device as soon as you can.

Calling tips

Making calls while roaming:

  • Make sure the numbers in your contact list are in the international format so you can make calls and send texts without any issues.
  • All Spark mobiles and tablets offer +code (aka plus code) dialling. This lets you make calls, while roaming, without dialling the international access code.
  • Make sure the numbers in your contact list are in the international format so you can make calls and send texts without any issues.
  • Enter +, then the country code (for example 64 for New Zealand, 61 for Australia) followed by the phone number without the leading zero. For example:
    • 027 123 4567 becomes +64271234567
    • 09 345 6789 becomes +6493456789

Tips:

  • Not sure how to get the + symbol on your keypad? Pressing and holding the 0 (zero) key on most phones brings up the + key. On older phones it can be a long press, or many presses of the * or # keys.
  • Store phone numbers in your contact list in the international format. This way you'll always dial or text the correct number. Note: This won’t impact making calls or sending texts when back in New Zealand.

Access voicemail while roaming:

  • Call +64 83 083210 and wait for a message
  • Type in your PIN
  • Select # and listen to your messages

Visiting New Zealand?

While you're in New Zealand, we have a range of prepaid plans that you can choose from. Find out more about your options for your time in New Zealand. View NZ mobile plans

Keep your roaming costs down

  • First, check out our available roaming packs. These packs give you the best value for calling, texting and data. Use the search box to see what's available.
  • We have data caps to help keep your roaming costs down. They’re set at $150 for all customers (except Spark Digital). Learn how to set up data caps
  • You can disable roaming in your device's settings. You can also call us and request a roaming bar to ensure you avoid data charges.
  • Your phone may use data in the background. This could be to get emails, get social media notifications, or auto-update apps. To make sure you don't get charged for this, disable roaming using the settings menu on your mobile.
  • If you're a sharer on a shared/group plan, you must still purchase your own Roaming Pack to avoid casual rates in destinations. You cannot share the share leader's Roaming Pack.

Turning off data roaming

Depending on the device and software you're using, instructions may differ. Select your device and follow the steps to disable data roaming. If these steps don't work for your device, find instructions in your device's user guide.

iPhone

  1. Go to Settings.
  2. Select Mobile.
  3. Select Mobile data options.
  4. Turn Data roaming off.

Android

  1. Go to Settings.
  2. Select More networks/Mobile networks.
  3. Deselect Data roaming.

Windows Mobile

  1. Swipe left to view the Apps list.
  2. Go to Settings.
  3. Select Mobile network.
  4. Select Data roaming options.

Stay safe when travelling

  • Use strong passwords, passcodes, or touch ID to lock and protect your devices.
  • Apply a sim lock to prevent your sim from being used if removed from your device and inserted into another.
  • Use a tracking app like Apple or Samsung's Find my phone feature. This will help protect your phone if it's lost or stolen.
  • Be wary of skimming devices on ATMs.
  • Avoid internet banking and online shopping on public computers and public WiFi networks.
  • Turn off bluetooth and WiFi when you're not using it.
  • When you get back, check your credit card statement in case there are unknown transactions on it.
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