10% of retail plans gross revenue donated to
|
 |
|
Need More Minutes? Click Here (existing customers only)
Frequently Asked Questions
Listed below are commonly asked questions and answers. If you do not see your question listed below, or need additional help, please call our customer service department at 800-466-3550 Monday – Friday from 8am-5pm CST or call 611 using your GoVios phone. You can also email us at: customersupport@govios.com.
Who Is GoVios?
GoVios is a private, independent mobile phone company and has contracted with companies to offer cell phone plans. GoVios' Cellular Service is provided by JVR LLC, Wilmington, DE.
GoVios is committed to environmental responsibility by promoting the use of green energy and stressing the importance of recycling used cell phones.
Now that I have received my phone, what do
I need to do?
Your phone arrives activated. To begin using your phone you must first charge the battery. See your phone’s User Guide for details. Once the phone is completely charged, turn it on. Your phone is now ready to make and receive both calls and text messages. At this time, you can also set up your voice mail feature. To do this, press and hold the “1” key and follow prompts to personalize your password and greeting. Initial password is the last seven digits of your phone number.
What is my mobile phone number?
Your number is located on the outside of the phone’s box. You can also login on our website to view your account and number.
Will I get reception everywhere I go?
GoVios technology is constantly acquiring the cell tower with the strongest signal. Topography, structural interference, weather conditions, and lack of existing cellular service can all play a role in signal strength. If you’re in one of these areas where you’re receiving a weak signal, please be patient because we’re working with new technology to give you better reception and clarity!
Can I access my account online?
Yes! To log into your account go to www.govios.com and click on the red MY ACCOUNT tab. You will be prompted to enter your user name and password. Once you have logged in, you can manage and review your account. It’s easy to review your minutes used, how many minutes you have left, and you can even purchase more minutes as you need to. Once you are logged into your account you should change your password for security.
What if my phone shows SIM Reject on the screen?
This means you have used all of your monthly minutes. Please visit us online or call customer service to purchase more minutes.
How do I change my User Name and Password?
Simply go to www.govios.com, click on MY ACCOUNT, login using provided Username and Password, look under the Account Management section and select Password Management. Follow the prompts.
How many minutes of airtime do I get each month?
That depends on the program you signed up for. To easily find out, go to www.govios.com, click on MY ACCOUNT, login using your Username and Password, look under the Cellular section and select Current Plan information. Minutes available to you are Peak Included Minutes.
What if I cancel?
Your GoVios phone will be deactivated and you will need to return the handset. See included Customer Agreement for details.
When do I get more minutes and do my unused
minutes roll-over to the next month?
Your new minutes are posted to your account every month on your billing cycle date. You can either login to your account or call us for the exact billing cycle date. Calling Plan Minutes do not rollover to the next month but any additional minutes (“Added Minutes”) purchased does! If you purchase more minutes, you will have up to sixty days to use those minutes as long as your account remains active.
How do I know when I’m running out of minutes?
That’s easy! You will receive a text message on your phone reminding you that you have approximately sixty more minutes available. This is a reminder that you can buy more minutes or you can simply use the minutes left. You can also check your account online to view how many minutes you have used and how many remain until your next billing cycle.
How do I buy more minutes?
You can purchase more minutes either by logging onto your account or you can call our Customer Service Department at 1-800-466-3550. To logon, click on MY ACCOUNT, login using your Username and Password, and under the Cellular section, select Add Additional Airtime. Then just follow the prompts.
How are minutes deducted from my plan?
Minutes are voice, text messages, or data. Minutes will be deducted based on your usage. All usage is measured in full minute increments. At the end of each Voice call, partial minutes are rounded up to the next minute and another minute is added. Two minutes ($0.18) is deducted for each text message received or sent. Each Data session (Log In, Log Off) is rounded up to the nearest 10KB and then KB’s are rounded to the next MB. See Customer Agreement for more details.
Do I have Voice Mail?
Yes, voicemail is included with all plans. Because this is your phone, we want you to set-up voice mail with your voice and greeting. To do this, turn on your phone by pressing and holding power key until the phone comes on and wait until the phone has a signal. Press and hold down the number 1 key. Recorded voice will ask you to enter your passcode. Your passcode is the last seven digits of your phone number. Follow prompts to complete.
What if I need to exchange or return a product?
We offer a 30 day return or exchange period. Please call our Customer Service department to arrange. One exchange is allowed per customer.
How do I use your Recycle program?
The average consumer has four handsets in drawers, boxes, or in closets. If you would like to recycle these old units, please call our customer service department and we will send you a mailing label. Just place your old mobile phones into an envelope or box, affix the mailing label, and take it into your nearest Post office. It’s that easy!
What about 911 calls?
In case of emergency, you can dial 911 with your phone. Mobile phones do not have enhanced 911 so the operator cannot see the address you are calling from. Therefore, you need to know your location if you call 911.
What about 411 or information assistance calls?
You can use this service but remember that twenty-two (22) minutes will be deducted from your account each time you call information.
Can I get accessories for my phone?
Yes you can. Please go to our website or contact customer service for products available.
What is a Recycle Deposit?
We are an environmentally conscience company and recycling old handsets, batteries, and AC chargers is part of our cornerstone philosophy. When you purchase a handset, we require a Recycle Deposit. When you send back your GoVios handset with battery, you’ll receive your deposit back (see customer agreement). Little by little, with your help, we’re removing the 750 million handsets from the waste stream.
How do I get my Recycle Deposit back?
Send us back your GoVios handset and we'll issue you a credit for your Recycle Deposit. If you need a mailing label, please call 1-800-466-3550.
How do I set up my voice mail?
Because this is your phone, we want you to set-up voice mail with your voice and greeting. To do this, turn on your phone by pressing and holding power key until the phone comes on. Wait until the phone receives a signal. Press and hold down the number 1 key. Recorded voice will ask you to enter your passcode. Your passcode is the last seven digits of your phone number. Follow prompts to complete.
How do I protect myself against theft, damage, or I lose my phone?
Having your phone lost or stolen can be very frustrating and inconvenient. Hopefully we can ease the pain a little with our Mobile Phone and Accessory Protection plan. For $4.99 a month and a deductible, you can have your phone replaced with a phone call to our Customer Service department. Please see program details under the Handset section.
|
