Spark Mobile Review

Updated 23 July 2019
What is Spark like for the average mobile customer? Our research team has taken a closer look to find out the plans, coverage, pros, cons, pricing and roaming options to see what’s what. With 4.5G now live in 30+ New Zealand locations, and test sites for 5G underway, we evaluate if Spark is the best mobile network choice. Our guide covers:
Want to share your experience with Spark? Email our research team. 
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Spark Mobile Prepaid Plans

Spark offers prepay 'Value Packs', which are 28-day plans for $19 (1.25 GB data, 200 minutes), $29 (2 GB data, 300 minutes) and $49 (4 GB data, 500 minutes), with perks such as rollover and bonus data. There are dedicated 'data packs, called 'Data Plans', for $20 (1.5 GB data) and $40 (4.5B data), with casual rates for any calls and TXT. All allowances are valid for 28 days.

Benefits:
  • Rollover: Customers can carry over up to 500 unused mins and 3.5GB of unused data every 28 days, but you must have enough credit to renew, otherwise you'll lose your leftover balances. Bonus data is excluded from rollover.
  • 50% Spotify discount: This can save you up to $9/month
  • Unlimited TXT: There are no limits to how many SMS you can send.
  • Bonus data: Generous bonus data allowances apply to each plan, and although this promotion is currently valid until July 2019, historically it is usually extended. 
  • Spark WIFI and bonus data: Plans come with free access to Spark WIFI, a network of thousands of WIFI hotspots around New Zealand, giving customers 1 GB per day of data allowance. 

What to watch out for:
  • Casual rates: Once data and minutes are used up, customers are charged 'casual rates'. One additional minute is 49c, TXTs are 20c each, picture messaging is 50c each, video calling is 89c/minute, international text messages are 30c each, casual data -costs $1/day for 10MB with additional casual data priced at 30c/MB, voicemail costs 20c/retrieval (or $1 for unlimited voicemail within 28 days), and video messaging is $1 each.
  • 28-day limit: A Spark Prepay plan will last for 28 days - if you don't have enough credit, your plan won't renew. 

​Value Pack Summary:
  1. Overall, if you’re looking for an affordable pay-as-you-go deal that matches your data and calling needs, is flexible and reliable, Spark has you covered.
  2. The rates and plans are standard and mirror those offered by Vodafone and 2degrees, although for irregular phone use, the packages from Skinny Mobile and Warehouse Mobile can deliver better value.

Spark Mobile Pay Monthly Plans

Spark offers a number of monthly plan options, with something to suit anyone who regularly uses their phone for data and/or calls. The plans are all open, meaning there is no fixed-term contract. Better yet, the Unlimited Group plan lets families or groups of friends get better monthly deals. If you have outgrown prepay or want better value for money on data, one of Spark's monthly plans could provide the solution.

Benefits:
  • Basic individual plans offer data allowances starting at 1 GB/month, pricing from $39.99/month, with 12 months of 'bonus data'. 'Unlimited' data plans start at $79.99/month. 
  • Roaming outside of the included countries listed by Spark won't be covered by the $15/week 1 GB package - read our roaming guide.
  • If you're part of a family or group looking for better value monthly plans, the Unlimited Group plan could be attractive. It allows customers to share unlimited data, unlimited phone calls within New Zealand and to Australia, and other free perks. The plans start at $99.99/month and $29.99 per additional sharer, up to four in total. The monthly price works out to be $64.99, $53.33 or $47.49 per person based on two, three or four group members respectively. It's worth noting that while data is 'unlimited', it slows down after 22 GB is used. 
  • Tethering and hotspots: All plans (other than the unlimited data offers) allow tethering/hotspot use, meaning you can use your phone (and the data allowance) to connect other device(s) to the internet. If you're on an unlimited plan, you can purchase hotspot as an add-on for $10/month. 
  • Australia included for calls: Plans above the $39.99 package include New Zealand and Australia numbers minutes and TXT allowances.
  • Rollover: Customers can carry over up to 500 unused mins and 3.5GB of unused data - bonus data is not included.
  • ​Netflix offers: Many plans offer 24-month free services, saving over $400 based on today's Netflix prices. 
  • Spark WIFI and bonus data: Plans come with free access to Spark WIFI, a network of thousands of WIFI hotspots around New Zealand, giving customers 1 GB per day of data allowance. 
  • Bonus Data: Spark regularly offers extra data allowances for a fixed period after signing up, often as much as 4 GB for 12 months. 
  • Interest-Free period: ​You can buy a new phone and spread the cost over 1-2 years, interest-free. Our Phone selection summary below explains the options in detail.

