Frequently Asked Questions
GreetMe® Tones
MetroWEB®
mail@metroSM
AMBER Alerts
Hearing Aids
Answers
How is MetroPCS different from other wireless companies?
Unlike other companies, MetroPCS gives you permission to speak freely. With MetroPCS, you get simple, unlimited calling rate plans. You don't have to worry about counting minutes, hidden fees, or signed contracts. And because MetroPCS is among the first wireless operators to deploy an all-digital network based on 3G phones, you get great service.
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How are you able to offer such low pricing?
MetroPCS deploys one of the most advanced wireless networks to provide superior capacity and efficiently delivers service to millions of customers. MetroPCS also eliminates many of the hassles of other wireless offerings such as signed contracts and complex "counting minute" plans. By simplifying our offering for customers, we have been able to eliminate a lot of the paperwork and administration expenses for the company.
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How long will you guarantee the "talk all you want" unlimited calling plans?
Our business model is based on a flat rate and because our network is based on the latest technology, giving us enormous capacity, we have no intention of arbitrarily raising prices.
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Can I really talk all I want all over town?
Yes! Other wireless plans require you to predict your usage patterns that won’t result in too many leftover minutes or, worse, pay high overages for minutes that exceed your plan. With MetroPCS, your plan accommodates your usage needs.
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What features can I add on with MetroPCS?
MetroPCS lets you choose from plenty of options. From social networking to navigation. Plus, using your MetroConnectSM account, you have access to cool downloads like games and ringtones sent directly to your phone.
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What is a MetroConnectSM account?
Each customer receives a MetroConnectSM account upon activation of service. This is a special account that allows you to use additional MetroPCS services at your convenience. Use your MetroConnectSM account for @metro data services, directory assistance with call connection and more. You can add money to your account anytime you like. The balance will carry over from month to month. Any balance remaining after 12 months will expire.
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How will I know when I run out of money in my MetroPCS MetroConnectSM account?
You can find out how much remains in your prepaid MetroConnectSM account by dialing *99 from your MetroPCS phone and following the prompts. Additionally, MetroPCS notifies you during any TravelTalk call how much money you have remaining.
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How do I make a long distance call?
For calls within the 50 states, Guam, Puerto Rico and the U.S. Virgin Islands, just enter the area code and phone number. With MetroPCS, it's that easy! For International calls outside of the areas described above, enter 011 plus the country code, city code and phone number.
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Are there taxes on my long distance calls?
If you have one of our Legacy plans you will see taxes on your bill. If you are one of our tax inclusive Wireless For All plans you will not. The federal government, state governments and local cities and municipalities tax communications services. There may also be additional surcharges and fees. The following table outlines examples of the taxes, surcharges and fees for the MetroPCS service areas:
California
- Federal Excise Tax
- Federal Universal Service Fund
- 911 Surcharge
- California High Cost Fund (A)
- California High Cost Fund (B)
- California P.U.C. Fee
- California Telecom System Relay Surcharge
- California Teleconnect Fund
- California Universal Lifeline Surcharge
- Local E911 Fees
- Local Utility Users Tax
Florida
- Federal Excise Tax
- Federal Universal Service Fund
- Florida State Sales Tax
- Florida State and local Communications Services Tax
- FL 911 Surcharge
- Local Discretionary Sales Tax
Georgia
- Federal Excise Tax
- Federal Universal Service Fund
- GA E911 Fees
- GA State and Local Sales Taxes
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What happens if I try to make a call outside the coverage area?
MetroPCS offers an extended home network. Please see our coverage map at metropcs.com/coverage for additional details.
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I'm currently a digital customer with another company. When I leave the digital calling area, my phone switches to the analog network. Could I do this with a MetroPCS wireless phone?
Your wireless phone will only work in the MetroPCS calling area.
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How will I be billed?
Each month you will receive a text message bill notification on your phone. This message will tell you how much you owe, what your account number is and when your payment is due. If you need a summary paper statement, we can send you one for $2 a month. Some of our customers like to receive an electronic statement so that they can see the detail of all their local calls. This is available for just $1 a month.
