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What is the difference between peak and off-peak minutes?
Will I be charged for anything extra while using my phone?
How do I make an International Long Distance call?
How can I contact customer service?
Where can I find out the details about a plan?
What happens if I dont talk for a whole minute or drop a call?
What do I do when my account is suspended?
What do I do when my account is deactivated?
Can I remove or add voicemail to my account?
How do I use my voicemail?
Can I block or unblock text messaging from my account?
Can I change my mobile number?
What do I do if I lose my phone?
What if I want to switch phones after I already have service?
How long does it take my phone to be delivered in the mail?
What if I dont want service anymore?


What is the difference between peak and off-peak minutes?
All calls made during peak hours (see Rate Plan details), Monday through Friday are considered peak or anytime minutes. All other times are considered off-peak, or Nights and Weekends.

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Will I be charged for anything extra while using my phone?
You will be charged for any usage not included in your plan; use of any minutes in excess of your plan or services such as 411-Information, text messaging, web access, and international long distance calls will be charged to your cash balance. You can add cash to your account anytime by purchasing a cash card.

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How do I make an International Long Distance call?
To place an ILD call, simply dial the system's access number from your mobile phone before dialing your International number. Instead of entering a PIN as with a typical calling card, the ILD system recognizes your mobile number and automatically accesses your account. You must have a cash balance available in your account to place ILD calls, and additional funds can be added at any time by simply purchasing a cash card. You can also place ILD calls from any other phone. This increases the per-minute rate by only $.015. You must add the phone numbers of other locations to your account by contacting a dealer or customer service, or logging into your account online. Adding numbers allows the system to now associate that location with your mobile phone account.

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How can I contact customer service?
For immediate answers, call the IVR number, which is an automated 24/7 phone system designed to give you the information you need right away. You can find this number on your receipt or other documentation you received when you activated, or you can ask customer service. If you call from your cell phone during peak times, peak minutes will be deducted from your account. Live Chat is an instant messaging service available on this website and located on the home page. Someone should respond immediately during normal business hours. You can also get answers online at anytime by logging into your account with your username and password. You can call customer service at (877) 560-8930 . If you call from your cell phone during peak times, peak minutes will be deducted from your account. Your peak minute balance is updated as soon as the call records are received from the carrier. Most call records are received within 48-72 hours of when you place the call, however some may be delayed longer. Please keep track of your usage as you are ultimately responsible for any overages.

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Where can I find out the details about a plan?
Payment options at local retail locations may vary, but unlike online purchasing, they can accept cash. You can log into your account online or call customer service at the number listed at the top of the screen. Online payment methods include Visa, MasterCard, Discover or Debit Card (must have Visa or MasterCard logo and the CVV number located on the back). If you prefer, you can also activate the convenient Autopay feature. With this feature turned on, we will automatically charge your credit card when you need more airtime. If you do not have the Autopay feature turned on, you must visit the location where you purchased your phone, log into your account online or call customer service at (877) 560-8930 to purchase your next month of service.

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What happens if I dont talk for a whole minute or drop a call?
All calls are rounded up to the next minute. For example, if you talk for 1 minute and 30 seconds, you will be charged for 2 minutes. Dropping calls is unfortunate, but it does happen. You will only be charged for any airtime you used while the connection was active, and there is no extra charge after the call ends. If it happens often, please contact customer service for assistance.

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What do I do when my account is suspended?
If your plan is suspended, you may be out of peak minutes, have a balance owing on your account or your plan has expired. To restore service purchase a plan or cash cards as needed.

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What do I do when my account is deactivated?
You can reactivate your phone online or contact customer service. A reactivation fee may be applied. You may be assigned a new mobile number. Any remaining cash or balance due from your old account will be attached to your new account once the official call records are received about two weeks after the end of your last billing cycle.

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Can I remove or add voicemail to my account?
You can add or remove voicemail at anytime, at no charge, by contacting customer service at (877) 560-8930 .

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How do I use my voicemail?
To set up your voicemail dial your mobile number and press * at the greeting. The system will prompt you to select a 4-10 digit security code and record a greeting. Please keep your security code in a safe place. If you require your voicemail to be reset, all saved voicemails will be lost. You can listen to your voicemail by holding the 1-touch access key, dialing your mobile number or pressing the button on your phone keypad which displays an envelope icon (if available). Follow the voicemail prompts of the automated system. To listen to your voicemail calling from another phone please call your mobile number and press the * key during the greeting. After you enter your security code, simply follow the automated instructions.

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Can I block or unblock text messaging from my account?
You can block or add text messaging at anytime, at no charge, by contacting customer service.

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Can I change my mobile number?
You can change you mobile number anytime by logging into your account online and selecting Update Mobile Number / ESN or contacting customer service. There is a $2.00 fee for changing your number in the same area code and a $7.00 fee for a new area code. Once your mobile number has been changed, the new number must be programmed into you phone before you can make and receive calls.

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What do I do if I lose my phone?
If your phone has been lost or stolen, you can report it missing by visiting the retail location where you purchased your service or call customer service at (877) 560-8930 .

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What if I want to switch phones after I already have service?
If you would like to change phones, you must return to the retail location where you originally purchased your service and select a new phone. If you ordered your phone online or over the phone, please call customer service at (877) 560-8930 . You can also visit any other retail location that carries this program. Once you purchase your new phone, the sales person or customer service representative will update your account, program your new phone with your information, and test.

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How long does it take my phone to be delivered in the mail?
All orders placed online may take between 3-10 days for delivery. Most orders placed before 3 PM PST, Monday through Friday, will be shipped on the same day. Orders placed after 3 PM or over the weekend will be shipped on the next business day. If you do not receive your phone within 10 days, please contact customer service for assistance and a tracking number.

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What if I dont want service anymore?
You will have service for as long as you have an active plan, minutes on your account, and no outstanding balance due. If you do not want to continue with service simply do not buy another plan. You can always come back later and reactivate your service again by purchasing another plan. You will be responsible for any balance due remaining on your account after your service ends.

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Last Updated: 10 May 2008 17:15:57 PDT home  |  about  |  terms  |  contact
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