Below you will find a list of the most frequently asked questions from MobileNation members.
- Can I share the minutes, data or texting on my Unlimited Data, Talk and Text plan with other users?
Minutes,
data and text can only be shared with MobileNation Family Savings Plans.
Back to Top- Is there a data usage cap on the Unlimited Data, Talk and Text Plan?
There are no
caps, unlimited data each and every month.
Back to Top- Are other people I call with my unlimited minutes charged for my call to them?
It would depend
on who they have service with and if their minutes are unlimited or charged by
the minute.
Back to Top- Are there restrictions to the data use type with my Unlimited Data, Talk and Text Plan?
The
use of tethering equipment to a mobile computing device and/or the use of WIFI
mobile hotspot included on some mobile phones is restricted by calling plan. Please see MobileNation Terms and Conditions for
complete details.
Back to Top- Are there parts of the country that are not covered with the Unlimited Data, Talk and Text Plan?
MobileNation owns and operates its own state of the art high
speed wireless network within Tennessee and Kentucky. When members do happen to
travel outside of our network, they are covered coast to coast through
partnerships that we have with numerous regional and national wireless
carriers. This assures that our members have the same level of
high quality network service at home or nationwide.
Back to Top- With my Unlimited Data, Talk and Text plan, why is my phone's roaming indicator on?
The roaming
indicator is a function that relays when you are on one of our partner
networks. This is only an indicator and you will not receive any roaming
charges.
Back to Top- Is 411 included with Unlimited Data, Talk and Text Plan?
411 is not
included with the Unlimited Data, Talk and Text Plan. However there are many
free options such as 800-free-411 to choose from. MobileNation 411 is .99 per
call.
Back to Top- What is a “Money Wallet”?
With
MobileNation’s No Contract Membership Option, the calling plan service access
is charged in advance. With this, MobileNation does not post-bill for charges
generated from: 411 or International Long Distance calls. Funds within the
Money Wallet pay for these types of usage.
Back to Top- Is there an option to not have data on the Unlimited Data, Talk and Text Plan?
Yes.
$45/month for Unlimited Talk and Text with a contract membership and $40/month
with a no contract membership.
Back to Top- How do I keep my number?
MobileNation is committed to delivering cellular service in an honest and straightforward manner. Our honest and straightforward approach is exactly what you will get when it comes to Wireless Local Number Portability (WLNP), which is the ability to bring your phone number (also known as "porting") with you when you change wireless and other carriers. MobileNation will tell you exactly what to expect and how to avoid surprises with WLNP.
Keep the following in mind:
- Don't cancel your current service, when your request goes through, your service with your old provider will be canceled automatically.
- If you are under contract with your current provider when you decide to move your number to a new carrier, you will be liable for any early termination fees that may be applied to your old account.
- Have your account information handy, having your current provider's account number can make the request go more smoothly.
- You can keep not only your wireless phone number, you can also keep a landline telephone number when you change providers.
- The number port is for local numbers only. You cannot move your current number to a different area code if you are moving out of your current area.
- Generally, the industry standard is 2.5 hours for a simple Wireless-to-Wireless port, and five business days for a simple Landline-to-Wireless port. Keep in mind these times may vary depending on certain factors.
Back to Top- My MobileNation phone won't power on. What should I do?
Here are a few simple steps to try if your MobileNation wireless phone will not power on.
- Press and hold the power button.
- Check the battery (remove and replace it).
- Try plugging the phone into the charger.
- If it shows that it's charging, let it charge for awhile.
- If it shows it's not charging try a different charger.
If none of these steps are working, you may need to bring your phone to any MobileNation retail location or contact Member Services for further assistance.
Back to Top- What does No Service mean on my phone screen?
The NO SVC or NS (No Service) light will always appear on your display when
you first power on your mobile phone. It generally takes a few seconds for your phone
to recognize the available signal. If the NO SVC or NS light stays on
continually when you are in one location, you may be in an area where it is
difficult to pick up a signal, or you may be in an area that is outside the
MobileNation Network.
If you are certain you are within a MobileNation service area when you move
outdoors and conditions for reception are good; try to power cycle your phone
by removing the battery while the phone is on, leaving it off for about 3
seconds. Put the battery back in, turn the phone on, and attempt to make your
call again.
