Cellular Service Frequently Asked Questions (FAQs)

Do I need to pay anything when I sign up for a cell phone?
No. We don't want you to pay anything initially. Before you pay, we want to make sure you are satisfied with your service and that you are billed correctly. When you signed your contract, you agreed to a 15-day/30-minute (whichever occurs first) cancellation period. Within this period, if you are not pleased with your service, you can cancel without being charged.

When can I expect my first bill?
The UWSP Telephone Support Office processes telephone bills during the first business week of each month. However, the cellular month runs from the 27th through the 26th. If you purchased your cell phone on July 28th, you will not receive your first bill until the first week of September. If you purchased your cell phone on July 26th, then you can expect your first bill during the first week of August.

How will I receive my bill?
Your telephone bill will be sent via e-mail during the first business week of each month. If you want your bill sent via US Mail, please contact Karlyn Jakusz at 715-346-4716.

What charges can I expect on my first bill?
You first bill will contain the following charges: phone equipment, monthly plan, $25 activation fee, any features, accessories, wireless insurance (if selected), a Regulatory Cost Recovery fee, a Telecom Connectivity fee, a Federal USF fee, any state, county taxes, and any other charges associated with the calls you placed (roaming, long distance, directory assistance, overages, etc.). If you have questions regarding your cellular bill, please call Karlyn Jakusz at 715-346-4716.

I am expecting a bill, but I still haven't received it, what should I do?
Telephone bills are e-mailed during the first business week of each month. If you have not received your bill, please contact the UWSP Telephone Support Office. Remember . . . failure to receive a bill is not a basis for non-payment. It is your responsibility to check on your telephone charges.

How do I pay my cellular telephone bill?
Please click here for payment instructions.

What should I do if I have questions about my cell bill?
Call the UWSP Billing Administrator at 715-346-4716. DO NOT CALL ANY OTHER PROVIDER. The UWSP Telephone Support Office is your service provider. Information you receive from another provider does not apply to the service you receive from UWSP.

Will my telephone bill show the call detail, and can I understand the charges?
Yes. The bill is processed by the UWSP Telephone Support Office in an easy-to-understand format. The charges are carefully laid out and itemized.

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. However, if you cannot pay your entire balance by the date indicated, please call Karlyn Jakusz at 715-346-4716, before the due date. The Telephone support Office is willing to work with you to avoid having your service interrupted.

Can I use a calling card with my cellular phone?
Yes. You can use a calling card (including international). As long as the calling card has a toll free access number you will not incur additional cellular charges. However, you will use airtime/minutes.

Are you concerned with tapping of your cell phone or Spyware Software? Here is some information shared by cellular providers.

• The industry is aware of this issue and goes through significant efforts to protect customer's privacy by blocking spam, filtering for viruses, testing software that is sold, etc.
• A person should never leave their cell phone unattended or give the device to a person they do not know.
• Cell phone spyware, when used without the person's consent, violates the federal wiretap statute (18 USC sec. 2511).
• To protect your cell phone from spyware:
  • Keep track of your cell phone, just like you would any of your other personal items.
  • Don't loan your device to people you don't know or leave it where there is potential for someone to tamper with it.
  • Don't visit or download anything unless it's from a trusted website/source.
  • Know and use the security features on your phone (i.e. password locks).

Can Cell Phone Spyware Software be loaded onto my phone remotely?
No. There are currently no Cell Phone Spyware Software programs that can be loaded remotely. The individual wanting to load the Trojan onto your device must actually have access to your device to load the Trojan, which then becomes difficulty to detect.

How can I avoid falling victim to Cell Phone Spyware Software being loaded to my device?
Keep your device with you at all times. Lock the handset to avoid anyone from gaining access. Avoid downloading content from unidentified individuals via Text Messages or Data email from your device.

Can I tell if Spyware has been installed on my device?
Most of the Spyware Trojans are not easy to identify, however some indications may be:

• Difficulty powering the phone off - this includes the device not responding for several minutes when attempting to power it off.
• The device sporadically lights up with no incoming or outgoing activity.
• The internet icon indicates an internet connection when not in use.
• Monitor your GPRS 3G usage for unusual traffic.
• Your invoices indicate an increase in Text Messaging traffic, beyond your standard usage.

