How can we help you?

• AppleCare Plus - Protection for your Apple devices that can be purchased at point of sale or for up to 30 days after purchase with CWW. 
  • For iPad program details please visit (Apple Care for iPad). 
  • For iPhone program details please visit (Apple Care For iPhone). 
  • For Apple Watch program details please visit (Apple Care for Apple Watch)
  • Check Applecare status visit (Apple Care Plan)
• SmartPROTECT – Incidental coverage that provides Carolina West Wireless with replacement options for your cellular devices.  This includes lost, theft, accidental damage and extended warranties are an option as well.  Please visit (Carolina West Wireless Device Protection)  for program details.  
  • How to file a SmartPROTECT claim – Please visit (How to file a claim)
    • Lost or Stolen Device – CWW must be notified within 48 hours of a lost or stolen device.  Once the incident is reported, the account holder will not be responsible for any charges incurred following your report.  A device may be reported as stolen or lost by calling CWW at 611 or 800-235-5007.

• Handset Lost or Stolen – CWW must be notified within 48 hours of a lost or stolen device.  Once the incident is reported, the account holder will not be responsible for any charges incurred following your report.  A device may be reported as stolen or lost by calling CWW at 611 or 800-235-5007.
• If you have Smart Protect handset coverage, please visit (How to file a claim)

• Manufacturer’s Warranty - Equipment and devices are subject to specific manufacturer warranty.  This warranty may be limited and includes device malfunction, recalls or other defects determined by the manufacturer. In store triage must be performed to determine eligibility. Original purchase receipt and packaging materials may be required for warranty purposes.  CWW does not manufacture devices or equipment of any kind.  CWW does not offer a warranty of any kind for the equipment or devices it sells.
• Extended Coverage - Extended warranty coverage may be purchased for your devices.  Please check your insurance options here: (Device Protections Options)

• Device Return / 30 Day Risk Free Trial: Service may be cancelled within thirty (30) days of activation without penalty, provided all terms and requirements applicable to this period have been met. Carolina West Wireless will refund your service charges (including any monthly recurring charges, activation fee, and all other associated taxes and fees) in addition to your device costs under our 30 day risk free trial. Customers are responsible for any out of plan usages, such as but not limited to device protection charges, overages, international charges, and 411 calls. Equipment returned for refund must be in “like new condition,” as determined by a company representative in their sole discretion. Returned wireless devices must include the device, charger, battery, instructions, any additional components and the original box and packing material accompanied by the original purchase receipt. Accessories must include the unit and original packing material accompanied by the purchase receipt. Merchandise purchased from an authorized retailer must be returned to the original purchase location and is subject to the retailer's return / exchange policy. Customers are responsible for any out-of-plan usage, such as but not limited to overages, international charges, and any related taxes and surcharges.
• Equipment Return for Exchange -  Wireless devices and accessories may be exchanged within fourteen (14) days from the date of purchase.  A restocking fee of $35 applies to any return or exchange of a wireless device.  Equipment returned for exchange or refund must be in “like new condition,” as determined by a company representative in their sole discretion.  Returned wireless devices must include the device, charger, battery, instructions, any additional components and the original box and packing material accompanied by the original purchase receipt.  Accessories must include the unit and original packing material accompanied by the purchase receipt.  Exchange of wireless device does not extend the 14-day risk free trial.  Only one exchange from original device permitted.  Merchandise purchased from an authorized retailer must be returned to the original purchase location and is subject to the retailer's return / exchange policy.

• Devices under contract – Termination of service requires a minimum of a 30-day notice to CWW.  All terms and stipulations of the initial service agreement must be met.  You are responsible for payment of any outstanding charges, including any applicable Early Termination Fee (ETF).  An ETF shall apply for all lines of service still under contract.  The ETF shall be $175 per line of service for a Feature Phone or $350 for a Smartphone during the first year of contracted service.  After the first year the ETF shall be determined on a sliding scale as the contract ages.
• FLEX Financed devices – Termination of service requires a minimum of a 30-day notice to CWW.  All terms and stipulations of the initial installment sale agreement must be met.  You are responsible for payment of any outstanding charges, including any applicable device flex balances that remain on the account. 

• An affordable, no-contract way, for customers to purchase the latest devices and certain accessories like Apple Watches.  Plus, with FLEX, you choose your terms up to 36 months - interest free. This is a great way to make the latest and greatest devices affordable to almost everyone.

