Frequently Asked Questions

Equipment Information
Voicemail
Service & Features
About STi Mobile
Switch to STi Mobile (Number Portability)

Equipment Information

1. How can I access user tips and the user guide for my STi mobile phone?
2. What do I do if I lose my STi Mobile phone?
3. Is my phone under warranty?
4. Does STi Mobile have an Exchange Policy?

1) How Can I Access User Tips and the User Guide for My STi Mobile Phone?

LG 5225:

Download LG5225 User Tips
Download LG 5225 User Guide
Download Voicemail Guide

LG 225:

Download LG 225 User Guide
Download Voicemail Guide

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2) What do I do if I lose my STi Mobile phone?

If you lose your phone, please notify STi Mobile Customer Service at 1-800-784-3277.

Important notes to remember if you lose your STi Mobile phone:

a. In order to maintain your number you will need to purchase and activate a new STi Mobile phone before your balance reaches $0.00 for more than 14 consecutive days. If you have a $0.00 balance for more than 14 consecutieve days your account will be deactivated.

b. If you purchase another STi Mobile phone, you must pay a $4.95 non-refundable activation fee.

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3) Is my phone under warranty?

The manufacturer of your phone offers a one-year limited warranty from the date of purchase. To find out more about the manufacturer's warranty, please visit the manufacturer's web site. (Note: Warranties are exclusive to the manufacturer. STi Mobile has no liability in connection with the manufacturers' acts and/or omissions).

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4) Does STi Mobile have an Exchange Policy?

If your handset is defective you may exchange it within 14 days of purchase. To exchange a defective handset please call STi Mobile at 1-800-784-3277.

Exchange Policy. Defective handsets may be exchanged within 14 days of purchase in the case of a manufacturers defect. This policy does not apply to breakage caused by customer negligence or water damage. Note the exchange policy, including the number of days for exchange, may be changed without notice and the policy may not apply to certain products.

To exchange a defective handset, please call STi Mobile at 1-800-499-4STI (4784) to obtain a Return Authorization and shipping instructions. You must return the product at your expense, complete with all accessories that came with the product, in the original box with all materials and package inserts within 14 days of your purchasing the handset. A copy of your receipt must accompany the return. Upon STi Mobiles' receipt of the returned product, STi Mobile will ship you the replacement handset.

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Voicemail

1. How do I set up my voicemail?
2. What if I forget my passcode?
3. How can I change my passcode?
4. Can I change the number of rings before a call rolls to voicemail?
5. How do I retrieve messages from my STi Mobile phone?
6. What are the features of my voicemail?
7. Can I retrieve voicemail messages from any touch-tone phone?
8. Where can I download a copy of the Voicemail Quick Reference Guide?
9. Why do my incoming calls go directly to voicemail?

1) How do I set up my voicemail?

Using your STi Mobile phone, follow these steps (airtime charges will apply):

a. Press and hold the envelope key on your STi Mobile phone until the display reads "Calling Voicemail".

b. Create your own personal passcode of 4-10 digits.

c. Record your name (you have 10 seconds to record your name).

d. Record a personal greeting or select the standard greeting (you have 30 seconds to record a personal greeting).

e. Turn One-Touch Access on or off. When turned on, you don't have to enter your passcode when calling voicemail from your STi Mobile phone while in the STi Mobile Coverage Area.

Note: You must complete all of the above steps during a single call, or you will need to repeat all the steps the next time you call in to STi Voicemail. Steps vary depending upon handset model. Please refer to your handset user guide for instructions on accessing voicemail and setting up One-Touch Access.

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2) What if I forget my passcode?

If you are trying to access your voicemail from any phone other than your STi Mobile phone and have forgotten your passcode, you have two options:

a. If One-Touch Access is on, you can use your STi Mobile phone to reset the passcode. Press and hold the envelope key, press 3 for personal options, and then press 2 for administrative options. Press 4 to change the passcode.

b. If One-Touch Access is off, you will need to contact STi Mobile's Customer Service at 800-784-3277 to reset your voicemail. Note: All messages will be lost and you will need to set up your voicemail again.

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3) How can I change my passcode?

From your STi mobile phone press and hold the envelope key to call the voicemail. After the voice promt sounds Press 3 for personal options, press 2 for administrative options, and then press 4 to change passcode. You will be asked to enter a 4-10 digit passcode. After you enter the passcode, the voicemail system will repeat it and ask you to verify.

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4) Can I change the number of rings before voicemail answers a call?

The ring cycle (time elapsed until voicemail answers a call) is 23 seconds. The ring cycle cannot be changed.

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5) How do I retrieve messages from my STi Mobile phone?

If you are in the STi Mobile Coverage Area, follow these steps:

a. Press and hold the envelope key on your STi Mobile phone until the phone indicates "Calling Voicemail."

b. Enter your passcode. (If One-Touch Access is turned on, you can skip this step.)

c. Listen to your messages, then save or erase them.

