Frequently Asked Questions

Absolutely! The number transfer process begins when you place a new order, as we collect details about your prior service in order to facilitate the transfer for you. These details include account numbers, name as it appears on the account, and PIN number at a minimum. Email notifications will keep you up to date and advise you when your number has transferred to Telgoo5 and you can activate your new service!

Number transfers from a wireless carrier typically complete quickly, but in some situations can take up to 4 hours. If you are transferring a traditional home phone number to Telgoo5 then it could take up to 10 days to complete. In addition, carriers such as Verizon Wireless and AT&T may require additional confirmation before releasing their number to Telgoo5. If this occurs, Telgoo5 will pause the number transfer request until you are able to complete the steps necessary from your previous carrier.

Telgoo5 will keep you up to date with email notifications to advise you during your number transfer process. You can always login to your account online to view the status or re-submit a number transfer request after making corrections.

Telgoo5 is a prepaid wireless service which charges you a monthly recurring fee that must be paid each month on your cycle date for your services to continue. Telgoo5 also requires you keep a valid credit card on file to be used to collect your monthly service charges and for any additional optional services you use.

Managing your payment information is available online or via the Telgoo5 app at any time.

Telgoo5 The most common reason services may be interrupted are due to a missing monthly payment or performing activities that result in one-time charges that go unpaid when they are due. While Telgoo5 allows a brief window for your service to continue without payment to ensure your payment processes, we will suspend your service if prompt payment on due dates is not received.

If your service is suspended and it is related to payment, simply login to your account online or use the Telgoo5 app to make payment and your services will automatically restore. Telgoo5 recommends you ensure the correct card is on file before attempting to make payment and restore service.

Late fee of $5 where applicable and Restore Service fee of $20 when applicable may apply, in addition to your monthly recurring or one-time charges owed.

Your previous bills and payment history are available online or via the Telgoo5 app. When online only, you are able to download and save your previous monthly bills.

Usage is made available for the previous 90 days. Usage history is visible both by visiting your account online or via the Telgoo5 app.

You can request changes to your plan at anytime by logging into your account online or using the Telgoo5 app. All plan change requests will take effect the start of your next billing cycle.

Telgoo5 provides a limited number of mandatory notifications regarding your account and billing. We will also notify you of any security related changes made to your account or usage behavior that may affect your service. All notifications will be sent to the email associated with the account and/or via text message to the primary phone number on the account. Changes to your contact information can be made by logging into your account online or via the Telgoo5 app.

To view all previous or missed notifications, the Telgoo5 app keeps a record of all notifications that can be accessed by clicking the bell icon at the top of the app.

To cancel at any time, you must contact one of our Wireless Experts during operating hours. Please be aware that only the account owner can cancel service, any authorized users are unable to make cancellation requests. Requesting a cancellation will take effect immediately.

If you wish to keep your number and take it with you to another carrier, you must complete the number transfer request with your new carrier while your Telgoo5 number is still active. Once your number has successfully transferred to your new carrier, your service with Telgoo5 will immediately terminate. The account owner is responsible for any outstanding Telgoo5 charges or balances owed on your account.

Telgoo5 does not offer refunds for any unused portions of your monthly service charges.

Connectivity to the Telgoo5 network is determined by signal strength and quality, and your voice services and related experience can be affected in low signal areas. If you experience issues with voice or text messaging services, we suggest the following:

• 1. Ensure your phone software is up to date
• 2. Ensure airplane mode is disabled and you are not currently connected to other WiFi or Bluetooth sources
• 3. Turn your phone completely off and then back on
• 4. Check the coverage map and attempt connectivity again when in a stronger signal area

If your voice related services are performing as expected but your data services or picture messaging is impaired, Telgoo5 recommends the following:

