Enhanced Mobile Voice
Early Deployment Trial

Thank you for your interest in taking part in our Enhanced Mobile Voice early deployment trial.

On this page you can find out more about the trial, register to take part and complete your feedback.

We’re pleased to have you onboard and hope you have a great experience as we continue to enhance your experience on our network. Your help with the trial will enable us to improve the service before the official launch.

Benefits of Enhanced Mobile Voice

Enhanced Mobile Voice from Sure uses a technology known as VoLTE, or Voice over Long Term Evolution (LTE).

It's the ability to make voice calls over a 4G data network, rather than the 2G or 3G connections which are usually used. We tend to think of 4G as mostly being about downloading, streaming and web browsing, and indeed that's primarily what it's been used for so far, but it can also be used for calls, with a number of benefits:

Superior call quality

Enhanced Mobile Voice enables high-definition (HD) voice quality that makes a mobile call sound as if you’re talking in person. Also known as wideband audio, HD voice uses a wider frequency range than narrowband voice services, which allows background noise to be reduced and callers’ voices to be enhanced. Callers can hear each other clearly and pick up more subtle tones of voice.

With this superior call quality, users can have better conversations. For businesses, better call quality will save time for employees and boost their efficiency.

Essentially it’s an HD voice call and it’s a much richer experience over all.

Improved Coverage and Connectivity

Enhanced Mobile Voice can connect calls up to twice as fast as the current methods and as 2G and 3G connections will still be available when there’s no 4G signal it simply means that there’s greater mobile coverage overall. Enhanced Mobile Voice enables calls to be made and received from locations with a 4G signal but no 2G or 3G. 

You might think that would be a rare occurrence, but some of the frequencies that 4G operates on, have far greater reach than 2G or 3G spectrum, so you’ll be able to get signal further away from a mast or in buildings which other signals struggle to penetrate

While 2G and 3G services will likely remain they won’t be as necessary as they are now and much of the spectrum used for 2G in particular could potentially be repurposed to increase capacity on 4G networks.

Calls Connect Faster

For voice calls on 2G and 3G networks, the time it takes to establish a call with someone can be lengthy. The delay sometimes feels like the call is not going through at all. With Enhanced Mobile Voice, call set-up times are greatly reduced so that people can connect with each other more quickly.

Longer Battery Life

Anyone who currently uses 4G could also find their battery life increased when using Enhanced Mobile Voice.

Without Enhanced Mobile Voice whenever you make or receive a call your phone has to switch from 4G to 2G or 3G, and then once the call is finished it switches back again. All that switching, plus the need to search for a different signal each time, can give the battery a significant hit.

About the trial

What is Enhanced Mobile Voice?

Enhanced Mobile Voice uses a technology called VoLTE. VoLTE stands for Voice over LTE (Long Term Evolution – or more simply, 4G). It's the ability to make voice calls over a 4G LTE data network, rather than the 2G or 3G connections which are usually used.

We tend to think of 4G as mostly being about downloading, streaming and web browsing, and indeed that’s primarily what it’s been used for so far, but it can also be used to improve calls.

How do I register for the trial?

If you have been invited by Sure to register for the trial, please get started by registering your number(s) here.

Please note the Enhanced Mobile Voice trial will only work with:

  • iPhone 7 or later, and;
  • iOS13 or later.

Once you have completed this registration form, our engineers will enable your number and you will receive an SMS confirmation once this is done.

You will also need to enable VoLTE on your phone (instructions are detailed below). You can do this at any time, but please note it will not work until our engineers enable your number. 

Can I sign up others for the trial?

In the trial phase we are only inviting selected business customers and their staff to participate. 

The registration form enables multiple numbers to be entered so that one person within a business can register all eligible staff to participate.

Sure's engineers must then enable the telephone numbers to access Enhanced Mobile Voice. This means you won’t be able to enable Enhanced Mobile Voice on anyone else's phone (i.e. simply enabling VoLTE on the handset without completing the registration form will have no effect).

Do I need to change my phone settings?

Yes. Enhanced Mobile Voice uses the technology known as VoLTE, therefore you will need to enable VoLTE on your handset.

To enable VoLTE go through the following steps:

iPhone > Settings > Mobile Data > Mobile Data Options > Voice & Data > 4G, VoLTE ON

NOTE: to disable VoLTE, simply change this setting back to "4G, VoLTE Off"

This trial will only work with:

  • iPhone 7 or later, and;
  • iOS13 or later.

 

How do I make calls using Enhanced Mobile Voice?

Once you receive the SMS confirmation from Sure, and you have enabled VoLTE on your handset, just use your phone as you would normally.

 

Is there a price difference for Enhanced Mobile Voice ?

No, using Enhanced Mobile Voice does not cost anything extra.

Enhanced Mobile Voice calls are treated the same as a regular phone call and deducted from your monthly minutes allowance, or if you’re paying per minute, a Enhanced Mobile Voice call will be charged per minute – the same as any other call.

Although a Enhanced Mobile Voice call uses data to carry the call, the data used does not come from your monthly data allowance.

What happens if I move to an area with no 4G while making a call?

Your call should continue uninterrupted.

Enhanced Mobile Voice is designed to “drop down” from VoLTE to 2G or 3G if you lose 4G during a call.

If you do experience a dropped call, please let us know (as per the instructions below). Your experiences and reports will help us to make Enhanced Mobile Voice more reliable and resilient for all our customers when Enhanced Mobile Voice is rolled out to everyone.

Will Enhanced Mobile Voice work when roaming?

Sorry, Enhanced Mobile Voice does not work while you're roaming off island. But you will still be able to make calls over 3G and 2G as normal without adjusting your settings.

How long does the trial last?

There is no end date set for the trial.

If you no longer wish to participate you can switch VoLTE off on your handset at anytime (following the instructions for turning VoLTE on above) however we would very much appreciate it if you could give us your feedback on why you have chosen to end the trial by emailing volte@sure.com

What if I don’t have the right handset?

Unfortunately if you use any handset other than an iPhone 7 (or later) and iOS13 (or later) you won't be able to participate in the trial.

Normal voice services will of course work on your handset, however Sure's Enhanced Mobile Voice is not compatible with other handsets or operating systems at this time.

I've lost my phone and/or gotten a new SIM during the trial - what do I need to do?

When our engineers enable your phone number to access the Enhanced Mobile Voice trial, they link this to your specific SIM card details. Therefore if you lose your SIM, and/or replace it with a new SIM, Enhanced Mobile Voice will no longer work.

If this happens please email us at volte@sure.com to let us know so we can enable your new SIM and you can continue with the trial.

Feedback

General (or positive) feedback

If you’ve had a great experience and want to tell us about it, we'd love to hear about it!

Please email volte@sure.com (please only email with general comments on the service, specific issues with calls should be logged using the below form).

 

Issue reporting

Your help in reporting issues will help us to improve the service for all users, please report any issues using this form.

To enable us to establish the cause of any issue, please complete this form in as much detail as possible.

Please note that as this is trial service, our standard SLA’s for fault fixing do not apply. 

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