1. How can I get faster and more stable WiFi Customers often tell us that their internet isn’t working, and it’s really just their WiFi. There’s a lot of confusion about what your internet connection is and what WiFi is and this is totally understandable.              ...
    Date Updated: 17/01/2017
  2. Factory resetting your Skinny Unlimited HG659 modem In some cases a modem may need to be reset back to factory settings. This is different to a reboot or restart (turning it off and then back on again) as it’ll lose any changes you’ve made to the settings. Some people like to change their ...
    Date Updated: 16/01/2017
  3. How do I carry out a Speed Test? If you’re experiencing buffering when watching online TV, or pages are taking a while to load, it’s a good idea to run a speed test to check if that’s the issue. When we at Skinny hear you’re having speed issues, we want to ge...
    Date Updated: 16/01/2017
  4. My Skinny Unlimited Broadband (ADSL or VDSL) is too slow There are a lot of factors which can contribute to a slow internet connection. In many cases it’s something quick and easy you can sort with your equipment.   The most common causes of slow internet are: Wireless signal strength Other devices...
    Date Updated: 17/01/2017
  5. What debit/credit cards do you accept? Visa and Mastercard Skinny supports both Visa/Mastercard/Debit and Credit cards from most major banks. You can do one-off Top-Ups with these cards and you can also load these cards on to your account so that an auto Top-Up can be set up.   Cards we ...
    Date Updated: 17/05/2018
  6. Internet and Mobile Phone Safety   Being with Skinny Mobile means you can have fun and get amongst it with your friends and family when you use your phone. But, if you're receiving upsetting or offensive texts, video and messages, photo messages or phone calls, then the fun s...
    Date Updated: 17/11/2016
  7. How do I report problems such as security issues? We take security very seriously at Skinny and work hard to ensure your data is kept safe. If you believe you have found a security issue in our website or service, please report it to our support team via this link....
    Date Updated: 19/12/2016
  8. Call Me Back Service I need to make a call but I don't have any credit. What can I do? If you’ve run out of credit and need someone to get in touch with you urgently, you can use our 'Call me back' service. This service sends a free text message t...
    Date Updated: 19/12/2016
  9. SIM Swap How can I move my Skinny number/account to a new Skinny SIM?  You can transfer your Skinny number/account to a new Skinny SIM by performing a SIM Swap once logged into the Dashboard section. This is handy if you need to switch from a regular SIM to...
    Date Updated: 17/05/2018
  10. APN (data) settings for Windows Phones What are the APN or data settings for a Windows 6 or 6.5 phone? These settings are for Windows phone OS 6 or 6.5 but may apply to generic Windows phone systems. Create an Access Point Name (APN) 1. Start > Settings > Connections > Connecti...
    Date Updated: 01/11/2017
  11. What do I dial when placing an international call? You will need to dial the following: origination country exit code destination country code telephone number Exit code - Every country is assigned an exit code used when dialing outside of that particular country Country code - Every country is assig...
    Date Updated: 04/10/2017
  12. How do we know when you used your data? How do we know how much data you have used ? How do we know when you used your data? There are two things that the system looks at to calculate when you used your data: 1. When you turned your data on (Session start time) Our systems do not reco...
    Date Updated: 04/07/2016
  13. Why didn’t I get a notification that my Roaming Add-On balances were at 0? As you use the host network to use data while roaming, issues with their network can cause you to not receive you notification. you can check your balance at any time through the App, Online or using the 2424 text service. You will also be automati...
    Date Updated: 05/08/2016
  14. How do I connect my Wi-Fi device to the modem? To establish a connection, you must connect on the device itself.   On your device, check in 'Settings' to make sure that the Wi-Fi name is visible. (The Wi-Fi name is located on the white sticker on the base of your modem and shows ...
    Date Updated: 04/07/2016
  15. I’ve topped up the exact amount for a Plan, but it appears I don’t have enough credit to buy it. I've topped up the exact amount for a Plan, but it appears I don't have enough credit to buy it. What's going on? Some phones have running apps that use a bit of data. We reserve enough credit to cover 2MB for that open data session...
    Date Updated: 29/06/2018
  16. Flight mode (airplane mode) What is flight mode (airplane mode)? Flight mode is a function on most phones & wireless devices that turns off calling, messaging and data network features. This allows you to still enjoy your music, games and all non-wireless functions of y...
    Date Updated: 04/07/2016
  17. Block mobile data I don't use mobile internet on my phone. Can you block any internet usage? Unfortunately Skinny cannot block your mobile data usage. The best way to do this is in your phone settings - it's different for each phone, so best to check your ...
    Date Updated: 04/07/2016
  18. Storing credit card details Can I store my credit card details so that I don't have to enter it every time I top up? You can store your credit card information to save you from having to manually enter it online every time you want to top up. 1. If you don't have an...
    Date Updated: 25/10/2016
  19. How much does MMS/PXT cost on Skinny? How much does it cost to send an MMS/PXT on Skinny? There is a fixed charge of 50c per MMS to any network in New Zealand. You will be charged for each MMS message that is sent from your Mobile Phone (e.g. the ‘send’ button is pressed an...
    Date Updated: 04/07/2016
  20. Lost / stolen device while roaming overseas I've lost my phone while travelling overseas. What can I do?  If you have lost your device while overseas you can block your SIM so nobody else can take advantage of your account. You can block your SIM from within the Dashboard section. ...
    Date Updated: 04/07/2016
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