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Help & FAQ

Click on the links below to get answers to our most Frequently Asked Questions. If you still need more help, please feel free to call us at (800)-300-0988.


Activate / BYOD (Bring Your Own Device)

What kinds of devices can I bring to Beyond Wireless? 

You can bring most used, inactive Sprint® devices to Beyond Wireless. There are some restrictions on devices released less than a year ago, however. 

Can I bring an unlocked device to Beyond Wireless? 

A device must be able to access the nationwide Sprint® network in order to work with Beyond Wireless. Unlocked (SIM Free) devices can be purchased from various big-box stores or directly from Apple and brought to Beyond Wireless.  It would be a good idea to check with Customer Service prior to purchasing one of these devices to confirm it is compatible with Beyond Wireless. 

How do I add a line to my account if I am already a Beyond Wireless Customer? 

You will simply go to the Activation/BYOD tab on our website.  Once there, you will validate the ESN and ICCID (SIM) of the phone you would like to add to your account.  Then you have to decide if you want to generate a new number or bring an existing number (port a number).  On the screen where you enter your customer information at the bottom, you will need to enter your Customer ID, which you can find on your monthly statement (top right), or by logging into your account on the Beyond Wireless Billcenter.  Your Customer ID will be at the top left of the screen next to your name.

How do I activate my device on Beyond Wireless? 

If you purchased a new device through Beyond Wireless, you should have received activation instructions in an email.  In any case, whether you purchased a new device or are bringing your own device (BYOD), you will need to go to the Activation tab on our website and enter the information as you are prompted.  This will include an ESN/MEID and an ICCID (SIM).  If you are also bringing a number with you from another carrier, you will need to provide some porting information (see below).

How long does the Activation / BYOD process take? 

If you're activating a new number on Beyond Wireless, the process is nearly instantaneous.

Bringing an existing mobile number to Beyond Wireless (porting) can take 2-3 hours or more. All ports have to go through the National Porting Center, whose hours are   9:00am – 4:00pm Monday through Friday.  Any port submitted near the close of the porting center, or outside their hours of operation could take significantly longer.  The good news is that your number should continue to be active on your current service until the port completes.

The National Porting Center is very finicky about the information required to complete a port.  When submitting a phone number for porting to Beyond Wireless, you will need the following information:

  • Phone number to be ported
  • Account holder’s name
  • Account holder’s address where your bill is sent from your current carrier
  • Account number for current carrier
  • Password or PIN for your account on your current carrier

PLEASE MAKE SURE ALL THIS INFORMATION IS CORRECT PRIOR TO SUBMITTING THE PORT ON OUR WEBSITE.  IF ANY OF THE INFORMATION IS INCORRECT, IT WILL DELAY THE PORT.

What is an ESN/MEID and how do I find it on my device? 

An ESN is an Electronic Serial Number and an MEID is a Mobile Equipment Identifier.  Both are used to uniquely identify a mobile device.  

With most devices, the ESN/MEID is on the back of the handset, underneath the battery. The ESN/MEID is normally an 18-digit number labelled DEC and starting with 256, 268, or 270. On some older phones and data devices, the ESN/MEID is an 11-digit number, often beginning with 096.

If your device does not have a removable battery, or if your ESN/MEID is not located behind your battery, you can find it through your device's settings (most likely in the "About Phone" menu).

I received an error that my device is not supported by Beyond Wireless. What now? 

If your device is not compatible, it can't be activated on Beyond Wireless.

If your device is compatible but you're having trouble, please contact us at help@BeyondWireless.org or call Customer Service at (800) 300-0988 FREE and we'll be happy to help.

I received an error that my device has been flagged as lost or stolen. What now? 

If you are the original device owner and you believe the device has been flagged in error, you should contact your current carrier to see if the flag can be removed. If this is a device you purchased through a third party, you should contact the seller immediately to attempt to return it and get your money back.

My device has gone through the BYOD process but is still not working. What now? 

Before calling Customer Service, you should try resetting you device by following the steps below:

  1. Open the dialer to display your phone keypad
  2. Type ##UPDATE# (##873283#)
  3. Press send

These steps should reset your phone and reestablish connection with the nearest Sprint cell tower.

