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Due to inclement weather expected as a result of Tropical Storm Ian, all FOCUS Broadband locations will be closed on Friday, September 30th. Our call center will be open. Retail offices will resume normal hours on Saturday, October 1st.

Wireless FAQs

Can I keep my current phone number?

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.

Will I have a local number?

Yes. FOCUS Broadband uses numbers which are local for most of our customers.

Can I use my current phone?

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.

Can I trade my current phone in for a credit on another phone?

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.

How do I transfer my pictures and contacts to my new phone?

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.

What should I expect to pay on the day I activate my phone?

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.

Do you require a term agreement?

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.

Can I change my calling plan?

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.

Can I change my wireless number?

Yes. Please contact our Customer Care group at 910-755-1818 to make this change.

Can I add my wireless service to my existing FOCUS Broadband account?

Yes. For your convenience we can combine your wireless charges with an existing FOCUS Broadband account.

When will my bill be due?

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

What happens if I do not pay my FOCUS Broadband wireless bill?

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.

How many devices can I have on my account?

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.

What does device insurance plan cover?

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).

How long do I have to enroll in the device insurance plan?

Device protection must be added within the first five (5) days of service.

How do I file an insurance claim?

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.

What types of data use count against my data allowance?

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.

How can I tell if the data I am using counts against my data allowance?

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.

How can I best reduce the amount of data counting against my allowance and still access the Internet?

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.

What happens when I exceed my data allowance?

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.

How can I tell how much data I have used?

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.

What types of voice calls count against my plan?

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.

How can I tell if my call is roaming?

A roaming indicator will appear on your phone.

What is the cost for roaming?

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.

Can I make international calls?

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.

What is the rate for international texting?

Rates vary for international texting and may range from $0.20 to $0.40 per text.

Is calling to Canada, Mexico, US Virgin Islands, Puerto Rico or Guam considered an international call?

Yes.

Can I make a call in an area where I can’t receive coverage?

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.

Why am I not receiving the full text message?

Text messages are limited to 160 characters.

What is the maximum size of a picture message?

350 KB. Depending on the size and quality of the photo, some photos may not be transmitted.

Can I block a caller?

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.

Can I block charges for third party content?

Yes. You can block calls or texts from an individual. To do so please call Customer Care at 910-755-1818.

What do I do if my phone freezes?

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.

What do I do if my battery will not stay charged?

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.

Insurance Claims

Does FOCUS Broadband offer device insurance?

Yes. FOCUS Broadband offers optional wireless device insurance through ProtectCELL. With device insurance, you're covered for:

  • Accidental damage: Damages due to drops and spills, such as cracked screens are covered.
  • Theft & Loss Coverage: If your phone is lost or stolen,* you can receive a replacement or refund for its cash value.
  • Mechanical Failure & Manufacturer Defects: Provides coverage beyond standard warranty.
  • Additional Features: ID Theft Support, Data Security, BuyBack Value, Device Location (Additional plan benefits may vary by plan type).

 

How much does insurance cost?

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)

How do I file an insurance claim?

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.

How do I get my phone replaced?

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 Aid Compatibility

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.

Level of Functionality

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.

Hearing Aid Compliant (HAC) Device Ratings

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.

Active Phones

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

Discontinued Phones

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.

 

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