Frequently Asked Cellular Service Questions (FAQs)
Do I need to pay anything when I sign up for a cellular device? No. You will receive an electronic bill during the first business week of the month.
When can I expect my first bill and when is it due? The Telephone Support Office processes telephone bills during the first week of the month. All bills are due the last business day of the month.
How will I receive my bill? You will receive your bill via the email address listed on your agreement. If you want a paper bill, you must make arrangements with the Telephone Support Office.
What happens if I don't receive a bill? Bills are emailed during the first business week of the month. If you do not receive a bill, contact the Telephone Support Office. Failure to receive a bill is not a basis for non-payment. It is your responsibility to check on your account.
What if I cannot pay my entire balance by the due date? Payments must be received by the due date or your service may be suspended. The Telephone Support Office is willing to work with customers to set up reasonable payment plans. Call the Telephone Support Office for details.
How do I pay my bill? Click on the Payment Options link for details, or to make an on-line payment.
Can I use a calling card with my cellular device? Yes. As long as the calling card has a toll free access number you will not incur additional cellular charges. You will use airtime/minutes.
If I have a 9-month agreement, does my service stop after 9 months? No. After 9 months, your contract continues month-to-month. Your rates and features remain the same. If you wish to cancel your service after the 9-month term, you must fill out a Cancellation Form.
What are the Terms & Conditions of my cellular contract? All Terms & Conditions are outlined on the back of your Cellular Agreement. Terms & Conditions are also on the navigation link to the right side of this page.
When can I get a new phone at the lower (contract) price? On your Cellular Agreement you can get a new phone at the 20-month date. On a Cellular Renewal Agreement you can get a new phone at the Renewal date.
If I am dissatisfied with my service what should I do? New contracts have a 15-day/30-minute trial period, whichever occurs first. If you are beyond this period, call the Telephone Support Office to discuss your issues. We will try to find a resolution.
What should I do with my cell device when I cancel service? You are only allowed one phone within a 20-month period, or a 16-month renewal period. If you cancel your service within this period, you will be required to turn in your device. You may be reimbursed for a portion of the device cost. Reimbursements are based on condition and length of service. After the contract dates you may keep the phone or have the Telephone Support Office recycle the device.
How much "time" does 25MB give me on the Internet? It's not the time spent on the Internet that counts towards your 25MB, it's how much you actually view/download that counts. For a standard device, 25MB should be sufficient to check your email and the occasional website. A good guideline is that 10 web pages is roughly one megabyte for a 100KB average per page.
How do I update my data card/wireless modem? If you have the Franklin U210 USB Modem, your device is updated automatically. All other devices may require an occasional PRL update. All UWSP customers will receive notification of these updates.
How can I get a different device? Your agreement allows one device within a 20-month contract period, or 16-month renewal period. After these dates, you are eligible to get a new device at the contract price. Anytime prior to the dates on your agreement, you will have to pay the full replacement price.
When I cancel my service, why do I need to return the device, even though I paid for it? You may have paid for the device, but you paid a rate that is not available to non-UWSP customers. Most providers offer one or two-year contracts. With a 9-month contract you should be paying more for a cell device. In order to provide an advantage to our UWSP customers, we offer devices at a price that normally requires a two-year contract. The Telephone Support Office may reimburse you for a portion of the device cost. Reimbursements will be made based on the condition of the device, and the length of service.
Where do I send my device when I cancel service? Equipment may be returned directly to the Telephone Support Office between 8:00 a.m. and 4:00 p.m., Monday through Friday. Or, mail to: UWSP Telephone Support Office, 900 Reserve Street, 026 LRC, Stevens Point, WI 54481. Be sure to include your name and cellular number with the equipment.
What will happen if I don't return the equipment, or it's damaged? You will be charged the replacement price, or the insurance deductible.
Claims: For all claims, lost, stolen or damaged, call the Telephone Support Office immediately at 715-346-2562. If calling after hours, leave a message. The Telephone Support Office will process an insurance claim for your wireless device and suspend service for unauthorized usage.
Can I make international calls using my cellular device? If calling in the U.S., yes. If calling from outside the U.S., no. Your cellular device may have international calling blocked, due to the difference in domestic versus international rates and fraudulent use. If you want to place international calls from your wireless device, call the Telephone Support Office at 715-346-2562.
Can I use my cellular device in Canada? Yes. However, you will be charged roaming. Canadian roaming charges may be $0.75/minute, or higher. If you wish to add a Canadian calling feature for reduced rates, check out the Canadian Roaming add-on feature.
Can I use my cellular phone while traveling abroad? In Mexico? The phone/voice will not work. The service we offer is only available in the U.S. and Canada. UWSP has CDMA service. CDMA is short for Code Division Multiple Access. CDMA networks are more prevalent in the U.S. than they are abroad. A CDMA phone has it's identity and number programmed into the handset by the carrier. You cannot easily switch numbers on CDMA phones.
