| General Service Questions |
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| What is the PlatinumTel Prepaid Wireless service? |
The PlatinumTel Prepaid Wireless service is comprised of voice and data wireless services available to customers on a prepaid basis. This means
that you pay for the service and the airtime in advance.
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| What are the benefits of getting a prepaid wireless plan? |
A prepaid wireless plan with PlatinumTel means that the customer does not have to commit to long-term contracts. You also will not have to
commit to a deposit. The service is available to everyone over the thirteen years of age. With a prepaid wireless plan, you will also be
able to limit your spending.
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| How is PlatinumTel different from other prepaid wireless providers? |
PlatinumTel offers "clean service", what you see is what you get. We detail our rates very clearly for you in the
rates section.
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| I've read somewhere that PlatinumTel is an MVNO, what does that mean? |
PlatinumTel is a Mobile Virtual Network Operator, or MVNO. An MVNO is a network operator that does not own the underlying network. PlatinumTel
has arrangements with major Host Network Operators (HNO) that grant PlatinumTel access to these HNO's networks to carry voice and data traffic over.
Not having to manage the physical network, PlatinumTel can concentrate its efforts to better service its subscribers.
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| How do I get PlatinumTel Prepaid Wireless Service? |
You can either visit a PlatinumTel Authorized Retailer in your area, or you can purchase a phone from our
Online Store.
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| Rating and Billing |
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| What is the per-minute rate? |
Rates might vary based on different products and markets. To view the current rates for your market, please visit our
rates page
For products offering Unlimited Nights and Weekends, off-peak calls are free
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| What are peak hours? What are off-peak hours? |
PTel PCS Product:
Peak hours are between 7:00 AM and 8:59 PM Monday through Friday. Off-peak hours are between 9:00 PM and 6:59 AM Monday through Thursday,
and 9:00 PM Friday through 6:59 AM Monday.
PT7 Product:
Peak hours are between 6:00 AM and 6:59 PM Monday through Friday. Off-peak hours are between 7:00 PM and 5:59 AM Monday through Thursday,
and 7:00 PM Friday through 6:59 AM Monday.
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| Do I get billed extra for Long Distance and Roaming calls? |
Absolutely not. Domestic Long Distance and on-net Roaming are available to PlatinumTel subscribers at no additional charge.
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| How do I get Unlimited Nights and Weekends on PlatinumTel Prepaid Wireless? |
Unlimited Nights and Weekends are available on the PTel PCS product. PlatinumTel also offers PT7, which offers nights and weekends starting at
7PM with a one-minute call set-up fee applied to calls made during off-peak hours.
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| How many different types of prepaid cards does PlatinumTel offer? |
PlatinumTel Offers the following cards and payment options:
- Combo and Monthly Cards/PINs: These cards give the customer a certain amount of airtime, access days, and access to unlimited nights and weekends or discounted off-peak calling.
- Refill Cards/PINs: These cards give the customer airtime balance.
- Cash Top-up: This option is available at participating retailers and it allows the customer to load any refill amount between $10 and $150.
- Special Cards/PINs: PlatinumTel offers a $10 text messaging card that gives the customer 250 messages.
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| How do I know which card/PIN I should get or which payment option to choose? |
You should get a combo card/PIN when you run out of access days. You should get a refill card/PIN when you run out of airtime but still have access days. You should get a text messaging card/PIN if you use text messaging on a regular basis.
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| How about other billing information, such as 411 Directory Assistance, text messaging and web usage? |
- Text messages are billed at a rate of 1 minute per message sent or received, even during unlimited nights and weekends hours (unless you have loaded
a text messaging card/PIN.)
- 411 Directory Assistance is billed at $2 per call in addition to regular airtime
- International Dialing: rates vary depending on destination using the International Dialing service offered by PlatinumTel. For more information,
visit the International Rates page or contact the PlatinumTel Prepaid Wireless Customer Service Department at 866-CALL-ME-1.
For complete billing details, please visit the rates section.
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| Account Status and Information |
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| How can I check my airtime balance? |
To check your airtime balance or load more airtime, dial #ADD (#233) from your PlatinumTel phone (airtime rates apply), or dial
866-2-REFILL from any landline. You can also check your balance online by getting a PlatinumTel online account
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| Is there a minimum balance required to keep my account active? |
In order to keep your account active, you must maintain a minimum balance of $1 on your account.
