*As awarded by Opensignal in the September 2024 NZ Mobile Network Mobile Experience Report.
What award-winning coverage means for you
In 2024, Spark was awarded New Zealand's most reliable mobile network with the widest coverage by OpenSignal.
Opensignal is the leading global provider of independent insights and data integrating network experience and market performance across converged, wireless, and broadband operators.
The Reliable Experience award highlights Spark's superior ability to connect and complete basic tasks like streaming video and browsing the internet. The Coverage Experience award confirms Spark's national lead in coverage footprint among all mobile operators. View Opensignal New Zealand Mobile Network Experience Report: September 2024
30-Day Mobile Network Guarantee
If you experience network issues in your area within the first 30 days of being on a Spark Personal Pay Monthly plan (eligible plan), and we’re unable to fix the issues during that time (Guarantee period), we'll refund the eligible plan charges paid by you. You'll also not get any termination fees. Here are the steps to follow:
- Report the issue: Contact us with details of any network issues at an important location for you (for example, a place you spend significant time), and Spark will work to resolve the issue as quickly as possible.
- Money-back guarantee:
Pay Monthly Mobile plan: If you have a network issue that's not caused by a temporary emergency outage and we're unable to resolve it within 30 days of the date your plan was activated, you’ll be entitled to a refund for your eligible plan. The refund will cover any costs of your eligible plan costs that were charged to you during the Guarantee Period.
Devices purchased using interest free payment: If you are using your eligible plan on a device that you purchased from us at the same time as signing up to your eligible plan (eligible device), you can also return that eligible device (phone, tablet or smart watch) if it is in as-new condition into any Spark store for a full refund, or you can choose to keep that device and pay for it outright.* If you return your eligible device you may also return and be refunded for any accessories that you purchased that attach to and can only be used with the model of device that you are returning, like phone cases and screen protectors.**
- Termination fees: If the Network Guarantee applies, you will not be charged termination fees for leaving your Pay Monthly plan.
If you have any questions, please get in touch or take a look at our frequently asked questions, below. Message us
Network Guarantee terms apply. View 30-Day Mobile Network Guarantee terms
*To be eligible for a refund, all devices and accessories must be returned to us in ‘like-new’ condition along with its original packaging and with all components originally provided by the manufacturer to be eligible for a refund. We cannot accept devices with damage (such as chips, cracks, visible signs of wear and tear) or repaired or refurbished devices.
**Accessories including earphones/headphones, chargers, adaptors, and general household appliances or accessories purchased at the same time as your eligible plan cannot be returned.
Network coverage map
Are you covered?
Coverage Options
Note: Unless otherwise indicated, signal strength shown is indicative of the Spark network and outdoor coverage. Actual coverage will vary based on device and other environmental factors. Factors that may affect your signal include your device capabilities, your location, whether you are moving and even the weather. If you are indoors then the building construction and your location within the building may affect performance.
The Spark network also powers Skinny. Learn more about Skinny NZ
What our mobile network means for New Zealanders
- 5G is faster and carries more data than previous generations (4G, 3G, 2G and so on). 5G has the potential to reach download speeds of up to 100 times faster than 4G. It has the potential to bring super-fast downloads, minimal latency, massive connectivity and outstanding reliability.
- 4.5G: Up to 3–5 times faster than 4G with some compatible high-end devices
- 4G: Super fast speeds for data browsing. To maximise coverage, we recommend a phone that supports 4G 700MHz. 4G HD Calling is also available in these areas for eligible customers. Check if you're eligible for 4G HD Calling
- 3G: World class 3G speeds covering 98% of New Zealanders
The map indicates where we estimate our network coverage is available. Your experience may vary from the coverage shown depending on mobile capability, how it's used, and the local environment.
Check your phone compatibility
Check whether your phone will run on the Spark NZ network.
If you got your phone from us, it'll work fine. If not, we can run a quick check for you now. Enter your phone's IMEI number below.
Cool. Your phone likes our network.
What's next
As your mobile's good to go, you just need to get a new SIM card. And one of our Pay Monthly plans or prepaid packs. Don't worry about your number: you can bring that too. We'll take care of it when you check out.
All good. Your mobile will run on our mobile networks.
What's next
Your mobile's good to go on the Spark network, you just need a new SIM card, and one of our Pay Monthly plans or Prepaid packs. Don't worry about your number: you can bring that too. We'll take care of it when you check out.
Not good news, sorry. Your phone won't run on our network.
But don't fret! We've got a great selection of phones for all tastes and budgets.
Please enter a valid IMEI number. The IMEI number should be 14 digits long. You can find it by dialing *#06# on most phones. If that doesn't work, open up your phone, pop out the battery and look on the label beneath it, in the battery compartment, or look on the label on the box your phone came in. You can also look in your phone settings.
