Frequently Asked Questions
- How do I use Express Pay?
Express Pay is the quickest way to pay your bill. You don't even have to log in to manage your account. Just enter your mobile number and the last four digits of the account holder's Social Security number to get started.
- How do I set up the Adult Content Filter on my phone or hotspot?
By adding the free Adult Content Filter to your phone or other phones on your account, you will block access to adult content websites while on the C Spire Network. Go to the Adult Content Filter page to set it up or manage it on your devices.
- Can I pay my bill with a gift card?
Yes, you can use a gift card to pay your bill or to purchase wireless equipment and accessories. Gift cards can be used online, in stores or by calling Telesales toll-free (1-855-CSPIRE4).
- How do I check my gift card balance?
Use this application to check your gift card balance.
- How long do I have to use my gift
After 12 months of non-use, a $3.00 per month service fee will be deducted from the remaining balance on your gift card until it's depleted, except in Tennessee or where prohibited by law.
- How much does it cost to call locations
outside of the U.S.?
Calls made to locations outside of the United States, Puerto Rico or the U.S. Virgin Islands are considered international calls. These calls are subject to an international per-minute long distance rate and also use airtime.
Calls to Canada or any area that is part of the North American Number Plan (with 10-digit dialing) can be dialed directly and placed without requesting access. Calls to Canada incur international charges. Learn more.
- Can I use my phone outside of the U.S.? How
much does it cost?
To use your phone when traveling outside of the continental United States, you must first request access. Contact Customer Care toll-free at 1-855-CSPIRE5 (277-4735) or dial *611 from your C Spire phone and ask a representative for assistance.
When using your phone while traveling internationally, charges will be incurred for calls placed to toll-free numbers (including 855-CSPIRE5 and *611). If possible, request access to use your phone internationally prior to leaving the country to avoid these charges.
Please note that where you can use your phone internationally depends on the type of handset you have.
- How do I set up a SIM card?
View the SIM card installation and activation instructions for your GSM-capable phone prior to leaving the country.
4G LTE Network and Devices
- What is
4G stands for Fourth Generation, which is the latest generation of wireless technology offering faster speeds and improved performance.
When wireless services were introduced 30 years ago, the first generation only enabled voice calls. Next came 2G, which was the first to offer data services like text messaging, email and basic web browsing. 3G provided true access to the Internet and all it has to offer, including video content and mobile apps.
Wireless networks are all about coverage, quality and speed and our 4G, or Fourth Generation, will provide super-fast connectivity – up to 10 times faster – for content, applications, music and video, social media, the Internet and mission-critical business needs.
does LTE stand for?
LTE stands for Long Term Evolution and is a wireless technology and C Spire's chosen evolutionary path to deliver the next generation of high-speed mobile broadband services. The advantages of LTE are numerous:
Faster speeds – LTE technology allows us to deliver mobile broadband speeds up to 10 times faster than available today, giving you access to richer content, and more apps and cloud services than ever before.
Faster response time – LTE offers lower latency, or the time it takes to process and move data through our network (downloading a webpage or file). Lower latency helps improve services like two-way video calling and mobile gaming.
More efficient spectrum use – Wireless spectrum is a finite resource and LTE uses spectrum more efficiently than competing technologies. Ultimately, LTE creates more space to carry data traffic and services to deliver a better network experience.
New devices – LTE opens the door for the introduction of new LTE-compatible smartphones and other connected devices with features, hardware and software that allow you to take advantage of the next generation of high-speed mobile broadband services.
- What is
4G on the network with personalization?
We offer you the best of personalized services and our next-generation 4G LTE mobile broadband services – a combination not available from any other U.S. wireless provider. By combining our industry-first personalized services and programs with our next-generation 4G LTE ultra-fast network, you get a deeper, richer and faster wireless experience.
are your 4G LTE deployment areas?
View the full list of areas for our initial 4G LTE deployment. Our initial phase will have more 4G coverage than any other wireless provider in our footprint.
We are actively planning future phases of our 4G LTE network and will share details about those areas as they become available.
- Do I
need a 4G LTE-capable device to access C Spire's 4G LTE network?
Yes, to access our 4G LTE network, you will need a 4G LTE-compatible device and you must be within a 4G LTE coverage area to experience the faster speeds.
A 4G LTE phone will work with 4G speeds while on the 4G network and will also support 3G speeds in areas that do not have 4G service yet.
- Do you
plan to offer nationwide 4G roaming?
Roaming is a critical piece of the user experience for all wireless customers no matter the service provider network. Over time, we fully expect to provide you with 4G network access throughout the country.
In short, we expect our 4G LTE coverage to equal or exceed our 3G coverage over time. Meanwhile, you will continue to enjoy the excellent nationwide 3G coverage you have today.
- Is 4G
available in my area? If not, when will we get it?
We are always working to expand our coverage and the initial list of areas that we have announced are simply those that are in the first phases of our 4G LTE deployment. Continue to view the progress of our 4G network expansion.
- Does my
current phone work on 4G?
A 4G capable device is required to access 4G speeds. If your current device is 3G, it will continue to work on the fast 3G network of today.
- If I
get a 4G phone, will it only work on the 4G network?
A 4G LTE phone will work with 4G speeds while on the 4G network and work with the high speeds you have today in areas that do not yet have 4G LTE.
do I find information on my device?
Click the "Back to Support" button to the right of this tab to find a drop-down list of devices.
- How do
I activate my phone?
Activating your phone online is easy. Gather the information that came with your phone and visit our activation page.
- What do
I do if my phone is lost or stolen?
Contact Customer Care toll-free at 1-855-CSPIRE5 (277-4735) as soon as possible. From the time of notification, we will automatically reject any calls made from your phone.
You can log in to My Account and suspend the phone so it is no longer operational. Click "Manage Lines," view the line details for the appropriate mobile number, and click the "Suspend This Line" link, which is next to the picture of the device.
To prevent unauthorized use, you can also lock your phone. Any phone can be locked, just check out your phone's equipment manual for instructions.
does phone insurance work?
Protect your phone from the unexpected with wireless insurance from eSecuritel. Learn how.
- How do
I know how much data I will need?
Try our Data Calculator to estimate how much data you use each month.
- Can I check the status of my order?
Yes, you can check the status of your order either by mobile number or order number.
Returns & Exchanges
- What is your return policy?
You may return or exchange your device within 14 days of purchase. Devices with more than 1,000 minutes of usage will not be accepted for return or exchange. Refurbished devices or devices purchased without a service agreement may be exchanged but will not be accepted for return. Read the complete policy.
- What if I'm not satisfied with my service?
We certainly hope you will be completely satisfied with your service but if you're not, within 30 days after activating service, you can return your equipment to one of our stores for a refund of the cost of equipment along with any activation fees.
Overage and roaming charges are not refundable. Read the complete policy.
Shipping & Store Pickup
- When will my order ship?
Orders placed Monday - Thursday by 3:00 p.m. will ship the same day.
Orders placed after 3:00 p.m. Friday or on weekends will ship the next business day.
- Can I place an order during a holiday?
You certainly can. Just note that shipment of your order may be delayed a day or two during our observance of major holidays.
During peak holiday delivery times (like Christmas), it may take longer to receive your shipment. Please keep this in mind if ordering a gift.
- Can I place an order online and pick it up in a store?
Yes, in-store pickup allows you to place an order online and pick it up in a store. This option can be selected while checking out online. Learn more.
Have more questions or comments? We'd love to hear from you!
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