Frequently asked questions

Here’s a bit of information to help you understand the ins and outs of 4G HD Calling, and what it means for you. See the FAQ below.

HD Calling from Spark is nationwide, with coverage that reaches around 97% of Kiwis.

Check out where you can get HD Calling: See the Spark coverage map

Note: 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. If you can see reception bars and the words 'Spark NZ' displayed at the top of your mobile whilst you are located in the area you’re expecting coverage, you may be eligible for HD Calling (aka VoLTE). Refer to the When can I get HD Calling on my device? FAQ below.

HD Calling is available for iPhone 6s and later with iOS 13. If you're an existing Spark Pay Monthly or Prepaid 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. Learn more about eSIM
    • 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.
  3. 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 Prepaid numbers need to be active before you can request HD Calling. To activate go to spark.co.nz/go or call *333 from your mobile.. Then you can activate HD Calling. Users of Broadsoft, including IP Centrex and Mobile Office, aren't eligible for HD Calling.

 

Phased migration of eligible customers onto HD Calling started late October 2019 and will continue through 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 HD Calling.

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

  • iPhone 6s
  • iPhone 6s Plus
  • iPhone SE
  • iPhone SE (2nd Generation)
  • iPhone 7
  • iPhone 7 Plus
  • iPhone 8
  • iPhone 8 Plus
  • iPhone X
  • iPhone XS
  • iPhone XS Max
  • iPhone XR
  • iPhone 11
  • iPhone 11 Pro 
  • iPhone 11 Pro Max
  • Huawei nova 5T
  • Huawei Mate 20 Pro
  • Huawei P30
  • Huawei P30 Pro
  • Huawei P40 Pro
  • Nokia 7.1
  • Samsung Galaxy A10*
  • Samsung Galaxy A11*
  • Samsung Galaxy A21s*
  • Samsung Galaxy A30*
  • Samsung Galaxy A31*
  • Samsung Galaxy A50*
  • Samsung Galaxy A51*
  • Samsung Galaxy A70*
  • Samsung Galaxy A71 5G*
  • Samsung Galaxy A80*
  • Samsung Galaxy S9*
  • Samsung Galaxy S9+*
  • Samsung Galaxy S10e*
  • Samsung Galaxy S10*
  • Samsung Galaxy S10+*
  • Samsung Galaxy Note9*
  • Samsung Galaxy Note10*
  • Samsung Galaxy Note10+*
  • Samsung Galaxy Note20 5G
  • Samsung Galaxy Note20 Ultra 5G
  • Samsung Galaxy S20*
  • Samsung Galaxy S20+ 5G*
  • Samsung Galaxy S20 Ultra 5G*
  • Samsung Galaxy Z Flip*
  • Samsung Galaxy J6*
  • Samsung Galaxy Xcover 4s*
  • OPPO Find X2 Pro
  • OPPO Find X2 Lite

*Device must be on Android 10 or later

The following phones (Samsung and OPPO) may also be eligible if they're sourced from Spark:

  • Samsung Galaxy A8
  • Samsung Galaxy A8+
  • Samsung Galaxy J3 Pro
  • Samsung Galaxy J4
  • Samsung Galaxy J4+
  • Samsung Galaxy J5 Pro
  • Samsung Galaxy J6+
  • Samsung Galaxy J7 Pro
  • 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.)

If you have an eligible device, get in touch to activate HD Calling or to find out more.

Chat to us

Find your nearest Spark store

Eligibility

  • New Prepaid numbers need to be active before you can request HD Calling. To activate go to spark.co.nz/go or call *333 from your mobile.. Then you can activate HD Calling.
  • Broadsoft including IP Centrex and Mobile Office users can't use HD Calling at this time.

To activate HD Calling on your phone, follow the steps below.

