Frequently Asked Questions

Do you have month to month plans available or do I have to sign a contract?

We have month to month plans available.

How long is the agreement?

The agreement is for two years, beginning the day your service is activated or when you agree to the terms and conditions of the service. If you decide not to continue or activate the service, your phone must be returned within 14 days of receipt in accordance with our Return Policy.

What is the early termination fee?

You may terminate your Agreement before the term expires by calling us locally at 912-653-4389 or toll free at 1-800-809-6989 from any phone and paying an EARLY TERMINATION FEE of $200 for non-smartphones and $375 for smartphones or less (depending on when you terminate) per handset as liquidated damages, and not as a penalty.

We may terminate the Agreement if you are in default and charge you the Early Termination Fee as liquidated damages, not as a penalty. The Early Termination Fee is payable in addition to other outstanding charges for services or equipment on your PAC Mobile account. We will not charge you the Early Termination Fee if you deactivate services within 14 days after you activated your PAC Mobile phone. A 20% re-stocking fee may apply.

What is your return policy?

We hope you enjoy your phone, however we will gladly return or exchange merchandise within 14 days of receipt in original packaging.

What other fees can I expect?

In addition to taxes there is a onetime $25 activation fee. We never charge this when updating or changing phones like other carriers. This will just be charged when you initially set up service.

I don’t live in the Pembroke Advanced Communications area. Can I have Cellular service?

Yes! We are able to provide Cellular service to anyone, even those outside of our traditional service areas.

How can I pay my bill?

We offer a range of payment options including in-store, online, and automatic payments.

Can I change my rate plan?

Yes. You can change the rate plan at any time with no additional charges. The change will be effective immediately. We advise you to contact our Customer Service Team to review any pro-ration of minutes that occur when you change from one plan to another in the middle of a billing cycle. Pro-ration of minutes can result in overage charges.

If I started a call before my nighttime minutes started that continued past 7:00 PM, would those minutes count towards my night and weekends or my anytime minutes?

The time when the call starts would determine whether it was considered nighttime or anytime. If a call started at 6:45 am that lasted until 7:15 am, the call would be considered a nighttime call. If the call started at 6:45 pm and lasted until 7:15 pm, it would be considered an anytime minutes call.

Do you have rollover minutes?

No. We do not have rollover minutes with our service but have a variety of plans so you can choose the one that most closely fits your calling habits.

How many lines are required for a family plan?

There is a minimum of 2 and a maximum of 5 lines.

What is SMS?

Short Message Service (SMS) is a text messaging service component of phone, web, or mobile communication systems. SMS text messaging is the most widely used data application in the world.

Why am I not receiving the full text message?

Text messages are limited to 160 alpha numeric characters.

Do you have unlimited texting packages?

Yes. Many of our individual and Family bundled plans include unlimited messaging (unlimited text (SMS) and multimedia messaging (MMS)).

Can I block text messaging on my phone?

Yes. You can place a block on all or individual MDNs for SMS, MMS or PSMS messaging capabilities.

What is PSMS?

Premium Short Message Service (PSMS) allows you to participate in third party Text Messaging programs that charge fees above standard Text Messaging rates. These programs use 3 to 6 digit numbers called short codes in place of phone numbers.

What is MMS?

Multimedia Messaging Service (MMS) is a standard way to send messages that include multimedia content to and from mobile phones. It extends the core SMS (Short Message Service) capability that allowed exchange of text messages only up to 160 characters in length.

What is the maximize size for picture messages?

350 KB. Depending on the size/quality of the photo, some of the photos will not be transmitted using MMS. In this case, it may be better to send via email.

Can I call mobile to mobile?

Yes, you can call mobile to mobile; however, there may be costs associated for others that are not a PAC Mobile subscriber.

What is considered peak time?

Peak time is from 6:00 AM - 6:59 PM.

If I am on a call from 6:55 PM to 7:10 PM, will it be rated as a peak or off peak call?

Calls are billed upon the origination time of the call.

