FAQ.

12-01.png

The Basics

Can I change my mobile number?


Yes. You can change your number at anytime. This process can take 24-49 hours to complete.




If I have a 3G device, can I access the 4G/5G network?


No. Your ability to access the network depends on your device's capability. You can research a device or read the box packaging to know what network access the device can operate on. Tesix Network Support Tesix supports all 4G and 5G devices. Our sims are not compatible with 2G or 3G band devices such as most flip phones, older smartphones and iPhone 3-4s.




Is my number recoverable even if my account is cancelled?


If it is recovered withing 48 hours. If your account goes into cancellation for longer than 48 hours, you will lose your Tesix Number for good. If you are porting a mobile number to Tesix, we highly recommend using Auto-pay to avoid bill non-payment or paying your bill within our 4-day window. If your number was ported in and is lost, we will not be able to recover it.




How do I find my account number?


Your account number is found under your MyAccount Login. This number will usually start with 710 or 890. After activation on the Tesix Wireless Network, you will receive a welcome text & email that will contain your account number. Your account number will be needed when seeking help from one of our Chat reps or when emailing our support team. Note: This account number is not the same account for porting out.




How can I set up a Tesix Wireless account without activating?


Hmmm, can't seem to find that function. You'll need to go through the full activation process to setup an account to access the MyAccount feature. The MyAccount is automatically setup for you after you've successfully activated. Your Login is your Tesix Mobile Number Your Pin is your Date of Birth (MMDDYYYY) *The DOB you use during your activation is the Login Pin Note: This can be changed in your MyAccount Login at any time. Highly reccommended.




Can I port a number in if i'm under contract?


Yes you can! However, the device that is under contract or lease will NOT be able to be used/activated. You will need to have an unlocked device to port to. Why? Your device is under a financial obligation with another carrier or phone lessor. If the financial obligations have not been met then that carrier or company will not release your device for activation elsewhere. The phone number however is not under any obligations and therefore only the number can be switched over to Tesix Wireless.




Will I need to cancel my service with my current carrier to port my number?


Danger Will Robinson! Your service MUST remain active with your current carrier in order for them to release your number. Why? If your number is not activate on your previous carrier, unfortunately your previous carrier will have nothing to approve; the number will be inactive. Conclusion Keep your current service active until you port to Tesix. Your old carrier will automatically cancel the services once you port your number away.




How much is number porting?


Number porting is free! You will not be required to pay a fee to port a number to or from a carrier including Tesix.




Is the MEID and IMEI that same?


While the numbers are similar, they are different numbers. Your MEID is most commonly used with CDMA carriers. The IMEI are used on GSM carriers. The IMEI: An International Mobile Station Equipment Identity (IMEI) number is a 15-digit number which is different with every smartphone. It is a way to uniquely identify a specific iPhone or Android, even yours. The MEID: MEID is a unique 14-digit number that is a unique identifier of a specific cell phone. For easy remembering, a phone’s MEID number is a phone’s IMEI number minus the last digit if it has both. Any phones that use the CDMA system and have Sprint, Verizon, or U.S. Cellular cellular plans have an MEID number. So, now that you know what IMEI and MEID is, what’s the difference?

  • All phones don’t always have both an IMEI or MEID number. An IMEI number is always on GSM system devices that use AT&T and T-Mobile carrier. A MEID number is always on CDMA system devices that use Verizon, U.S. Cellular, or Sprint carriers.
  • IMEI is a 14-digit number while MEID is a 15-digit number.
  • The location of an IMEI and MEID number will differ depending on the phone type and manufacturer.




How do I find my IMEI?


You can find your IMEI 1 or 2 ways: By opening your phone dialer and "calling": *#06#, your IMEI will be displayed on your screen. or by opening your settings on your device and selecting "About Device". IMEI numbers either come in a 17 digit or 15 digit sequences of numbers. The IMEI format currently utilized is AA-BBBBBB-CCCCCC-D: AA: These two digits are for the Reporting Body Identifier, indicating the GSMA approved group that allocated the TAC (Type Allocation Code). Your IMEI may start with a 35, 09 or 86.




