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FAQs

Q: How can I get in touch with someone at Bluegrass?

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Please feel free to contact us with your questions by calling either 1-800-928-CELL or *611 from your Bluegrass Cellular phone. Or you can use the website to chat with a live representative who is ready to assist you.

Q: Can I add features later if I don't choose them now?

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Yes, you can contact our customer support team or visit your local Bluegrass Cellular store to make changes to your account at any time.

Q: If I change my device, does it affect my features?

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Yes, certain features (like voicemail and data packages) are device dependent. Please contact our customer support team or visit your local Bluegrass Cellular store to switch features to match the device you are wanting to use.

Q: If I am eligible, can I upgrade my device online?

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Yes, please visit your account management tool to do this

Q: How do I recycle my device?

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You can recycle your used devices at nearest store locations, your device may be eligible for a trade-in program.

Q: Do you offer any in-home security protection?

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You can now monitor your home and business as easily as you can send a text message. The Axesstel 100 Series Alert System is a reliable, affordable and completely wireless device that you can easily install yourself. The product is self-monitored, meaning users can control everything – including arming and disarming the alarm – directly from their mobile devices. For more information regarding Security Solutions features and pricing, visit your nearest customer care location, call 1-800-928-CELL or dial *611 from your Bluegrass Cellular device.

Q: Why do I need insurance coverage for my wireless phone?

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The statistics may surprise you! Assurant Solutions estimates 49 million wireless phones will be lost or stolen this year in the United States, and millions more will be damaged. If your phone is one of them and you don’t have this coverage, you could pay much more than your original investment to have it repaired or replaced. What’s more, most traditional insurance policies may not cover wireless phones. If they do, the deductible alone may be much more than the cost to replace or repair your phone. That’s why so many customers are taking advantage of equipment insurance protection, created to protect your wireless phone.

Q: How can I get enrolled in the equipment insurance program offered by Bluegrass Cellular?

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You're eligible to enroll in our equipment insurance program within 30 days after your purchase and activation of a new phone on the Bluegrass Cellular network.

Q: What should I do before I file my claim for lost or stolen phones?

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Please call 1-800-928-2355 to suspend your wireless service to prevent any unauthorized use of your phone if the phone has been lost or stolen. Please note, you will need to file a police report for all stolen phones.

Q: How do I make an equipment protection claim, or inquire about an existing claim?

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For any questions about equpiment protection, please call Assurant Solutions, toll-free at 1-888-352-9183.

Q: What is the deductible if a claim is filed and approved?

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Your non-refundable deductible will be $50 - $175 depending on your device. The deductible will be billed directly to your Bluegrass Cellular Invoice.

Q: How long will it take to receive my replacement equipment?

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If your claim is approved, your non-refundable deductible will be billed to your Bluegrass Cellular bill. Assurant will ship the same or a comparable phone within 2-3 business days, based on equipment availability. For an additional fee, you can choose to have your replacement phone expedited.

Q: Will replacement equipment be exactly the same as the original?

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Be assured that we will make every reasonable effort to replace the exact model - either new or reconditioned - of your original phone. If one isn’t available, we will replace your phone with a model of similar like, kind and quality and will inform you during the claim process if this is the case. All damaged equipment or recovered lost or stolen equipment, becomes the property of Assurant. A prepaid label and instructions will be included with the replacement equipment for return. On approved claims for accidental damage and mechanical breakdown, you will be required to return the device to Assurant or pay a fee of up to $300.

Q: How can I determine the manufacturer and model of my equipment?

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The make and model of your wireless phone can be located on the box the phone came in or on your original sales receipt.

Q: Why do I need to provide an email address for status updates?

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We need your email address to give you with important information on the status of claims, such as when it's approved, when your phone was shipped, and a tracking number to help you locate the status of your package.

Q: What is Lifeline?