What to watch out for:
  • The unlimited plan prohibits tethering - customers must buy a $10/month Hotspot add-on if they want to use a phone to connect another device to the internet.
  • Unlike Vodafone's roaming service, you cannot take your plan benefits overseas and instead have to buy individual data packs. It's not as flexible, and if roaming is part of the reason you're looking for a mobile plan, Vodafone's service may be better. You can read more in our roaming comparison. 

Pay Monthly Casual Rates: 
  • If you use up your plan's data or minutes, additional charges apply
  • Additional minutes (on plans $39 and below) - 69c/minute, additional data - 30c/, international text messages - 30c each, video calling - 69c/minute, international calling (landline or mobile) - Australia, United States, Canada, United Kingdom and Ireland - 89c/minute, rest of the world - $1.49/minute


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Network coverage

Spark markets that they are the only mobile network rolling-out 4.5G and working on a 5G test-site. Spark claims that across 3G, 4G and 4.5G, their network reaches 97.5% of New Zealanders.

Independent data, which we present below, confirms the coverage. If you're in Auckland or any other main city or town, chances are you'll receive a constant 4G signal, and in around 30 locations you can get 4.5G. 

But, before going any further, the best idea is to see if where you live, where you work and other places you spend regular time in are covered by 4G. Visit Spark's coverage map and insert your address, and cross-check using this tool to make sure you're covered.

4.5G is as good as it gets in New Zealand, but with Spark working on 5G it leads the field when compared to 2degrees and Vodafone.
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Spark NZ Mobile Coverage 4G 3G
Spark's Coverage in major cities as at April 2019

Phone selection

Spark recognises that the majority of New Zealanders looking for a new phone want an Apple, Samsung or Huawei, and offers a large range. Other brands Spark offers include Alcatel, HTC, LG, Nokia and Sony. All phone models can be found on Spark's website and its 100+ stores around New Zealand. Spark also offers low-cost home-brand called Spark. As is the case with any mobile network, new phones come with the following terms, conditions and optional extras:
  • Interest-free terms (most of the time): Spark offers a 12 or 24-month interest-free option. What you pay is the total cost of the phone, the plan and any add-ons you select. No deposit is required. For example, if you selected 12-months interest-free and a $1,200 phone with a $50/month plan, your monthly cost would be $150 ($1,800 total cost, divided by 12 months). 
  • Cancel a plan and you'll owe the balance left to pay on the phone: If you downgrade your plan, transfer it or leave Spark altogether, you will have to repay the balance of the phone. For example, if you are 6 months through a 12-month plan and the phone originally cost $1,200, you'll need to pay $600 immediately to terminate. If the plan is an 'open plan' (which most are), you will not need to pay any further plan charges, just the balance owing on your mobile phone.​
  • Phone insurance: Spark offers optional insurance cover - $11.95/month for phones with a recommended retail price (RRP) of below $800, and $15.95 for any phone with an RRP above $800. The excess is $150 or $195 (for phones with an RRP above $800) and there is a limit of three claims per year. After the third claim, Spark will cancel your policy. Read our phone insurance guide for more information.
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Spark mobile support NZ
In a single test, Spark connected us to a Chat Bot, which struggled with a simple question, and connected us to a real person shortly after.

Customer service

Like Vodafone and 2degrees, Spark has a comprehensive online support system, which includes 24/7 phone support and live chat. Customers can call 123 for account questions, or 0800 225 598 for technical help.

As a point of reference, very few Spark also has reviews on TrustPilot.com, but because there are currently less than twenty, we cannot observe any pattern. By comparison, 92% of Vodafone's Trustpilot.com reviews are rated 'bad', and there are 10X the number of reviews.

The best way to avoid problems with Spark, or any service provider in general, is to get your quote or package inclusions in writing, make sure you understand the package in detail and put a limit on your account so bills can't get out of control. 

Should you have an issue that cannot be resolved by the support team, Spark publishes clear information about its Complaints Policy and Procedure on its website.