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How can I pay my bill?
The easiest way to pay your MetroPCS bill is to sign up for Auto-Pay, which allows an automatic debit to be made to your designated credit or debit card each month. Credit card payments can also be made through our automated system by dialing *99, at a MetroPCS store or online with Express Pay. In addition, you can pay at an authorized payment center, MetroPCS store payment machine, or by mail Click here for more details
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Is there a grace period for making payments?
In order to ensure continued use of your MetroPCS service, you must pay for the service by your due date. If you do not pay for your service by the due date, your service will be suspended until the payment is made.
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Can I pay for more than one month at a time?
Yes. Pay in advance for as many months as you wish. Your account balance will reflect a credit until it is time to make another payment. During the time that your account has a credit balance, you will not receive a text message bill notification, since no payment is due.
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What happens if I forget to pay?
you forget to make a payment by your due date, your service will be temporarily suspended until a payment is made. If you don't make a payment for two consecutive due dates, your service will be disconnected. Your phone number may be given away and if you choose to re-activate, you will be charged a reconnect fee.
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Are there any costs in addition to the monthly fee?
If you are one of our Legacy plans, you are responsible for all federal, state and local taxes and assessments. Each phone is assessed a monthly $0.90 WNP FEE. If you are on one of our tax inclusive Wireless For All plans, your balance each month will not change.
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What is the Federal Universal Service Fee?
The government established the federal Universal Service Fund ("USF") to promote the universal availability of telecommunications services at reasonable rates to all American consumers. The USF provides financial support for telecommunications and information services at schools, libraries and rural health care facilities, and subsidies for local service to high cost areas and low income households. All retail providers of telecommunications services providing interstate service, including MetroPCS, are required to contribute to the federal USF. Contributors are permitted by the Federal Communications Commission to add a line item to customer bills to recover their contribution costs to the federal USF.
If you are one of our Legacy plans, you are responsible for all USF fees. If you are on one of our tax inclusive Wireless For All plans, your balance each month will not change.
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How do you handle reactivations for customers who need to disconnect their service?
If you miss your payment due date, your service will be temporarily interrupted
until payment posts to your account. We have no late fee, and your service will
automatically be turned on as soon as your payment is applied to your account.
The billing date will remain the same for your account, so you may not have as
many days that month to use your service before the next payment is due again.
If you do not make a payment within 30 days, your phone will be disconnected and
there will be a reconnect fee.
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Can I keep my phone number if I have to reactivate my service?
During service suspension, your phone number will not change. However, once your
service is disconnected, we cannot guarantee the same number will be available.
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I already have a wireless phone. Can I activate it with MetroPCS service?
The phones available with MetroPCS service were specifically chosen because of
their optimal performance on the MetroPCS network. However, there are certain
phones from other carriers that will work on our system and allow you to talk
and text. These phones will need to go through the MetroFLASH process and will
be charged a fee. To find out more about phones that are compatible please see:
www.metropcs.com/metroflash
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Can I TextTalk® to any major wireless carrier?
Yes. MetroPCS allows you to send a message to most U.S. and Puerto Rican mobile
phone carriers.
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Can I TextTalk® someone outside of the U.S. or Puerto Rico?
Yes. MetroPCS provides customers with the ability to send text messages internationally using the TextTalk® Global feature.
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If I send a message to a friend on another carrier's network, will he/she still be charged for receiving my message?
Yes, depending upon the services they have selected with their wireless provider.
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I lost my phone and I have MetroGUARD phone insurance; how do I file a claim?
Call 866-862-3397 or go to www.phoneclaim.com to reach Asurion Phone Services.
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How do I check on an existing MetroPCS phone order that I placed online?
If you have a question about an existing order, please call the phone number
listed in your Order Confirmation or Shipping Confirmation email or go to
www.metropcs.com/service.
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Can I change my MetroPCS plan online?
