FAQ's
Q1: What we're talking about when we say...
Q2: What is Duet and how does it work?
Q3: How can Duet afford to offer such an incredible service for so little money?
Q4: What is unlimited wireless calling?
Q5: How long do I have to keep my Duet service?
Q6: What features can I add to my plan?
Q7: Can I talk all I want all over town?
Q8: Can I keep my number if I reactivate my service?
Q9: How am I assigned a phone number?
Q10: Can I have a Duet Voice Service phone number in a different area code than my current home phone?
Q11: Who can I contact for Customer Service related questions?
Q12: What are your customer service hours of operation?
Q13: How do I activate my Duet data device or phone?
Q14: What is Duet's return policy?
Q15: What is Duet's return policy for accessories?
Q16: How do I cancel/remove a line or account?
Q17: Where can I access the Terms & Conditions of Duet Services?
Q18: Can I call long distance with Duet?
Q19: Will I be able to use my Duet phone to place international calls?
Q20: Can I make international text messages?
Q21: How do I make a long distance call?
Q22: Can I call to countries outside of North America?
Q23: Who can I call without paying a long distance fee?
Q24: Does Duet offer text plans?
Q25: If I send a message to someone on another carrier's network, will he/she be charged for receiving my message?
Q26: Are there any additional costs added to my monthly service fee?
Q27: What happens if I forget to pay my monthly service fee?
Q28: How Can I change my Duet plan?
Q29: What are my payment options?
Q30: How do I add more money / minutes to my account?
Q31: How long does it take for a payment to be applied to my account?
Q32: When do payments I've made to my account expire? Do minutes carry over?
Q33: How can I make payments with my credit or debit card?
Q34: What is Auto Pay and how does it work?
Q35: How can I sign up for Auto Pay?
Q36: How do I add to my account?
Q37: How can I view call details and payments that I've made to my account?
Q38: Is there a termination fee if I cancel my Duet Voice Service?
Q39: Is there a service activation charge to sign up for Duet Voice Service?
Q40: Is there a charge for changing my telephone number?
Q41: When does my billing start after I subscribe to Duet Service?
Q42: How can I get my account balance and expiration date?
Q43: How do I update my credit card information on my account?
Q44: What features can I add to my plan?
Q45: What number do I dial for Directory Assistance?
Q46: How do I block my cell phone number from showing up on the phone I am calling?
Q47: How do I send a picture?
Q48: Will my phone send and receive pictures?
Q49: How do I send a picture to another wireless phone?
Q50: Why won't the picture display on the phone to which I send it?
Q51: If I can't make picture mail work, what then?
Q52: Can I use picture messaging if I don't have mobile web?
Q53: What is Call Waiting and how do I use it?
Q54: How do I set up voicemail?
Q55: How many voicemails will the systems hold?
Q56: What are the other features of voicemail?
Q57: What if my friend and neighbors want to sign up? How do we get them started?
Q58: What is travel?
Q59: What happens if I want to make a call while I am traveling outside of the Duet coverage area?
Q60: What phones can I use with Duet service?
Q61: Where can I find an owner's manual for my phone?
Q62: Where can I purchase accessories for my phone?
Q63: Where can I get my phone repaired?
Q64: Duet fixed and mobile data services
Q65: How does Duet’s speed compare to DSL, cable and dial-up?
Q66: How secure is the connection?
Q67: How can I use my Duet connection in more than one place?
Q68: If I share my Duet connection, can all computers be online at the same time?
Q69: Is Duet mobile data like a Wi-Fi connection?
Q70: What issues could impact my ability to receive Duet signals?
Q71: What's an IP address?
Q72: What's the difference between a static and dynamic IP address?
Q73: Which computer operating systems do fixed and mobile data services support?
Q74: What happens if my modem doesn't receive enough signal strength?
Q75: Can I use my telephone when I am online?
Q76: Where will my Duet data stick or fixed data modem work?
Q77: What is Duet Voice Service?
Q78: How Is Duet Voice service different than my regular telephone service?
Q79: How am I assigned a phone number?
Q80: Do I speak through the computer to use Duet Voice service?
Q81: What types of telephones work with Duet Voice Service?
Q82: Can I browse the Web and make calls simultaneously?