Check if your device will work with Spark
Spark’s mobile network uses multiple technologies including 3G, 4G and 5G across a range of frequency bands. To use Spark’s mobile network, your device will need to be unlocked and be compatible with our frequency bands.
Check that your phone is unlocked
Some devices are locked to a specific carrier. If this is the case, it will need to be unlocked before it can be used with a Spark SIM. To determine if your device is locked, check with your current provider or the place you bought it.
Frequency bands
To use a device on Spark’s mobile network, your device needs to be compatible with Spark’s frequency bands. You may need to check your device’s specifications to confirm which frequency bands your device supports.
Spark’s mobile network uses the following frequency bands:
| 3G | Band 5 |
| 4G | Band 1 |
| 4G | Band 3 |
| 4G | Band 7 |
| 4G | Band 28 |
| 4G | Band 40 |
| 5G | n78 |
| 5G | n40 |
For the best coverage, your device should support at least 4G Band 3 and Band 28.
For the best performance, your device should support all of Spark’s frequency bands.
Calling
To make calls using Spark’s 3G network, devices should support 3G Band 5.
To make calls using Spark’s 4G network, devices should support the 4G bands mentioned above and be compatible with VoLTE (Voice over LTE). Learn more about VoLTE
Note: devices require specific software support to use Spark’s VoLTE network.
Your device might also support WiFi calling. More information about WiFi Calling
Messaging and data
For messaging and data, devices should support Spark’s frequency bands.
To enable MMS and Data services, you might need to enter Spark’s APN settings. View APN settings
Note: devices require specific software support to use Spark’s 5G network. Get more info about 5G
Important things to know about our network reliability and coverage
How is reliability calculated and why is it important?
Opensignal’s Reliability Experience measures the ability of Opensignal users to connect to and successfully complete basic tasks on a mobile network such as streaming video, browsing the internet, and using applications. It also analyses user experience and connectivity issues.
A reliable mobile network ensures that customers using that network have consistent, uninterrupted communication (calling and texts), as well as internet access, to keep them connected in as many places as possible. Spark invests significantly in our mobile network each year to expand coverage and capacity across Aotearoa while further strengthening resilience, to ensure that customers on our network can remain connected whenever they need, no matter where they are.
Spark has emerged as a clear leader in New Zealand for providing its customers with a reliable mobile experience, with an impressive 853 points on a 100–1000-point scale. This places Spark 21 points ahead of its nearest rivals, One NZ and 2degrees.
Can you tell me about Spark’s coverage experience score?
Coverage of a mobile network is important because it ensures you stay connected no matter where you are – whether you’re in a city, a rural area, or travelling around the country. Spark has an extensive mobile network, with its 4G network reaching almost 98% of New Zealanders, and its 5G roll-out continuing at pace. To support this large coverage footprint, Spark has active connectivity on 2,176 mobile sites connected by 9,400kms of Fibre backhaul across New Zealand.
Spark continues to lead in New Zealand for Coverage Experience outright with a score of nine points on a 10-point scale — beating One NZ by one point. This means Spark has the widest and largest footprint of coverage nationally out of all mobile operators in New Zealand.
Who is Opensignal?
Opensignal is the leading global provider of independent insights into consumers' connectivity experiences and choice of carrier. It's committed to delivering accurate and actionable insights into network performance, helping consumers and operators alike to understand and improve the digital experience. Their data-driven approach ensures that network performance metrics are truly reflective of everyday usage, supporting meaningful improvements in mobile connectivity.
One NZ say that they have the most reliable network as determined by Umlaut research. What’s the difference between Umlaut and Opensignal’s research?
We can’t comment on our competitor’s claims, but Spark’s claim is based on Opensignal’s September 2024 mobile experience research.
What do you have to say about 2degrees winning the 5G awards and One NZ the download speed experience award?
Spark’s 5G experience score is less than four points lower than 2degrees, which is a small margin, but we are always focused on improving performance and the experience for our customers. To date we have been focused on bringing this technology to as many places around New Zealand as possible, with more than 100 locations now live. We are now enhancing performance across these locations, and we just announced a new partnership with Nokia that will enable us to do this.
30-Day Mobile Network Guarantee frequently asked questions
What is the Mobile Network Guarantee?
We want to make sure you're happy with your mobile service when you add a new personal Pay Monthly plan to your account. If you experience issues with coverage at a location that's important to you, you may be eligible to end your services with us, without incurring termination fees and you'll get a refund of the costs that you have paid for your Pay Monthly plan within that period.
How long do I have to make a claim under the Network Guarantee?
You have 30 days from the activation date of your new Pay Monthly mobile service to submit a claim under the Network Guarantee.
What types of issues are covered by the Network Guarantee?
The Network Guarantee covers mobile service reliability issues, including significant connectivity problems and dropped calls in locations which impact on your ability to use our network. We can discuss the problems you are experiencing with you when you contact us.
