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FAQ
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| Billing Questions
Health
How to Keep your Number
Online Account Management
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Rate Plans and Features
Ringtones and Graphics
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Billing Questions
- Activating my service
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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What are the rate terms for plans that require
contracts?
Service is contingent upon credit approval and contract
at which time a deposit may be required. An early cancellation fee of $20
per remaining month of contract applies if service is cancelled after the
first 14 days of service. Activation fees may be up to $45 to activate
service. Other fees may range from $2.50 - $3.75 per month. These fees may
include, but are not limited to, regulatory fee, network service fee, or
roamer administration fee. Cellular One approved phone is required for all
rate plans. Airtime is billed in one-minute increments and from SEND to
END. Long distance, roaming, taxes, surcharges and other terms and
conditions may apply. Incoming calls may be subject to long distance and
roaming charges when outside the home network. Night and weekend airtime
is from 9:00pm to 6:00am weekdays and all weekend long. Not all features,
service options or offers are available on all devices, on all rate plans
or available for purchase or use in all areas. GSM compatible phone is
required for GSM plans. Data services may not be available in all areas
and are billable per kb. See sales representative for more details. 6-Way
calling bills at one minute per caller per minute of use.
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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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- Deposits
What if a deposit is required?
We may require a
deposit or set a service limit to establish, maintain or reactivate
Service. The deposit will be held as a partial guarantee of payment. It
cannot be used by you to pay your bill or delay payment. Unless otherwise
required by law, deposits may be mixed with other funds and will not earn
interest. We may require you to increase your deposit at any time to
reflect your estimated monthly charges based on actual usage or our
reevaluation of your ability to pay. You may request that we reevaluate
your deposit on an annual basis, which may result in a partial or total
refund of the deposit to you or credit to your account. If you breach this
Agreement or it is terminated, we may, without notice to you, apply any
deposit towards payment of any charges due to us. After approximately 90
days following termination of this Agreement any remaining deposit or
other credit balance in excess of $10 will be returned without interest to
you at your last known address. You agree any amounts under $10 or amounts
which are undeliverable will be debited to cover the extra costs of
closing your account
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Billing
- 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
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- 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
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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 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.
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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.
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- 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.
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E-commerce
- Purchasing Online
Where can I ship my online purchase?
You are able
to enter any shipping address, except a PO Box address. It is important to
remember that you must be present to sign for the delivery or the delivery
company will retain the purchase and will contact you. Also once you receive
your purchase, the phone has to be within the Home Calling area to activate
correctly.
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Health
SAR
What are SAR standards?
SAR is a way of measuring
the quantity of radio frequency (RF) energy that is absorbed by the body. In
the US the SAR level applicable to mobile phones is 1.6 W/kg (watts per
kilogram) measured over 1 gram of tissue.
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Who sets SAR standards?
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.
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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
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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.
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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.
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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.
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How to
Keep your Number
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:
Cellular One will
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, mobile phone number,
and social security 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 four 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 Dobson Cellular / CellularOne.
- Handset Restrictions:
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. A
Rate Center is defined as that point within an Exchange Area (a geographic
area in which telephone service and prices are the same) defined by rate
map coordinates used as the primary basis for the determination of long
distance rates. In order to port a number, the carrier must offer service
in the market where the rate center resides. 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.
- Consent Required:
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 store, agent, Direct Sales Rep, or approved Reseller.
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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.
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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.
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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 4 days to
complete, and may take longer, depending on the carrier you are porting
from.
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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.
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How long should a port take?
Generally, the
industry standard is 2.5 hours for a simple Wireless-to-Wireless port, and 4
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.
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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.
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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.
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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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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.
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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.
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View account online
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.
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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.
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Rate
Plans and Features
CTIA Consumer Code
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
below have developed the following Consumer Code. The carriers that are
signatories to this Code have voluntarily adopted the principles,
disclosures, and practices here for wireless service provided to individual
consumers. Click
here to read more. (PDF)
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Digital
What is Digital?
Enjoy strong local and national
coverage on Cellular One's TDMA (time-division multiple access) digital
network. TDMA works by dividing a radio frequency into time slots and then
allocating slots to multiple calls. In this way, a single frequency can
support multiple, simultaneous data channels. Cellular One invested millions
of dollars in building the strongest digital network infrastructure in the
markets we serve. Cellular One offers several calling plans with this
technology, including TalkUSA (50 states, no roaming, no long distance) and
Clear Across America* (*available to AK customers only online).
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EVO
What is EVO?
The newest plan from Cellular One
that combines the newest technologies with flexible payment options. With
EVO, your phone can connect you to your friends and the Internet over
Cellular One's nationwide GSM/GPRS network. You can also pay according to
how much you use your phone.
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GSM
What is GSM?
GSM (Global System for Mobile
Communications), the most popular and widely used digital voice format in
the world, is now available to you. In a growing effort to provide our
customers with the latest in wireless technology, we made huge investments
in the cities we serve that will ensure our network is not only the best in
town, but one of the most advanced in the country. And now, with a robust
GSM network in operation, we are proud to offer our customers the many
benefits that come with this new and exciting technology, including:
Improved coverage, national compatibility, cutting-edge phones (camera
phones, polyphonic ringtones, better games), high speed data transmissions
over the Cellular One network with EDGE and more!
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Lifeline Program
What is the Lifeline Program?
Lifeline is a
government assistance program that offers qualified, low-income customers a
discount on their monthly telephone bill. For more information click here. Lifeline is
currently available to qualifying low-income customers in certain parts of
Oklahoma, Michigan, Wisconsin, and Texas only.
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Monthly charges
What is Local Calling (Home) Area?
The region
across which the call is truly local, involving no toll charges for long
distance or roaming.
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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.
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Since I can send messages through the Web, does that mean
that I also have an e-mail address associated with my digital number?
Yes. Your e-mail address for your phone is: (your 10 digit phone number)
@mobile.celloneusa.com.
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Text Messaging
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.
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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.
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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.
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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.
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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 service do not have the option to receive text messages.
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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.
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What is the delivery time for text messages once they are
sent?
Approximately 2 minutes
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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 24 hours (incoming SMS charges may apply).
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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.
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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.
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Can I respond to text messages with my handset?
Yes, each outgoing text message is charged to your bill at $.10 per
message. Or you can ask a Customer Care representative about special text
messaging packages which could reduce the cost of each text message to as
low as $.02 per message. In most phones you can simply follow the links to
reply to the message with another text message.
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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.
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Are there any special characters that cannot be sent to
the phone?
All keyboard-based characters will work in your text
messaging including: @, #, $, %, ^, &, * and /.
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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. You can also fill in the "From" and
"Subject" fields, as well as choose a timeframe for your message to be sent.
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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.
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Ringtones
and Graphics
What are Graphics?
A Graphic is a image that can
be displayed on your handset. With graphics, your handset can be a true
reflection of you.
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How do I see the Fun and
Games I purchased
How can I see the Fun and Games I purchased?
Click here to Manage your
eWallet. This link will take you to the eWallet site and you can view
purchased ringtones.
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Phone
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
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PurchasingHow can I see the Fun and Games I purchased?
Click here to Manage your
eWallet. This link will take you to the eWallet site and you can view
purchased ringtones.
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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.
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How do I purchase Ringtones or Graphics?
From the
home page, click on Ringtones and Graphics under "Start Shopping", create an
account and start browsing our great selection of Ringtones and Graphics.
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Ringtones
What are Ringtones?
A Ringtone is a musical song
clip played from your phone when a call is received or as an audible alert
is selected.
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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.
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