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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: What are the benefits of working at Bluegrass?

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    Working at Bluegrass Cellular pushes you to do your best, work hard and contribute to our team. It also gives you an opportunity to learn, grow and be an integral part of our company’s success. You will have the opportunity to become involved with your community and work closely with caring, compassionate individuals. You will see why Bluegrass Cellular was named a Best Place to Work in Kentucky in 2014, 2015 and 2016. In addition, you will work in an environment which will encourage you to use your skills and knowledge to flourish while you work alongside others who are providing our customers with the best possible customer service around. We offer excellent benefits that include health/dental/ vision, 401K, discounted wireless products/services, and more! Bluegrass Cellular is an Equal Opportunity Employer.

    Q: Do you offer internships?

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    Currently, we do not offer internship opportunities; however, we do offer a limited number of high school co-op positions for students who meet our qualifications. Contact support_services@bluegrasscellular.com to learn more.

    Q: Do you have any open positions?

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    We are looking for customer-focused, innovative and driven professionals to join our team. Current positions available can be found at the following link: http://bluegrasscellular.com/about/careers/

    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: 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: What type of hearing aid compatible devices does Bluegrass offer?

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    Bluegrass Cellular offers a variety of HAC phone models to meet the needs of wireless users with hearing disabilities. More information is available our support page http://bluegrasscellular.com/support/hac

    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 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 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 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: 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: 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: 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.

    Q: What are usage notifications?

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    Usage notifications allows customers to receive notifications when they reach certain voice, text and data thresholds. Alerts will be delivered via text message and/or email to help customers avoid unexpected overage charges. To opt-out call 1-800-928-CELL or *611 from your Bluegrass Cellular device.

    Q: What new news is there with voicemail?

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    In order to provide our customers with latest in voicemail technology, we are upgrading our voicemail platform. This means that there will be a few minor changes to your voicemail box, but we will be transferring all of your personalizations to your new voicemail box (greetings, voicemails and settings).

    Q: What will change about my voicemail box?

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    Your greetings, messages, passwords, and personal settings will remain the same. A few of the menu options have changed, feel free to review the new menu options HERE.

    Q: When will this voicemail change happen?

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    Normal voicemail and iPhone and Android Visual Voicemail users voicemail boxes will be migrated at a later date, stay tuned!

    Q: What if I need assistance with my voicemail?

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    If you need assistance with your voicemail box, please do not hesitate to let us help. You can call us at 1-800-928-CELL (2355) or by dialing *611 from your Bluegrass Cellular phone. You can also contact us via Chat by Clicking Here, or Email us Here.