frequently asked questions

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Account Information

  • How do I check my account balance?

    You can check your balance via the MyALIV app on your phone, bealiv.com, calling 611, and using the short code *201#.
    You can also call our care team on 1 (242) 300-2548.

  • How do I check my data usage?

    You check your data usage on the MyALIV app and on bealiv.com. You can also call our care team on 1 (242) 300-2548.

  • How do I check my minute usage?

    You check your minute usage on the MyALIV app and on bealiv.com. You can also call our care team on 1 (242) 300-2548.

  • Is there a limit to the number of devices that a customer can have on their account?

    Your phone number is your account, and there are no limits to the number of phone numbers you can have.

ALIV App

  • How much will the app cost?

    The MyALIV app is free, and it will already be installed on all ALIV devices. You can also download the MyALIV app from the Google Play store and the Apple store.

ALIV Services

  • Do you have a program for loyal customers?

    We are focused on ensuring that our customers benefit from the best value in consumer plans and we have built plans that truly reward our customers’ loyalty.

  • What type of services does ALIV offer?

    We are selling contract-free consumer plans to suit every pocket from our launch. In early 2017, we will launch business plans with contracts.

  • Does ALIV offer data?

    Yes. There are generous data allowances included in all our consumer plans. We understand that data is extremely important for our customers and have built our suite of plans around this.

  • How do I purchase a plan?

    You will be able to buy plans via the myALIV app, on your phone, bealiv.com, calling 611, and visiting the store. You can also call our care team on 1 (242) 300-2548.

  • Where do I get a SIM?

    You can purchase a SIM at any of our retail locations, from any authorized SIM-only resellers, and at any kiosk location. For more information, check the MyALIV app.

  • Do you offer international calling?

    Yes. ALIV has included international calling to the USA and Canada as part of the allowance in our consumer plans. You can also call any country in the world using the ALIV network.

  • Do you offer postpaid?

    We will offer a suite of business services with contracts in early 2017.

  • What is the difference between ALIV and BTC?

    ALIV provides first-world choice, and value in calls, texts, and data through a suite of consumer plans built to suit every pocket.

    Exceptional customer care with our focus always on the customer.

    ALIV has two networks! An ultra-modern 4G LTE network and a 3G WCDMA/HSPA+ network, both optimized for superior consumer data speeds, downloads and experience.

  • How and where can I find an ALIV retail store?

    A full list of ALIV retail stores can be found in the MyALIV app.

  • Will all retail stores provide the same services?

    All our retail stores will provide complete services that covers everything from device and SIM sales, plans and a number of other services.
     
    SIM-only sellers will provide SIMs and top-up only.

  • When will the stores be open?

    Stores open 23rd, November 2016.

  • Can a credit line be established?

    No. Credit lines will not be available.

  • Can I keep my BTC number if I move to an ALIV service?

    The Utilities Regulation and Competition Authority (URCA) is currently completing a number portability process through which all operators in The Bahamas must participate. We will give further updates to our customers as and when received from URCA. Please also refer to http://www.urcabahamas.bs for further information.

  • Will online purchase for devices be available?

    You can register your interest at bealiv.com and all device purchases will be available through our retails stores and authorized dealers.

  • What type of network does ALIV have, and is it better than the BTC network?

    ALIV has two networks while BTC only has one! ALIV uses an ultra-modern 4G LTE network and a 3G WCDMA/HSPA+ network, both optimized for superior consumer experience. Every site has 4G LTE technology, the equipment delivering it is all new with the latest features and functions to give you a better user experience. There is no old or legacy technology on the ALIV network. We have invested significantly in 4G LTE so you can enjoy the best possible LTE experience.

  • What islands and regions of islands are covered by which of the above technologies?

    As of December 2016,  all of New Providence, Freeport and West End in  Grand Bahama, the main islands of Eleuthera and Abaco have full 4G and 3G service.

  • Do you leverage BTC’s network at all?

    We do not use any of BTC’s infrastructure for our own use.  The only connection to BTC is to allow calls between the two networks.

  • Do you leverage CBL’s network at all?

    ALIV has two networks! An ultra-modern 4G LTE network and a 3G WCDMA/HSPA+ network, both optimized for superior consumer experience. Every site has 4G LTE technology, the equipment delivering it are all new with the latest features and functions to give you a better user experience. There is no old or legacy technology on the ALIV network. We have invested so you can enjoy the best possible LTE experience.

  • Will network speeds become very slow when many people are on the network?

    Our service was designed with sufficient capacity for a large number of subscribers, that’s why we have two networks! ALIV has planned.

  • What emergency numbers do you support?

    We support people, which is why both 919 and 911 emergency numbers are supported.

  • When will you support LTE Advanced?

    We will support LTE Advanced in 2017 by using carrier aggregation (the combination of two LTE bands to further increase user speed) across our two networks the first elements of LTE advanced will be available to you.

  • Can I make video calls?

