One NZ experienced a partial mobile network outage across the country starting shortly after 12:30pm on Monday 18 May 2026, leaving customers unable to reliably make or receive calls.
Customers nationwide reported problems making and receiving calls. Downdetector recorded nearly 200 outage reports within the first hour.
One NZ confirmed the issue on its website and stated it was investigating.
A Familiar Pattern
The outage follows a more widespread disruption on 1 May 2026 that hit One NZ and 2degrees customers in the South Island and lower North Island. Services were restored around 2:45pm that day.
The 1 May event stemmed from a software bug in equipment supplied by a technology partner.
One NZ chief executive Jason Paris described the disruption as just not good enough.
"We have opened a full investigation to ensure this doesn't occur again." — One NZ spokesperson
One NZ has a recent history of service issues. An upgrade caused internet outages in Auckland and Northland in June 2025. A separate broadband outage affected Auckland, Wellington and Christchurch in May 2025.
The Regulatory Record
In December 2025 the Commerce Commission secured a $1.1 million High Court penalty against One NZ for ten breaches of the 111 Contact Code between 2021 and 2023.
The breaches covered failures in information disclosure, record-keeping and customer outreach for emergency services access.
One NZ cooperated with the investigation and stated no customers were harmed. The company took corrective action once issues were identified.
"We're encouraged that, once it became aware of the extent of the issues, One NZ took action to correct these breaches and cooperated fully with the Commission's investigation." — Commerce Commission enforcement director
New Zealand operates a light-touch regulatory regime for general telecommunications reliability. The Commerce Commission focuses on competition, consumer protection and specific rules such as the 111 code.
MBIE monitors broader infrastructure performance. There is no mandatory reporting regime for routine mobile outages like those in some overseas jurisdictions.
Economic and Consumer Impact
One NZ serves a significant share of the mobile market as the second-largest provider. Repeated disruptions affect hundreds of thousands of customers, including businesses that rely on mobile connectivity for payments and operations.
Rural and regional users face disproportionate impacts because One NZ and 2degrees share cell infrastructure in many areas.
The latest outage occurred on a weekday afternoon and likely caused immediate productivity losses for small businesses and customer-facing roles.
Open Questions
The pattern of interruptions in 2025 and 2026 raises questions about network resilience.
One NZ has framed prior outages as isolated technical events and emphasised rapid restoration.
Yet the frequency contrasts with public commitments to network investment and reliability improvements.
No independent audit of One NZ network performance metrics has been released publicly in 2026.
The current outage remains under investigation with limited official updates.
This leaves open whether the cause is a contained technical fault or a wider issue.
The episode intersects with New Zealand's digital economy needs for resilient networks to support e-commerce and remote work.
Any perception of declining reliability risks dampening business investment in digital tools.
The outages occur under existing regulatory settings focused on competition and targeted consumer protections rather than broad service-quality mandates.
Open questions remain on whether repeated incidents will prompt changes to reliability standards or reporting requirements.
