Question 1

How long does the porting process take?

Accepted Answer

Generally the porting process is completed within 30mins of the scheduled time, however can take up to four hours in some cases for all carriers to update their records to ensure calls to/from all service providers are possible.

Question 2

Is Hotspotting available with SWEEP Mobile?

Accepted Answer

Yes, hotspotting where a mobile device can act as a wireless access point for other nearby devices is available on all plans at no extra cost.

Question 3

Are data-only plans available on SWEEP Mobile?

Accepted Answer

Not currently, however existing plans can be used in data capable only devices. For example we have the 1TB plan for $79.95 with endless data at 1.2Mbps once that cap is reached.

Question 4

Are there any costs involved with number porting?

Accepted Answer

None, free to bring a number from any network – prepay or on account.

Question 5

What happens to my old voicemail messages after I switch to SWEEP Mobile?

Accepted Answer

You will lose access to voicemail messages stored with your previous providers once when you cut over to SWEEP Mobile, so be sure to check them before you switch.

Question 6

How do I turn off voicemail?

Accepted Answer

Contact SWEEP Support

Question 7

What and how will I be charged for international calling?

Accepted Answer

Please see our international calling charges page

Question 8

Does Devoli Mobile support Wi-Fi calling?

Accepted Answer

Yes. Enabled on all connections whilst the phone is in New Zealand. Wi-Fi calling won't work from overseas locations.

Question 9

How does roaming work with SWEEP?

Accepted Answer

You don’t need to do anything to set yourself up to roam. An International Roaming Pack is automatically applied when you arrive in an eligible country.
You will receive an SMS notifying you that roaming has been activated. If would like to change this to an Australia-only Daily Roaming pack, notify SWEEP Support in advance and we will change your default pack. If you’re unsure, please contact us.

NB - VoWiFi - WiFi calling does not work whilst roaming.

Question 10

Will customers have free calling to their own mobiles if they have SWEEP SIP Trunks?

Accepted Answer

No, unfortunately SWEEP still have to pay termination fees to all of the mobile network operators including Spark for calling to mobiles so standard rates will apply. We can customize calling bundles which include mobile minutes which can help give predictable billing each month.

Question 11

Can customers associate landline/ DDI numbers with their mobile?

Accepted Answer

Yes! Via the 3CX mobile application you can make and receive calls to and from your local landline number. Great for companies allocating direct dial numbers to mobile sales staff. You can make an outbound call from your mobile showing your landline number instead. If you have a group of mobile phones in certain areas of your business your mobile phone could be part of a ringing hunt group for sales or support for example. Multiple mobile phones could ring at once or in a stepping sequence until answered. A group voicemail box could answer missed calls and email the customers message to a nominated email address as a .wav sound file you can play through the computer or on your mobile phone email client. Super handy for getting back to missed calls whilst on the go.

Question 12

Why do I sometimes see “Spark NZ’ rather than 'SWEEP' or ‘Devoli’ as the provider on my device?

Accepted Answer

SWEEP uses the Devoli/ Spark mobile network for mobile connectivity. Currently ‘Devoli’ only appears when connected via 4G and 5G. Otherwise “Spark NZ WiFi Calling” appears when on VoLTE and “Spark NZ” appears when connected via 3G.

Question 13

When is my data allocation renewed?

Accepted Answer

The data allocation runs from 26th-25th every month. You get a full (i..e not prorated) data allocation on your first part month. So if you sign up for a 30GB plan on the 24th of the month, you will get 30GB to use in two days, then it will roll over with a fresh 30GB on start of the 26th.

Question 14

Do you support a single number across my mobile and 4G capable Apple Watch?

Accepted Answer

We aren’t currently able to support this feature, however hope to be able to in the near future.

Question 15

Do you support eSIMs on Apple Watches?

Accepted Answer

We aren’t currently able to support this feature, however hope to be able to in the near future.

Question 16

Are users able to divert their mobile to another number when that mobile is unavailable?

Accepted Answer

Call Divert is available using the existing Spark star codes -(https://www.spark.co.nz/help/mobile/manage/mobile-call-features/) also our SWEEP Support team can help add/remove them.

Question 17

Are there any termination fees/ charges on Devoli mobile plans?

Accepted Answer

All of our plans are monthly, which means there are no termination fees/ charges if you need to cancel a connection at some point in the future.

Question 18

How do I get more data if I’ve used my monthly allocation on a capped plan?