Can I port (transfer) my cell phone number?

Yes, you can transfer, or port your phone number. In the U.S., wireless local numbers portability is a legally mandated service that allows the port of a cell phone number from one carrier to another. Porting your phone number is free.

How long does it take to port my number?

Majority of wireless ports (cell phone to cell phone) are completed within 4 hours, some could take several minutes depending on the carrier. If the information you provide from your old service provider account is inaccurate or incomplete, it will delay the port.

Can I port my landline to a cell phone?

Yes. This process is slightly more complicated than the cell phone to cell phone port and takes longer to complete the porting process. It could take up to 4 days to port your number. If the information you provide from your old service provider account is inaccurate or incomplete, it will delay the port.

Why does it take so long to port my number?

The porting process requires coordination between the new carrier and the old carrier. The old carrier’s workload and systems they utilize impacts the time it takes for the porting process.

Will I lose phone service during the porting process?

In most cases, there will be just a brief interruption in service while the port takes place. Just in case there are any problems, we advise not to initiate ports on a Friday.

Are data plans required?

Yes. Data plans are required with the purchase of a smartphone. This protects you from incurring overage charges on data usage. Typical smartphone users require 1 to 2 GB of data per month per device.

Do you have unlimited data plans?

Yes. We offer individual and shared unlimited data plans.

What's the Unlimited Data Plan?

With the Unlimited Data Plan, your account gets:

  • Unlimited domestic calling and text messaging while in the US
  • Unlimited data
  • Stream as much as you want
  • Local customer support
  • One bill for all of your PAC Mobile services, including Internet, TV and phone
  • Up to 10 devices per account

Who can get the new Unlimited Data Plan?

This Unlimited Data Plan is available for new and existing customers with 4G devices.

How am I charged for the Unlimited Data Plan?

You will have three types of monthly charges for the Unlimited Data Plan:

  • Unlimited Data
  •  
  • Access for each device on the account
  •  
  • Device installment, if applicable
    • For example, if you have five devices on your account, you will have one charge for your unlimited data and the primary line of $120, separate device access charges of $20 for each additional line, plus each phone’s device installment payment amount, if applicable.
    •  
  •  

Can I have just one device on the Unlimited Data Plan?

Yes. You can have one device on the Unlimited Data Plan costing $80/month for unlimited talk, text and data. You may add additional devices later.

Is there any limit on the Unlimited Data Plan?

There is no limit to the amount of data you may use on the Unlimited Plan – You can search, stream and play games as much as you want. Once your account exceeds 22GB of service, and your phone is running off of a congested cell tower at that moment, your speeds may temporarily be queued behind other PAC Mobile Wireless customers. Most of the time, customers will continue to enjoy the same great network experience once they exceed 22GB on their account during the billing cycle.

Do I have to pay anything upfront?

There may be costs upfront that will vary based on individual situations (i.e. a deposit).

Why do I need to provide a credit or debit card to place my order?

As part of your application for service, we require a valid credit card for your upfront charges. This information is stored as a convenience for you if you decide to make any additional purchases, for example accessories, or if you decide to pay our monthly invoice by credit card.

How will I know if my order was received and processed?

On completion of your order, you'll receive an order confirmation page with an order number as well as an order confirmation email. If you don't receive this information your order may not have successfully processed and we advise you to call our office at 912-653-4389.

What are CDMA phones?

CDMA is shorthand for one of the two major radio systems used in cell phones (the other is GSM). Verizon is an example of a carrier that uses CDMA.

On your service, can I use my existing device or do I have to order a new phone?

You must have a CDMA phone in order to activate with PAC Mobile. Please call our Customer Service Team for more information at 912-653-4389.

How long does it take to receive my phone?

The phone will be sent using USPS standard shipping within 24-48 hours after your order is placed. Please allow 5 to 7 business days for delivery. We will also send you an email that advises you of the tracking number so that you can track the status of the package.

Do your phones come with GPS?

Yes, most of our Android and iPhones have GPS navigation capability.

