FAQs

  • General Service & Device Questions
  • Coverage Questions
  • Account Management Questions
  • Technical Support Questions
  • TechSoup Partner Program Questions
  • Digital Wish Questions
  • Online Renewal Questions
  • Refund and Return Policy Questions
  • ZTE Warp Connect Questions

We provide qualified schools, libraries, and nonprofit organizations with affordable 4G mobile Internet access through Sprint’s 4G LTE network at a dramatically reduced rate of $10/month paid annually in advance ($120/year).

Learn how your nonprofit can benefit from the speed, capacity, and mobility of our 4G LTE Internet service. You may also qualify for our annual Wi-Fly Grant or quarterly Connect for Success Grant. In addition, we offer donated hotspot device bundles for nonprofits through our TechSoup Partner Program, and for educators through our Digital Wish Partner Program.

Our service is available to qualified schools, libraries, and 501(c)(3) nonprofit organizations in our coverage area. For a detailed list of types of organizations that qualify for our service, visit our eligibility page.

No, Sprint is providing Mobile Beacon’s users with an unlimited 4G LTE data-only plan subject to Sprint’s network management policy for the unlimited LTE plan it offers its own retail customers. There are no preset data caps or overage charges.*

* Sprint’s “Quality of Service” Practices (QoS): Unlimited customers who use more than 23 GB of data during a billing cycle will be deprioritized during times and places where the Sprint network is constrained. See sprint.com/networkmanagement for details. Limited time offer. Coverage not available everywhere. Subject to availability. Eligibility restrictions and other restrictions may apply. All service plans are subject to Mobile Beacon’s Terms and Conditions located at http://www.mobilebeacon.org/legal.

The 4G LTE service plan Mobile Beacon offers is unlimited — there are no data caps or throttling under this plan. Quality of Service (QoS) is different from throttling in several ways. First, it is not automatically triggered by reaching a certain data allotment. With throttling, speeds will automatically be reduced as soon as a certain data allotment is reached, regardless of network capacity.

Sprint’s QoS is only triggered during periods of network congestion and if a user has surpassed 23 GB of data during that month. Customers may experience a temporary slowdown for a few seconds, a few minutes, a few hours, or not at all. This slowdown will cease as soon as network resources are freed up (which is re-evaluated every nanosecond). This is very different from throttling where users are subject to lower speeds for the remainder of their billing cycle.

QoS is also different from throttling in that throughput speeds are not dramatically reduced to, say, 156 Kpbs. With Sprint’s 4G LTE service, even if QoS is applied, users may still experience download speeds faster than Mobile Beacon’s previous speeds on Sprint’s WiMAX network (3-6 Mpbs).

We offer a choice of mobile or fixed 4G LTE devices to give you access when and where you need it. It depends on where you need to connect and how many devices you need to connect.

View our current list of devices here.

The ZTE Warp Connect does support the use of an external antenna, but Mobile Beacon does not offer (and has not tested) any compatible external antennas for this device. You may be able to purchase one independently from Mobile Beacon, but you are responsible for ensuring it is compatible with the device and is compliant with Mobile Beacon's LTE Customer Agreement, which includes Sprint's Acceptable Use Policy and Terms of Service.

Our service is currently provided on the Sprint 4G LTE network, which covers more than 280 million Americans in over 550 U.S. cities. For instructions on how to check coverage and view a list of cities where Sprint’s LTE service is available, visit http://www.mobilebeacon.org/lte-coverage/.

View our detailed instructions for how to check 4G LTE coverage in your area before checking coverage on Sprint.com.

Sprint’s coverage map can't guarantee coverage; rather, it approximates your anticipated coverage. Certain areas may have limited or no coverage, and various factors (e.g. terrain, foliage, buildings) may affect your actual coverage at a particular location.

No, you do not need to make an account on Sprint.com nor do you need to register your LTE devices on Sprint.com. Accessing the Manager’s Page for your device will give you access to all of your informational or personalization needs. If you have any additional questions or concerns, please contact Mobile Beacon’s Customer Care Team at service@mobilebeacon.org.

You can easily order more devices through our online order form. Choose existing client during the order process and your new device will be added to your account.

Please contact us immediately if your device is lost or stolen. You can reach us by emailing service@mobilebeacon.org with the subject line “Lost Device” or “Stolen Device,” or you can call us at 401-934-0500. We will need the PTN and MEID (DEC) of that device in order to cancel the service and prevent unauthorized access.

