 H2O
Wireless FAQs |
| |
| 1 |
How
do I activate my phone? |
| |
If
you already have a tri-mode CDMA handset,
you may be able to activate service without buying a new phone.
Just call Customer Care at 1-800-819-7696,
provide the Electronic
Serial Number (ESN) and model
number of your phone. Just remember that your
phone cannot be active with another service in order to activate
service with H2O Wireless Service. |
| |
|
| 2 |
What is an ESN or MEID and where is it located? |
| |
An ESN is the Electronic Serial Number. An MEID is the Mobile Equipment Identifier number. Either of these numbers is located on the back of your phone. |
| |
|
| 3 |
What
do I do if the phone does not work after activation and programming
has been complete? |
| |
Please
visit the Authorized Dealer you purchased your H2O Wireless service
from. Or contact Customer Care at 1-800-819-7696 to
find the dealer nearest you. |
| |
|
| 4 |
What
is PRL and what does it do? |
| |
PRL
stands for Preferred Roaming List. Your PRL
allows you to travel outside of your home area and still make
and receive calls at the regular home rates as long as you are
on the H2O Wireless network.
However, if you travel outside the H2O Wireless Network,
your call will be charged at a higher rate. |
| |
|
|
| 5 |
How
do I program the PRL’s for my tri-mode handset? |
| |
The PRLs are frequently updated. In order for you to update your
phone to feature the new PRLs and know when you are on or off-network,
all you need to do is dial      +  from your activated
phone. You will not be charged to download your PRL. |
| |
|
| 6 |
Why
does my wireless handset show roaming, even though I am in the
home area? |
| |
If
your handset is newly activated, ensure that enough time has
been allowed for the system to activate the phone. Check to see
that airtime minutes were loaded on the handset. If both have
been completed, press +  +  to
register the handset with the network, and allow 20 minutes for
registration. If the problem persists, contact Customer Care
at 1-800-819-7696 for additional assistance.
Please have your mobile number and ESN ready. |
| |
|
| 7 |
Where
can I buy more airtime? |
| |
To buy more airtime, visit your nearest H2O Wireless Authorized Dealer, or call 1-800-819-7696. If you can't find a store in your area, dial    from your handset or contact Customer Care from any phone at 1-800-819-7696 and they’ll help you locate a dealer. Please note that dialing from your handset is not a free call and will incur charges. |
| |
|
| 8 |
How
do I add minutes to my phone? |
| |
1.
Dial 1-888-445-4399 from
any phone and press for
English or for
Spanish.
2.
Enter your 10-digit wireless phone number.
3.
Upon verification of your wireless number, press to
add airtime.
4. Enter your
airtime PIN. |
| |
|
|
| 9 |
When
adding airtime, how do I determine my 4-digit PIN number? |
| |
Your
4-digit PIN will be the last 4 digits
of your Activation Card PIN. You will need to use this PIN to access or to add airtime
to your account. If you do not know your PIN or if you would
like to change your PIN, call 1-800-819-7696. |
| |
|
| 10 |
I
transferred airtime to my phone, but the minutes are not showing
in my account. What should I do? |
| |
Contact
Customer Care at 1-800-819-7696 and provide your
mobile number and the PIN number on the airtime card you are
attempting to transfer to your account. Note: Only H2O Wireless airtime
cards will work on your phone. If you purchased another type
of airtime card, return it to where you purchased the card. If
your Dealer/Retailer added the card to your phone, please return
to the dealer or contact them and explain the situation. |
| |
|
| 11 |
How
can I find out the usage on my phone since the last airtime card
was added? |
| |
Contact
Customer Care at 1-800-819-7696 and provide your mobile
number and ESN that you want to see call detail for. |
| |
|
| 12 |
How
do I reset the PIN code for my phone? |
| |
Contact
Customer Care at 1-800-819-7696 and provide your mobile
number and ESN. You may also dial 1-888-445-4399 and choose option
3 to change your account profile. Your PIN code should always
remain confidential. |
| |
|
|
| 13 |
How
do I change my mobile number? |
| |
Contact
Customer Care 1-800-819-7696 and provide the State
and City for which you would like a number.
