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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.
Yes. FOCUS Broadband uses numbers which are local for most of our customers.
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.
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.
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.
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.
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.
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.
Yes. Please contact our Customer Care group at 910-755-1818 to make this change.
Yes. For your convenience we can combine your wireless charges with an existing FOCUS Broadband account.
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
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.
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.
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).
Device protection must be added within the first five (5) days of service.
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.
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.
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.
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.
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.
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.
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.
A roaming indicator will appear on your phone.
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.
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.
Rates vary for international texting and may range from $0.20 to $0.40 per text.
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.
Text messages are limited to 160 characters.
350 KB. Depending on the size and quality of the photo, some photos may not be transmitted.
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.
Yes. You can block calls or texts from an individual. To do so please call Customer Care at 910-755-1818.
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.
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.
Yes. FOCUS Broadband offers optional wireless device insurance through ProtectCELL. With device insurance, you're covered for:
The monthly fee for mobile device insurance is based on the phone’s retail cost.
Retail Value: Up to $499 $7/month ($125 deductible)
Retail Value: More than $500 $9/month ($175 deductible)
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.
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.
Hearing aids do not always function well with wireless handsets. Hearing aids operate by using a microphone to pick up sound waves, converting the sound waves into electrical signals to be amplified. Distortion or amplification of unwanted sound (noise) often occurs. The FCC requires that digital wireless phones be rated based on their compatibility with hearing aids. The standard for compatibility of digital wireless phones with hearing aids is set forth in American National Standard Institute (ANSI) C63.19, hearing aid compatibility standards.
The FCC’s hearing aid compatibility requirements address hearing aids that operate in either of two modes – acoustic coupling (“M” rating) or inductive coupling (“T” rating). These ratings are on a scale from one to four, where four is the most compatible. A phone is considered hearing aid compatible under the FCC requirements if it's rated M3 or higher for acoustic coupling and T3 or higher for inductive coupling. Hearing aids operating in acoustic coupling mode receive through a microphone and then amplify all sounds surrounding the user, including both desired sounds, such as a telephone’s audio signal, and unwanted ambient noise. Hearing aids operating in inductive coupling mode turn off the microphone to avoid amplifying unwanted ambient noise, instead using a telecoil to receive only audio signal-based magnetic fields generated by inductive coupling-capable telephones. The FCC’s “M” and “T” ratings indicate whether a handset can be expected to function well with a hearing aid and are generally marked clearly on the handset packaging. The “M” or “T” rating does not guarantee that the handset will function without distortion or noise, so FOCUS Broadband recommends that you test the handset before purchasing.
FOCUS Broadband offers HAC-compatible handsets and devices in a variety of price options. Costs generally correlate with the number of features, but if through experience, FOCUS Broadband finds that a certain handset contains features that work well with hearing aids, such as volume control, it will be labeled accordingly with an “A” level for functionality. FOCUS Broadband’s sales staff is trained to assist all existing and prospective customers looking for a HAC-compliant device/handset. HAC-compatible handsets and devices vary in their inherent “levels of functionality,” but typically at least one (1) HAC-compliant handset/device with features and services typical of its price category can be found that meets each customer’s price range.
These handsets have been tested and rated for use with hearing aids for some of the wireless technologies that they use. However, there may be some newer wireless technologies used in these phones that have not been tested yet for use with hearing aids. It is important to try the different features of these phones thoroughly and in different locations, using your hearing aid or cochlear implant, to determine if you hear any interfering noise. Consult FOCUS Broadband or the manufacturer of the handset for information on hearing aid compatibility. If you have questions about return or exchange policies, contact FOCUS Broadband.