• Hotspot – CWW offers customers an option on smart devices that allows a high speed data connection to be broadcast as a mobile hotspot. The number of devices that can be connected varies by manufacturer. CWW mobile hotspot uses the cellular data included in your rate plan. Overage rates, device and rate plan restrictions may apply – please contact CWW Customer Care at 800-235-5007 or visit a retail location for details.

• Backup Content – Things happen, situations out of your control can occur and result in loss of important data on your device.  You want to make sure you keep everything that is important to you stored safely.  Warranty issues, loss or theft, physical or liquid damage can all result in the loss of cherished photos, videos and other important information.

• Verify your signal strength by the signal strength meter on your device.  You must have consistent signal strength to be able to send and receive text messages.  The fewer bars you have on your signal meter; the more challenging it can become to complete a messaging transaction.
• Delete all text threads, you may first want to back up your device if you have message threads you want to keep.  Please refer to the device backup section.
• Power your device off and then back on, this will help clear up any software or hardware issues on the device that could potentially prohibit a message from being sent or received.

If the issue continues, please call 336-973-5000 to speak to a Customer Service Representative or visit request a web chat.  Chat hours are Monday thru Friday 9 am to 7 pm and Saturday 9 am to 7 pm.  Web Chat

• Verify your signal strength by the signal strength meter on your device.  You must have consistent signal strength to be able to complete a data transaction.  The fewer bars you have on your signal meter; the more challenging it can become to complete a transaction.
• If you are connected to Wi-Fi and having trouble connecting to the internet; turn WiFi off and try connecting using your mobile network.
• Verify that your cellular data is enabled in your device settings.  If you are roaming make sure you are allowing roaming data connections as well.

If the issue continues, please call 336-973-5000 to speak to a Customer Service Representative or visit request a web chat.  Chat hours are Monday thru Friday 9 am to 7 pm and Saturday 9 am to 7 pm.  Web Chat

• Device Answer Center: Get help navigating around on that new device and find answers to basic use questions at our device answer center.  Visit our (Device Answer Center) today for more information.

Trade and Upgrade – Simply bring your current device in to the nearest Carolina West Wireless retail location. Upon passing triage the device may be eligible for a credit to use towards your new device. Visit a local Carolina West Wireless store for more details. 

• Trade and Upgrade – Simply bring your current device in to the nearest Carolina West Wireless retail location. Upon passing triage the device may be eligible for a credit to use towards your new device. You can find more information about (trade and upgrade here)
• FLEX - An affordable, no-contract way, for customers to purchase the latest devices and certain accessories.  FLEX allows you to choose your terms up to 36 months - interest free.  This is a great way to make the latest and greatest devices affordable to almost everyone. Cost to attain is minimal at point of sale, only applicable sales tax required. In the event that the service on a Flex financed device is disconnected, prior to meeting the flex agreement term or before being paid in full, the remaining device balance will be charged to the account on the following statement.
• FLEX early upgrade- Once 75% of the FLEX balance has been met, customers may take advantage of the Flex Early Upgrade Flex Program. This allows customers to have the newest devices sooner. Certain restrictions apply, please see store for details. 

Yes, Carolina West Wireless supports the digital SIM referred to as eSIM. For more information on eSIM, including how to activate your device, click here.

• Carolina West is a CDMA carrier with a deployed 4G LTE network. We offer Voice 1X, 3G, and 4G services to customers in our 11 county area and nationwide with our roaming partners.
• Network & Wi-Fi

• 3G: 3G refers to the 3rd generation of cellular service.
• 4G/LTE: LTE is an acronym for Long Term Evolution and can be up to 10x faster than 3G.
• Wi-Fi: A technology allowing computers, smartphones, or other devices to connect to the Internet or communicate with one another wirelessly within a particular area. Check out our CLEARStream offering here https://www.carolinawest.com/clearstream

• International calls can be made through a Carolina West Wireless device that is connected to Wi-Fi by third party apps such as Hello Earth

• Payments are accepted by check, credit card, debit card, automatic bank draft, or cash.  You may also setup automatic payments by authorizing CWW to automatically withdraw funds from a specified checking or savings account via your credit or debit card.
• Automated payment over the phone (IVR)
• While in our local area dial #PAY (#729) to have access to your balance and pay using our automated system.
• While outside of our local area dial 1-888-578-2800 to have access to your balance and pay using our automated system.

