Frequently Asked Questions

Below are answers to many questions you may have. If your question is not listed, please contact our customer support team by email at ask@GTA.net or by phone at (671) 638-GUTV (4888).

What is GSM?

Global System for Mobile communications or GSM is an open, non-proprietary system that is constantly evolving. GSM began in 1982 as the European standard for wireless communications using digital information. One of its great strengths is the international roaming capability. This gives consumers seamless and same standardized same number contactability in more than 200 countries. GSM satellite roaming has extended service access to areas where terrestrial coverage is not available. GSM runs on different frequency bands for different regions: Asia Pacific 1800 MHz, North America 850/1900 MHz and Europe 900 MHz. Today, GSM is used by close to 1.47 billion subscribers in more than 210 countries and territories across the globe.

What does TDMA stand for?

TDMA stands for Time Division Multiple Access, a technique for multiplexing multiple users onto a single channel on a single carrier by splitting the carrier into time slots and allocating these on an as-needed basis.

What are the basic differences between TDMA and GSM technologies?

TDMA is the wireless platform that GTA currently provides. Although the TDMA technology is very capable and provides excellent wireless functions, it is a dated technology. The GSM platform is a hugely successful wireless technology and an unprecedented story of global achievement. GSM has become the world's leading and fastest growing mobile standard, spanning over 200 countries.

What should I consider in choosing between unlimited and limited wireless access?

In deciding which rate option to choose, the most important consideration is the amount of time the phone service will be used. Limited access is $30 per month, then $0.15 per minute whereas unlimited access is a flat rate of $50 per month. There is a $25 activation fee if you sign up for either of the limited or unlimited access service on a month-to-month basis. However, this activation fee is waived if a customer signs a two-year (24-month) term contract for either the $30 Limited or $50 Unlimited airtime plans and there is the opportunity for an upgrade to a GSM phone and service.

How do I set up my voice mailbox?

The first time you use MPULSE Voice Mail with your mobile phone, an automated attendant tutorial will assist you to set up your log-on security code, record your name and set up your personal greeting so you could access your voice mail features. Note: If you do not complete all the prompts, the system plays the prompts again the next time you access the mailbox.

What if I forget my password?

Call 644-4GTA to re-set.

What if I get 'lost' in the voice mail menu?

If you're "lost" in the Voice Mail System, use the Global Commands.

What is a Direct Inward Dial (DID) number?

The optional access number you can dial is 488-0000.
*96 fast key is also a number that can be used from most GTA phone service lines.

Can I check and access my voice mail from any telephone?

Yes. Checking your voice mail messages from a landline does not use your bucket of minutes and serves as a great tool to conserve minutes. You can access your messages from another wireless or landline phone not activated with MPULSE Voice Mail services. Dial the listed access numbers.

When you hear the greeting press the star | * | key.
Enter your MPULSE mobile number to include area code. Ex. 671-488-XXXX.
Enter your security code.
You are now in your mailbox. The system plays a series of options and its associated key commands.
You can access your messages from another wireless or landline phone activated with MPULSE Voice Mail services by dialing the listed access
numbers. When you hear the greeting press the | # | key and follow the steps below:
Enter your MPULSE mobile number including area code. Ex. 671-488-XXXX.
When you hear your greeting, press the star | * | key and enter your security code.
You are now in your mailbox. The system plays a series of options and its associated key commands.

What is SMS?

SMS or Short Message Service allows cell phone users to send and receive text messages up to 160 characters in length.

How much is text messaging?

Text Messaging is "Free for a limited time only!"

Does my phone support text messaging?

All MPULSE™ phones support SMS. If you are having difficulty with sending or receiving text messages, your handset needs to be programmed by either a CSR or the handset technician. Your account must also be provisioned with the SMS feature.

Can I send text messages to other carriers both locally and off island from my phone?

MPULSE subscribers can only text messages to other MPULSE users within the network at the moment. Intercarrier and international text messaging will be coming soon. However, MPULSE customers can email to any email address whether it's to a computer, or any device with email capabilities.

Is there a limit on the text messages I can receive?

