We're running some upgrades this weekend.

We're upgrading some systems right now so we can keep improving our service to customers. You won't be able to check or change your account details, top up or buy value packs, roaming packs or Extras until Monday 4am

FAQs (see below)

content image

We're running some upgrades this weekend.

We're upgrading some systems right now so we can keep improving our service to customers. You won't be able to check or change your account details, top up or buy value packs, roaming packs or Extras until Monday 4am

FAQs (see below)

content image

We're running some upgrades this weekend.

We're upgrading some systems right now so we can keep improving our service to customers. You won't be able to check or change your account details, top up or buy value packs, roaming packs or Extras until Monday 4am

FAQs (see below)

What's happening?

We're upgrading some systems this weekend so we can keep improving our service to customers - from Saturday 10pm 19th May to Monday 4am you won't be able to check or change your account details or top up Prepaid Mobiles, buy a Value Pack or Extras until Monday 4am. Its best to top up now and buy a Value Pack so you're covered.

Can I still use my mobile?

You can still use your mobile to text, call and use mobile data. You just won’t be able to top up to buy a Value Pack, check your usage, add Extras or make changes to your plan during the upgrade.

What about my landline and broadband?

You can still use your landline and broadband as normal, you just won’t be able to check your broadband usage or make any changes to your plans.

When will this happen?

It’s a planned upgrade that starts at 10pm Saturday 19th May and it should all be sorted by Monday at 4am.

Why is this happening?

This planned outage is part of a series of process improvements and upgrades that we’ve been undertaking in order to improve our service to customers. We know it’s a pain to switch things off, even for a short time, so we’ve worked hard to keep disruptions to an absolute minimum. Thanks for your patience.

Which services are out of action?

While we’re upgrading, you won’t be able to:

  • Receive usage alerts for your mobile and broadband services
  • Top up a Prepaid mobile
  • Check your Prepaid balances and usage
  • Add Extras or change your mobile or broadband services
  • Use MySpark or the Spark App
  • Check usage meters in MySpark
  • Sign up to Spark Free WiFi
  • Use the online store at spark.co.nz
  • Activate Netfilix, Spotify, Lightbox (on us) for the first time

Can I check my Prepaid details somewhere else?

No, sorry. The upgrades we’re making mean no one will be able to access your info. So neither our call centre team nor the team in our stores can check your details until Monday morning.

Can I still use Spark Free WiFi?

If you’ve already signed up and registered your device, Free WiFi will work just fine. But no new registrations can be made during the upgrade. So if you’re new to Spark Free WiFi, just try again on Monday morning.

Can I still use Lightbox, Netflix & Spotify?

If you’ve already signed up and registered for Lightbox, Netflix and Spotify on us, it will work just fine. But no new registrations can be made during the upgrade. So if you’re new to any of these services, just try again on Monday morning.

I use a Prepaid phone, what if I need to top up to buy a Value Pack?

You won’t be able to top up to buy a Value Pack during the outage, but you can still use your mobile and just top up to cover those calls once the system is back up and running.

I use a Prepaid phone, can I make emergency calls?

Yes, absolutely. Emergency calls will go through. If you’re roaming overseas, local emergency calls will also work.

Why didn’t you tell me earlier?

We planned this upgrade at a time that impacts as few customers as possible. We put some messages up online and in the App, including our social pages and sent text messages to everyone who were due to top up over this time. Apologies if you didn’t see any of these messages.

What happens with my monthly plan that’s due to roll over during this time?

Don’t worry, all Postpaid mobile plans and broadband data allowances will roll over as normal. If you have a prepaid Value Pack or Extra with Spark we’ll roll it over when our systems come back online on Monday morning and you’ll be able to see that in the App again. We’ll also process your Auto Pay and Auto Top Up at that time if it was due to fall during the time our systems are being upgraded.

What about my Prepaid Extra?

If you have enough balance on your mobile, your Prepaid Extra will roll over as usual. If you didn’t get a chance to top up before the upgrade, you’ll have an extra day to top up and keep your Extra in place once the system is up and running. Any calls or texts made between the time your Extra expires and your top up will be charged at casual rates.

What happens to my Auto Top Up?

If you have an Auto Top Up in place this will go through on Monday. If your balance is low heading in to the weekend, you may like to top up to buy a Value Pack to make sure you’re covered for the weekend.

Can I call in to Spark to get help?

Our call centres will remain open but while the system is being upgraded we are unable to add/remove products from your account. This means that our call centre team nor the teams in our stores will be able to help. 

