Wireless 4G Broadband FAQs

About Skinny Wireless 4G Broadband

What are the Skinny Wireless 4G Broadband plans?

The Skinny Wireless 4G Broadband plans are simple, prepaid, quality home broadband plans that use Spark’s great 4G network. There are no installation costs, no waiting for technicians to organise a connection, in fact, it takes less than 5 mins to set up once you have your Skinny modem. Easy peasy!

Who are the Skinny Wireless 4G Broadband plans for?

These plans offer quality broadband for people who are looking for super value "4G-fast" internet for their home, who don’t need a landline.

Why should I choose a Skinny Wireless 4G Broadband plan?

We offer some pretty sharply priced broadband with a choice of either capped data (60GB or 120GB) or our uncapped data plan, so there’s one good reason! Plus, it’s convenient. There’s no waiting for technicians, no roadworks, no cables. Just plug in your Skinny modem and you'll be up and running in under 5 minutes! You can plug your modem into any power point in your house which means you can decide where it goes for the best WiFi coverage in your house, unlike some wired broadband technologies which require you to plug your modem into a box that a technician has installed in one location in your house.

Can I get the Wireless 4G Broadband plan for my business?

Unfortunately, these plans are only for consumers as they’ve been designed to work in your home. So we don't cover business activity, sorry!

Why is Skinny doing broadband?

We looked at what our competitors were doing and decided we could offer something better. So we've taken all the awesome things we do in mobile and decided to use them to offer broadband too!

Who can get it?

Lots of people can get our broadband plans. Just check your address at skinny.co.nz/broadband to see what you can get it at your place. There may be areas where the coverage is not as great (due to the landscape, buildings or obstructions preventing quality signal). In case your coverage is blocked or weakened, we offer a 30-day money-back network guarantee so if the signal isn't that great at your place, you can send the Skinny modem back to us and we'll refund you. This doesn't affect any rights you have under the Consumer Guarantees Act.

Why can't I get these plans at my address? I get a 4G signal here fine!

To make sure our customers get the best speed possible, you can only get these plans in certain coverage areas. In particular, our Uncapped plan availability is currently limited. These areas are sometimes different from regular mobile 4G areas. To check to see if you can get it at your place, head to skinny.co.nz/broadband and use the address checker.

Why are some broadband plans available at my address and others are not?

Due to the fact that our Wireless Broadband runs on 4G, this can put a lot of pressure on our cell towers with their heavier data requirements than that of mobile devices and your local cell site may already be at capacity in your area. You see, our mobile customers and broadband customers will share the same cell site, so to ensure both our mobile and our broadband customers get the best service possible we need to make sure we are not overloading the towers available. If your address is delivering a message that says you can't get Skinny Broadband, we're super sorry that you can't get it right now but as our techies keep updating the network, you may be able to get it in the future, so keep checking back. The Uncapped plan is currently very limited and this might be why you can’t get it at your location.

Purchasing the Skinny Wireless 4G Broadband plans

I already have broadband with another provider, how do I switch?

Just visit skinny.co.nz/broadband to check you can get Skinny Broadband at your place and then order the Skinny modem and plan. We'll send it out to you ASAP, and once you get your hands on the hot little modem, just follow the instructions and you'll be up and running in under 5 minutes. There's no waiting for technicians to organise a connection. You can cancel your broadband connection with your current provider at any time.

What do I do about modems? Do I need a Skinny modem? Can I bring it when I move?

Yep, you’ll need a Skinny modem. This is included if you choose a 12-month term option, or if you choose a No Pesky Term you will need to pay for it upfront. You are not able to bring your own 3rd-party modem to connect with Skinny Wireless Broadband.

You can take your modem to your new place. Just check your new property in the Skinny Address Checker to check what plans are available and let us know you will be using your Skinny Wireless modem at a new address. If you try to use your Skinny Wireless modem at a new address without telling us we may disconnect it from our network.

Modem shipping and handling fee applies.


When should I cancel broadband with my previous provider?

If you want to go ahead with Skinny Broadband, you will need to cancel any existing service with any other provider so you don't get charged for broadband twice. Check how long the cancellation notice period is with your provider, but with our 30-day money-back network guarantee, you can try Skinny Broadband before cancelling your other provider, knowing that you can get your money back if you're not 100% happy with the Skinny Broadband signal strength.

Do you have a plan with no data caps?

Yes, we do! Head to our address checker to see if you can get it.

Why can't I get a landline with Skinny Broadband?

