Billing Questions
Health
Online Account Management
Information
- Amber Alerts
- CTIA Consumer Code
- FAQ
- Handset Support
- Hearing Aid Compatibility
- Lifeline Program
- Minnesota Lifeline/ETC Program
- Phone email
- Terms and Conditions
- Text Messaging
Ringtones and Graphics
Blackberry
Prepaid
Help Topics
Billing Questions
Activation
What type of information will I need to provide in order to activate
cellular service?
In addition to your name, phone number, and home and billing addresses, you will
need to provide your social security number, driver's license number, the name
of your employer and your work phone number. This information is required for a
credit check, which is run on all cellular service applicants (except Prepaid
Cellular Service customers).
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Contract terms
What is the difference in 1 yr or 2 yr contracts?
Contract lengths determines the availability of special phone, rate plan or
other discounts. All other terms remain the same. Please consult the terms and
conditions on your service agreement for more details.
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Fraud
What should I do if I detect fraudulent usage on my account?
If you suspect fraudulent usage on your account, please contact a Customer Care representative immediately. A Customer Service number should appear on your bill statement or on the website you are using. You can also reach Customer Service from your cellphone by dialing 611
Monthly charges
How much will my cellular bill be each month?
It depends on how many calls you make, how long each call is and what time of day you make your calls. Cellular providers charge for airtime by the minute, with possibly slightly higher rates charged during peak periods of the business day, and generally reduced rates for off-peak usage. Besides peak and off-peak usage, also included will be the rates for roaming where the phone was used outside of the home calling area. Bills will include the appropriate taxes for your city, county, and state plus the various federal charges required by law.
What is Local Calling (Home) Area?
The region across which the call is truly local, involving no toll charges for long distance or roaming.
How is my airtime billed?
Billing is based upon how many minutes of airtime you use each month. You pay for the time used while making calls on the cellular network. You'll start using the network when you push the SEND button on your phone, and stop when your call disconnects--which happens a few seconds after you've pushed the END button. Calls placed on your cellular phone are typically billed in full, one-minute increments, rounded up to the nearest minute, including all minutes in package airtime plans. Airtime rates can vary, based upon your cellular provider and the service plan you've selected. Bills can also be affected by minutes used on other cellular carriers or while 'roaming'.
What is the Access Fee?
A fee that local telephone companies are allowed to charge all telephone customers for the right to connect with the local phone network. The fee is paid by wireless subscribers.
What is Peak/Off-Peak?
Peak times are the part of the business day in which wireless customers pay full
service rates, usually during business hours. Off-Peak is the periods of time
after the end of the business day and on weekends that carriers offer discounted
airtime charges. Refer to your rate plan about your peak and off-peak times
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What is Service Charge?
The amount you pay each month to receive wireless service. This amount is fixed and you pay the same fee each month regardless of how much or how little you use your wireless phone.
Roaming
What is 'roaming'?
'Roaming' is the term for using your cellular phone outside of your usual or 'home' coverage area. When you travel outside of this area, you 'roam' onto another cellular carrier's system. Your phone's display will typically indicate 'Roaming' when you've passed outside of your home area.
Health
In the United States, the standards are set by two expert organizations: the Institute of Electrical Engineers and the National Council on Radiation Protection and Measurement. The Federal Communications Commission (FCC) then established guidelines based on these standards.
How are cellular phones tested for SAR levels?
The two most generally accepted methods for measuring SAR values are the direct method using a model called a "phantom" to simulate the human body or computer modeling. Phones are tested using the most extreme conditions, also called the "worst case scenario," i.e., they are tested at their peak power for 30 minutes and in the exact same position.
Do all wireless phones in the U.S. meet accepted SAR standards?
Yes, all phones sold in the U.S. have passed the tests for specific absorption rate exposure limits according to commonly employed industry practice. These test results are rigorously reviewed by the FCC and certified by the FCC before phones are marketed to the public. As part of the quality control process, manufacturers regularly test their products to ensure they meet FCC guidelines.
Safety
Is the wireless industry doing anything about mobile phone safety?