Yes, text messaging is limited up to 160 characters.

How much does MPULSE charge for text messaging?

For text messaging within the MPULSE network between same users, there is no charge at the moment until further notice. We have not determined the fees for intercarrier and international text messaging at this time until the service is launched.

When will I be able to port my number?

May 2nd, 2006.

Will LNP allow me to move across the country or from island to island and still keep the same number?

No. The L in 'LNP' stands for 'local' which means that wireless subscribers are not entitled to move from Guam to the states, or even to Saipan for example, and keep the same number. The LNP rules apply only to keeping a phone number when switching providers in the same area, which means that if you currently have service that allows you extended coverage to other islands, that service may not be available should you decide to switch carriers.

Will I be able to port my pager number?

No. The ability to port your number applies only to mobile phones. Telephone numbers assigned to pagers are not portable.

Will I be able to port my pre-paid number?

It depends on the carrier from which you obtained your pre-paid number. If your previous carrier had registered your name and address with an account number, they will be able to validate ownership readily and allow the port. However, if your carrier does not have a registration process in place, it will take you some extra steps to have the number registered first with your former carrier and then, return to begin the porting process with your new carrier. We recommend that pre-paid wireless phone users first ask their carriers if they have a record of their account before starting the porting request.

Will I be charged for number portability?

Yes. The Federal Communications Commission (FCC) allows carriers to charge general fees to their customers to recover their system costs of providing wireless LNP. Carriers may include line item fees for LNP on their customers' monthly bills, or add the cost into the customer's monthly rate.

If I keep my wireless phone number, does that mean that I can keep my same wireless phone?

Probably not. Wireless carriers don't all use the same technology in their networks, so your old phone may not work on the new carrier's network. If you're switching carriers, you will probably have to buy a new phone when you switch carriers, even if you keep your phone number. Be sure to know what your options are before you make a decision to switch.

If I have an existing long-term contract with my existing wireless carrier, will it be affected by LNP?

Although consumers may switch carriers at any time, they are still obligated on any long-term service contract they may have with their current carrier. This may mean paying an early-termination fee to leave the carrier before the contract expires. We recommend that consumers interested in switching providers review their existing contract to determine what fees or charges would apply. If you have a one- or two-year contract, you may want to wait until the contract expires to switch in order to avoid paying fees.

So what steps should I take when I decide to port my number to a new carrier?

Be familiar with your existing contract and any fees you may incur for switching carriers.

Contact the new carrier of your choice, who will begin the porting process by sending a port request to the old carrier. DO NOT TERMINATE SERVICE WITH YOUR OLD CARRIER. IF YOU DO, YOU MAY LOSE YOUR NUMBER ALTOGETHER.

When contacting the new carrier, be sure to have a copy of your most recent bill. This will make the process much more efficient and a lot less time consuming because it will allow the new carrier to confirm your name and address with the old carrier. Otherwise, the information may not match up when the new carrier asks the old carrier to release your number, and this is likely to cause a delay. The new carrier may also ask for your written authorization to port the number. This will ensure that it is not being ported without your permission.

How long does it take to port a number?

In general, it will take up to 24 hours, but because all carriers have differing business hours, it may take up to 72 hours to port a number. {ex.one carrier has indicated in their business hours that they will not be accepting port requests over the weekend} We recommend that if you decide to port your number, ask the new carrier in advance how long this process will take before your number is activated.

Will number portability cause any problems with dialing 911?

During the time when the number is being ported from the old carrier to the new carrier, there may be a period when 911 service is affected. If you call 911 from your old phone during this period, the call should go through. However, the 911 operator may not be able to read your phone number or receive automated information regarding your location. This means that the operator probably won't be able to call you back if your 911 call gets disconnected. As soon as the port is completed, however, you will be able to dial 911 from your new phone and full 911 service will be restored.

Can I get more than one Family Plan under my name?

Yes you can. Some customers buy more than one Family Plan depending on their needs and usages. Each individual Family Plan will be charged independently.

I have a single line right now with MPULSE. Can I add another line and create a Family Plan with two?

