Wireless Frequently Asked Questions

Troubleshooting

My phone got liquid in/on it.

Immediately, remove the battery from your phone. The sooner you remove your battery, the better your chance is of restoring your phone's function. Gently shake out as much water as you can from the phone and then place the phone in a dry area to dry out. Let your phone dry for a few days. If your phone does not work after it is dry, you will probably need to replace it; your phone's manufacturer warranty does not cover the replacement of a phone that has been damaged by liquid or has other non-manufacturer defects. If you have wireless insurance and an approved claim, your phone will be replaced at an authorized Copper Valley location. If you do not have insurance you will need to purchase another phone.

My phone will not turn on.

There are several reasons why your phone may not turn on. The phone's battery may not have a strong enough charge to power the phone on. Try powering your phone up again after charging the battery.

Verify the phone charges when plugged into either the AC charger or cigarette lighter adapter. If the phone doesn't indicate the battery is charging, the problem could be a faulty charger or battery.

It is also possible that the battery contacts and/or the charging contacts need to be cleaned. Try removing the battery and carefully wiping around the battery contacts with a cloth before placing the battery back in the handset.

Verify that the power button is being used to turn on the phone. Sometimes the wrong button is being pushed when trying to turn the phone on.

My phone keeps turning off.

When your phone keeps turning off, this usually means that your battery needs to be charged. If the problem persists even when the battery seems to be fully charged, you may need to purchase a new battery or a new phone.

My phone won't hold a charge.

Several issues could cause your phone to not hold a charge.

If the phone is regularly in a low signal area, the battery will drain much quicker than when in a high signal area (check the signal strength bars on the phone) Or if you are traveling outside the network area, your battery may drain faster while trying to connect to a roaming network. (In this instance, you can preserve your battery life by turning off background data or even turning on airplane mode while the phone is not actively being used- you will still be able to receive VM in airplane mode.)

If the phone says "charge complete" not very long after being plugged into the charger, it could indicate that the charger is not giving a correct charge to the battery (assuming the battery's charge was low before plugging it in).

Some phones have a setting for adjusting the timeout for the display. The LCD is the biggest drain on the battery. Check the owner's manual for your handset to see if it is possible to adjust the display timeout. Also keep in mind that when a person is typing a message, the display is on all of the time, so if you are a heavy text message user, the battery will drain much more quickly.

Some phones have a "battery save" feature. Turn this feature on to conserve battery power.

My phone won't charge when it is plugged in.

First, make sure that the charger is receiving power either from the wall A/C outlet or the vehicle's cigarette lighter socket. If the charger is receiving power, but it will not charge the phone, bring the phone and charger to a Copper Valley location so that we can test the charger.

Sometimes I receive the same text message multiple times. Is this normal?

It is not abnormal to receive duplicate text messages on occasion. Typically this occurs when the system doesn't receive proper communication that the message has been received by the phone, so it resends the message again. Turning the phone off and back on a daily basis does help prevent some duplicate text messages. It would be abnormal to receive the same message every minute or so over and over again. Should this occur, try deleting all messages in your inbox/outbox. Then, take the battery out of the phone for a few seconds. Replace the battery, and turn the phone back on. If that does not resolve the issue, contact Copper Valley Customer Care.

I just ported my number in and can't receive text messages from other carriers. Why is this?

Sometimes when a number has been ported from another carrier, the old carrier has not properly removed your phone number from their system for text messaging. Thus all of your incoming text messages from certain carriers are rejected and get routed back to your old carrier. Contact Customer Care. They will open a trouble ticket to have the issue resolved with your old carrier.

When I send text messages, the other party receives a blank message. What causes this?

This can occur if you have a special character /symbol (i.e. not a letter or number) in your text messaging signature. Try modifying your signature so that it has only normal (alpha or numeric) characters, or try removing your signature, to see if this fixes the issue. If you don't have a signature, try deleting all messages in your inbox/outbox. Take the battery out of your phone for a few seconds. Replace the battery, power the phone up, and now try resending a new message to see if that fixes the issue. If the issue is still not resolved, contact Customer Care.

I can't send/ receive any text messages.

Occasionally we will be asked by the account owner to block certain services. Check with your account owner to see whether text message services have been blocked on your handset. Check the signal strength on your phone to make sure you are receiving adequate signal. If not, try moving to an area with a stronger signal. Make sure all messages are being sent using the 10-digit phone number (with the area code). In some phones, whatever is stored in contacts will override what you've manually typed, so it's important to have phone numbers programmed with 10 digits in your phonebook contacts. Try deleting all messages in your inbox/outbox. Then, take the battery out. Wait a few seconds and put the battery back in, and power the phone back up. Try sending a brand new message to see if the issue has been resolved. If the problem is with just one person, and you are able to successfully text with other cellular users, the problem may be with the other person's service. Finally, if you are unable to solve the problem, call Customer Care and we will help you further troubleshoot the problem.