Q83: Will I be able to use Duet Voice service if my power goes out?
Q84: How do I make local calls?
Q85: How do I make long distance calls?
Q86: How do I make international calls?
Q87: Can I receive incoming collect calls on my Duet Voice line?
Q88: Can I dial 911 on my Duet Voice Service?
Q89: Can I dial toll-free calls (such as 800, 888, 877, 866 calls) on my Duet Voice Service?
Q90: Can I block outgoing international calls from my Duet fixed Voice line?
Q91: Can I make 900 or 976 calls with Duet fixed Voice Service?
Q92: Can I use Duet fixed Voice Service to make TTY (Telecommunications Devices for the Deaf) calls?
Q93: Can I connect a home alarm or security system to my Duet Voice Service?
Q94: Does my computer have to be turned on to talk on the phone?
What we're talking about when we say...
Fixed Data: home or office broadband; for use with fixed data devices such as GlobeSurfer; allows you to get high speed, wireless Internet access in your home or office.
Mobile Data: mobile broadband; for use with data sticks; allows you to get Wi-Fi on the go without looking for a hotspot.
Fixed Voice Service: home or office phone service, accessed through your fixed data device; allows you to have a home phone through your wireless connection; available as an addition to your wireless service.
Data stick: a small device that allows for mobile data access; attaches to computer via a USB port.
Travel: refers to the use of or access to features while outside of the Duet network.
About Duet
What is Duet and how does it work?
Duet provides unlimited, flat-rate local wireless phone service with no credit check, deposit. We provide service on a month-to-month or contract basis. Using Duet is simple. Along with unlimited calls and unlimited texts, Duet has a whole lot of other cool features like call forwarding, voice mail and three way calling.
Duet also provides data services and devices, both fixed and mobile. With our fixed data services and devices, you can have wireless broadband service in your home or office, as long as you're in our coverage areas. Along with fixed wireless service, we also offer fixed voice service, meaning you can use your home phone through your wireless device. Our mobile data devices are like portable Wi-Fi connections that cover the entire network! That means that from anywhere on our network, you can connect to the Internet without having to find a hotspot.
We strongly encourage you to sign up for auto-pay. If you have this, your credit card will be automatically billed monthly for your Duet service, making it easy for you to stay in touch and keep your service from being interrupted. Since we offer unlimited minutes within our local calling area, you don't have to worry about running out of talk time.
How can Duet afford to offer such an incredible service for so little money?
There are a couple reasons for this:
Our 100% digital network allows us to give you more cost-efficient service.
We keep it simple. With unlimited calls, there is no need for detail call logs or to send you a cumbersome billing statement.
We buy the latest technology, so we get more for our money. We pass the savings along to you!
What is unlimited wireless calling?
If you have chosen a nationwide plan, you have unlimited minutes on your mobile device regardless of where you’re calling or where you are. For local plans, the same is true as long as you and the person to whom you are placing a call are in the Duet coverage area. http://www.duetip.com/coverage/
How long do I have to keep my Duet service?
With Duet, there are no contracts and no credit checks. No kidding! You chose how long to keep your Duet service. Mobile phones sold with a subsidy, below cost, and not active on a valid Duet service plan for 45 consecutive days are subject to a chargeback.
What features can I add to my plan?
Duet's unlimited plans include all of our features: unlimited calls, unlimited text, voicemail, caller ID, call waiting, call forwarding, three-way calling, unlimited directory assistance, and web browsing.
Can I talk all I want all over town?
Yes. Our coverage map shows our current calling area. You can call anywhere in 320, 612, 651, 763 and 952 without long distance charges! All of our nationwide plans already include long distance and roaming so you won’t be bothered by these charges.
Can I keep my number if I reactivate my service?
If you pay a number hold fee, you can suspend your service for up to five continuous months and we will hold your phone number for you to use upon your return. If you miss a monthly payment, you can regain access to your phone number for up to 30 days by paying a number reactivation fee.
How am I assigned a phone number?
You can have a random phone number assigned to you. You can chose from available numbers on the Duet network. Or, you can port in your old number.
Can I have a Duet Voice Service phone number in a different area code than my current home phone?
Currently Duet supports 320 area codes for all services.
Customer service
Who can I contact for Customer Service related questions?
