Cellular FAQ... Frequently Asked Questions.
Why do you ask for my SSN?
As with all applications for monthly billed wireless, we are required to run a credit check to provide service. By providing your Social Security Number, you will allow us to ensure the accuracy of the credit information we use when processing your order. All information submitted is protected by our secure server, which automatically encrypts your personal information, name, address, and telephone number, so that it can't be read while traveling over the Internet.
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What's the difference between peak and off-peak hours?
Peak: Highest-usage period of the business day when a wireless phone system carries the most traffic. |
What will my credit card be billed for after placing my order?
Once we have activated the device you ordered, your credit card will be billed for the total balance of the order. The total will be the amount quoted on the website for the hardware selected. The Carrier providing your service will bill you monthly for the service plan. |
What type of safety information should I be aware of when operating my cellular phone?
Your cellular phone gives you the freedom and flexibility of anytime, anywhere communication. However, the safe and responsible use of the phone depends entirely on you. Avoid accidents by not reaching for the phone or talking on the phone if that distracts you from driving safely - your life and the lives of others are at stake.
When driving, ensure your safety and the safety of others:
Always buckle up.
Keep your hands on the wheel and your eyes on the road.
Don't let a phone call distract you from driving safely.
Allow VoiceMail to handle your calls and return them at your convenience.
Pull off the road to a safe area or ask a passenger to make or take the call.
Never take notes or look up numbers while driving. |
What if I have questions about my order?
If you have any questions please feel free to Email Customer Service or call our customer service department toll-free at 866-720-4177. |
What kind of features can I get with wireless voice service?
Features vary by carrier, calling plan and service. Some of the features, which vary by phone choice and market, include VoiceMail, Call Waiting, Call Forwarding, Conference Calling, Message Indicators that alert you when you have Voicemail, and extended battery life, to name a few. |
What does roaming mean?
Roaming is the term used to describe wireless phone use outside your local calling area. |
Return Policy
Our goal is to provide you with the best quality product. If you are not satisfied with your purchase, please call us at 800-300-7066 between the hours of 8:30 am - 7:00 pm EST, Monday through Friday, so that we can address your concerns. If we cannot satisfy your request, our customer retention staff will issue you a Return Merchandise Authorization (RMA) number, instruct you how to return the equipment and refund the full cost of your equipment if, you notify us within 30 days of receipt (3 days for Voicestream customers) and your equipment has less than 30 minutes of use. All components and original packaging must be returned undamaged.
All returns MUST contain a Return Merchandise Authorization (RMA) number. Returns without an RMA number will not be accepted.
A restocking fee of $25 may apply to your return. A deactivation / early termination fee of $150 may apply to each phone not remaining active for a minimum of 181 days (121 days for VoiceStream customers) in addition to your carrier's early termination fee. Additional restrictions may apply.
Equipment returned for the following reasons will incur a $25 re-stocking fee:
This will include all returns either opened, un-opened and refused packages.
Once ordered, calling plans have specific terms and conditions that must be met for their cancellation. You may be charged as much as $300 for early termination fees by the authorized dealer and/or the carrier. Please refer to your service agreement for additional information, or you may contact us at returns@inphonic.com for more information.
Please follow the instructions on the return form enclosed in your package and include the completed form with any returned merchandise. Including this form will allow us to process your return and refund your money more rapidly and will reduce the possibility of error. Do not forget to write down your order number, RMA number, and shipping tracking information for your records.
Please mail your phone via UPS Ground or USPS Insured to:
Cognigen Wireless
Returns Department
9301 Peppercorn Place
Largo, MD 20774 |
What are my payment options?
The Cognigen Wireless online ordering system will accept checks, or any of the following major credit cards as a form of payment: American Express, Discover, MasterCard, and Visa. |
Is it safe to use my credit card over the Internet?
Yes! We've made every effort to make our system a secure one. In order to provide our customers with the most secure and private online shopping environment available, Cognigen Wireless uses state-of-the-art technology to protect credit card numbers and o |
How will I know you've received my order?
You will receive confirmation of your order by e-mail. Please print or make a note of your order number for future reference. You can use that number for tracking your order through our customer service department. |
How long will it take to receive my order?
