Got questions about 4G HD Calling on Skinny?

• Who can get 4G HD Calling on Skinny?

  At the moment we are prioritising making this available for our rural customers in areas where there is only 4G coverage.

• I live in a rural area do I have it?

  If you think 4G HD Calling may have been activated for you but you’re not sure there are a couple of ways to tell.

  First check if you have an eligible device (see current eligible devices FAQ), and make sure 4G HD Calling (VOLTE) is turned on in your device settings.  If you have done this and you can see the following on your device then you have 4G HD Calling enabled:

  • Samsung: You’ll see "HD calling" while placing a call and "HD" in the call screen during the call.
  • Huawei: You'll see "HD" if the call is connected or has gone to voicemail. You won't see any icons while it's ringing.
  • OPPO: You'll see "VoLTE" in the status bar if you've turned on 4G HD Calling.
  • Nokia: You'll see "VoLTE" near the status bar when you pull down the notifications menu. 
• Can I request to have 4G HD Calling turned on?

  Not right now.  At the moment we have expedited the roll out to eligible rural customers.  

  We plan to make this available for all customers (with an eligible device) by the end of 2020.

• What's the coverage area of 4G HD Calling from Skinny? Am I covered?

  Once it's enabled on your device then 4G HD Calling from Skinny is nationwide, with coverage that reaches around 97% of Kiwis.

  Check out where you can get 4G Service: See the Skinny coverage map

  Note: 4G HD Calling is available wherever our 4G service is available. Our coverage maps are updated on a monthly basis around mid-month. They may not reflect the coverage we have available today due to the timing of updates and the nature of coverage being predicted. 

• How do I get 4G HD Calling on my iPhone?

  HD Calling is available for iPhone 6s and later with iOS 13. If you're an existing Skinny customer, you can get HD Calling on your iPhone*. Here's how:

  1. Back up your phone, then install the software update. (We recommend downloading the software update over WiFi so you don't use data.)
  2. In your phone settings, switch on HD Calling. The settings depend on whether you've installed an eSIM profile on your phone.

  No active eSIM: Go to Settings > Mobile > Mobile Data Options > Voice & Data. Choose 4G, VoLTE On.

  Active eSIM: Go to Settings > Mobile > Select SIM > Voice & Data. Choose 4G, VoLTE On.

  1. After 15 minutes, restart your device to activate HD Calling. If you don't restart your device, HD Calling will activate within four hours. You won't lose service during this process.

  *New Skinny customers need to be active before you can request HD Calling. To activate call 456 from your mobile.. Then you can activate HD Calling.

• When can I get 4G HD Calling on my device?

  Phased migration of eligible customers onto 4G HD Calling started late May 2020 and will continue throughout 2020.

  If you're one of these customers, and you’ve noticed a new "VoLTE" symbol in your devices status bar, you should now be able to use 4G HD Calling.

• What devices will work with 4G HD Calling on Skinny?

  You may be eligible for 4G HD Calling if you have one of the following phones:

  • Huawei P30
  • Huawei P30 Pro
  • Huawei P40 Pro
  • Huawei nova 5T
  • Nokia 7.1
  • Nokia G20
  • Samsung Galaxy A10
  • Samsung Galaxy A11*
  • Samsung Galaxy A21s*
  • Samsung Galaxy A71 5G*
  • Samsung Galaxy A30*
  • Samsung Galaxy A31*
  • Samsung Galaxy A32 5G*
  • Samsung Galaxy A52 5G*
  • Samsung Galaxy A72*
  • Samsung Galaxy A51*
  • Samsung Galaxy A70*
  • Samsung Galaxy A80*
  • Samsung Galaxy J6*
  • Samsung Galaxy S10e*
  • Samsung Galaxy S10*
  • Samsung Galaxy S10+*
  • Samsung Galaxy Note9*
  • Samsung Galaxy Note10*
  • Samsung Galaxy Note10+*
  • Samsung Galaxy S20*
  • Samsung Galaxy S20+ 5G*
  • Samsung Galaxy S20 Ultra 5G*
  • Samsung Galaxy Xcover 4s*
  • OPPO Find X2 Pro*
  • OPPO Find X2 Lite*
  • OPPO A5*
  • OPPO Reno4 Pro 5G*
  • OPPO A54 5G*
  • OPPO A94 5G*
  • iPhone 12
  • iPhone 12 Mini
  • iPhone 12 Pro
  • iPhone 12 Pro Max