How can spyware be removed once it has been confirmed active on a device?
Contact the Telephone Support Office immediately. A reinstall of firmware may be necessary.

If I have a 9-month agreement, does my service stop after 9 months?
No. After the 9-months, your contract continues month-to-month. Your features and monthly rate remains the same. If you wish to cancel your service when your contract expires, you must fill out a Cancellation Form.

Can I sign a new contract when my 9-month agreement expires?
Yes. However, you can only receive one phone within a 20-month period. If you have exceeded the 20-month period, and wish to purchase a new phone, fill out the Cellular Renewal Form.

How do I know the Terms & Conditions of my cellular contract?
The Terms & Conditions are outlined on the back of your cellular agreement, and they are also available on-line. Click here to review the Terms & Conditions.

What do I do with my cell phone when I cancel service?
You are only allowed one phone within a 20-month period, or a 16-month period with a contract renewal. If you cancel your service within this period, you will be required to turn in your phone. You will be reimbursed for a portion of the phone cost. Reimbursements are based on condition, and length of service.

Does my contract change after my 9-month agreement expires?
No. Your contract continues month-to-month with the same pricing.

If I have a Customized Contract (1 week to 8 months), will my service stop?
When you sign up for a customized contract, your service will be cancelled on the date indicated. At that time, you will be required to return all equipment, or you will be charged the replacement price. If you wish to extend your service, you must call the Telephone Support Office (715-346-2562).

I am dissatisfied with my service. What should I do, and who should I talk to?
Once you received your phone, you have a 15-day/30-minute trial period. If you have not used 30 minutes, or the 15 days did not expire, you can return your phone for a full refund. After this period, you may be charged a $200 cancellation fee. If you are having problems, beyond your control, call the UWSP Telephone Support Office at 715-346-2562. We will try and help you!

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 normal feature phone, 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 wireless modems may require an occasional PRL update. All UWSP wireless modem customers will receive notification of these updates. The current PRL is 2003.

How can I get a different phone?
When you completed the UWSP Cellular Agreement, you agreed to one phone within a 20-month period. You agreed to a 9-month contract, but only one phone is allowed within a 20-month period. After 20-months, you can get a different phone with a Cellular Renewal. NOTE: Even if you cancel your UWSP service after 9 months, then resign a UWSP Cellular Agreement, you can only get one phone within a 20-month period.

The only option you have to receive a different phone (within 20-month period, or 16-month renewal period) is to purchase a new phone at the replacement price. The UWSP Telephone Support Office only furnishes new telephones.

Should I keep the box the phone came in?
Yes. Keep the box, and all documentation. If something should happen to your phone, having the box makes repairs easier!

What do I do with my cell phone when I cancel service?
You are only allowed one phone within a 20-month period, or 16-month renewal period. If you cancel your service with period, you will be required to turn in your phone. You will be reimbursed for a portion of the phone cost. Reimbursements are based on condition, and length of service.

When I cancel my service, why do I need to return the phone, even though I paid or it?
You may have paid for the phone, 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 phone. In order to provide an advantage to our UWSP customers, we offer phones, at a price, that normally requires a two-year contract. The UWSP Telephone Support Office will reimburse you for a portion of the phone. Reimbursements will be made based on the condition of the phone, and the length of service.

Where do I send my phone, including the chargers, when I cancel my service?
You can return your equipment to the Telephone Support Office between 8:00 a.m. - 4:00 p.m., Monday through Friday. You can also mail your equipment to:

UWSP Telephone Support Office
Attention: Karlyn Jakusz
900 Reserve Street, 026 LRC
Stevens Point, WI 54481

Be sure to include a note with your equipment indicating your name and cell phone number.

What will happen if I don't return my equipment, or my phone is damaged?
You will be charged the replacement price.

Claims:
If you still have your phone, and it was damaged, call the UWSP Telephone Support Office. We will start the insurance claim process for your wireless phone.