Want to make a payment with a Customer Service Representative?

• Dial 611 from your cellular device or dial 1-800-235-5007. We accept Visa, MasterCard, American Express and Discover. 

Do you need to make a Payment Arrangement? 

• If you need a payment arrangement, please dial #BAL (#225). We offer a payment arrangement option for a fee of $5.
  • Qualifications & Information for payment arrangements
    • You must have a past due balance
    • A payment arrangement extends your services for 3 calendar days

Do you want to make a payment online?

• Ebill from CWW website
  • You can make a one-time payment or setup an automatic draft by using your ‘My Account’ link on our website.  Please visit us online at (Carolina West Wireless Ebill) to setup your payment now.
• Download CWW APP from the Apple Store for iPhones and Google Play for Androids

Would you like to setup automatic bill pay?

• Auto bill Pay – Automatic draft for monthly payments using a debit/credit card or checking account can be set up when accessing your online account.  Visit (your bill paying options today). If you are having issues logging into your online services account or setting up recurring draft payments please contact CWW by 1-800-235-5007 or 611 from your CWW mobile device.

• Billing Cycle Date - A billing cycle is assigned at account activation. This is the date that your billing cycle begins and your bill is generated. This date is listed on your monthly service statement.
• Late after Date -  Failure to pay by the due date specified on the monthly billing statement will result in the addition of a late fee up to $5.
• Non-Pay Suspend - CWW service may be temporarily interrupted or suspended if the total amount due for the services rendered is not paid within 45 days, or within a period approved by a CWW Financial Services representative.
• If an applicable account continues in a delinquent state beyond 60 days, CWW may terminate the service for non-payment and assess early termination penalties and applicable late fees as well as any other costs associated with collecting the debt including but not limited to third party collection costs, attorney fees, filing fees, and court costs.

Monthly Recurring Fees -

• The Universal Service Fund (USF) is a system of telecommunications subsidies and fees managed by the United States Federal Communications Commission (FCC) intended to promote universal access to telecommunications services in the United States. For more information please visit https://www.fcc.gov/general/universal-service.
• The Telecommunications Relay Service (TRS) is a telephone service that allows persons with hearing or speech disabilities to place and receive telephone calls. TRS is available in all 50 states, the District of Columbia, Puerto Rico and the U.S. territories for local and/or long distance calls. For more information about TRS please visit https://www.fcc.gov/consumers/guides/telecommunications-relay-service-trs
• E911 is a fee which allows the FCC to seek to improve the effectiveness and reliability of wireless 911 services by providing 911 dispatchers with additional information on wireless 911 calls. The FCC's wireless E911 rules apply to all wireless licensees, broadband Personal Communications Service (PCS) licensees, and certain Specialized Mobile Radio (SMR) licensees. For more information about E911 please visit https://www.fcc.gov/general/enhanced-9-1-1-wireless-services

Applicable Taxes -

• Utilities Tax - County and local taxes are currently 6.75% – 8.25%   For more information about county or state taxes please visit http://www.taxrates.com/state-rates/north-carolina

  Rate Plan Charges –

• Your rate plan reflects the monthly recurring charges you pay for services rendered.

  Usage Overage Charges - 

• Usage that exceeds or is not included in the selected service plan is subject to additional charges.  
• For additional information regarding rate plans and service charges see our (rate plan options today).

Additional Fees that you may see -

• Late fees – Failure to pay by the due date specified on the monthly billing statement will be subject to additional late fees for any unpaid portion of the bill.  The fee will not exceed the balance on the account up to a maximum fee of $5.00.
• Reconnect fees – Restore fees of $19.99 will apply to all services that are suspended due to non-payment when reconnected. If bill is paid in full, reconnect fees will be waived.
• NSF (Non-Sufficient Funds) Fees - If a payment is returned for reason of insufficient funds, a return fee of $30 will be applied to the account in question per instance.
• Activation fee – An activation fee of $40.00 is applied to all newly activated lines of service.
• Exchange/Restocking fee – An exchange fee of $35.00 is applied to any service processing an exchange or return of device or accessory within the 14 day return period.