Sorry,no, but feel free to call MetroPCS Customer Service at 1.888.8metro.8 to
speak to one of our representatives who will be able to help you switch to the
plan that's right for you.
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How is a ringtone different from a GreetMe Tone?
A ringtone is what you hear your phone play when someone calls you. A GreetMe
Tone is what your callers hear when they call you, instead of the standard
"ring".
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How do I sign up for GreetMe Tones?
You can visit your local MetroPCS store or call Customer Service at
1-888-8metro8.
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How do I know if I'm eligible to sign up for GreetMe Tones?
To sign up for GreetMe Tones you must have access to the Internet. In
addition, you must be on a $40 calling plan or higher.
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Does it matter what type of phone I have?
No, GreetMe Tones works with all phone types.
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How do I purchase GreetMe Tones?
Once you have signed up for the service, you can go to www.greetmetones.com to
purchase and assign GreetMe Tones for your callers. GreetMe Tone purchases
will be deducted from funds in your MetroConnect account. To add funds to your
MetroConnect account, simply dial *99 from your MetroPCS phone or visit
https://payments.billmatrix.com/MetroPCS/welcome.asp.
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How do I get a password for www.greetmetones.com?
Your Customer Care or Sales Representative will provide you with a password when
you sign up for the GreetMe Tones service. If you forget your password, please
go to www.greetmetones.com and select "Retrieve Password" to have your password
sent to your phone.
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Do GreetMe Tones expire?
Yes. All GreetMe Tones are valid for at least 3 months from the date of
purchase. Some GreetMe Tones are valid 12 months from the date of purchase.
You will be able to view the expiration date for each GreetMe Tone before you
make the purchase.
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How do I sign up for MetroWEB?
All of our new Wireless For All rate plans include MetroWEB. However. you must
have a phone that is capable of supporting MetroWEB. If your phone is MetroWEB
capable, from the browser menu, simply select MetroWEB and you will be directed
to the MetroWEB home page
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How do I know if I’m eligible to sign up for MetroWEB?
You can use MetroWEB to visit most websites. However, not all websites are
designed for wireless phones so some sites may not display properly on your
phone.
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How much does MetroWEB cost?
MetroWEB is available for $5 per month.
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How am I charged for MetroWEB?
Access to MetroWEB is unlimited, you can browse MetroWEBSM as much as you like.
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If I have MetroWEB, will I be able to visit any website I want?
You can use MetroWEB to visit most websites. However, not all websites are designed for wireless phones so some sites may not display properly on your phone.
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How often can I use MetroWEB?
Access to MetroWEB is unlimited, you can browse MetroWEBSM as much as you like.
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When I exit MetroWEB and then get back in, I see the last site I visited. Why is that?
Some phones do not automatically clear your web browsing history. You can clear
the history manually be selecting “Menu” and then “Clear History” or "Clear
Cache," depending on your phone model.
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How do I get back to the MetroWEB home page?
From the browser menu, simply select the “Home” key and you will be directed to the MetroWEB home page.
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How can I visit a particular website?
Once you have accessed MetroWEB select "Menu" and then select "Go to URL." From
the "Go to URL" screen all you have to do is type in the address for the website
you would like to visit and then select "Go." This option is not available on
all phones.
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Can I download content to my phone?
No, MetroWEB does not currently support the download of any content types or
attachments.
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If I am traveling, can I use MetroWEB?
You can use MetroWEB if you travel to another MetroPCS region, but you will not
be able to access MetroWEBSM if you are outside one of our regional calling
areas.
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If I am using MetroWEB and a call comes in, what will happen?
If you are viewing a page you have recently loaded on MetroWEB, you can choose to
answer the call as you normally would. While you are on the call your MetroWEBSM
session will be temporarily suspended. Once you end the call you will be able to
resume your MetroWEBSM session. If you are moving between pages on MetroWEBSM
and data is uploading on your phone, the call will be directed to voice mail, if
applicable.
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What happens if I change my username or password on my email account?