The Cellular Telecommunications Industry Association (CTIA) and its member companies have devoted over $25 million to an independent research effort and continue to contribute to research worldwide to investigate any possible health effects that could occur from the use of wireless phones. In the United States, CTIA and the wireless industry are working with the U.S. Food and Drug Administration and abroad with the World Health Organization to further continued research.
Should I use a device, like an ear bud, to keep the phone away from my head?
There are no health reasons to keep the phone away from your head. CTIA and the industry are pursuing with the FDA the follow-up research to the WTR studies. The industry world-wide is participating in an effort to standardize the safety limits for use on wireless phones. The limits established in the United States are among the most stringent in the world. There is no health reason to use an "ear-bud " or similar device. If a person wants to use it, it is their personal choice.
Online Account Management
What methods do you provide me to pay my bill online?
The current methods of online payment include: One-time payments via debit card, credit card or EFT (Electronic Funds Transfer) through your banking account. You may also set up recurring payments via these methods. Simply follow the links to Manage My Account.
Why do I not see a payment that I made or an adjustment that should
be applied on my bill?
Your current bill, paper and online summary, does not show payments or
adjustments applied after the billing date listed on your statement.
Why do my calls not appear in overall date and time order?
The calls appear in date and time order within the sub-grouping of local or roaming location.
How can I verify my online payment was received and posted to my account?
After logging into Manage My Account, select your account number on the left
side tab. This will drop down a menu that contains a section called "Payment".
Select "Payment", then "Payment Inquiry". Enter a date range to view and press
the search button. Payments received during the entered date range will display
under the search area.
Information
To provide consumers with information to help them make informed choices when selecting wireless service, to help ensure that consumers understand their wireless service and rate plans, and to continue to provide wireless service that meets consumers' needs, the CTIA and the wireless carriers that are signatories have developed a Consumer Code. The carriers that are signatories to this Code have voluntarily adopted the principles, disclosures, and practices for wireless service provided to individual consumers. Click here to read more.
Lifeline is a government assistance program that offers qualified, low-income customers a discount on their monthly wireless phone bill. Lifeline and Link Up assistance is only available to qualified, low-income customers in limited geographic areas. Lifeline assistance is only available for one wireless phone per household. For more information click here.
What is the Minnesota Basic Universal Service?
For more information about the unlimited local calling plan for customers in select areas of Minnesota, click here.
Phone email
How can I get Phone E-Mail?
All customers who automatically have Phone E-Mail. Your e-mail address for your phone is: (your 10 digit phone number) @mobile.celloneusa.com.
What is SMS (Short Messaging Service)?
Electronic messages on a wireless network. These are messages either sent from the cellphone or received by the cellphone. Prices for sending SMS messages are based on the chosen rate plan. Commonly referred to as text messaging.
How long are text messages?
Text messages that are sent phone to phone can be no more than 160 characters long including the sender's name, subject field and call back number and text body. The messaging page will not deliver the part of a message that exceeds 160 characters. Text messages that are sent phone to e-mail or e-mail to phone can be up to 459 characters. Messages longer than 153 characters are broken into 2 - 3 smaller messages before delivering to the phone. For instance, you can send a message that is 400 characters long, and it will arrive on the phone as two 153 character messages and one 98 character message.
If the text message is not at first received, what happens to it?
A phone cannot immediately receive a text message because: 1.) the recipient's phone is taking a voice call 2.) the phone is turned off 3.) the phone's message memory is full 4.) the phone is out of the service area. The network will store the text message for delivery at a later time. After a message has gone undelivered for 72 hours, the message will be discarded.
Where is Text Messaging service available?
Customers will be able to receive text messages anywhere within the Home or Extended Calling areas. In some locations, such as in an elevator or tunnel, a phone will not receive signal.
Can all phones receive text messages?
No. The requirements to receive text messages are: 1.) Only approved digital phones can receive text messages. 2.) Your phone must be powered on. 3.) The text messaging memory of your phone is not full. 4.) Subscribers to prepaid wireless services may not be able to send or receive text messages.
When would a sent message not be received on a phone?
A wireless phone may not receive a text message if: 1.) The phone is not receiving a signal (for example, it is in a tunnel). 2.) The phone is not in the service area. 3.) The text message memory of the phone is full. 4.) The message was not addressed properly. 5.) The phone is not powered on.
What is the delivery time for text messages once they are sent?
