I got my phone wet, what should I do?
If your phone got wet, remove the battery and let it dry out for a few days; sometimes this works. In the event that this does not work you may have to replace your phone. Unfortunately, phones that are damaged by liquid are not covered by the manufacturer’s warranty. Please have a look at our phone selection on our website or come and visit us in one of our four store locations.
I hear static on my phone, what should I do?
If you're hearing static, first check the battery life on your phone to see if it needs to be charged; there may be enough power to attempt a call, but not enough power to locate the signal. Next check your bars of signal strength and ensure your antenna is fully extended; you could be in a poor reception area or have an interference such as weather conditions, building structures or other electronic devices. If you are consistently receiving static and are unable to identify the problem please visit our Service Centre on Burnaby Street in Hamilton.
I am hearing a fast busy signal when I make a call, what is happening?
If you are getting a fast busy signal, there are several things that may be causing the problem.
- Try to power cycle your phone by removing the battery while the phone is on, leaving it off for about 3 seconds. Put the battery back on, turn the phone on, and attempt to make your call again.
If the above does not resolve the issue please call us from a land line phone at (441) 700-7600.
Why is my roaming indicator on but I am not roaming?
If you're not in a CellOne service area, or your signal is being picked up by another cell cite, a roaming indicator may show on your phone's display. If you know that you are in a CellOne area, the next step is to ensure that your phone is set to the correct System Select (preferred system).
To check your system select go into your phone's settings and find the section where you can change the preferred system. Within the System Select scroll through and you will see system select “A”, “B”, or “Home Only”. Change this setting to ensure your phone is set to system select “A”. Please note that selecting the "Home" or "Home Only" will disable your ability to roam and your phone will only work in Bermuda.
If you still need assistance, please call us at (441) 700-7600.
Why does my phone not power on?
There are several reasons as to why you may not be able to power on your phone. In many cases, it is the result of the battery either not holding a charge, or your charger may not be connecting properly to the battery. Try charging your phone; if it will not charge and still will not power on, please visit our Service Center in Hamilton to have your phone checked out.
Why does my phone keep beeping?
If your phone is beeping, try charging the battery. Beeps normally indicate that your battery is getting weak. You may also have text or voicemail messages you have not checked yet. Or you may need to check your phone for service alerts. Several phones have alerts which will beep each minute you are on a call. To check your alerts go into the sound settings of your phone, look for service alerts and ensure they are turned off.
If this issue continues, please call us on 611 from your cell phone or from a landline phone at (441) 700-7600.
Why does my phone keep shutting off?
When your phone unexpectedly shuts off, it normally indicates that your battery is discharged. Check the battery life on your phone; if it is low, charge your phone. If your battery is not low please call us on 611 from you cell phone or at (441) 700-7600 from a landline phone or visit our Service Centre in Hamilton to identify the problem.
What does "No Service" mean on the phone screen?
The NO SVC or NS (No Service) light will always appear on your display when you first power on your phone. It generally takes a few seconds for your phone to recognize the available signal. If the NO SVC or NS light stays on continually when you are in one location, you may be in an area where it is difficult to pick up a signal (for example, a deep valley or the basement of a large building).
Please try and move outdoors where conditions for reception would be better; you can turn your phone off and then back on again. If this fails to give you a signal you can try to power cycle your phone by removing the battery while the phone is on, leaving it off for about 3 seconds. Put the battery back on, turn the phone on, and attempt to make your call again.
Why can I make calls but not receive calls?
If you are having problems receiving calls but you can make calls, there are four things to look for:
1. Ensure your phone is powered on
2. Check that the NO SVC indicator is not on; if it’s on you are not getting a signal
3. Check your signal strength to determine if you are in a low signal area and receiving a signal
4. Check that your calls are not forwarded to another number.
Use these instructions to ensure any forwarding features are
turned off;
Press *710; press send; listen to the confirmation tone (three beeps) and the press the End key on your cell phone; this will ensure Call Forwarding is off.
If this issue continues please call us on 611 from your cell phone or at (441) 700-7600 from a landline phone.
I get a recorded message every time I make a call, why?
If you're getting a recording every time you try to place a call, please make a note of exactly what the recording says. Then call us at (441) 700-7600 from a land line phone. We'll decipher the message for you and get you back on track.
Why can I not make or receive calls?
If you are unable to make or receive calls, do the following:
1. Check your signal strength to ensure you are receiving a good signal.
2. Check to ensure the “No Service” indicator is not displayed on your phone. If you are receiving a good signal and service try to power cycle your phone by removing the battery while the phone is on, leaving it off for about 3 seconds.
- Put the battery back on, turn the phone on, and attempt to make your call again.
If this does not resolve the issue please call us from a landline phone at (441) 700-7600.
Why are my calls being dropped in the middle of a conversation?
There are several reasons that may cause you to experience dropped calls, such as travelling in an area with poor reception or you may have an interference such as building structures, or other electronic devices. Or there may be an issue with your actual phone.
If the dropped calls continue please call us on 611 from your cell phone or at (441) 700-7600 so we can help identify the issue.
Why can't I make a call when I am inside a building?
Typically when a wireless phone is not fully operating while inside of a home or building, it is because of the interference with our cellular towers. You may not be receiving a full signal when trying to connect your calls because a wireless signal is limited when it tries to pass through brick, steel, or other material. You can usually make a call with a minimal amount of signal strength; however, receiving a call requires approximately full signal strength.
Why is there no service in my home area?
It is possible that you live in a low coverage area.
Please call at (441) 700-7600 from a land line phone so we can check things out and assist you with your service.
Why do I hear feedback or echo on my phone?
If you're getting feedback (an echo or "squelch") whenever you talk on your phone, try turning down the volume. In some cases, your microphone can hear your earpiece (this is especially true for hands-free car kits). Adjusting your volume to a lower setting should help.
Who do I contact if my device malfunctions while under warranty?
If your device malfunctions after 90 days, please call CellOne at (441) 700-6000 from a land line phone and we'll diagnose the issue with you right over the phone. If we cannot address the problem while you're on the line and the problem is caused by a manufacturing defect, we will replace your phone with a new one; should we be out of stock with your specific model we will offer you a comparable model for a warranty exchange.
If your 90 day warranty has expired, we may be able to fix your phone at a cost, please visit our Service Centre in Hamilton which can troubleshoot the issue further.