  1. Ensure you have an active Spark mobile plan or pack.
  2. Make sure HD Calling has been activated for you mobile number. You can request this if you have an eligible device or if you’ve been included as part of the migration. Refer to the When can I get HD Calling FAQ above.
  3. Check that you are using the latest software on your phone. (Data charges apply to software updates installed using data, so we recommend downloading software updates over WiFi).
    • Apple iPhone: Settings > General > About Device > Software Update
    • Huawei: Settings > System > Software Update > Check for Updates
    • Nokia: Settings > System > Advanced > System Update
    • OPPO: Settings > Software Updates
    • Samsung: Settings > Software Update > Download and install
  4. Switch HD Calling on in your phone settings.
    • iPhone (iOS 13 and later)
      • 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
    • Samsung: Tap Settings > Connections > Mobile networks. Toggle VoLTE calls
    • Huawei: Tap Settings > Wireless & Networks > Mobile Network. Toggle VoLTE calls
    • OPPO: Tap Settings > Dual SIM & Cellular Network. Choose SIM 1 or SIM 2. Toggle VoLTE Calls
    • Nokia: Tap Settings > Network & Internet > Mobile Network > Advanced. Toggle Enhanced 4G LTE Mode
  5. 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.

If you’d like to disable HD Calling for any reason simply, reverse the steps above. (For iPhone choose 4G, VoLTE Off.)

If your phone doesn’t support HD Calling, don’t worry. Your device will continue to function as is on Spark’s 3G network. Customers in rural areas that have only 4G coverage won't be able to make calls with an ineligible device, including to emergency services.

If data is switched off your phone, you can still make and receive HD calls. Make sure 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.

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

  • Apple: For iPhone 6s and later, you’ll see “4G” in the status bar when using 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 (HD Voice).

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

No, HD Calling doesn't use data.

Yes, you can continue to make three-way conference calls if you’re on a Pay Monthly plan. You can't make three-way calls if you’re on a Prepaid plan.

Yes, if your device is capable of video calling, you'll still be able to make video calls if the person you are calling is also using HD Calling. If you're calling someone who's not using HD Calling, your call will drop to HD Voice (3G) only. If someone who doesn’t have HD Calling tries to video call you, the call won't connect.

For a true HD Calling experience, both the caller and the receiver must be using enabled devices connected to the Spark network in a 4G coverage area. 

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

No, using HD Calling won't affect your wireless broadband. All existing wireless broadband connections already use Spark's 4G network for voice. So you don't need to get a different modem, and you won’t experience slow-downs or data dropouts when making or receiving calls using VoLTE.

We believe our 4G network has been built to provide superior connectivity, speeds and capability compared to older technologies. So we don’t believe there's sufficient need for 3G fallback. Our 4G network, while allowing for small variances, should equal our 3G coverage. As more Rural Connectivity Group (RCG) and RBI2 sites come online, our 4G coverage will continue to expand. 4G HD Calling is an important part of our journey towards 5G.

 

Troubleshooting

 

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

  • HD Calling isn’t activated for your mobile number. You'll know if 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.)
    • iPhone 6s and later: Settings > General > About Device > Software Update
    • 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
  • You haven't switched HD Calling on in your phone settings. To check if you've switched it on, follow the instructions below. 
    • iPhone (iOS 13 and later)
      • 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.
    • Samsung: Tap Settings > Connections > Mobile networks. Toggle VoLTE calls.
    • Huawei: Tap Settings > Wireless & Networks > Mobile Network. Toggle VoLTE calls.
    • OPPO: Tap Settings > Dual SIM & Cellular Network. Choose SIM 1 or SIM 2. Toggle VoLTE Calls.
    • Nokia: Tap Settings > Network & Internet > Mobile Network > Advanced. Toggle Enhanced 4G LTE Mode.

If you've just switched HD Calling on in your phone settings, restart your device after 15 minutes 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.

Still not working? Chat to us

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.

Customers in some rural locations may notice they have coverage with Spark where they didn’t previously. This may be due to a recent RBI2 site being switched on. To be able to make a call through the HD Calling network, you must have an eligible device and have the service turned on by Spark. If you have an iPhone, you can switch this on yourself. See the above FAQs to check your eligibility and find out how to request HD Calling. If HD calling isn’t active on your line you won’t be able to make calls – including to emergency services.