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Wireless Support
Download our Wireless Welcome Guide
Basics
Voicemail
Understanding Your Bill and Charges
Troubleshooting
(If you still have difficulty call us at 712.271.4000, toll-free at 1.866.901.5664 or dial 6 1 1 + TALK/SEND from your Long Lines wireless phone)
Frequently Asked Questions
Basics
- How do I make a phone call?
- Turn on your phone by pressing the power button
- Dial the 10-digit phone number (area code + 7-digit number)
- Press TALK/SEND (depending on your handset) to complete the call
- How do I answer a phone call?
- To receive a call, your phone must be turned on. When it rings, press Talk/Send (depending on your handset) to answer the call. If your phone is a flip style, your can open the phone to answer the call.
- How do I end a phone call?
- To end a call, simply press PWR/END (depending on your handset). If your phone is a flip style, you can close the phone to end the call.
- How do I use call waiting?
- A “beep” tone will be heard when you are receiving another call while you are already on the line. To activate the Call Waiting feature:
1. Press *43#
2. Press Talk/Send to complete the activation
Press Talk/Send to put the first party on hold and answer the incoming call or to alternate between the two calls.
To eliminate disturbances during important calls, deactivate the
Call Waiting feature by:
1. Dialing #43#
2. Press TALK/SEND to complete the deactivation
- How do I use call forwarding?
- When the Call Forwarding feature is activated, calls will be directed to a designated number and not to voicemail. To automatically transfer your calls to another number:
1. Press * * 2 1 * + 10-digit number + # (10-digit number to which you wish to have your calls forwarded)
2. Press TALK/SEND to complete the Call Forwarding activation
To deactivate the Call Forwarding feature, simply press
# # 2 1 # + TALK/SEND
- How do I use three-way calling?
- Three-Way Calling allows multiple people to participate in one conversation.
1. Dial the 10-digit number of the first party
2. While you are on the call, go to MENU , then choose NEW CALL
3. Dial the 10-digit number of the second party you would like to conference in and press OK
4. Press the LINK/CONFERENCE (depending on your handset) to connect all three parties
Voicemail
- How do I set-up my voicemail?
- The Voicemail feature will answer calls to your wireless phone when you are talking on the phone, can’t answer the call or are unable to access the network. As long as your phone is turned on and you are on the network, it will alert you when you have a message waiting.
Follow the steps listed below to complete the initial setup of your Voicemail feature.
1. Dial 712-333-6245, then press TALK/SEND
2. Press #
3. Dial the last four digits of your wireless phone number
4. Press 9 Mailbox Setup
5. Press 4 Auto Log-in
6. Press 1 Enable your Auto Log-in (complete your Voicemail setup by ending the call)
- How do I access my voicemail?
- To access your Voicemail from your wireless phone:
1. Press and hold 1
To access your Voicemail from another phone (landline):
1. Dial 712-333-6245
2. Enter your 7-digit mailbox number *
3. Enter your 4-digit password followed by #
- How do I change my voicemail password?
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Your password can be any series of up to 16 digits you choose. You will be unable to access your mailbox without this password, so be sure to choose one you can remember.
To change your password:
1. Press and hold 1 (to access your Voicemail)
2. Press 9 Mailbox Setup
3. Press 2 Change Your Password
4. Enter new password, then press #
5. You will be prompted to verify your password
- How do I change and record my personal greeting?
- Your Voicemail greeting can be recorded and customized to personally greet your callers.
To change/record your personal greeting:
1. Press and hold 1 (to access your Voicemail)
2. Press 9 Mailbox Setup
3. Press 1 Greeting Options
4. Press 4 Record Your Greeting
5. Press # End Recording Function
6. Press 1 Listen to Greeting
7. Press 2 Save Greeting (must be saved to be active)
8. Press 3 Delete Greeting
9. Press 4 Re-record Greeting (then follow numbers 3–5 again)
- What are the options in the voicemail menu?
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Main Menu
Press 1 Listen to Your Messages
Press 7 Current Date and Time
Press 9 Mailbox Setup
Press 0 Repeat Instructions
Messages Menu
Options in Message Retrieval Menu:
Press 1 New Messages
Press 2 Saved Messages
Press * Return to Main Menu
Listen to Messages:
Press 1 Play or Re-play Message
Press 2 Save Message
Press 3 Delete Message
Press 4 Save Message as New
Press 5 Reply to a Message
Press 6 Forward Message
Press 7 Skip Back 3 Seconds
Press 8 Pause or Continue Message
Press 9 Skip Forward 3 Seconds
Press * Return to Main Menu
Understading Your Bill and Charges
- What affects my charges?
