Privacy Policy

Carolina West Wireless is committed to Protecting Your Privacy

Protecting our customers' privacy has long been an important priority at Carolina West Wireless. We are committed to maintaining strong and meaningful privacy protections for customers. The privacy of your information is a significant responsibility and we value the trust you place in us.

Our privacy policy is designed to inform you about the information we collect, how we use it, and your options regarding collection and use.

This policy applies to Carolina West Wireless customers in the United States and to visitors to Carolina West Wireless Web sites. Also, contracts between Carolina West Wireless and its customers may contain additional privacy-related terms and conditions. This policy applies across the Carolina West Wireless family of companies and the products and services they provide including wireless communications services and Internet services.

Information We Collect and How We Use It

We collect and use information about you in the following ways:

Ordering Information:
When you place an order for Carolina West Wireless products or services, we collect information from you that we use to deliver, provide, confirm, change, bill, monitor, and repair those products or services and to resolve issues with your order or with our products and services. The information we collect may include your name and address and the telephone numbers and email addresses where you may be reached, as well as Social Security Number or payment information necessary to establish credit or set up billing. We also use this information to establish your customer account, maintain a record of the products and services you buy from us, and maintain billing records for your account. We may use your address, e- mail address, and phone number information to contact you about products and services that we offer.

Customer Service Inquiries:

When you speak with Carolina West Wireless customer service or perform an online transaction on one of our Web sites, your records will be accessed to better help you with your inquiry. When you call us, text us, email us, or use the "Live Chat" feature on our Web sites, your interaction may be monitored or recorded. This monitoring or recording helps us train employees and provide high-quality customer service.


Transactional Information:
We collect information about your use of the products and services we offer. Information such as call records, service usage, traffic data, service options you choose, and other such information you provide may be used for billing purposes, to deliver and maintain products and services, or to help you with service-related issues or questions. This information also may be used for other purposes such as providing you with information about product or service enhancements, determining your eligibility for new products and services, and marketing to you based on your use of the products and services you already have, subject to any restrictions required by law. This transactional information also may be used to help us improve our services; research and develop new products; provide and offer promotions and service offerings; and protect our networks, services and users from fraudulent, abusive, or unlawful uses.

Information Provided to Us by Third Parties:
When you apply for service with us, we may obtain credit information about you from an outside credit reporting agency to help us with customer authentication and credit-related decisions. We also may purchase demographic data from third-party providers that we use to better direct specific offers to you, and we may obtain email lists from third parties to provide those on the lists with information about Carolina West Wireless's latest offerings and promotions. We also collect email addresses of third parties through "refer-a-friend" options on some of our Web sites. We use those email addresses to forward the marketing information for which the friend was referred.

Information Collected When Using Carolina West Wireless Services to Access the Internet:
If you subscribe to Carolina West Wireless Internet access services such as Clearstream Mobile Broadband and Mobile Web services, we may automatically measure and monitor network performance and the performance of your Internet connection to improve your, or our, overall service levels. If you contact us for service support, we also may access information about your computer or other device settings in order to provide customized technical support or to install specific applications or services that you use or that are necessary to the applications or services you use.

Information Collected When on Carolina West Wireless Web Sites:
When you browse Carolina West Wireless Web sites, information is collected about your computer and your visit. In addition, data about your browsing and buying activity is collected as you interact with our Web sites. This information does not identify you personally. We may collect and use your IP address and the Web site address of your point of entry to our sites, as well as other information about your connection, including your computer's browser and platform type and your Internet connection speed. We use this information to monitor statistics such as how many people visit our Web sites; which pages people visit on our sites and how much time is spent on each page; which Web domains our visitors come from and which browsers are used to visit our sites.

Carolina West Wireless Marketing Using Information Collected on Carolina West Wireless Sites:Carolina West Wireless and its vendors also use information collected on Carolina West Wireless Web sites (discussed above) for other Carolina West Wireless-related purposes, such as delivering more relevant Carolina West Wireless marketing messages on our Web sites, on third-party Web sites, or on other Carolina West Wireless services or devices. We use this information in order to, among other things, ensure that you see the correct products and pricing applicable to the geographic area in which you live, manage the frequency with which you see an advertisement, tailor advertisements to better match your interests, and to understand the effectiveness of our advertising. We also may use this information to assess the effectiveness of our sites and to help you should you request help with navigation problems on these sites. Certain authorized Carolina West Wireless vendors may help us with the delivery of Carolina West Wireless marketing messages by placing and reading cookies. We require that these vendors participate in the opt-out process established by the Network Advertising Initiative (NAI).