What if I am roaming?

If you are roaming on Spark mobile you will still be able to use voice, text and data. You just won’t be able to top up and buy a Roaming Pack if you’re on prepaid with us. All roaming customers will be unable to buy Extras during this time. 

What happens if I buy a voucher?

You will not be able to redeem your prepaid voucher until after the upgrade. You will still be able to make calls, text and use data, these charges will be deducted from your mobile after the outage period.

What's happening?

We're upgrading some systems this weekend so we can keep improving our service to customers - from Saturday 10pm 19th May to Monday 4am you won't be able to check or change your account details or top up Prepaid Mobiles, buy a Value Pack or Extras until Monday 4am. Its best to top up now and buy a Value Pack so you're covered.

Can I still use my mobile?

You can still use your mobile to text, call and use mobile data. You just won’t be able to top up to buy a Value Pack, check your usage, add Extras or make changes to your plan during the upgrade.

What about my landline and broadband?

You can still use your landline and broadband as normal, you just won’t be able to check your broadband usage or make any changes to your plans.

When will this happen?

It’s a planned upgrade that starts at 10pm Saturday 19th May and it should all be sorted by Monday at 4am.

Why is this happening?

This planned outage is part of a series of process improvements and upgrades that we’ve been undertaking in order to improve our service to customers. We know it’s a pain to switch things off, even for a short time, so we’ve worked hard to keep disruptions to an absolute minimum. Thanks for your patience.

Which services are out of action?

While we’re upgrading, you won’t be able to:

  • Receive usage alerts for your mobile and broadband services
  • Top up a Prepaid mobile
  • Check your Prepaid balances and usage
  • Add Extras or change your mobile or broadband services
  • Use MySpark or the Spark App
  • Check usage meters in MySpark
  • Sign up to Spark Free WiFi
  • Use the online store at spark.co.nz
  • Activate Netfilix, Spotify, Lightbox (on us) for the first time

Can I check my Prepaid details somewhere else?

No, sorry. The upgrades we’re making mean no one will be able to access your info. So neither our call centre team nor the team in our stores can check your details until Monday morning.

Can I still use Spark Free WiFi?

If you’ve already signed up and registered your device, Free WiFi will work just fine. But no new registrations can be made during the upgrade. So if you’re new to Spark Free WiFi, just try again on Monday morning.

Can I still use Lightbox, Netflix & Spotify?

If you’ve already signed up and registered for Lightbox, Netflix and Spotify on us, it will work just fine. But no new registrations can be made during the upgrade. So if you’re new to any of these services, just try again on Monday morning.

I use a Prepaid phone, what if I need to top up to buy a Value Pack?

You won’t be able to top up to buy a Value Pack during the outage, but you can still use your mobile and just top up to cover those calls once the system is back up and running.

I use a Prepaid phone, can I make emergency calls?

Yes, absolutely. Emergency calls will go through. If you’re roaming overseas, local emergency calls will also work.

Why didn’t you tell me earlier?

We planned this upgrade at a time that impacts as few customers as possible. We put some messages up online and in the App, including our social pages and sent text messages to everyone who were due to top up over this time. Apologies if you didn’t see any of these messages.

What happens with my monthly plan that’s due to roll over during this time?

Don’t worry, all Postpaid mobile plans and broadband data allowances will roll over as normal. If you have a prepaid Value Pack or Extra with Spark we’ll roll it over when our systems come back online on Monday morning and you’ll be able to see that in the App again. We’ll also process your Auto Pay and Auto Top Up at that time if it was due to fall during the time our systems are being upgraded.

What about my Prepaid Extra?

If you have enough balance on your mobile, your Prepaid Extra will roll over as usual. If you didn’t get a chance to top up before the upgrade, you’ll have an extra day to top up and keep your Extra in place once the system is up and running. Any calls or texts made between the time your Extra expires and your top up will be charged at casual rates.

What happens to my Auto Top Up?

If you have an Auto Top Up in place this will go through on Monday. If your balance is low heading in to the weekend, you may like to top up to buy a Value Pack to make sure you’re covered for the weekend.

Can I call in to Spark to get help?

Our call centres will remain open but while the system is being upgraded we are unable to add/remove products from your account. This means that our call centre team nor the teams in our stores will be able to help. 

What if I am roaming?

If you are roaming on Spark mobile you will still be able to use voice, text and data. You just won’t be able to top up and buy a Roaming Pack if you’re on prepaid with us. All roaming customers will be unable to buy Extras during this time. 

