TELCOCUBA CELL PHONE FREQUENTLY ASKED QUESTIONS:

Click in your question

  • SERVICE

     

    • Are there any extra charges, fees, or penalties?
    • No. There are no fees or charges other than the advertised price for the monthly service plans. There are no extra charges or fees related to the optional international add-on plans.
    • Are there any calls that are not INCLUDED in my plan?
    • Calling to destinations that are not covered by your plan is an option that you control. You have the option to pay any dollar amount you like if you want to for pay-per-minute to international destinations not covered by your plan. This is called out-of-plan calling. There are no extra fees or charges, you only pay the per minute price to our out-of-plan destination. To see the per minute rates by country click here
    • Is there a contract or early termination fee?
    • No. Telco Cuba service is pay-as-you-go. No contract, no specific amount of time that you must keep the service. Once you buy a 30 day plan it is not refundable, but you are free to discontinue purchasing service at any time without any extra fees or charges.
    • Can I use my existing phone number?
    • Yes. If your existing phone number is on a prepaid service, simply indicate to us your mobile phone number, your account number, and your PIN (if there is one) with your old provider. We can move your existing number to Telco Cuba service with this information. If your existing phone number is on a post-billed service, you will need to provide your account information from your old provider which may include your name, address, social security number, as well as account number and PIN.
    • How long does it take to move my existing phone number to Telco Cuba?
    • If you are able to provide the information accurately about your old account, the longest it should take for your Telco Cuba phone to become active with your existing number is a few hours. It could be as quick as ten minutes.
    • Can I use my existing phone number AND my existing phone?
    • Your existing number must be with Sprint or a reseller of Sprint, in order for there to be a chance that you can move both your existing number and existing phone to Telco Cuba. Check with your local sales location to confirm if your number and phone can both be moved.
    • What is required for a plan, and what is optional?
    • You must have one of the basic monthly plans in order to be a customer. A basic monthly plan gives you free text, free calls to the USA (48 states) and a certain amount of data. Not required, but also available are add-on international calling plans which add free international calling, as a monthly add-on, at a low monthly price. You do not have to purchase an international add on every month if you don't want to. Another type of option is out-of-plan calling: you can choose to pay any dollar amount that you want for pay per minute calling to destinations that are not included in any of the monthly international calling options.
    • What does "out-of-plan" calling mean?
    • Out-of-plan calling is what you are doing when you call to an international destination that is not included for free with your monthly plan or add on plans. Out-of-plan calling is allowed on your phone ONLY IF YOU CHOOSE for it to be allowed. To call to destinations that are not included for free, you can decide to place any amount of money in an out-of-plan calling balance. When you call to an out-of-plan destination, you will be charged per minute at a very low rate. There are no extra charges of any kind such as maintenance fees or call connect or disconnect fees. Your out-of-plan balance rolls over for as long as you are a Telco Cuba customer. To see the per minute rates by country click here
    • How long will my plan last?
    • Monthly plans and international add-on options last for 30 days. If you like to keep an out-of-plan calling balance available, this balance does not expire. It rolls over for as long as you keep a monthly plan in place.
    • Can I change my plan?
    • Your basic monthly plan can be changed only when your current plan expires. You can add to your out-of-plan calling balance at any time.
    • Is the service really UNLIMITED?
    • Your USA and international calls and data and texts are not limited as long as you have purchased the proper plan and your usage resembles personal use for regular conversational calling or normal data and text usage. For full terms and conditions click here
    • What extra features come with the phone service?
    • All basic monthly plans include call waiting, caller ID, and voicemail.