Accepted Answer

If you are on a capped plan there are 1GB data packs that you can purchase ($20 at launch). However our recommendation is that if you are finding your monthly allocation isn’t sufficient then our recommendation is that you upgrade you plan to one of the Endless plans e.g. 5GB Unlimited an extra $10 for the month over and above 2GB capped plan).

Question 19

How are usage based charges billed such as special SMS, MMS etc

Accepted Answer

You’ll see an additional line per service on your bill summarising any SMS (e.g. MMS, international), Voice, and Data charges respectively that fall outside your monthly plan.
Other charges: 
Directory Assistance Per Event $1.33 
Directory Assistance Direct Connect One Off $0.44 
Directory Assistance Direct Connect Usage Minute + Second $0.15 
Emergency Call 111 / 105 Minute + Second $0.00 
False Emergency Call (one-off fee) 1st One Free $6.00 
MMS Photo Message to International Per Message $0.40 
MMS Video Message to Email Per Message $0.86 
Mobile Minicall (Pager) Minute + Second $0.10 
Off Net MMS Photo Message Per Message $0.40 
Off Net MMS Video Message Per Message $0.86 
On Net MMS Photo Message Per Message $0.16 
On Net MMS Video Messaging Per Message $0.86 
Special Voice Call Buzz Me Per Event $0.10 
Third Party SMS MO (International) Per Message $0.18 
Third Party SMS Returned Per Message Variable Video Calling Minute + Minute $0.11

Question 20

Is there a charge to send out a physical SIM card?

Accepted Answer

SWEEP covers postage and handling charge per delivery address for physical SIMs (regardless of the quantity in your order). Alternatively you can opt for an eSIM to does not require delivery.

Question 21

What’s the deal with roaming in Australia - does the monthly fee include calls made in Australia.

Accepted Answer

The unlimited calling minutes and texts to AU and NZ is while the mobile is based in NZ. There is a 14day roaming pack ($25) that activates for roaming to a number of countries including Australia. (Calling and texting in Australia is not covered under the standard calling pack). You can also get in touch to switch to a $7 AU daily roaming pack instead.

Question 22

How do I cancel my SWEEP mobile service?

Accepted Answer

Contact SWEEP support, or if you're moving to another provider then the billing will cancel automatically for the month following cancellation. SWEEP billing is from the start of the month for the month ahead although there maybe charges that fall outside of your plan that show up in the following months billing.

Question 23

How do I upgrade/ downgrade my plan?

Accepted Answer

Currently plan changes can be made via our SWEEP Support team. The plan change is immediate and there is no charge for making the change. You’ll get the full data allowance for your new plan from the date you change it to the end of the current billing cycle.

Question 24

How do I access Voicemail from overseas?

Accepted Answer

Ensure you setup a voicemail PIN and greeting for your mailbox after your Devoli mobile service is activated via the voicemail shortcut on your phone, or by dialing 083 083 210.
Once overseas you can check your voicemail via the following steps:
1. Dial +64 83 083210.(https://support.devoli.com/hc/en-us/articles/9076273520143-Devoli-Mobile-FAQs#)
2. Enter your mailbox number. This is your area code and phone number with the the zero dropped off the start. e.g. 274567891
3. Enter your PIN.
4. Follow the voice prompts.

Question 25

Is Calling over WiFi enabled for SWEEP?

Accepted Answer

Calling over Wi-Fi (VoWiFi) is supported via SWEEP Mobile. This is where calls can be made and received via the Wi-Fi network that your phone is connected to and is especially useful where mobile reception is weak. You may need to enable it on your device and will see “Spark NZ Wi-Fi Calling” as your network name while operating in this mode.
Note that Wi-Fi Calling is not supported while roaming overseas.

Question 26

Does SWEEP Mobile support eSIMs?

Accepted Answer

Yes, provided your device supports it, we can select eSIM as the option rather than physical SIM. Let us know or we'll discuss this at the time of setting up your connection which method you'd prefer and is applicable.

Question 27

What happens if I don’t reply to the porting verification text before it expires?

Accepted Answer

On expiry of the porting verification SMS, the order will be marked as failed with status “On Hold - Awaiting Customer”, please contact SWEEP Support if you haven't received an SMS from TCF (NZ Telecommunications Forum)
The SMS will look like this: ACTION REQUIRED: We have received a request to move your mobile 02XXXXXXXX to another provider. To procced reply YES to this message within 2 hours. If you didn't request the move then reply NO, or ignore this message and it will be cancelled. From NZTelecommunications Forum (TCF)

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Frequently Asked Questions

Here are a list of our most common questions, but if you'd rather speak to us please give us a call!