Yes you can. You will be required to pay off any current balances on your existing line before you can convert your current line over to the Family Plan. Your existing line will be converted along with a new activation of a second line to complete the Family Plan of your choice. A new two-year contract will be required on both lines.

Is it possible to activate only one line on the Family Plan to utilize its benefits?

No. In order to activate a Family Plan, a minimum of 2 lines are required. You may at your choice add up to 5 lines maximum on one Family Plan. Lines 3-5 will incur an additional monthly charge depending on which Family Plan you are on.

How does the Unlimited Mobile to Mobile feature work?

Whether you are calling members within your Family Plan or to any MPULSE GSM subscriber on our network at ANYTIME, the call will be rated as an Unlimited Mobile to Mobile call! Unlimited Mobile to Mobile only applies to MPULSE GSM subscribers within our home network on Guam and will not apply when roaming off island.

How does the shared allotment of minutes on a Family Plan work?

Each Family Plan comes with an allotment of shared minutes. When any of your Family Plan members make calls Monday through Friday, the minutes of use are deducted from your allotment. The first 2 lines (up to 5) will share the allotment of minutes. If you call to any MPULSE subscriber on our network, these will be rated under the Unlimited Mobile to Mobile feature of the Family Plan. If you make a Long Distance call, you will incur a long distance toll charge according to the destination you call in addition to the minutes of use from your allotment. If a call is made to any other wireless carrier or landline this too will deduct from your allotment of minutes. If you exceed your allotment of minutes, an overage charge will be assessed to you per additional minute.

What if I am over my allotment of minutes and call long distance? How much will I be charged?

If you exceed your allotment of minutes, you will still be able to use your phone. However, we recommend you consult one of our Customer Service Representatives to evaluate whether this plan is suitable for you and your needs. If you are over your allotment of minutes, a charge of 35 cents per minute will be assessed to your account. If you make a Long Distance call, you will incur a long distance toll charge according to the destination you call in addition to the minutes of use at the 35¢ rate. For example, if you exceed your allotment of minutes and call Hawaii, you will be charged 35¢ (overage) in addition to the 10¢ (domestic long distance) for each minute used.

What is roaming?

Roaming is the ability to make and receive mobile calls and SMS when you're off the MPULSE GSM Network.

Can I roam with my current GSM Postpaid phone?

All MPULSE Postpaid phones are capable of roaming to the U.S. Mainland and Hawaii. However, you will have more flexibility in roaming on different networks using a tri-band or quad-band phone. Please call 644-4GTA to find out what type of phone you have.

Will all of my features work?

At launch, you will only be able to place and receive voice calls, send/receive SMS, and receive voicemail notifications. Data roaming is currently being discussed with our roaming partners.

How do I get my phone programmed to roam?

You will not need to do anything extra to activate roaming. All MPULSE phones are activated with the roaming feature. To ensure your phone roams automatically, be sure the network settings are set to "automatic". Refer to your handset user guide.

How can I make sure that I only roam when I want to?

Some GSM phones allow you to select the roaming setting on the handset to automatically find roaming outside the MPULSE service area. Many of these phones will also let you turn off the roaming feature. Placing the network settings to "manual" allows the user to control when roaming is activated as well as selecting from the available networks. Refer to your handset user guide.

How do I make roaming calls?

From the U.S. or Hawaii:

To dial a U.S./Guam number: hold down the "0" key until it changes to a "+", followed by Country Code, Area Code and 7 digit Telephone Number.

To dial an international number: hold down the "0" key until it changes to a "+", followed by Country Code, Area or City Code and Telephone Number.

How does someone on Guam call me when I'm roaming?

The caller places the phone call to you as he would normally call you, by dialing your 7-digit MPULSE number.

What are the charges for roaming?

The roaming feature itself is free. Roaming charges will only apply when you are outside the MPULSE home network. When roaming with your MPULSE phone, each call will accrue a roaming charge and possibly a long distance charge. Roaming charges are $0.45 per minute and long distance fees are dependent on the destination number. These rates are subject to change at any time. Please call an MPULSE Representative to verify most current roaming rates.

How will I be billed for roaming?