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Lifeline is a government benefit program that provides monthly discounts on ONE telephone service (wireline or wireless) for eligible low-income consumers. Lifeline service is a non-transferable benefit and is available to eligible low-income consumers in every state, territory, commonwealth, and on Tribal lands. You must be eligible to enroll, and you must re-certify your eligibility with the service provider every year. Federal rules prohibit eligible consumers from receiving more than one Lifeline service per household.

Q: What is number porting?

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It is a government-mandated program that allows customers to keep their cellular number when switching from one carrier to another within the same geographic area. Take this opportunity to bring your number to Bluegrass Cellular where you’ll enjoy the best coverage in Central Kentucky. That means fewer dropped calls and dead spots.

Q: How do I port a number over to Bluegrass from another carrier?

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Bluegrass Cellular wants your porting experience to be easy. When you’re ready to switch to Bluegrass Cellular, simply follow these steps. - First, you must contact us to provide the number you want to transfer over. If you're a Nextel customer, you must contact Nextel to remove the number block before continuing. If you're a Sprint customer, you must provide your PIN. Bluegrass Cellular will verify if the number can be ported, your number must reside inside of the Bluegrass Cellular defined service area. - Next, you'll be asked if your service is still active with your current service provider. If it has been disconnected, it's too late for porting to take place. - Then, you'll select a phone and rate plan that fits your specific needs. A Bluegrass Cellular Customer Care Associate will be happy to help you select one that’s best for you. - The Customer Care Associate will fill out a customer service agreement, and a credit check will be processed. - The porting process can take from 3 hours to 5 business days depending on the carrier you are porting from. During this timeframe, you can schedule a time to come back and for the port to complete. - Once the porting process is complete, you can return to the Bluegrass Cellular store and complete the activation process. - And now, you can finally start enjoying the convenience of being a Bluegrass Cellular customer. For other information regarding local number portability visit the Federal Communication Commission’s site at www.fcc.gov/cgb/NumberPortability/

Q: How do I connect my phone to the Bluetooth in my car?

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Set the Bluetooth in the car to “pairing mode,” “find device” or “add a device.” Clicking the phone button in the car usually can do this, or your vehicle manual can help walk you through it. Once you've completed that step, you'll want to activate Bluetooth on the phone so it's discoverable. Search for Bluetooths in the area, and your vehicle Bluetooth should display on your phone. Select the vehicle Bluetooth and you'll be successfully paired.

Q: My car doesn’t have built-in Bluetooth, what are my options?

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Bluegrass Cellular offers many different Bluetooth speakers, headsets and earpieces that provide hands-free access for cars without Bluetooth.

Q: Is there a law against talking and texting on your phone while driving?

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All drivers under 18 years of age are banned from cell-phone usage while driving a vehicle. Texting while driving is illegal in most states for drivers of all ages.

Q: Can I control when my children use their data/phones?

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iPhones have a feature within the settings that allows parents to toggle certain restrictions. Bluegrass Cellular’s Parental Controls will allow you to monitor all usage and limit inbound text usage on your children’s phones.

Q: Can I locate my children by using GPS on their devices?

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Yes, with Parental Controls and/or iCloud. Android users can go to https://www.google.com/android/devicemanager to track and lock their phones, as well as have their phones ring.

Q: Who can access my iCloud pictures or information?

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Only individuals with your log-in and password information can access information in iCloud.

Q: What is Jailbreaking?

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Jailbreaking is removing manufacturer or carrier restrictions from a device, unlocking all settings and security features. This can void your manufacturer warranty.

Q: How do I access my Account?

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You can access your account via your account management tools.

Q: Can I add devices or modify my plan online?

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Yes, this can be done via the Account Management Tools.

Q: Does Bluegrass offer paperless billing?

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Yes. You can manage this setting in your account settings.

Q: What are Bluegrass's early termination fees?