How do I set-up voicemail?

On most phones, you can access your voicemail by pressing and holding the button with an image of an envelope on it - usually the "1" key or a non-numerical key at the top of your keypad. Voicemail can also be accessed by dialing your own mobile number. When you first access voicemail on your phone, follow the prompts to create a passcode and customize your greeting. If you need to access your voicemail from another phone, just dial your own mobile number and when you hear your voicemail message, press * and enter your passcode.

Can I choose the new telephone number I want?

No. The system will provide the next available number in your area. You can request an NPA/NXX (area code and prefix; 1st six digits of telephone number) from your area.

When am I able to upgrade my phone?

This will depend on what, if any, promotions you took advantage of.

Is there a charge to change handsets?

There is no charge to move your telephone number from one handset to another. You would be responsible for purchasing the new handset that you would like to have the telephone number switched over to.

What should I do if my phone is lost or stolen?

You can call in so that we can suspend your service. This prevents overages charges as a result of unauthorized use. We will transfer your phone number to the new handset that you purchase.

Why should I recycle my cell phone?

Electronic waste is the most quickly growing waste concern worldwide. The average life span of a cell phone is only 18-months. On average, 130 million cell phones are retired annually in the U.S. alone. PAC Mobile donates all used cell phones to Cell Phones for Soldiers (http://cellphonesforsoldiers.com). You can drop off your phone, battery & accessories to our office at 185 E. Bacon Street, Pembroke.

What does a rating of M4 and T3 mean under the Hearing Aid Compatibility (HAC) Status?

Devices receive their HAC ratings based on two criteria: radio frequency (RF) emissions and telecoil coupling. For a wireless device to be compliant with the FCC's hearing aid compatibility rule, the device must receive a minimum rating of M3 for RF emissions and T3 for telecoil coupling.

Acoustic coupling ("M" rating) refers to the RF emissions level of the device and means that the device is intended for use with hearing aids in microphone mode. Hearing aids operating in acoustic coupling mode receive sounds through a microphone and then amplify all sounds surrounding the user, including both desired sounds, such as a telephone's audio signal, and unwanted ambient noise. The higher the "M" rating for a device makes it more likely the device can be used with a hearing aid on the microphone setting.

Inductive coupling ("T" rating) refers to the device's telecoil coupling ability and means that the device is intended for use with hearing aids in telecoil mode. The higher the "T" rating for a device makes it more likely the device can be used with a hearing aid on the telecoil setting. Hearing aids operate in inductive coupling mode turn off the microphone to avoid amplifying unwanted ambient noise, instead using a telecoil to receive only audio signal-based magnetic fields generated by inductive coupling-capable telephones. Using a device in telecoil mode allows the volume of the hearing aid to be turned up without creating feedback or "whistling", and background noises can be reduced. Talk to your health care professional to learn whether a hearing aid device contains a telecoil and how it can be activated.

Can I use my phone when traveling internationally?

This would depend on the type of phone you have and the network used in that particular country. There may be roaming charges and additional fees when using a cell phone in an International location.

How much are International calls?

International calls are $1.50 per minute with the exception of Mexico and Canada which are at $.40 per minute.

How much are International MMS?

International MMS are $.20 per message if sent from the United States, if the original message is sent from outside of the United States it is $.30 per message.

Can you block International calls?

International calls can be blocked for countries that have a country code. Calls to Canada can't be blocked because there is no country code required to call there.

Are calls to Puerto Rico and Us Virgin territories included?

Yes. These calls are identified as "10 digit international dialing locations". They can be dialed using 10 digit direct dialing. International long distance rates and airtime charges apply.

Do I have to be placed on auto-pay for wireless service?

No. You do not have to be placed on auto-pay for your wireless service.

Do I have to receive a paper bill?

No. You do not have to receive a paper bill. You can sign up for monthly electronic notifications alerting you to when you can sign into your account online to view and/or print your new statement.

Can I change my billing cycle?