Also, you may need to update the software of your phone by dialing *228 and
SEND, when prompted by the operator select option 1 to update your PRL
(Preferred Roaming List). If neither of these steps resolves the issue please
call Member Services from a landline phone at 1-877-732-2147.
Back to Top- My MobileNation cell phone was lost or it was stolen. What do I do now?
If your cell phone is lost or stolen, immediately call Member Services at 1-877-732-2147 to suspend service, so we can quickly protect your account from fraudulent use. Please be aware that customers are responsible for any charges incurred on the phone until the theft or loss is reported to MobileNation.
If you carry our cell phone protection plan on your device you will need to contact eSecuritel at 1-855-309-8343 or at www.esecuritel.com/mobilenation to begin filing a claim.
Back to Top- What do I do If my MobileNation cell phone gets wet?
Unfortunately, once your cell phone has gotten wet the damage is done. Once a device contains moisture it may
rapidly or slowly begin to malfunction. Any type of liquid in or on your phone would not be covered under your
manufacturer's warranty. If you have a cell phone protection plan on your device,
you can contact eSecuritel at 1-855-309-8343 or www.esecuritel.com/mobilenation to begin filing your
claim.
Back to Top- Why can't I send or receive text or picture messages?
Try to power cycle your wireless phone by removing the battery while the phone is on,
leaving it off for about 3 seconds. Put the battery back in, turn the phone on,
and attempt to send your message again.
If your messaging is still not working it may be caused by various different
reasons. Please call us at 1-877-732-2147 so we may assist you.
Back to Top- Why aren't my missed calls not going to my voicemail?
If you have your voicemail setup, your voicemail box is not full and your missed calls are not being directed to your mailbox, your phone is probably forwarded. To disable call forwarding, dial *73 and press SEND. The phone will automatically end the call and future missed calls will be correctly directed to your voicemail box.
Back to Top- How do I access my voicemail?
Accessing your voicemail box is easy. Just follow the simple steps below.
- Dial your MobileNation mobile phone number
- Are you prompted for your password?
- If yes, continue to step 3
- If no, press *
- Dial your password
Back to Top- How long does my voicemail password need to be?
The password must be 4 to 7 digits. You should create your password to be something you can easily remember but difficult for others to guess.
Back to Top- How can I change my voicemail password?
To change your password:
- Log in to your voicemail.
- From the main menu, press 4 - Result: The Personal Options menu is
played.
- Press 4 - Result: The Personal Preferences menu is played.
- Press 1 - Result: The system prompts you to dial your new login
password.
- Dial your new login password, and press #.
If you have forgotten your voicemail password, please contact Member Services at 1-877-732-2147.
Back to Top- How do I exit my voicemail?
Exit your voicemail by pressing # from the main menu or by simply ending the call.
Back to Top- What is my voicemail greeting and how can I change it?
Your greeting plays when a caller reaches your mailbox. To show callers that you are actively using your mailbox, you should change your greeting regularly. Your greeting should contain the following information:
- your name
- your availability status, and
- additional options available to your callers.
You can create additional greetings to activate under special circumstances.
For example, you might create a special greeting to play while you are on an
extended vacation, and will not be able to retrieve your messages for several
days. To further personalize your mailbox, you can set up
time-dependent greetings to play at a specific time or called number greetings
to play based on a specific telephone number.
To review your current greeting:
- From the Main Menu, press 3.
- Press 1 to hear the greeting.
To change your greeting:
- From the Main Menu, select option 3.
- Press 2 and speak your new greeting.
- press # to stop recording.
Back to Top- How do I delete messages from my voicemail?
To delete a message from your voicemail, press 7 after the message plays.
Back to Top- How do I save a message in my voicemail?
To save a message in your voicemail, press 9 after listening to the message.
Back to Top- What is three-way calling?
You can talk with two people at the same time with a three-way conversation on your wireless phone. Airtime and other charges, which may include toll or long distance charges, will apply for all simultaneous calls until you end one call. Three-way calling is not available in some areas.
Back to Top- How do I make a three-way call?
To create a three-way call follow the below steps:
- Start the first call.
