“UpFront” - “al Frente” FAQ's

Can a customer switch from Snap service to UpFront service?
Yes, stop by your nearest WestLink/Pioneer location, fill out a new subscriber form, pay for service and you are ready to go the 1st of the next month. You can keep your current number.

Can a customer switch from monthly service to the UpFront program?
Yes, stop by your nearest WestLink/Pioneer location, fill out a new subscriber form, pay for service and you are ready to go the 1st of the next month. You can keep your current number. The customer will be required to pay the first full month upfront. Service lines under contract can not change to upfront without contract cancellation charges.

Can a customer use their own phone for WestLink UpFront service?
Yes, you must bring your phone in for us to set up your “UpFront” account. Activations fees will apply to new accounts. We cannot setup the account without access to the phone.

Can an UpFront customer sign up for Phone Protection?
No the phone protection program is not available to UpFront customers.

Can an UpFront customer transfer their account to someone else?
Yes, the current account holder must sign the account transfer form. The new account simply fills out a new subscriber form an the transfer takes place.

Is the 30 day trial available with UpFront plans?
The 30 day trail is not available on the Upfront plan.

Can I make a payment with a credit card over the phone?
Yes you can make the payment in the WestLink network by dialing 611. Out of network you can call 800-360-7893. Please have your pin number available when making over the phone payments. Credit card payments can only be made during normal WestLink hours. 9am to 6pm Monday – Friday and 9am to 1pm on Saturday and Pioneer hours 8am to 5pm Monday-Friday.

Can a customer change from one UpFront plan to another?
Yes, plan changes take effect on the 1st of the next month. A new subscriber form is used to process the plan change.

What is required to setup roaming capability?
The UpFront plan with Messaging is required. Making at minimum upfront roaming payment of $10.00 and initialing a proration form. Roaming is charged at 15 cents per minute airtime and 8 cents per minute long distance. Applicable taxes and fees will also be charged.

Can “UpFront” customers use Auto Pay?
Yes following existing Auto Pay procedures.

How does the UpFront roaming actually work?
When you make an UpFront roaming payment, that money is posted to your account as a credit. Each call will be subtracted from that credit for roaming minutes, long distance minutes, taxes and fees. When the account balance hits $5.00 the roaming function will be shut off until another UpFront roaming payment is made. During the first 30days/prorated days, it is important that the customer understand that roaming could use upfront payments and result in roaming charges using up your monthly payment balance.

What happens to unused roaming advance payment money that I don't use on roaming?
UpFront roaming payments will stay on your account until they are used or until you cancel service or the account is deactivated after 90 days without payment. UpFront roaming payments can be used as payment to the account, but they cannot be refunded.

What happens when a customer does not make their advance payment on the or before the 26 of the month for next month’s service?

Text Message reminders will be sent before the next month bill cycle is run. On or about the 1st or 2nd business day of the month, the billing cycle will run and post balances due. This posting of the next month’s balance due will create a credit limit exceeded condition and service will be interrupted until a payment is made via ebill or via payment at any retail location. Customers will not have any options to make payment arrangements to extend service until a payment can be made.
The account will remain in our system for 3 bill cycle months without payments. The customer may reactivate their service anytime during that 3 month period by making payment in full for any prorated days left in the current month and the next months full service recurring.
After the 3 month courtesy period, A $30.00 reactivation charge will be charged. Prorated service for the current month and the next full month. The customer may elect to wait for the 1st of the month to restart service.

Will an UpFront customer receive any special consideration if they wish to change to a standard monthly contract account?
Yes, customers will receive credit score reward points after 6 months of continuous “UpFront” service and additional credit score reward points after 12 months of continuous service. These additional reward points can be combined with Pioneer Points.

Can I make international calls?
Yes, we can enable that function anytime with no monthly charges. Provide your WestLink Customer Service Representative with phone numbers you wish to call and we can provide you with the per minute rate. The per minute rate does not include taxes and mandated fees.

How will warranty repair be handled for UpFront customers?
Customers should contact the phone manufacturer for warrant service.

Nokia 1-888-665-4228 http://www.nokiausa.com/get-support-and-software/repair-and-recycle
Motorola 1-800-331-6456 http://www.motorola.com/us (then select consumer section)
Sony 1-866-766-9374 http://www.sonyericsson.com/cws/home?lc=en&cc=us
Samsung 1-888-987-4357 http://www.samsung.com/us/index.html