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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 pack information

There are two types of roaming packs. The Roaming Pack or the Roaming Data Pack. Learn more about which pack is right for you. View packs

Who to call if you have a roaming problem

  • From within New Zealand, call 0800 Good2Go (0800 466 324).
  • From Australia, UK, China, Thailand, Canada or Hong Kong, call +800 4663 2460. This is a free call from a landline when you're in one of the listed countries.
  • From anywhere else 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.
  • You can also email roaming@spark.co.nz

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.

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 plans

Keep your roaming costs down

  • First, check out our roaming packs that are available in 33 countries. 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).
  • 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.

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.
  • 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 Wi-Fi networks.
  • Turn off bluetooth and Wi-Fi 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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