- The costs of your calls will depend on your calling plan and may be based on when you call, the length of your call, the location you’re calling to or the location you’re calling from.
Your Calling Plan
Your Long Lines Wireless contract and calling plan will determine your monthly rates and charges. This includes your monthly allowance of minutes, as well as when roaming and long distance charges may apply. Your calling plan may include various features that have been outlined in this guide, or you may elect to use them at additional charges if they are not included in your calling plan or Wireless contract.
Length of Your Call
If your calling plan includes unlimited calling, the length of your call will not affect your monthly billing. If your calling plan allots you a designated number of minutes per month and you exceed those minutes, you will incur additional charges on your bill.
Where You Are Calling
Depending on your calling plan, if you are calling from the Regional calling area you can call to anywhere in the United States at regular rates without incurring roaming charges. If your calling plan includes Nationwide minutes, you can call outside the Regional calling area to anywhere in the United States at regular billing rates. If your calling plan does not include Nationwide minutes and you call from outside the Regional calling area you will incur additional roaming charges.
Your Location
The Regional calling area is the geographic area shown on your coverage map that roughly extends as far North as Sioux Falls, South Dakota; as far South as Omaha, Nebraska; and covers most of Iowa reaching as far East as Fort Dodge. The calls that are made from this area are billed at regular rates depending on your calling plan. If you have chosen unlimited Regional calling, any calls made from this area will not count against your Nationwide minutes. If you make calls outside of the Regional calling area, you may be charged more per minute or incur a roaming charge depending on your calling plan.
- What can I expect on my first bill?
- In addition to the standard billing that you will receive every month, your first month’s bill may also include:
• A one-time activation fee
• Current partial-month charges prorated from activation to your billing date
• Costs for equipment and accessories you purchased
- Where can I pay my bill?
- Long Lines Wireless provides additional ways to pay your bill each month, other than mailing your payment in. You can pay:
• in any of our retail store locations
• online at www.LongLines.com
• over the phone, by calling Customer Care at 712.271.4000 or toll-free at 1.866.901.5664
- Why does my bill still show a charge when I have free months of service with my promotional offer?
- The charges that you are seeing on your bill are the taxes and surcharges that we are required by law to bill our customers. Your promotional free month credit will appear in the Other Charges and Credits section on the top of page 3 in your billing statement.
- Why don’t I see a detailed list of my Wireless cell phone calls?
- A detailed breakdown of your Wireless calls are only shown on your bill when you have exceeded your allotted calling plan minutes. A summary of your usage is given in each billing statement. If you would like to view a detailed list of your calls each month, you can create an account online at www.LongLines.com (you will need your invoice number, found on the top of page 3 of your billing statement to complete the account set up).
- I made a partial payment last month due to a credit I received and now my bill is showing a Past Due Balance.
- The Past Due Balance is based on your Previous Balance and the Payment Received amount. So if you did not pay your full balance, due to a credit you were receiving, you should see the Past Due Balance shown in black, usually with a negative amount. The payment received will be listed at the top of page 3 of your billing statement and your Total Due amount on page 1 of your billing statement should reflect the correct price. If not, please contact Customer Care at 712.271.4000 or toll-free at 1.866.901.5664.
- What are all these taxes I have on my bill?
- Your calling plan will include sales, excise and other taxes and surcharges that we are required by law to bill to customers. They will be based on the taxes and surcharges applicable to the street address you provided to us. If you are tax-exempt, you must provide us with copies of your exemption certificates and pay for any filings we are required to make. Your bill also will include a Regulatory Cost Recovery Fee of $3.60 per month for each phone line. This fee is to help offset the costs of government surcharges and fees imposed on Long Lines Wireless and costs associated with government regulations and mandates on our business including, for example: number pooling, number portability, E-911 service and federal and state Universal Service Fund charges.
Troubleshooting
- My phone won't turn on or power up.
- • Press and hold the power button.
• Check that the battery is properly connected.
• Make sure your battery is fully charged.