You can stop by our retail store located inside Crossroads Mall in St. Cloud. Of course, you can also call 888.833.2855 or 320.281.3500. Additionally, you can send us an email at care@duetip.com. We do our best to respond in a timely manner to all requests and issues.
What are your customer service hours of operation?
Duet customer service hours are 9am to 9pm, Monday through Friday, 9am to 9pm Saturday and 12pm to 5pm on Sunday. If you experience an issue outside of these hours, please call 320-281-3500 and our on-call customer service representative will return your call as soon as possible.
How do I activate my Duet data device or phone?
If your broadband device or handset was shipped to you, all you have to do is dial 888.833.2855 from any other phone, answer a couple of verification questions, and your device will be active. If your device was hand delivered to you by one of our Duet associates, it will be active when it is handed to you.
What is Duet's return policy?
In the unlikely event that you don't like your phone, data device or service from Duet, you can just come on in for a return. Here are the guidelines.
Equipment:
- 100% of purchase price will be returned within 30 days of purchase
- Must be in like new condition with no visible scratches or wear
- Must have all original packing, manuals, cord and an unmarked box
If these conditions are not met, a restocking fee of 25% of the paid value may be deducted from the refund.
Service:
- 100% of service fee is refunded if monthly service is cancelled in the first 30 days of account/phone number activation.
What is Duet's return policy for accessories?
You can return your accessories within 30 days of the purchase date as long as you have a receipt, all equipment and cords. Accessories must be in like new condition and returned with the original packaging.
How do I cancel/remove a line or account?
If you would like to cancel your Duet Service please contact our store at 320.281.3500 for further assistance. Or, you can stop by our retail store by the Crossroads Mall in St Cloud.
Where can I access the Terms & Conditions of Duet Services?
Click here on our Terms and Conditions page or email us at care@duetip.com and we'll send you a copy.
Long distance and international calling:
Can I call long distance with Duet?
Our unlimited nationwide calling plans allow you to call anywhere in the contiguous United States. Keep in mind that calling anywhere in the 320, 952, 612, 651 and 763 area codes is toll free with a regional plan as well.
Will I be able to use my Duet phone to place international calls?
The short answer is no. The long answer is that we are working to bring you this function.
Can I make international text messages?
Currently, this feature is not available. But, stay tuned. This feature is part of our roadmap for the future.
How do I make a long distance call?
You can place a long distance call on your Duet handset in the exact same way that you do on any other phone. Dial the area code, followed by the seven-digit phone number.
Top
Who can I call without paying a long distance fee?
You can call every number in the 320, 763, 952, 651 and 612 area codes without incurring long distance fees. Duet offers unlimited US long distance calling on most of our rate plans, and unlimited calling within your local coverage area on all of our rate plans.
Messaging:
Does Duet offer text plans?
Every one of our plans offers unlimited text messaging to anyone, anywhere, anytime!
Can I text message whomever I chose?
Duet allows you to send text messages to most U.S. mobile phone carriers, as well as some international carriers. For questions regarding a particular country or carrier, please contact Duet customer care. Remember that the receiving party must have a handset capable of receiving text messages.
If I send a message to someone on another carrier's network, will he/she be charged for receiving my message?
That depends entirely on the carrier and plan he/she uses.
Payment/billing
Are there any additional costs added to my monthly service fee?
We are up-front about the items for which you can expect to be billed. Duet will include all taxes, governmental surcharges, and fees that we are required by law to bill to customers. These taxes, surcharges, and fees may change from time to time without notice.
What happens if I forget to pay my monthly service fee?
We strongly suggest setting up auto-pay with a credit card so this never happens.
If, for some reason you don't pay in time, your phone service will be interrupted. To avoid having your service interrupted or losing your assigned phone number, remember to pay your bill on or before your due date.
How Can I change my Duet plan?
You can call customer care by calling 320.281.3500 or stopping by our retail store.
What are my payment options?
Duet offers simple, convenient payment options:
Auto Pay – with credit or debit card (contact store to set up auto-pay: 320.281.3500)
Mail your payment (visit the Contact Us page for our address)
Call store pay your monthly charges with a credit or debit card
Visit our retail store – You can pay your monthly charges by credit or debit card (VISA/Mastercard), check or cash at our retail store.
