Get Help with your Wireless Phone

Can I keep my current phone number?

Yes, in most cases. Our activation process allows you to transfer your existing number from your old provider. To authorize the release of your phone number to FOCUS Broadband, you will need to provide us with your previous account number. Your FOCUS Broadband customer care representative will handle the porting process for you. You should allow up to 24 hours for the porting process to complete. Service with your previous provider will remain available until the porting process has been completed. If you opt for a new number, those provided by FOCUS Broadband will be local.

Will I have a local number?

Yes. FOCUS Broadband uses numbers which are local for most of our customers.

Can I use my current phone?

Cell phones from nearly every manufacturer will work on our network as long as they are CDMA compatible, use a SIM card and are unlocked. FOCUS Broadband will NOT activate a device that has been reported as lost or stolen by FOCUS Broadband or any other provider. Your FOCUS Broadbandcustomer care representative will help you determine if your phone can be used.

Can I trade my current phone in for a credit on another phone?

Yes. If you have a device that is in working condition, with no visible damage, we will appraise it in-store and deduct the appraised amount from the price of your new device.

How do I transfer my pictures and contacts to my new phone?

FOCUS Broadband customer care representatives can assist with this. Please let us know that you wish to do so when you activate your new device.

What should I expect to pay on the day I activate my phone?

New accounts will be subject to credit verification. As a result, a service deposit and/or down payment may be required at sign up. Activation fees and any accessory purchases must also be paid at activation. Partial and full financing options may be available for new devices. ONLY month plan and usage charges will be billed.

Do you require a term agreement?

By financing a phone through FOCUS Broadband you agree to pay for the price of your phone (less your down payment) over the course of 24 or 30 months. The agreement begins the day your service/device is activated. If you decide to discontinue your service at any time during this two year period, you will be responsible for any remaining balance owed on your device as well as any unbilled usage.

Can I change my calling plan?

Yes. You can change your plan at any time without incurring a penalty. The change will be effective immediately. However, you may be responsible for pro-rated charges from one plan to another when doing so in the middle of your billing cycle.

Can I change my wireless number?

Yes. Please contact our Customer Care group at 910-755-1818 to make this change.

Can I add my wireless service to my existing FOCUS Broadband account?

Yes. For your convenience we can combine your wireless charges with an existing FOCUS Broadband account.

When will my bill be due?

Your wireless service will be added to your current FOCUS Broadband service billing statement. New customers will be assigned a billing cycle at the time of activation. In this case, your first bill will arrive approximately 30 days following your activation. Please note that your first bill may include prorated charges

What happens if I do not pay my FOCUS Broadband wireless bill?

Because your wireless service will be included along with the monthly charges for all other FOCUS Broadband services for which you subscribe, you will be required to pay your entire monthly FOCUS Broadband bill to keep your wireless service active. Failure to pay your FOCUS Broadband bill will result in suspension of your wireless service. If your service is terminated, you will be responsible for any outstanding usage charges, monthly charges and the remaining portion of any financed devices will become due in full.

How many devices can I have on my account?

At this time, the maximum number of devices that are allowed on an Unlimited/Unlimited Plus account is ten (10). Simple Shared plans do not have a device limit. Plans are also available for use with tablets, however, they do require subscription to at least one phone line. If a tablet is used, customer must purchase independently and have added to their account.

What does device insurance plan cover?

FOCUS Broadband offers device insurance options which cover accidental damage (damages due to drops or spills), theft or loss, mechanical failure and manufacturer defects. Certain mechanical failures and manufacturer defects are covered by the manufacturer’s warranty. If your phone cannot be repaired, you can receive a replacement or check/gift card for its cash value (less deductible, which is due at the time of the claim).

How long do I have to enroll in the device insurance plan?

Device protection must be added within the first five (5) days of service.

How do I file an insurance claim?

If you feel that your issue is the result of a mechanical failure or manufacturer’s defect, and if your device is still within the warranty period, please contact our Customer Care group at 910-755-1818 for assistance. To file a claim for a lost or damaged item, go to www.protectcell.com and click on "My Device" to file a claim. You can use their chat feature on their website or call 1-877-775-3274 with your contract purchase receipt readily available.

What types of data use count against my data allowance?

Any data used while your device is connected to the wireless network will use your monthly data allowance. This includes when you access the internet, watch videos, check email, play games and use apps such as Facebook or Maps. Background tasks, such as syncing or location services, may also use data.

How can I tell if the data I am using counts against my data allowance?