The Guarantee does not cover network issues that are not within our control, such as issues caused by emergency maintenance or natural disasters.
The Network Guarantee does not cover device issues that are not related to the network or coverage. If you have device issues, please see our device repair policy.
What mobile plans are eligible for the Network Guarantee?
The Network Guarantee applies to all new Spark personal Pay Monthly Mobile plans activated within the last 30 days. The Network Guarantee does not apply to Prepaid or Broadband plans. Broadband-only customers experiencing network issues can find further information about modem speed issues on our broadband connection page. View modem speed information
The Network Guarantee does not apply to Spark Business plans or to Government or Enterprise customers.
I'm a Spark Business customer and am having mobile network issues, can I claim?
If you're a Business customer, you'll need to chat with a member of our team. Get in touch with a Spark Business Hub
How do I submit a claim and get a refund?
To submit a claim, please contact us. Please provide details about the issue you encountered and your account information. Message us
What information do I need to provide when making a claim?
You'll need to go through our usual customer verification processes and provide your account number, details of the issue, the location where you were affected and any relevant information such as screenshots or error messages would be helpful.
Can I retain the device I bought on interest free payments, even if the network doesn't work for me?
Yes, you have the option to keep the phone if you would like to exit your mobile plan under the Network Guarantee.
The outstanding cost of the phone will be added to your final bill for payment. Please note that you will lose any applicable device discounts or credits which applied over the term of your interest free payments arrangement except for any applying in the first 30 days of your purchase.
Can I return any gifts with purchase that I received with my device while claiming the Network Guarantee?
Gifts with purchase cannot be returned. If you return your interest free device when claiming the Network Guarantee, the advertised RRP of your gift will be added to your final balance. You will need to pay this, less any amounts we owe you.
What if I bought my device on interest free as part of a bundle with other devices or accessories?
The Network Guarantee allows you to return any accessories that you purchased that attach to and can only be used with the specific model of device that you are returning, like phone cases and screen protectors.
Other accessories and devices that are not related to the Pay Monthly plan that you are claiming under the Network Guarantee are not included, such as earphones/headphones, speakers, chargers, adaptors and general household appliances.
If you purchased any items that are not covered by the Network Guarantee on interest free payment, the outstanding cost of these will be added to your final balance. You will need to pay this, less any amounts we owe you.
Can I get a device refund if I didn't buy the device on interest free payments?
You will receive a refund on the charges for your Pay Monthly plan, paid by you within 30 days after activating your plan. Devices purchased outright cannot be returned and refunded.
Will I receive a refund if my claim is approved?
If your claim is approved, you will receive a refund to your original payment method.
What happens if my claim is denied?
If your claim is denied, you'll receive a notification explaining the reasons for this. You may also contact customer service for further clarification or to discuss any alternative options, or you have the right to provide feedback or make a complaint. View complaints policy
Can I make multiple claims within the 30-day period?
One claim by a Spark account holder can include multiple eligible Pay Monthly plans and devices connected to those plans, purchased on interest free payment plans if they have been purchased during that 30 day period.
Can I get my old phone back if I had traded it in?
Once a phone is traded in, it can't be returned. However, if you use the Network Guarantee and return an eligible device you have purchased on an interest free payment term, any trade-in credit remaining on your final account balance will be refunded to you, less any amounts you owe us. View Trade-in page
Can I receive a refund if I didn't retain the box my phone or its accessories came in?
Under the Network Guarantee, devices and accessories must be in like-new condition and returned along with all original device packaging
and components that came in the original box with no damage (such as chips, cracks, visible signs of wear and tear). If the original box and included accessories have not been retained, the return may not be eligible for a
refund.
We cannot accept devices repaired or refurbished devices. If we cannot accept your device, we will still refund the charges you have incurred on your eligible Pay Monthly plan during the 30-day Guarantee Period.
How long will it take to receive my refund?
Refunds typically take up to 7-10 working days to process, after we have checked your devices and accessories and confirmed that they meet the conditions of this Network Guarantee.
Can I return my device to any of your retail stores?
Yes, you may return your device to any of our retail stores, provided you meet the return eligibility criteria. Please ensure that all packaging and accessories are included for a smooth return process. Find a Spark store
Can I receive a cash refund?
Refunds cannot be issued in cash. It will be processed to your original card of payment, or a nominated bank account.
Can I transfer my number to another provider during the claim process?
Yes, you may transfer your number to another provider.
Can I get a refund on my Spark Device Insurance?
If you have purchased Spark Device Insurance on your eligible device, you will receive the first month free as part of the pricing for that product. However, if you have paid Spark Device Insurance charges during the 30 day Guarantee Period on your eligible device, these charges will be refunded along with your refund for your eligible plan.