Note: If the phone
is currently active, unused airtime minutes cannot be transferred
to the new number. |
| |
|
| 14 |
How
do I disconnect my mobile phone? |
| |
Contact
Customer Care at 1-800-819-7696 and provide your mobile
number and ESN that you want disconnected. Disconnect requests
will be processed 30 days from the date you make the request.
Your phone should not be used during the 30 days following your
disconnect request. If it is, the order will not be processed
and your phone will be returned to active status. |
| |
|
| 15 |
How
do I process an ESN change? |
| |
In
order to change an ESN, you will need to contact
your local Dealer/Retailer. If there is no dealer near you, contact Customer Care 1-800-819-7696 and provide your mobile
number and new
ESN. The ESN request will be completed in 2 hours. |
| |
|
| 16 |
How
do setup my voice mail? |
| |
Dial  from
your wireless phone (or you can also dial your wireless phone
number from a landline phone). When you hear “Your
call is being forwarded to an automated voice message system,
press .
The system will start a brief tutorial session on how to set
up your voicemail box. You will be prompted for the temporary passcode. This passcode is your wireless phone
number (area code + number). Once the permanent passcode is established
and you set the greeting type, your voicemail box is ready. Now,
you can retrieve message from your wireless phone or dialing
your wireless phone number from a landline phone. |
| |
|
|
| 17 |
How
do I listen to my voice messages? |
| |
|
| |
|
| 18 |
How
do I use Text Messaging? |
| |
Receive text messages
on the phone in two ways:
1. Via text message from a text-messaging digital-capable phone.
2. Via email message to the subscriber’s 10-digit wireless number
@vtext.com
(e.g., 3125551212@vtext.com).
*Text Messaging charges apply. |
| |
|
| 19 |
How
do I activate Call Forwarding? |
| |
1. To activate,
press + 10-digit forwarding phone number + .
Please note different activation procedures for the following market:
Central North Carolina:
Press + 10-digit forwarding phone number + .
2. After confirmation tone/message, press . |
| |
|
| 20 |
How
do I deactivate Call Forwarding? |
| |
Depending on the location, the end user may have
to temporarily deactivate Call Forwarding to be able to access
their Voice Mailbox. |
| |
|
|
| 21 |
How
do I set up Three-Way Calling? |
| |
1. Enter
the 10-digit
phone number of the fist party and press .
2. Enter the 10-digit phone number of the second party and press .
    (puts the first caller on hold and connects the second party).
3. Press to
reconnect with first party.
4. If one party hangs up, the subscriber will still be connected to the other
party.
    When the end user presses all
parties will be disconnected. |
| |
|
| 22 |
How
do I use Call Waiting? |
| |
• To answer
an incoming call, press to
put the first caller on hold and answer the second call.
• To alternate betweend calls, press again.
• To disconnect either call, simply have the caller hang up. Press to
terminate both calls. |
| |
|
| 23 |
How
do I update the service? |
| |
1. Turn on the phone
anywhere on the digital network
2. Dial (to
update the PRL) and press .
3. The end user will hear the following message: “Welcome
to Over the Air Programming;
please hold while we update your
roaming capabilities. This call is airtime free.
4. Hold music will be heard immediately, along with the following
message: “Please
continue to
hold while your phone is being programmed.
5. Once the PRL Update programming is complete, the end user
will hear two audible beep tones
and the “Programming
Successful message should appear on
the handset’s display.
6. Press to
disconnect. |
| |
|
| 24 |
Can
I use my phone and service out of the USA? |
| |
Unfortunately,
your phone and service cannot be used outside of the USA. |
| |
|
|
| |
+