To learn more or to limit the automatic collection of information by these parties, you may visit the NAI advertising industry site and opt out of this collection. Please note that this opt-out is cookie-based. If you buy a new computer, change Web browsers or delete cookies, you will need to perform the opt-out task again. Please also note that the NAI opt-out does not work on many wireless devices, wireless portals, or wireless Web sites today. If you do not want information to be collected for Carolina West Wireless marketing purposes from services such as the Carolina West Wireless Mobile Web, you should not use those particular services. You also can limit the automatic collection of certain information by our or other Web sites. Most Internet browsers residing on computers enable you to erase cookies from your computer hard drive, block all cookies, or receive a warning before a cookie is stored.

Please note that disabling cookies may prevent you from using specific features on our sites, such as ordering products or services and maintaining an online account.

Third-Party Advertising:

You may see third-party advertisements on some Carolina West Wireless Web sites, services, or devices.   Third-party advertisements are chosen by ad servers or ad networks that may place or access cookies on your computer hard drive and may collect anonymous information about your visit on our Web sites. The third-party advertisers who provide these ads may use this information to provide you with advertising on our Web sites, on other Web sites, or on other Carolina West Wireless services or devices. This advertising could be tailored to the interests the advertisers have inferred from your browsing of our sites and/or your interaction with other Web sites where these ad servers or networks also are present. Information that identifies you personally is not collected unless you provide it directly to the advertiser.

We also may give third-party advertisers the ability to tailor their ads on our or other Web sites or on other Carolina West Wireless services or devices using demographic and interest information we provide to them in a form that does not personally identify you.

Please note that when you respond to or click on a particular advertisement, an ad server or ad network may conclude that you fit within a particular audience it is trying to reach and may later use that information to deliver a targeted ad on our Web sites or on other sites.

Third-party ad servers or ad networks operating on Carolina West Wireless Web sites must participate in the opt-out process established by the Network Advertising Initiative (NAI). To learn more or to limit the automatic collection of information by these parties, you may visit the NAI advertising industry site and opt out of this collection. Please note that this opt-out is cookie-based. If you buy a new computer, change Web browsers or delete cookies, you will need to perform the opt-out task again. Please also note that the NAI opt-out does not work on many wireless devices, wireless portals, or wireless Web sites today. If you do not want information collected to be used to deliver more relevant ads on services such as the Carolina West Wireless Mobile Web, you should not use those particular services. Carolina West Wireless does not have control over or access to any information contained in the cookies that are set on your computer by ad servers, ad networks or third-party advertisers.

Carolina West Wireless does not gather information from your use of our broadband access services to determine your Web surfing activities across non-Carolina West Wireless sites for the purpose of providing you with interest-based advertisements. If Carolina West Wireless engages in this type of online behavioral advertising, we will provide you with clear and meaningful notice of our practice and obtain your affirmative consent.

Other Information:

We collect additional information from you when you send us an email or otherwise request information from us, when you agree to participate in surveys or provide other feedback to us regarding our products or services, when you register to receive news or public policy updates, or when you apply for a job with or a grant from Carolina West Wireless. We use this information only for the purpose for which you provide it.

When you contact us seeking information about products and services or when you enter a Carolina West Wireless-sponsored or affiliated contest, we will respond to your request and may use the information you supply us to provide you with additional information about service offerings either at that time or in the future.

When you establish an online account with us, we maintain information about your user identification and password, as well as answers to secret questions you choose for your use in case of a lost password. This information is used to authenticate you when you sign in to your account.

If you provide information to us in the context of an event that Carolina West Wireless sponsors with another organization, such as a contest or sweepstakes, or if you register on a co-sponsored site, you also may be providing information to the co-sponsor. You should refer to that co-sponsor's privacy policy for information about its practices.

Information We Share

Information Shared Within the Carolina West Wireless Family of Companies:

Carolina West Wireless shares customer information within our family of companies for marketing purposes unless you advise us not to. Sharing this information allows us to provide you with the latest information about our products and services and to offer you our latest promotions.