What happens if I buy a voucher?

You will not be able to redeem your prepaid voucher until after the upgrade. You will still be able to make calls, text and use data, these charges will be deducted from your mobile after the outage period.

What's happening?

We're upgrading some systems this weekend so we can keep improving our service to customers - from Saturday 10pm 19th May to Monday 4am you won't be able to check or change your account details or top up Prepaid Mobiles, buy a Value Pack or Extras until Monday 4am. Its best to top up now and buy a Value Pack so you're covered.

Can I still use my mobile?

You can still use your mobile to text, call and use mobile data. You just won’t be able to top up to buy a Value Pack, check your usage, add Extras or make changes to your plan during the upgrade.

What about my landline and broadband?

You can still use your landline and broadband as normal, you just won’t be able to check your broadband usage or make any changes to your plans.

When will this happen?

It’s a planned upgrade that starts at 10pm Saturday 19th May and it should all be sorted by Monday at 4am.

Why is this happening?

This planned outage is part of a series of process improvements and upgrades that we’ve been undertaking in order to improve our service to customers. We know it’s a pain to switch things off, even for a short time, so we’ve worked hard to keep disruptions to an absolute minimum. Thanks for your patience.

Which services are out of action?

While we’re upgrading, you won’t be able to:

  • Receive usage alerts for your mobile and broadband services
  • Top up a Prepaid mobile
  • Check your Prepaid balances and usage
  • Add Extras or change your mobile or broadband services
  • Use MySpark or the Spark App
  • Check usage meters in MySpark
  • Sign up to Spark Free WiFi
  • Use the online store at spark.co.nz
  • Activate Netfilix, Spotify, Lightbox (on us) for the first time

Can I check my Prepaid details somewhere else?

No, sorry. The upgrades we’re making mean no one will be able to access your info. So neither our call centre team nor the team in our stores can check your details until Monday morning.

Can I still use Spark Free WiFi?

If you’ve already signed up and registered your device, Free WiFi will work just fine. But no new registrations can be made during the upgrade. So if you’re new to Spark Free WiFi, just try again on Monday morning.

Can I still use Lightbox, Netflix & Spotify?

If you’ve already signed up and registered for Lightbox, Netflix and Spotify on us, it will work just fine. But no new registrations can be made during the upgrade. So if you’re new to any of these services, just try again on Monday morning.

I use a Prepaid phone, what if I need to top up to buy a Value Pack?

You won’t be able to top up to buy a Value Pack during the outage, but you can still use your mobile and just top up to cover those calls once the system is back up and running.

I use a Prepaid phone, can I make emergency calls?

Yes, absolutely. Emergency calls will go through. If you’re roaming overseas, local emergency calls will also work.

Why didn’t you tell me earlier?

We planned this upgrade at a time that impacts as few customers as possible. We put some messages up online and in the App, including our social pages and sent text messages to everyone who were due to top up over this time. Apologies if you didn’t see any of these messages.

What happens with my monthly plan that’s due to roll over during this time?

Don’t worry, all Postpaid mobile plans and broadband data allowances will roll over as normal. If you have a prepaid Value Pack or Extra with Spark we’ll roll it over when our systems come back online on Monday morning and you’ll be able to see that in the App again. We’ll also process your Auto Pay and Auto Top Up at that time if it was due to fall during the time our systems are being upgraded.

What about my Prepaid Extra?

If you have enough balance on your mobile, your Prepaid Extra will roll over as usual. If you didn’t get a chance to top up before the upgrade, you’ll have an extra day to top up and keep your Extra in place once the system is up and running. Any calls or texts made between the time your Extra expires and your top up will be charged at casual rates.

What happens to my Auto Top Up?

If you have an Auto Top Up in place this will go through on Monday. If your balance is low heading in to the weekend, you may like to top up to buy a Value Pack to make sure you’re covered for the weekend.

Can I call in to Spark to get help?

Our call centres will remain open but while the system is being upgraded we are unable to add/remove products from your account. This means that our call centre team nor the teams in our stores will be able to help. 

What if I am roaming?

If you are roaming on Spark mobile you will still be able to use voice, text and data. You just won’t be able to top up and buy a Roaming Pack if you’re on prepaid with us. All roaming customers will be unable to buy Extras during this time. 

What happens if I buy a voucher?

You will not be able to redeem your prepaid voucher until after the upgrade. You will still be able to make calls, text and use data, these charges will be deducted from your mobile after the outage period.