Can I bring any phone I want?


Yes, Tesix accepts all GSM & Unlocked 4G & 5G devices. As long as the device is not under contract or lease with another carrier, you are welcome to activate it with Tesix.




Why am I getting a F.E.D error during activation?


F.E.D stands for Financial Eligibility Date. This could mean the following:

  • Your device is locked to another carrier and is not eligible for activation
  • Your device is under a phone lease and has not been paid in full
  • You are under a contract with another carrier and your contract has not been fulfilled
It is important to ensure your device is fully unlocked and is not under any financial obligations with another mobile carrier or leasing provider.




Why does my phone say "Invaild Sim"?


If you are getting an Invalid Sim error on your device when you input your Tesix Sim; this could mean:

  • your device is locked to another mobile carrier
  • or it is a CDMA only device and is not compatible with Tesix GSM Sim Card
If you are receiving this message on your mobile device, you will need to call your current carrier and have the device unlocked.




Can I request my phone records?


Yes you can. You will need to open a Ticket on your MyAccount to request records. There is a $7 Fee for drawing call records and a duration of 48hrs to get complete list to you.




How can I lock my SIM card?


Unfortunately, SIM card locking is not possible. If Data is a concern, SIM cards do not store data, contacts, images or any personal information.




Will Installing a New SIM Card wipe out my phone?


If you're changing SIM cards on your mobile phone, your photos, voicemail, videos, texts, call history, contacts, and other data will not be affected. An SD card is what stores and saves data within a mobile phone. Your SD Card is a different optional storage card that is not required for any phone to operate on Tesix's network. Activating a new SIM card won't impact any data stored on an SD card, but as some phones share the same "tray" for SIM and SD cards, be careful not to remove the SD card when installing or changing the SIM card.




Why am I being redirected to AT&T?


Tesix uses the AT&T Network to provide your cellular data and voice services. Currently you will see or be redirected to AT&T when dialing 611 or other help lines, however you will simply hang up or not pursue these lines. If you are in need of assistance, please connect through one of the following:

  • Via our website Chat
  • Via support email at support@tesixwireless.com
  • or By opening a Ticket on your MyAccount
Please do not contact or visit any AT&T locations for assistance with your billing, technical issues or account. AT&T has no responsibility for Tesix's subscribers or customers.




How do I redeem my coupon code?


To redeem your coupon code, you will go through the full activation process to reach the promo option. Once you have reached the payments page to pay for your first month, you will see the option to insert a promo code. Upon inserting the code, select apply and await code to apply. You will then see your "Due Today" total reflect the discounted rate.




Is my device locked?


Your Device is Locked if:

  • You are leasing your device and have not paid it off
  • You are under contract with a major carrier
  • You purchased your device directly from a PREPAID carrier and has not had the phone over 12-15 months.
  • The device is blacklisted
Did you Know: When you purchase a mobile phone directly from any prepaid carrier, they will require that you have your device 12-15 months before you are able to use that device with another carrier. How can I check this?
  • Simply call your current carrier and check the device unlock eligibility status
  • or if you have a Tesix Sim or a sim from another carrier, place that sim into device in question and see if sim is compatible with that device.
If it takes the sim, the device is not locked. If it states "Invalid Sim" the device is locked.




Why do I have a Stacked Plan on my Account?


Stacked Plans will appear on your Account when you have paid your bill early or attempting to upgrade. If you have a Stacked Plan, do not apply it. It will apply automatically on your due date. ONLY apply your Stacked Plan for the following reason:

  • You are attempting to upgrade your plan early
  • or You are wanting to change your due date by paying early
Note: You don't have to apply your upgraded plan early. You can await the end of your current billing cycle and it will automatically apply for you on your due date upgraded.




Does Tesix Wireless support eSim?


Currently we do not support eSims activations. All SIM cards must be purchased directly from Tesix to activate on the Network.





APN.

Is the APN & VPN the same?


