Q. | How do I activate my phone? |
A. | If you have a tri-mode CDMA phone, you can activate your phone with Viva Wireless by purchasing the Viva Starter Kit. Once we receive your order, we will activate your phone with a Viva Wireless number, add 50 minutes of airtime to your phone, then e-mail you your phone number along with the programming instruction.
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| Q. | What is the cost for text messaging? |
A. | Each domestic text message sent/received will deduct 10¢ from your airtime balance. International text messaging costs 20¢ to send and 10¢ to receive. To use international text messaging,
1. Go to Menu
2. Choose Messages
3. Choose Send New Message
4. Enter in phone number by simply dialing:
a. 001 + the 10 digit wireless number OR
b. 001 + 1 + the 10-digit wireless number |
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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 our tech support at 1-877-205-8600. |
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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 VIVA Prepaid Wireless network. However, if you travel outside the VIVA 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 1-877-205-8600 for additional assistance. Please have your mobile number and ESN ready. |
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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 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 1-877-205-8600. |
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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 1-877-205-8600and provide your mobile number and the PIN number on the airtime card you are attempting to transfer to your account. Note: Only VIVA 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 1-877-205-8600 and provide your mobile number and ESN that you want to see call detail for. |
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Q. | What happens if I don't use the phone for a long time? |
A. | After 30 days of non-use, your phone will be deactivated, resulting in the loss of airtime minutes and phone number. If you'd like to reuse your phone at a later time, simply call 1-877-205-8600 to reactivate your phone free of charge. Afterwards, you can purchase airtime at eCallPlus.com and add it to your phone to start enjoying our service again. |
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Q. | How do I change my mobile number? |
A. | Contact Customer Service 1-877-205-8600 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 1-877-205-8600 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 transfer my number and minutes to a new phone? |
A. | Contact Customer Service 1-877-205-8600 and request an ESN change. The ESN request will be completed in 2 hours. |
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Q. | How do 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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