I can't send or receive a picture message.

Occasionally, we will be asked by the account owner to block certain services. Check with your account owner to see whether data services have been blocked on your handset. In order to receive a picture message (for the first time), you must register your handset for pictures by first sending a message to someone else. If you have sent or received pictures in the past, but now are not able to, check your message in- and out-boxes. If you have a lot of messages and have not cleaned them out, you may not have "room" for new messages. Try deleting the messages in your in- and out-boxes. Try accessing the Internet on your phone. If you are unable to access the Internet, you may not be receiving a strong enough signal or there may be a data outage (which would prevent you from sending picture messages). If possible, try again when you have stronger signal. Each time you turn on your phone it registers your handset on our network. That registration can be lost over time, so we recommend you "power-cycle" your handset (turn if off for a few seconds and then on again) once a day. If that doesn't work, try removing the battery while the phone is off, and then replacing it and turning the phone on. If none of these things work, call Customer Care and we will help you further troubleshoot the problem.

Some people receive the picture messages I send, however there are certain numbers who never receive my message. What could cause this?

Make sure all messages are being sent using the 10-digit phone number (with the area code). In some phones, whatever is stored in contacts will override what you've manually typed, so it's important to have phone numbers programmed with 10 digits in your phonebook contacts. If your phonebook contacts are programmed without the area code, reprogram with the area code. It is also possible that the resolution size of your picture is too large to be displayed on the receiving phone. Prior to taking a picture on your camera phone, look in your owner's manual for instructions on how to reduce the resolution size of the image you have captured If you are still unable to send any messages to specific numbers, please call Customer Care.

Sometimes when I send or receive a forwarded message, it won't open. Why does this occur?

Often times, forwarded messages have changed hands several times. Each time a message has changed hands, it gets decoded. The more times a message gets decoded, the less likely it is to properly display on a handset. In addition, some file types/formats of forwarded messages may not be supported on certain handsets.

I can't connect to the internet with my Axesstel using an Ethernet cable.

First, ensure the switch on the front of the router is set to Ethernet (to the right, towards the Ethernet ports). Verify that both cellular antennas are firmly attached, (there are four total on the device), and you are getting a good signal. Green/Yellow indicates solid service. Orange indicates ok service. Red/No light indicate poor/ no service. If service is ok/poor, try moving the router to a different room in the building. The Ethernet cable should be plugged in one of the four primary Ethernet Ports (they look slightly larger than phone line ports). Try powering the router off. The power switch is on the side of the router (opposite the lights - "the lights" will all turn off when the power is off). Leave the router powered off for 5 minutes. Turn the power back on and try again to connect. If still unable to connect, contact Customer Care for further assistance.

I can't connect to the internet with my Axesstel router, and I previously had a dial up connection.

Go to Internet Explorer > Tools > Internet Options. Go to the "Connections" tab. If it's not already, select the option to "Never dial a connection" and then "apply". Select "LAN" settings. These two options should NOT be checked:

  1. "Use automatic configuration script"
  2. "Use a proxy server for your LAN".

Once those options are correct, press OK. If still unable to connect, contact Customer Care for further assistance.

I hear static/warble on my phone.

you hear static/noise, check to see how many reception bars your phone is displaying. If you only hear static in certain areas, you could be in a poor reception area. If you hear static/noise whenever you use the phone and regardless of where you are, it could be damaged or defective and may need to be replaced. Bring your phone to any Copper Valley Telecom location for inspection, and if necessary we will send to the OEM for warranty repairs. We will provide a free loaner if your phone requires service. Other factors that can cause static are weather or other electrical interference.

Sometimes I will lose a call while I am talking to someone on the phone.

When a call is unintentionally disconnected it is referred to as a dropped call. Occasional dropped calls are common with cellular service. Cellular service uses radio waves to transmit a signal. Dropped calls may occur whenever the signal is interrupted. For example, dropped calls can occur when you are too far from a cell site, or you are in a hilly, low-lying or heavily forested area or you are inside your home or an office building, Check the signal strength indicator on your handset. If you drop a call while in a building, try moving near a window or even outside to see if you can get a stronger signal. If traveling, try placing the call when you have reached an area with a stronger signal. If you are frequently dropping calls all over, the issue may be due to a problem with the handset itself. If you not had your handset checked within the last 3 months by our Repair Department, you may want to bring it in so we can check it out for you. Finally, if there has been a recent change in the number of dropped calls in a particular area, there may be a network service problem. Please call Customer Care and they will check it out for you.

I'm roaming and can't make or receive any calls.

Check to make sure the phone is not set to home only. This option is located in different locations, dependent upon phone model, but is generally found under network selection or system select menus. If you are unable to find this or if your phone is not set to home only and you still cannot make/receive calls, please call Copper Valley Customer Care.

I hear a fast busy signal when I try to make a call.

