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VIVA Wireless FAQ |
| Q. |
How
do I activate my phone? |
| A. |
If
you already have a tri-mode CDMA handset,
you may be able to activate service without buying a new phone.
Just contact Pharos International. Once purchased, an activation pin will be sent. Just remember
that your phone cannot be active with another service in order
to activate service with VIVASM
Prepaid Wireless Service. |
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| Q. |
What
is an ESN and where is it located? |
| A. |
An ESN is the
Electronic Serial Number, which is located
on the back of your phone.
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| Q. |
What
do I do if the phone does not work after activation and programming
has been complete? |
| A. |
Please contact Pharos International. |
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| Q. |
What
is PRL and what does it do? |
| A. |
PRL stands for Preferred
Roaming List. Your PRL allows you to travel outside
of your home area and still make and receive calls at the regular
home rates as long as you are on the VIVASM
Prepaid Wireless network. However, if you travel outside the
VIVASM Prepaid Wireless Network, your
call will be charged at a higher rate. |
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| Q. |
How
do I program the PRL’s for my tri-mode handset? |
| A. |
The PRLs are
frequently updated. In order for you to update your phone to
feature the new PRLs and know when you are on or off-network,
all you need to do is dial *22891 + send from
your activated phone. You will not be charged to download your
PRL. |
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| Q. |
Why
does my wireless handset show roaming, even though I am in the
home area? |
| A. |
If your handset is newly activated,
ensure that enough time has been allowed for the system to activate
the phone. Check to see that airtime minutes were loaded on
the handset. If both have been completed, press Send
+ End + Clear to register the handset with the network,
and allow 20 minutes for registration. If the problem persists,
contact Customer Service at 1-800-819-7429
for additional assistance. Please have your mobile number
and ESN ready. |
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| Q. |
How
is the connection fee deducted from my phone? |
| A. |
There is no longer a conection fee. |
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| Q. |
When
will my standard peak and off-peak rates apply? |
| A. |
Peak rates apply from 7:00
am – 8:59 pm. Off-peak rates apply from 9:00 pm –
6:59 am. Please refer to your rate card for specific airtime
rates during those times. |
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| Q. |
How do I buy more airtime? |
| A. |
Pharos International, for an emailed pin (first-time Pharos clients will be snail-mailed.) |
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| Q. |
How
do I add minutes to my phone? |
| A. |
Dial 1-888-445-4399
from any phone and press (1) for English or (2) for Spanish.
Enter your 10-digit wireless phone number. Press (2) at the
main menu to add money to your account. Enter your 4-digit passcode
(last 4 digits of your activation card PIN, unless previously
changed). Press (1) to add money using your prepaid card. Enter
the airtime PIN followed by the # key. |
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| Q. |
When
adding airtime, how do I determine my 4-digit PIN number? |
| A. |
Your 4-digit PIN will be the
last 4 digits of your Activation Card PIN. You will
need to use this PIN to access or to add airtime to your account.
If you do not know your PIN or if you would like to change your
PIN, call 1-800-819-7429. |
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| Q. |
I
transferred airtime to my phone, but the minutes are not showing
in my account. What should I do? |
| A. |
Contact Customer Service at
1-800-819-7429 and provide your mobile number
and the PIN number on the airtime card you are attempting to
transfer to your account. Note: Only VIVASM
Prepaid Wireless airtime cards will work on your phone. |
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| Q. |
How
can I find out the usage on my phone since the last airtime
card was added? |
| A. |
Contact Customer Service at
1-800-819-7429 and provide your mobile number
and ESN that you want to see call detail for.
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| Q. |
How
do I reset the PIN code for my phone? |
| A. |
Contact Customer Service at
1-800-819-7429 and provide your mobile number
and ESN. You may also dial 1-888-445-4399
and choose option 3 to change your account
profile. Your PIN code should always remain confidential. |
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| Q. |
How
do I change my mobile number? |
| A. |
Contact Customer Service 1-800-819-7429
and provide the State and City for which you would like a number.
Note: If the phone is currently active, unused airtime minutes
cannot be transferred to the new number. |
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| Q. |
How
do I disconnect my mobile phone? |
| A. |
Contact Customer Service at
1-800-819-7429 and provide your mobile number
and ESN that you want disconnected. Disconnect requests will
be processed 30 days from the date you make the request. Your
phone should not be used during the 30 days following your disconnect
request. If it is, the order will not be processed and your
phone will be returned to active status. |
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| Q. |
How
do I process an ESN change? |
| A. |
In order to change an ESN,
you will need to contact Pharos International. |
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| Q. |
How
do I setup my voice mail? |
| A. |
Dial #738
from your wireless phone (or you can also dial your wireless
phone number from a landline phone). When you hear “Your
call is being forwarded to an automated voice message system,”
press #. The system will start a brief tutorial
session on how to set up your voicemail box. You will be prompted
for the temporary passcode. This passcode is
your wireless phone number (area code + number). Once the permanent
passcode is established and you set the greeting type, your
voicemail box is ready. Now, you can retrieve message from your
wireless phone or dialing your wireless phone number from a
landline phone. |
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| Q. |
Can
I use my phone and service out of the USA? |
| A. |
Unfortunately, your phone and
service cannot be used outside of the USA. |
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