Q. Can I bring my current phone number to Northland Connect?

A. Yes, you can. 

Q. How to port your number

A. During Sign Up let your Northland Connect representative know you want to port your number.  If you forget to let them know, Gives us a call on 0800 126 266.

Q. What does it cost?

A. There is a one-off number porting charge of $28.75 gst inclusive per number.

Q. How long does it take to port my number?

A. At least 5 working days from completion of sign up. 

Q. Do I get a voicemail box with every Northland Connect phone line?

A. Yes – every Northland Connect phone line has its own voicemail box. 

Q. Does every Northland Conenct line have its own set of features?

A. Yes – each Northland Connect phone and fax line has its own set of features. To see our VoIP service features Click Here

Q. How many phone numbers can I have with Northland Connects VoIP service?

A. You can have a total of 10 numbers on a Northland Connect account. 

Q. Can I make calls to 0900 numbers?

A. No, calls to 0900 numbers are not currently available

Q. Can I make 111 calls on Northland Connects VoIP service?

A. Northland Connect does not support emergency calling. However if you do make a 111 call it will connect if possible. The operator will not know your physical location.

Q. How many simultaneous calls can I make through Northland Connects VoIP service?

A. This depends on which plan you are signed up on. The personal plans are designed for personal use and allows 1 call per account.

Q. Can I run my home alarm or sky digital across Northland Connect?

*A. Northland Connect do not currently provide support for home alarms (some systems are compatible) or services such as sky digital and St John Alarms

Q. Will my Northland Connects VoIP service work if there is a power cut?

A. Your Northland Connect service requires power to work – your connecting equipment eg ATA or VoIP phone set require it.  Purchasing a UPS (uninterupted power supply) can help with unreliable power sources.

Q. Can I use my existing phone with Northland Connects VoIP service?

A. Yes, You can use your existing analogue phone, an ATA is installed to connect it to your broadband service. Don't hesitate to talk to one of our representatives about your options during sign up. 

Q. What are the destinations included in the calling plans?

A. Charges on calls depends on the calling plan you choose.  Northland Connect offers plans that cover National Landline and Mobile numbers and up to 50 International destinations. 

Q. How are calls charged?

A. Calls are charged per minute or part thereof and by destination. Charging may differ for calls to mobiles and landlines. Rates are subject to change without notice. Please note that all outbound calls will be charged at the applicable NZ landline or mobile rate.

Q. How much do I get charged if I call a number outside of my calling Plan?

A. You will be charged,

NZ Landline Call : 5c per minute plus GST

NZ Mobile Call :  25c per minute plus GST

If you call an International Number, International Calling Rates Apply.

Q. How do I cancel/remove a line or account?

A. If you wish to make changes to your services please give us a call on 0800 126 266 or email This email address is being protected from spambots. You need JavaScript enabled to view it.  

Q. What do I need to use Northland Connects VoIP service?

A.You will need access to Northland Connect internet services and you will also need to purchase either the VoIP cordless phone or an ATA to use on your existing analogue phone from us.  The purchase cost includes installation.

Q. How does the Northland Connect fax service work?

A. The Northland Connect fax service uses the T.38 standard to send and receive real time fax over IP, enabling fax machines from different vendors to interoperate. In the T.38 architecture, fax signals are demodulated at the voice/ fax gateway and sent over the IP network as IP fax packets using either TCP or UDP, depending on the service environment. TCP provides 100% error-free transmission, but the downside is reduced real-time performance. Routers discard TCP packets first when congestion occurs. UDP has good real-time performance, since routers do not discard datagrams as readily as TCP packets. However, the downside of UDP is a reduced quality of service. It is possible for datagrams to get lost, arrive out of order, or to be duplicates. At the other end of the IP network, the remote gateway decodes IP fax packets and regenerates fax signals. Modulation methods that can be used with the T.38 format are V.21 Channel 2, V.27ter 2400, V.27ter 4800, V.29 7200, V.29 9600, V.17 7200, V.17 9600, V.17 12000, and V.17 14400.

Q. What is T.38?

A. The ITU recommendation, entitled “T.38: Procedures for Real-Time Group 3 Facsimile Communication Over IP Networks,” defines the procedures to be applied to allow Group 3 facsimile transmission between terminals, where a portion of the transmission path between terminals includes-besides the PSTN or ISDN-an IP network such as the Internet.

Q. What is the maximum speed for T.38 fax?

A. Currently, the maximum speed in which a Fax can be sent over T.38 is at 14.4kbps

Q. What about your Faxmail service?

A. Northland Connect Faxmail also uses T.38. Faxes are delivered real time to your specified email inbox. When you send a fax it is delivered real time to the recipient. You receive email confirmation on whether your fax has been sent successfully or not.

Q. Is there a cancellation fee if I close my Northland Connect account?

A.  There is no cancellation fee for closing your accounts unless you have a BDE 24 month contract that is not yet finished.  No refunds are given for unused services

Q. Is there an activation fee to sign up for Northland Connect?

A. There are hardware and installation costs which will be explained to you by one of our representatives during the sign up process.