If you decided to change the email username or password you will need to
reregister this information in the program. Go to the main menu and select
Set-up email account and complete the steps in this process. You will receive a
message – Remove all personal data for current account? Use the right hand soft
key to Select: OK.
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What are the main differences between the different email providers?
The differences among the providers are related to both branding and functionality:
Premium email providers will:
- Be branded and show their logos within the applications.
- Show the changes made in the Phone Inbox in the PC based version of the email program and vice versa.
- Automatically send new emails to the phone which results in faster delivery of emails to the phone and the program will send out a notification regarding new emails.
- Simplified logon (only need to select provider, not port settings).
Standard email providers will:
- Receive emails every 30 minutes and notifications will be sent to the phone.
- Simplified logon (only need to select provider, not port settings).
Other email providers will:
- Receive emails every 30 minutes and notifications will be sent to the phone.
- Email settings will not be automatically provided and the subscriber will need to obtain these settings from the email provider.
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Are there email providers that subscribers cannot use?
Yes, Hotmail and Yahoo Basic do not allow POP3 access to their users email
accounts. Many corporate email addresses are similarly blocked by companies.
Through the “Other” provider option, the user can provide settings for any email
provider that allows for mobile email access, such as PeoplePC, Verizon DSL
service, etc. Check back soon as we will be adding new email providers in the
next few months!
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Will the emails that I receive and send be shown in my online account?
Any changes that you make to your Phone Inbox will shown on the online inbox if
you have AOL or AIM as an email provider. If you have another email provider
these changes will not be mirrored in the other inbox.
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If I have a standard account, how can I check to see if I have received an email before the polling takes place?
If you are a mail@metroSM standard user, your account checks for email every 30
minutes. If you are logged into the service, emails will arrive in your mobile
inbox when they are received. If you want to check for new mail, the subscriber
either needs to log in or select “checkmail” for an instant check for new
emails.
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Are there different ways to be alerted to new emails in my Inbox?
Yes, you have two different options to be alerted – beep and vibrate. You can
choose the desired option by using the Preference Option on the Main Menu. If
you do not want to receive alerts you may select the Off option.
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How do I access the underscore on the Strobe or the Zero on the V3m?
To access the “_” symbol on the Strobe, the user will need to press the “Sym”
key, then press “Space” To access the number 0 on the V3m, the user will have to
click through symbol options by continually pressing the numeral 1.
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How long will the subscriber have to wait for an email to arrive on their phone?
If the subscriber is using a premium email provider – AOL or AIM, the emails will
be delivered as quickly as they are online. If the subscriber uses a standard or
other email provider, they may want to open the mail@metroSM application and
select Check Email to refresh their inbox.
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How are attachments handled in mail@metroSM?
Attachments cannot be viewed in the mail@metroSM application. Subscribers will
need to view attachments in their online inbox. Attachments will be forwarded.
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Can I access two accounts from the same provider?
mail@metroSM only permits credentials for one account per provider. If you enter
user information for a second account, the first account information is be
deleted.
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What happens if the registration fails? What will a subscriber do?
If the mail@metroSM registration process fails, the subscriber will need to start
the registration process from the beginning. However, prior to restarting the
process, metroPCS would suggest that you review the username and password
utilized in the registration process. It is very easy to mistype one or the
other. We would also suggest checking signal strength on the phone to make sure
that there is adequate signal strength to complete the process. If registration
fails the second time, please contact the MetroPCS for additional instructions.
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How can I get the incoming and outgoing server information to set up “Other” email providers in mail@metroSM?
The subscriber must contact their email provider to get this information. Please
be aware that some providers only allow incoming email, or have special port
numbers for outgoing email. Because this information can change, MetroPCS does
not maintain this information.
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Will emails from both accounts be shown in the Inbox on the phone?
The emails from both accounts will not appear in the same Inbox. Emails for each
provider are shown in separate Inboxes.
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How do I set up a second email account?
Use the instruction for setting up an email account. When you come to the last screen, you will be asked If you want to make this the active mailbox. Press the corresponding Yes or No soft key to make your choice.
