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FAQs

Q: Whats an “AMBER Alert?”

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An AMBER ( America's Missing: Broadcast Emergency Response) Alert is a notification tool used by law enforcement to quickly respond to the abduction of a minor child taken under serious, life-threatening circumstances. AMBER alert notifications are activated on smartphones by default and are only shown on smartphones in the immediate area.

Q: How do I deactivate AMBER alerts?

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They can be turned off within the phone settings. Check with the manufacturer of the device or visit a Bluegrass Cellular store for deactivation assistance.

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: I'm having trouble with my coverage. What should I do?

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Please contact the Technical Support team by dialing 1(800) 928-CELL or *611 from your mobile phone, and selecting option 2. This will connect you with a live Technical Support agent that is ready to assist you with your coverage questions.

Q: What are signal boosters and why are they important?

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Signal boosters are devices that can help cell phone users improve their coverage in areas where they do not get a good signal. The FCC only allows consumer level installable signal boosters in order to prevent any unauthroized frequency broadcasting. Also all signal boosters must be registered through the FCC. To register go to http://bluegrasscellular.com/support/cellular_signal_boosters. Please inquire at your local Bluegrass Cellular store if you are needing to purchase a signal booster.

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: Does Bluegrass Cellular lock/unlock devices?

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Bluegrass Cellular does not employ or direct the employment of disabling, or “locking,” software that would prevent its customers from attempting to activate a device designed for one carrier’s network on another carrier’s network.  If Bluegrass Cellular employs such software in the future, it will develop and publish an unlocking policy consistent with the principles set forth in the CTIA Consumer Code for Wireless Service.  Please note that although Bluegrass Cellular does not “lock” its devices, that does not necessarily mean that devices purchased for Bluegrass Cellular’s network are technologically compatible with other carriers’ networks.

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 move my information from one device to another?

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Feel free to visit your local Bluegrass Cellular store for details and assistance with transferring your information to a new device.

Q: How long is the financing period?

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With our Freedom Expanded financing, you can finance your device for 24 months, when your device will be paid off.

Q: Can I finance a new device?

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For qualified customers, we offer our Freedom Expanded program that allows customers to finance their devices and take advantage of cheaper rate plans.

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 do I make an equipment protection claim or inquire about an existing claim?

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

Q: How much is equipment protection?

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Each phone must be individually enrolled in equipment protection. Each phone will be billed up to $9.99 depending on protection plan choosen. Each phone will be billed to your account monthly.

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: What is covered under equipment protection?

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Equipment protection protects against accidental physical damage, theft, lost and mechanical or electrical failure once the manufacturer’s warranty expires. A copy of the coverage documents, with complete details regarding benefits, exclusions, and deductible, will be mailed to you when you enroll in this program. ** Certain types of wireless phones may not be insurable under Assurant Solutions

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: 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: Is mobile banking safe?

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Discuss approved applications with your bank before entering any private information. Using your bank’s app will help protect your financial data, and most apps will automatically log you out after a certain amount of time. Be selective of where you conduct your mobile banking. Logging onto a banking website over public Wi-Fi is a security risk. Below are some tips for Mobile Banking users: • Set your phone to require a password to power on the handset or wake it from sleep mode. • Whether you’re using the mobile Web or a mobile app, don’t allow your phone to automatically log you in to your bank account. This will prevent free access to your money if your phone is lost or stolen. • Avoid sharing your password, account number, PIN, answers to secret questions or other such information. Don’t save this information anywhere on your handset. • Immediately tell your bank or mobile carrier if you lose your phone. Although your information is not stored on your mobile device, we recommend you perform a factory reset before recycling or disposing.

Q: What do I do if my device is lost or stolen?

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Contact your wireless carrier immediately. Apple and Android have options to wipe information from the devices. iPhone users can click here to find multiple options. Phones can be locked, tracked and erased if needed. Android users can go to Click here to track and lock their phones, as well as have their phones ring.

Q: As a parent, what type of controls do I have on my children’s phones?

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Bluegrass Cellular offers a Parental Control App that allows you to limit received texts, analyze all text messages, set up contact rules and utilize a GPS Locator. The app also provides Activity Reports on all of a family’s phones. Click here for parental controls.

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: Can I add devices or modify my plan online?

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

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: 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: Can I monitor my child's text messages?

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The Text Messaging Controls solution provides you with a suite of value-added services for SMS and MMS messaging. Text Messaging Controls also provides subscribers with messaging personalization features and filtering controls. The Text Messaging Controls solution contains a Personalization Suite and a Control Suite, each with distinct features. Personalization Suite: allows for adding a personal signature to every message, setting up an “out of office” message, creating group distribution lists, receiving a carbon copy email of text messages sent or received, receiving emails of incoming text messages, and keeping text and multimedia messages stored online for future use. Control Suite: allows you to set up a Blocklist and Allowlist that blocks or accepts messages from mobile numbers, e-mail address and domain addresses, apply time-of-day restrictions and restrict international text messaging by blocking specific country codes. Click here for text controls.

Q: What is AppleCare?

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Most Apple hardware comes with a one-year limited warranty and up to 90 days of complimentary telephone technical support. To extend your coverage further, purchase the AppleCare Protection Plan or AppleCare+. To learn more, please click here.