If you have tried the above steps but are still experiencing errors or are unable to use certain functions on your device, please contact us at help@BeyondWireless.org or call Customer Service at (800) 300-0988 FREE and we'll be happy to help.

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Charities

Commitment to do More

At Beyond Wireless, we are a bit unusual. We are committed to helping make YOUR world a better place by giving 5% of your monthly plan price to a charity or community organization of YOUR choosing.

Sure, there are many worthy, large, national charitable organizations that people may wish to contribute to, and if you’d like, we will be happy to direct our donation to these at your discretion. However, many of our customers are passionate about local organizations that are a big part of their lives. This could be their church, a private school, local veteran’s organization, school district, alumni association, or any number of other organizations that would benefit from an additional source of revenue.

How it Works

It’s really all up to you. YOU choose the charity and we will donate 5% of your plan price to that organization every month, with NO annual caps on the giving.

Simply input the information about your charitable organization on the Activation/BYOD page near the end of the ordering process. Once we’ve received your first month’s payment we’ll start your donation to your charities.

Charitable Donations

Am I able to choose any charity to which I can direct my donations? 

Yes!  You may choose a charity or community group (church, school, veterans group, rotary, senior centers, etc.) that you are passionate about supporting.  Beyond Wireless will confirm the organization in 1-2 business days.

Is there an annual cap on donations to my organization of choice? 

No!  Beyond Wireless will donate 5% of your plan price to the organization of your choice with NO annual caps.  The entire 5% goes directly to that organization.

How often does the charity receive my donations? 

Beyond Wireless will send a monthly check to the charity you have chosen.  This will include donations from you and all other Beyond Wireless subscribers who have chosen to support the same charity.

Can I claim the tax deduction for donations made to my charity on my behalf? 

No.  Because Beyond Wireless is making the actual donation to your charity on your behalf, you are not eligible to claim these as a deduction on your personal tax returns.

Will the charity be informed of donations made on my behalf? 

No.  Beyond Wireless will not share any of your personal information with the charity you have chosen.  If, however, you choose to notify your designated charity that you have chosen them to receive a donation on your behalf, that is entirely up to you.

Can multiple lines under the same account designate different charities? 

No.  Only one charity can be selected per account.  If you would like to change your selection of charitable organization, you may do so twice per calendar year.

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Coverage

What can I expect in terms of signal strength and coverage from Beyond Wireless? 

Beyond Wireless network services are provided on the nationwide Sprint® network. Beyond Wireless customers have access to voice and data services that cover more than 280 million people.

Coverage in your area will be verified by using your zip code during the purchase process.  If service is not adequate in your area, you will not be able to subscribe to Beyond Wireless service.  

You may also check additional coverage details (voice and data) at the following websites:   coverage.sprint.com, Sensorly, RootMetrics, and Open Signal

Disclaimer

Beyond Wireless provides service on the Nationwide Sprint 4G LTE network, reaching more than 250 million people.

*Sprint® is the network provider only; your service is handled exclusively by Beyond Wireless. Sprint is a trademark of Sprint®.

Although coverage locators provide high-level estimates of our wireless coverage, coverage is not available everywhere and varies based on a number of factors. Coverage locators do not guarantee service availability.

I'm in an area with no coverage. Can I sign up for Beyond Wireless? 

Unfortunately, there are some areas in the United States where we're unable to provide service. If your address falls outside of our coverage area, you will not be able to sign up for Beyond Wireless.

Does Beyond Wireless charge domestic roaming fees? 

Yes. If you are outside of a coverage area, the rates shown in Roaming charges will apply.

What about international coverage? 

International calling is initially disabled on all phone plans.  You may contact Customer Service to have international calling enabled.  If you use your phone to call another country from the U.S., the per minute rates shown in International calls will apply.

Does my device type affect my coverage? 

Yes. Certain phones and devices will have a stronger antenna than others, which will definitely play a role in the signal strength you receive. 

Data speeds on the nationwide Sprint® network vary by coverage area and range from (slowest to fastest) 3G, 4G LTE and LTE Plus.  Not all phones can take advantage of the faster data speeds.  

