Welcome Aquis Communications Customers!

General Questions

How does my pager work?

When someone calls your 10-digit pager number, that call is received by a paging terminal over the same telephone network that carries your voice calls. The paging terminal recognizes the dialed pager number and generates a signal containing the code of a single pager and sends it to paging transmitters located in the service area by either wire or radio signal. The transmitters then send this signal to the pager. The subscriber is alerted by tone or vibration that a message has been delivered.

What should I do if the pager is not working properly?

Initially, you can perform a few simple troubleshooting steps to test your pager.
  1. Is your pager turned on?? Verify this by turning your pager off and then on. You should hear a beep or your alerting tone.
  2. Test your pager by sending yourself a page.
  3. Do you hear the standard greeting: "Please enter your area code plus telephone number followed by the pound (#) sign," "Please leave your voice or numeric message after the tone," or your custom greeting? (This helps determine the source of the problem.)
  4. If you do not receive your test page, check your battery. Is it inserted correctly? Also, check the strength of your battery and replace the battery if it is weak.

Still having a problem?

  • Are you in a location (basement, elevator, etc.) where your pager may not be able to receive the transmission? If you are surrounded by metal or in an area that is shielded by mountains or the ground, the transmission may not reach your pager.
  • Have you ever had problems receiving pages where you are located? If so, you may be out of the coverage area of your pager.

If your pager does not respond to your test page and you are sure the unit is on and the battery is working properly, please contact one of our customer care specialist by dialing 1-800-525-1134.

Will I be able to get pages while I'm traveling away from home?

Yes, if you are traveling within the coverage area that you have purchased. And, if you find that you frequently travel away from home, your service can be upgraded to include a broader coverage area or you may or add an optional service, such as DataMail, that will help you to receive all your pages. Just ask a customer care specialist about our optional services.

What is my pager's coverage area?

This is the area in which your pager can receive a transmitted signal from the paging transmitters located in your coverage area. When your service began, you signed up for a specific coverage plan. You may change your coverage area at any time by calling our customer care department.

Will my pager work everywhere within my coverage area?

American Messaging is committed to providing our customers with a very reliable network to ensure the highest level of service and support. However, you may be in an area where the transmitted signal cannot reach your pager, such as being underground, in a building basement/elevator, or in a location surrounded by mountains. Even some atmospheric conditions may also affect the signal transmissions and cannot be avoided.

How can I upgrade my service?

You may upgrade your service at any time by calling one of our customer care specialists at 1-800 525-1134.

What do I do if my pager is stolen or lost?

Please call Customer Care immediately. A replacement pager can be sent to you with the same number as the lost or stolen pager.

Additionally, you can receive loss protection (insurance) on a leased unit for a nominal fee. Call a customer care specialist at 1-800 525-1134 for more information.

Can someone page me via e-mail?

Yes, all of our alphanumeric and numeric devices have an e-mail address. The e-mail address for you is your 10-digit pager number followed by @aquispage.com. (i.e., 0123456789@aquispage.com).

Anyone can e-mail a message or phone number to you from their personal e-mail account or office e-mail system. If they do not have an e-mail account, but have access to the Internet, they can visit our home page http://www.aquiscommunications.com and select Send A Page to send an e-mail page to you.

Can I personalize my e-mail address?

Yes, a vanity name can be assigned as your e-mail address for an additional charge. Additionally, you can have that e-mail message or phone number also sent to your own e-mail account as a back up or for tracking purposes. Contact Customer Care at 1-800 525-1134 for more information or to request a vanity name.

Feature Questions: Voice Mail / Data Mail etc.

How do I get to my voice mail?

Dial your pager number.
During your greeting, press zero (0).
Enter your access code. The default access code is the last 4 digits of your pager number.

How do I change my access code?

Use these instructions to change your access code for any voice mail, data mail, or greeting/mailbox-only service.

Dial your pager number.
Press [1] + [7] while in message services.

What are all the user feature commands available in voice mail?

Press [1] + [0] while in message services.
Pressing [2] will delete the current message.
Pressing [3] will play messages from oldest to newest.
Pressing [4] will play messages from newest to oldest.
Pressing [5] will replay the current message.
Pressing [6] allows user to forward message.
Pressing [7] plays time and date message was left.
Pressing [8] will toggle absent status.
Pressing [9] will delete all messages.
Pressing [*] plays help message.
Pressing [#] disconnects the call.

What is Simple Message Forwarding and how do I use it?

