FAQs

Technical or Service Disruptions

  • What number do I call for voicemail?
    Most phones are set up to call voicemail with speed dial #1. Press 1 and hold it. You may also call 1-800-493-7808 from a
    landline.
  • How do I know when I'm on another system?
    Before you begin dialing, check your phone display to see if any other carrier is listed under “CellularOne” for example AT&T
    may be listed if you are on their network. If you are in your plan area, there are no additional roaming charges. Check your
    plan for details.
  • How do I use the features on my phone?
    Check your manual that came with the phone or bring it in to any CellularOne Store and we will help you.
  • I made a call and it isn't going through?
    Was SEND key pressed after dialing number? Press SEND key. If you are still unable to make a call, call 1-800-730-2351
    from a land line to report the problem with your phone. Be prepared to answer questions on what is happening when you try
    to call out. Our service representatives are ready and willing to assist you.
  • The phone displays No Service, what do I do?
    You may be out of our service area, try turning phone off and on to reset the system. If you still have trouble, please contact
    Customer Solutions at 1-800-730-2351 from a land line.
    Caller ID
    Your cellular phone number and account name may appear on the phone screen of a person you call. You can block this
    feature for most calls by dialing #31# then the number and hit send (i.e. #31#9281234567 send). You must do this before
    every call to block the call.
  • Who do I contact when I have difficulty roaming?
    Call our 1-800-730-2351 phone number from a regular telephone to reach our Customer Solutions office.
  • Why do I constantly get a busy signal when I'm trying to make an outgoing call?
    If you receive a busy signal, just press END and try your call again or try your call later. If you receive a rapid busy signal,
    you could be in a "fringe" coverage area. Press END and make your call again. You might also try to cycle the phone by
    turning it off and back on again. If you continue to have problems, call Customer Solutions by dialing 611 on your cellular
    phone.
  • Who do I contact if I have a problem?
    If you have experienced any difficulties with your mobile service; please contact a Cellular One representative at (800) 730-
    2351.
    For unresolved consumer issues, you may contact: NM Public Regulatory Consumer Relations Department: 800-663-9782
    AZ Corporation Commission: 800-222-7000

Account, Plan Changes, and Billing FAQs

  • Can I get a Call Detail record?
    Yes. In some cases, a charge may be required. Please call customer Solutions at 1-800-730-2351.
  • What are roaming charges?
    When you leave your local CellularOne coverage area and travel within another cellular system, you are roaming. Other
    cellular carriers bill CellularOne for your usage. In turn, CellularOne bills you for charges incurred in their markets. A daily
    access fee, airtime charges, and toll charges may appear on your bill depending on your service plan. Call Customer
    Solutions to see what charges will apply in that area. What are the airtime charges?
    Any call completed within the local coverage area will appear on your bill as "airtime" charges. These calls are billed in 60-
    second increments. You may be charged for unanswered calls if you allow the phone to ring for 60 seconds or more.
  • What are excessive calling, text or data usage?
    Excessive is viewed by abnormal call duration, text/instant message duration and/or your continued eligibility for service or
    any plan (including data) may be limited or terminated for (a) consumer protection purposes, (b) abusive conduct or
    abnormal call pattern(s), or (c) significant roaming.
  • What should I do if I think my bill is incorrect?
    If you have questions on your bill, please contact Customer Solutions at the 1-800-730-2351 number listed on the bill or dial
    611. We will be more than happy to help you.
  • What do I do if I have an emergency?
    Dialing 911 is a free call for CellularOne customers. CellularOne encourages its customers to report any emergencies or any
    need for police, fire or ambulatory assistance. You're calling from a mobile phone, so the operator will ask what the location
    of the emergency is. This works nationwide, so please report any emergency.
  • How do I Add/RemoveText Messaging?
    please contact Customer Solutions at the 1-800-730-2351
  • What is your return policy?
    You may cancel service, within 14 calendar days of purchase, if our service has not met your expectations and will not be
    charged an early termination fee. Equipment and proof of purchase must be returned to any Cellular One location within the
    14 day Return Period. However, if you cancel service due to equipment your account will be charged an early termination
    fee of $240. You will still be responsible for all applicable airtime fees, access charges, taxes, surcharges and any other
    charges applied to your account. Refunds will not be given for any activation fees paid. If applicable the equipment charge
    will be refunded only if phone is returned in a like new condition with all components (includes original box). If applicable
    your security deposit and/or equipment charge will be refunded by check within 30 days. The purchase price of your
    equipment may have been discounted to facilitate your subscription to the service. If you cancel service within the Return
    Period but do not return the equipment in good working condition, you will be charged for the amount of the discount you
    received. Before returning or exchanging any product that has data stored in its memory, please transfer all files you wish to
    retain to another file source. Once the product is returned, your files cannot be recovered.
  • Who do I call for assistance or information about my account?
    Check your manual for your phone or contact Customer Solutions from your cellular phone by dialing 611 and calls to 611
    are always free. If you are roaming call us on 1-800-730-2351.
  • Why is my first bill so high?
    Your first month's bill will include a prorated month of access charges starting from your activation date, a one-time service
    connection fee, the next full month of the access charge, airtime charge, roaming and toll charge. Future bills will only show
    the next full month's access charge, airtime charge, roaming and toll charge. If you have any questions, just call Customer
    Solutions at 611 or 1-800-730-2351.
  • Will Cellular One ever change my plan?
    CellularOne reserves the right to change a customer’s plan at any time; we will only change a plan if it offers the customer
    more minutes or reduces their monthly payment. You will be notified before your plan is changed and your term will not be
    extended. You will have 30 days to switch your plan back to your original plan. After 30 days if you chose to cancel your
    service, an early termination fee will apply of up to $240.
  • What if I need to change my plan?
    During the first six (6) months of your retail contract you may change your plan free of charge. After seven (7) months or
    more from your initial contract date there is a fee of $19.99 per account to change your plan. There is NO contract extension
    for a plan change at any time.
  • How do I renew my plan?
    You can go into a CellularOne store or contact Customer Solutions at 1-800-730-2351.
  • How much is Sales Tax?
    Sales tax of 8.1% is charged on cellularoneonline.com. Taxes are additional on all purchases, services and replenishments.

Prepaid FAQs

  • How do I add money to my account?
    From Your Mobile Phone:
    • Dial *123
    - Press 1 to Check Minutes and Account Balance
    - Press 2 to Replenish Your VisionOne or FlexFone
    - Press 3 to Replenish Another VisionOne or FlexFone
    From a Landline Phone:
    • Dial *1-866-631-3886
    - Enter the 10 digit phone number you wish to add money to
    - Enter your CC number and then # key
    - Enter the 1 or 2 digit of the month only and then the # key
    - Enter the 2 digit of the year only and then the # key
    - Enter the 3 digit security code on the back of the card (#key)
    - Enter the House or Box # for this CC (# key)
    - Enter the Zip for this CC (# key)
  • How do I check my balance?
    Dial *100# and press send from your mobile phone.
  • How do I get bundles?
    Dial *105# and press send to access the menu. Choose your option.
  • When do I get my minutes?
    Minutes are based on your activation date. To check your minutes, dial *123 and press send.

Miscellaneous

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