1. How do I find the nearest store or kiosk?
Look for our store locator list in our Internet site.
2. Can I change my actual phone for a different model?
Yes, you could change your phone for a different model. There are many options based on your contract terms and your actual phone model. Restrictions may apply. For more details, please visit one of our stores or kiosk or call 787-717-9500 or submit your request through live online help.
3. What happens if my unit is lost or stolen?
a) No Worry Plus Protection program
• If your Centennial cell phone, wireless modem card or fixed telephone (HomePhone/BusinessPhone) is lost or stolen, call our Customer Service Department at 787-717-9500 and request the temporary cancellation of your service.
• If you have the protection program against loss or theft, report the incident at your local police station and obtain a police report number. The report number must be presented when replacing your unit. A $49.00 non-refundable deductible is applied.
• You have up to 60 days to request your replacement.
• The operating hours for replacement request are those from the insurance company lock\line.
b) If you don't have the protection program No Worry Plus
• If your Centennial cell phone, wireless modem card or fixed telephone (HomePhone/BusinessPhone) is lost or stolen, call our Customer Service Department at 787-717-9500 and request the temporary cancellation of your service.
• If your unit is a rental, you will be charged the listed price of the unit and you'll receive a replacement.
• If you bought the unit, you can buy a new one by visiting one of our establishments. Restrictions apply.
4. What does the No Worry Plus Protection Program cover?
Protect your cell phone or wireless modem card from any possible problem+.
The protection program No Worry Plus offers complete coverage at a low price, only $4.99 a month per unit. The program offers:
* No Worry Plus Protection Program- it covers your equipment if stolen, liquid damaged (does not cover mechanical or electrical failure, intentional or cosmetic damage). The program is subscribed to Continental Casualty Company, a CNA company, for Centennial clients. For more details regarding the No Worry Protection Program, please see the brochure.
* Warranty Plus- covers your mobile equipment in case of mechanical or electrical failure, resulting from manufacturing damages or from normal wear and tear, (it does not cover loss, theft, liquid or intentional damage). For more information regarding this coverage, please refer to the Warranty Plus brochure included here.
With No Worry Plus Plus, you will have protection for your mobile equipment in case of loss, theft, malfunction/damage or defect.
+ lock/line manages the program which is subscribed to Continental Casualty Company, a CNA company, for Centennial clients.
lock/line is an authorized dealer of Continental Casualty Company, a CNA company.
The participation and award in the program is at discretion of lock/line and/or CNA. Please send any question related to this insurance to lock/line at 800-779-1568.
No Worry Plus protection program does not cover:
• Cosmetic damages, broken display not affecting the normal operation of the unit, changes caused by the alteration or loss of color or texture or inherent design defects to the Insured Property.
• Any intentional damage caused by the user.
• Intentional damage.
• Replacements or repair by non-authorized agents.
• Units from other manufactures or providers.
• Accessories only claims.
lock\line operation hours:
lock\line hours vary based on the changes in time in the Unites States.
Following are lock/line operational hours according to the time in Puerto Rico:

• From the first Sunday of April until the last Saturday of October:
Monday - Friday - 8am to 8pm
Saturday - 10am to 7pm
Sunday – 12am a 9pm

•From the last Sunday of October until the first Saturday of April:
Monday - Friday - 9am - 9pm
Saturday - 11am - 8pm
Sunday - 1pm - 10pm
How can I get the No Worry Plus Protection Program?
Go to any of our locations and one of our service representatives together with lock/line reps will evaluate your Centennial unit for registration in the program. There is a monthly charge per unit is $4.99.