The APN and VPN is not the same. A virtual private network (VPN) is programming that creates a safe and encrypted connection over a less secure network, such as the public internet. A VPN works by using the shared public infrastructure while maintaining privacy through security procedures and tunneling protocols. An Access Point Name (APN) is the name of a gateway between a GSM, GPRS, 3G or 4G mobile network and another computer network, frequently the public Internet. A mobile device making a data connection must be configured with an APN to present to the carrier. With Tesix, a VPN is not a necessary only the APN is crucial to your device working success.




Will my APN configure on its own?


Not always. Some devices require manual configuration on its APN. Android devices will sometimes need manual APN configurations but Apple devices will kick in on their own as they do not have a APN configuration slot. Sometimes, you can simply restart your device and allow it to reboot. The reboot will sometimes configure your device to our Tesix sims.




What is the APN for Apple Devices?


iOS devices should not require manual programming of data settings. If you are unable to connect to our data network using an iOS device purchased from another carrier follow the steps below.

  1. Go to "Settings", tap on WiFi and temporarily turn it OFF
  2. Back in "Settings", scroll down to "Messages" and tap to open it. Make sure MMS is OFF
  3. Go back to "Settings", tap on "General" and then "Cellular". Make sure "Enable 3G" is OFF & "Data Roaming" is ON.
  4. Scroll down & tap on "Cellular Data Network".
  5. Under "Cellular Data Network" put in the following:
Name: Tesix Wireless
APN: NXTGENPHONE
Proxy: Not Set
Port: Not Set
Username: Not Set
Password: Not Set
Server: Not Set
MMSC: http://mmsc.mobile.att.net
MMS Proxy: proxy.mobile.att.net
MMS Port: 80
MCC: 310
MNC: 410
Authentication Type: None
APN Type: default,mms,supl,hipri
APN protocal IPv4
Bearer: Unspecified then...
  1. Click on the Home button to go back to the main phone screen
  2. Go back to "Settings" one more time, scroll down and tap on "Messages" and turn it ON
  3. Press the Home button and you're set to send & receive MMS on GSM
  4. Once you have set it up and tested to see it works, you can re-enable WiFi, turn off Data Roaming and turn on 3G/4G LTE
Using iOS Version 8 or above?

1. Go to Home Screen
2. Open Settings
3. Select Cellular
4. Select Enable LTE Switch
5. Select Enable LTE
6. LTE now enabled




What is the APN for Android Devices?


Android Devices

  1. Access the Settings menu.
  2. Locate and select either Wireless & Networks, More Networks, or Connections.
  3. Select Mobile Networks > Access Point Names.
  4. Locate and select the option to add a new APN. This is usually accessed by a + symbol on the screen or by tapping the menu button.
  5. Program each field using the settings below:

Name: phone
APN: phone
Proxy: Not Set
Port: Not Set
Username: Not Set
Password: Not Set
Server: Not Set
MMSC: http://mmsc.mobile.att.net
MMS Proxy: proxy.mobile.att.net
MMS Port: 80
MCC: 310
MNC: 410
Authentication Type: None
APN Type: default,mms,supl,hipri
APN protocal: IPv4
Bearer: Unspecified
---

6. Save the changes to return to the APN's menu and select the new APN.





Services.

Can I pay my bill online?


Absolutely! You will simply need to log into your "MyAccount" to pay your mobile bill. Your MyAccount can be accessed by selecting "Login" on any page on the our website.




What if I get a new phone?


If you later purchase a new device, you can simply switch out your sim card and log into your account. Under the "My Services" tab, locate your device details and input your new IMEI details. Switching out your sim will automatically activate your new device. Note: Please ensure that your new device is unlocked as well.




Why is my service suspended?


