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FAQ | Wireless



1. What do I do if I have no network signal?
2. I have dropped a call that I was on and had to redial, why did this happen?
3. Why can I not send picture messages?
4. Why should I take the battery out when rebooting my phone?
5. Why am I unable to connect to the Internet?
6. How do I setup my voice mail?
7. How do I download a ringtone or wallpaper for my phone?
8. I’ve damaged my phone and now it doesn’t work, what do I do?
9. Can I buy insurance for my phone?
10. My phone is locked and asking for a PUK code, what do I do?
11. I forgot my pattern lock and now I am locked out of my phone from too many attempts.
12. What is a SIM card?
13. How do I know if I’m using wifi instead of my data minutes?




1. What do I do if I have no network signal?

With Mosaic’s nationwide coverage and business affiliations with other providers for Mosaic’s customers ability to retain services, the most likely issue if a phone has no signal has to do with the phone itself and it’s best to check with the settings on the phone. All phones have the ability to automatically search for best carrier at their location as well as perform a manual search for a network. The best option is to ensure that your phone is selecting the network; automatically therefore as you travel, the phone will pickup the best available signal. Consult the operators manual or manufacturer’s website or go to Mosaic’s website for documentation about your specific model phone for assistance on making sure your phone is on automatic network selection. As an example, with Android operating systems, if you select a specific network, the phone will not pickup a different providers network even if that selected network runs out of service.

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2. I have dropped a call that I was on and had to redial, why did this happen?

There are many reasons that a call may be prematurely interrupted. Cellular telephone service works with radio frequency much like traditional broadcast radio stations. Unfortunately radio frequency service is not an exact science and a number of factors go into the development of the services. Weather related issues, other electrical interference from devices, the geography and terrain of the area (i.e. hills, trees, water, etc.).

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3. Why can I not send picture messages?

It is always best to first ensure you have subscribed to some type of Internet service on your phone and that Internet service is configured correctly. If you have no Internet service on your phone, contact our Technical Support for assistance at 800-306-9498 in getting Internet service properly configured for your phone. Mosaic Telecom has partnered with Industry leaders in handling the routing and processing of data messaging services and our Technical Support team can assist in troubleshooting your phone and contact these business partners to help identify why these messages are not reaching your intended destination correctly.

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4. Why should I take the battery out when rebooting my phone?

In many models of phones, pressing the power button on a cell phone when the power is on is simply putting the phone into a hibernated or sleep mode like on a computer. If the phone is experiencing some difficulty, removing the battery and putting it back ensure that the operating system (OS) of the phone is reset and phone will reload the applications and reset its settings.

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5. Why am I unable to connect to the Internet?

First ensure that you’ve subscribed to one of Mosaic Telecom’s data packages. If you’re unsure whether or not you have data services, please contact a Sales Associate at one of our offices. If you have data services, please review your APN settings on your phone. APN stands for “access point name” and in that configuration area of your phone, the settings must be correct for Internet services to work properly. If you’re unsure of where to check for those settings on your phone, consult the manual of the model phone you have through either the manufacturer’s website or Mosaic’s website by clicking here.

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6. How do I setup my voice mail?

Setting Up Your Voice Mail For The First Time:
- Dial the appropriate access number or hold down the #1 key on your mobile phone. Enter your mailbox number, which is your 10-digit telephone number. Enter your password (default is 0000). Press #.
- From the Main Menu, select 9 for the Set-up Menu.
- Press 1 to record your greeting.
- Press 2 to change your password from the default 0000 to a 4 digit number of your choice. This will protect your mailbox from others accessing your messages.
- Please note: Pressing the * key will back you up one menu level. It is necessary for you to press the # key after recording. End your call. Your voice mail is now set up.
Calls will be transferred to your voice mail box if you:
- Do not answer the phone, are already on a call, or ignore a call waiting tone.
Retrieving Voice Mail:
- A voice mail icon will appear on the top of your main screen to indicate there is a voice mail message. Notifications may differ based on your phone model.
To access your voice mail, hold down the #1 key on your phone.
Press 1 to listen to new messages. Press 2 to listen to saved messages. Press * to return to the main menu
Retrieving Voice Mail away from home:
- Dial your cellular telephone number.
- While your voice mail greeting is playing, Press #.
- Enter your password.
Press #. Any new messages will play at this time.
Follow the prompts.

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7. How do I download a ringtone or wallpaper for my phone?

Open the web browser on your phone. From your handset, go to http://home.mosaicmobile.net. Select the ringtone/wallpaper etc. and Buy It. It will automatically begin downloading to your handset and you will be billed on your monthly service bill.

If you have an Android phone, you can also visit the Android Market to purchase apps, ringtones, games, etc…

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8. I’ve damaged my phone and now it doesn’t work, what do I do?

First please check to see if you have purchased insurance for your phone or contact a Sales Associate at any of our locations for assistance at 800-924-3405.

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9. Can I buy insurance for my phone?

Mosaic Telecom does offer a Wireless Protection Program that covers most cases of phone loss, theft, water damage, fire and vandalism. This plan covers items that are not covered under your manufacturer’s warranty.

For only $5.95 per month your phone, standard battery and standard home charger will be covered. Deductibles will vary based on model of phone. For more information, please contact a Sales Associate at 800-924-3405.

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10. My phone is locked and asking for a PUK code, what do I do?

Call Mosaic Technical Support for assistance in resolving this issue at 800-306-9498.

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11. I forgot my pattern lock and now I am locked out of my phone from too many attempts.

The make/model of your phone will determine the resolution to this problem. Please contact Mosaic Technical Support for assistance at 800-306-9498.

If you have an Android phone, you will be prompted for a password. This is your gmail or Google account password that was used to setup your phone.

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12. What is a SIM card?

A SIM card is an electronic chip that stores information about your cellular service and dictates the cellular networks you are authorized to use. Examples include, whether or not you have voicemail, data, or international calling restrictions.

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13. How do I know if I’m using wifi instead of my data minutes?

If you have a smart phone that comes with the wifi feature, you will have to turn on wifi in the wireless and network settings of the handset and select a wireless network to connect to in your area before you can begin using wifi. Once these steps have been completed, you are connected via wifi and your phone will display a wifi icon (this icon will vary based on phone model) on the notification bar at the top of your screen.

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