How can we help you?

Frequently Asked Questions

About my Device
What device insurance and/or protection options do I have?
  • 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. 
  • 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.
My device was lost or stolen, what do I do?
  • 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)
Does my device have a warranty?
  • 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)
What is your return policy?
  • 14 Day Risk Free Trial for new activations – Service may be cancelled within fourteen (14) days of activation without penalty, provided all terms and requirements applicable to this period have been met.  All services and charges incurred during said 14-day period must be paid in full and any equipment purchased in association with this service agreement must be returned.  Equipment returned must be in “like new condition,” as determined by a company representative in their sole discretion.  Equipment returned is subject to a restocking fee of $35.  Risk-free trial indicates no obligation to fulfill the term of the agreement signed upon cancellation within the acceptable fourteen-day period. The risk-free trial does not exempt charges incurred, equipment cost, activation fee or any other fee for service. For equipment exchanges, refer to the Equipment Return for Exchange Policy located at (Carolina West Wireless Return Policy)
  • 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.
What is your cancellation 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. 
What is the CWW FLEXED financing option?
  • An affordable, no-contract way, for customers to purchase the latest devices and certain accessories like Apple Watches.  FLEX offers reasonable payments in equal monthly installments over a period of twenty-four months.  This is a great way to make the latest and greatest devices affordable to almost everyone.
Does CWW offer mobile hotspot access for my device?
  • 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.

Why is it important to back up my device?
  • Backup Content – Things happen, situation 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 is 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.
I’m having trouble sending a text message, what should I do?
  • 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 8 am to 8 pm and Saturday 9 am to 8 pm.  Web Chat

I can’t access the internet on my device, what should I do?
  • 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 8 am to 8 pm and Saturday 9 am to 8 pm.  Web Chat

How do I learn more about my device/phone?
  • Device Answer Center: Get help navigating around on that new device and answer basic use questions at our device answer center.  Visit our (Device Answer Center) today for more information.
Can I trade in my current device?

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)

What are my options for upgrading to a new device?
  • 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 offers reasonable payments in equal monthly installments over a period of twenty-four months.  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. 
About my Coverage
What technology types will I see at Carolina West Wireless?

• 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.
Does Carolina West Wireless offer International Roaming?
  • 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.

    • Contact CWW to get a discounted rate on using Hello Earth by dialing 611 from your cellular device or dial 1-800-235-5007.

Account/Billing
What options do I have to pay my CWW bill?
  • 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.
    • With a Carolina West Wireless representative
  • Dial 611 from your cellular device or dial 1-800-235-5007.  We accept Visa, MasterCard, American Express, and Discover.
    • Payment Arrangements
  • If you need a payment arrangement, please contact CWW by dialing 1-800-235-5007 or 611 from your CWW cellular device.
  • Qualifications & Information for payment arrangements
    • You have a past due balance
    • You must be a CWW customer for over six months
    • A payment arrangement extends your services for 3 calendar days
    • Only one payment extension can be approved every 90 days
    • Your current balance due will have to be paid in full within 14 days of payment extension date.
    • You can 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 My Local APP “CWW NOW” from the Apple Store for iPhones and Google Play for Androids
    • You can 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.
What are the important dates that I should remember for paying my bill?
  • 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.
What are the fees that are on my bill each month?

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.
  • 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 $29.99 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.
Can I temporarily disconnect/suspend a line of service on my account?

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)

What are the text messages and or emails I’m receiving from Carolina West Wireless?
  • 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.
How do I receive Amber or Wireless Emergency Alerts (WEA)?
  • Amber and Emergency Alerts– Carolina West Wireless provides customer’s access to the Wireless Emergency (WEA) formerly referred to CMAS. This would require the download of the CWW NOW (My LOCAL) app to receive these alerts based on the users geographic location.

FEMA - https://www.fema.gov/emergency-alert-syst

WEA - http://www.cmasalert.com

Special Programs
What special programs or rewards are offered by Carolina West Wireless for its customers?
  • 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/       
  • Affiliated Services / Multiline Discount Benefit – Any special consideration for affiliation with a governmental agency or business is available only as long as the business or governmental agency is a customer of CWW and the account or line of service affiliated thereto.  If an employee is liable for their own charges, the account holder must comply with the terms and conditions of this agreement to continue to receive the consideration.  If the affiliated governmental agency or business changes service plans, in conjunction the service will change accordingly.
Plans
What are my current Rate Plan options?
  • 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
Features and Optional Services
Other FAQs
  • 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.