Additional important protections apply regarding certain information we collect and maintain about the telecommunications and Voice over Internet Protocol (VoIP) services you buy from us and how you use them. This information is categorized by the federal government as Customer Proprietary Network Information or CPNI. Specific laws govern our sharing and use of this type of information.

Information Shared Outside the Carolina West Wireless Family of Companies:

We may disclose information that individually identifies our customers in certain circumstances, such as:

  • to comply with valid legal process including subpoenas, court orders or search warrants, and as otherwise authorized by law;
  • in cases involving danger of death or serious physical injury to any person or other emergencies;
  • to protect our rights or property, or the safety of our customers or employees;
  • to protect against fraudulent, abusive, unauthorized or unlawful use of or subscription to our products and services and protect our network, services and users from such use;
  • to advance or defend against legal claims, in court and elsewhere;
  • to credit bureaus or collection agencies in order to obtain payment for Carolina West Wireless billed products and services;
  • to a third-party that you have authorized to verify your account information;
  • to outside auditors and regulators; or
  • with your consent.

Except as explained in this privacy policy or in agreements with our customers, Carolina West Wireless does not sell, license or share information that individually identifies our customers, people using our networks, or Web site visitors with others outside the Carolina West Wireless family of companies for non-Carolina West Wireless purposes without your consent.

If you purchase services offered jointly by Carolina West Wireless and one of our partners, customer information may be received by both Carolina West Wireless and our partner that is providing your service. Each company's privacy policy may apply.

If Carolina West Wireless enters into a merger, acquisition or sale of all or a portion of its assets or business, customer information will also be transferred as part of or in connection with the transaction.

How to Limit the Sharing and Use of Your Information

You have choices about how Carolina West Wireless shares and uses information.

Customer Proprietary Network Information (CPNI):
You may choose whether to allow Carolina West Wireless to share your CPNI within the Carolina West Wireless family of companies for marketing categories of services other than those you currently have. This choice will remain in effect unless you change it. Carolina West Wireless customers who do not want their wireless CPNI data shared with affiliated companies may call 1-800-235-5007 and speak with a representative. 


Federal "Do Not Call" laws allow you to place residential landline and wireless phone numbers on the National Do Not Call Registry to prevent telemarketing calls to those numbers. If you would like to add your numbers to this list, you may do so by calling 1-888-382-1222, or by visiting www.donotcall.gov.

You should be aware that even if you add your number(s) to the federal or a state Do Not Call list, most telemarketing laws allow companies to contact their own customers.

If at any time you would like to be removed from Carolina West Wireless's residential telemarketing list, please let us know by contacting a Carolina West Wireless customer service representative at 1-800-235-5007. Carolina West Wireless maintains its own separate Do Not Call list. If you would like to be removed from the Carolina West Wireless telemarketing list, please let us know by contacting a Carolina West Wireless customer service representative at 1-800-235-5007. Please allow 30 days for your telephone number to be removed from any sales programs that are currently underway.

Marketing Email, Postal Mail and Door-to-Door Calls:

You may opt out of receiving marketing-related emails from Carolina West Wireless by contacting a Carolina West Wireless customer service representative at 1-800-235-5007. You may also opt out of receiving marketing-related emails by following the unsubscribe instructions at the bottom of any marketing email you receive from Carolina West Wireless.

You may opt out of receiving marketing-related postal mailings or prevent door-to-door marketing solicitations from Carolina West Wireless by calling a customer service representative at 1-800-235-5007. You may opt out of receiving marketing-related postal mailing or prevent text message marketing by Carolina West Wireless by calling a Carolina West Wireless customer service representative at 1-800-235-5007. Text message solicitations from Carolina West Wireless contain an "unsubscribe" feature that you can use to prevent further text marketing messages from us.  Carolina West Wireless may still send text messages for informational or important account notification purposes.

Additional Information for Wireless Customers

Carolina West Wireless understands that advances in wireless technology, especially the growing availability of location-based services, bring new concerns about how customer information is used and shared. Customers choose to activate specific location-tracking features available when their devices are turned on or when using their devices. Customers are given the opportunity to choose where and when to turn specific location-based services on and off.

Carolina West Wireless does not support or participate in the development of a national wireless phone number directory. We do not publish directories of our customers' wireless phone numbers, and we do not provide or make them available to third parties for listing in directories.

Keeping Children Safe

Carolina West Wireless recognizes that online service providers must be vigilant in protecting the safety and privacy of children online. We do not knowingly market to or solicit information from children under the age of 13.

