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 No Contract and Lifeline customers).
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What is the contract term at CellularOne?
The contract term is 18 months.
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What should I do if I detect fraudulent usage on my account?
If you suspect fraudulent usage on your account, please contact Customer Care immediately.
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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.
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.
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What is roaming?
Roaming is the term for using your cellular phone outside of your Home Calling Area. When you travel outside of this area, you roam onto another cellular carrier's network. Your phone will typically display the name of another carrier when you are roaming.
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Where can I pay my bill?
You can submit your payment by mail or pay your bill at any Cellular One retail store or participating authorized dealers. You can also call Cellular One Customer Care and pay your bill over the phone or go to txok.cellonenation.com, click on "My Account" and login to pay your bill online.
What payment methods are accepted?
Payment methods vary, depending on where you pay your bill. Credit cards and checks are accepted for payments by mail.
How can I check the RF level of my phone?
Manufacturers of wireless phones must report the RF exposure level for each model of phone to the FCC. The FCC website (http://www.fcc.gov/oet/rfsafety) gives directions for locating the FCC identification number on your phone so you can find your phone's RF exposure level in the online listing.
What is considered a safe level?
All wireless phones sold in the United States meet government requirements that limit their RF energy to safe levels. The relative amount of RF energy absorbed in the head of a wireless telephone-user is given by the Specific Absorption Rate (SAR). The FCC requires wireless phones to have SAR levels no greater than 1.6 watts per kilogram.
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How do I keep my number?
Cellular One is committed to delivering cellular service in an honest and straightforward way. Our honest and straightforward approach is exactly what you will get when it comes to Wireless Local Number Portability, which is the ability to bring your phone number with you when you change wireless and other carriers. Like many other things, WLNP sounds simpler than it actually is. Cellular One will tell you exactly what to expect and how to avoid surprises with WLNP.
Information Needed to Port:
You will need to bring a government-issued identification card or driver's license. Cellular One will also need to know details on your existing account. In order to speed up the process, we recommend that you bring a bill from your existing carrier when you request a port. In absence of a bill, you should know the exact details of your account, including name (exactly as it is listed with your existing service provider), address, account number and mobile phone number.
Porting Time Requirements:
On average, the porting process will take a minimum of 2.5 hours for a wireless to wireless port and at least five business days for a wireline to wireless port. These are minimum times. Please be aware the process can take much longer.
Where to Begin:
Disconnected numbers are not eligible to port. It is imperative that you begin the porting process with Cellular One. We will contact your existing service provider and initiate the disconnection process for you.
Contract Termination Fees:
If you are currently under a service agreement contract with your exisiting service provider, you may be charged early termination fees based off of your providers terms of contract. These charges will be issued by your existing provider and not by Cellular One.
Cellular One requires you to use an approved Cellular One handset in order to switch service.
Rate Center Restriction:
WLNP only allows for porting numbers from one carrier to another within a given rate center. In addition to being located in the same rate center, you will need to meet the following requirements:
a) Your service must be in an area where Cellular One is licensed to offer service.
b) Your existing service provider must give Cellular One approval before the number can be ported.
In order to port your number, you will be required to give written authorization to Cellular One. This protects you from having your number switched to another carrier without your consent. The approval process will also involve your existing service provider validating the account information you give to Cellular One.
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Who can port their Mobile Dialing Number (MDN)?
Any wireline or wireless customer is eligible to port a number as long as they meet a few pre-validation criteria. A customer's number must be included in the rate center where their number resides (based on the rate center assigned to the number). In addition, the Old Service Provider (OSP) must give approval to port the number before the number can be ported (though carriers are forbidden from holding up ports except to confirm customer validation). The customer can port their number through a Cellular One retail store, authorized dealer or Direct Account Executive.
What is a Rate Center?
A Rate Center is defined as that point within an Exchange Area defined by rate map coordinates used as the primary basis for the determination of long distance rates. This is a wireline term, but all telephone numbers, including wireless numbers, are assigned to a particular rate center. This allows proper rating of inbound, land-originated calls to the number, among other things. In order to port in a number, the carrier must offer service in the market where the rate center resides.
What is an Exchange Area?
A geographic area in which telephone service and prices are the same. The concept of exchange is based on geography and regulation, not equipment.
Will Cellular One port a wireline customer to wireless service?
Yes, as long as the number passes the eligibility requirements listed above, then the number is eligible to port. Please be aware that wireline to wireless ports normally take a minimum of five business days to complete, and may take longer, depending on the carrier you are porting from.
