Customer Care FAQs – Wireless Service FAQs


Questions about 2Way/Advanced Messaging Service

USA Mobility Gray Bullet What messaging plans are available for 2way devices?
USA Mobility Gray Bullet Can I receive text messages to my 2way from sources other than another 2way?
USA Mobility Gray Bullet If my 2way device is turned off or the battery is dead, will callers still be able to send A messages?
USA Mobility Gray Bullet What is the e-mail address on my 2way wireless device?
USA Mobility Gray Bullet How can I customize my e-mail address?



Questions about Alphanumeric (Word) Paging Service

USA Mobility Gray Bullet Do I have an e-mail address for my alphanumeric pager?
USA Mobility Gray Bullet What is the e-mail address on my alphanumeric pager?



Questions about Enhanced Services

USA Mobility Gray Bullet What are the free information services and how can I add or remove them from my unit?
USA Mobility Gray Bullet What is Numeric Retrieval?
USA Mobility Gray Bullet What is Voice Mail and what packages do you offer?
USA Mobility Gray Bullet What is Live Operator Dispatch Services?
USA Mobility Gray Bullet What is my Operator Dispatch PIN number?
USA Mobility Gray Bullet What is Toll-Free Number Service?
USA Mobility Gray Bullet What is maintenance and what does it cover?
USA Mobility Gray Bullet What is Limit of Liability?



Questions about Voice Mail

USA Mobility Gray Bullet How do I operate my Voice Mail?
USA Mobility Gray Bullet How do I record a personal greeting on my Voice Mail?
USA Mobility Gray Bullet How do I retrieve messages from my Voice Mail?
USA Mobility Gray Bullet How do I change my security code on my Voice Mail?


Questions about Wireless Messaging Coverage

USA Mobility Gray Bullet If I move, can I continue my messaging service?
USA Mobility Gray Bullet Will my paging device work everywhere within my coverage area?
   

Can't find what you're looking for or need more information?

Contact Customer Care at customer.care@usamobility.com
or by dialing the number on your invoice.


Questions about 2Way/Advanced Messaging Service

Q: What messaging plans are available for 2way devices?
A: The following message plans are available for USA Mobility 2way devices.
  USA Mobility Gray Bullet Legacy Metrocall Plans
  USA Mobility Gray Bullet Value Plan: 1,000 messages a month
  USA Mobility Gray Bullet Standard Plan: 1,250 messages a month
  USA Mobility Gray Bullet Two-way Flat Rate/Executive Plan: 6,000 messages a month
  USA Mobility Gray Bullet Legacy Arch Wireless Plans
  USA Mobility Gray Bullet Usage Plan 250,000 characters
  USA Mobility Gray Bullet Usage Plan 75,000 characters
  USA Mobility Gray Bullet Usage Plan 25,000 characters
  USA Mobility Gray Bullet Usage Plan 10,000 characters



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Q: Can I receive text messages to my 2way from sources other than another 2way?
A: Every 2way device has its own e-mail address and can receive messages just as if you were sending or receiving information from your personal e-mail address.
 
Learn more at our How to Address A Message page.


Q: If my 2way device is turned off or the battery is dead, will callers still be able to send messages?
A: All 2way devices work on a ReFLEX network that will continue to resend your messages to your device for up to 96 hours. Therefore, by turning on your device, replacing the battery, or returning to your coverage area within 96 hours after the message was sent, you will receive the message to your wireless device.



Q: What is the e-mail address on my 2way wireless device?
A: If you have a 2way advanced messaging device such as a Motorola T900 or P935 you can use any of the following e-mail addresses:
  USA Mobility Gray Bullet 10digitphonenumber@usamobility.net, or
  USA Mobility Gray Bullet 10digitphonenumber@My2Way.com (Legacy Metrocall), or
  USA Mobility Gray Bullet 10digitphonenumber@airmessage.net (Legacy WebLink Wireless), or
  USA Mobility Gray Bullet 10digitphonenumber@archwireless.net  (Legacy Arch Wireless)
    For example:
    "1234567890@my2way.com",
    "1234567890@airmessage.net",
    or "1234567890@archwireless.net"


Q: How can I customize my e-mail address?
A: A vanity name can be assigned as your e-mail address, such as "john.doe@my2way.com", for a monthly fee. This service is only available for 2way and Advanced Messaging devices.
    Learn more about vanity names, visit our How to Create or Modify a Vanity Name page.