Approximately 2 minutes
Can a sender verify that a message has been received or read?
No. The sender does not receive a confirmation of delivery or notification that a message has been read by the recipient.
How many messages can a handset hold and what will happen if the memory limit of the phone is reached?
In general, it depends on the handset manufacturer. Subscribers should refer to their User's manuals to determine the memory limitations of their specific handset and the proper procedures for erasing old text messages in order to allow new text messages to reach the handset.
What should I do if I have problems sending or receiving text messages?
There are several actions you can take to ensure you are correctly sending text messages. See the Troubleshooting section in the phone manufacturer's user guide for more help.
Can I respond to text messages with my handset?
Yes, each outgoing text message is charged to your bill at the current per message charge. You can contact Customer Service about special text messaging packages which could reduce the cost of each text message. In most phones, you can simply follow the links to reply to the message with another text message.
How will I know if I have received a text message?
Normally, your phone will "beep" and light up when a text message has been received. You will see ' Message Received' and the letterbox will be displayed.
Are there any special characters that cannot be sent to the phone?
All keyboard-based characters will work in your text messaging including: @, #, $, %, ^, &, * and /.
How do I send a message?
The "recipient's cellular phone number" and "Message" fields must contain valid information in order for the message to be sent. Some handsets also allow you to fill in the "From" and "Subject" fields, as well as choose a timeframe for your message to be sent.
Important information about sending a message
1.) The maximum length of a message is 120 characters. 2.) Messages can only be sent to wireless customers with compatible phones 3.) wireless carriers cannot guarantee delivery of text messages.
A Graphic is a image that can be displayed on your handset. With graphics, your handset can be a true reflection of you.
How many Ringtones and Graphics can I store?
Please refer to the handset manufacturer's instruction manual on how many downloaded Ringtones and Graphics can be stored. Once you download more Ringtones or Graphics than can be stored by your handset, you will have to delete older Ringtones or Graphics to free up memory.
How do I pay for Ringtones or Graphics?
There are two payment options for purchasing ringtones. 'During the purchase process, you will be asked to create an eWallet account. Your eWallet account will bill your credit card for your purchases. Or, depending on your service plan, you can sign up to have all ringtones and/or graphics to be billed directly to your account.
How do I purchase Ringtones or Graphics?
From the home page, click on Entertainment, and start browsing our great
selection of Ringtones and Graphics. Some sites require you to create an account
prior to browsing the selections.
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How do I see my previous purchases?
Click here to Manage your eWallet. This link will take you to the eWallet site and you can view purchased ringtones.
A Ringtone is a musical song clip played from your phone when a call is received or as an audible alert is selected.
What are Polyphonic and Monophonic Ringtones?
Polyphonic Ringtones are multi-channel and sound more realistic than Monophonic Ringtones. Monophonic Ringtones are based on one channel of sound.
ANSWERTUNES lets you replace the ringing sounds that your caller hears while waiting for you to answer with a tune personalized for them. You can select from a wide variety of content including but not limited to; popular songs, celebrity sound bites, TV or movie quotes, and jokes.
Does it matter what kind of phone I have?
You may use the ANSWERTUNES service with any GSM phone. Check with Customer Care at 611 if you have any questions about the type of phone/service you have.
Are ANSWERTUNES different than Ringtones?
Yes, ANSWERTUNES are different than Ringtones. Ringtones are what you hear as
your phone rings when someone calls you. ANSWERTUNES are what the caller hears
as your phone rings when they call you. Ringtones are downloaded to your phone
and stored within the handset. ANSWERTUNES are not downloaded. They are stored
on the cellular network in your own personal "library" that you can access and
manage via the web, or from your handset. And because your ANSWERTUNES are
stored on your cellular provider's servers you can move your SIM card to another
phone and your ANSWERTUNES will not be affected. Each ANSWERTUNE will have an
expiration date associated with it. As the expiration date approaches, we will
alert you via a text message so that you may renew or purchase another
ANSWERTUNE.
How do I get the ANSWERTUNES service?
New subscriptions to the Cellular One Answer Tunes service are longer available as of Jan/19/08. If you are interested in subscribing to the AT&T Answer Tones service you must first subscribe to an AT&T Cell Phone Plan. To learn more click here.
