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011 MOBILE

Frequently Asked Questions

1. What is the difference between peak and off-peak minutes?
2. How do I make an International Long Distance call?
3. How can I contact customer service?
4. Where can I find out the details about a plan?
5. What are my payment options?
6. What happens if I dont talk for a whole minute or drop a call?
7. What do I do when my account is suspended?
8. What do I do when my account is deactivated?
9. Can I remove or add voicemail to my account?
10. How do I use my voicemail?
11. Can I block or unblock text messaging from my account?
12. Can I change my mobile number?
13. What do I do if I lose my phone?
14. How long does it take my phone to be delivered in the mail?
15. How do I log into my account online?
16. Can I keep my number?
 

1. What is the difference between peak and off-peak minutes?
"All calls made during peak hours (see Rate Plan details), Monday through Friday are considered peak or anytime minutes. All other times are considered off-peak, or Nights and Weekends."

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2. How do I make an International Long Distance call?
"To place an International call, simply press and hold the 9 key down for one touch access or dial 1-866-339-9011 before dialing your International number. Instead of entering a PIN as with a typical prepaid calling card, our International calling system recognizes your mobile number and automatically accesses your account. "

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3. How can I contact customer service?
"You can reach customer service 24 hours a day by calling 1-866-624-3948. Someone should respond immediately during normal business hours. You can also get answers online at anytime by logging into your account with your username and password. "

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4. Where can I find out the details about a plan?
"If you are a current customer, log into you account online and select Current Plan Information. You may also contact Customer Service at 1-866-624-3948 for plan information." For new customers or to view all available plans select Plans on the Home page or contact a 011Mobile representative at 1-866-912-3948

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5. What are my payment options?
"You can log into your account online or call customer service at 1-866-624-3948. Online payment methods include Visa, MasterCard, Discover or Debit Card (must have Visa or MasterCard logo and the CVV number located on the back)."

"If you prefer, you can also activate the convenient Autopay feature. With this feature turned on, we will automatically charge your credit card when you need more airtime. If you do not have the Autopay feature turned on log into your account online or call customer service at 1-866-912-3948."

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6. What happens if I dont talk for a whole minute or drop a call?
"All calls are rounded up to the next minute. For example, if you talk for 1 minute and 30 seconds, you will be charged for 2 minutes."

"Dropping calls is unfortunate, but it does happen. You will only be charged for any airtime you used while the connection was active, and there is no extra charge after the call ends. If it happens often, please contact customer service for assistance."

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7. What do I do when my account is suspended?
"If your plan is suspended, you may be out of peak minutes, have a balance owing on your account or your plan has expired. To restore service contact customer service at 1-866-624-3948."

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8. What do I do when my account is deactivated?
You can reactivate your phone online or contact customer service. A reactivation fee may be applied. Any balance due from your old account will be attached to your new account and minutes are deducted to cover those fees. You will be assigned a new mobile number.

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9. Can I remove or add voicemail to my account?
"You can add or remove voicemail at anytime, at no charge, by contacting customer service at 1-866-624-3948 ."

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10. How do I use my voicemail?
"To set up your voicemail dial your mobile number and press * at the greeting. The system will prompt you to select a 4-10 digit security code and record a greeting. Please keep your security code in a safe place. If you require your voicemail to be reset, all saved voicemails will be lost."

"You can listen to your voicemail by holding the 1-touch access key, dialing your mobile number or pressing the button on your phone keypad which displays an envelope icon (if available). Follow the voicemail prompts of the automated system. To listen to your voicemail calling from another phone please call your mobile number and press the * key during the greeting. After you enter your security code, simply follow the automated instructions."

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11. Can I block or unblock text messaging from my account?
"You can block or add text messaging at anytime, at no charge, by contacting customer service."

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12. Can I change my mobile number?
"You can change you mobile number anytime by logging into your account online and selecting Update Mobile Number / ESN or contacting customer service. There is a $2.00 fee for changing your number in the same area code and a $7.00 fee for a new area code. Once your mobile number has been changed, the new number must be programmed into you phone before you can make and receive calls."

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13. What do I do if I lose my phone?
"If your phone has been lost or stolen, you can report it missing by calling customer service at 1-866-624-3948 ."

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14. How long does it take my phone to be delivered in the mail?
"All orders placed online may take between 3-10 days for delivery. Most orders placed before 3 PM PST, Monday through Friday, will be shipped on the same day. Orders placed after 3 PM or over the weekend will be shipped on the next business day. If you do not receive your phone within 10 days, please contact customer service for assistance and a tracking number. Note: Express Overnight Shipping orders should be received within 24 hours from shipment to most destinations."

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15. How do I log into my account online?
Go to the home page of this website and enter your username and password. Your username and password can be found on your original receipt in the customer information section.

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16. Can I keep my number?
Most active numbers can be ported. Please contact a 011Mobile representative at 1-866-912-3948 for details.

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