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Questions about Alphanumeric (Word) Paging Service

Q: Do I have an e-mail address for my alphanumeric pager?
A: All of USA Mobility's alphanumeric pagers are equipped with an e-mail address. The e-mail address for your unit is:
 
"10digitphonenumber@page.metrocall.com", or "7digitPIN@pagegate.net", or "7 or 10digitPIN@archwireless.net"
    For example: "1234567890@page.metrocall.com", "1234567@pagegate.net" , or "1234567/1234567890@archwireless.net"



Q: What is the e-mail address on my alphanumeric unit?
A: If you have an alphanumeric unit your e-mail address will be:
 
"10digitphonenumber@page.metrocall.com", or "7digitPIN@pagegate.net", or "7 or 10digitPIN@archwireless.net"
    For example: "1234567890@page.metrocall.com", "1234567@pagegate.net", or "1234567/1234567890@archwireless.net"



Questions about Enhanced Services

Q: What are the free Information Services and how can I add or remove them from my unit?
A:

Information Services is an offering that consists of FREE News, Sports, Weather and Business feeds sent automatically to the Info Service folder of your alphanumeric pager or 2way device.

This service keeps you informed of the current news, sports scores, weather forecasts, stock market indices and business news via your wireless device. The service is programmed into each unit and therefore cannot be removed by the user. If you have a pager or device and would like to receive information services you will need to purchase a new unit. If you are currently renting your pager or device you will need to exchange your old unit for an alternate unit.



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Q: What is Numeric Retrieval?
A: Numeric retrieval is a service that helps to assure you'll receive your numeric page, even if your battery goes dead, if you leave your coverage area or your pager is turned off. To retrieve numeric pages, call your pager number, enter your access code and you will receive the last 10 numeric pages entered into your pager.



Q: What is Voice Mail and what packages do you offer?
A: Voice Mail is a service that functions similar to voice mail on your phone or an answering machine. Callers can dial your pager or device number and hear a short recorded greeting from you; they can then leave a voice message which you will be able to listen to by dialing your pager or device number and accessing your voice mail.
 
Voice Mail Plans
    MP1 15 Messages, 72-Hour Storage, 60-Second Greeting
    MP2 10 Messages, 24-Hour Storage, 45-Second Greeting
    MP4 10 Messages, 12-Hour Storage, 30-Second Greeting



Q: What is Live Operator Dispatch Service?
A: Live Operator Dispatch Service provides a live operator to take your caller's message and send the message to your unit. Operator Dispatch service is a quick, accurate, simple, and convenient way to have your messages delivered to your pager or device.
  Learn more about our dispatch service plans.



Q: What is my ADC PIN number?
A: When using USA Mobility's Operator Dispatch Service, a PIN number is required in order to retrieve your pages and is usually the last four digits of your toll free number.
  If you are unsure of your PIN number please contact Customer Care at customer.care@usamobility.com or by dialing the number on your invoice.



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Q: What is Toll-Free Number Service?
A: USA Mobility offers personal toll-free numbers in conjunction with its nationwide service. For local service, USA Mobility provides a toll-free number (with PIN) capability. USA Mobility also provides, via our national dispatch service, a single toll-free number that will allow access to any USA Mobility subscriber. Personal 800 number options are available on certain service plans.



Q: What is maintenance and what does it cover?
A: USA Mobility offers a Maintenance Policy to any USA Mobility unit that is owned and maintained by the customer. Maintenance can be purchased for a nominal monthly fee and protects against the malfunction of internal electrical and mechanical functioning of the unit due to normal wear and tear and under typical operating conditions. Under the Maintenance policy, a customer is entitled to exchange their unit for the same or like unit.
   

The following are included under the maintenance plan:

  • Dead: not responding when turned on
  • Falsing (receiving false pages)
  • Intermittence
  • Loose battery connection
  • Weak vibe motor or speaker volume
  • Weak or no light
  • New battery in exchanged pager
  • LCD (Liquid Crystal Display)

The company reserves the right to determine that a repair is outside of normal wear and tear damage as covered by the Maintenance Policy.