If your phone is lost or stolen, immediately call the Telephone Support Office 715-346-2562, so that service can be suspended for unauthorized usage.

Can I make international calls using my cell phone?
Yes. However, international calling is currently blocked, due to the difference in domestic versus international rates and fraudulent uses. Rates vary between countries, and are subject to change. Should you wish to place international calls from your wireless phone, please contact the UWSP Telephone Support Office at 715-346-2562.

Can I use my cell phone in Canada?
Yes. However, you will be charged roaming. Canadian roaming charges can be $0.75/minute, or higher. If you wish to add a Canadian calling feature for a reduced rate, check out our Canada Roaming feature.

Can I use my cell phone while traveling abroad? In Mexico?
No. The service we offer is only available in the U.S. and Canada (see previous question). UWSP has CDMA service/network. 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.

In Mexico - No. Your phone will only work near the border of Texas, mainly by El Paso/Ciudad Juarez. The roaming rate is $.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, but in the U.S. it is not common. 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 phone and put it into another GSM handset, you'll be able to place and receive calls on the second phone using your own cell phone number.

Can I use an International Calling Card to make an international call with my cell phone?
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 phone 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.

What time do nights and weekends start and end?
Nights 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 anytime I can do to have my night and weekends 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. Roaming usually incurs extra charges.

Why am I roaming in my local coverage area?
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 your software, please complete the following steps:

1. Make sure your wireless phone is on
2. Dial *228, then press SEND
3. 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 telecommunications provider. Once you perform this update, your phone will stay on the network whenever possible. Other benefits of updating your Preferred Roaming List software include:

- Longer battery life
- 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. That is the reason for the charge.

How much will I be charged for roaming or long distance?
Roaming charges are $.59 per minute. Long distance charges (while roaming) are $.40 per minutes.

Read the Terms and Conditions here: http://www3.uwsp.edu/telephone/Pages/cellularService/termsConditions.aspx

How do I stop unwanted text messages?
1. If you wish to block all text messages, please call the Telephone Support Office at 715-346-2562.

2. To block messages from a mobile number send the following message to 8888. Codes to be used in the body of the message for this feature are:

• B + 10-digit number - Blocks the number from sending messages to you
• U + 10-digit number - Unblocks the number so they can send messages to you again
• L + 10-digit number - Sends the list of numbers that are blocked for your number

If someone who has been blocked tries to send a message they will get the following message: "You have been blocked from originating messages to this subscriber."

Does text messaging use airtime?
No. Text messaging does do use airtime, you pay per message. If you have a text messaging feature added to your contract, then you just accumulate messages per your feature. Using picture or video messaging uses airtime.

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. xxxxxxxxxx@sms.elementmobile.net).

What is number portability?
Wireless Local Number Portability (WLNP) lets customers switch carriers while keeping their existing phone numbers within the same geographic area.

How do I know if my cellular number can be ported?
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, any features, phone selection, 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 fee. Check your cellular agreement!

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?
No. With a Customized Contract, restrictions apply. Since Customized Contracts are for limited terms only, we will not port cellular numbers.

Answers your calls when you can't. Even if your phone is turned off, callers can leave you a message after hearing your personal greeting. 15-message capacity, 30-second greeting, one-minute message length, retains messages for two weeks.

Set-up instructions:

• Dial your own 10-digit cell phone number (include area code).
• After you hear the prompt, input pass code of 0000 followed by the #.
• 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:

• Dial your own 10-digit cell phone number.
• Input your personal pass code when prompted.

To check your voicemail from a land line phone:

• Dial your 10-digit cell phone number (include area code).
• Interrupt greeting by pressing the # key.
• Input your personal pass code.

If you followed all of the above instructions, and voicemail does not work:

• During work hours (8-4, M-F), call Mary Glinski at 715-346-4819.

Why do I receive voicemail messages several days after the message was left?
The voicemail indicator does not always follow you when you roam, especially on the East Coast (high cellular traffic area). While traveling (roaming), it is a good idea to turn your phone on and off daily, then "reset" voicemail. This may not always solve the problem. If this problem continues, please contact the UWSP Telephone Support Office at 715-346-2562.