Temporarily suspend a line of service – Temporarily suspending service does not stop the service charges from billing regularly or discontinue service permanently. Should you wish to temporarily suspend network access by a line of service please contact CWW by 1-800-235-5007 or 611 from your CWW mobile device.  You may also request a web chat with a CWW representative.  Chat hours are Monday thru Friday 8 am to 8 pm and Saturday 9 am to 8 pm.  (WEB CHAT)

• Text and Email Alerts - Carolina West Wireless generates alerts to our customers to inform of a variety of situations. These messages are alerts for the customer regarding usage, account balances, and updates made to a customer’s account information, and from time to time promotional offers. Alerts are sent to the preferred SMS recipient and email address on file.  Customers may contact CWW at 1-800-235-5007 or 611 from your CWW mobile device to discuss these alerts.
• Web Account Confirmation – Any online order would receive an emailed confirmation to the email address on record.

• Amber and Wireleless Emergency WEA) – Carolina West Wireless provides customer’s access to the Wireless Emergency (WEA) formerly referred to CMAS. Additional information can be found here.

WEA - http://www.cmasalert.com

Text "VM Reset" to 90999 and you will recieve a temporary password for the number you are texting from. 

•  Communication4Education:  Our Communication4Education fundraising program helps local school systems in the communities we serve raise additional funds. And you can help by simply choosing the school you’d like to receive a contribution. We will then donate 3% of your local monthly service fee to that school, at no additional cost to you. Please sign up today. The more we all work together, the larger the donations will become. Help your local school for free by visiting our (Communication4Education page) today. https://www.carolinawest.com/c4e/    

• Association Discounts: Carolina West Wireless is pleased to offer a 15% discount on your monthly line access fees to account holders that are associated with certain respective organizations. Click here to review qualifying organizations and to find out how you can enroll/recertify for our association discount program.

• Corporate Affiliation Discount: Carolina West Wireless is pleased to offer employees of companies, who have an affiliation agreement with us, a discount. The account holder’s employer must meet the criteria of the corporate affiliation discount program for the employee to be eligible for a discount. Click here to review the corporate affiliation discount enrollment/recertification process. 

• Loyalty Rewards – At Carolina West Wireless we believe everyone deserves a great deal.  Our great deals for everyone program provides just that – giving great device deals for both new and existing customers. It is our goal to provide ALL our customers with the best value in wireless. We have great deals for everyone! Click here to get the latest deals.

• Carolina West Wireless offers a variety of rate plans to meet every customers need. For more details please see the link for the rate plans below.
• Residential - Choose the rate plan that works for you. Whether you need a single line or a family plan, our Ultra Freedom plans allow you to customize your plan based on your needs. All Ultra Freedom plans include unlimited talk and messaging. For complete details see our (Rate Plans).
• Data Shared plans: You can select sharable data to suit your personal or family needs. All data shared plans include access to CWW’s LTE network where this service is provided. For details regarding our data plans please check out (Data Plans).
• Business – If you are an accredited business, please contact our (Business Professionals)  to find a plan that best suits your business needs.
• Lifeline – Lifeline is a low-cost wireless service provided for households whose income is within federal guidelines or if they live in a household with income less than 135% of the Federal Poverty Guidelines. You can find more information regarding the (Lifeline program here) https://www.carolinawest.com/lifeline-phone-service . For a complete list of restrictions please see https://www.fcc.gov/general/lifeline-program-low-income-consumers

I can’t remember my password for accessing my Voicemail, what do I do?

• In the event that you cannot access your voicemail and need to reset the access password please contact CWW by 611 from you CWW mobile device or 800-235-5007.

Visual Voicemail (Apple Device)

• Visual Voicemail lets you view voice mail messages you receive and listen to your messages in any order on your devices. You can scroll through your messages, pick the ones you want to listen to, and erase or archive them right from your device's screen. 
  • To setup Visual Voicemail open the calling app on your iPhone and select “Voicemail” at the bottom of the screen.

• # Pay:
  • Accesses the Carolina West Wireless automated payment IVR
    • While in our local area dial #PAY (#729) to have access to your balance and pay using our automated system.
    • While outside of our local area dial 1-888-578-2800 to have access to your balance and pay using our automated system.

Dial 611 to reach Carolina West Wireless:

• To use this feature, dial 611 from your mobile device.  This is a direct number to reach Customer Service with Carolina West Wireless.  You may also dial (336) 973-5000 or (800) 235-5007.