  *Device must be on Android 10 or later

  The following phones (Samsung and OPPO) are eligible if they're sourced from Skinny or Spark:

  • Samsung Galaxy A8
  • Samsung Galaxy A8+
  • Samsung Galaxy A50
  • Samsung Galaxy A80
  • Samsung Galaxy J3 Pro
  • Samsung Galaxy J4
  • Samsung Galaxy J4+
  • Samsung Galaxy J5 Pro
  • Samsung Galaxy J6+
  • Samsung Galaxy J7 Pro
  • Samsung Galaxy S9
  • Samsung Galaxy S9+
  • Samsung Galaxy Note8
  • Samsung Galaxy S8
  • Samsung Galaxy S8+
  • OPPO A9 2020
  • OPPO Reno2

  You'll need the latest software installed on your phone. (Data charges apply to software updates installed using data, so we recommend downloading software updates over WiFi.)

   

• What if my mobile device doesn’t support 4G HD Calling?

  If your phone doesn’t support 4G HD Calling, don’t worry. Your device will continue to function as is on the 3G network. 

• Can I use 4G HD Calling if my data is switched off?

  If data is switched off on your phone, you can still make and receive 4G HD calls. Make sure 4G HD Calling is enabled on your phone so that you can make and receive calls using 4G. As usual, you won’t be able to browse the internet while your data connection is switched off.

• Does 4G HD Calling consume data from my plan?

  No, 4G HD Calling does not use data.

• Is it free to activate 4G HD Calling on my phone?

  Yes, activating 4G HD Calling has no additional cost for Skinny mobile customers. Voice, text and data usage will still incur charges on your mobile plan as usual.

• Can I call anyone on 4G HD Calling?

  Yes, you can call anyone using 4G HD Calling, including your friends and family that are on 3G Voice or other networks.

• How will I know whether I’m making a 3G or 4G call?

  Here’s how you can see if you're making a call with 4G HD Calling:

  • Samsung: You’ll see "HD calling" while placing a call and "HD" in the call screen during the call.
  • Huawei: You'll see "HD" if the call is connected or has gone to voicemail. You won't see any icons while it's ringing.
  • OPPO: You'll see "VoLTE" in the status bar if you've turned on 4G HD Calling.
  • Nokia: You'll see "VoLTE" near the status bar when you pull down the notifications menu. 

  If you don't see these icons, the call is most likely using standard 3G voice calling.

   

• Will using 4G HD Calling affect my wireless broadband connection?

  No, using 4G HD Calling won't affect your wireless broadband. You won’t experience slow-downs or data dropouts when making or receiving calls using VoLTE.

• Why did my call drop?
  If you move from an area with 4G coverage to one with only 3G coverage or no coverage, your call might drop. This is because 3G fallback isn't supported. We’re continually expanding the coverage and capacity of our 4G network, so we expect the number of dropped calls to decrease as our service improves.
• Why aren’t my calls using 4G HD Calling?

  If you're unable to make or receive a 4G HD call, it might be one of the following reasons:

  • 4G HD Calling isn’t activated for your mobile number. You'll know if 4G HD Calling is active if you see the "VoLTE" icon in your status bar. For iPhones the "4G" symbol will remain on your screen when you're in a call.   If you don’t see either icon, try restarting your phone.

  • Your device isn't using the latest software. To check if there's an available update, follow these instructions. Before installing the update, back up your phone. Download the update over WiFi to avoid using data.)
    
    • Compatible Samsung phones: Settings > Software Update > Download and install
    • Compatible Huawei phones: Settings > System > Software Update > Check for Updates
    • Compatible Nokia phones: Settings > System > Advanced > System Update