Regrettably, there are those who use the Internet to view, store and distribute child pornography (or who engage in other types of illegal activity involving children). Child pornography is subject to severe criminal penalties and using the Carolina West Wireless network to view, store or distribute it violates our service contracts. The Carolina West Wireless network may not be used by customers in any manner for the storage, transmission or dissemination of images containing child pornography. We will report any instances of such activity of which we become aware to the appropriate law enforcement authorities.

Additional Internet safety resources and information are available at:
• http://www.netsmartz.org/
• http://www.wiredsafety.org/
• http://www.getnetwise.org/

Information Security

Carolina West Wireless has technical, administrative and physical safeguards in place to help protect against unauthorized access to, use or disclosure of customer information we maintain, including Social Security Numbers. Employees are trained on the importance of protecting privacy and on the proper access to, use and disclosure of customer information. Under our security practices and policies, access to personally identifiable information is authorized only for those who have a business need for such access. Sensitive records are to be retained only as long as necessary for business or legal needs and destroyed before disposal.

Although we work hard to protect personal information that we collect and store, no program is 100 percent secure and we cannot guarantee that our safeguards will prevent every unauthorized attempt to access, use or disclose personal information. Carolina West Wireless has incident response plans in place to handle incidents involving unauthorized access to personal information.

Contact Information

If you have questions, concerns or suggestions related to our Privacy Policy or our privacy practices you may contact us at:

Carolina West Wireless Privacy Office
P.O. Box 959, Wilkesboro, NC 28697

Updating Your Information
We strive to keep our customer records as accurate as possible. Please let us know if you see any inaccuracy in your information or if your information changes. You may reach Carolina West Wireless by calling a customer service representative at 1-800-235-5007 or by accessing your account online and updating your account information. Carolina West Wireless Business customers may update their information by contacting their account manager.

Links to Other Web Sites

Carolina West Wireless Web sites contain links to other sites. We are not responsible for the content on these sites or the privacy policies and practices employed by these sites.

Information Sharing: Blogs and Social Networks

Some Carolina West Wireless Web sites allow you to participate in Web log ("blog") discussions and other forms of social networking. Please be aware that these blogs and social networks are accessible to other users. We urge you to not submit any personally identifiable information to these sites since any information posted on a blog can be read, collected, shared, or otherwise used by anyone who accesses the site. Carolina West Wireless is not responsible for the information you choose to submit in these forums.

Changes to This Policy

We reserve the right to make changes to this privacy policy, so please check back periodically for changes. You will be able to see that changes have been made by checking to see if the effective date posted at the end of the policy has changed.

If Carolina West Wireless elects to use or disclose information that identifies you as an individual in a manner that is materially different from that stated in our policy at the time we collected that information from you, we will give you a choice regarding such use or disclosure by appropriate means.

January 18, 2019

Return Policy

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. Only one exchange 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.

Internet Policies and Disclosures

Carolina West Wireless (“CWW,” “we,” or “our”) is committed to providing all of its customers (also “you” or “your”) with the best online experience possible.  To help you better understand how we provide our services, as well as important conditions and limitations of the services, we summarize here our policies and disclosures.  Details and other terms and conditions will be found in your service agreement, our service plan offerings, and other pages on our website, some of which are linked below.

Service Description and Prices

We provide broadband Internet access services using a variety of wireless technologies, offering mobile and fixed wireless at 3G and 4G speeds.  The technologies, prices, and speeds that we offer to you wireless services depend on the plan you select, your location when you are using the service, and certain limitations disclosed in this policy summary.  To learn the details of our plans, click here.  Note that some plans include early termination fees and usage charges.  All of our plans and services are provided subject to and in accordance with our Terms and Conditions, as amended from time-to-time and which can be found here.  When discussed on our website, in our plans, or in other documents, the speed of the CWW data network is measured in kilobits (kb) per second.  However, the amount of data transmitted over the CWW data network is measured in kilobytes (KB), megabytes (MB) or gigabytes (GB).