How do I pay for my ANSWERTUNES?
The charges for ANSWERTUNES will be shown on your bill just like any other feature. The monthly service charge for the ANSWERTUNES service is $0.99. The annual charge for each ANSWERTUNE placed in your personal library is $1.99.
How do I Assign Callers to ANSWERTUNES?
From the website select the ANSWERTUNES option. Sign in then click My Callers, click Add Caller and follow the online prompts. Once assigned the ANSWERTUNE will be played for the caller when they call you. Callers will no longer hear the Standard ring or default tune. You can also assign a caller to a group. Once a Caller is assigned to a Group, he or she will hear the tune assigned to the Group. Use Help to find out about Groups.
How do I Assign Default ANSWERTUNE?
From the website select the ANSWERTUNES option. Sign in then click "Manage My ANSWERTUNES" and click on the "My library" tab. Here you can assign a tune to make it default by choosing "Assign" next to any tune. You can also assign "Shuffle All Tunes" as your default tune. Default tunes, as any other tune, can be set for different times of the day, week, or month. This tune will be heard by anyone who calls you including callers in your library that has not been assigned an ANSWERTUNE. As soon as you assign an ANSWERTUNE to a Caller or Group, they no longer hear the default ANSWERTUNE.
How do I Assign Tunes to Different Times of the Day?
When you assign a tune, you also decide what time this assignment will be active. You can choose to have any ANSWERTUNE play all day long, a portion of the day or on a specific day of the week/month. Once you assign a schedule, you can easily change it. Simply go to "My Callers" from ANSWERTUNES home page and change any assignment you have previously done.
How do I Shuffle Tunes in my Library?
By using the shuffle feature, you can randomly play the ANSWERTUNES in a Playlist to your callers like any other tune. Select Playlists from the ANSWERTUNES home page and follow the prompts.
Will ANSWERTUNES work with my phone? Will everyone who calls me be
able to hear my ANSWERTUNES?
ANSWERTUNES are available to all our GSM customers. Once you have purchased and
assigned ANSWERTUNES, all callers will be able to hear them. It doesn't matter
where they're calling from or the type of handset they are using.
Is there a limit to how many people can hear my ANSWERTUNES?
There are no limits to how many people can hear your ANSWERTUNES.
Can I listen to ANSWERTUNES prior to purchasing?
Yes, you may listen to ANSWERTUNES free of charge via the website.
Are ANSWERTUNES available to prepaid customers?
ANSWERTUNES are currently not available to prepaid customers.
Can I select different ANSWERTUNES to play for different callers?
Yes, you have the ability to assign a different AnswerTune to each caller or
assign an AnswerTune to a group of callers so they all hear the same Tune. Of
course, the number of ANSWERTUNES you can assign depends on the number of
ANSWERTUNES you have purchased.
What if I want several callers to hear the same ANSWERTUNES?
If you would like several callers to hear the same AnswerTune create a group that contains all callers you want to hear a specific ANSWERTUNE. You may create several groups with each to hear a different ANSWERTUNE and move callers between groups any time you wish.
Can I select the time of day my callers hear ANSWERTUNES?
You can designate the time of day you want your callers to hear an ANSWERTUNE and assign tunes to a specific number, group, or to everyone that may call.
How do I change/manage my ANSWERTUNES?
From the website select the ANSWERTUNES option. Sign in then click "Manage My ANSWERTUNES".
How many ANSWERTUNES can I have in my library?
You may have up to 99 ANSWERTUNES in your personal library.
Will ANSWERTUNES work while I am roaming?
Yes. When someone calls you while you're roaming (on any network) they will hear the ANSWERTUNES you've assigned to them.
Will ANSWERTUNES work if I am abroad?
Yes. When someone calls while you are roaming outside the U.S., the caller will hear the ANSWERTUNES you've assigned to them.
BlackberrySoftware Updates and Technical Support
Where can software updates be found for the Blackberry?
BlackBerry Users: software updates can be found at the following link: https://www.blackberry.com/Downloads/entry.do?code=F340F1B1F65B6DF5B5E3F94D95B11DAF. If you experience issues, contact technical support toll-free at 888-771-7022.
How do I setup or access my BlackBerry email?
