Frequently Asked Questions (FAQs) – TGTVS Mobile

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Technical support

How do I whitelist support@tgtvsmobile.com in my email settings to receive all notifications?
If I bring my phone over to TGTVS Mobile, will I lose any personal information? 
Why won’t my service activate?
Why am I having issues receiving calls? 
Why am I having trouble sending SMS messages? 
What if my signal is bad? 
Do I have to set up my voicemail when joining TGTVS Mobile?

Sign Up and Activate

How do I sign up for TGTVS Mobile?
Can I get a new phone number?
I would like a new number when switching to TGTVS Mobile. Can I pick the number when activating?
What is porting?
What’s a number lock?
Where can I find my previous carrier PIN/passcode and account number to port to TGTVS Mobile?
I have ordered a TGTVS Mobile SIM, when will I receive it?
When does my TGTVS Mobile service start?
Does the group owner have to be active to activate the secondary line?
How do I activate my service on TGTVS Mobile?
How do I know my service is live?
How long will it take for my phone to activate?

Rates & Plans

If I make changes to my account, will there be any fees? When will I be charged? 
Are there any activation fees?
Can I add a new line to my account?
What are the plans offered on TGTVS Mobile?
What’s included in each plan?
How long is my plan valid for?
Can I change my plan middle of the month? 
What if I hit my data limit?
What do I do if I run out of talk, text or data in the middle of the month?
What payment methods does TGTVS Mobile accept?
Can I restore my account if I miss a payment?

Phone Setup

How do I know which iOS version my phone is running on?
What happens if I enter incorrect APN settings on my phone?
Why do I need an APN?
How to switch from 4G to 5G on my iOS phone?
How do I configure my APN on my iPhone with iOS 16 or earlier?
I just purchased the TGTVS Mobile SIM, will the service on my iPhone work if I have iOS 15?
What is APN and why is it important?
Where can I find APN settings on my Android device?
How do I set up TGTVS Mobile APN settings on my Android device?
What should I do if I’m experiencing issues with mobile service even though my APN settings are correct?
What is the main requirement for Apple devices to use TGTVS Mobile services?
What features will and won’t work on my device after updating to iOS 17?
I just purchased the TGTVS Mobile SIM, will the service on my iPhone work if I have iOS 15?
How do I switch from 4G to 5G on iOS 17?
Can I use the same APN settings when traveling internationally?

International Roaming

Does TGTVS Mobile offer International Roaming?
If I go to an international country and call home, is it International Calling?
What if I land in a different country than what’s on my itinerary? Will roaming work? 
Can I use my home plan during International Roaming?
When will I be billed for my International Roaming? 
Can I buy multiple International Roaming packs for the same dates?
My travel dates have changed. How do I reschedule my International Roaming? 
My International Roaming pack has expired. How do I reactivate it?
Can I cancel International Roaming pack for myself? How about a group member?
I scheduled an International Roaming pack but did not use it, can I get a refund?
Can I pause my International Roaming pack during my vacation?

International Calling

What is International Calling?
Does TGTVS Mobile offer International Calling?
How do I make international calls?
What do I have to do to send an SMS to someone abroad?
How do I enable International Calling?
How much does International Calling cost?
How do I see how much International Calling credit I have?
I did not use all my credits. Can I get a refund?
How do I disable International Calling?

Getting Started with TGTVS Mobile

How can I determine if I have coverage in my location?
Can I keep my number? 
Can I get a new number with TGTVS Mobile?
Can I bring my phone to TGTVS Mobile?
What is an unlocked phone and how can I determine if my phone is unlocked to use it with TGTVS Mobile?
What if my phone isn’t compatible?
What is an IMEI? How do I find my device IMEI?
Are there any charges associated with leaving my current carrier for TGTVS Mobile?
When should I cancel my existing service?

Get a Device

Can I trade in my old device for a discount on a new one?
Do I get a warranty on refurbished device purchase?
What devices are available for purchase on your website?
Do I get a warranty with my device purchase?
Are all the devices compatible with the mobile plan you offer?
Are the devices sold unlocked or tied to a specific carrier?
Can I use more than one payment method or combine payment methods to make my purchase?
What is the minimum order value while availing finance?
How do I know if I am eligible for finance?
Can I cancel my order if I have purchased it through finance?
What are the charges for getting the device financed?
Do you offer finance options for devices?
I received my order and the price on the box is lower than what is listed on the website. What can I do?
Do I need to buy a device from your store to use the mobile service?
I was unable to receive my order on the date of delivery, can I reschedule the delivery?
Why is my order delayed?
Do you ship internationally?
What if the price of the phone I just bought drops?
Will I be charged for a delivery reattempt?
Will I be informed if there’s a delay in the delivery of my order?
I changed my mind, can I cancel my order?
Can I make changes to an existing order?
How do I track the shipment of my purchased device?
How do I check the status of my order?