This feature, available in all voice mail plans, allows you to forward a voice mailbox message to another subscriber in the same paging terminal. (Note: To find out if the number you'd like to forward a message to is located in the same paging terminal, contact a customer care specialist at 1-800 525-1134.) To use this feature:

Press [1] + [0] while in message services.
Pressing [6] allows you to forward message.

What is Advanced Message Forwarding and how do I use it?

This feature, available in all voice mail plans, also forwards a voice mailbox message to another subscriber in the same paging terminal. (Note: To find out if the number you'd like to forward a message to is located in the same paging terminal, contact a customer care specialist at 1-800 525-1134.) However, more options are available to you with Advanced Message Forwarding, such as prepending a message, recording a new message and appending a message. To use this feature:

Press [1] + [3] while in message services.
Pressing [2] restores original message.
Pressing [5] plays message.
Pressing [6] + 7 digits + [#] forwards message.
Pressing [7] allows user to prepend a message.
Pressing [8] allows user to record a new message.
Pressing [9] allows user to append a message.
Pressing [*] plays help message.
Pressing [#] disconnects the call.

What is Custom Greeting and how do I record my greeting?

This feature, available for all paging services, allows you to record a custom greeting that a caller will hear when dialing your pager number. To record your greeting:

Press [1] + [1] while in message services.
Pressing [3] + [0] starts recording.
Pressing [1] stops recording.
Pressing [4] + [0] plays back recording.

What is Absent Status and how do I activate it?

This feature, available in all Voice Mail and DataMail plans, allows you to temporarily disable your paging service. To activate/deactivate this feature:

Press [1] + [0] (VoiceMail Retrieval) or [1] + [4] (DataMail Retrieval) while in message services.
Pressing [8] will toggle Absent Status on/off.

What is DataMail Retrieval? and how do I use it?

This feature is available with either Standard or Standard Plus Voice Mail Plans and all DataMail Plans. This feature reads numeric pages back to the numeric pager subscriber. For a subscriber with an alphanumeric unit, the feature notifies the subscriber of a received alphanumeric page. To access this feature:

Press [1] + [4] while in message services.
Pressing [2] will delete the current message.
Pressing [3] will play messages from oldest to newest.
Pressing [4] will play messages from newest to oldest.
Pressing [5] will replay the current message.
Pressing [6] allows user to retransmit current message (see DataMail Retransmission).
Pressing [7] plays time and date message was left.
Pressing [8] will toggle absent status (see Absent Status).
Pressing [9] will delete all messages.
Pressing [*] plays help message.
Pressing [#] disconnects the call.

What is DataMail Retransmission and how do I use it?

This feature is available with either the Standard or Standard Plus Voice Mail Plans or one of the current DataMail Plans. The DataMail Retransmission feature resends a DataMail message to the user. To use this feature:

Press [1] + [4] while in message services.
Pressing [6] allows user to retransmit current message.

What is Message Sequence Number and how do I use it?

This feature is available with the Standard Plus Voice Mail Plan or the DataMail Plus Plan. This feature prepends an incrementing number from 1 to 32 to each page sent to the subscriber. You know when you've missed a message by a jump in the number sequence! To use this feature:

Press [1] + [0] (VoiceMail Retrieval) or [1] + [4] (DataMail Retrieval) while in message services.

  • When forwarding a Voice Mail message, you can select the specific message you would like to forward by selecting the associated sequence number
  • When retransmitting a DataMail message, you can select the specific message you would like to retransmit by selecting the associated sequence number.

What is Page Forwarding and how do I use it?

Available with the Standard Plus Voice Mail Plan or the Data Mail Plus Plan, this feature allows all calls to be forwarded to another subscriber in the same paging terminal. (Note: To find out if the number you'd like to forward a message to is located in the same paging terminal, contact a customer care specialist at 1-800 525-1134.)

The subscriber receiving the forwarded call must have a Voice Mail Plan. Up to four forwarded messages will be accepted by the system after which the caller will be disconnected. To use this feature:

Press [1] + [6] while in message services.
Pressing [6] + 7-digit number + [#] will identify the number that will receive the forwarded calls.
(The system will prompt the user to re-enter the number for verification.)
Pressing [3] will cancel page forwarding.

What is Repeat Page?

This feature, available for all paging services, will repeat each page sent to the subscriber once.

What is Page-Until-Pickup?

This feature requires a Voice Mail Plan. Once a Voice Mail message is left for the subscriber, the system will page the subscriber every 15 minutes for 5 hours until the Voice Mail message is retrieved.

