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*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: 

  1. 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.
  2. 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.**
  3. 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?

Our 3G network will shut down on 31 March 2026. Please check if you can stay connected.

Coverage Options

Good: You can generally expect a reliable connection for making calls, sending texts, and using data.*

Fair: Your network experience is expected to be between 'Good' and 'Limited'. Your actual experience may vary within this range.*

Limited: Calls, texts and basic data can work but you are more likely to have trouble staying connected and experience slower speeds.*
 

*Other factors can affect your ability to connect to the network.

The coverage levels shown are indicative of outdoor coverage. Your ability to connect to the network may vary depending on your exact location, the phone (or device) being used, whether you are moving, network factors (such as the number of users simultaneously using a mobile tower), and your environment (e.g. vegetation, buildings and even the weather).

General mobile coverage map information

  • The mobile coverage map indicates the areas where you are expected to have the ability to connect to a mobile network when outdoors. It is based on technical data to predict where it should be possible to connect to the network and where indicated, to estimate how good that connection could be.
  • The map provides general guidance on where the [name] network and outdoor coverage are available. It does not guarantee that you will be able to connect or that you will experience the predicted quality of connection.
  • The coverage map does not apply if you are indoors. If you are indoors, the building construction and your location within the building may also affect your experience. For example, you are more likely to have difficulty connecting to the network or a poor experience if you are inside a building with thick walls and few windows, or in a basement.
  • The mobile coverage map does not apply to phones (or devices) that are not properly configured or that are incompatible with New Zealand mobile networks. For the best experience, your phone (or device) must be fully compatible with our network. It is especially important to check if your phone (or device) was purchased second hand or refurbished, purchased overseas, through an international website, or was not purchased from a New Zealand network provider.
  • To connect to our 4G and 5G networks, you need to have a phone (or device) compatible with our 4G/5G network, be in an area with 4G/5G coverage, and have an appropriate mobile plan. 

What our mobile network means for New Zealanders

Spark's 4G and 5G networks reach 99% of New Zealanders.

  • 5G is faster and can handle more data than older networks like 4G and 3G. It enables super-fast downloads, minimal latency, massive connectivity and outstanding reliability. Find out more about 5G
  • 4G offers super-fast speeds for data browsing and better-quality voice calls compared to 3G.

For the best 4G coverage and experience, your device needs to support Band 28 (700 MHz) and Band 3 (1800 MHz). For 4G voice calls, your device also needs to support VoLTE. Find out more about 4G voice calls (VoLTE)

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.

Enter your IMEI Number below:

Enter digits only, for example, 123456789012345

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.

Grab a SIM card

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.

Grab a SIM card

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.

Check out the range

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 our device compatibility list

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

4G

For the best 4G coverage and experience, you need:

  • Band 28 (700 MHz) – This is our main 4G coverage band. A device that does not support this will have limited 4G coverage.
  • Band 3 (1800 MHz)

Spark’s other 4G bands

  • Band 1 (2100 MHz)
  • Band 7 (2600 MHz)
  • Band 40 (2300 MHz)

For the best performance, your device should support all of Spark’s frequency bands.

Please note that some of the bands may be transitioned to 5G as we continue to expand our 5G network.

5G

  • n5 (850 MHz)
  • n1 (2100 MHz)
  • n40 (2300 MHz)
  • n78 (3500 MHz)

Calling

4G Calling (VoLTE)

  • 4G voice calling (VoLTE) delivers faster, crisper, high definition calls over the 4G network.
  • To make calls using Spark’s 4G network, devices must support Band 28 (700 MHz) and Band 3 (1800 MHz) and be compatible with VoLTE (Voice over LTE). Find out more about 4G voice calls (VoLTE)

3G Calling

  • Devices must support Band 5 (850 MHz) to make calls over Spark’s 3G network. However, our 3G network will shut down on 31 March 2026, so it’s important to check if your device can make 4G calls (also known as VoLTE). Check your phone

WiFi Calling (VoWiFi)

  • WiFi Calling allows you to make and receive calls, send text messages and MMS messages using a suitable WiFi connection – even if there’s no mobile coverage. You can use it anytime that your phone has a WiFi connection. It’s a great option if you have limited or no coverage and a WiFi connection is available.
  • To use WiFi Calling, your phone (or device) must support the feature, and it needs to be switched on. You’ll also need to be connected to WiFi.
  • Check if your device is compatible and how to switch on WiFi Calling. WiFi Calling

Messaging and mobile data

For messaging and mobile data, devices should support Spark’s 4G frequency bands as our 3G network will shut down on 31 March 2026.

To enable MMS and Data services, you might need to enter Spark’s APN settings. View APN settings

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Important things to know about our network reliability and coverage

 

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.

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.

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.

We can’t comment on our competitor’s claims, but Spark’s claim is based on Opensignal’s September 2024 mobile experience research.

View Opensignal's September 2024 mobile experience research

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

 

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. 

You have 30 days from the activation date of your new Pay Monthly mobile service to submit a claim under 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. 

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.

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

To submit a claim, please contact us. Please provide details about the issue you encountered and your account information. Message us

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.

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.  

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. 

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.

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. 

If your claim is approved, you will receive a refund to your original payment method.

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

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. 

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

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.

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.

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

Refunds cannot be issued in cash. It will be processed to your original card of payment, or a nominated bank account. 

Yes, you may transfer your number to another provider.

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.