     

  • RECHARGING

    • When should I recharge my account?
    • You can recharge your account at ANY TIME, even before your current plan is expired, and the recharge credit will take affect and give you a new month of service on the day your current plan expires.
    • How long can I wait to recharge my account?
    • You must recharge your account within 16 days from the time your current plan expires, or your account will be permanently shut off, and your phone number will be lost.
    • Can I pay for more than one month at a time?
    • Yes, you can pay for as many months of service as you like, all at one time. The plans will wait in line and come into effect, one after another, as each month expires. Prepayments for service are non- refundable.
    • How do I recharge my account?
    • You can visit a retail location to recharge, or you can recharge using your credit card right on your phone by tapping the recharge options on your screen, or you can recharge by visiting www.telcocuba.com .
    • Do I have to recharge the same plan every time?
    • No. every time you use one of the methods to recharge, you are able to choose whatever new plan and optional services you might like without any penalties.
  • PHONES

    • Does Telco Cuba provide phones?
    • Yes. Telco Cuba provides phones that will work with Telco Cuba, and these phones can be seen at www.Telcocuba.com.
    • What kind of phones can be used?
    • A wide variety of phones work with Telco Cuba service including Android phones made by any manufacturer, an example is Galaxy phones, and iPhones also work.
    • Can I use the phone that I already own?
    • If the phone you already own is a phone that works on the SPRINT network, you can use this phone with Telco Cuba service. Your sales representative can change your Sprint phone to a Telco Cuba phone quickly by simply will asking for your phone serial number at the time you buy the Telco Cuba service.
    • Can I upgrade my phone?
    • Yes you can upgrade your phone. Special upgrade offers can be seen at www.Telco Cuba.com.
  • CALLING TO USA

    • How do I call the USA?
    • Dial the area code and phone number for your destination. You do not need to dial a "1".
    • Can I call to Alaska, Hawaii or Puerto Rico?
    • Alaska, Hawaii and Puerto Rico are not included destinations for unlimited calling. You can reach these 3 destinations with your out-of-plan balance.
    • If I have trouble making calls, how can I get help?
    • You can reach customer service from your Telco Cuba phone by just dialing "0". Or, from any phone dial (+1) 844.835.2822 or (+1) 844 tel cuba.
  • CALLING INTERNATIONALLY

     

    • Is there any UNLIMITED international calling?
    • Yes. The basic monthly plans give you unlimited text, unlimited USA calling, and certain amounts of data. But you can add unlimited calling to certain countries landlines for just $5 additional per month. You can also add unlimited calling to Mexico land lines plus 1200 monthly minutes to Mexico cellular phones for just $10 additional per month for details click here
    • What if my preferred country is not included in the $5 or $10 add on plan?
    • To call to destinations that are not included for free, you can decide to place any amount of money in an out-of-plan calling balance. When you call to an out-of-plan destination, you will be charged per minute at a very low rate. There are no extra charges of any kind such as maintenance fees or call connect or disconnect fees. Your out-of-plan balance rolls over for as long as you are a Telco Cuba customer. To see the per minute rates by country click here
    • How do I make an international call?
    • Just dial "011" plus the country code and phone number directly from your Telco Cuba phone. If you are calling a North America Dial Plan country, like Dominican Republic or Jamaica, just dial "1" plus area code and phone number.
    • If I have trouble making calls, how can I get help?
    • You can reach customer service from your Telco Cuba phone by just dialing "0". Or, from any phone dial (+1) 844.835.2822 or (+1) 844 tel cuba
  • TEXT

     

    • Is international texting included?
    • In many cases you can send and receive texts from other countries. This depends on if the person that you are texting with uses a phone company that is in Agreement with our company to pass the texts. The list of International phone companies that are able to text with your phone is always changing and it is difficult to keep this list up to date. The best way to know who can receive texts from you internationally is to try to send texts. If you cannot text to certain destinations, free international text apps such as WHATSAPP will work on your Telco Cuba phone.
    • Why can't I receive or send pictures when I text ?
    • Certain phone models that are older than 2 years old might not recognize our network technology and therefore, these older phones might not be able to send and receive pictures when texting. There are options for upgrading your phone at www.Telco Cuba.com.
ANOTHER QUESTION:

I can't find my question in this FAQ list...

or Call at Customer Service: (+1) 844.835.2822 or

(+1) 844 tel cuba

Submitting Form...

The server encountered an error.

Form received.