3-Way Calling:

• If you receive a phone call while having a 3-way call, that caller will be sent to your voicemail.  Your device will not show any additional incoming calls if you have a 3-way call in progress.
  • Feature phone - With one call in progress, press “SND” and wait for a dial tone; then dial the number of the second party and press “SND”. After the second party answers press “SND” again to add the first party back to the conversation. 
  • Smartphone -  With a call in progress, press the “add call” button on your screen. Dial the number of the second party and wait until that party answers the phone.  Once the second party answers the phone, press the “merge” button on your screen to add both parties to the conversation.  If the second party doesn’t answer, simply press the “swap calls” button on your phone to connect back to the first party.

Dial 411 for Directory Assistance:

• To use this feature, dial 411 from your mobile device.  There is a $1.49 charge per call, for utilizing the 411 information service.  This feature can be used to search for up to three phone numbers, addresses, and/or points of interest. 

Caller ID:

• This feature lets you see the number calling and the name of the caller if you have a contact stored in the device.  Caller ID Blocking allows you to block your name and/or number from appearing on another person’s caller ID. 

Caller ID Blocking

• Is a free feature that allows you to temporarily or permanently block your number from being displayed through Caller ID.  Note:  You can’t block your number from appearing when calling certain numbers, such as 800 numbers and 911.             
  • Temporarily use - dial *67 and the number you are wanting to block your number from being displayed through Caller ID; then press send.
  • Permanently use – dial 611 or 800-235-5007 to speak to a Customer Care Representative that can block your number on every call you make.
    •  To temporarily unblock your number so that it may be displayed on Caller ID dial *82 and the number you are calling and press send.

Call Waiting

• Smartphone - This feature is included in your Carolina West Wireless service and allows you to receive incoming calls while on a call.  You will hear a tone during a call to indicate you have an incoming call.  To answer a call from call waiting, simply follow the prompts on the screen of your smartphone.  Once you have answered a call from call waiting, you may move between your two active calls by pressing the “swap” button on your screen.
• Feature phone - This feature is included in your Carolina West Wireless service and allows you to receive incoming calls while on a call.  You will hear a tone during a call to indicate you have an incoming call.  To answer a call from call waiting, press “SND”.  Once you have answered a call from call waiting, you may move between your two active calls by pressing “SND”.  

Call Forwarding

• This feature allows you to forward your calls to another phone number.  There are a few of different options for forwarding calls; call forwarding, busy transfer, & no answer transfer.
  • Call Forwarding - Your device doesn’t ring and the calls is sent to another phone number of your choosing.
    • To program - dial *72 and the number you want your calls forwarded to and press send.  Once you hear a series of tones, this feature is setup and you may end the call.
    • To cancel – dial *73 and press send.  Once you hear a series of tones, this feature is cancelled and you may end the call.
    • Busy Transfer – Your calls will be forwarded to phone number of your choosing when your line is busy.
      • To program – dial *74 and the number you want your calls forwarded to and press send.  Once you hear a series of tones, this feature is setup and you may end the call.
      • To cancel – dial *75 and press send.  Once you hear a series of tones, this feature is cancelled and you may end the call.
    • No Answer Transfer – Your calls will be forwarded to a phone number of your choosing when an incoming call is not answered.
      • To program – dial *76 and the number you want your calls forwarded to and press send.  Once you hear a series of tones, this feature is setup and you may end the call.
      • To cancel – dial *77 and press send.  Once you hear a series of tones, this feature is cancelled and you may end the call.

Did you know that unwanted calls are far and away the biggest consumer complaint to the Federal Communications Commission with over 200,000 complaints each year?

Worse, these scammers mask (spoof) the real numbers they are calling from with local area codes and exchanges in attempt to increase the likelihood that you will answer.  While not all spoofing is illegal (as in the example of a Doctor calling a patient back from his private phone which shows up with his office number), spoofing with the intent to deceive or cause harm to a consumer is illegal and carries hefty fines and potential prosecution.

More information can be found at these links:

https://www.fcc.gov/about-fcc/fcc-initiatives/fccs-push-combat-robocalls-spoofing

https://www.fcc.gov/consumers/guides/stop-unwanted-robocalls-and-texts 

https://www.fcc.gov/consumers/guides/spoofing-and-caller-id

CWW CallShield is a free service that gives you more information and control over your mobile calling experience. The Carolina West Wireless network identifies and warns you of potential spam callers.  Suspected fraudulent calls are automatically blocked. The sources of calls are checked to ensure they are not spoofed or fake numbers.