Refer to the notification bar on your device to determine when you’re connected to the wireless network. If you see 4G or LTE, this means you're connected to our network.

How can I best reduce the amount of data counting against my allowance and still access the Internet?

When you're connected to Wi-Fi you won't be charged for any data you use because you aren't using the wireless network. We recommend you connect to Wi-Fi networks you know and trust whenever they're available. This is a great way to manage how much data you use and avoid extra charges. We also recommend adjusting your device settings to perform software updates, app refreshes or backups only when connected to Wi-Fi.

What happens when I exceed my data allowance?

If you are on a data-capped plan, you will continue to receive data and will begin to incur overage charges for the data you use. Overage rates may vary. If you are on an unlimited plan and exceed the data speed subscribed, your data may be throttled. Please contact our Customer Care group at 910-755-1818 for more details.

How can I tell how much data I have used?

You will receive a text message alerting you that you are near your monthly data allowance. You may also obtain this information by contacting our Customer Care group at 910-755-1818.

What types of voice calls count against my plan?

Each of the plans offered by FOCUS Broadband include unlimited voice calling to areas within the US; however, your call may sometimes get picked up and carried by cell sites that are not part of our wireless network. When this happens, you may be responsible for roaming charges.

How can I tell if my call is roaming?

A roaming indicator will appear on your phone.

What is the cost for roaming?

When your call is roaming outside of our network you will be billed a rate of $0.59/minute. For international roaming rates, please call Customer Care at 910-755-1818.

Can I make international calls?

Your wireless plan has been set to block international calls. To make an international call, you will need to have an International Calling plan added to your account. To do so, please call 910-755-1818. You will need to do this to place an international call when calling from within the U.S. and when calling back to the U.S. from an international country. Rates for international inbound calls may vary, as they are implemented by the carrier in the country in which the call originates. Please allow up to three (3) months for international calling charges to appear on your bill. NOTE: After adding international access to your phone, please be sure to power your phone off and back on before leaving the U.S. to make international calling/roaming work.

What is the rate for international texting?

Rates vary for international texting and may range from $0.20 to $0.40 per text.

Is calling to Canada, Mexico, US Virgin Islands, Puerto Rico or Guam considered an international call?

Yes.

Can I make a call in an area where I can’t receive coverage?

With Wi-Fi calling you can make and receive calls using a Wi-Fi network rather than using a traditional wireless network. This option is included at no additional charge with your existing voice plan and HD voice compatible device. Wi-Fi calling does not go against your data allowance, however, usage charges may apply for calls and texts. To use this feature, you will need to turn Wi-Fi Calling on in device Settings.

Why am I not receiving the full text message?

Text messages are limited to 160 characters.

What is the maximum size of a picture message?

350 KB. Depending on the size and quality of the photo, some photos may not be transmitted.

Can I block a caller?

Yes. You can add a blocking feature to each device on your account which limits types of purchases like ringtones and in-app purchases calls. To do so, please call Customer Care at 910-755-1818.

Can I block charges for third party content?

Yes. You can block calls or texts from an individual. To do so please call Customer Care at 910-755-1818.

What do I do if my phone freezes?

This issue can typically be resolved by powering your phone off, waiting two (2) minutes and then powering the phone on again. If the problem persists, please contact our Customer Care group at 910-755-1818 for assistance.

What do I do if my battery will not stay charged?

Turn the phone off. Remove your battery and put it back in if it is possible to do so. If the battery still does not charge, then you may need a new battery.

Does FOCUS Broadband offer device insurance?

Yes. FOCUS Broadband offers optional wireless device insurance through ProtectCELL. With device insurance, you're covered for:

• Accidental damage: Damages due to drops and spills, such as cracked screens are covered.
• Theft & Loss Coverage: If your phone is lost or stolen,* you can receive a replacement or refund for its cash value.
• Mechanical Failure & Manufacturer Defects: Provides coverage beyond standard warranty.
• Additional Features: ID Theft Support, Data Security, BuyBack Value, Device Location (Additional plan benefits may vary by plan type).

How much does insurance cost?

$9/month ($175 deductible)

How do I file an insurance claim?

Go to www.protectcell.com & click on "My Device" to file a claim. You can use their chat feature on their website or call (877) 775-3274 with your policy number or device serial number readily available.

How do I get my phone replaced?

Ship The Damaged Device: If your claim is approved, pay the appropriate deductible and your new device will be on its way. 99% of devices are shipped within 1 business day.