What is a Simple Port Request?
A request from a customer with a single-line account to deactivate all services, and asking to port customer's telephone number (or Mobile Dialing Number) to the New Service Provider. Other ports are Complex Ports, including without limitation the porting of a single-line from a multi-line account, the porting of a number assigned to a reseller's customer, and any port that requires complex switch translations.
How long should a port take?
Generally, the industry standard is 2.5 hours for a simple Wireless-to-Wireless port, and five business days for a simple Wireline-to-Wireless port. There are certain instances when the Old Service Provider (OSP) may issue a delay, so these times are the best-case scenario. The customer should be prepared for a longer wait time. Complex Ports, because of their more complicated nature, will take longer than a simple port. Porting delay times will vary from carrier to carrier. When Cellular One is porting a number out to a new carrier and the request constitutes a simple port, all numbers (with the exception of reseller numbers) will normally be ported out in 2.5 hours barring problems with the port request, or system delays). Reseller numbers will be ported out after a 72-hour delay. This delay is necessary for the reseller to verify the information in the Wireless Port Request (WPR). Cellular One does not keep the information necessary to verify that the customer requesting the port is the person who owns the number.
When will Cellular One deny a Wireless Port Request (WPR)?
There are actually only a few valid reasons why a Wireless Port Request (WPR) can be denied. These include:
1) New Service Provider (NSP) is attempting to port the number when they do not offer service in the market where the rate center resides.
2) The number has been disconnected prior to the port request being started.
The customer is moving out of the area. Can they take their Mobile Dialing Number (MDN) with them?
If the customer is moving outside of the local geographic area (rate center), they will not be able to take their MDN with them and activate it as a local phone number. MDNs must be ported within the same rate center per FCC guidelines.
Does the customer need to deactivate their old service before they bring their Mobile Dialing Number (MDN) to Cellular One?
No, they should not do so. Once the number has been approved for transfer, the MDN and account with the Old Service Provider (OSP) should automatically be deactivated. It is recommended that the customer follow up with the OSP after the successful port just to be certain. (Note: If you deactivate your account outside of the WLNP process, your number will no longer be available to port to Cellular One.)
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How do I access my account online?
Go to www.cellonenation.com and click on "My Account."
How much does it cost to manage my account online?
Online account management is free to all Cellular One customers.
What can I do from the account management website?
You can check minute usage, account balance, rate plan details, and detailed call information. You can also make a one-time payment or sign up for recurring automatic payments.
What payment methods do you accept online?
You can pay with a credit card (MasterCard, Visa, American Express, or Discover) or with electronic funds transfer from your bank account. All types of payments can be set up to pull the payment one time, on demand, or automatic recurring. We do not accept true debit cards with PIN but will accept them as credit cards.
Why do I not see a payment that I made or an adjustment that should be applied on my bill?
Our current bill (paper or online) does not show payments or adjustments applied after the billing date listed on your statement.
How can I verify my online payment was received and posted to my account?
The payments and adjustments should be viewable in the overall total balance due number.
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What is a Payment Arrangement?
A Payment Arrangement allows customers in good standing to pay later than the service interruption date. We know from time to time life happens. We are here to help!
What is serivce interruption?
Your account may be suspended for a past due balance. Your service is no longer usable when this happens, and you are assessed fees; we call that an interruption. It typically occurs about 15 days after the due date.
Will establishing a payment arrangement eliminate late fees?
You will still get late fees, but you can avoid getting the fees associated with a service interruption by creating a Payment Arrangement.
Are there penalties for missing the agreed upon payment arrangement date?
If you fail to meet the agreement for the payment arrangement you will not be qualified for another arrangement for 90 days.
Can I set an arrangement for a date prior to my service interruption date?
No arrangement is required if you are paying before the service interruption date.
What if I need more time to make a payment?
The available dates are highlighted on the Payment Arrangement calendar. If you need more time you will need to contact a specialist at 1.866.702.1248 to see if we can make any special consideration.
What is the benefit of setting up a payment arrangement?
You can avoid service interruption and the fees associated with that. You will also stop receiving some of our notifications about a balance due. If you have any other questions about Payment Arrangements feel free to email us.
Want to set up a payment arrangement now?
Click here to make a Payment Arrangement.
How do I place an emergency call?
Dial 911 and press the "send" key if you are faced with an emergency situation. Identify yourself as a wireless customer. When you call an emergency agency from a wireless phone, your location cannot always be identified. You must remain calm and stay on the line to direct authorities to the emergency location. Please note that your phone will not operate or be able to make 911 calls when or where service is not available - even, at times within a Cellular One coverage area.