Features include:

• Blocking of calls deemed to be fraudulent
• Warnings of calls likely to be deemed as spam, telemarketers, etc.
• Compliance and authentication using the STIR/SHAKEN industry standard

Customers must have a VoLTE (Voice over LTE) enabled device.  VoLTE settings must be turned to ON.

No.  CallShield is available to anyone – regardless of the rate plan they are on.

No. The CallShield feature is always on and not configurable by the customer.

No.  CallShield is a free service to our customers.

It is a suite of protocols and procedures intended to combat caller ID spoofing on public telephone networks. Per the FCC, STIR/SHAKEN digitally validates the handoff of phone calls passing through the complex web of networks, allowing the phone company of the consumer receiving the call to verify that a call is in fact from the number displayed on Caller ID.

• Turn off Wifi and reattempt the application.
• After turning off Wifi, if you continue to have issues, then follow some of the steps below based upon your device type. 

iPhone Device

• Verify data can be used on the app
• Go to Settings > Cellular Data
• Scroll down to the specific app and ensure you have it turned ON
• Try resetting your network settings. Click here for steps to reset your network settings. The device will reboot, then try using data again. 

    
Android Device

• Verify data can be used on the app
• Go to Settings > Connections > Data Usage
• Select Mobile Data Usage
• Select the desired app
• Make sure Allow Background Data usage is turned On
• Try resetting your network settings. Click here for steps to reset your network settings. The device will reboot, then try using data again. 

Turn off Wifi and reattempt the application.
After turning off Wifi, if you continue to have issues, then follow some of the steps below based upon your device type.

iPhone Device

• Verify data can be used on the app
  • Go to Settings > Cellular Data
  • Scroll down to the specific app and ensure you have it turned ON
• Try resetting your network settings. Click here for steps to reset your network settings. The device will reboot, then try using data again. 

Android Device

• Verify data can be used on the app
• Go to Settings > Connections > Data Usage
• Select Mobile Data Usage
• Select the desired app
• Make sure Allow Background Data usage is turned On
• Try resetting your network settings. Click here for steps to reset your network settings. The device will reboot, then try using data again. 
• If you still cannot use data, please call customer care from a different phone or open a trouble ticket using this link and be prepared to provide the following:
• Date and time you were trying to use data
• Physical address where data is not working

Has data always been a problem here?

• YES

Provide the physical address so that we can consider the area for future coverage enhancements.

• NO
• Verify the device is not in Airplane mode. 
• Please power your phone off, wait two mins and then power your phone on and attempt to connect to data again.
• Reset all settings on your device. 

Click here for the steps to reset your device.  Once reset, the device will reboot and attempt the call again. 

• If you still cannot use data, please call customer care from a different phone or open a trouble ticket using this link and be prepared to provide the following:
  • Date and time you were trying to use data
  • Physical address where data is not working

• Verify the device is not in Airplane mode. 
• Please power your phone off, wait two mins and then power your phone on and attempt to connect to data again.
• Reset your system settings. 
  • Click here for the steps for the steps to reset your device.  Once reset, the device will reboot and attempt the call again. 
  • Click here for the steps to reset your device settings. Once reset, the device will reboot and attempt the call again. 
• If you still cannot use data, please call customer care from a different phone or open a trouble ticket using this link and be prepared to provide the following:
• Date and time you were trying to use data
• Physical address where data is not working

• Review your phone signal indicator. If the signal is low, try moving outdoors or near a window. 
• Try dialing the number with the full 10-digit number, including the area code. 
• If using a stored contact, try dialing the number manually. You may want to attempt to delete and re-add the contact. 
• Reset your system settings. 
  • iPhone Click here for the steps for the steps to reset your device.  Once reset, the device will reboot and attempt the call again. 
  • Android Click here for the steps to reset your device settings. Once reset, the device will reboot and attempt the call again. 
• If you still cannot make calls, please call customer care from a different phone or open a trouble ticket using this link and be prepared to provide the following:
  • Date and time call was placed
  • Number dialed
  • Physical address where the call is not going through
  • Error message you are receiving