|Handset||HAC Rating (2011 ANSI)||HAC Rating (2019 ANSI)||FCC ID||Offered Date|
|Apple iPhone 13 Pro Max||M3/T4||N/A||MLF23LL/A||December 13, 2021|
|Apple iPhone 13||M3/T4||N/A||MLAE3LL/A||December 13, 2021|
|Kyocera E4810 DURA XV ETEREME||M3/T4||N/A||KYOE4810||December 13, 2021|
|Apple iPhone 12 Mini||M3/T4||N/A||BCG-E3539A||December 11, 2020|
|Apple iPhone 12||M3/T4||N/A||BCG-E2430A||December 1, 2020|
|Apple iPhone SE||M3/T4||N/A||BCG-E3500A||May 27, 2020|
|Galaxy S21||M3/T3||N/A||A3LSMG991U||March 30, 2021|
|Galaxy S21+||M3/T3||N/A||A3LSMG996U||March 30, 2021|
|Galaxy S21 Ultra||M3/T3||N/A||A3LSMG998U||March 30, 2021|
|Galaxy A21||M4/T3||N/A||ZCASMA215U||March 30, 2021|
|Galaxy A01||M4/T3||N/A||ZCASMA215U||March 30, 2021|
|Galaxy A10e||M3/T3||N/A||A3LSMA102U||March 30, 2021|
|Samsung Note20 Ultra 5G||M3/T3||N/A||A3LSMN986U||September 21, 2020|
|Samsung Galaxy S20 5G||M3/T3||N/A||A3LSMG981U||May 15, 2020|
|Samsung Galaxy S20+ 5G||M3/T3||N/A||A3LSMG986B||May 15, 2020|
|Samsung Galaxy S10||M4/T3||N/A||A3LSMG973U||April 4, 2019|
|Samsung Galaxy S10+||M4/T3||N/A||A3LSMG975U||April 4, 2019|
|Device Model||HAC Rating||FCC ID||Offered Date||Discontinued Date|
|Samsung Note20 5G||M3/T3||A3LSMN981U||September 21, 2020||January 18, 2022|
|Samsung Galaxy A20||M3/T3||A3LSMA205F||December 27, 2019||January 18, 2022|
|Samsung Galaxy A10e||M3/T3||A3LSMA102U||December 27, 2019||January 18, 2022|
|Samsung Galaxy S20 Ultra 5G||M3/T4||A3LSMG988B||May 15, 2020||January 18, 2022|
|Samsung Galaxy S10e||M4/T3||A3LSMG970U||April 4, 2019||January 18, 2022|
|Apple iPhone 12 Pro Max||M3/T4||BCG-E3548A||February 24, 2020||January 18, 2022|
|Apple iPhone 12 Pro||M3/T4||BCG-E3545A||February 24, 2020||January 18, 2022|
|Apple iPhone 11||M3/T4||BCG-E243OA||October 4, 2019||January 18, 2022|
|Kyocera DuraXV LTE E4610||M3/T4||V65E4610||December 13, 2021|
|Samsung Note 9||M4/T3||A3LSMN960U||April 4, 2019||August 4, 2021|
|Apple iPhone 11 Pro||M3/T4||BCG-E3305A||October 4, 2019||August 4, 2021|
|Apple iPhone 11 Pro Max||M3/T4||BCG-E3306A||October 4, 2019||August 4, 2021|
|Nuu F4L||M4/T4||2ADINS2801L||November 25, 2019||April 1, 2021|
|Apple iPhone XR||M3/T4||BCG-E3220A||April 4, 2019||February 18, 2021|
|Apple iPhone XS Max||M3/T4||BCG-E3219A||April 4, 2019||February 18, 2021|
|Apple iPhone XS||M3/T4||BCG-E3218A||April 4, 2019||February 18, 2021|
|Apple iPhone 8||M3/T4||BCG-E3159A||April 4, 2019||December 17, 2020|
|Apple iPhone 8+||M3/T4||BCG-E33220A||April 4, 2019||January 3, 2020|
|Samsung Galaxy S9+||M3/T4||A3LSMG965U||April 4, 2019||January 3, 2020|
|Samsung Galaxy S9||M4/T3||A3LSMG960U||April 4, 2019||January 3, 2020|
|Samsung J3||M3/T3||A3LSMJ320P||April 4, 2019||January 3, 2020|
|Kyocera Cadence||M4/T4||V65S2720||April 4, 2019||January 3, 2020|
More information can be found at www.fcc.gov/hearing-aid-compatibility-and-volume-control.
Information last updated 2/18/21.