Right now we're keeping it simple. If you sign up with Skinny Mobile you can chat and text your mates at super low prices, so there's really no need for a landline.

How does the 30-day money-back network guarantee work?

If you aren't 100% happy with your signal strength on our wireless broadband, contact us and arrange to return your modem in its original packaging and in as-new condition to receive a full refund of the modem cost. Excludes any plan fees, additional data charges and other costs. Our 30-day money-back network guarantee doesn't affect any rights or remedies you may have under the Consumer Guarantees Act.

Set up

You say this broadband is easy to set up - so how long does it take?

It's super easy and quick! Once you've got the Skinny 4G modem in your hot little hands, just power up the modem, follow the instructions that came in the box and you'll be up and running in approximately 5 minutes. You can also get set up info online at skinny.co.nz/broadband

What equipment do I need?

You will need to buy a Skinny modem for $99 from skinny.co.nz/broadband which we'll send you that you can very easily install yourself. The modem is already loaded with the Skinny Broadband plan, so you just need to plug the modem into a power outlet, connect your computer via Wi-Fi or the Ethernet cable and complete a one-time login. Simple as that! Skinny Broadband isn’t just for computers. You can also connect to the internet using your tablet or smartphone - you just have to use all these devices within the range of your modem.

Would I need a jack point installation? Will there be any installation cost?

Not for our Wireless 4G Broadband plans as this is wireless. Wireless broadband does not need a DSL jack point nor any technicians to get you connected. There is no connection or installation cost, only the cost of the modem for $99. Our Skinny 4G modem is simply "plugin & go" and you can set up in under 5 mins.

How many devices can I connect to my Skinny 4G modem?

You can connect as many devices (e.g. computers, tablets, laptops and smartphones) as you want to your modem but just know that each device connected will gradually slow your speeds as the modem works harder to deliver broadband to each device.

Why can't I use the modem/router I already have?

You need a Skinny 4G modem to use Skinny (wireless) Broadband. This modem has been made specially to connect to the Spark 4G network. That's why there aren't any cables.

Can I get a static IP?

Unfortunately, we can't offer Static IP addresses. This means you can't use your modem as a gateway server or for services like hosting particular games.

Can I do VOIP (Voice Over IP) on Skinny Broadband?

Sorry, you can't do VOIP (Voice Over IP) with Skinny Broadband. But of course, you can use apps like Skype or Viber to make and receive calls if you want to.

Your Broadband Account

How can I keep track of my data?

It's super easy to keep track of your usage on your Skinny Wireless 4G Broadband dashboard. You can check how much data you have left by logging into your account at www.skinny.co.nz. It's updated in real-time so you know exactly what you've used and what you've got left on your 30-day plan. If you're on one of the capped plans, you can also repurchase your plan at any time to get another 60GB or 120GB or buy a Data Add-On of 10GB for $20, or our Unlimited Data Boost for unlimited data for 24 hrs. There are no overage rates or charges on the account either so you will not be charged any extra.

Why can't I top up or transfer my Skinny Mobile credit to my broadband account instead of using a debit/credit card?

Skinny Broadband is only available using a credit or debit card. Your Skinny Broadband account doesn't hold credit as a Skinny Mobile account does, so you can't transfer credit into the Skinny Broadband account. This also means there is no need to top up as your debit/credit card is automatically charged when the plan renews.

Why can't I see my Broadband account in the Skinny Mobile app?

Skinny Broadband is not available in the app at this stage however you can manage your Skinny Wireless 4G Broadband account online by logging into your dashboard at skinny.co.nz

My friend is going overseas and has given me their Skinny 4G modem. Can I use their modem?

Yes, you can so long as you are in a Skinny Wireless 4G Broadband coverage area (check at skinny.co.nz/broadband). Just make sure your friend has contacted Skinny to close their Skinny Broadband account first (and unlinked it from their Skinny Mobile account if they have linked the two accounts). You can then register your own Skinny Broadband account with your own payment details. You must call us to let us know your address and VOILA - you're good to go.

Can I use my current email address?

If you are using an email address from your previous provider then check with them that you can continue to use it. Email addresses such as Hotmail or Gmail will be fine.

Can I use the modem in any other area?

You can only use your Skinny 4G modem to receive the Skinny Wireless 4G Broadband service at the location you entered into the address checker when you signed up to Skinny Broadband (the installed location). If we become aware that you are using your Skinny 4G modem at a location other than the installed location, we reserve the right to terminate your Skinny Wireless 4G Broadband service without notice. The reason we retain this right is that we need to be able to manage the network to ensure that all customer using the network receive a reliable and consistent service. If you are moving and would like to use your Skinny 4G modem at your new address, contact us and we will let you know if you can continue to use the Skinny Broadband modem at your new place.