• Review your phone signal indicator. If the signal is low, try moving outdoors or near a window. 
• Is this happening with one number or anyone who calls?
  • For everyone, ensure the phone is not in airplane mode.
  • For one number, ensure they are not blocked in your phone.
• If the person calling you is a contact, try deleting the person as a contact and have them call again.
• Ensure VoLTE is turned on and power cycle your device then have the person try to call you again.
  • Check VoLTE by device type. 
    • iPhone Click here for the steps to turn on VoLTE
    • Android Click here for steps to turn on VoLTE
• Reset all settings on your device. 
  • Click here for the steps to reset all settings on your device.  Once reset, the device will reboot and attempt the call again. 
• If you still cannot receive a call, please call customer care from a different phone or open a trouble ticket using this link and be prepared to provide the following 
  • Date and time call was placed
  • Number dialed
  • Physical address where the call is not going through
  • Error message you are receiving

• Is the message bubble green or blue?
  • Blue messages indicate the message was sent as an iMessage
  • Green messages indicate the message was sent as a text message/picture message
• If the bubble is BLUE, please try the following to resolve.
  • Turn off iMessage
  • Go to Settings > Messages > Tap the toggle to turn off iMessage
  • Reboot your iPhone by holding the volume down and screen lock button
  • Slide to power off
  • Wait 45 seconds
  • Power the device up by pressing the screen lock button until you see the Apple Logo
  • Turn on iMessage back on
  • Go to Settings > Messages > Tap the toggle to turn on iMessage
  • iMessage may take a few moments to register
  • Once iMessage shows activated, try to Message again. If the issue is not resolved, attempt the next step. 
• Ensure the recipient is not blocked
  • Open the message you are trying to send
  • Tap the contact at the top of the conversation
  • Then tap the gray information button
  • Scroll down to the bottom
  • Tap Unblock if presented with the option
  • Try to message again, did this resolve your issue? If the issue is not resolved, attempt the next step. 
• Try deleting the messaging thread
  • Open Messages > Press and hold finger on message > Tap More
  • Tap the Trash button, then tap Delete Message.
  • Try sending the message again from a new thread
  • Try to Message again. If the issue is not resolved, attempt the next step. 
  • Can you make and receive iMessage?
    • YES- excellent, you fixed your issue.
    • NO-  Please call customer care at 800-235-5007 using a different phone if possible for additional troubleshooting. Please provide the following information when contacting customer care. 
      • Times of when messages were attempted
      • If this is at one location or multiple locations
      • Physical location
      • What the signal strength looks like
• If the bubble is GREEN, please try the following to resolve.
  • Validate that Message settings are correct
  • Tap Settings > Messages
  • Make sure MMS Messaging is toggled on (Green)
  • Make sure Group Messaging is toggled on (Green)
  • Make sure Send as SMS is toggled on (Green)
  • Try to Message again. If the issue is not resolved, attempt the next step.
• Ensure the user is not blocked
  • Open the message you are trying to send
  • Tap the contact at the top of the conversation
  • Then tap the gray information button
  • Scroll down to the bottom
  • Tap Unblock if presented with the option
  • Try to Message again. If the issue is not resolved, attempt the next step. 
• Try deleting the messaging thread
  • Open Messages > Press and hold finger on message > Tap More
  • Tap the Trash button, then tap Delete Message.
  • Try sending the message again from a new thread
  • Try to Message again. If the issue is not resolved, attempt the next step. 
  • Can you make and receive texts?
    • YES- excellent, you fixed your issue.    
    • NO-  Please call customer care at 800-235-5007 using a different phone if possible for additional troubleshooting. You may also submit a Trouble Ticket via this link. Please provide the following information when contacting customer care. 
      • Times of when messages were attempted
      • If this is at one location or multiple locations
      • Physical location
      • What the signal strength looks like
         