If your device is deemed defective and you are within the 60-day trial period, you should email service@mobilebeacon.org with subject line “Cancellation Request” within the first 60 days following your purchase. Be sure to include the PTN and MEID (DEC) of any device you wish to cancel in your email. Someone from our Customer Care Team will email you back with information on how to return your device and receive a replacement.

If your device is deemed defective after the first 60 days, the issue may be covered during the first year under a Limited Manufacturer’s Warranty. Please contact Mobile Beacon’s Customer Care Team at 401-934-0500 and a team member will help you through this process.

If you would like to change or cancel your service plan, please email our Customer Service team at billing@mobilebeacon.org and let us know what changes you would like to make to your account. In your email, please include the PTN and MEID (DEC) of any device you need to update or cancel. This will help to expedite your request.

We know how important it is to have a reliable, mobile internet service that works for you, and we believe only you can be the judge of whether our service meets your needs. That’s why we offer a 60-Day Limited Refund Policy with any new purchase. We want to give you ample time to evaluate whether our service and device will meet your organization’s needs.

We also understand our not-for-profit clients work within limited budgets, so we recommend starting out by requesting a single device donation through our TechSoup donation program for public libraries and nonprofits, or through our Digital Wish donation program for schools, colleges, and universities. This will further reduce any upfront costs while you evaluate our service.

Mobile Beacon has a specialized team at Sprint who will handle your technical support inquiries. You may reach them at 877-879-5031 24 hours a day, 7 days a week. Please provide Sprint with the personal telephone number (PTN) of the device you are calling about.

We suggest visiting Sprint’s support page and searching for the 4G LTE device you purchased through us by name. There you will find detailed tutorials, FAQs, and troubleshooting tips specific to your device.

Below is a list of LTE devices with a link to the corresponding Sprint support page for your reference:

Modems:

Netgear 6100D

USB Modems:

Netgear 341U

Mobile Hotspots:

ZTE Warp Connect
Franklin Wireless R910
Franklin Wireless R850
Netgear Fuse
Novatel MiFI 500
Netgear Zing
ZTE Pocket WiFi

Once you are connected to the WiFi network of your 4G LTE mobile hotspot, you can access the Manager’s Page through the connected device’s web browser. Enter http://192.168.1.1, or the device specific URL below, into the address bar to navigate to the Manager’s Page. On the Manager’s Page you can change your WiFi network’s name and/or password as well as Check Usage, Check for Updates, and so much more.

ZTE Warp Connect

http://myhotspot

Franklin Wireless R910

http://myhotspot

Franklin Wireless R850

http://myhotspot

ZTE Pocket WiFi

http://myhotspot

Novatel MiFi 500

http://sprinthotspot

NETGEAR Fuse

http://myhotspot

NEATGEAR Zing

http://sprinthotspot

If you are experiencing any issues with your device please call our Customer Service Team right away. To best support you, Mobile Beacon would prefer to call Sprint’s Technical Support with you. Please contact us first before calling Sprint and have the device with you when you call.

Mobile Beacon Customer Support:
(401) 934-0500
service@mobilebeacon.org
Available 8:30 AM – 5 PM EST, Monday – Friday

If you need to call Sprint Technical Support outside of Mobile Beacon’s business hours, please have your device available. Record the name of the Sprint representative you spoke with and the Interaction ID Number of the call.

Sprint Technical Support
(877) 879-5031
Available 24 hours a day, 7 days a week

Sprint provides a tool for content filtering on the devices. If you are interested in applying Sprint’s content filtering tool, please email service@mobilebeacon.org with the subject line “Content filtering for Mobile Beacon devices.” A customer service representative will reach out to you with more information about Sprint’s content filter tool.

No. The hotspots are mobile devices that are designed run off of their own rechargeable battery. The estimated battery life is 8-10 hours before recharging is necessary. Please be careful not to over-charge your hotspot. Overcharging can cause significant damage and/or loss of life to the battery. Please note: The battery is not typically covered under the limited manufacturer warranty.

If you are tethering with the device (providing internet to a computer via a USB connection), try removing the battery once the device is fully charged to prevent overcharging. Often, the device will receive enough power from the USB cable. If the device does not have enough power to stay connected without the battery in it, please remember to unplug it anytime that it is not being used to tether.

Mobile Beacon is here to help assist you if you are experiencing difficulties with your device and need technical support. To best support you, Mobile Beacon would prefer to call Sprint’s Technical Support with you. Please contact us first before calling Sprint and have the device with you when you call.