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Will I be able to receive emails from, and send emails to someone even if they are not signed up with a supported email provider for mail@metroSM?
Emails can be received from and sent to subscribers at any email companies. There
are no restrictions regarding which email providers the subscriber can send
messages to; or receive emails from on their phones.
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What is the difference between "pushing and polling" emails?
Pushing and polling refer to the activities associated with getting emails to the
phone.
Pushing - Premium providers will send the emails to the phone's Inbox
automatically without mail@metroSM going to the email providers and checking to
see if new emails have arrived. Emails will be sent to the phone almost
immediately.
Polling - Standard and Other providers will not automatically send emails to the
mail@metroSM application. The application has to go to the email provider to
check to see if new emails are in the subscriber’s Inbox. Polling is completed
every 30 minutes by the mail@metroSM program.
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How does a subscriber set up their mail@metroSM account to go directly to my Inbox when I open my service?
The subscriber may choose the Auto login function. This feature is at the bottom
of the Launch Screen. Once this is selected the subscriber will go directly to
their phone Inbox when the application is opened.
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What happens if the subscriber is not receiving new emails or notifications?
If the subscriber is not receiving new emails or notifications, then the first
step would be to check the Main Menu Preference Option > email Push. This option
has to be enabled in order for the subscriber to automatically receive new
emails or notifications. If it is not set to Enabled, the subscriber would not
receive new emails or any notifications about new emails. If the email Push
option has been enabled and the subscriber is not receiving emails then they
should first check to see if their online account is receiving new emails and if
it is, they should then contact MetroPCS customer care for additional support.
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Is there any restriction on how long this application can run on the phone?
There is no restriction on the amount of time you can spend reviewing emails in
the Inbox or sending emails. As long as there is activity in the mail@metroSM
account, the application will be running. You are only logged into the service
when downloading a new email, sending an email, or if you press the Login
softkey from the login screen, or perform a "checkmail" request from the inbox
menu. Whenever a new email comes in, the application opens automatically and
downloads the email, and the application will remain open until you close it.
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Emails from my Gmail account are not showing up on my phone. What do I do?
This provider requires that the subscriber go online to change settings in their
account to receive emails on their phones. The subscriber will have to complete
the following steps:
- Go to the Main Webpage for this provider and look at the top right hand corner and find Settings.
- Click on the Settings tab and locate Forwarding and POP.
- Select Enable POP for all Mail and save these settings.
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What happens if the subscriber cannot log on to Earthlink?
EarthLink requires a different format for the username. The subscriber must add
@earthlink.net to their username. For example, if the username was Jsmith,
EarthLink requires that the username be entered: Jsmith@earthlink.net
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Will I be able to setup an email account from the phone?
A new email account cannot be setup from the phone. Subscribers must set-up the accounts and select their username from their computers.
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Is there a limit on the number of emails that I can have in my inbox?
There is a limit of 50 emails in the phone inbox. New emails are always added to the top of the inbox, and older emails will drop off the bottom of the inbox. The first time you log into the account, 50 emails will be downloaded; after that new emails will be added until the limit is reached and older emails drop off the bottom.
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If I cancel my email service, how do I delete an email provider to change to another provider?
The subscriber will use "Setup email accounts" to add the new email address. Simply add the new email account using the steps outlined in the User Guide. If you change the username within the same email service, the old email information –username and password - will be deleted. To remove old emails, simply enter a different username in the old email provider and you will be asked if you want to remove the emails in the account.
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If a subscriber has a second email account, how will they check their emails?
Subscribers must manually retrieve their emails by taking the following steps. Once these steps are completed the subscriber will be able to view all the emails in the account for these emails. Go to the Launch Screen and select and open Menu options. Select Setup email accounts. Select the email provider from the list. When it ask if you would like to make this account active, select no and the program will open the inbox. You will see the emails for this account including the new emails.
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Does the user interface or menu differ across the different email providers?