• Are you using the default messaging application or are you using a third-party text messaging application?
• For third-party
  • Have you recently changed from an iPhone to a non-iPhone device?
    • YES
      • If you are having issues receiving or sending messages your cellular phone number might still be registered with iMessage.
      • Click here to learn more. 
      • Follow the step-by-step instructions provided on the website.
    • NO
      • From the home screen go to the Play Store
      • Tap the three-line menu icon in the upper-left corner
    • Tap My Apps & Games
    • Tap Update next to the individual messaging app if there is an update. Or tap Update all. 
    • NOTE: It is important to make sure your applications are always up-to-date.
    • Try to Message again. If the issue is not resolved, attempt the next step. 
  • Attempt to uninstall the third-party app and use the default app.
    • Press and hold on the app icon and select uninstall
    • OR
    • Go to Settings > Apps
    • Select ‘All’ apps in the filter option
    • Locate the app and tap on it
    • Tap uninstalls
    • Try to Message again. If the issue is not resolved, attempt the next step. 
    • Can you make and receive text?
      • YES- excellent, you fixed your issue.    
      • NO-  Please call customer care at 800-235-5007 using a different phone if possible for additional troubleshooting.  You may also submit a Trouble Ticket via this link. Please provide the following information when contacting customer care. 
        • Times of when messages were attempted
        • If this is at one location or multiple locations
        • Physical location
        • What the signal strength looks like
• For the default messaging app
  • Have you recently changed from an iPhone to a non-iPhone device?
    • YES
      • If you are having issues receiving or sending messages your cellular phone number might still be registered with iMessage.
      • Click here to learn more. 
      • Follow the step-by-step instructions provided on the website.
    • NO
      • From the home screen go to the Play Store
      • Tap the three-line menu icon in the upper-left corner
      • Tap My Apps & Games
      • Tap Update next to the individual messaging app if there is an update. Or tap Update all. 
      • NOTE: It is important to make sure your applications are always up-to-date.
      • Try to Message again. If the issue is not resolved, attempt the next step. 
• Is your problem sending or receiving messages, or both?
• Sending
  • Turn off ‘Chat’ features (Some handsets may not support this feature)
  • On your device open messages
  • In the top right tap the three-dot menu or ‘More > Tap Settings
  • Tap Chat features
  • Toggle Chat features off
  • NOTE: May also say Rich Communication settings
  • Try to Message again. If the issue not resolved, attempt the next step.
  • Are you having issues with sending to one number or multiple numbers?
• One Number
  • Tap Messages > Tap the vertical three dots to bring the menu up > Tap Settings
  • Tap Block number and messages
  • Tap block numbers
  • Verify the number is not in your blocked list
  • If the number is not in the blocked list, delete the message thread
    • Open Messages > Press and hold finger on message > Tap delete
    • Try sending the message again from a new thread
• Multiple Numbers
  • Try messaging each number individually to make sure each person is able to receive your messages
  • If one number cannot receive messages please delete the contact and re-enter that contact
  • Try the message again to that person, if successful;
  • Start a new messaging thread and see if the message goes through, please try just text at first and no images
  • If text is successful, please try images
  • Can you make and receive calls?
    • If no; direct to customer care using a different phone for additional troubleshooting
    • If yes; direct to customer care using a different phone for additional troubleshooting 
      • Please provide the following information when contacting customer care. 
      • Times of when messages were attempted
      • If this is at one location or multiple locations
      • Physical location
      • What the signal strength looks like
      • If the issue persists, direct to customer care using a different phone for additional troubleshooting 
      • Please provide times of when messages were attempted
      • Please advise if this is at one location or multiple locations
      • Please provide physical location
      • Please provide what signal strength looks like

It's quick and easy! 

• Text BAL to 90999
• You will receive a text from us with your account balance

Text “VM Reset” to 90999

• Verify data is enabled on your device by going to settings >Cellular> and make sure “Cellular Data” is toggled on. Visual voicemail will not work unless “Cellular Data” is toggled on, it will not work on a WiFi connection only.
• Make sure you have a good data connection on your device by loading any web page to ensure your data connection is working properly. 
• Make sure your voicemail is setup on your device. Dial *86 from your device, if your voicemail is not setup it will prompt you to setup your voicemail. If your voicemail is setup it will indicate how many messages you have in your inbox that have not been played and how many you have that have been saved.
• Text “STATE” to 9343. Wait two mins and then go back to visual voicemail and you should be prompted to setup password and greeting at that time. Test by having someone leave you a test voicemail, it can take up to two mins for your voicemail notification to appear depending on your location.
• If visual voicemail is still not working properly, restart your device and attempt to use visual voicemail again.
• After the restart, if visual voicemail is still not working please navigate to Settings>General>Reset>Reset All Settings. 
• If visual voicemail is still not working contact Customer service by dialing 611 from your mobile phone.