    Yes, you can make video calls using applications such as Facetime, Skype & Google Hangouts, using your ALIV service. You can also use WhatsApp for instant messaging and voice and video calling anywhere in the world.

  • What countries will I be able to place international calls to?

    All countries.

  • How soon will ALIV services be offered throughout the entire Bahamas?

    ALIV is strictly following the URCA guidelines in terms of service roll-out. Please refer to http://www.urcabahamas.bs for further details.

  • Will each handset include short codes? For e.g., *555#, *86 along with default password etc.

    Yes. Please refer to the Short Code Guide.

  • Will customers have the option to make their number private from their handsets?

    Yes. This is enabled through an "anonymous call blocker" feature available on all devices.

  • If a phone is purchased from ALIV, will it be pre-loaded with the MyALIV app?

    Yes. There are a number of pre-loaded apps we have included for our customers. Please refer to the MyALIV Apps Guide.

  • If a customer has a locked phone and wants an ALIV SIM card, will they be able to have their phone unlocked at an ALIV store?

    No. They will need to have their phone unlocked prior to purchasing an ALIV SIM card.

  • Will ALIV phones be locked to the ALIV network?

    Yes.

  • Why doesn't multimedia messaging (MMS – picture messaging) work?

    ALIV does not offer the MMS service. As an alternative all pictures videos and rich content can be shared with your family and friends using applications such as WhatsApp, powered by the most reliable data network in the Bahamas.

  • Will there be rollover minutes/data?

    Because our plans have very generous allowances of talk, text and data, you won’t need them!

  • Will all the ALIV devices come configured with wallpaper and data provisioned (APN)?

    Yes. All ALIV devices will have wallpaper and be data provisioned.

  • Does my phone support VoLTE?

    ALIV handsets are not configured to support VoLTE now.

  • Does my phone support VoWiFi?

    ALIV handsets are not configured to support VoWIFI now.

  • Will customers be able to purchase SIM only cards?

    Customers will be able to purchase SIM only plans at convenient locations. However, customers must have a compatible LTE band 13 device. To check compatibility, please search on line at www.gsmarena.com for your devices compatibility with Band 13.

  • All I want is an ALIV SIM to try out the service.  I do not want to commit to purchasing a phone yet.  Will it work in my current phone?

    SIM only plans are available. The customer can and should have their phones tested with an ALIV SIM card prior to purchase.

Careers

  • Where do I send my resume?

    Please send your career highlights to careers@aliv.com. We are always interested to hear from Bahamians that want to be ALIV!

Customer Service

  • If I purchase a smartphone from ALIV and it malfunctions where do I go for repairs?

    Your ALIV device will have a warranty. Repairs, once deemed appropriate, will be completed by Island Cellular Ltd., our device repairs partner.

  • What are the opening hours for ALIV head office in Nassau?

    The opening hours are 9 a.m. – 5 p.m., Monday through Friday.

  • What is the main contact number for ALIV?

    Please contact our care team toll free on 1 (242) 300-2548.

  • How do I call customer care?

    If you have an ALIV number, you can dial 611. If you’re calling from a landline or another number, please dial 300-2548.

    If you are calling from outside The Bahamas, please dial +1 (242) 300-2548

  • What are the opening times for customer care?

    help is available any time, any day. connect with our customer care team 24 hours.

  • Do you have a toll-free support number?

    Yes, please call toll free on 1 (242) 300-2548.

  • What do I do if voicemail isn't working?

    Please call toll free on 1 (242) 300-2548 and a member of the care team will be happy to help.

  • What do I do if text isn't working?

    Please call toll free on 1 (242) 300-2548 and a member of the care team will be happy to help.

  • What do I do if my data isn't working?

    Please call toll free on 1 (242) 300-2548 and a member of the care team will be happy to help.

  • What do I do if my voice service isn't working?

    Please call toll free on 1 (242) 300-2548 and a member of the care team will be happy to help.

  • Will I be able to update my personal information online?

    No. Please call toll free on 1 (242) 300-2548 and a member of the care team will be happy to help you with updating your personal details. Your details can also be updated at any of our ALIV retail stores.

  • Will there be online assistance?

    Assistance through live chat will be available early in 2017.

Handsets

  • What type of handsets do you have on offer?

    Please register your interest at bealiv.com to see some of our offers. We also offer a full range of cutting edge smartphones at our retail locations.

Pricing

  • What are your rates to make calls?

    Please refer to the ALIV Plans and Pricing Guide.

  • What are your rates to use data?

    Please refer to the ALIV Plans and Pricing Guide.

  • What are the rates to make international calls?

    Please refer to the ALIV Plans and Pricing Guide.

  • Are your calling rates for postpaid the same as prepaid?

    These rates will be advertised once our business services are announced early in 2017.

  • Is land line to mobile call free?
    Please check with your landline provider for further details.
  • Are there any hidden fees when purchasing a device?

    There are absolutely no hidden fees. Some prices are shown without VAT and is clearly advertised.

