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Service-Related Issues

Published 08/31/2016 10:49 AM   |    Updated 10/18/2016 12:27 PM

Phone Calls

  • Verify your signal strength. Be sure that you have significant signal strength to be able to place or receive the call.
  • Power your device off and back on.
  • Verify there are no call-blocking apps installed.
  • Verify there are no restrictions set in the phone settings on the device.
  • Verify that you are dialing a 10 digit number. If you have the number saved to your contacts list, remove the contact and delete all call history, then try to dial the number without it being listed in your contact list.

Trouble Dialing 800 Numbers

Try dialing the 800-number from an alternate phone. If you have the same issue, this would indicate the 800-number is experiencing issues. If you are able to reach the number with no problems from an alternate phone, please call us at 8552774735 so that we can investigate this issue.


Fast Busy or System Busy

Check your signal strength. Verify that you have sufficient signal strength to be able to place the call. Does this issue occur when dialing a specific number or on all calls?

For a specific number - Attempt to dial the number from an alternate number. If you have the same issue, this would indicate a problem with the number you are dialing. If you are able to reach the number with no problems from an alternate phone, please call us at 8552774735 so that we can investigate this issue.

If the problem is occurring on all calls, please call us at 8552774735 so that we can investigate this issue.


Messaging

  • Verify your signal strength. Be sure that you have significant signal strength to be able to send or receive the message.
  • Delete all texts from the inbox, outbox and drafts. Move media files to an SD card and delete any files that are not needed.
  • Power your device off and back on.

If the issue persists, please call us at 8552774735 so that we can investigate the issue.


Internet

  • Verify your signal strength. Be sure that you have significant signal strength to be able to connect to the mobile network. Verify that your device displays either 3G or LTE.
  • Verify that you are not connected to Wi-Fi. If you are having trouble while connected to Wi-Fi, turn Wi-Fi off and try to connect to the mobile network.
  • If you are on a metered plan, visit datapass.cspire.com to verify that you have data remaining on your plan. If your data is depleted, you may purchase more from here.
  • Verify your mobile data is enabled and Wi-Fi is turned off, if not in use.

Android:

Drag down the notifications panel from the top of the screen. Make sure that “Mobile Data” is enabled.
Network screenshot

Apple:

Select Settings > Cellular > Cellular Data should be enabled.
Network screenshot

If the issue persists, please call us at 8552774735 so that we can investigate the issue.


Email

  • Android: Select Email > enter your email address and password and select “Next”. Select the type of account that you are using (POP, IMAP, Exchange) then select Next to complete the setup.
  • Apple: Select Settings > Mail, Contacts, Calendar > Add Account > Select the type of account that you wish to add > Enter your user name and password for your email account and select Next to complete the setup.

Voicemail

To check your voicemail, dial your 10-digit mobile number. Once you hear the message, press (*) to interrupt the message. The system will then ask you for your 4-digit passcode. Enter your passcode followed by the #. If your voicemail doesn’t pick up, please contact us at 8552774735 so that we can investigate this issue.


Wi-Fi

  • Android: Tap Settings > Under “Wireless and Networks”, make sure "Wi-Fi" is turned on, then press Wi-Fi. You may have to wait a moment as your Android device detects wireless networks in range, and displays them in a list. To rescan for available networks at any time, select Scan. Press the Wi-Fi network name that you want to connect to. If the network is not secured, the connection should complete successfully and you can skip the remainder of these instructions. If a padlock symbol is displayed to the right of the network name, it is secured and requires a password (also known as a Passphrase or Key) to complete the connection. If prompted, enter the correct Wi-Fi network password, and press Connect. This will complete your connection to the wireless network.
  • Apple: Tap Settings > Wi-Fi, and make sure Wi-Fi is turned on. Your device will search for available Wi-Fi networks. Tap the name of the Wi-Fi network you'd like to join. If applicable, enter the Network Password for the Wi-Fi network.

Call Forwarding or Caller ID

To forward your calls to an alternate number, simply dial *72 followed by the area code and number to which you want your calls forwarded, ie *726015551234 [Send].

To disable, dial *73 [Send].

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