How do I add more money / minutes to my account?
Because all of our plans are unlimited, this won’t be necessary. However, if you would like to change your plan, call or visit our retail store.
How long does it take for a payment to be applied to my account?
Payments are applied at once but may take a few moments to make it through the system.
When do payments I've made to my account expire? Do minutes carry over?
For our month-to-month plans, you'll pay for a month of service just before it starts and when the month is up, you can chose to renew it. You don't have to worry about carry over minutes because the plans unlimited calling and texting every month!
How can I make payments with my credit or debit card?
Call us at 320.281.3500. Or stop by our retail location inside Crossroads Mall.
What is Auto Pay and how does it work?
Setting up Auto Pay allows you to conveniently make automatic monthly payments directly from your major credit or debit card. (Visa or MasterCard only). You can choose to have payments made to your account based on a specific day of the month or on your account's due date.
Auto Pay by Day of the Month features:
You can choose any day before your due date to have the monthly charges charged to your credit or debit card.
Auto Pay on your account due date:
Every 30 days your account will be charged for the monthly charges for your Duet service.
How can I sign up for Auto Pay?
To enroll in the Duet Auto Pay program and make monthly recurring payments to your account call 320.281.3500 to speak with a Customer Service Representative. A major credit or debit card is required (Visa or MasterCard only).
How do I add to my account?
You can call 320.281.3500 or go to our retail store by Crossroads Mall in St Cloud.
Is there a termination fee if I cancel my Duet Voice Service?
If you are within the stated limits of a contract term, a termination fee will apply. If you use our month-to-month services, there is no termination fee.
Is there a service activation charge to sign up for Duet Voice Service?
There is a $25 activation fee when you start your service with Duet. When you add a device to that account, however, there will be no other activation charged…no matter how many devices you add.
When does my billing start after I subscribe to Duet Service?
When you sign up with us, your account will be created immediately and you will be assigned a billing cycle that recurs on the same date each month.
Account information:
How do I update my credit card information on my account?
You can change the credit card information on your account by calling us at 320.281.3500 or by stopping by our retail store. Make sure you have the information for the credit card currently assigned to the account and the information for the new credit card you would like to use.
What number do I dial for Directory Assistance?
You can access directory assistance from a Duet handset by dialing 411.
How do I block my cell phone number from showing up on the phone I am calling?
This feature is device specific and each phone has a different means by which you can do this. However, generally, this feature will be under “user settings” on your handset; usually, there will be a “restrict” or “block” feature that you can toggle on or off.
How do I send a picture?
Refer to the user manual for your phone or call our store: 320.281.3500. Standard industry size restrictions apply to picture mail and vary by carrier.
Will my phone send and receive pictures?
If your handset supports picture messaging, and you subscribe to web access, you're set to go. Check your user manual to see if picture messaging is available on your particular handset.
Why won't the picture display on the phone to which I send it?
Unfortunately, models of phone vary and some have more memory and capabilities than others. If you are sending a picture to another phone that is just like yours, and it does not work then let us know. We don't like phone manuals either, but on this one, please use it. It can really help.
If I can't make picture mail work, what then?
If you can't make it work, give us a call at 320.281.3500. We have experts who can help you with your phone, walk you through how to do it and make sure that all systems are working properly.
Can I use picture messaging if I don't have mobile web?
No. Not at this time.
What is Call Waiting and how do I use it?
Call Waiting lets you know when a caller is trying to reach you while you're on another call. When you have another incoming call, you will hear a short tone. You'll have approximately 30 seconds to answer before the second caller is forwarded to your Voice Mailbox.
To answer Call Waiting: To put the first call on hold, press SEND. You'll automatically be connected with the second call. To return to the first call, press SEND again. To switch between the two calls, press SEND. If your phone doesn't have a SEND key, just push the button that you use to initiate a phone call.
How do I set up voicemail?
This PDF document will provide instructions.
How many voicemails will the systems hold?
Your voicemail will hold 30 messages.
What are the other features of voicemail?
Messages, both old and new, can be stored on your voicemail for up to 30 days. The maximum length for voicemail messages is 3 minutes. You can record your own greeting or use a standard greeting. Also, you can set up password bypass if you don't want to have to put in your password every time you call to check your voicemails.