• Try plugging your phone into its charger. If your phone is still not powering up, the battery might be dead and you may need to replace the battery
- My phone display says “No Service.”
- • Turn your phone off and then turn it back on. If your phone has been disconnected from the network for some reason, this should reconnect it.
• If “No Service” stays on, you may be in a weak coverage area. Try your call again from another area.
• If “No Service” stays on in an area where you think you should get reception, call us toll-free at 1.866.901.5664 from your landline phone or travel back to a service area and dial 6 1 1 + TALK/SEND from your wireless phone.
- I can’t place or receive calls.
- • Make sure you have pressed the TALK/SEND button after you dialed your number.
• Check that the “No Service” indicator is off and that you’re receiving a signal.
• Try to remove your phone battery and then place it back in.
Long Lines Wireless may have put restrictions on your service. Call us toll-free at 1.866.901.5664 from your landline phone.
- I have poor quality while I’m indoors.
- • Enclosed structures can affect wireless signals. Try moving around the building or space to find the best signal, usually getting closer to a window or entrance will help.
- My call was dropped.
- • A call may be dropped or disconnected due to poor signal strength or poor weather conditions.
• Check your phone’s battery power level, charge your phone if the battery is low.
- A recording says my “call cannot be completed as dialed.”
- • Check the phone number you dialed. Make sure you have dialed a 10-digit phone number (area code + 7-digit number) when calling local or long distance.
• If your call still won’t go through, contact Long Lines Customer Care at 712.271.4000 or toll-free at 1.866.901.5664.
- I hear a beeping sound.
- • Your battery may be low, check your battery power level.
• If you have the Call Waiting feature, someone maybe be trying to reach you. Press TALK/SEND to answer the second call. Press TALK/SEND again to return to the first call.
• You may have a voicemail or text message in your mailbox. Check your phone’s startup guide for instructions on message retrieval.
- I hear a fast busy signal.
- • Try turning your phone off and back on.
• Retry the call, the network may just be busy.
• If the problem persists, contact Long Lines Customer Care at 712.271.4000 or toll-free at 1.866.901.5664.
Frequently Asked Questions
- Can I keep my current phone number?
- Yes, you can port your phone number from your current provider to your new phone. You must keep your old phone number active until the port is complete or you will not be able to keep your number.
- Who is eligible to sign up for wireless cell phone services?
- You must be at least 18 years old in order to sign up for our wireless cell phone service.
- Do I have to pay a deposit?
- Whether or not you have to pay a deposit is determined by your credit rating. We will require you to provide us with a deposit and, if you payment history is unsatisfactory, may require you to increase that deposit or provide an advance payment.
- Are there activation fees?
- Long Lines Wireless will charge you a one-time non-refundable Activation Fee of $30 for each new wireless phone number that is assigned to you, unless waived as part of a marketing promotion.
- Can I change my wireless calling plan?
- You have the option to change to any qualifying Wireless Calling Plan at any time at no additional fee, although you may have to purchase a new cellular phone or extend the term of your Agreement, to be able to take advantage of a new Wireless Calling Plan.
- Are there strings attached to changing my wireless plan?
- Changes to your Wireless Calling Plan generally will be effective only after we have provided notice to you on a bill, by separate mailing, by text message or otherwise. However, if (a) your Wireless Calling Plan is part of a package with landline voice, video and/or data services provided by Long Lines Wireless' affiliates and you change one of the other services in the package, your rates may be immediately adjusted without prior notice to a Wireless Calling Plan for which you qualify, or (b) you receive our Wireless cell phone service via an affiliation with a business or other organization that has an agreement with us to make our wireless cell phone service available, such an arrangement may be modified or terminated without notice to you.
- What is Directory Assistance (411)?
- Directory Assistance allows you to find a specific landline phone number or address. When you dial 411, your phone call is routed to our directory assistance service, and you will be billed a separate fee of $1.50 for each use. Unless your Wireless Calling Plan provides otherwise, directory assistance calls will be charged against your monthly allowance for local or nationwide minutes.
- What are all these taxes I have on my bill?