Network and speed

What network does Skinny Wireless 4G Broadband use?

We use Spark's great 4G network.

How fast is Skinny Broadband?

Skinny Broadband uses Spark's great 4G network. So you can expect a solid broadband connection that is similar to a 4G connection. The quality of your connection will depend on your signal strength which is affected by interference from things like concrete buildings, hills and valleys. In a nutshell, it will be slightly different for every customer.

I've heard Skinny Wireless 4G Broadband isn't very fast compared to VDSL and Fibre.

Skinny Broadband uses Spark's 4G network so it is 4G-fast. That means the speed on your connection should be higher than ADSL broadband, but generally slower than fibre. However, due to obstructions like landscape, buildings or depending on your location, the speed may be slightly different for every customer.

What is a fair use policy?

We want to make sure everyone gets to enjoy our awesome Skinny wireless broadband so we need to make sure that everyone plays fair. Our Fair Use Policy for our wireless uncapped plan means you cannot use the service in a way that is overly excessive or unreasonable. We've based it on how most people use the service. If you’re consistently smoking the internet, we will get in touch with you to let you know about some options, and if the excessive usage continues we may need to move you to another plan to protect everyone else’s experience.

What can affect my connection speed when using Wi-Fi?

A lot of things can affect your connection speed while using Wi-Fi including how far away you are from the main location of the signal; the direction of the modem; building layout and walls and other things between your device and modem; the number of wireless devices using the same hotspot.

Why does my download speed vary?

With Skinny (wireless) Broadband you get 4G speeds. Your service will depend on the time of day and how many other users are connected to the same cell site at the same time.

Why are some devices faster than others using Wi-Fi?

Certain devices may use different technologies which will affect the speed. For instance, an older device with a slower processor will be slower than a newer device. What you are actually doing on the device will also affect the speed.

Should I/Can I add antennas to the modem?

The Skinny 4G modem does not come with external antennas. If you are experiencing slow speeds then try placing the modem in another location i.e. near a window or on the windowsill and one metre away from other electrical devices. We certainly can't stop you from adding antennas to your modem, however, we cannot guarantee that they will improve the quality of the signal that you are receiving.


Where can I recycle my old or unused modems?

As you know we don't have our own retail stores, so we've convinced the team at Spark to let us use theirs! You can now take any old or unused modem into your local Spark retail store and drop it in the device recycling bin instore.

My modem is asking me to update it. Should I?

Yep. Huawei has let us know that a few modems will need a quick important update to improve their reliability and the stability of your connection to Spark’s superfast 4G network. We'll let you know beforehand if you're going to receive an update.

Do I still need anti-virus software with Skinny Broadband?

Yes, it's always a good idea to be wary of viruses online and have anti-virus software installed. Unfortunately, viruses are out of our control, so be safe out there!

What happens if I move house?

Just check your new property in the Skinny Address Checker at skinny.co.nz/broadband to see if it is in the coverage area and if it is, let us know you will be using your Skinny modem at this new address, then you're good to go! Just take your modem with you. If you try to use your Skinny modem at a new address without telling us we may disconnect it from our network.

Why can you offer large data allowances for broadband but not on my mobile?

Skinny Broadband is specially designed for use at your home where customers tend to have the most usage. Because you use it at home, your connection and usage are linked to one mobile cell site. This service has been stripped back so we can give you Broadband at no-frills Skinny prices.

Can I get Skinny Wireless 4G Broadband for my bach/holiday home?

Probably! Skinny Wireless 4G Broadband is available in most holiday spots including Omaha, Hahei, Queenstown, Wanaka, Whangamata to name a few.

To find out if you can get Skinny Broadband at your bach, check your address at skinny.co.nz/broadband

I have Skinny Wireless 4G Broadband at my bach/holiday home. How do I put this on hold when I'm not there?

The best thing to do if you are only visiting your holiday home from time to time is to cancel your Skinny Wireless 4G Broadband plan when you leave. This way you stop the plan from auto-renewing and your card being charged. You will need to go into your Skinny Dashboard and press the 'Remove' button on your plan.

Your Skinny account will still be active though, so you can then simply log in again and select the 'Renew' button the next time you arrive back at your holiday home.

Your debit/credit card details will be stored to make it easy for you to reactivate your plan at any point.


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