No. Billing cycles cannot be altered.

What is my billing cycle?

The 17th through the 16th of the following month.

Can I access my bill online?

Yes. You can log into at www.pemtelco.com.

Will I be able to see my call history in the "My Account" section?

Yes. You will have your Call, Data, and SMS/MMS history. This information may be up to 48 hours delayed.

Why is my first bill so high?

The first bill includes pro-rated charges for the partial month of service between the date when your service is activated and your first billing cycle. It will also include your first full month of service, and any additional charges associated with your purchase such as activation or shipping fees.

What are the taxes and fees associated with my bill each month?

Unfortunately we are unable to provide you with a total cost of your bill since taxes and fees vary based on your city and state. The rates normally do not change from carrier to carrier so it should be comparable.

What does suspended service mean?

Service is suspended when payment is not made as agreed. The phone will be restored by making necessary payments. We may also hotline your MDN so when a call is placed you will be transferred to our Customer Service Team so you can discuss payment options.

Does my contract with my current carrier need to be paid before I can switch to your service?

No. Current FCC rules prevent a carrier from holding the number based on charges due. You can port your number by providing your old service provider (OSP) account number, account holder name, address, and PIN or password if applicable. You are responsible for working with your current carrier on any balances due.

What are the overage charges for PAC Mobile?

  • Voice overages $0.45 depending on the plan (see plan for details).
  • Texting messaging (SMS) overages is $0.15 per message (see international rates for SMS inbound or outbound).
  • Picture messaging (MMS) overages $0.25 per message (see international rates for MMS inbound or outbound).
  • Data overages is $15 per GB.

What is Roaming?

Roaming occurs when you are leveraging a third-party's network to make and receive calls, send and receive text messages and/or use data. Most devices will display a roaming indicator when you are roaming.

What are the roaming charges?

  • International Voice from US: $1.50/Minute 1
  • Voice from US to Canada & Mexico: $0.40/Minute
  • Type 2 International SMS: $0.20/Message 2

1Excluding Canada and Mexico. 2From U.S. to outside U.S.

International Roaming Rates
 
 
 

Avg Intl R Call Duration: 4 minutes
Avg Intl R SMS sent/received: 22
Avg Intl R Data Session (MB): 4MB

Estimated Data Usage:
Email (text only) = 10 KB
Typical Web Page Lookup** = 400 KB
Audio Streaming = 60 MB/hr
Lo-Res Video Streaming = 250 MB/hr
Hi-Res Video Streaming = 350 MB/hr
Digital Photo download/upload (Hi-Res) = 3 MB

1 MB = 1,024 KB
1 GB = 1,024 MB

Smartphone values are based on testing with the Android operating system. Usage with other operating systems may vary.

These are just estimates, and data transfer amounts will vary based on application. Downloads that buffer, such as streaming music and video, will bill for all of the data that has been downloaded, even though you may not have listened to or watched the entire download. Please regularly check and manage your usage. ** Can exceed 3 MB with graphically intense pages or with video.

By using this data estimation tool, please understand that the displayed calculated usage amounts are only approximations. It is at the IR’s discretion to make judgments and/or decisions based upon the information shown by this tool.

How much does it cost to call directory assistance?

$1.50 per call

Will I be notified when I exceed my minutes?

We will advise you by a text alert to the device that has reached 80% of your plan allowable minutes, data usage, or text messaging. This will enable you to adjust your calling habits or make adjustments in your plan for the following month. You can also review your account information at the "Check Usage" section of our website.

What are my options if my device is lost, stolen or damaged?

There are several options depending on your circumstances:

  • If the device has a defect and isn't physically damaged, it may be covered by manufacturer's warranty.
  • If the device has damage not covered by the manufacturer’s warranty, PAC Mobile can get a quote for you on the cost to repair the device.
  • Purchase a new device from PAC Mobile.

Do you offer insurance or other equipment protection options for a device I purchased from PAC Mobile?