What is Cascade Page-Until-Pickup?

This feature requires a Voice Mail Plan, an Extended Group Master number and Group Members to be programmed. This feature allows an Extended Group Master number (not programmed to a particular pager) to page its Group Members, one at a time in succession, with a Voice Mail notification until one of the Group Members retrieves the message.

What is an Extended Group Master number?

This is a pager number that is associated with a group of pager numbers and is not programmed to any pager. It is used for the Cascade Page-Until-Pickup feature.

What is Message Board Service?

This feature allows a number to be programmed to simply play a greeting or announcement to a caller. The number is not programmed to a pager.

What is Mailbox Only Service?

This feature allows a number to be programmed to play a greeting and allows the caller to leave a Voice Mail message. The number is not programmed to a pager.

Billing Questions

When is my payment due?

Your payment is due upon receipt of your invoice.

What types of billing options are available?

You may pay monthly, or you may pre-pay quarterly, semi-annually or annually.

How can I make a payment?

We offer different payment options for your account:

Invoice - Upon receipt of your invoice, send a check, money order or fill out the credit card information on the remittance section of your invoice.

Automatic Credit Card - You may have your payments automatically charged to your credit card. American Express, VISA and MasterCard are accepted for payment.

Pay by Phone - You may call one of our customer care specialists at 1-800 525-1134 to make a payment either by credit card or by check.

Online - You may visit our web site at http://www.aquiscommunications.com to login and review your account as well as make a credit card payment. American Express, VISA and MasterCard are accepted for payment.

How long will it take to post a payment to my account?

The time it takes to post a payment to your account depends on the method of payment.

Invoice Method: If the invoice is sent to the requested remittance address, your payment should post to your account 3 - 5 business days from the mailed date.

Automatic Credit Card: Generally, your payment is posted the next business day.

Pay by Phone: Your payment is posted to your account 2 business days from date of payment.

Online Payments: Payments made before 7:00 AM Eastern time are posted the same business day. Payments made after 7:00 AM will post the next business day.

When will I see a credit on my account?

Most requests for credits go through an internal approval process. Please allow 1 to 2 billing cycles for any requested credits to appear on your invoice.

What is Loss Protection (insurance) and what does it cover?

Our Loss Protection Plan limits your liability for any single lost, stolen, or destroyed pager that you are currently leasing. Your account must be paid and current in all financial obligations to qualify.

Loss protection does not apply in cases of carelessness, nor for multiple or recurring claims. Multiple or recurring claims may be deemed a bulk loss, for which Loss Protection is not applicable.

What is Maintenance and what does it cover?

For a nominal fee, maintenance service is provided by American Messaging for those customers who own and maintain their pagers. This service covers labor and parts required to repair or replace, at American Messaging's option, customer-owned pagers that have become defective through normal usage. This service does not include replacement of cosmetic parts, batteries, battery closures, or damage due to leaking or defective batteries. It also does not include repair or replacement of pagers that have become defective from such causes as accidents, physical abuse, carelessness, or water damage, as well as lost or theft.

Maintenance service is applicable only when the customer is paid and current in all financial obligations to American Messaging.

What is a Prorate Charge?

A prorate charge may either be a charge or a credit for a partial month of service. If a customer is starting service between an invoice cycle, their initial invoice will reflect a prorate charge for the number of days for which they actually had service during that month and the normal charge for the upcoming full month of service.

Please explain the miscellaneous charges that appear on my invoice.

The below charges/fees are the most commonly listed on a customer's invoice.

Administrative Charge - An administrative charge is assessed only when a leased pager is not returned within the allotted return period after receiving a replacement unit, as outlined in our policy.

Reconnect Charge - This charge is assessed for reconnecting pagers due to service suspension and/or termination of service for nonpayment.

Repair/Damaged Pager Charges - Upon the return and inspection of leased pagers, charges may be assessed for damage to the pager that is deemed above and beyond normal wear and tear.

Set-up Charge - This charge is the normal charge assessed to activate a new pager and service.

Unreturned Pager (UNR) Charge - If a leased unit is not returned to American Messaging, the customer will be invoiced for the current value of the unit.

Overcall Charge - Based on specified contractual amounts, charges are assessed for the number of calls above those amounts.

Universal Service Fund - This is the charge associated with the 1996 Telecommunications Act which expanded the traditional definition of universal service (rapid, efficient, nationwide … communications service with adequate facilities at reasonable charges) to include rural health care providers and eligible schools and libraries.