- While on the first call, dial the 10-digit number of the second person.
- Press "Send;" the first person is automatically put on hold while the call
is made.
- When the second person answers, press "Send" to create a conference
call.
- If the second person does not answer, press the "Send" key twice to end the
connection and go back to the first person.
- To end both conversations completely, press the "End"
key.
Back to Top- How do I disconnect just one person on my three-way call?
To disconnect just one person simply ask them to hang up. If you hit the END on your side of the call it will disconnect all parties on the three-way call.
Back to Top- Can I turn call waiting in to a three-way call?
No, but you do have the option to speak to the second caller by pressing
"Send." To return to the first call, press "Send" again. To switch between the
two calls, press "Send."
Back to Top- What happens if I'm on a three-way call and someone else calls me?
If someone tries to call you while a 3-Way call is in progress, they will
either hear a busy signal or will be forwarded to your voice mail. If you have
activated call forwarding, the call will be forwarded
immediately.
Back to Top- What is call waiting?
This feature lets you know when another caller is trying to reach you while
you're on another call. You will hear a short tone. After you hear the Call
Waiting tone, you'll have approximately 30 seconds to answer before the second
caller hears a standard message or is forwarded to your Voice Mailbox. If you
answer the call, airtime and other usual charges will apply to both calls until
you end one call.
Back to Top- How do I use call waiting on my cell phone?
When you're on the line and a second call comes in, you'll hear a tone to let
you know you have another call. When that happens, you have three choices:
- Put the first call on hold by pressing SEND. You'll automatically be
connected with the second call. To return to the first call: Press SEND again.
To switch between the two calls: Press SEND.
- Or, end the first call by asking the first caller to hang up. This
automatically connects you to your waiting call.
- Or, ignore the Call Waiting tone. After 30 seconds, the waiting caller will
hear a message indicating that you're not available, or will be forwarded to
your voice mailbox if you subscribe to a messaging
service.
Back to Top- I don't want call waiting. Can I disable it?
Yes, before a call, dial *70 + the 10-digit number you are calling +
SEND.
Back to Top- Who can I send a text message to?
With text messaging, you can send and receive messages from your MobileNation wireless phone to almost any other phone or email. The recipient has to be able
to receive text messages.
Back to Top- What is Premium Text Messaging?
Premium Messaging is an option to purchase or subscribe to messaging
programs, provided by third party providers, for charges that are in addition to standard messaging charges. The premium charges for subscriptions recur monthly, while the premium charges for purchases occur only once. Many third-party providers offer both one-time purchases and recurring subscriptions. These programs are initiated through special numbers, which are four, five or six-digit numbers, known as Short Codes.
Examples of Premium Messaging programs are:
- Interactive voting during TV shows
- Purchases of content, such as ringtones, wallpaper or screensavers
- Weather alerts, sports score alerts, daily jokes, horoscopes, etc.
- Trivia subscriptions
- Subscriptions that enable the download of a certain amount of content each
month, such as the ability to download 10 ringtones or wallpapers per
month
Back to Top- Who can make changes to my MobileNation account?
The only people who can make changes to an account are the
Account Holder and the Authorized User. The Authorized User is someone the
Account Holder has designated as the user of a particular mobile number on the
account. An Authorized User has limited account access and must be able to
identify specific account information in order to make changes. There are
certain actions the Authorized User can take on their own, and then there
are other actions that the Account Holder must grant permission for the
Authorized User to perform.
Responsible Party/Account Holder: Person(s)
who signed the contractual agreements initially for service and is
contractually liable. A Responsible Party/Account Holder can:
· Sign
contractual agreements/renewal agreements/extensions.
· Make
plan and feature changes.
· Make
inquiries regarding account balances.
· Make
equipment changes
· Receive
assistance with voicemail issues including resetting passwords.
· Sign
renewal agreements.
· Request
and receive detailed billing and call reports.
· Gain
assistance with online billing reports.
· Authorize
suspensions/unsuspensions on account.
· Authorize
disconnects and initiate port requests.
· Request
a number change request.
· Address change
Authorized User: Person(s) authorized by
Responsible Party/Account Holder to perform the following at any time until
authorization is revoked, or person(s) given contemporaneous, verbal
authorization by Responsible Party/Account Holder to perform the following on a
one-time basis:
· Make
plan and feature changes.