If you are out of your STi Mobile Coverage Area, follow these steps:

a. Dial your STi Mobile number from a phone other than your STi Mobile phone.

b. If you hear your voicemail greeting, press * (star key).

c. Enter your passcode.

d. Listen to your messages, then save or erase them.

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6) What are the features of my voicemail?

STi Voicemail has many features:

Mailbox Capacity: When you access your voicemail, the system tells you how many new and saved messages you have. Your voicemail box can hold a total of 30 messages. New messages are retained for 20 days. If you do not save a new message within 20 days, it is deleted automatically. Saved messages are retained for 30 days. If you do not delete a saved message within 30 days, it is deleted automatically. If your mailbox is full, you will hear a "mailbox full" message when you access your voicemail. Callers trying to leave a voicemail will receive the same message and be unable to leave a voicemail until you erase some messages.

Numeric Paging: Callers who reach your STi Voicemail can send you a numeric page instead of a voice message. The numeric page shows as a text message on your STi Mobile phone.

Urgent Messages: When leaving a message on your STi Voicemail, a caller can press #1 after recording the message to mark it urgent. Urgent messages show up first in your STi Voicemail box.

Getting a Fast Busy Signal: If you get a fast busy signal when trying to access your voicemail, it simply means that all voicemail channels in your area are busy and that you need to try again later. Likewise, if a caller tries to leave you a voicemail message and gets a fast busy signal, they will be unable to leave you a message and will have to try the call later.

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7) Can I retrieve voicemail messages from any touch-tone phone?

Yes, in order to retrieve messages from a touch-tone phone other than your STi Mobile phone:

a. Dial your STi Mobile phone Number and wait for the call to roll to voicemail.

b. Once your voicemail greeting begins, press * (star key).

c. Enter your passcode.

d. Listen to your messages, then save or erase them.

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8) Where can I download a copy of the Voicemail Quick Reference Guide?

Use the convenient Quick Reference Guide to help you get the most out of STi Voicemail.

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9) Why do my incoming calls go directly to voicemail?

A call may go directly to voicemail if:

a. If you are on a call on you STi Mobile phone, an incoming call may go directly to voicemail.

b. If your STi Mobile phone is turned off.

c. You have traveled outside of the STi Mobile Coverage Area.

d. A radio signal has been interrupted by a tunnel, building, or other environmental factor.

e. You are calling during a high usage time period and the tower is not able to complete additional calls.

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Service & Features

1. Why might I experience dropped calls?
2. How do I use Caller ID?
3. How do I activate my STi Mobile phone?
4. Is there a contract?
5. Is there a credit check?
6. Is there a deposit?
7. Is there a monthly bill?
8. Is there an age limit?
9. Is there an activation fee?
10. Will I be charged when I replace my STi Mobile handset but keep my STi Mobile number?
11. Will I be charged when I replace my STi Mobile number but keep my STi Mobile handset?

1) Why might I experience dropped calls?

A dropped call may occur in the following situations:

a. When a signal is interrupted by an obstruction, such as a building or tunnel.

b. When a signal is transferred from one tower to another.

c. When you are trying to make a call during high usage time.

d. When you are outside the STi Mobile Coverage Area.

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2) How do I use Caller ID?

Caller ID lets you know who's calling by displaying the number of the person calling when your phone rings. If the caller's name and number are already stored in your Internal Phone Book, the corresponding name appears with the number. Caller ID includes a Phone Book interface to your STi Mobile phone and a recent call history log.

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3) How do I activate my STi Mobile phone?

Just call STi Mobile at 1-800-784-6099 from your regular phone line. You will be walked through the steps of activating and programming your new STi Mobile phone. An Activation Specialist will provide you with a set of codes to be entered on your STi Mobile key pad.

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4) Is there a contract?

With STi Mobile, there are NO contracts.

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5) Is there a credit check?

With STi Mobile, there are NO credit checks.

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6) Is there a deposit?

With STi Mobile, there are NO deposits.

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7) Is there a monthly bill?

With STi Mobile, there are NO monthly bills.

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8) Is there an age limit?

With STi Mobile, there is NO age limit.

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9) Is there an activation fee?

Yes, there is a one-time $4.95 activation fee for each activation.

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10) Will I be charged when I replace my STi Mobile handset but keep my STi Mobile number?

Yes, a $4.95 fee applies.

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11) Will I be charged when I replace my STi Mobile number but keep my STi Mobile handset?

Yes, a $4.95 fee applies.

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About STi Mobile

1. What is so special about STi Mobile?
2. Why go prepaid?
3. How can STi Mobile meet my wireless needs?
4. What is the coverage area for STi Mobile?

1) What is so special about STi Mobile?

STi Mobile is a pay-as-you-go prepaid wireless phone service. With STi Mobile, there are NO contracts, NO credit checks, NO monthly bills and NO deposits!