Maintenance Pricing is based upon the unit in service.

    Get more information on our Enhanced Services Page.


Q: What is Limit of Liability?
A:

USA Mobility's Limit of Liability coverage releases customers from their contractual obligation to pay the full replacement cost of rental equipment that is proven to be lost, stolen, or damaged while on the customer's account. The customer is obligated to pay a non-refundable processing fee for each unit.

To qualify for USA Mobility's Limit of Liability, a customer's account must be paid and current.



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Questions about Voice Mail

Q: How do I operate my Voice Mail?
A:

TO USE VOICE MAIL:

  1. Dial your Pager or Device number
  2. During the Greeting, Press 0 (zero)
  3. Enter your Security Code / Access Code
  4. Use the Commands Below:

    Press 1 Mode Transfer (Change to another Command.)
    Press 2 Delete Current Message
    Press 3 Play Older Message (Legacy Arch to Play Newer Message)
    Press 4 Play Newer Message (Legacy Arch to Play Older Message)
    Press 5 Play Current Message / Repeat
    Press 6 Play All Messages
    Press 7 Play Time & Date of Current Message
    Press 8 Skip Backward
    Press 9 Skip Forward
    Press Star (*) Help / Tutorial
    Press 0 Restore All Deleted Messages During This Call
 

Additional Commands

Press 10 Return to Voice Message Retrieval Mode
Press 13 Forward a Message - Sending a copy of a message to another pager number.
(Option 13 for Legacy Metrocall and WebLink Wireless Only)
Press 14 Play Numeric Messages Only / Access Numeric Retrieval



Q: How do I record a personal greeting on my Voice Mail?
A:

To Record greeting:

  1. Press 11 to Record Greeting. You will hear, "You may now change your greeting message."
  2. Press 30 to Start Recording - Be ready with your new message.
    Sample Greeting: "Hi, this is ________, you've reached my pager. You may enter your telephone number at any time during this greeting or wait for the tone and leave your voice message. I'll be paged and return your call as soon as possible."
  3. Press 1 to Stop Recording
  4. Press 40 to Playback Recording / Listen to Your Greeting
  5. Press 10 to Return to the Main Menu



Q: How do I retrieve messages from my Voice Mail?
A:

To Retrieve Message:

  1. Press 2 to Delete Last Message (You Must Delete One at a Time)
  2. Press 3 to Play Oldest to Newest (Legacy Arch to Play Newest to Oldest)
  3. Press 4 to Play Newest to Oldest (Legacy Arch to Play Oldest to Newest)
  4. Press 5 to Replay Same Message; i.e., Play Current Message / Repeat
  5. Press 6 to Play All Messages
  6. Press 7 to Play Time and Date of Current Message
  7. Press 0 to Restore Deleted Messages - This must be done prior to hanging up.
  8. Press 14 to Play Numeric Messages Only / Access Numeric Retrieval.



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Q: How do I change my Security Code / Access Code on my Voice Mail?
A:

To Change Security Code / Access Code:

  1. Press 17 to Change your Security Code / Access Code
    You will hear, "You may now change your access code."
  2. Press 3
    a.) Enter New Security Code / Access Code
    b.) Press # Key
  3. Press 4 to Verify Your Personal Security Code / Access Code
  4. Press 10 to Return to Main Menu


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Questions about Wireless Messaging Coverage

Q: If I move, can I continue my messaging service?
A:

You can continue your USA Mobility service if you move, provided we have coverage in your area. To check our current coverage areas please visit our coverage locator on the Internet and choose the Coverage Map for your particular wireless device.

If your new area is covered, it may be under a frequency other than the one currently on your unit. In this case you can exchange your pager or device, for one that will work properly in that area. Depending on your unit model and availability, there may be an additional charge for this service.

  Check your coverage!


Q: Will my pager or device work everywhere within my coverage area?
A: Our messaging network is state-of-the-art and very reliable, but under certain circumstances, may not be able to receive messages. For example, you may be in an area unreachable by radio frequencies, such as in a basement, deep inside certain buildings or in a tunnel. Atmospheric conditions as well as your surrounding terrain may also effect reception.

 

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