Emergency calls

The general emergency number in New Zealand is 111. Calling emergency services from your mobile is free of charge, provided the call is of a genuine nature.

If you dial 111 you will be directed to an operator who will ask you whether you require access to emergency Police, Fire or Ambulance services. Once you tell the operator which service you require, they will put you through to the appropriate service.

We will disclose your name, number and address to emergency Police, Ambulance or Fire services to assist them in responding to any emergency call from your mobile number (where known to us).

You will be able to call 111 even if you have no credit on your mobile.

Non-Genuine 111 Calls

You must not make any non-genuine 111 calls from your mobile.

Non-genuine 111 calls will not be sent to the emergency Police, Ambulance or Fire services because they are not emergency related. Warehouse Mobile has mechanisms in place to prevent such calls on our network.


Please call our team on 0800 284 800 if you experience any fault with the connection of your emergency call from your mobile. All other matters relating to your emergency call should be directed to the appropriate emergency services provider.

Mobile Caller Emergency Location Service

When our customers (and overseas visitors roaming on our network) make an emergency 111 call from their mobile phone, data that could help determine the location of their phone may be sent to the Ministry of Business, Innovation and Employment's (MBIE) emergency Location Area Service system. This system is an additional location verification tool and callers will still need to try their best to provide their address or accurate location.

This service is called the Mobile Caller Emergency Location Service. The service provides a way to collect information identifying which of our cell sites a customer is using to make an emergency 111 call. All 111 calls originating on our mobile network automatically generate information identifying our relevant cell site.

Location information is sent from our network to MBIE's Location Area Service system which then provides information about your phone's likely location to Authorised Emergency Service Providers (New Zealand Police, New Zealand Fire Service, St John and Wellington Free Ambulance). Authorised Emergency Service Providers are allowed to use this location information to help them verify where you are calling from, to assist them to respond to the emergency.

Most recent Android phones have a feature called Android Emergency Location (AEL) which provides high precision location data. AEL information is automatically sent from the caller's phone to MBIE's Location Area Service system when a caller makes an emergency call using an Android phone.

Emergency Caller Location Information (ECLI) is personal information indicating the approximate geographical position of a mobile phone derived from this service. ECLI is stored on our secure systems based in New Zealand. We will only use ECLI for the purpose of helping Authorised Emergency Services Providers identify the location of callers to 111. We may retain ECLI information together with a record of its delivery to MBIE's Location Area Service system for operational purposes for up to six months.

The provision of ECLI is authorised in an Amendment to the Telecommunications Information Privacy Code 2003. You can access and correct ECLI that we hold about you, or if you have a complaint regarding ECLI, by contacting us in writing. If the ECLI held by us is inaccurate or incomplete you may ask us to correct the information.

We are pleased to be working with MBIE to provide this important and potentially lifesaving service to our customers. You can find further information on this service on MBIE's website: http://www.mbie.govt.nz/info-services/sectors-industries/technology-communications/communications/emergency-call-services/ecli


Start typing the name of the country you're looking for.


Can I call a satellite phone?
You can call or text people with satellite phones, these rates are:

Satellite Calls




$12.00 a min

$2.00 per text


$12.00 a min

$2.00 per text

Roaming rates

Start typing the name of the country you're looking for.


Calls: are per minute (part mins are rounded up to the nearest minute).

Text : are per text.

Data charges are rounded up to the nearest 8kb then rounded to the nearest full cent. Minimum 1c charge per session.

If the country you're looking for is not listed you may not currently be able to use your Warehouse Mobile there. This list can change, so check back the next time you travel.

Topping Up

It's best to top up with plenty of credit to see you through your trip, but if you need to top up abroad you can top up online with your credit card through My Warehouse Mobile, or call +64 284 800 800 to do it over the phone. Roaming calls to this number will be charged as per the rates shown in the table.

Connection issues?

Set your network mode to 'Auto'. If you're experiencing connection issues then make sure your Network search mode is on 'Auto' which is found under 'Settings' and then 'Network' on your phone (or 'Carrier' on iPhones). If this doesn't fix the issue, then remove your phone battery (iPhone users power off) for 1 minute if you still can't connect.

The USA or Canada can be a little different

North American mobile networks run on 850MHz and 1900MHz, so check your phone will run on one of these before you hop on the plane.

Calling Customer Care or your voicemail whilst overseas is charged on a per-minute basis like any other international call.

Want to access Voicemail abroad?

What if Voicemail doesn't work abroad?

Please note not all overseas carriers will support voicemail/call forwarding. To cancel call forwarding simply dial ##004#. Your message service will then operate as normal when you arrive back in New Zealand without incurring any cost.

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