Support


For any additional questions or concerns, call customer service: (877) 227-0924

Billing QuestionsCustomer Service QuestionsSupport DocumentsTroubleshootingMy Bug Account FAQs

Billing Questions

What will my first bill look like?
Your first bill will be pro-rated to include charges from your account activation date plus the next month of service. Ex: If you activate service on the 15th of the month, your bill will include charges from the 15th thru the rest of the month, plus the next full month of service. We do bill in advance.

How can I make a payment besides sending in a payment by mail?
You can set up autopay by calling us at (877) 227-0924 and choose from a debit or credit card, which pulls on the due date of the 20th each month. 

You can also pay online 24/7 using a debit card or ACH banking information by going under the Login menu item and clicking on “Pay My Bill” or clicking here.

If you would like to pay by mail you can mail a check or money order. Mailed payments must be received in our office by the due date of the 20th of the month. Please allow up to 10 days for us to receive payment in the mail. Include your account number on your check and mail to:

Bug Tussel Wireless
PO Box 1060
Green Bay, WI 54305

What if I don’t pay my bill by the 20th?
To avoid interruption of service, please pay your balance by the due date of the 20th of the month due. Your account can be suspended any time, without notice when past the 20th of the month due and a reconnection fee will apply. If suspended, the reconnection fee, past due balance, as well as current month will need to be paid in full to restore service. 

If your account is suspended, you can call customer service to pay by phone and reactivate your service. You can pay online, but you will need to call us at (877) 277-0924 to reactivate your service once payment is made.  

How can I change how I receive my billing statements?
We offer paperless statement notifications via email. You can opt to receive paperless statements and set or update your email preferences on My Account under Profile and then Notification Preferences. Customer service can also update your statement preferences. 

Please give us a call at (877) 227-0924 if you have any further questions and thank you for being a valued Bug Tussel Wireless Customer!

Customer Service Questions

I’m interested in your services, how do I sign up?
We would be happy to provide you service. Please fill out the form located on our Get Bug Tussel page and a sales representative from your area will get in contact with you.

How can I get in touch if I have issues?
Please contact your local sales representative or our Technical Service people at 1-877-227-0924.

Return Period – 14 Days
Upon disconnection, the customer is required to return the wireless modem. If the modem is not returned, the customer may be charged up to $300.

Troubleshooting

Begin by locating your POE (Power Over Ethernet) device.

The easiest way to do this is to begin by locating your wireless router. There are many makes and manufactures of these devices; however some common brands are, Netgear, Linksys, TPLink, or Belkin.

*Some of our customers may have been supplied an internal modem from us, these are stamped with the manufacturer “BEC”, if you have one of these devices, please reach out to us at 877-227-0924.

The back of the router will have multiple ports for enthernet cable connections, one in particular should be plugged in the “WAN” or “Internet” port. Follow the cable that is plugged into this port, away from the router, this should lead you to your POE device.

Confirm that there is a light lit on this device.

This light should be green, red, or blue in color.

If you have no light lit on POE device, it indicates that the device may not be getting electricity.

Follow the black power cable away from the POE device and confirm that is plugged into a working electrical outlet.
*Please also ensure that this outlet is not on a switched circuit or controlled with a wall switch.

If you have done the above and the color of the light has not changed, please contact our support team at 877-227-0924 option 3.

A solid green light confirms that the POE device is operating correctly.

Follow the black power cable away from the POE device and remove that black cable from the electrical outlet, confirm that the light on the POE has gone out. Please leave this cable unplugged for a minimum of 15 seconds.

Please plug the cable back into the outlet and confirm that green light returns on POE device. Wait for 4-5 minutes for the services to reconnect.

If you have done the above and the color of the light has not changed, please contact our support team at 877-227-0924 option 3.

A red light indicates that the POE device or cabling has failed.

Follow the black power cable away from the POE device and remove that black cable from the electrical outlet, confirm that the light on the POE has gone out.

Remove each ethernet cable, one at a time, and plug back into their appropriate plugs, confirming that you hear a *click* noise of the tabs seating properly. The cable going to the outside antenna should be plugged into the port either labeled Data + Power, Out, or RJ45. Whereas the wireless router would be plugged into the Data, In, or Switch/Hub port. Please plug the cable back into the outlet and confirm that green light returns on POE device. Wait for 4-5 minutes for the services to reconnect.

If you have done the above and the color of the light has not changed, please contact our support team at 877-227-0924 option 3.

A solid blue light confirms that the POE device is operating correctly.

Follow the black power cable away from the POE device and remove that black cable from the electrical outlet, confirm that the light on the POE has gone out. Please leave this cable unplugged for a minimum of 15 seconds.

Please plug the cable back into the outlet and confirm that blue light returns on POE device. Wait for 4-5 minutes for the services to reconnect.

If you have done the above and the color of the light has not changed and/or your services have not restored, please contact our support team at 877-227-0924 option 3.









My Bug Account FAQs

Below is a list of commonly asked questions about My Bug Account. If you have a question that is not answered here, please contact Customer Service at 877-227-0924.

A: Username: Between 6 and 20 characters (Upper and lower cases A-Z and a-z allowed, 0-9 allowed, special characters: _-@# are also allowed) Password: Between 6 and 20 characters (Upper and lower cases A-Z and a-z allowed, 0-9 allowed)

A: Log into your My Bug Account, using your Username and Password. The Username and Password must be set up by Customer Service. Once logged into My Bug Account, click on Bill Payment. You may pay using a credit card or electronic check.

You can view your last 3 bills.

You can make a payment 24 hours a day, 7 days a week.

No, you can make a payment for any amount.

Auto payments can be set up by our Customer Service Department.

Your payment will be instantly applied to your account.

You must pay your balance due in full then call Customer Service to get your service reconnected. Note: there is a reconnection fee.

The Username and Password must be set up by Customer Service in a Bug Tussel Wireless store or by calling our Customer Service Department. A photo ID is required for proof of identity.

A: Your connection to the My Bug Account website is secured with up to 256-bit Secure Sockets Layer encryption. This ensures that your payment information and transactions stay private!

A: An E-check is paying online by check. You enter your checking account number, bank routing number and check number.

A: You must have Adobe Reader installed on your computer.

A: You must call Customer Service to change your Username. Password can be changed on My Bug Account.

A: A notification is a message sent either by email or text message that alerts you when a threshold has been met (for voice minutes or data usage), a bill is ready for viewing or when a payment has been made. You will also receive notification for any changes made to your account. A text message notification will only work if you have Bug Tussel Wireless mobility service. A valid email must be set up on your account to receive email messages.

A: Please call Customer Service to set up notifications.

A: No. You may change your Bill Preference on My Bug Account under Profile Maintenance. You will receive a notification when your bill is ready for viewing. You may then log into My Bug Account and pay your bill.

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