FAQ

Q: I've been calling into into Telus directly and sit on hold for hours, when I finally get through my questions don't get answered, this is frustrating. Can you help me?

A: Yes! At Northwind Radio we strive to be the best client experience in town. We have several very educated staff in the communications field who are more than willing to help meet all of your needs. Feel free to stop by any time and we will be more than happy to help you!

Q: My phone is receiving Spam messages because of something that I have subscibed to and I am being charged for it, how can I make this stop?

A: Spam messages are considered to be premium messages because Telus has no control of the fees. Typically, Spam messages are not from a regular phone number (ex: 32020). To stop receiving messages from this company all you have to do is reply back "STOP" and the messages will stop.

Q: My phone was returned from repairs and not fixed because of "liquid damage". I've never gotten my phone wet, how can this be?

A: Phones that have been damaged by liquids can not be repaired. Your phone being returned with "liquid damage" does not have to mean it was submerged in water. Liquid damage can be caused by something as simple as having the phone in a humid bathroom while taking a shower, putting it up to your ear with wet hair, or even talking on it in the rain.

This being so, we advise people to be careful with their phone to ensure that it is not damaged by liquids. If a situation arises where the phone is liquid damaged we suggest pulling out the battery and putting the phone and battery in a bag of uncooked rice, sometimes this helps to withdraw out the moisture.

Q: If I decide that I do not like my phone, can I return it?

A: When we activate a phone onto the Telus network, the warranty becomes active upon activation. Being so, we can not accept any phones back into the store because they would have to be sold at a lower cost and would not have the full warranty period in them. At Northwind Radio, we always try and assist the customer in making purchase decisions to ensure that the phone they are purchasing is the proper fit for their needs. This not only eliminates customers trying to return phones, but makes sure they leave the store happy and confident with their purchase as well.

Q: How do I extend the number of rings before my voicemail picks up?

A: To extend the number of rings a person hears before voicemail kicks in you need to simply dial *94 and then after the four put the number of rings you want before or kicks in. For example, if you want your phone to ring six times before going to voicemail, simply dial *946 then hit send and it will be changed.

Q: What happens if I decide that I want to cancel my contract?

A: It is always advisable to sign a contract term that is best suited for your personal needs, but in certain cases people do want to cancel out of contracts. In these cases, Telus will charge the client a minimum of $20.00 for each remaining month in the contract, or a minimum of $100 if the client only has a few months remaining. Either way, we always suggest making sure that the contract term is appropriate so that our customers never run into these problems.

Q: How long will my phone be gone for repairs? and what will I do in the meantime?

A: Phones are typically gone anywhere from 2-5 weeks. Depending on the type of phone and the time of year. While the phone is gone for repairs you will be without a phone unless you decide to rent a loaner phone from us for a $25.00 fee. This phone will be yours to use until the phone comes back from repairs.

Once your phone is back from repairs we will call you the day that we receive it and you will be able to come and pick it up at your convenience.

Q: Why does the Lloydminster and surrounding area have troubles with dropping calls? Will it get better?

A: Unfortunately, there is no answer to this question that is 100% accurate. The most logical reson that we have for this issue is that all Mobile Carriers in this area are using the same frequency. This being so, it creates a mass amount of data being transmitted on a single frequency giving it a greater chance of creating "dead zones" where phones typically seem to be dropping calls. Wireless internet is also being transmitted at a similar frequency causing even more data traffic in this area.

On the topic of whether or not this issue will be surpassed, yes. Telus and Bell are in the process of a switchover to a new network called HSPA, possibly better known as 4G. This network will be using different frequencies and will hopefully put an end to this issue for our customers. The projected completion date for the HSPA network is in the first quarter of 2010.

Q: How long does my phone in warranty? What does warranty cover?

A: Typically, all new phones come with one year manufacturer's warranty and a one month DOA period. Within these two periods the manufacturer will cover any defects in the phone providing there is no liquid or physical damage. Almost all software glitches, reception issues and battery problems are covered under warranty during this period.

Liquid and Physical damage: A quick way to tell if the phone has liquid or physical damge is to take out the battery and look at the litmus paper underneath (the litmus paper usually is white or white with purple X's) if the paper is fully colored pink or purple this means the phone has been damged by liquid. Physical damage, on the other hand is much easier to tell. If there are any cracks, broken or missing pieces, damage to the charging jack, and damage to the screen the warranty will be voided.

Q: How do I update the roaming in my cell phone?

A: Updating the roaming in your cell phone cal be done in a few easy steps: Simply dial *22803 off of your handset and press send, this will this will take you to a menu that will ask you to select your language of choice (press #1 for English). Next, it will give you two options: press #2 to update the roaming list in your phone. The line will become silent for up to a minute and soon it will tell you that your roaming has been updated successfully and reset itself. Success! you have updated your roaming.

Q: How often should I update the roaming in my phone?

A: Updating the roaming should be done at least once a month to ensure the best service is provided to your phone. At Northwind Radio, we suggest trying a roaming update any time you feel the service in your phone is inadequate. Also, when travelling in Canada and in North America, we usually suggest updating roaming to ensure you are getting the best coverage in your current area.