• 1. Ensure your phone software is up to date
• 2. Ensure airplane mode is disabled and you are not currently connected to other WiFi or Bluetooth sources
• 3. Turn your phone completely off and then back on
• 4. Check APN settings on your device, save any changes necessary, and restart your phone:

  a. Name: Variable

  • i. APN: wholesale
  • ii. Proxy:
  • iii. Port:
  • iv. Username & Password:
  • v. Server:

  b. MMS

  • i. MMSC: http://wholesale.mmsmvno.com/mms/wapenc
  • ii. MMS Proxy:
  • iii. MMS Port: 8080
  • iv. MCC: 310
  • v. MNC: 260
  • vi. Authentication Type:
  • vii. APN Type: default,supl,mms,ia
  • viii. APN protocol: IPv4/IPv6
  • ix. APN roaming protocol: IPv4

At Telgoo5, the simplest way to learn how to navigate and operate your phone is to follow a step by step guide. Telgoo5 provides a guided tutorial for the most frequently asked topics ranging from simple setup, to complete activation assistance! In addition, guides will walk you through voicemail setup, email configuration, features, and much more!

To start your experience with Telgoo5 guided step by step tutorials, select Interactive Tutorials.

Additional high-speed premium data may be available to “top off” your existing metered data plan. Not all plans support this feature, we recommend logging into your account online or via the Telgoo5 app and selecting "Add More Data" for additional information.

When available, this additional 4G high-speed premium data amount can be added in 1GB increments. All top off requests will be immediately charged to the credit card on file with your account and will be made immediately available to use.

A limit of 20 top off requests can be made per line, per billing cycle.

Telgoo5 currently does not support 5G service on iOS devices. 5G service is currently supported on 5G capable Android devices only.

Hotspot is available as a feature of all Telgoo5 plans, check your subscribed plan for allowance amounts and speeds.

Activation of the hotspot feature in compatible devices is located within your phone settings, and will automatically configure with the Telgoo5 network where available.

International calling to other countries is available with all Telgoo5 plans. Calls to Canada and Mexico are included at no additional charge, terms and conditions along with acceptable use policies apply. Calls to other available countries are available for $0.99 per connected minute.

The International Calling page lists available country calling and texting locations along with any associated rates.

International roaming is currently not available with Telgoo5.

Voicemail is a feature included at no additional cost to all Telgoo5 plans. Accessing your voicemail may require either adequate signal for phone calls or connectivity to the internet if you using Visual Voicemail services. WiFi connection will allow you to use your Visual Voicemail.

If you are experiencing any issues accessing your voicemail, Telgoo5 recommends the following:

• 1. Ensure your phone software is up to date
• 2. Ensure airplane mode is disabled and you are connected to strong cellular or WiFi signal
• 3. Check that you can access other websites or data sources, and that you can successfully complete a call
• 4. Turn your phone completely off and then back on
• 5. Check that the SIM card active in your phone matches the one listed on your account

WiFi Calling is included at no additional charge with all Telgoo5 plans.

If you have a WiFi capable device, you must register your E911 address before you can use any WiFi calling capabilities. E911 address registration is completed in your phone settings after your service is active with Telgoo5.

Please note that when making WiFi calls, you are subject to the same terms and rates as regular cellular connected voice calls – including International call charges. Receiving calls and text message are included at no additional charge while connected to WiFi. Data while connected to a WiFi source is also not charged nor will count towards your monthly data allowance.

Try interacting with Quinn today by clicking on "Chat with an Expert" below! Quinn can handle your requests if you ask her a specific question, or she can guide you through the wirelessbrand.com website or My Account online. She can even send you links and other useful resources and resolve common issues you may run into!

Of course, Quinn will also direct you to our expert wireless technicians during our business hours. For support during our offline time or because of holidays or other events, Quinn may ask you if you want to create a case via email and request remote assistance to resolve your issue.

Telgoo5 experts are available for support in English or Spanish during the following timeframes: All times are Eastern Standard time unless noted. Holidays may impact normal hours of operation

• Chat Support with Telgoo5 experts

  Monday through Friday from 9AM to 9PM

• Text Message support at SUPPORT_PHONE

  Monday through Friday from 9AM to 9PM

• Weekend Phone support at +1 (646) 996-9297

  Technical support and Porting issues only
  Saturday 9AM to 9PM
  Sunday 10AM to 7PM

• Email Support via Quinn

  Available 24 hours a day, 7 days a week
  Next business day or sooner response times.