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| Why would my account get suspended? |
Your account might be suspended or hotlined for one of the following reasons:
- Your access days have expired. In this case you must load a Combo card/PIN
- Your airtime balance is below the required minimum of $1. In this case you must load an airtime refill card/PIN or Combo card
- Fraudulent activity is suspected on the account such as cloning or extremely high usage (This is for your own protection). In this
case, contact our Customer Service at 866-CALL-ME-1
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| Do my minutes carry over from month to month? |
This depends on which product you activate your account. If you are on PTel PCS then the minutes carry over for 90 days.
On PT7 the minutes are good for 30 days. And on Dot 10 (the 10 cents per minute, anytime, anywhere product), the minutes are good for 120
on all cards except the $100 card, which are good for 365 days.
You should not confuse minuate validty with access days. If minutes are valid for 120 days, you are still required to have access days to use the minutes.
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| When will you cancel my account? |
PlatinumTel extends a grace period of 7 days to its customers to redeem a new card or PIN to maintain their service. If, after the expiration
of your access days, you let a period of 7 days or longer pass by without loading another card or PIN, your account will be cancelled. In this
case, if you still want to maintain PlatinumTel Prepaid Wireless service, you must visit a PlatinumTel retailer and will be assigned a new
wireless number.
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| Free Services |
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| Does PlatinumTel include free services when my account is created? |
Definitely. PlatinumTel offers you the following services at no additional charge:
- Answering Service or Voicemail (airtime rates apply if you check your voicemail directly from your PlatinumTel phone).
- Call Waiting: this service gives you the ability to receive a call even though you're on the phone.
- Call Identification: find out who is calling you.
- 3-Way Calling: this service gives you the ability to talk to two parties at the same time (airtime rates apply for both calls)
- Online Account Management: this service allows you to check your balance, view your call records, view your load history, add and remove
services, as well as keep your information updated. To create your free online account, click
here
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| 3G Services |
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| What are 3G Services |
3G Services are services that utilize a 3rd Generation network to transfer data to and from your PlatinumTel wireless handset. 3G is faster than
existing 2G technologies on other networks (such as GSM EDGE).
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| What kind of 3G Services does PlatinumTel Prepaid Wireless offer? |
PlatinumTel offers web browsing, MMS (Multimedia Messaging Services), and downloads.
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| Do all phones support 3G services? |
Only 3G-capable handsets support 3G services:
| Make |
Model |
Web Browsing |
Downloads |
MMS * |
| LG | 5225 | Yes | Yes | No |
| LG | PM225 | Yes | Yes | Yes |
| Audiovox | 8912 | Yes | Yes | Yes |
* Phone must be a camera phone
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| How much does it cost to use 3G Services? |
There is a monthly recurring fee of $5.00 to get access to 3G services. You will be billed an additional per minute of activity rate while using 3G services.
Visit the rates section to find 3G rates for your market
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| How can I add 3G services to my account? |
To add 3G services to your account, please contact PlatinumTel Customer Service at 866-CALL-ME-1 or do so yourself by creating an online account.
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| How much does it cost to send and received pictures? |
This depends on the size of the picture. You will only be billed for data usage when sending and receiving pictures. Normally, sending a regular-size
picture will take no longer than one minute.
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| Can I manage the pictures I send to my family and friends online? |
Yes, you can do so by accessing the Picture Messaging Management Portal.
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| Contact Information |
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| How can I contact PlatinumTel? |
You can contact PlatinumTel using one of the following methods:
- Talk to one of our friendly Customer Care Specialists by calling 866-CALL-ME-1.
- Send us a message using our Online Contact Form.
- Serve yourself by calling our Automated Interactive Voice Response System at 866-2-REFILL.
- Send an email with questions about our service to Customer Service.
- Send an email with sales questions to Sales.
- Send an email with general questions to General Inquiries.
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| What are your customer service hours? |
Customer service is available during these times:
Monday - Saturday: 9:00 AM - 9:00 PM (Central)
Sunday: 10:00 AM - 5:00 PM (Central)
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