This could happen for a few reasons:

  • You have made an international call outside of our coverage zone and has accumulated an overage fee. Our international calling coverage zones are Mexico & Canada only. If this happens, simply add a "Power Pack"to your account equaling your overage amount.
  • You are using data only on our talk and text plan in which is considered "Data Abuse". If this happens, you will simply need to change your plan to our "Data Only Plan".
  • You have activated a Locked or Leased device and your previous carrier has retracted your device activation. A Locked device is a device that is under contract or lease with another carrier. When a device is locked it could simply mean you have not met the financial obligations of your contract with another carrier or your device is made for a certain carrier only.
How do I resolved my account suspension? If line is suspended from "Data Abuse" then you will need to "replenish" your account to our Data Only Plan or open a ticket on your MyAccount and have your plan changed and restored. If your account is suspended because it is locked, you will need to purchase another device and SIM card before you are able to reactivate your device. Note: Suspended does not indicate you have not paid your bill. If your bill is in non-pay, it will have "non-pay" highlighted.




Is it possbile to buy a Sim Kit and activate my plan later?


Absolutely! Purchase your Sim Kit and activate when you are ready. Our sim kits don't expire ever.




How do I change my IMEI on my account?


Login into your Tesix MyAccount Select Tab for "Your Services". Note: If you have multiple line, be sure you are changing the device under the correct line by selecting the phone number. Scroll to bottom of the screen until you see Device Select "Change device or SIM"





Bill Pay.

Why isn't my line restored after paying my bill?


After paying your bill, lines are immediately restored. If you find that your line has not been immediately restored please give 15-20 minutes for full restoration, if it does not restore after 12 hours please open a ticket on your MyAccount. In this case, we may need to manually reset your replenishment to restore your account.




How do I delete a Debit/Credit card from my account?


Log into your MyAccount and select "Payments & Methods" Scroll to the card you wish to delete and scroll to the right of that payment method. Select the Trash Bin next to that payment method and the card will be removed.




How do I enable AutoPay?


To enable AutoPay, you will log into your Tesix MyAccount and select "Payments & Methods" at the very top of your screen. Once you are on the Payments & Methods screen, you will then select "Use for AutoPay". Once your request has loaded and states "Enabled", you have now enabled your service for automatic monthly replenishments. If you wish to 'Disable" AutoPay, simple follow these same steps and select "Enabled". This will revert your previous selection. You are free to enable and disable AutoPay as you wish.




Can I call AT&T to make a payment?


No. Tesix is responsible for its customers and mobile subscribers. AT&T does not have any direct access to our billing. You will need to connect with Tesix for bill pay or by logging into your MyAccount to make a payment.




How do I apply my bill credits?


If you have been rewarded bill credits to your account, you can simply do the following:

  • Login into your Tesix MyAccount
  • Select the "Your Services" tab
  • Select "Pay Now" next to the line you wish to apply and replenish.
  • Any credits on your account will be automatically applied at checkout.
If your credit is the same as your bill total, you will still 'replenish your account but your payment method will not be charged. If your credit is lower than your bill total, your credit will be deducted from your total at checkout and remainder balance will be removed from card. Note: Bill credits do not apply on their own, you must replenish your account manually to apply credits. If you are on Autopay, your bill credit will apply during your auto payment.





Activation Errors.

General Activation Errors


Error: Plan not found for combination.
Issue: The device you're trying to activate is not compatible with the plan you're trying to activate it on. For example, for smartphone plans, the device should be a smartphone (not a hotspot or tablet device). If you think you received this error and it's not valid please open a (internal)ticket. --- Error: Temporary monetary failure. Please try your activation again later.
Issue: This error occurs when the parent carrier or the billing system providers billing system is down. The key word in this error is "temporary". There is nothing we can do about this error except wait until their billing/carrier system is back up. ---

Error: The replenishment failed


Issue:

Same as Temporary Monetary failure above.

---

Error: Module Error: The name on the previous account must be provided as account_name.

Issue:

This error can happen for a few reasons:

  • Be sure customer name does not have any special characters (Ex: apostrophes)
  • Be Sure there are no extra spaces in customer name
  • Ensure there are no numbers in customer name.




Number not eligible to port


If you are porting to Tesix from another carrier and you receive this error, this means you are porting from a AT&T Carrier or AT&T themselves. Currently, porting from AT&T and it's carriers is not supported. You are welcome to activate your mobile device but porting a number from AT&T and it's carriers won't be supported.