The user interface or how the information is presented does differ across the
different email providers but not significantly. The differences are related to
names of different functions – Compose versus Write; Sign In versus Login; or
Sign Out versus Logout. The differences have been made so that subscribers will
be able to use the email service just like they do online. Other differences are
related to whether or not the email provider’s brand is included in the user
interface. Only Premium providers – AOL and AIM will have their brands included
in the user interface.
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What happens if an email is longer than 10KB? How will the subscriber view the other part of the message?
If an email is longer than 10KB the subscriber will need to go online to view the entire email.
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Will the subscriber be able to sort the emails in the account?
Yes, the subscriber can sort the emails by date, sender or subject.
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Will I be able to create new folders to save emails?
The subscriber will not be able to create new folders on their mobile phones.
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How are email contacts accessed in mail@metroSM application?
You can access the phone’s native address book inside mail@metroSM by pressing
“Lookup” when you navigate to the “To” field in an outgoing email. mail@metroSM
stores recently used email addresses also, which can also be accessed through
the “Lookup” feature.
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What is the Wireless AMBER Alerts Initiative?
The national Wireless AMBER Alerts Initiative is a voluntary partnership between
the wireless industry, the United States Department of Justice, and the National
Center for Missing & Exploited Children (NCMEC), to distribute AMBER Alerts to
wireless subscribers who opt in to receive the messages and are able to receive
text messages on their wireless devices.
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How do I sign up for Wireless AMBER Alerts?
MetroPCS subscribers whose wireless devices and plans allow them to receive text messages may opt in to receive Wireless AMBER Alerts by registering at www.wirelessamberalerts.org, or by clicking here. When you opt in, you will need to provide your wireless phone numbers, including area code, and designate up to five ZIP codes for areas for which you want to receive Wireless AMBER Alerts.
IMPORTANT: Information you provide will be used solely for the Wireless AMBER Alerts Initiative and will not be shared with additional parties.
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Why was the Wireless AMBER Alerts Initiative created?
Statistics show the first three hours after a child's abduction are the most critical to recovery efforts. Recognizing that wireless technology can help galvanize communities to assist law enforcement in the search for and return of the child, the membership of CTIA-The Wireless Association, The Wireless Foundation, the United States Department of Justice and the National Center for Missing & Exploited Children (NCMEC), are honored to offer the Wireless AMBER Alerts Initiative.
By combining the efforts of the wireless industry with NCMEC and law enforcement agencies, the Wireless AMBER Alerts Initiative will be a catalyst for the wireless industry's nearly 200 million wireless subscribers to aid in the return of an abducted child.
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When will Wireless AMBER Alerts be distributed to subscribers?
NCMEC will initiate the transmission of AMBER Alerts to wireless carriers after law enforcement has issued the alert and the following criteria, recommended by the U.S. Department of Justice, have been met:
- There is reasonable belief by law enforcement that an abduction has occurred.
- The abduction is of a child age 17 years or younger.
- The law enforcement agency believes that the child is in imminent danger of serious bodily injury or death.
- There is enough descriptive information about the victim and the abduction for law enforcement to issue an AMBER Alert to assist in the recovery of the child.
- The child's name and other critical data elements, including the Child Abduction flag, have been entered into the National Crime Information Center (NCIC).
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How often will I receive Wireless AMBER Alerts?
Approximately 200-250 AMBER Alerts are activated across the nation each year. You will only receive an AMBER Alert if a notice is sent pertaining to the areas you designated when you opted in to the program.
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Will I be charged for Wireless AMBER Alerts?
No. All carriers who are participating in the Wireless AMBER Alerts Initiative have entered into an agreement with the National Center for Missing & Exploited Children that requires them to provide these alerts at no additional cost to consumers. Your wireless phone must be capable of receiving text messages and your service plan must include basic message receipt capability.
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How can I unsubscribe to Wireless AMBER Alerts?
Go to www.wirelessamberalerts.org. Enter your wireless number and follow the directions to be removed from the wireless AMBER Alert distribution program.
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What handsets are compatible with hearing aids?
Please visit the Hearing Aid Compatibility page.