· Make
inquiries regarding account balances.
· Make
equipment changes, and receive assistance with voice mail issues up to and
including having the voice mail pass codes reset.
Authorized Users cannot perform the
following:
· Sign
contractual agreements/renewal agreements/extensions.
· Sign
renewal agreements.
· Request
and receive detailed billing and call reports.
· Gain
assistance with online billing reports.
· Authorize
unsuspensions on account.
· Authorize
disconnects and initiate port requests.
· Authorize
number change request.
Verification of
identity will be required for all account transactions. Depending on the
transaction being performed, the requestor may be required to provide a picture
ID and know the following information about the Account Holder: 10-digit Social
Security Number, billing address and date of birth.
Back to Top- Why can I not make or receive calls?
If you are unable to make or receive calls on your MobileNation phone:
- Check the signal strength on your mobile phone to ensure you are receiving a good signal.
- Check to ensure the “No Service” indicator is not displayed on your mobile phone.
If you are receiving a good signal and service, try power cycling your phone by
removing the battery while the phone is on, leaving it off for about 3
seconds.
- Put the battery back in, turn the phone on, and attempt to make your call
again.
- You may need to update the software of your phone by dialing *228 and SEND.
When prompted by the operator select option 1 to update your PRL (Preferred
Roaming List).
If none of these steps resolves the issue, please call Member Services from a landline
phone at 1-877-732-2147.
Back to Top- Does my mobile phone have a warranty?
When a Member purchases new equipment with MobileNation there will be a
Manufacturer’s Warranty extending 1 year from original purchase date. The
warranty only covers manufacturer’s defects and anything that can be deemed
damage will void any warranty.
Back to Top- Why do I hear feedback or an echo on my cell phone?
If you're getting feedback (an echo or "squelch") whenever you talk on your cell phone, try turning down the volume. In some cases, your microphone can hear your
earpiece (this is especially true for hands-free car kits). Adjusting your
volume to a lower setting should
help.
Back to Top- What does the cell phone warranty cover?
The Manufacturers Warranty:
- Covers defects in materials and workmanship not caused by physical and/or
liquid damage or wear and tear.
- Coverage extends to the original owner only.
- Coverage is one year from original date of purchase.
- The manufacturer covers in-Warranty maintenance.
Back to Top- What is not covered by the Warranty?
-
Manufacturer Warranty does not cover:
- Work performed by a Non-Authorized Service Center.
- Products that have the serial numbers and or date tags removed, altered, or
rendered illegible.
- Products that have signs of void sticker tampering. (i.e., peeled
corners)
- Products with missing, altered, or activated liquid litmus paper.
- Non-manufacturer housing or parts. The installation of aftermarket cosmetics
(front and back covers), antennas, and batteries will void the warranty.
- Housing that displays cracks, chips, dents, or that has been painted.
- Damage caused by dropping the product on a hard surface, contact with any
form of liquid (i.e., water, rain, snow, humidity, perspiration &
condensation), contact with sand, dirt or the like and spills from food or
drink.
- Signs of excessive contamination, corrosion (i.e., rust or a green, blue, or
white deposit) on the data port or connector.
- Any damaged, bent, or missing pins, or broken DC jacks.
- Any cracks, breaks, or discoloration of the LCD.
- Any object heard rattling inside the unit is not covered under
warranty.
- Rooting of any Android operating system.
- Adding any malicious application or software.
If any of these situations apply, please contact eSecuritel at 1-855-309-8343 or go to www.esecuritel.com/mobilenation to make a claim.
Back to Top- What is a Liquid/Tamper Sticker?
Each MobileNation wireless phone comes with a Liquid/Tamper sticker somewhere in the
phone. Please inspect your phone when you receive it ensure the sticker is
intact. If you have problems locating the Liquid/Tamper Sticker, please contact
Member Services or the agent or retail location the phone was purchased from.
When contacting Member Services for phone issues please remember the
following:
- A smeared liquid indicator of any type voids the manufacturer's
warranty.
- The removal or re-positioning of a liquid or tamper sticker voids the
manufacturer's warranty.