Orders placed before 1 P.M. EST M-F will be shipped the same day. Orders placed after 1 P.M. will be shipped the next business day. In certain cases, delays in receiving credit approval or activation approval may cause delays in the shipment date. Your phone will arrive according to the shipping method you selected:
Next Day Air 1 Day after shipment
Second Day Air 1-2 Day(s) after shipment based on destination
Ground 1-6 Day(s) after shipment based on destination |
How does wireless phone service work?
A wireless phone system is designed to provide coverage in a specific geographical region. The region is divided into several small cells. In each cell's center is a cellsite, which houses the fixed radio receiver and transmitter. These are the towers you may see along the roadways. The transmitter and receiver in each site connect to a Mobile Switching Center (MSC). The MSC tracks and transfers your calls as you leave one cell's coverage area and enter another, so the cellular user enjoys uninterrupted conversations in most areas. |
How do I use my phone outside my local or home area?
As a Cellular Services customer, you have access to the powerful North American Cellular NetworkTM, which means you can place and receive calls in over 5,000 cities. Callers need only use your regular cellular number to reach you. You simply place calls by dialing: 1 + area code + phone number. (Long distance charges apply outside the local calling area.) |
Driving
Check the laws and regulations on the use of cellular telephones in the areas where you drive. Always obey them. Also, when using your phone while driving, please:
Give full attention to your driving.
Use hands-free operation, if available, and
Pull off the road and park before making or answering a call.
Cognigen Cellular
If an emergency occurs, calling 9-1-1 can turn your wireless phone into a lifeline. Dial 9-1-1 first*. Tell the dispatcher:
Your name and wireless phone number, including area code.
The nature of the emergency.
Whether police, fire or medical assistance is needed.
The exact location of the emergency, including cross streets, mileposts or landmarks.
How many people are involved, their condition, and whether help is being administrated.
If the situation does not require immediate medical, fire or police attention, call the appropriate non-emergency number.
*Important: Where 9-1-1 is not available, you will need to identify the local emergency service number to call for assistance. If you are in an area where your phone is searching for a signal or there is no signal, it is highly probably that a call to 9-1-1 will not go through. Do not rely on this function in an emergency situation. Locate the nearest landline phone and call for help. |
How do I use a wireless phone?
Just a few simple steps to get you started!
Charging the Battery
Before using your cellular phone you must charge the battery.
To put the battery on the phone, slide it onto the back of the cellular phone.
For the first initial charge you must charge the battery for 12 to 24 hours.
After the first charge, you only need to charge the battery as needed.
DO NOT OVER CHARGE.
Turning the Cellular Phone ON
Press and hold the PWR button for two seconds.
You might have to unlock the phone using your personal unlock code.
Placing a Call:
Dial the phone number of the person you are calling.
Press the SEND/TALK key and wait for your party to answer.
Ending a Call:
To end your call, just press END. Some flip phones automatically end the call when you close the flip onto the dial pad.
Answering a Call:
To receive calls make sure the phone is turned on.
When you hear your cellular phone ring, simply press the 'send/talk' button to answer a call. On some flip phones you need only open the flip to answer the call.
Turning the Cellular Phone OFF:
Press and hold the PWR button for two seconds.
Helpful Hints
Be sure you are getting a signal, if you hear a fast busy signal when trying to place a call, that means you are not receiving a signal. We recommend you go outside or near a window.
Make sure your cellular phone is turned on. You will not be able to receive or make any calls unless your cellular phone is turned on.
Do not allow children to play with your phone. It is not a toy. Children could damage the phone, or make calls that increase your telephone bills. |
Do I get billed for busy signals or calls that ring but don't answer?
No. Cellular Services does not charge for unanswered calls or busy signals within your local area if the call ends within one minute. |
Aircraft
The debate continues. Ask your airline to be sure. Be kind to your fellow travelers. |
Blasting Areas
To avoid interfering with blasting operations, turn your cellular phone OFF when in a blasting area or in areas posted: TURN OFF TWO-WAY RADIO. Construction crews use remote control RF devices to set off explosives. |
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