We recommend researching our portfolio of devices to determine which one will best fit your needs.

What is the difference in data speeds for 3G, 4G LTE and LTE Plus? 

Data Connection

3G

4G LTE

LTE Plus

Upload

350-500 Kbps

2-3 Mbps

5-15 Mbps

Download

600 Kbps-1.4 Mbps

6-8 Mbps

30-50 Mbps

Peak

3.1 Mbps

25 Mbps

50 Mbps


Will my data speeds vary? 

Yes.  It will depend on the coverage area you are in when you using data and if your phone is compatible with the higher data speeds.

Data speed will also depend on the plan you are on.  For example, if your plan specifies you will have Unlimited data, with the first 500MB being high-speed data, your data will stream at the highest speed that your phone can accommodate in your present coverage area.  Once you exceed the 500MB limit for high-speed data, you will still have data access, but your data speed will be slower.

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Devices

Does Beyond Wireless offer financing options for phones? 

At present, Beyond Wireless does not offer phone financing options.  You have several options to obtain a device for our service:

  • Bring your own Sprint-compatible device (BYOD)
  • Purchase a used phone on our website through our partnership with Glyde
  • Purchase a new phone on our website
  • Purchase an unlocked (SIM Free) device through a big-box store (e.g., Best Buy, Costco, etc.) or the Apple store

We have found that many of our customers actually prefer to self-finance their device by using their own credit cards.  This allows them to take advantage of various credit card rewards programs and they can customize how quickly to pay off their device.  

You may even be able to pay off your new device quicker with the money you save on your new Beyond Wireless phone plan!

Can I return my device if I don't like it?

All new device sales are final, so please make sure you research your device thoroughly prior to making a purchase.  If you purchase a used device through Glyde, their return policy will apply.

What type of warranty is offered on my device?

New device warranties will vary based on the manufacturer and the model of the device.  Please refer to the device specifications on our website or call Customer Service at (800) 300-0988 FREE to confirm warranty coverage. 

How does the warranty process work if my device is defective?

If you believe your device is defective, please contact Customer Service at 
(800) 300-0988 FREE and they will help you identify exactly what the issue is.  Once identified, Customer Service will provide instructions on where the manufacturer would have you send the device for warranty work.  

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International Calling

Beyond Wireless is happy to provide international calling for customers who require it. The type of international coverage you need depends on what country you will be calling. All phone plans initially have the international calling feature turned off.

Simply give us a call and we will be happy to turn on international calling for your plan.
If you are calling from the U.S. to another country, you can view the International Rates here.

Phone plans can be confusing. If you have any questions, or need help choosing the best plan for your needs, we are here to help. Please call our Customer Service line at: 800-300-0988 FREE.

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International Calling Rates

View International Calling Rates (PDF)

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Plans and Billing

How does Beyond Wireless billing work? 

Beyond Wireless offers only no-contract phone plans.

If you are a subscriber, you will be billed monthly for your service the previous month.  Bills are sent on the 1st of every month by either email, USPS mail or both (your choice), and are due by the 15th. 

If you don’t pay your bill by the 15th, your phone service will be temporarily suspended until we receive payment. 

You may pay the bill once you receive it or you may also choose to have your bill automatically charged to your credit card each month by setting up Autopay in the Beyond Wireless Billcenter.

If my phone service is suspended and I pay my bill, how long will it take to restore my service?

Whether you pay your bill in the Beyond Wireless Billcenter, or call in and pay through Customer Service, it may take up to 30 minutes to restore your phone service.

If I am enrolled in Autopay, when will my credit card be charged?

If you are enrolled in Autopay, your credit card will be charged on the due date of your statement, which is the 15th of each month.

How much will I need to pay when I sign up for service?

At sign up you will owe the following:

  • One-time activation fee of $35
  • Phone price if you are purchasing a new phone from us
  • Pro-rated plan price for the remainder of the month in which your service begins
  • Other fees including taxes, regulatory fees, or government mandated surcharges for the pro-rated plan price.

Are there any fees in addition to the plan price? 

Yes. There will be a one-time activation fee of $35. 

