General Customer Care Questions print this page

To understand why Hawk Electronics is continuing to bill Federal Excise Tax after August 1, 2006, please view:

Why Hawk Collects Federal Excise Tax

What is the Prorated Access charge on my bill?

This charge is for the days of access to the network used from the date of activation to the first date of your billing cycle. The reason for this is due to your service may not be established on the exact start date of the billing cycle that your wireless number is assigned to. This charge will only appear on your first bill.

What is Direct Bill Access?

This is your monthly charge for access to the network based on the rate plan that you selected. This charge will appear every month on your bill. This charge is for the next month in advance.

What is an Activation Fee?

An activation fee is a one time charge for activation of your wireless service. For a main line the activation fee is $36.00 and a family talk activation is $26.00 in North Texas and $18 in South Texas per line. This is a one time charge per line.

How do I contact you?

Hawk Customer Care

Why isn’t my device working?

First, make sure your device is turned ON and your battery is charged or other power supply is functioning properly.

Secondly, make sure that the area you are calling from provides wireless coverage and a good wireless signal.

Third, make sure you are dialing correctly.

Ongoing technical problems can indicate a problem with your wireless equipment. If a problem persists, contact the nearest Hawk store or authorized agent who activated your service to request a diagnostic check. All wireless devices sold by Hawk have a manufacturer’s 12-month warranty from date of purchase.

If you have just received your wireless device and need to activate, first power cycle your device (turn your device off then power back on) to force a registration of the device on the AT&T network. Then contact the Hawk store or authorized agent who activated your service, if the device is still not working.

How can I upgrade/replace my existing device?

Wireless technology is rapidly changing and improving. Hawk understands your need to utilize the latest technology with your wireless service. Hawk is happy to assist you in the process of choosing and activating a new device on your line of service. Check if you are Eligible to Upgrade?

NOTE : Certain restrictions and fees may apply.

Please contact our Customer Care Call Center at 800-329-4295 or the nearest Hawk store, authorized agent or Contact Us to verify eligibilty. T o reach the Customer Care Call Center - 1-888-525-3421, Metro 817-654-6600 or *PCI (*724) FREE from your wireless device.

What should I do if my phone is lost/stolen?

If your device is lost or stolen, Contact Us or Customer Care at 1-888-525-3421 or Metro 817-654-6600 promptly to suspend your wireless service, and protect yourself against unauthorized charges.

NOTE: You are responsible for any charges incurred until the device has been reported lost / stolen to Hawk Customer Care.

Then please report the loss or theft to the Police Department in the municipality where the loss or theft occurred and obtain a Police Report Number. You will needa Police Report Number to file a wireless insurance claim.

Lost/Stolen/Damaged Handset Insurance

Customer Care Related Links

First Bill Explained

Understanding Your Bill

Types of Rate Plans

Rollover Information

FCC Do Not Call Registry

Billing Questions

Wireless Basics

Wireless Acronyms

International GSM Roaming

Satisfaction Guarantee

Return/Refund Policy