FAQ - eq telecom

Who do I contact if I have trouble activating?
Don't worry, we're here to help! Contact our support team via phone, email, or live chat during business hours:
- Phone: 331-643-4328
- Email: customersupport@eqtelecom.com
- Live Chat: On our website
Hours: Mon–Fri: 8:00AM–6:00PM MST, Sat–Sun: Closed
How do I access and manage my account?

Just log in to your secure online account portal (or our mobile app) from any device. Once you're logged in, you can view your usage, change your plans, pay bills, and manage all your account settings in one place.
What can I do in my online account?
You can easily:
- View detailed usage for all lines.
- See your current plan details.
- Make changes to your plans.
- View billing statements and make secure payments.
- Update your contact information and payment methods.- Manage your account settings.
How does billing work? Are there payment plans for phones?
- Billing is simple and monthly, with no surprise fees. You'll receive a clear statement accessible via your online account.
- For device purchases, we partner with Affirm to offer flexible monthly payment plans to make phones more accessible. You can select this option during checkout.
How does eq help me manage my child’s digital safety settings?
Our approach focuses on built-in safety via the device and plan structure:
- Simple Phones: Inherently limit access to harmful content or excessive apps.
- Smart Start Data Plan: Automatic speed management helps guide usage with gentle speed limits. Location tracking remains prioritized for safety.
- Account Management: You control each child's plan type (Talk & Text vs. Data) via your account portal.
Are there long-term contracts?

No contracts here. All our plans are month-to-month. You can change or cancel your plan on a monthly basis without penalty. We believe in trust-based parenting and development of safe and gradual digital independence for kids. Which means we give you the flexibility to adjust plans as needed.
What are the plan options for kids?
We offer a thoughtful path:
- Talk & Text Plan: Perfect for starting out. Provides essential calls and texting with no data access (especially on our no Wi-Fi phones), keeping things simple and safe.
- Smart Start Data Plan: The next step when you're ready. This plan includes data with automatic speed adjustments to gently guide usage and keep location tracking prioritized.
Explore Kids' Phones & Plans on our home page to find the right fit!
Can I have different types of plans for different family members on one account?

Yes! Within a single eq account, you can have multiple plan types for family members. For example, one child can be on a Junior Starter (Talk & Text) plan while another is on a Junior Data plan. We designed our system to be flexible so everyone can have the plan that fits their needs under one bill.
What makes your kid phones “simple” or “less-addictive”?
- Phones: Our curated phones are intentionally designed with smaller screens and limited apps to help children focus on core functions like calling and texting.
- Distraction Control: Some models have limited app capabilities or no Wi-Fi to prevent endless scrolling, addictive gaming, and unrestricted internet access.
- Support from our plans: Start kids with basic Talk & Text plans. When they're ready, and before adding Wi-Fi, gradually add data via the Junior Data Plan to curb constant streaming/scrolling while keeping essentials active.
- Prioritized Safety: Even at the slowest speeds ('Unplug Data'), device location tracking is always prioritized on kids' data plans. It's about connection without compromise.
See Kids' Phones & Plans on our home page for more details.
Can adults use these simple phones too?

Absolutely. We strive to make our simple solutions available to everyone! If you like the focus that kids get, you can enjoy that clarity too by using the simple phones on any of our plans.
How does the automatic speed adjustment work on the kids’ Junior Data plan?

It's designed to be a gentle guide that starts with slow speeds (slower web browsing while too slow for games or video).The plan includes two speed levels like 'Junior Safety' and 'Junior Basic'.

With excessive data use, the speed automatically shifts to Junior Basic, a way to naturally stop online use without cutting data completely. This also ensures essential functions like GPS and calls remain active.
What can my child do at Junior ‘Safety’ vs. ‘Unplug’ Speeds?
- Junior Safety: generally allows for smooth basic browsing, but with speeds too slow for any effective streaming or gaming, making them a lot less appealing.
- Junior Unplug: significantly reduces web access, but is designed so parents always have the data they need to track the phones.
How do speed adjustments work for plans for adults? Can I customize the levels?

Adult plans operate similarly, shifting speeds based on usage. You can also customize the thresholds through the plan you select, to fit your goals.

And of course, important things like calls, texts, and location tracking always remain active, even at slower speeds.

See options in our Digital Role Models Hub
Why use speed adjustments instead of just cutting off data?

We believe gentle slowdowns are more supportive than a hard cutoff. With speed management, kids keep their safety features (like location tracking), and families avoid surprise overage fees.

It also serves as a real-time reminder to be mindful of screen time without completely shutting off service. In short, slowing down data a bit helps everyone stay aware and connected in a caring way.
Do you offer payment plans for phones?

Yes, we partner with Affirm to offer flexible monthly payments for devices, making phones more accessible. You can select this option during checkout if you want a payment plan for your new phone.

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