Other fees including taxes, regulatory fees, or government mandated surcharges will be clearly displayed on your bill.  These charges vary by state.

International calls, roaming both inside and outside of the US and calls to directory assistance ($1/call) are also charged separately.  See International Calling Rates and Roaming Rates for more information.

If your account is 5 days delinquent, a late fee will be added to your bill.

What methods of payment do you accept? 

We accept checks, Visa, Mastercard, American Express and Discover.  Credit cards must be in the Beyond Wireless account holder’s name.

You can also choose to have your monthly payments automatically charged to your selected credit card on the 15th of each month.  This can be set up in the Beyond Wireless bill center, or you may call Customer Service at (800) 300-0988 FREE and we will be happy to help you set up autopay.

Is there a limit to the number of devices I can have under my account? 

No. You can have as many devices as you like under your account. 
Each active device (each line on an account) is billed at the price of the plan the subscriber has chosen, plus applicable taxes, fees and government regulatory surcharges. 

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Overage Fees

Could I be charged overage fees? 

It depends…If you subscribe to Plans A, B or C, you have Unlimited Talk, Text and Data, so there are no overage charges, although your data speed will be slowed down after you reach the high-speed data limit for your plan.

If you subscribe to the Basic Plan, however, you have a limited number of Talk minutes, Text messages and Data.  If you exceed these limits, you will be charged the following overage fees:

  • Talk -- $0.05/minute
  • Text -- $0.03/text
  • Data -- $0.03/MB

If you are consistently exceeding your limits on the Basic Plan, we would recommend moving to one of our Unlimited Talk/Text/Data Plans.

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Roaming Rates

Roaming Rates Within the U.S.

United States

Surcharge

Receiving calls

$0.15 / min

Calling within the U.S.

$0.15 / min

Calling another country (International calling surcharges also applies)

$0.15 / min

Receiving text messages

$0.05 / msg

Sending text messages

$0.05 / msg

Data usage

$0.30 / MB


 

Roaming Rates When Traveling Outside the U.S.

Receiving calls

$0.15 / min

Calling the U.S.

$0.15 / min

Calling within Canada

$0.15 / min

Calling another country (International calling surcharges also applies)

$0.15 / min

Receiving text messages

$0.30 / msg

Sending text messages

$0.30 / msg

Data usage

$0.30 / MB


 

Mexico

Surcharge

Receiving calls

$1.80 / min

Calling the U.S.

$1.80 / min

Calling within Mexico

$1.80 / min

Calling another country (International calling surcharges also applies)

$1.80 / min

Receiving text messages

$0.50 / msg

Sending text messages

$0.50 / msg

Data usage

$1.25 / MB


Puerto Rico

Surcharge

Receiving calls

$0.15 / min

Calling the U.S.

$0.15 / min

Calling within Puerto Rico

$0.15 / min

Calling another country (International calling surcharges also applies)

$0.15 / min

Receiving text messages

$0.50 / msg

Sending text messages

$0.50 / msg

Data usage

$0.30 / MB


Guam & Northern Mariana Islands

Surcharge

Receiving calls

$0.20 / min

Calling the U.S.

$0.20 / min

Calling within Guam / Northern Mariana Islands

$0.20 / min

Calling another country (International calling surcharges also applies)

$0.20 / min

Receiving text messages

$0.50 / msg

Sending text messages

$0.50 / msg

Data usage

$0.50 / MB


U.S. Virgin Islands

Surcharge

Receiving calls

$0.30 / min

Calling the U.S.

$0.30 / min

Calling within U.S. Virgin Islands

$0.30 / min

Calling another country (International calling surcharges also applies)

$0.30 / min

Receiving text messages

$0.50 / msg

Sending text messages

$0.50 / msg

Data usage

$2.25 / MB

Cruise Ship

Surcharge

Data usage

$13.00 / MB


Basic Plan Overages & Directory Assistance Charges

Basic Plan

Surcharge

Minutes over 250

$0.05 / min

Texts over 250

$0.03 / text

Data usage over 300 MB

$0.03 / MB

 


Directory Assistance

Surcharge

Directory Assistance

$1.00 / call

 

Directory Assistance call completion

$0.50 / call