FAQ

These are most Frequently Asked Questions:

This article is designed to provide answers to common questions about Union Wireless phones, features and overall service. Articles are subject to change without notice.

1. I cannot access data on my phone. What are the APN settings?

Android Internet Settings

Go to Settings > Wireless and Networks > Mobile Networks > Access Point Names with your two APNs, please ensure that the one labeled UNIONINTERNET has a blue light next to it.

The two APNs should have these settings with no additional spaces and they are case sensitive:

First APN:
Name= UNIONINTERNET
APN= SMART.COM
Proxy=
Port=
Server=
MMSC=
MMS Proxy=
MMS Port=
MCC=310
MNC=020
APN Type=default
Press menu key and SAVE

Second APN:
Name= UNIONMMS
APN= union.mms.com
Proxy=
Port=
Server=
MMSC=http://mms.unionwireless.com
MMS Proxy=
MMS Port=
MCC=310
MNC=020
APN Type=mms
Press menu key and SAVE



IPHONE settings

Go to Settings > Cellular > Cellular Data Network >
The three APNs should have these settings with no additional spaces and they are case sensitive:

Cellular Data:
APN=SMART.COM
Username=
Password=

VISUAL VOICEMAIL:
APN=SMART.COM
Username=
Password=

PERSONAL HOTSPOT:
APN=SMART.COM
Username=
Password=



2. My bill is higher than expected. Why?

1. You've been charged for calls, texts or data unexpectedly.
a. Overage Charges.   You might have gone over your minutes, data or
text allowance. Check your allowance and usage levels in your Union
Online Bill
or by texting 646. If you frequently go over your
allowances, you can sign up for Carefree Calling or we can help you
adjust your plan to better fit your needs.


b. Roaming Charges.   If you’ve used your device in another country or
have made calls to other countries you will have been charged.

Also, if a call originates, a text is sent or data is used outside of the
subscribed plan coverage area, roaming charges will apply.

Roaming charges will show up in the Usage sections of your detailed bill.

If you anticipate that you need to make calls in another country
or outside of your plan’s coverage area, please give us a call at 1-888-
926-2273 and we can discuss your options.


c. Premium rate numbers.   There are some numbers not included in
your allowance that you’ll always be charged for calling or texting,
such as some competition numbers.



2. It's your first bill
Your first bill reflects charges for a partial month of service (charges from
the day you sign up to the end of your billing cycle) and a full month of
service, resulting in a higher than normal bill. After your first bill it should go
back to normal.


We encourage you to click your way through our interactive bill sample
where you'll find a snapshot of the most common charges as well as
information to better understand your bill and manage your account. If you
have questions about your bill please call our customer service department at
888-926-2273.



2. You've upgraded recently.

Your first bill after you upgrade will probably be higher than your normal bill
cost. When you change your plan, we will credit your bill for the unused bill cycle
days of your old plan. We will then charge you the new plan price for the full bill
cycle.


3. What is Carefree Calling?

The Carefree Calling feature is meant to protect customers from accruing high overage fees. The feature analyzes your usage overages to determine if it is more cost effective to pay the overages or to move to a different plan or minute/data level for the month. Carefree Calling automatically moves you up to a higher plan if your overage charges exceed the next higher calling plan rate. The monthly charge and plan will revert back to your original fee the following month.

Calling is free to new customers for the first three months of service and is then $10 per month per plan to subscribe, no matter how many lines are on your plan.

If you wish to discontinue Carefree Calling please call 1-888-926-2273 or email custserv@unionwireless.com.


4. How can I check my usage?

You can check your usage in real-time by logging into your Union Online Bill or by texting a blank message to 646.


5. Can I change my plan to better fit my needs?

If you’re on one of our current plans, you can move to another price plan at any time during your contract, provided you’ve kept up to date with all the payments on your existing price plan.

To change your plan, please call us at 1-888-926-2273 or visit your local store.


6. How can I tell if I am getting my discount for where I work?

This is listed on page 2 of the summary bill as an Affinity Discount.


7. Why does my bill have roaming charges on it when I have an Unlimited Plan?

If a call originates, a text is sent or data is used outside of the subscribed plan coverage area, roaming charges will apply. View your plan’s coverage area here.


8. What are the surcharges that are on my bill?

Union Wireless is required by law to collect surcharges from customers on behalf of the local, state, and federal government. Surcharges vary based on the products you purchase and your service location. These surcharges may change from time to time without notice.

1. Universal Service Fund Fee (USF)
The Universal Service Fund Fee is a fee applied to all accounts.
This fee is a US government program that provides subsidies for
telephone service in areas that might otherwise have difficulty
obtaining affordable telephone service. Especially in low income
and rural areas. This fund is administrated by the Federal
Communications Commission (FCC) and the rate of the fee
changes on a regular basis as determined by the FCC.


2. 911 Surcharge
Union Wireless collects a monthly 911 surcharge on behalf of your
local government. State legislation imposes the amount, and Union
Wireless's compliance with these charges is a legal
requirement. Depending on your local government, the surcharge
is either a flat rate or a percentage of your transaction, and it's
subject to change at any time.


3. WY Relay Surcharge
This surcharge is collected by Union Wireless and paid to the
appropriate state authority. The collected funds are used to provide
telephone access to people who are deaf, deaf-blind, hard-of-hearing,
or speech-disabled.


9. When will my first bill be due?

You will receive your first bill a few days after your billing cycle date. Billing cycle dates depend on what day of the month you sign up for service.