- The absence of a liquid or tamper sticker voids the manufacturer's
warranty.When a checkerboard or half solid red/half solid white label has been in
contact with liquid, the red and white checker boxes will:
- smear and the material may be washed away
- Some phones use a dot or square liquid evident label located on the battery
or under the faceplate. It will turn red when activated, indicating contact with
liquid.
If any of these situations apply, please contact eSecuritel at 1-855-309-8343 or go to www.esecuritel.com/mobilenation to make a wireless phone protection claim.
Back to Top- My cell phone won't charge. Is that covered under warranty?
If your cell phone won't charge there could be a different number of reasons why.
Please note the following on charging ports:
- Missing or bent charging connectors are considered customer abuse and will
void all warranty.
- Charging ports on which the frame is bent or coming up off the board are
also customer abuse and will void all warranty.
- Dirt, corrosion, or foreign object lodged in a charging port preventing the
port from operating correctly will void the manufacturers warranty.
If any of these situations apply, please contact eSecuritel at 1-855-309-8343 or go to www.esecuritel.com/mobilenation to make a phone protection claim.
Back to Top- The screen on my cell phone is cracked. Is that covered under warranty?
Please note the following on broken displays:
- Displays that are cracked, broken, or bruised will void warranty.
- Displays that have any liquid or dirt inside the screen will void all
warranty.
- LCDs that have any types of discoloration due to pressure void
warranty.
If any of these situations apply, please contact eSecuritel at 1-855-309-8343 or go to www.esecuritel.com/mobilenation to make a phone protection claim.
Back to Top- Can I use a wireless phone from another carrier?
Yes. MobileNation offers phone flashing
for CDMA phones from other carriers.
Please see a store for details.
Back to Top- I think I have a warranty issue. What do I do now?
If you have an issue with your MobileNation wireless phone that you think might be a
warranty issue, you should take your phone to the agent location you
purchased it from or the nearest MobileNation retail location. Once there, your
phone will be checked for warranty eligibility. If it is decided that the
concerns are a warranty issue, you will be advised of your options with
MobileNation for a warranty
exchange.
Back to Top- Can I get Phone Protection on my MobileNation wireless phone?
You can get wireless phone protection for your phone. The monthly premium for the phone protection is dependent on the retail price of the phone. For phones with a retail price $249.99 and under, the monthly premium is $4.99. For phones with a retail price $250.00 and higher the monthly premium is $6.99.
You can add Phone Protection at the time of sale, or you can contact Member Sevices at 1-877-732-2147.
Back to Top- Who is eSecuritel?
eSecuritel provides customers with high-quality phone and device
replacements, a simple claims process and the ability to easily manage their
accounts online. They can even receive their replacement phone same day. This
all adds up to an experience that delights customers and increases customer
satisfaction. You can also learn more information about them by visiting their
website www.esecuritel.com/mobilenation.
Back to Top- What does phone protection cover?
Phone protection covers those issues not covered by the warranty, including: lost, stolen, damaged, and
malfunction/mechanical failure after manufacturer's warranty expires.
Back to Top- What does it cost to make a phone protection claim?
Like most insurance programs there is a deductible to make a phone protection
claim. The deducible is based on the retail price of the phone just like the
monthly premium is. For mobile phones with a retail price of $249.99 or lower, the
deductible is $40 For phones with a retail price $250.00 or higher the
deductible is $75.
Back to Top- How often can I make a phone protection claim?
Members can make two wireless phone protection claims in a rolling 12 month period.
Back to Top- How do I make a phone protection claim?
To make a phone protection claim contact eSecuritel at 1-855-309-8343 or at www.esecuritel.com/mobilenation. Please be sure to have information such as cell phone number, member number, make and model of phone and be able to explain what happened to phone. Only the account holder and users authorized by the account holder with eSecuritel will be able to complete phone protection claims.
Back to Top- When do my unlimited night and weekend minutes start?
Night minutess start at 9:01 pm Monday through Thursday nights and end the following morning at 5:59 am. Weekend minutes start at 9:01 pm on Friday and last until 5:59 am the following Monday.
Back to Top- Is there an early termination fee with contract members?