No. PAC Mobile does not currently offer device insurance but there are independent companies that you can purchase device insurance from yourself.

What is PAC Mobile’s Return Policy and 1-Year Manufacturer’s Warranty?

You are eligible to return or exchange your equipment within the first 14 days of service. A 20% re-stocking fee may apply.

You will receive a 1-Year Manufacturer’s Warranty that will cover phone defects that were not caused by the customer. Such defects may include electrical failure and mechanical failure. Water damage, cracked screens, and mishandled phones are not covered under the warranty. For warranty details, please contact your Customer Service Team at 912-653-4389.

Hearing aids do not always function well with wireless handsets.  Hearing aids operate by using a microphone to pick up sound waves, converting the sound waves into electrical signals to be amplified.  Distortion or amplification of unwanted sound (noise) often occurs.

The FCC’s hearing aid compatibility requirements address hearing aids that operate in either of two modes – acoustic coupling (“M” rating) or inductive coupling (“T” rating).  Hearing aids operating in acoustic coupling mode receive through a microphone and then amplify all sounds surrounding the user, including both desired sounds, such as a telephone’s audio signal, and unwanted ambient noise.  Hearing aids operating in inductive coupling mode turn off the microphone to avoid amplifying unwanted ambient noise, instead using a telecoil to receive only audio signal-based magnetic fields generated by inductive coupling-capable telephones.  The FCC’s “M” and “T” ratings indicate whether a hanset can be expected to function well with a hearing aid and are generally marked clearly on the handset packaging.  The “M” or “T” rating does not guarantee that the handset will function without distortion or noise, so PAC Mobile recommends that you test the handset before purchasing.

Level of Functionality

PAC Mobile offers HAC-compatible handsets and devices in all major price categories, including low-cost (“C” level) (<$100), moderate-cost (“B” level) ($100-$250), and high-end/feature rich (“A” level) (>$250).  Costs generally correlate with the number of features, but if through experience, PAC Mobile finds that a certain handset contains features that work well with hearing aids, such as volume control, it will be labeled accordingly with an “A” level for functionality.  PAC Mobile’s sales staff is trained to assist all existing and prospective customers looking for a HAC-compliant device/handset.  HAC-compatible handsets and devices vary in their inherent “levels of functionality,” but typically at least one (1) HAC-compliant handset/device with features and services typical of its price category can be found that meets each customer’s price range.

Hearing Aid Compliant (HAC) Device Ratings
As of December 2018

These handsets have been tested and rated for use with hearing aids for some of the wireless technologies that they use.  However, there may be some newer wireless technologies used in these phones that have not been tested yet for use with hearing aids.  It is important to try the different features of these phones thoroughly and in different locations, using your hearing aid or cochlear implant, to determine if you hear any interfering noise.  Consult PAC Mobile or the manufacturer of the handset for information on hearing aid compatibility.  If you have questions about return or exchange policies, contact your local PAC Mobile office.

Handset HAC Rating
Apple iPhone X M3 / T4
Apple iPhone 8 M3 / T4
Apple iPhone 7 M3 / T4
Apple iPhone 6S M3 / T4
Apple iPhone 6 M3 / T4
Apple iPhone 5S M3 / T4
Apple iPhone SE M3 / T4
Samsung Galaxy S9 M4 / T3
Samsung Galaxy S8 M4 / T3
Samsung Galaxy S7 M4 / T3
Samsung Galaxy S7 Edge M4 / T3
Samsung Galaxy S6 M4 / T3
Samsung Galaxy S6 Edge M4 / T3
Samsung Galaxy J7 M3 / T3
Samsung Galaxy J3 M3 / T4
Samsung Note 4 M4 / T3
Samsung Note 5 M4 / T3
Samsung Note 8 M4 / T3
Droid Turbo M4 / T3
Droid Turbo 2 M4 / T4
Google Pixel M4 / T4
Google Pixel 2 M4 / T3
Google Pixel 2 M4 / T3
LG G6 M4 / T3
LG V20 Titanium M4 / T3