- Your Wireless Calling Plan will include sales, excise and other taxes and surcharges that we are required by law to bill to customers. They will be based on the taxes and surcharges applicable to the street address you provided to us. If you are tax-exempt, you must provide us with copies of your exemption certificates and pay for any filings we are required to make. Your bill will also include a Regulatory Cost Recovery Fee of $2.15 per line per month to recover or help offset the costs of government surcharges and fees imposed on Long Lines Wireless and costs associated with government regulations and mandates on our business including, for example, number pooling, number portability, E-911 service and federal and state Universal Service Fund charges.
- Can I buy my Wireless cell phone from somewhere else?
- You may purchase your cellular phone somewhere else, but it must comply with the Federal Communications Commission (FCC) regulations and be compatible with our GSM/GPRS network and your Wireless Calling Plan.
- Can I cancel my Wireless cell phone services?
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You may cancel your Wireless cell phone service for any reason, within 14 days after acceptance without paying the Early Termination Fee by:
• Informing Long Lines Wireless you want to cancel your Wireless cell phone service
• Returning the wireless phone in like-new condition with all components in original packaging
• Paying for all service fees and charges incurred up until the end of the day in which we terminate your Wireless cell phone service
- Can I get an insurance plan for my phone?
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Yes, we do have an insurance plan you can add for $4.99 per month per line. Insurance covers:
• Phone, a standard battery and a standard home charger are covered.
• Low $50 deductible per claim for all cell phones valued below $300
• Low $75 deductible per claim for all cell phones valued over $300 or any type of PDA
• Coverage begins on the 31st day (30 day waiting period)
• An additional $25 will be charged for any claim occurring within the first 90 days.
To place a claim, please call 866.554.8157. The person calling must be listed on the contract. Make sure you know the manufacturer, model name and number of the wireless phone.
- Will I be charged for roaming or using other networks?
- If you have a nationwide plan you will can use your phone anywhere in the U.S. without incurring additional charges as long as you don’t go over your plan minutes. If you have our Unlimited Regional plan, you will be charged $0.44 per minute for calls you make using other networks.
- How can I upgrade my phone?
- Subscribers can use the Privilege Points program to upgrade their phone. All customers earn Privilege Points based on their monthly charges and on-time payments.
- What is the Long Lines Privilege Points program?
- This program was developed to allow our customers to upgrade their handset, or replace a lost or broken phone, with no hassles. With your Privilege Points, you are eligible to purchase promotional items from our online monthly catalog. We want to provide you with the best customer service experience we can, and this is one way we can reward our customers for the Long Lines services they currently subscribe to.
- How do I know how many Privilege Points I have?
- You will find your current Privilege Points total each month under the “Important Messages” section of your billing statement.
- How can I redeem my Privilege Points?
- You can redeem your Privilege Points at any Long Lines Wireless Retail Store. Find a store near you.
- Are there charges for 800 number calls from my cell phone?
- Yes, these calls are the same type as a local call is—they still use airtime, so will go against plan minutes, just as a local call
- What is Unlimited Regional Calling?
- Unlimited Regional Calling is a feature that can be added to all your wireless phones for only $10 per month. All calls made and received within the Long Lines network
- What is messaging?
- Our messaging plans include both text (SMS) and picture (MMS) messages.
- What is SMS?
- Short Messaging Service (SMS) describes how you send text messages with your phone.
- What is MMS?
- Multimedia Messaging Service (MMS) describes how you send picture, video and sound messages from your phone.
- How do I send a picture message?
- It varies by phone model. Find messaging in your menu and create a new message. Attach the picture, video or sound clip to the message and send.
- How do I view a picture message?
- Within the message, click on the link provided. This will take you to the picture. If you do not have picture messaging, the message will direct you to mmsweb.longlines.com so you can view the picture.
- What type of network does Long Lines have?
- We have a GSM (Global System for Mobile communications) network.
- What is a SIM card?
- SIM stands for Subscriber Identification Module. A SIM card is like a "smart" card for your mobile phone. It stores all of your personal information on it. You can take the SIM card with you and put it on any cellular phone that allows the use of smart cards.
- What is an OTA?
- OTA refers to Over-the-air programming. It is used as a method of distributing new software updates or provisioning handsets with the necessary settings to access services such as MMS or WAP.
- What is EDGE?
- EDGE stands for Enhanced Data Rates for Global Evolution. It will allow third generation data and voice access with 384 kbps transfer rate.
- What is WAP?
- This stands for Wireless Application Protocol, which describes how your wireless phone receives web messages off the Internet.
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