Roaming charges will appear on your MPULSE bill within 30 - 60 days and will be separate from your regular monthly charges.

Will I get voicemail when I roam?

You will be notified that you have voicemail messages while roaming. You can check your voicemail while roaming by holding down the 1 key or by dialing +1(671) 488-0000. Roaming and long distance charges will apply.

What other enhanced features will work while I am roaming?

Call Waiting, 3-Way Calling and Call Forwarding features can be used when you are roaming. The activation/deactivation codes are the same as when on Guam.

Mobile originating and terminating SMS

You will receive Voicemail notification.

Caller ID will not work while roaming.

How can I prevent roaming?

You can deactivate roaming services by calling a MPULSE representative at 644-4482 to deactivate the roaming feature.

Roaming Notification

Your MPULSE phone will display symbols and messages to indicate whether you're on or off the MPULSE network. Generally, you will see an "R", the word "roam", or the name of the visited network on your MPULSE phone when you are off the MPULSE Network. Refer to your phone's user guide for more information.

Why was I charged for a call that was not completed when I was roaming?

Your call was made using our roaming partner's network. Roaming charges were incurred even if the call was not completed.

Can I use the same number when I travel?

Yes, your number won't change while you're roaming.

Do I need a special phone to call international numbers from the US?

No. All you need to do is dial "+" followed by the Country Code, Area or City Code, and Telephone Number.

Will calls and voicemail I receive from home cost extra?

Both incoming and outgoing calls are billed at the determined roaming rate for the country you're in. You will not be charged when a voicemail is deposited into your voicemail box. Voicemail retrieval is also billed at the applicable roaming rate if you check your voicemail using your handset while roaming.

Can I receive international calls while Roaming? How much does it cost?

Yes. Incoming international calls cost the same as any other incoming roaming call.

What is the "+" key and how do I use it?

When you use the "+" key on your MPULSE phone, you don't have to know the international access code of the country you are calling from. That makes international long distance with MPULSE even easier than from your home phone. Different manufacturers have specific ways to access the "+" key, so make sure you know yours.

What is data roaming?

Data roaming is the ability to access data services such as receiving email and web browsing on your MPULSE handset while traveling abroad.

Can I use the data roaming service on any MPULSE handset?

Data roaming is offered on BlackBerry devices.

What countries are data roaming available?

Data roaming is available in the U.S. mainland and Hawaii. We will be expanding into international destinations in the near future.

Does my BlackBerry have to be configured before I leave off-island?

No. All BlackBerry devices have been preset for roaming. However, please ensure that your Network settings on the handset are set to "automatic" You can do this by selecting OPTIONS on your main menu, then MOBILE NETWORK. Verify that the NETWORK SELECTION MODE is set to 'automatic'. If it indicates "manual" select the option and make the change.

How can I contact a customer service representative if I'm having trouble with my device?

Please call our BlackBerry toll free hot line at 1-877-488-4482 if you encounter trouble with your data roaming while in the U.S. Your call will be directed to our MPULSE Call Center on Guam.

Will I need to purchase a SIM card from one of the carriers in the US?

No.

What does it cost to access my email when traveling to the US?

Data roaming charges are .05 per kilobyte. Charges are incurred for receiving, sending, and checking email, web browsing, and downloading of any other web based content or information.

Do I need to do anything different when creating an email message or responding to an email message?

Access to email and other data services are identical to how you access on Guam.

If email messages are pushed to my phone, will I be charged if I don't read the messages?

Yes. You will be charged the roaming rate for all messages pushed to your handset while in the U.S. mainland and Hawaii.

Can I avoid the charges by allowing only voice calls?

Yes. If you want to disallow data services, the GPRS feature must be removed from your account. This will remove all data features from being accessed both while roaming and locally. There is also a way to temporarily discontinue receiving emails on the BlackBerry handset. All BIackBerry devices are set to automatically receive email which constitutes as data usage. You may turn off and on this feature as you please. In the main menu select Messages / while the cursor is on a date not a message, select it/select Options /select Email Settings /change the "Send Email to Handheld" field to NO.