5. How do I know if my wireless service is 100% fraud resistant?
Code Division Multiple Access (CDMA) technology makes unauthorized reception difficult because it transmits the information over higher frequencies than the reproduction trackers used for fraud.
In addition, every conversation is encrypted by using approximately 4.4 trillion unique codes randomly assigned and simultaneously transmitted.
6. How do I read my bill?
• In the first page of your bill you'll find as summary of your account history; charges on your previous balance, submitted payments, adjustments or credits, current charges and your account balance, at the closing of the cycle.
•The second page includes a description on how to read your telephone statement.
•In the third page you will find a detailed summary of your fixed monthly charges (if applicable), a summary of used minutes, long distance and 411 charges (if applicable) and taxes.
•If you are subscribed to receive a detailed list of your calls, you'll see it in the subsequent pages.
7. How can I get my account balance?
a. You can access our online invoice service.
b. You can dial *729 form your unit. The system will request an access code (usually the last 4 digits of the account's owner social security.) If you wish to change your access code, contact our Customer Service Department at 787-717-9500.
8. The access code I use to get my account balance is the same as the one I use when retrieving my voice mails?
No. Usually the access code is the last four digits of the account's owner social security. If you wish to change your access code, contact our Customer Service Department at 787-717-9500.
9. What are the available forms of payment?
• Cash
• Check or money order
• Travelers checks
• Credit card (SEE NEXT QUESTION)
a. Visa
b. Master Card
c. American Express
10. How do I make a payment with credit card?
For credit card payment, only register the card at any of our establishments. As soon as the card is registered you will be able to pay by dialing *729 (go to question 8) from your unit or by accessing our online invoice service "EBILL". The credit card must meet the following requirements:
•Embossed account number for imprint.
• The card must have a security code (see next question)
11. How do I know if my credit card has a security code?
•In credit cards like Visa and Master Card the security code is usually located in the back; in American Express, the security code is located in the front upper right corner, above the account number.
12. Where can I make my payments?
• By mail: PO BOX 71333, San Juan, PR 00936-8433
• By dialing *729, requires registration of credit card.
• Online invoice service "E-BILL" (requires credit card registration.)
• PC Banking
• Telebanking
• All branches of Banco Popular de Puerto Rico
• In any of our stores or establishments.
13. How do I add additional units to my account?
For additional units contact your sales representative or visit any of our stores or call our Sales Department at 787-717-9500 and choose option 2 from the voice menu.
14. ¿What's the difference between HomePhone and BusinessPhone?
Homephone is the term used for residential plans and BusinessPhone is for commercial customers.
15. Can I use my HomePhone/BusinessPhone like a cell phone?
Centennial's fixed telephones have been designed for fixed use, not as mobile units. Using a HomePhone/BusinessPhone as a mobile unit will result in higher charges per minute ($0.60) in every outgoing/incoming call.
16. What happens when an incomplete call message shows up in my display?
An incomplete call message shows up in your telephone's display when a cell serving the area is at maximum capacity when the call was made or when you are travelling with your phone outside the area of coverage. In any case, the system does not process the call and you will not be charge.
17. How do I know when my telephone phone is not receiving signal?
To know the signal reception of your telephone phone look at the upper left part of the display. If not, the reception bars will indicate the reception. Four bars indicate the strongest signal reception.
18. What causes the message "call ended" or "lost call" to appear in the display of my telephone phone?
A lost call occurs when a user is out of the area of coverage or when entering an area where the capacity of the antenna is at its maximum.
19. Is it possible to program the retrieval of my voice mails into one easy access key?
Yes, you can program access to your voice mailbox in one easy access key. The instructions may vary depending on the model of your telephone.
20. How do I retrieve my voice messages from my phone?
To retrieve voice messages from your telephone phone dial:
• (*) (8) (9) and press SEND.
• Interrupt the greeting by dialing (*).
• Enter your secret code number (4 to 15 digits) and wait for the system to accept it.
• Press 1 to listen to your messages.
•The system will assist you by providing additional voicemail options.
21. Can I access my voice mailbox from another telephone?
Yes. To retrieve your voice messages from another telephone follow these instructions:
• Dial your unit's number, including area code.
• Interrupt the greeting by dialing (*).
• Enter your secret code number (4 to 15 digits) and wait for the system to accept it.
• Press 1 to listen to your messages.
•The system will assist you by providing additional voicemail options.
22. How do I forward calls from my telephone phone to another number?
To forward calls from your telephone phone to another number you have the following alternatives:
•No reply call forward – if the call is not answered prior to 8 rings on your telephone phone, the call will be forward to the programmed number:
a) Dial (*) (7) (1)
b) Dial the number you want to forward your calls to (10 digit)
c) Press SEND
d) Wait for confirmation tone
To deactivate this option:
a) Dial (*) (7) (3)
b) Press SEND
• Immediate call forward – the call will be instantly forward to the programmed number, without your telephone ringing:
a) Dial (*) (7) (2)
b) Dial the number you want to forward your calls to (10 digit)
c) Press SEND
d) Wait for confirmation tone
To deactivate the service:
a) Dial (*) (7) (3)
b) Press SEND
NOTE: Remember that when forwarding your calls to another number you are making and receiving a call at the same time. Therefore, airtime charges plus any other applicable charges are incurred for calls forwarded via the wireless network depending on your rate plan and the promotion of your unit.
23. How can I forward calls from my landline telephone or from other telephone to my telephone phone?
You will have to verify the availability of the service with the other carrier then follow the call forwarding instructions accordingly. The calls will reflect in your statement as received calls, with the applicable charges from your rate plan. Centennial de Puerto Rico is not liable for charges that may incur from service or minutes consumption in your telephone phone as result of call forwarding.
24. How can I make a three-way conference call from my telephone phone?
While connected to a call, place a new outgoing call to another number and press SEND twice. The three lines will connect.
NOTA: Remember that when conference calling from your telephone phone to another number, airtime charges will incur in both calls based on your rate plan and applicable promotions.
25. How do I read my text messages from my telephone phone?
Select the ENVELOPE button to retrieve numeric messages. Select the TEXT option to read messages in your display.
26. How do I know if my phone is low on battery?
Look for a battery symbol in the right side of your display. Four bars indicate full battery charge. The phone will sound when the last bar starts to empty and it will sound many times before shutting down completely.
27. What does the "R" (ROAMING) means in my unit's display?
The "R" in your screen means that you are receiving service from another provider.
•If you are in Puerto Rico, you could be billed for non-authorized charges; therefore you should reprogram your unit to prevent these charges. reprogramming could be temporary or permanent.
a.To reprogram temporarily you'll only have to turn off and turn on your unit.
b. Permanent reprogramming of your unit varies based on your unit's model.
28. Can I make calls from my Centennial phone when I travel outside Puerto Rico?
You can make or receive calls from your Centennial telephone when you travel to many cities in the continental United States, Canada and the Dominican Republic. Just dial 1 + area code + telephone number to make the call. Roaming charges apply.
NOTE: Remember that when you are ROAMING, you are using another network, that's the reason you will be fully charged for airtime. Special promotions such as no charge for incoming calls, free nights and weekends, Centennial-to-Centennial, minutes plan or any local rate or promotion does not apply for other networks. Centennial de Puerto Rico is not liable for the service rendered by other providers.
29. Can I use my phone when travelling to the US Virgin Island (USVI)?
Yes. You can use your Centennial unit when travelling to the USVI. There will be no additional service charges for these calls nor roaming applicable. The calls will be deducted from your minutes plan. Long distance charges and taxes may apply.
30. How can I get the user manual for my unit?
To get the user manual of your unit visit our phone models section.
31. What's the long distance rate from my unit?
Minutes used in long distance calls are deducted from your minutes plan. Long distance calls rate may vary based on the destination of the call.

1. The rate for long distance calls to the continental United States is US $0.15 per minute. If you call on a frequent basis to the United States, check our offers.