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What is the Lifeline Program?
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.
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What is my Home Calling Area?
The Cellular One network on which you activated service comprised of cellular facilities operated by MTPCS, LLC. Please refer to your contract or a Cellular One Sales representative with any questions.
What is my Extended Calling Area?
The extended voice coverage area as defined by your individual Calling Plan. Overage charges may apply based on your Calling Plan.
What is my Data Plan Area?
The data coverage area (per kilobyte charges may still apply) as defined by your Calling Plan. Overage charges may apply. In Texas, the Data Plan Area is the national coverage area.
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How do I send and receive email on my phone?
Text-only messages can be sent to, and received from email addresses using the text messaging interface on your phone. Messages containing photos, videos and audio clips can be sent to, and received from, email addresses using the multimedia messaging interface on your phone.
What is the email address of my phone?
The email address for your phone is: firstname.lastname@example.org for text messages and email@example.com for multimedia messages.
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What is SMS?Downloads
SMS stands for Short Message Service and is commonly referred to as text messaging. These are messages either sent from the cell phone or received by the cell phone. Prices for sending SMS messages are based on the chosen rate plan.
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, 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 Calling Area and Extended Calling Area. In some locations, such as in an elevator or tunnel, a phone will not receive signal.
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. When sending messages via the web, the sender will receive notification that the message has been delivered to the network which will then attempt to send it to the recipient's handset for three days (incoming SMS charges may apply).
How many messages can a handset hold and what will happen if the memory limit of the phone is reached?
This depends on your handset model. Subscribers should refer to their user 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 user manual of your phone for more help.
How will I know if I have received a text message?
You will receive an alert when a text message has been received. Depending on your phone model and settings, this will be an audible alert and/or a visual alert.
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 "To" and "Message" fields must contain valid information in order for the message to be sent. You can also fill in the "From" and "Subject" fields, as well as choose a timeframe for your message to be sent. Please refer to the user manual for more specific instructions.
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What are Wallpapers?
Wallpapers allow you to personalize your phone with images of celebrities, sports logos and pictures, album covers, movie and television scenes, nature shots and much more.
How many ringtones, wallpapers and games can I store?
Please refer to the handset manufacturer's instruction manual on how many downloaded ringtones, wallpapers and games can be stored. If you download more content than can be stored by your handset, you will have to delete older content to free up memory.
How do I purchase ringtones, wallpapers or games?
From the home page, click on "MobileStore" and start browsing our great selection of ringtones, wallpapers and games.
How do I pay for downloads?
All ringtones, wallpapers and games will be billed directly to your Cellular One account.
How can I see the downloads I purchased?
From the Cellular One home page of your phone, click on "My Page" then "My Download History." The page will display your downloads for the past six months. Your purchase history cannot be accessed from a computer.
What are ringtones?
Ringtones are snippets of songs or audio recordings that play on your phone when a call or message is received.
What are Polytones?
Polytones, or polyphonic ringtones, are created by simulating the sound of musical instruments, and do not include any vocals from music artists. Unlike realtones, polyphonic ringtones only imitate actual songs using tones as a reproduction of the original.
What are Realtones?
Realtone ringtones are the actual music from the original artist (as selected snippets from the song recording). We offer a large selection of Realtones across multiple genres, providing content from Universal Music Group, Warner Music Group, Sony BMG Music Entertainment, EMI, MTV Networks, TVT Records, The Orchard, and over 100 other independent record labels.
What are Voice Ringers?
Voice Ringers are recordings that feature a person's voice (or multiple voices) as the ringtone. We offer a wide variety of genres such as comedy, holiday messages, international, current events and famous artists.
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Where can software updates be found for the BlackBerry?
If your BlackBerry® smartphone is integrated with a BlackBerry® Enterprise Server or BlackBerry® Professional Software, your IT department may have plans for updating your smartphone's software already. Please consult with the appropriate people within your organization prior to updating. Other BlackBerry smartphone users, go to http://na.blackberry.com/eng/update.
How do I set up or access my BlackBerry email?
If your BlackBerry® smartphone is integrated with a BlackBerry® Enterprise Server or BlackBerry® Professional Software, you will need to contact your IT department for help with your settings. Other BlackBerry smartphone users will need to create an account to begin sending and receiving email on your BlackBerry device. Go to http://cellonenation.blackberry.com to get started.
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