If you are using the phone during a high phone usage period, the network could be busy and unable to complete your call. You should attempt your call again in a few minutes. A fast busy could occur if there were some sort of outage, if the call was being routed improperly, or due to trouble on the far end. If the fast busy signal only occurs when calling a specific #, try calling that # from a non-Copper Valley phone. If you experience the issue on a non-Copper Valley phone, the issue is not a Copper Valley issue If you don't have the problem on a non-CVW phone or you are unsure of the cause, call Customer Care to report the issue.

My phone display reads "No Service".

If you are inside a building or structure, you may need to go near a window or outside. Sometimes, phones are unable to pick up a signal inside because of a building's architecture. If you are within the Copper Valley Service Area where you normally receive service, you should be able to place a call. Try taking the battery out of the phone for a few seconds, then put the battery back in and power the phone back on. If the issue is still occurring, contact a Copper Valley Customer Care and tell us where you are experiencing the problem. If you are outside of the Copper Valley coverage area (roaming), your phone may be set to home only. Contact Copper Valley Customer Care for instructions on how to check this.

My phone does not ring when people call me.

It is possible that you accidentally pressed a button and silenced your phone's ringer. Verify that the phone is not on silent mode. Make to try to power your phone down on a daily basis. Some amount of missed calls is a normal part of cellular service. The following list includes some of the possible reasons that normal missed calls occur.

  1. You could be in a poor coverage area.
  2. If the phone is in a data session and picking up 1x signal, it will not receive voice calls.
  3. At the time the call comes through, the phone is not getting a good signal.
  4. A call was just placed or just received and it takes a small amount of time for the phone to reset for the next call. If a call comes through during this time, the phone will not ring.
  5. The phone is searching for a signal
  6. The line does not have call waiting, and a call comes through.
  7. There's a problem with one of the towers in the area.
  8. The cell site the customer is on is at capacity.
  9. There's something wrong with the phone. If most/all calls are missed, contact Copper Valley Customer Care.

I hear a recording whenever I try to make a call.

If the recording only occurs when calling a specific number, try calling that number from a non-Copper Valley phone. If you experience the issue on a non-Copper Valley phone, the issue is not a Copper Valley issue. If you only experience the problem on a Copper Valley phone, make a note of actual recording. Contact a Copper Valley Customer Care representative.

When other people call me, they hear a recording.

It's quite possible that your phone is not forwarding to voicemail. This can occur if you accidentally dial one of the forwarding commands (ie *72) before the number you wish to dial. Doing so forwards your line to an invalid number. Contact Copper Valley Customer Care for further assistance.

When I am using my phone, people can't hear me, even though I am able to hear them.

Make sure you are in an area with a strong signal. If the signal is weak, you may experience problems when placing calls. Also, make sure the volume is turned up on your phone and the other party's phone. It is possible that you have placed the phone in "mute" status which deactivates the microphone on your phone, thus making it impossible for the other party to hear you. Check to make sure that the "Mute" is turned off. If the problem persists at various locations, you may have a defective phone. Please bring your phone to any Copper Valley location and we will be happy to examine it.

I've been able to browse the web in the past, but it's not working now.

Ensure you are getting adequate signal. If signal strength is good, try taking the battery out of your phone for a few seconds. Replace the battery, and power the phone back on. Try browsing again. If you're still unable to browse, go into the browser select the "menu" option. Select "memory" Select "cache", "history","cookies". Then select "clear now" If none of these options work, please contact Copper Valley Customer Care so the issue can be further researched.

Why can't I transfer ring tones from my phone to someone else's phone (or vice versa).

Not all devices support file transfer. Assuming the devices have been paired correctly, refer to your owners manual to determine if your device supports file transfer.

The voicemail indicator is stuck on my phone and won't go away.

Ensure you don't have a new voicemail or text message. If you do, listen to the message in its entirety or if it's a text message, mark the message as read. Try turning the phone off and back on. If the voicemail indicator doesn't clear within a minute or two of powering up, try calling your number from another phone and leave yourself a voicemail message (must be longer than 2 seconds). Then from your phone, call into voicemail and listen to the entire message. At the end of the message, press 3 to delete. If this does not resolve the issue, please contact Copper Valley Customer Care for further examples.

I did not receive a voicemail message.

Typically, the message will almost always be in the voicemail box at the time it is left by the calling party. However, it's possible that you didn't receive indication of the voicemail, and thus, would not have checked your messages. It's important to know and understand that you only get one voicemail indicator, meaning if there is already a new message waiting, you will not receive a new notification for each subsequent new message that is left. So if you ignore or delete the indicator or if you don't listen to a new message in its entirety, you typically will not receive a new indicator until all "new" messages have been entirely listened to. There are other possible reasons for not receiving voicemail indication, so if the above scenario doesn't fit, please contact Copper Valley Customer Care.


Technical Support:
Dial 611 from your wireless handset or call 907-835-8007 or 1-800-235-5414.

Tech Support Valdez Office