Roaming

  • Is roaming available?

    Yes, outbound roaming is available in over 190 countries with over 500 operators.

  • How do I set up roaming when I land?

    Once you land at your destination, turn on your phone and it will automatically start. For any roaming queries, please call +1 (242) 801-ROAM/7626 when roaming.

  • How do I activate roaming?

    All SIMs are automatically provisioned for roaming, just ensure you have credit on your ALIV service. Then you can attach to a network of your choice to start roaming.

  • Will I be able to check my credit balance when roaming?

    Yes. Just dial the credit balance short code *201# to check.

  • Where will I be able to find a listing of countries I can roam in and the rates?

    bealiv.com will have the listing of countries and applicable roaming rates November, 2016.

  • If I become an ALIV subscriber and travel abroad what will be my international roaming experience?

    You will be able to roam with your ALIV phone for talk, text and data from the day of launch.

  • If I decide that I need to use my ALIV phone when travelling abroad and want to buy a roaming plan who will I be able to call when abroad, and how long will it take to activate?

    No, ALIV roaming plans will be available at launch. Subscribers will be able to roam without having to purchase a roaming plan. Customers can call customer care at +1 (242) 801-ROAM/7626 when roaming for assistance.

  • How do I dial a Bahamian number from another country?

    In order to dial a Bahamian number you must put dial +1242 instead of the usual 1242 when you are dialling the number.

     

Technical

  • What is the difference between 3G and LTE?

    3G is an older technology that provides voice and data services. 4G LTE is a more modern technology that provides better data speeds and therefore a better user experience for you.

  • What should a customer do if they forget the password to get into their device and are locked out?

    They can visit Island Cellular for help. A charge may apply.

  • I am currently a BTC customer. Can I use my current device when I become an ALIV subscriber?

    ALIV has an LTE network that supports Band 13 and Band 4 technology. If you have an iPhone 5, 6 or 7, Samsung Galaxy S7 or Samsung Galaxy S7 Edge, and it is unlocked, you can use your current device.

  • What is an APN?

    APN is defined as "Access Point Name". When the APN is entered the device, it permits the device to connect to the internet.

  • How many GB can a phone hold?

    The ALIV devices will have storage ranging from 8GB to 128GB.  This of course is subject to the respective manufacturer, e.g. Apple, Samsung etc.

  • Can I buy an unlocked phone from the internet and use it?

    Yes. However customers must have a compatible LTE band 13 device. To check compatibility, please search on line at www.gsmarena.com for your devices compatibility with Band 13.

  • How do I set the APN on my phone?

    For Android:

    Instructions: Setting -> More -> Cellular Networks - >Access Point Name

    • Add/New

    Name : ALIV

    APN : pda.newcomobile.com

    • Save

    Ensure that the new APN is selected.

     

    For iPhone:

    Instructions: Setting -> Cellular -> Cellular Data Options-> Cellular Data Network

    Cellular Data

    APN: pda.newcomobile.com

     

    To improve the browsing experience ALIV recommends changing the network type to LTE.

    Instructions: Setting -> Cellular -> Cellular Data Options-> Voice & Data ->Select: LTE

  • How do I set up mobile hotspot on my phone?

    For Android:

    Instructions: Setting -> More -> Tethering & Portable Hotspot

    • Portable Wi-Fi Hotspot – ON

     

    For iPhone:

    Instructions: Setting -> Cellular -> Cellular Data Options-> Cellular Data Network

    Personal Hotspot

    APN: pda.newcomobile.com

    Setting -> Personal Hotspot ->Turn on Hotspot

  • How do I turn off data roaming on my phone?

    For Android:
    Instructions: Setting -> More -> cellular Networks - >Data Roaming Disable/off

    For iPhone:
    Setting -> Cellular -> Cellular Data Options-> Data Roaming – off

Top Up

  • Is there a reversal option, for customers that may send top-up to the wrong number, enter in a wrong digit while entering their mobile number etc.?

    No. Customers must be careful as there is no reversal option.

  • Can an ALIV customer top-up a BTC Number?

    No.

  • What is the minimum amount for topping up my service?

    For top-up through the app the minimum amount is $5, everywhere else there is no minimum.

  • What is the maximum amount I can top-up my service?

    For top-up through the app the maximum amount is $150, everywhere else there is no maximum.

  • Is a customer able to pay for a service with someone else's credit card when they call in?

    No, only the authorized cardholder can buy and pay for ALIV products and services.

  • Where can I buy top-up?

    You can buy top-up at our retail stores, local top-up distributor locations, through the MyALIV app, and bealiv.com You can also buy top-up via *202#, and calling 611.

  • Will you also sell top-up cards?

    Yes. You can buy top-up cards from the ALIV retail stores and through selected authorized distributors.

  • What denominations do the top-up cards come in?

    The ALIV top-up cards are sold in $5, $10 & $20 denominations.

  • What code do I use to top-up?

    To top-up please use the code *202#.