mobility
FAQ
QUESTIONS & ANSWERS
This section contains answers to some of the commonly asked questions about cellular service. If you have a question that is not answered in this section or pamphlet, please call KMTS Mobility Customer Service at 468-3911, 1-800-362-3347 or 611 from your cellular phone.
Why can’t I use my phone?
- Your phone may not be fully powered.
- Your unit may be locked.
- The battery may have no or a low charge.
- A fuse may be blown in your phone.
Why does my phone show no service?
You may…
- Be out of a coverage area or in an area with a weak signal.
- Have an antenna problem.
- Have your system preference set to home only, meaning you can only receive service from KMTS/MTS Mobility. If you are outside your coverage area, you would not be able to receive service from another carrier. In this case, see your phone’s owner’s manual to change your system preference to B Only or Preferred B.
Why do my calls sometimes disconnect when I’m talking? Why do I sometimes get a lot of static?
You may…
- Be in an area where reception is poor (fringe areas, inside large buildings, etc.)
- Your battery power may be low.
- Have an antenna problem or your antenna is not in an upright position.
Why can’t I get a connection, only fast busies?
You may…
- Be in a heavy cellular usage area.
- Be calling from an area having temporary network trouble.
- Have a problem with your antenna or phone.
Why are my calls not being transferred to my mailbox even though I subscribe to Voice Mail?
Call Forward overrides Voice Mail. If you’ve activated Call Forward, your calls will be redirected to the number you specified. See Calling Features section.
- You may have cancelled the Call Forward No Answer to your Voice Mail.
I’m in the U.S. and have activated Follow-Me-Roaming but still can’t receive calls. What should I do?
- Follow-Me-Roaming requires about 20 minutes to activate. You’ll need to wait the full 20 minutes before you can receive calls.
- Follow-Me-Roaming automatically deactivates at midnight. You must reactivate it every day.
- Your callers may be dialing incorrectly. When you are roaming, callers should dial your number exactly as they normally would; the system forwards the call to you.
- If all else fails, deactivate, then reactivate the FMR. If you are still having problems call [*]611 from your cellular for assistance.
Sometimes I am asked for a credit card when trying to place a call when roaming. Why?
- You are being picked up on a competitive network, or we have no roaming agreement. The network will allow you to use their network by billing the charges to your credit card.
People trying to call me receive a busy signal or my phone doesn’t ring. Why?
You may…
- Have activated Call Forwarding.
- Be out of a service area.
- Have activated Call Waiting or Conference Calling. A third caller would get a busy signal.
Can my spouse call to inquire or make changes to my account?
- Not unless his or her name is listed on your records. (Call Customer Service for more information).