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2) Why go prepaid?

a. You want a wireless phone but would like to budget your usage.

b. You want a phone for safety without the monthly bill or long-term contract.

c. You don't like the hassle of a credit check.

d. You want a phone for your children, but want to control their usage.

3) How can STi Mobile meet my wireless needs?

STi Mobile offers nationwide coverage, low per-minute rates for nationwide and international dialing. STi Mobile is a simple and convenient wireless service.

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4) What is the coverage area for STi Mobile?

Under STi Mobile's arrangement with Sprint, STi Mobile customers have access to service anywhere on the Nationwide Sprint PCSо Network, reaching more than 250 million people. View your local coverage area.

Nationwide Sprint PCSо Network Disclaimer
Although Sprint provides STi Mobile subscribers access to its wireless network and to its wireless services, STi Mobile is responsible to the STi Mobile subscribers for the service. Please contact STi Mobile with any questions or comments about services. Sprint is a trademark of Sprint Nextel.

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Switch to STi Mobile (Number Portability)

1. What is local number portability?
2. How do I know if my current number is eligible to be ported?
3. Should I cancel my existing service before porting?
4. Will STi Mobile charge me any fees for porting my number?
5. Will I need a new phone?
6. How long will it take to port my number?
7. Why should I choose Local Number Portability (LNP) with STi Mobile?
8. Can I switch a telephone number from a disconnected or suspended line?
9. If the transfer takes more than one day, will I still be responsible for paying my current provider for services?
10. Could I port my landline number to my wireless phone number?
11. Is wireless porting available everywhere in the United States?
12. If I have an active contract with my carrier can I still port my number?
13. Could my business port landline numbers to our wireless phones?

1) What is local number portability?

Local number portability, or LNP is the ability to transfer your wireless phone number from one carrier to another. It means that you no longer have to get a NEW number when you change carriers. If you stay within the same geographic area you get to keep the same number.

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2) How do I know if my current number is eligible to be ported?

All phone numbers are assigned to a local geographic area.

a. Check your number's eligibility by calling us at 1-800-784-6099.

b. The local geographic area with which your number is associated must be an area where STi Mobile currently provides service.

c. Initially, numbers that are assigned to local geographic areas outside the 100 largest markets may not be eligible to be ported.

3) Should I cancel my existing service before porting?

No. You should not cancel your existing account. If you cancel your service prior to the completion of your number porting, it may prevent you from keeping your number. Please note: You may be responsible to your old service provider for any contractual requirements and applicable charges, including an early termination fee, on your old account. Once the number has been approved for transfer, the old number and account will automatically be deactivated.

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4) Will STi Mobile charge me any fees for porting my number?

No, STi Mobile does not charge fees for porting numbers to our service, and we do not charge fees to customers who port their numbers to other service providers. However, we do charge a one-time $4.95 activation fee for all new customers. Other service providers may impose fees for porting to or from their services.

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5) Will I need a new phone?

In order to switch to STi Mobile you will need an STi Mobile phone. View all STi Mobile phones.

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6) How long will it take to port my number?

Porting from wireless to wireless should take no more than three to twenty-four hours, but could take longer. Porting a landline to wireless could take up to 4 days, but may take longer. Actual processing time will vary depending on the complexity of your order and your old service provider. As a result, it can affect your ability to receive calls and the phone or features you've come to rely on may not always work during the porting process.

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7) Why should I choose Local Number Portability (LNP) with STi Mobile?

Number portability allows you to switch your established home, business or wireless phone number to STi Mobile where you will get the most of your wireless service. STi Mobile offers nationwide and international long distance rates and nationwide coverage.

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8) Can I switch a telephone number from a disconnected or suspended line?

No. The number you are porting to STi Mobile must be from an active service. Only active, non-disconnected numbers can be transferred.

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9) If the transfer takes more than one day, will I still be responsible for paying my current provider for services?

Yes. You will be responsible for paying all applicable fees to your current wireless service provider until your number is ported. If your contract with your current wireless service provider has not expired you may be subject to early termination fees. Generally, porting will only take a few hours.

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10) Can I port my landline number to my wireless phone?

Yes! Since November 24th, 2003 consumers in the nation's 100 largest markets began to port landline numbers to wireless carriers. This process may take longer than porting numbers between wireless carriers, but we intend to work with landline carriers to make it as smooth as possible for consumers.

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11) Is wireless porting available everywhere in the United States?

LNP was available in the 100 largest metropolitan areas, based on population, on November 24, 2003. Six months later, most of the rest of the country was expected to follow.

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12) If I have an active contract with my carrier can I still port my number?

Yes, you can still port your number, however, you are required to pay whatever fees are outstanding to your old carrier.

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13) Could my business port landline numbers to our wireless phones?

Yes! Since November 24th, 2003 consumers in the nation's 100 largest markets began to port landlines numbers to wireless carriers. This process may take longer than porting numbers between wireless carriers, but we intend to work with landline carriers to make it as smooth as possible for consumers.

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