If you are a PREPAID mobile customer

How much will I receive?

Prepaid customers whose service was severely impacted for up to two and a half days between Wednesday 27 January and Friday 29 January will receive a $20 credit on their prepaid account. They could choose to use this credit to purchase Telecom extras like Non-Stop Text ($12) for a month, My Favourites ($6 each) and talk to of their favourite people free for a month, or purchase up to 240 MB of data ($18) to access their favourite social networking sites, or use it for general usage.

Prepaid customers whose service was degraded for between 20 minutes and a few hours on Wednesday 27 January will receive a $10 credit on their prepaid account. They could choose to use this credit to purchase a $6 text, a My Favourite or data extra for a month, or use it for general usage.

When will I receive my prepaid credit?

It will take some time to process credits, however we will ensure that all credits are applied by the end of February.

If you are a customer with a post-paid mobile account

How much will I receive?

Postpaid customers whose service was severely impacted for up to three days between Wednesday 27 January and Friday 29 January will receive two weeks of their monthly access fee plus two weeks of any extras they have (text, My Favourites, and data) as a credit on their account.

Postpaid customers whose service was degraded for between 20 minutes and a few hours on Wednesday 27 January will receive one week of their monthly access fee plus one week of any extra features they have (text, My Favourites, and data) as a credit on their account.

What if I sign up for a new extra feature since the outage - will the payment I receive include payment for it?

No, your payment will reflect the number of extras you had at the time of the outage.

When will I receive the credit on my account?

Credits will be applied directly to customers next bill - depending on their bill cycle this will be either your February or March account.

I am a text user not a voice user, how will I be credited differently?

The goodwill gesture includes credit for extra features (text/my favs/data) for our postpaid customers and for prepaid the general credit amount covers all usage types.

If you are a small or medium sized business customer

I am a business customer, what will I receive?

SME and Gen-i customers whose service was severely impacted for up to three days between Wednesday 27 January and Friday 29 January will receive one months monthly access fee plus one month of any extras they have (text, my favourites, and data) as a credit on their account.

SME and Gen-i customers whose service was degraded for between 20 minutes and a few hours on Wednesday 27 January will receive two weeks of their monthly access plus two weeks of any extras they have (text, my favourites, and data) as a credit on their account.

Why are you paying a greater level of payment for some business?

The higher payment recognizes that some business customers were more severely impacted than others. Some customers were affected for up to 3 days, whereas other customers were affected for a few hours. The goodwill gesture recognises this difference.

Why are you paying more to business customers than consumer customers?

The higher payment for business customers recognises that many businesses are reliant on their mobile to run their business, and their livelihood depends on their ability to communicate with their customers, therefore their impact is likely to be greater.

What will your community donation be spent on?

We'll be working that out with community leaders across the affected region in the next few weeks. We want to work on this together to ensure that our donation is targeted to projects that provide wide community benefits as befits the different communities in the region.

When will you be making the community donation available?

We'll be meeting with community leaders in the next few weeks with a view to directing our donation to the agreed projects as soon as possible.

Why just target the lower South Island? Weren't other parts of the country also affected?

The lower South Island was the most affected of all parts of the country where the XT outage occurred, both in terms of duration and geographical extent of the outage. Our donation recognises the particular impacts this has had on this important part of the country.

Some parts of the lower South were more affected than others. Isn't it unfair to be giving this donation to all of the region?

We'll make sure our process takes into account the different impacts within the lower South Island and that the donation is targeted appropriately in light of these different impacts.

What was the problem and is it fixed?

We are currently investigating the root cause of the issue and we have put many steps in place to avoid a reoccurrence. This is a different issue to the one that caused a disruption of services in December. The technical teams are working through a range of possible causes for the failure.