The Member will be liable for up to a $250 early termination fee per line terminated. The early termination fee may be prorated, in our sole discretion, based on the length of time remaining on the Agreement.
Back to Top- How do I return a phone?
To return your wireless phone, please return it to the MobileNation location the device was purchased from. The following covers MobileNation's return policy.
Worry-free Return Policy - 7 days for Non-Contract Members and 14 days for Contract Members
Contract members may cancel service without incurring early termination fees
by returning any purchased or free phone(s) purchased within the first fourteen
(14) days of service in “like new” condition. “Like new” is a phone purchased
from an authorized agent in its original packaging with all original contents,
undamaged, proof of purchase and in good working condition as determined in our
sole discretion. Non-contract members may cancel Service without incurring early
termination fees by returning any purchased or free phone(s) purchased within the
first seven (7) days of service in “like new” condition.
For Service
cancellations administered within the seven (7) or fourteen (14) days, the
member will be refunded the cost of the phone(s), membership fee(s), and
prorated calling plan access charges. Any other usage charges such as per MB or
per minute overages or content purchased are not refundable.
Refunds will be processed by a Check from MobileNation. Members will need to allow up to 14 days for processing. The seven (7) or fourteen (14) day trial periods are not available to current members who are renewing service under a prior Agreement with us or who are adding lines or purchasing additional equipment.
For cancellations requested on the same day service is established, the cancellation must be administered at the same location where service was established to receive an in-store refund.
Equipment Exchanges - 7 days for Non-Contract Members and 14 days for Contract Members
Members may exchange their device within 7 days of purchase for Non-Contract Members and 14 days of purchase for Contract Members. Devices with
more than 500 minutes of usage will not be accepted for return or exchange. The
device being exchanged must be in "like new" condition and must be accompanied by
the original packaging with all original contents, undamaged, proof of
purchase and in good working condition. Members will either receive a credit to their account for
the balance difference in their favor or must pay the difference upon exchange.
Members are only allowed to take advantage of this exchange offering
once, and a $35 restocking fee will be assessed for each exchanged device.
Back to Top- How to text message a MobileNation phone from an email address ?
It is simple. To send a text
message to a MobileNation phone from an email enter the full ten digit
MobileNation number followed by @sms.mymobilenation.net.
Example: 5551113333@sms.mymobilenation.net
Back to Top- What is QWERTY?
You may have heard someone refer to a wireless phone as a QWERTY - What is QWERTY? When it comes to wireless phones, the term "QWERTY" refers to a cell phone that has a physical or virtual keyboard in the traditional layout where the first six letters appear in the top left letter row of the keyboard and read left to right: Q-W-E-R-T-Y. The QWERTY keyboard on wireless phones allow for faster text entry making it a must-have for those who send emails and texts frequently.
Back to Top- How long do my carryover minutes and carryover data stay on my account?
Your leftover data as well as your leftover minutes roll over for only one month.
Any data or minutes used comes out of the carryover balance first before your standard package allowance is used. If any amount of the carryover bucket is not used in the following month, then they will expire when the next
billing cycle starts.
Back to Top- Does MobileNation offer Shared Data plans?
YES! MobileNation was the first wireless company to offer a Shared data plan.
But that’s not all – MobileNation also allows you to CARRYOVER any unused data to the next month. If your family only uses 3GB of your 4GB plan, you’ll all have 5GB to play with the next month, which means you’re not throwing your money away month after month for unused data like you will at the other carriers.
All in all, the value that MobileNation members get with the combined advantages of Shared and Carryover Data are unmatched and unbeatable at the other carriers like AT&T and Verizon. See more for yourself by going to www.youwillswitch.com or www.mymobilenation.com.
Back to Top- Can I share my MobileNation prepaid (no contract) plan?
YES! MobileNation makes it easy and affordable for families to share their minutes, data, and text messaging with a no contract membership plan. Just like our contract membership, no contract members can choose a family savings plan and share anytime minutes, unlimited mobile to any US mobile, unlimited text messaging, unlimited nights and weekends, and carryover minutes. When compared to AT&T, Verizon, and even StraightTalk prepaid plans, MobileNation can save families significant dollars every month on their no contract plan.
Back to Top