What if my friend and neighbors want to sign up? How do we get them started?
If you are interested in getting your friends and neighbors signed up, take advantage of the Duet Customer Referral Program (CRP). The Referrer will receive $10.00 for each referred new subscriber.
Traveling:
What happens if I want to make a call while I am traveling outside of the Duet coverage area?
Duet customers will be able to access networks where we have this option available. Unlimited nationwide plans have no restrictions on minutes or on calling areas. If you can get a signal, you can make a call…and you never have to worry about long distance or roaming charges.
Phones and Accessories
What phones can I use with Duet service?
A dual-mode or tri-mode GSM GPS-compatible handset is required for Duet service. Most GSM cellular phones are compatible with our network. To see if a particular phone will work with our network, visit a Duet retail store or go to Contact Us on our website and send us an email.
Where can I find an owner's manual for my phone?
Go to the website for your phone’s manufacturer and you may be able to find manuals there.
Where can I purchase accessories for my phone?
Accessories can be purchased at the Duet store.
Where can I get my phone repaired?
If your equipment is in need of repair, please visit our store or contact the manufacturer of your phone for information on how to get your phone repaired.
Duet fixed and mobile data services:
Overview
Duet doesn't just offer phone service! We also offer fixed and mobile data service for your home or office. AND we offer phone service through your home or office fixed data device. These are high-speed, broadband connections with industry leading technology. When you use our service, you will purchase your modem and/or data stick.
Let's start by defining a couple terms that you're going to see throughout this section.
Fixed Data: home or office broadband; for use with fixed data devices such as GlobeSurfer; allows you to get high speed, wireless Internet access in your home or office.
Mobile Data: mobile broadband; for use with data sticks; allows you to get high speed broadband on the go without looking for a hotspot.
Fixed Voice Service: home or office phone service, accessed through your fixed data device; allows you to have a home phone through your wireless connection; available as an addition to your wireless service.
Is Duet fixed data service as reliable as cable or dial-up?
With Duet, you'll enjoy an always-on, always-secure connection that never ties up your phone line. You don't get that with dial-up!
How does Duet’s speed compare to DSL, cable and dial-up?
Duet Fixed Data Service lets you connect to the Internet at broadband download speeds of up to 4.0Mbps.
How secure is the connection?
Duet provides a connection that meets all the current security standards for digital, wireless connections. However, if you need a secure connection, we suggest contacting CloudNet (www.cloudnet.com) or another Internet security specialist for information about a VPN (Virtual Private Network). A VPN connection could serve as protection for you on all the Internet connections you'll make, not just the ones on Duet.
How can I use my Duet connection in more than one place?
With Duet, you can connect to the Internet anywhere on the Duet network and extend service to more than one user. You may move your fixed data device to various locations, within the network, to access the Internet. With a data stick, you can take your Internet connection with you once you've set up your computer correctly.
If I share my Duet connection, can all computers be online at the same time?
Yes, using a router or wireless access point, multiple users can be online at the same time. Please remember that when the connection is shared among users, speeds may be slower.
Is Duet mobile data like a Wi-Fi connection?
Not really. Wi-Fi connections are set to a location or a “hot spot,” meaning that you have to be within a certain proximity to use said Wi-Fi connection. However, with Duet data sticks, you have full mobility anywhere on the Duet network. If you are using a fixed Wi-Fi router such as a GlobeSurfer all you need is power. Take it anywhere on the Duet network, plug into power, and access your Duet Wi-Fi.
What issues could impact my ability to receive Duet signals?
You must be within the Duet service area to receive a Duet signal. It is possible to be within the coverage area and be unable to receive a signal due to unusual geography or other unusual circumstances.
What's an IP address?
An IP address is a signifier that uniquely identifies the device and distinguishes it from other computers on the Internet. Every computer that communicates over the Internet is assigned an IP address.
What's the difference between a static and dynamic IP address?
A static IP address is a number that's assigned to a computer by an Internet service provider to be its permanent address on the Internet. Dynamic IP addressing, or DHCP, provides a different IP address each time you connect to the Internet. Dynamic addresses are kept in a pool and are assigned on a first-come, first-served basis. Private users are rarely, if ever, assigned static IP addresses. They usually go for web hosting or school or businesses. As a general user, you will most likely be using a dynamic IP.