If you use a BlackBerry within a company, you will need to contact your information technology department for help with your settings. If you use your BlackBerry outside of a company, then you need to create an account to begin sending and receiving email on your BlackBerry device. Go to http://www.cellularone.blackberry.com/ to get started.
How do I check my balance?
Using your mobile phone, Dial * 225 # and press SEND for text balance. You can also call *611 from your mobile phone or 1-800-217-0367.
How will I know when I have run out of money?
There will be a balance reminder which is a 30 second tone before the end of the call to notify you that the money is low and that you need to refill.
Does the balance reminder feature deduct credits from my balance?
No - There is no charge for the balance reminder.
Can I turn off the balance reminder feature?
No - There is no way to turn off the balance reminder feature.
How do I deactivate Cellular One Prepaid?
You can call customer service at 1-800-217-0367 (required for recurring payments), or you can simply let your minutes expire.
How do I change my rate plan?
Call *611 from your mobile phone or 1-800-217-0367 and talk to a customer care associate.
What is the calling area for Cellular One Prepaid?
Cellular One Prepaid provides nationwide coverage. Note: some features may not be supported when using our partner networks.
Is there a charge for calling numbers outside of the Cellular One Prepaid coverage area?
No, a call to numbers outside the Cellular One Prepaid area is allowed as long as calls are made from the Cellular One Prepaid coverage area. Domestic long distance is included at no charge within all of our service plans. There is an additional charge for making International calls.
f I travel outside of my coverage area, will I still be able to make phone calls, receive text messages, etc.?
No, your phone will not operate outside of the coverage area. Please review the coverage map, which shows the coverage area. The maps are an approximate representation of coverage. Actual cellular coverage may vary due to terrain, weather or customer equipment.
What are my payment options for Cellular One Prepaid service?
Payments via cash, credit or debit card, or bank account may be made at any Cellular One location; you can use your debit/credit card by calling 1-800-217-0367 or going to www.celloneusa.com. Note: bank accounts not available for payment at Cellular One location and such payments may incur an additional $1.00 fee.
Cellular One authorized dealers and other retailers have varying payment acceptance policies. Please see each individual location for details.
Where can I find the pin on the prepaid refill card?
The 14 digit PIN number is located under the silver box on the back of the prepaid card. Scratch off the silver box to reveal the PIN number.
What values of prepaid refill are available and how long do my minutes last?
The values are as follows: $20, $30, $50 and $100. Your funds will expire after 90 days. If you replenish prior to the end of the ninety day period, your funds will carry over to the next 90 day period.
What if I have a balance on the prepaid refill card when it expires?
If the card is not refilled before the expiration date any money still on the card will be lost.
Can I still receive calls when my prepaid account expires?
No - once the refill card is expired the phone will not be able to receive calls.
Can I still use data services when my prepaid account expires?
No - once the refill card is expired the phone will not be able to receive or send messages.
What should I do if I lose the prepaid refill card?
Unfortunately we can do nothing about this. It is recommended that PINs be applied as soon as possible to prevent this possibility.
Can I purchase prepaid refill cards for other users?
Yes - in our retail locations you will need to know the mobile number to apply funds.
What can I do if I cannot successfully put in my refill card PIN number?
If two incorrect attempts were made to type in the PIN number on the card, your phone will be barred from adding a PIN number. Call Customer Care at 1-800-217-0367 or *611 (on your mobile phone) and they will unbar your phone and assist with the PIN number application.
How much does Voice Mail cost for Cellular One Prepaid?
Voicemail is included in your service. Airtime will be charged for voicemails retrieved.
How do I reset my Voice Mail?
Call *611 from your mobile phone or 1-800-217-0367 and talk to a customer care associate.
How will I know if I have received a new text message?
There should be a visual indication with an icon or pop-up message on your phone showing that you have received a text message. What you see will depend on your model of phone. Refer to your phone's owner?s guide for details.
Can I download graphics, ringtones, and games on prepaid?
Yes - If supported on your handset - You can download at published prices via our online storefront or via your handset. Please note: per KB charges apply for downloads unless you are on a data plan.
Can I send pictures, videos or graphics to my friends and family (MMS)?
If your handset supports data services (check your handset user guide), you can send Multimedia Messages.