Help & Support

Frequently Asked Questions How do I set up my voice mail? I forgot my My Pinecrest PIN. Will my phone work in Puerto Rico with IslandRoam? When is my bill due and how can I pay? How are minutes counted? I have poor reception. What can I do? How do I send a text message? How do I cancel service? How do I use Pinecrest Mobile Web? My phone was lost or stolen!

Contact Customer Care From your Pinecrest phone: dial 611 From any other phone: 1-800-555-0177 Hours (Eastern): Mon-Fri 7 a.m.-11 p.m. Sat 8 a.m.-8 p.m. Sun 9 a.m.-6 p.m. E-mail us »

How do I set up my voice mail?

Press and hold the 1 key on your phone. Follow the prompts to record your name and greeting and choose a 4-digit password. To check messages from another phone, dial your 10-digit Pinecrest number and press * when you hear your greeting.

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I forgot my My Pinecrest PIN.

Call Customer Care at 611 (or 1-800-555-0177 from another phone). After we verify your identity we can reset your PIN. For your protection we can't e-mail PINs.

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Will my phone work in Puerto Rico with IslandRoam?

Look for the IslandRoam Ready label on our phones page. If your phone is dual-band digital you're probably set — call 611 and we'll confirm. Then add IslandRoam to your account before you travel.

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When is my bill due and how can I pay?

Your due date is printed on the front of your statement, about 20 days after your billing date. You can pay online in My Pinecrest, by mail, by phone (dial 611) or at any Pinecrest store.

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How are minutes counted?

Airtime is billed in one-minute increments and rounded up. Calls to voice mail and toll-free numbers use minutes. Night & Weekend minutes apply 9 p.m. to 6 a.m. weeknights and all weekend, based on the time your call starts.

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I have poor reception. What can I do?

Try moving near a window or outdoors, raising your antenna if your phone has one, and making sure your battery is charged. Check the coverage map — and if the problem persists, call 611 to report a coverage problem.

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How do I send a text message?

From the phone menu choose Messages > Write message, type your text (up to 160 characters), enter the 10-digit number and press Send. You can also send messages from My Pinecrest.

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How do I cancel service?

Please call 611. Early termination fees may apply if you cancel before your agreement ends.

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How do I use Pinecrest Mobile Web?

See our Mobile Web page for setup instructions. Your phone must have a WAP browser (look for the Services menu).

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My phone was lost or stolen!

Call 611 immediately so we can suspend service and protect you from unauthorized charges. If you have Handset Protection we'll help with a replacement.

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