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Hello Mary,

I checked with GrandPad support (800) 704-9412, and they told me that you would have to get support through Consumer Celluar rather than calling them

I suggest that you return the GrandPad and sign up directly through GrandPad as I did

In addition to great customer support, they offer cellular service through several carriers such as AT&T, Verizon, and T-Mobile rather than being limited to a single cellular carrier which may be poor in your area.

They even switched out my GrandPad, when the carrier I picked did not have good service in my area