Expected Performance Characteristics

CWW’s mobile broadband 3G users can expect typical data speeds of 400-600 Kbps for uploads, and 600 Kbps – 1.2 Mbps for downloads. CWW’s mobile broadband 4G users can expect typical data speeds of 1-4 Mbps for uploads, and 5-12 Mbps downloads. Mobile broadband devices can experience peak speeds of up to 3.1 Mbps for the download and 1.8 Mbps for the upload. Actual speeds may vary due to area, coverage, and compression. CWW uses commercially available software to measure its network performance on a daily basis. Customers can verify speed using a variety of third-party websites, such as SPEEDTEST, to measure the provisional speeds of CWW’s broadband service. Such third-party websites are not affiliated with CWW and the company does not make any guarantees as to the accuracy of test results obtained through those third-parties.  Broadband connections (2G and up) are suitable for real-time applications such as VoIP, and web surfing; and higher speed plans (3G and 4G) are suitable for movies, gaming, and music.  Occasionally, at times of peak usage, some applications may run more slowly than usual, especially on wireless technologies. 

Approximate Data Usage Examples

Basic information and examples showing the approximate data usage for several common Internet activities appear below.

Note: The above examples are just estimates, based on approximate size assumptions. Actual file sizes and user experiences will vary.

Acceptable Uses

CWW generally permits the use of its broadband services for all lawful purposes that are not harmful to our network or other customers, including browsing the Internet via CWW phones or devices, such as residential routers, using email, downloading legally permissible content via the Internet, accessing and using corporate email and/or corporate business applications associated with its customers’ places of employment.  CWW does not block users from accessing lawful websites, nor do we block applications that compete with our voice or video telephony services.  We do employ reasonable network management practices and enforce our Terms and Conditions and Acceptable Use Policy (“AUP”).  The AUP can be found here.  Network management policies are discussed in more detail below.

Network Management Practices

Like all Internet service providers, CWW needs to manage its network in order to ensure the best possible broadband Internet experience for all of its customers.  CWW uses reasonable network management practices consistent with any applicable industry standards and FCC rules.  These practices are needed to maintain the reliability of CWW's network, to minimize network issues, and to ensure compliance with its AUP.  CWW reserves the right to limit throughput and to suspend/terminate service, without notice, if the service is used in a prohibited manner or if usage adversely impacts or potentially impacts our network or service levels.  Also, customers with extremely high data usage levels may have their data throughput reduced as needed to mitigate network congestion on the home network. For example, CWW may decrease data throughput on customers who exceed 22 GB on CWW's home network during a billing period or in event that a particular activity is negatively impacting the network’s performance, CWW may decrease data throughput by protocol. Further, during periods network congestion we reserve the right to prioritize traffic, for example based on real time and non-real time applications, to ensure that all applications receive a priority consistent with their nature, purposes, and functions to the extent practical.  When our network experiences high demand, data speeds for users may be slower for all applications until traffic levels return to normal, particularly on our wireless networks.

Device Restrictions

All phones and devices connecting customers to carrier’s network must be compatible with CWW’s network due to network parameters in the device. More information about the specific devices approved for use on CWW’s network can be obtained by contacting our Customer Service Department. Other devices are permitted if customers are roaming on CWW's network. CWW is not liable for the performance of any equipment on its network or any claims arising from the use of the equipment.

Excessive Roaming

CWW may terminate service for excessive use of non-CWW networks, defined as more than 40% of your total usage, e.g. minutes, data, messages, etc., over a rolling 60-day period.

Privacy and Security

We commit to reasonably protect our customers privacy, as detailed in our Privacy Policy, which can be found here.  CWW generally offers its wireless broadband customers unrestricted access to all of the lawful content, services, and applications available on the Internet.  However, usage is subject to limitations of service plans, our AUP, network management, and CWW Terms and Conditions.  We reserve the right to monitor bandwidth, usage, transmissions and content for purposes of protecting the integrity and availability of our network and to employ reasonable network management practices.  However, customers are responsible for protecting their own equipment connected to the CWW network. Customers are responsible for installing and using third-party solutions for protection from spam and other unwanted or harmful Internet content. CWW does maintain a firewall to protect its own network. The operation of the firewall may result in large files being blocked or compressed.

Contact Information for Questions or Concerns

We find that most customer concerns or disputes can be resolved through our customer service representatives.  However, any customer disputes that cannot be resolved without third-party intervention will be resolved by binding arbitration in accordance with our Terms and Conditions.  If you have any questions regarding these policies and disclosures, or would like to file an informal complaint you may contact our Customer Service Department through the company’s website, or by calling 1-800-235-5007.


