One NZ runs both a mobile network and a broadband business, so “One NZ is down” can mean three different things: your fibre, your wireless broadband, or the mobile network the phone in your pocket depends on. Working out which one is the first step, and One NZ’s network status page is built for exactly that.
Check the network status first
- One NZ network status. The status page at one.nz lists current mobile and broadband issues by region, with planned maintenance separated from faults. Search your area before touching anything at home.
- The Chorus outage map if you are on fibre. One NZ’s fibre runs on Chorus in most of the country and on Enable, Tuatahi First Fibre or Northpower in their regions; the Chorus map shows faults, affected area and an ETA by address.
- Mobile data. Turn Wi-Fi off. If the phone has no data either, the mobile network or a cell site is the problem, and wireless broadband customers will be down as well.
A note on 3G
One NZ switched off its 3G network between January and March 2026, completing on 23 March 2026. Older phones, some vehicle trackers, medical alarms and security panels that only spoke 3G stopped working then, and a device that “lost signal” around that time was not caught in an outage — it needs replacing with 4G or 5G hardware. Spark and 2degrees have also completed their shutdowns, so there is no network left to fall back to.
Fixing it at home
If the status page shows nothing for your area, the fault is local. One NZ supplies TP-Link Deco units — the Deco BE28 on fibre, the X53 on VDSL, the BE48 on 5G and the X58 on 4G — and they are managed through the Deco app rather than a browser page, which changes the troubleshooting slightly.
1. Check the Deco app, then the light
Light colours differ slightly between Deco models, so the Deco app is the reliable check: it shows whether the main unit is online and names the problem in plain words if it is not. As a rule of thumb, a red light means the unit has a problem — most often no internet connection — and a pulsing blue light means it is waiting to be set up.
2. Check the fibre box
On fibre, the Chorus ONT sits before the Deco. POWER and PON should be solid green and LOS should be off. A red LOS light is a network fault for One NZ to log with the fibre company, and no amount of restarting will clear it. Our ONT guide explains each model’s lights.
3. Power-cycle in order
Modem off, ONT off, wait 30 seconds, ONT on, wait for PON to settle, then the Deco. On the 4G and 5G Decos, also check that the SIM is seated and that the unit is near a window if signal has always been marginal.
4. Wired test
Plug a laptop into the main Deco. If that works, the internet is fine and the problem is Wi-Fi coverage or a satellite Deco that has lost its link — our guide to connections that keep dropping covers placement and interference.
5. Account status
The One NZ app shows whether the account is in good standing and whether a plan change or a move is still in progress. A connection suspended for billing looks identical to a fault.
Reporting and compensation
Log the fault through the One NZ app or online chat so there is a ticket; on fibre, that ticket is what the fibre company works from. Ask for a credit for the days lost once service is restored. If a fault drags on and One NZ has not resolved your complaint after six weeks, the Telecommunications Dispute Resolution service is free for households and can award up to $15,000. Our guide to New Zealand providers explains how the retailer, the fibre company and the mobile network divide responsibility.
While you wait
- Hotspot from a phone on a different network if someone in the house has one — during a One NZ mobile fault, a One NZ phone will not help.
- Check anything that relied on the connection: medical alarms, security systems, EFTPOS.
- Note the outage ETA on the status page and stop restarting the modem; it does nothing during a network fault.
Our national outage guide lists every provider’s status page, and the internet-not-working guide goes through the general troubleshooting order for any modem.
Disclaimer
General information only. One NZ’s modem models, status page and support processes are as at September 2026 and may change; Deco light behaviour varies slightly by model and firmware.
Reference sources
Frequently asked questions
Is One NZ down right now?
Check the One NZ network status page for your region, and the Chorus outage map if you are on fibre. If neither lists a fault, start with the Deco’s light and the fibre box.
Why does my One NZ Deco show a red light?
Red usually means the Deco has a problem reaching the internet; the Deco app names the exact issue. On fibre, check the ONT’s PON and LOS lights; on 4G or 5G, check the SIM and signal. Power-cycle before logging a fault.
Did One NZ turn off 3G?
Yes, between January and March 2026, finishing on 23 March 2026. Devices that only supported 3G need replacing.
How do I report an outage to One NZ?
Through the One NZ app or online chat, which creates the fault ticket. For fibre faults that ticket is passed to Chorus or the local fibre company.
Does One NZ compensate for outages?
Credits are usually given on request once the fault is resolved. Keep a note of the dates and times.
Is One NZ wireless broadband affected by mobile outages?
Yes. Wireless broadband uses the same cell sites as phones, so a mobile network fault in your area takes the home connection down with it.
Links mentioned in this article
- Wiki (from the previous version of this article)