MySpark App

Spark's customer app is available for iPhone and Android. You can view and pay bills, change your plan, check data usage and arrange alerts, activate roaming, Spotify and/or Netflix, and access live chat support. 
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Spark Roaming options

Spark offers a selection of roaming options. For further details, read our mobile data roaming comparison guide. ​

Australia: Australian data roaming is $15 for seven days for 1GB, with casual rates fixed at $10 per 200 MB

Zone 2 data roaming pricing:
  • Roaming Data Pack: $15 for 1 GB (valid for seven days) 
  • Casual rates (if you don't buy a pack): $10 per 200 MB

Zone 2 Destinations include:
  • Oceania: American Samoa, Fiji, Papua New Guinea, Nauru, Samoa, Tonga, Vanuatu
  • Europe: France, Germany, UK, Ireland, Italy, Spain, Switzerland
  • Asia: China, Hong Kong, Indonesia, India, Japan, Macau*, Malaysia, Philippines, Qatar, Saudi Arabia, Singapore, South Korea, Taiwan, Thailand, UAE, Vietnam
  • Americas: Canada, USA, Argentina, Brazil*, Venezuela*
  • Africa: South Africa
*Roaming for prepaid Spark customers unavailable
Renewal: Roaming Data Packs are activated after first roaming use in eligible destinations, and will expire seven days after the next New Zealand midnight, after the first roaming use or full consumption of the pack inclusions.
​More details: Visit Spark's roaming rates and packages
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Spark in the news

  • Spark appears in the media frequently, but rarely for anything specifically relating to mobile plans, prices and services. 
  • Recent stories include a 3-day voice/mobile/data outage in Dairy Flat and plans to launch a 5G network in 2020.
  • A detailed article in ComputerWorld.co.nz outlines how chatbots are being deployed in Spark customer support. In the article, Spark claimed chat support had risen from 12 per cent of customer interactions to 30 per cent, with a chatbot being used for 18 per cent of these interactions. The chatbox's success rate in solving a customer's query was said to be about 50%.
  • Every network will have always receive customer complaints, but unlike Vodafone, Spark doesn't seem to have the same issues with its customer service.
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Conclusion

Spark delivers a number of options for customers, and with 4.5G already live and 5G in testing, Spark is investing a better experience and service for its customers. Benefits include:
  • Spark Prepaid Plans - the cheapest prepay plan is $19, and the most expensive is $49; all allowances are valid for 28 days. The casual rates, if and when a customer uses up their data or minutes, are not good value for money, so monitoring usage is a good idea.
  • Spark Pay Monthly Plans - all plans, other than the 'unlimited plan' let you tether and hotspot, with pricing from $39.99/month for 1 GB of data and 300 minutes, with higher-priced plans offering unlimited minutes.
  • New phones with $0 deposits - You can buy a new phone and spread the cost over 1-2 years, interest-free. You will be billed for your plan and phone all in one every month. 
  • 4G New Zealand-wide - Spark markets that they are the only mobile network rolling-out 4.5G and working on a 5G test-site. Spark claims that across 3G, 4G and 4.5G, their network reaches 97.5% of New Zealanders.
  • Limited roaming - you cannot take monthly plan allowances overseas, and for this reason, we believe Vodafone offers the most flexible roaming option per our data roaming guide.
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3 Must-Know Spark Facts and Tips

Spark's 'Unlimited data' package isn't really unlimited at all

Spark's unlimited data plan slows down after 22 GB is used which, given the demands of streaming services, isn't that much. The unlimited plan also prohibits tethering (i.e. connecting your phone to your iPad for internet) and hotspot use (using your phone as a WIFI connection) unless an additional $10/month is paid. The only truly unlimited offering is the unlimited minutes to phones in New Zealand and Australia. 
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Prepay credit expires after 12 months

If you have a Spark Prepaid account, you will need to use top-up credit within a period of 12 months. Any credit not used within 12 months will expire. 

Spark no longer buys old phones if you plan to trade up - if you have an old phone, you'll need to sell it privately

Our Trade Me selling tips have guidance to maximise the price you can get if you decide to sell it online. Alternatively, many phone repair shops will make a cash offer. ​
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Making a Complaint about Spark to the TDR

Telecommunications Dispute Resolution (TDR) deals with complaints from consumers about any product or service provided by their telecommunications company. As a Spark customer, you have the right to make a complaint. It's a free and independent service, but you will need to follow their process to progress a complaint.

Before you complain, you'll need to raise the issue with Spark directly
  • Spark is a member of TDR, but you will need to raise a complaint with their customer service first.
  • Once you have done this, you must wait for a response.
  • Spark will respond, but if you are unable to agree with their response and your complaint becomes deadlocked, after six weeks has passed you can raise a complaint with the TDR.

The process of complaining with TDR is outlined here. Their helpful FAQs outline what you can expect, and case studies about recent complaints about telecommunication companies in general. The process is impartial, and once a decision is made, Spark will (usually) abide by the ruling should it be in the wrong.
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