H2O Wireless
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O2 WIreless Help & FAQs
 

 
 
Help & FAQs  
  How do I activate my phone?
What is an ESN and where is it located?
What do I do if the phone does not work after activation and programming has been complete?
What is PRL and what does it do?
How do I program the PRL’s for my tri-mode handset?
Why does my wireless handset show roaming, even though I am in the home area?
Where can I buy more airtime?
How do I add minutes to my phone?
When adding airtime, how do I determine my 4-digit PIN number?
I transferred airtime to my phone, but the minutes are not showing in my account. What should I do?
How can I find out the usage on my phone since the last airtime card was added?
How do I reset the PIN code for my phone?
How do I change my mobile number?
How do I disconnect my mobile phone?
How do I process an ESN change?
How do setup my voice mail?
How do I listen to my voice messages?
How do I use Text Messaging?
How do I activate Call Forwarding?
How do I deactivate Call Forwarding?
How do I set up Three-Way Calling?
How do I use Call Waiting?
How do I update the service?
Can I use my phone and service out of the USA?
 
 

How do I activate my phone?
If you already have a tri-mode CDMA handset, you may be able to activate service without buying a new phone. Just call Customer Care at 1-800-819-7696, provide the Electronic Serial Number (ESN) and model number of your phone. Just remember that your phone cannot be active with another service in order to activate service with H2O Wireless Service.

What is an ESN and where is it located?
An ESN is the Electronic Serial Number, which is located on the back of your phone.

What do I do if the phone does not work after activation and programming has been complete?
Please visit the Authorized Dealer you purchased your H2O Wireless service from. Or contact Customer Care at 1-800-819-7696 to find the dealer nearest you.

What is PRL and what does it do?
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 H2O Wireless network. However, if you travel outside the H2O Wireless Network, your call will be charged at a higher rate.

How do I program the PRL’s for my tri-mode handset?
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  +  from your activated phone. You will not be charged to download your PRL.

Why does my wireless handset show roaming, even though I am in the home area?
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  +  +  to register the handset with the network, and allow 20 minutes for registration. If the problem persists, contact Customer Care at 1-800-819-7696 for additional assistance. Please have your mobile number and ESN ready.

Where can I buy more airtime?
To buy more airtime, visit your nearest H2O Wireless Authorized Dealer, shop online or call 1-800-819-7696. If you can't find a store in your area, dial  from your handset or contact Customer Care from any phone at 1-800-819-7696 and they’ll help you locate a dealer.

How do I add minutes to my phone?
1. Dial 1-888-445-4399 from any phone and press for English
    or for Spanish.
2. Enter your 10-digit wireless phone number.
3. Upon verification of your wireless number, press to add airtime.
4. Enter your airtime PIN.

Upon completion of every call you make or receive and every text message you send or receive, your remaining balance will automatically appear in your phone’s display.

Need Help? Call our Customer Service Center at 1-800-819-7696

When adding airtime, how do I determine my 4-digit PIN number?
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 1-800-819-7696.

I transferred airtime to my phone, but the minutes are not showing in my account. What should I do?
Contact Customer Care at 1-800-819-7696 and provide your mobile number and the PIN number on the airtime card you are attempting to transfer to your account.

Note:
Only H2O Wireless airtime cards will work on your phone. If you purchased another type of airtime card, return it to where you purchased the card. If your Dealer/Retailer added the card to your phone, please return to the dealer or contact them and explain the situation.


How can I find out the usage on my phone since the last airtime card was added?
Contact Customer Care at 1-800-819-7696 and provide your mobile number and ESN that you want to see call detail for.

How do I reset the PIN code for my phone?
Contact Customer Care at 1-800-819-7696 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.

How do I change my mobile number?
Contact Customer Care 1-800-819-7696 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.


How do I disconnect my mobile phone?
Contact Customer Care at 1-800-819-7696 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.

How do I process an ESN change?
In order to change an ESN, you will need to contact your local Dealer/Retailer. If there is no dealer near you, contact Customer Care 1-800-819-7696 and provide your mobile number and new ESN. The ESN request will be completed in 2 hours.

How do setup my voice mail?
Dial  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.

How do I listen to my voice messages*?
1. Press  +  from your handset or dial your wireless number
    from any touch-tone phone.
2. If not prompted to enter a password, press  to interrupt the greeting.
3. Follow the voice prompts to enter the password, then press .

 Airtime charges apply when using these features from your wireless phone.

How do I use Text Messaging?
Receive text messages on the phone in two ways:
1. Via text message from a text-messaging digital-capable phone.
2. Via email message to the subscriber’s 10-digit wireless number @vtext.com
    (e.g., 3125551212@vtext.com).

 Text Messaging charges apply.

How do I activate Call Forwarding?
1. To activate, press  + 10-digit forwarding phone number.
     Please note different activation procedures for the following market:
     Central North Carolina:

     Press  + 10-digit forwarding phone number.
2. After confirmation tone/message, press .

How do I deactivate Call Forwarding?
1. To deactivate, press  + .
    Please note different deactivation procedures for the following market:
    Georgia, Midwest Area, Northeast Area:
    Press  + .
2. After confirmation tone/message, press .

Depending on the location, the end user may have to temporarily deactivate Call Forwarding to be able to access their Voice Mailbox.

How do I set up Three-Way Calling?
1. Enter the 10-digit phone number of the fist party and press .
2. Enter the 10-digit phone number of the second party and press .
    (puts the first caller on hold and connects the second party).
3. Press  to reconnect with first party.
4. If one party hangs up, the subscriber will still be connected to the other party.
    When the end user presses  all parties will be disconnected.

How do I use Call Waiting?
• To answer an incoming call, press  to put the first caller on hold
   and answer the second call.
• To alternate betweend calls, press  again.
• To disconnect either call, simply have the caller hang up. Press  to
   terminate both calls.

How do I update the service?
1. Turn on the phone anywhere on the digital network
2. Dial  +  (to update the PRL) and press .
3. The end user will hear the following message: “Welcome to Over the Air
    Programming; please hold while we update your roaming capabilities.
    This call is airtime free.
4. Hold music will be heard immediately, along with the following message:
    “Please continue to hold while your phone is being programmed.
5. Once the PRL Update programming is complete, the end user will hear
    two audible beep tones and the “Programming Successful message should
    appear on the handset’s display.
6. Press  to disconnect.

Can I use my phone and service out of the USA?
Unfortunately, your phone and service cannot be used outside of the USA.

 
 
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