FAQs
Mobile
Can I bring my current number over?
Yes you can! You can select the option to "port" your number to the Tui Mobile network.
Where does Tui's reception reach?
We have a partnership with a large mobile network which provides coverage to 98.5% of the population, meaning we should be able to cover you in all the likely places you might visit. There are a few gaps in some of the remote spots - just like the other big players.
My phone has been stolen or gone missing, what should I do?
Contact our support team as soon as possible as we can block your SIM, thereby limiting any unauthorized activity. Doing this straight away might help limit any additional charges on your account. Unfortunately, we cannot locate your phone, we suggest ensuring you already have a tracking app installed to help find you phone - Android and Apple both have options in their app stores.
Do I need a Tui Mobile SIM?
Yes, you will need to get a SIM from us. With every new mobile plan we will give you a free SIM! Just install it into your phone and you should be ready to go.
Which Mobile Network Operator do you use?
We rely on the 2degrees Nationwide Mobile Network. Find out more about the 2degrees mobile network.
Do you offer 5G?
Yes! We offer 5G in regions that have 5G towers, however be aware that some mobile devices do not allow 5G so make sure your phone or modem can support it!
How does Ulimited slow data (1MBPS) work?
When you run out of Fast Data your speed becomes limited to a "1mbps" speed (1 megabyte per second). You have unlimited data, it is just limited by speed. This will mean your mobile data will be a bit slower, which is not ideal for streaming or any apps requiring faster speeds.
We have done some testing to give you an idea of how well 1mbps works, here is a list of things we tested and the results:
- Web Browsing: Google searches fast, and most sights load in resonable time, though some sites can take a little bit longer to load. We don't believe most users will have an issue.
- Audio calling via messenger: Works perfectly with clear vocals.
- Video calling via messenger: Audio works perfectly, however, the camera can be a little pixelated but you can still easily see the person. This pixelation can be on video from the image from your phone to the other person, as well as there image to you.
- Instagram Stories: Decent speed
- Instagram Scrolling: Loads well, occasional buffer when loading new content
- Instagram Reels: Loads well, may take a second to start, may buffer occasionally
- Youtube: Lower quality loads alright, sometimes buffers and takes a few seconds to load after that. Not suitable for higher definition videos.
- Loads emails and messaging apps with no issues.
We think the 1mbps will work well in most instances that do not require faster speeds. For many people this will be enough and helps keep you connected whenever you run out of fast data.
RESULTS MAY VARY. SOME TESTS WERE CARRIED VIA HOTSPOTTING AND SOME DIRECTLY ON THE DEVICE
Fibre
Can I get Tui Fibre at my place?
Our broadband is available throughout New Zealand at any property or business that already has access to a fibre connection. You can find out if you have access to by checking out this amazing site! https://broadbandmap.nz/home
Can I bring my own device (BYOD) to your network?
Yes! Most routers will be compatible with fibre allowing quick and easy connections! Do be aware that fibre speeds can be restricted by the speed of your router and networking cables. It is best to ensure that your router can make the most of your fibre connection.
How much data do I get evey month?
You get unlimited data always! Everyplan fibre has unlimited data, the plans only adjust the speed of your data connection.
How can I leave my current provider?
In many cases you can cancel on their website, In rare cases you may need to get in contact with them.
My old provider is still charging me, why?
Some providers charge at the end of a period instead of the start, we suggest you contact them to sort this out and make sure you have cancelled on their end.
Billing
How do you handle your billing?
We use a mixture of our own systems and professional services, all transactions are handled by secure professional services.
My payment has failed. What should I do?
On the case a payment has failed you can contact our support team to reach a solution and find out how to proceed.
What happens if I miss a payment?
We will get in contact with you and try and resolve this, if you are unable to pay you may loose your mobile connectivity or broadband.
Help! I have been over-charged!
Dont panic! Get in contact with us as soon as you notice a problem in your billing and we can resolve this as soon as we can, we know this can be scary!
Do you have a finance option?
Everyone's situation is different, we may be able to provide a payment method which is better suited to your financial situation. We would love to discuss this with you, just flick us an email at contact@tuimobile.co.nz.