Frequently Asked Cellular Service Questions (FAQs)
Personal Cellular Use
*This information is subject to change with the conversion to AT&T service.
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 12-month date.
If I am dissatisfied with my service what should I do? New contracts have a 15-day trial period. 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 12-month period. If you cancel your service between 9 and 12 months, 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 can I get a different device? Your agreement allows one device within a 12-month contract period. After this date, you are eligible to get a new device at the contract price. Anytime prior to the 12-month date on your agreement, you will have to pay the full replacement price.
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, 027 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.
*International cellular service is now available through the UWSP Telephone Support Office. Call 715-346-2562 for more information.
Can I make international calls using my cellular device? Yes. Many options are available. Call the Telephone Support Office at 715-346-2562.
Can I use my cellular device in Canada? Yes.
Can I use my cellular phone while traveling abroad? In Mexico? Yes.
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.
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? No. Our contracts do not allow for any changes to night and weekend minutes.
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.
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.
Click here for a complete list of voicemail instructions.