Acceptable Use Policy

Carolina West Wireless and affiliates (“CWW,” “us,” or “we”) call to attention important information pertaining to your (also “subscriber”) wireless service found in this Acceptable Use Policy (“AUP”). CWW may revise this policy from time to time; all revised copies of this AUP are effective immediately upon posting to www.carolinawest.com and/or www.mybarkmobile.com.  Also, all of our plans and services are provided in accordance with our Terms and Conditions, as amended from time-to-time and which can be found here.


The following items are considered “misuse” and may result in decreased data speeds, suspension or termination of service:

  • Using the service or device to engage in any activity that is or reasonably could be considered unlawful or that negatively affects CWW's company, subscribers, employees, or the company reputation or perception of the service provided.
  • Any act that interferes with CWW's operations, network, or ability to provide quality service.
  • Generation or dissemination of viruses, malware or “denial of service” attacks.
  • Tampering with or modifying your device in any way that would harm CWW, CWW's network, or other users facilitate violation of this policy.
  • "Spamming" or engaging in abusive, unsolicited or other unwanted communications, or any other mass, automated voice or data communication for commercial or marketing purposes.
  • Using the service for purposes other than personal, family or household use (unless you have subscribed to a commercial or wholesale service plan and then only to the extent allowed by your plan), including for example, as a dedicated data connection, or in connection with any server or host applications, including continuous web camera broadcasts, automated data feeds, machine-to-machine connections or applications that are broadcast to multiple servers or recipients, for resale, connecting to other devices that may be used outside your household or by persons not part of your household including "hotspots".
  • The use or deployment of applications commonly used for unlawful, fraudulent, or infringing purposes such as “bots” also known as web robots, WWW robots, are software applications that run automated tasks over the Internet running software or other devices that maintain continuously active Internet connections when a computer’s connection would otherwise be idle, or “keep alive” functions.

Violation of AUP

CWW reserves the right to deny, modify, suspend, or terminate service, without notice, to anyone whose usage violates this policy, the CWW Terms and Conditions, the limitations and conditions of their service plan or whose usage harms CWW's network or service levels provided to other users. If terminated, you may be charged an early termination fee, if applicable. We may monitor your compliance with the above but will not monitor the content of your communications except as otherwise expressly permitted or required by law.

(Rev. 1/18/19)

Unlocking Policy

Carolina West Wireless devices are designed to function exclusively on the Carolina West Wireless network.  Carolina West Wireless devices may have been programmed to lock the device to certain functionality parameters for use on our own network. This could prevent the device from attempting to be activated and/or being compatible with another carrier’s network.  Carolina West Wireless will, however, unlock the device, upon request, provided the stated requirements below have been met.

Please note that not all devices have an unlock code or a locking function that can be unlocked by Carolina West Wireless.  Apple devices, for example, may not be unlocked for use on another carrier’s network.  Other devices may only provide partial compatibility when unlocked for use on another carrier’s network.

Carolina West Wireless will generally not be able to activate devices from other carriers for use on its network.  Carolina West Wireless also makes no guarantee as to its device's compatibility or performance on other carrier’s networks.

Unlock Requirements

Carolina West Wireless will unlock devices in accordance with the circumstances below:

  • The person requesting to unlock a device must be current or former Carolina West Wireless customer.  If not, the individual must be able to provide the phone number or account number last associated with the device.

  • The account associated with the device must be current, in good standing, and not associated with any device in a Collections process. 

  • The Service Agreement must have been fulfilled. If not, then any applicable early termination fees and remaining balances must be paid in full.

  • The device has not been reported as lost or stolen.

  • There is no suspicion of fraudulent intent.

Deployed Military Personnel Requests

Carolina West Wireless will unlock eligible mobile wireless devices for deployed military personnel who are customers in good standing upon provision of deployment papers.

General Unlock Request Information

If the requirements stated above are met, requests for unlocking devices can be made by contacting Customer Care by dialing 611 from your mobile device or by calling 1-800-235-5007.

Within two business days after receiving an unlock request, Carolina West Wireless will unlock eligible mobile wireless devices or initiate a request to the manufacturer or distributor to unlock the eligible device, or provide written explanation of why the device does not qualify for unlocking, or why additional time may be required to process the request.

NOTE - Even if unlocked, Carolina West Wireless devices may not necessarily work properly or at all on other carrier’s networks.


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