Which computer operating systems do fixed and mobile data services support?
Fixed and mobile data devices from Duet are compatible with PCs and Macs.
What happens if my modem doesn't receive enough signal strength?
Many of the fixed data devices from Duet will include the capability of connecting an external antenna. Duet can assist you with arranging for an external antenna that should solve your problem and for the installation of the antenna by a professional and bonded installer.
Can I use my telephone when I am online?
Yes. Duet technology uses a separate wireless connection that leaves your phone line free. So, unlike dial-up, you can be online without interfering with your telephone usage.
Where will my Duet data stick or fixed data modem work?
The Duet data devices will work anywhere there is Duet coverage, indoors and out.
Duet FIXED voice service
What is Duet Voice Service?
Duet Voice Service on a fixed wireless product such as the GlobeSurfer III allows you to use your wireless connection for your home or business phone. You just have to plug your current home phone into your fixed data device and PRESTO…you're talking. The features and capabilities are very similar to regular a landline. Go ahead and place and receive calls just like you would on a regular home phone. To add unlimited fixed voice service to your fixed data service, you'll only be charged $15 a month. Calls within the network are covered on the unlimited plan. Out of network calls incur charges.
How Is Duet Voice service different than my regular telephone service?
Making calls with Duet Voice Service is virtually the same as making calls on your regular telephone. You'll even have access to value added features like Call Waiting and Call Display, as well as to other new features like Additional Numbers, text messaging, and the ability to manage your detailed call log! Try to do THAT with your current home phone. However, 911 calls are different and collect calls cannot be accepted; see below for more details.
How am I assigned a phone number?
Whether you are using our wireless service or our fixed voice service, you have three options. You can have a random phone number assigned to you. For a small fee, you can chose from available numbers on the Duet network. Or, you can port in your old number.
Do I speak through the computer to use Duet Voice service?
No, you do not need a computer to use Duet Voice service; you can use any standard touchtone telephone or cordless telephone.
What types of telephones work with Duet Voice Service?
Any standard corded or cordless touchtone telephone will work. We suggest using a cordless phone with multiple handsets to increase your level of freedom and convenience.
Can I browse the Web and make calls simultaneously?
Yes, Duet Voice Service allows you to use the phone and surf the Internet at the same time.
Will I be able to use Duet Voice service if my power goes out?
Today, the answer is no. We are continually looking for new and innovative products that will have a battery backup in case of power failure.
How do I make local calls?
You can make local calls by dialing the 10 digit phone number to any phone within the Duet local calling area.
How do I make long distance calls?
Just like local calls, you will make long distance calls by dialing the 10 digit phone number. If you are calling outside the Duet local calling area, the billing system will recognize the charges and bill appropriately.
How do I make international calls?
Direct dial international calls can be made by dialing 011+the country code+ phone number. All international calls are billed at competitive, per-minute rates.
* Note: Rates are subject to change without notice.
Can I receive incoming collect calls on my Duet Voice line?
No. At this time, it's not possible to receive incoming collect calls.
Can I dial 911 on my Duet Voice Service?
Yes, you can. E911 will be available in most places at launch. Please see our terms and conditions for details.
Can I dial toll-free calls (such as 800, 888, 877, 866 calls) on my Duet Voice Service?
Yes, you can place calls to these toll-free numbers.
Can I block outgoing international calls from my Duet fixed Voice line?
Yes, we can block international calls with Duet turning the capabilities off in the network, or the user can control international calling directly from their phone.
Can I make 900 or 976 calls with Duet fixed Voice Service?
No, these services are not currently available.
Can I use Duet fixed Voice Service to make TTY (Telecommunications Devices for the Deaf) calls?
Yes, TTY capability is available.
Can I connect a home alarm or security system to my Duet Voice Service?
No, at this time Duet Voice Service does not support dial-up connectivity home alarm or security systems. Duet is looking for a wide range of applications to use in security need solutions. Please check back with us from time to time to see the newest offerings.
Does my computer have to be turned on to talk on the phone?
No, your computer is totally separate from your telephone. Even though your Internet and phone service are coming through the same device, it doesn't mean those two services can be taken advantage of at the same time.