10. How do I change what numbers are included in My Top Ten?

You can change your My Top Ten numbers by logging into your Union Online Bill account , hovering over the Product & Services menu item, and selecting “My Favorite Numbers.”


11. How do I view my bill online?

To view your bill online, go to unionwireless.com and click Account Login at the top of the screen. Once you log into your account, click the View Bill button on the Home page.


12. How do I pay my bill online?

To view your bill online, go to unionwireless.com and click Account Login at the top of the screen. Once you log into your account, click the Make Payment button on the Home page.


13. How do I set up an online account?

To set up an online account go to unionwireless.com and click Create Account at the top of the page. Next, click on Register Now and follow the prompts. You will need to have your Account Number available, which can be found on the top of your billing statement, or by calling Customer Care at 888-926-2273.


14. Can I make changes to my Plan or contact information in my Online Bill account?

You can view and edit your account contacts or add a new contact in your Online Bill account. However, due to security reasons, you cannot edit the Primary contact on your account or make any plan changes.

To edit your Primary contact information or to make changes to your plan or account, please call Customer Care at 888-926-2273. One of our representatives will be happy to assist you in making these changes.


15. How do I set up paperless billing?

To set up paperless billing, log into your online account at unionwireless.com. Select Paperless Billing from the Account Management drop-down menu. Select the check box and click Submit.


16. Does my employer get discounts and how can I check if I’m eligible?

You can check to see if your employer is an affinity member by calling our customer service toll free number at 888-926-2273.


17. What is the speed for 3G Data?

Upload & download speeds can reach up to 1.5 Mb/s


18. When am I covered by Handset Insurance?

To be eligible for coverage immediately, purchase the Program at the same time you purchase your new handset from Union Wireless (Point of Sale). If you select coverage after the Point of Sale, no claims may be made under the Program for thirty (30) days following purchase of coverage. Please note, your phone must be fully operational at the time of Program activation in order to enroll. To obtain complete program information visit: UnionWireless.esecuritel.com.


19. How does the warranty on my phone work?

Insurance covers the handset (device, standard battery & wall charger) you purchased from Union Wireless from accidental damage, loss, theft and malfunction (after the manufacturer’s warranty expires). Normal wear and tear, pre-existing damage and malfunction, and cosmetic damage to equipment is not covered. To obtain complete program information visit: UnionWireless.esecuritel.com.


20. How do I enroll in Handset Insurance?

You can enroll in the program at any time. A fee ranging from $4.95 to $11.95, based on the make and model of the insured handset, will be added to your monthly bill. To obtain complete program information visit: UnionWireless.esecuritel.com.


21. How do I report a Handset Insurance Claim?


Step 1 - Call Union Wireless Customer Care

If your handset was lost or stolen, call Union Wireless Customer Care at (888) 926-2273 to suspend your service and protect yourself against unauthorized use of your account. If your handset was stolen, file a police report where the theft occurred. This report number may be required to process your claim.

Step 2 - Call eSecuritel

In the case of accidental damage, loss, theft or malfunction (after the manufacturer’s warranty expires), call eSecuritel’s Customer Care Center at (877) 412-5192. Claims must be reported within 60 days of the incident and proof of loss and/or ownership must be provided, if requested. Only the account holder may file the claim.

Please have the following information ready:

• Your wireless phone number
• The account holder’s billing address
• Wireless phone manufacturer/model and unique serial number also called an ESN,
MEID, or IMEI
• Date, time, location and detailed description of the incident
• Police report number (if theft occurred)


Step 3 - Pay Deductible & receive Replacement

If your claim is approved, you will be directed to a participating Union Wireless location to pick up your replacement handset and pay your deductible within 60 days. Please keep the receipt, original box, manual and all packaging materials for warranty purposes.


22. When can I upgrade my phones?

You can upgrade your phones at any time, however to receive an activation discount you need to be within 3 months to the end of your current contract.


23. How do I access my voicemail and its menu?

You can access your voicemail a few different ways. The most convenient way to access your voicemail is to press and hold our #1 key on your phone. You can also access your voicemail by calling your own number from your phone, calling your own number form a different phone and when you hear your greeting press the * key to access your messages, or by calling 1800-385-6845 from a land line phone.

Once you are in your voicemail there is an automated system that will walk you through setting up your voicemail.


24. How much does it cost for International calls?

For international rates, please click this link. /international/


25. How can I check to see if there is coverage in my area?

To check coverage in your area please click this link or call our customer service toll free number at 888-926-2273. http://unionwireless.com/Cellular.aspx


26. Will I be charged for roaming?

Depending on what plan you are currently on, you may have additional charges when outside of Unions home calling area. To check to see if you will have additional charges while traveling please contact customer service at 888-926-2273.


27. How does the warranty on my phone work?

You have a 1 year manufacture warranty on your phone. If your phone fails due to a defect in the phone and it is under 1 year old, we will send your phone in to be repaired. At that time you will be offered a phone of the same model from our warranty replacement stock of phones or a loaner phone to use while your is being repaired.


28. Why do I have to pay a deductible if I’m paying for insurance?

The deductible covers a fraction of the cost of a new device when you pay for replacement. You pay for insurance with a monthly premium to cover you in case your device is lost, stolen, broken so you will not have to pay full retail if the device is damaged or lost. The coverage is offered through a 3rd party that sets the rates according to the retail cost of the devices.


29. How much are termination fees?

If you are currently under contract your termination fees will be $200.00 per phone.