Frequently Asked Questions (FAQs)

Is a credit check required when I sign up for TGTVS Mobile?
If I get a new device and want to put my TGTVS Mobile SIM in it, will it start working automatically, or do I need to change any settings in the app?
Does TGTVS Mobile have hotspot capabilities?
Are there any limits to hotspot?

Features

Wi-Fi calling

What is Wi-Fi calling?
What is E911 address for Wi-Fi calling?
How do I update my E911 address?
Is it mandatory to update my E911 address before activating my service?
What happens to my E911 address if I move?

Voicemail

How do I set up my voicemail?
Can I choose any password for my voicemail?
How do I change my voicemail password?
How long should my voicemail password be?
What should I do if I forget my voicemail password?
Are there any additional settings I can configure for my voicemail?
What should I do if I encounter issues while changing my voicemail password?

Visual voicemail

What is visual voicemail?
What is the difference between voicemail and visual voicemail?
After activating my TGTVS Mobile service, will I be able to access my voicemails immediately?
How do I set up my voicemail greeting with visual voicemail on my iOS device?
How do I set up my voicemail greeting with visual voicemail on my Android device?
Can I listen to my voicemail messages in any order with visual voicemail?
How often can I change my voicemail password?

Call forwarding

What is call forwarding and how does it work?
Is there an extra charge for call forwarding?
How can I activate call forwarding on my iOS device?
How can I activate call forwarding on my Android device?
Can I enable call forwarding without all those steps?
Is the Caller ID block feature available in my service?

5G Related Questions

What are the additional data mode options for connecting to the 5G network?
Do I need to pay extra to access TGTVS Mobile’s 5G network?
Why does my phone prefer 5G over Wi-Fi when ‘Allow more data on 5G’ is enabled?
Will enabling ‘Allow more data on 5G’ drain my phone’s battery faster?
Can I enable ‘Allow more data on 5G’ only for specific apps?
Can I enable ‘Allow more data on 5G’ on my old phone?
What does resetting network settings on my iPhone do?
Will resetting network settings delete any of my personal data?
What should I do if resetting network settings does not resolve my 5G connectivity issue?
Will resetting network settings affect my ability to make phone calls or send text messages?
What is 5G and what does it do?

Exiting TGTVS Mobile

How do I port out from TGTVS Mobile?
How do I cancel my TGTVS Mobile service?
What happens if I change my mind and want to come back after deactivating my service?
If I disconnect my service, how long does TGTVS Mobile keep my number?
Will I be charged if I leave TGTVS Mobile in the middle of the month?
What is my TGTVS Mobile account number/PIN?
Why is my port out request rejected?

eSIM

What is an eSIM?
What is the difference between an eSIM and a physical SIM card?
Is eSIM more secure than physical SIM cards?
What are the benefits of an eSIM?
How long does it take to activate an eSIM?
Which devices support eSIM?
Is my current phone eligible for eSIM?
What happens to my billing cycle after I get a TGTVS Mobile eSIM?
Is there an extra fee for using eSIM?
What if I do not receive the QR code?
Can I switch back to a physical SIM card from an eSIM?

Billing information

When do I pay my bill? 
What happens if I pay my bill late? 
How does autopay work? Is it mandatory?
What if my bill is wrong? 
What happens to my bill if I add a line? 
How long does it take for a payment to be applied to my TGTVS Mobile account? 
I received an error when I tried to upgrade my plan or pay my bill. What should I do? 
Can I change my credit card on file? 
My bill date has been changed to 28th, why?
When I placed my order, my payment failed. Why?
Do my TGTVS Mobile minutes, text or data rollover to the next bill cycle?
Will I be charged if I leave TGTVS Mobile in the middle of the month?

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Mobile FAQ
Frequently Asked Questions (FAQs)

Frequently Asked Questions (FAQs)

Is a credit check required when I sign up for TGTVS Mobile?
If I get a new device and want to put my TGTVS Mobile SIM in it, will it start working automatically, or do I need to change any settings in the app?
Does TGTVS Mobile have hotspot capabilities?
Are there any limits to hotspot?

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