If you have a smartphone with Wi-Fi capabilities, you may be able to access data features (email, browser, GPS, etc.) by connecting to Wi-Fi while abroad. Wi-Fi connectivity does not allow the use of the phone or messaging.
In Mexico, your phone may only work near the border of Texas, maily by El Paso/Ciudad Juarez. The roaming rate is $0.99/minute plus long distance (which varies).
What does GSM mean? GSM is short for Global System for Mobile Communications. GSM is the most widespread standard for cell phone networks in the world. GSM is not common in the U.S. A GSM phone will come with a SIM (Subscriber Identity Module) card. It is a tiny plastic chip that, as its name implies, identifies your phone on the GSM network. If you take the SIM card out of your GSM device and put it into another GSM device, you'll be able to place and receive calls on the second device using your own cell phone number.
Can I use an international calling card to make an international call using my cell device? Yes. You can use any type of calling card. Obviously, you incur a charge by purchasing a calling card. Since most calling card companies require you to dial a toll free access number, you won't have any additional cell phone charges. However, using your cell device with a calling card uses airtime/minutes.
Can I send text messages internationally? Yes. For international text messaging, your "to" telephone number must use the following format: 011 + Country Code + City Code + Telephone Number.
Does messaging use airtime? No. Messaging does not use airtime, you pay per message. If you have a messaging feature added to your contract, then you just accumulate messages per your feature.
How do I send a text message from a computer to a UWSP/Element Mobile customer? Type the 10-digit cellular number followed by @sms.elementmobile.net (i.e. firstname.lastname@example.org).
What time do nights and weekends start and end? Night minutes (off-peak minutes) begin at 9:00 p.m. and end at 5:59 a.m. the following morning. Weekend minutes begin on Friday, 9:00 p.m. and end on Monday, 5:59 a.m.
How do night and weekend minutes work when traveling? When you travel outside of your home area, your night and weekend minutes start at the same time in whatever time zone you are in.
Is there anything I can do to have my night and weekend minutes start earlier? Yes. Add the $7 Weeknight feature. For $7 per month, per line, you can have your night and weekend minutes run from 7:00 p.m. to 6:59 a.m.
What is roaming? It is the process of making and receiving calls outside your local coverage area.
Why am I roaming in my local coverage area? You may be connecting to a tower that your provider does not own, but has an agreement with. You will not incur additional charges. To make sure your phone has the most recent coverage, update your Preferred Roaming List software. It's free, and you can do it any time you are in your home area. To update: Dial *228, then press SEND, once you hear options, select option #2. This process may take up to 2 minutes.
If your preferred roaming list is out of date, you may be picking up a signal from another provider. Once you perform this update, your device will stay on the network whenever possible. Other benefits of updating your Preferred Roaming List include: longer battery life and stronger connections across the U.S.
What is the difference between roaming and long distance? Roaming charges are incurred anytime you place or receive calls when you are physically outside of your local coverage area. Long distance charges incur when you make a call to a number outside of the local coverage area.
Why was I charged for a call that was not completed when I was roaming? Even though the call was not completed while the phone was ringing, you were using another company's service to try to complete the call.
How much will I be charged for roaming or long distance? Roaming charges are $0.59/minute. Long distance charges (while roaming) are $0.40/minute.
What is number portability? Wireless Local Number Portability (WLNP) lets customers switch carriers while keeping their exiting phone numbers within the same geographic area.
How do I know if my cellular number can be transferred? Call the Telephone Support Office at 715-346-2562.
Is there a fee for porting a number? No. You only get charged the normal fees for cellular service (activation fee, monthly service fee, features, equipment, etc.). There are no additional fees for porting a number. However . . . if your current service has not expired, your current cellular provider may have a cancellation/termination fee. Check with your provider.
Why do I need to submit my social security number when I port a number? When you signed your agreement with your current cellular provider, you submitted your social security number to establish an account. If you wish to keep your current cellular number, we absolutely need to have it in order to request the port. Without it, the old service provider cannot verify that you are the person requesting the port.
Can I port a number to a Customized Contract, cellular rental? No. These are limited term agreements, we will not port cellular numbers.
Voicemail answers your calls when you can't. Even if your phone is turned off, callers can leave a message after hearing your personal greeting. 15-message capacity, 30-second greeting, one-minute message length, retains messages for two weeks.
1. Dial your own 10-digit cell number (include area code)
2. After you hear the prompt, input pass code of 0000 followed by the #.
3. This will recognize you as a new user of the voicemail system and will talk you through a short tutorial on setting up your personal voicemail
To retrieve messages:
1. Dial your own 10-digt cell number, or speed dial button
2. Input your personal pass code when prompted
To check your voicemail from a land line phone:
1. Dial your 10-digit cell number (include area code)
2. Interrupt greeting by pressing the # key
3. Input your personal pass code
Why do I receive voicemail messages several days after the message was left? The voicemail indicator does not always follow you when you roam. While traveling, it is a good idea to turn your phone on and off daily. If this problem persists, call the Telephone Support Office at 715-346-2562.