Frequently Asked Questions

Do you have month to month plans available or do I have to sign a contract?

We have month to month plans available. You would be required to pay the full price for the handset.

How long is the EXTRA Device Financing Agreement?

If approved for our EXTRA device financing agreement you agree to pay for your device over 24 monthly payments. If you cancel service or are disconnected for nonpayment the full remaining amount for your device will be due immediately. If you decide to pay off the balance of your device you can do so at any time.

What is your return policy?

We hope you enjoy your phone and accessories, however we will gladly return or exchange merchandise within 14 days of receipt in original packaging.

What other fees can I expect?

In addition to taxes there is a onetime $25 activation fee. We never charge this when updating or changing phones like other carriers. This will just be charged when you initially set up service.

I don’t live in a Smithville Fiber area. Can I have Cellular service?

Yes! We are able to provide Cellular service to anyone, even those outside of our traditional service areas.

How can I pay my bill?

We offer a range of payment options including in-store, online, via our Smarthub app, and automatic payments.

If I started a call before my nighttime minutes started that continued past 7:00 PM, would those minutes count towards my night and weekends or my anytime minutes?

The time when the call starts would determine whether it was considered nighttime or anytime. If a call started at 6:45 am that lasted until 7:15 am, the call would be considered a nighttime call. If the call started at 6:45 pm and lasted until 7:15 pm, it would be considered an anytime minutes call.

Do you have rollover minutes?

No. We do not have rollover minutes with our service but have a variety of plans so you can choose the one that most closely fits your calling habits.

Can I change my rate plan?

Yes. You can change the rate plan at any time with no additional charges. The change will be effective immediately. We advise you to contact our Member Services Team to review any pro-ration of minutes that occur when you change from one plan to another in the middle of a billing cycle. Pro-ration of minutes can result in overage charges.

What is SMS?

Short Message Service (SMS) is a text messaging service component of phone, web, or mobile communication systems. SMS text messaging is the most widely used data application in the world.

Why am I not receiving the full text message?

Text messages are limited to 160 alpha numeric characters.

Do you have unlimited texting packages?

Yes. Many of our individual and Family bundled plans include unlimited messaging (unlimited text (SMS) and multimedia messaging (MMS)).

Can I block text messaging on my phone?

Yes. You can place a block on all or individual MDNs for SMS, MMS or PSMS messaging capabilities.

What is PSMS?

Premium Short Message Service (PSMS) allows you to participate in third party Text Messaging programs that charge fees above standard Text Messaging rates. These programs use 3 to 6 digit numbers called short codes in place of phone numbers.

What is MMS?

Multimedia Messaging Service (MMS) is a standard way to send messages that include multimedia content to and from mobile phones. It extends the core SMS (Short Message Service) capability that allowed exchange of text messages only up to 160 characters in length.

What is the maximize size for picture messages?

350 KB. Depending on the size/quality of the photo, some of the photos will not be transmitted using MMS. In this case, it may be better to send via email.

What is considered peak time?

Peak time is from 6:00 AM - 6:59 PM.

If I am on a call from 6:55 PM to 7:10 PM, will it be rated as a peak or off peak call?

Calls are billed upon the origination time of the call.