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If you choose to terminate your contract early for any reason, you'll be liable for: -Liquidated damages of $150 per cellular number for non-smartphone devices (feature phones and wireless internet devices), pro-rated by $4 per completed month of the plan. - $325 per cellular number for smartphone voice and data services, pro-rated by $10 per completed month of the plan. For college students going to college outside of our home coverage area, the fee is $50 with a valid proof of move.

Q: Can I use my device as a mobile hotspot?

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Yes, if you have a tethering plan or a 4G device you can use your phone as a mobile hotspot.

Q: How will I know when I'm out of minutes, texts or data?

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When you activated your phone, you gave us an email address or text contact number — or both. When you've reached 80% of the total plan / feature usage, you'll receive an alert from us. We'll send a second alert once you've reached the full 100% of the total plan / feature usage.

Q: What's your Return Policy?

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You can return items you've purchased within 14 days. As long your purchase is in acceptable condition, with all original packaging and accessories. Subject to $35 restocking fee for handsets and $70 for tablets.

Q: When will my order ship?

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If you purchase an item on Monday – Thursday your items will ship the same day. On Friday or over the weekends, items will ship the next business day.

Q: I didn't receive a confirmation email. What do I do?

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Please contact us with your questions by calling either 1-800-928-CELL or *611 from your Bluegrass Cellular phone. Or you can use the website to chat with a live representative who is ready to assist you.

Q: Can I buy from Bluegrass if I don't live in Kentucky?

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If you do not live in Kentucky, you can purchase accessories. At this time, you will not be able to purchase devices and plans.

Q: How can I get troubleshooting help on my device?

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Like having your own technical wizard right on your device. Pocket Geek runs background diagnostics, troubleshoots small issues and shows you how to address common concerns and make minor adjustments on your own. If additional help is needed, just one tap and your call will be routed to a dedicated Pocket Geek Agent at Bluegrass Cellular®. Plus, via the app or the web portal, you can access our comprehensive Knowledge Base and How-to Video Library. Pocket Geek is available for either iOS or Android devices. Please go to the Apple or Google site to download the version of Pocket Geek for your phone.

Q: If I become a Bluegrass customer, what can I do in the account management area?

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In your account you can view your usage, edit your plan, pay your bill and upgrade your devices. You can also edit your account and communication preferences.

Q: How do I return a device or accessory I purchased online?

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To return your device, please visit your nearest retail location within fourteen business days of purchase.

Q: How do I activate my phone if I buy it online?

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A guide will be shipped with your device giving you specific instructions on how to activate your device. If you have any questions please do not hesitate to contact us by calling 1-(800)-928-CELL or 1-(800)-928-2355.

Q: How do I recycle my device?

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You can recycle your used devices at a Bluegrass Cellular store near you. Your device may be eligible for trade-in value toward a new device.

Q: Someone gave me a device. Can I use it with Bluegrass service?

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Bluegrass Cellular does have plan options available to activate most devices purchased at another location. Bring your device to a bluegrass Cellular store near your home and let a customer service professional guide you to the right plan for you.

Q: How do I access my ringback tones?

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Callers will listen to a song or voice clip while waiting for you to answer the phone, instead of a ringing sound. Each ringback tone can be used for up to 6 months. All charges will appear on your Bluegrass Cellular bill. Click here to access our ringback tone catalog.

Q: How do I access my pictures online?

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Click here for online picture pickup.

Q: How do I access the my Bluegrass Phone Cloud?

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Phone Cloud is a great way to backup contacts, media, and text message all in one easy application. Compatible with Android and iOS, you don’t have to worry about losing the information on your phone if you switch to a new phone – you can restore the information back to the new phone just as easily as backing it up. Click here to access your cloud.

Q: How do I add additional Prepaid airtime?

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Add airtime to your Bluegrass Cellular Prepaid account now. It’s quick and easy. Just click here to get started. And while you’re here, you can also check your account balance, or add money to other Bluegrass Cellular Prepaid accounts.