Mobile Beacon Customer Support:
(401) 934-0500
service@mobilebeacon.org
Available 8:30 AM – 5 PM EST, Monday – Friday

If you need to call Sprint Technical Support outside of Mobile Beacon’s business hours, please have your device available. Record the name of the Sprint representative you spoke with and the Interaction ID Number of the call.

Sprint Technical Support
(877) 879-5031
Available 24 hours a day, 7 days a week

Qualifying 501(c)3 nonprofits, schools and libraries can receive up to 11 donated 4G devices per fiscal year (July 1st – June 30th).

In order to apply for Mobile Beacon’s product donation offering on TechSoup.org, you must register your organization with TechSoup and confirm eligibility. Once you are registered and verified your organization qualifies for Mobile Beacon’s donation, follow these easy steps to request your donation.

  1. Visit www.techsoup.org/mobile-beacon and add the Mobile Beacon offering you would like to request to your shopping cart. You may choose a single device, up to 5 devices, or up to 10 devices.
  2. Complete the checkout process with TechSoup. Please note there is an administrative fee payable to TechSoup to participate in these programs.
  3. Once TechSoup confirms your eligibility, you will receive an email with a unique promotion code and instructions on how to order the donated device(s) and related 4G service using Mobile Beacon’s online order system.
  4. Complete Mobile Beacon’s online application to order your devices. Make sure to enter the promotion code from the TechSoup fulfillment email to ensure you get the discounted rate.

If you were approved by TechSoup for this program, you would have received an email from fulfillment@techsoup.org with the subject line, “Your Mobile Beacon Donation Request #XXXXXXX Through TechSoup”. This email contains the instructions for how to order your device(s) through us. Make sure you enter the promotion code in your email when you order online so you receive the appropriate discount.

Although you received a donation through TechSoup, you are a Mobile Beacon client and it’s our priority to provide you with ongoing support. Visit the Account Management and Technical Support sections of our FAQs for details on common questions like how to make changes to your account, troubleshoot devices, or replace a lost/stolen device.

TechSoup charges a nominal administrative fee for each donation or discount request. This small fee helps support the development and administrative costs associated with making this program available to nonprofits, charities, and public libraries.

Yes, you may request additional devices at any time. You can place an additional order through our online ordering form, or email info@mobilebeacon.org if you’d like to place an additional order later. A Mobile Beacon sales rep will contact you and send you an invoice for the additional devices.

No, TechSoup’s administrative fee is nonrefundable. TechSoup charges this nominal fee to help cover the administrative cost these nonprofit organizations incur in making these donation programs available to you. However, if you are not satisfied with the device or service you purchased through Mobile Beacon, you may return it for a refund of the associated service plan fee under Mobile Beacon’s 60-Day Limited Refund Policy.

Mobile Beacon is proud to be the only mobile broadband service provider to make our devices available as a donation through Digital Wish’s donation program. The goal of this program is to help schools and libraries get much-needed 4G LTE broadband access, so they can better carry out their missions. Qualifying educational organizations can receive up to 11 donated 4G devices per fiscal year (July 1st – June 30th).

  1. Visit Digital Wish to become a member and register your organization for free.
  2. Select “Shop” from the main menu, and then select “Mobile Broadband.”
  3. Choose the Mobile Beacon program that offers the number of devices you need and check out through Digital Wish.
  4. After Digital Wish approves your donation request, they will email you instructions for how to order your chosen devices using Mobile Beacon’s online application.

To understand the coverage in your area, enter your address at http://coverage.sprint.com. Once there, follow these steps below to check coverage:

  1. Enter your address and click “Map It!” as shown in Section A above.
  2. Click and view the “Data” tab as shown in Section B above.
  3. You will see a pop-up that says, “Coverage depends on your device.” You can select a one of the 4G LTE devices we offer, or click “No thanks, show me all coverage.”
  4. LTE coverage will be designated as “LTE Plus” or “4G LTE” (Section C).

If you were approved by Digital Wish for this program, you would have received an email from orders@digitalwish.org with the subject line, “Mobile Beacon Activation – [Number of Devices you were approved for]. This email contains the instructions for how to order your device(s) through us.

Make sure you enter the promotion code in your email when you order online so you receive the appropriate discount!

Although you received a donation through Digital Wish, you are a Mobile Beacon client and it’s our priority to provide you with ongoing support. Visit the Account Management and Technical Support sections of our FAQs for details on common questions like how to make changes to your account, troubleshoot devices, or replace a lost/stolen device.

Mobile Beacon and Digital Wish try to meet the needs of all of our clients. If you are interested in a bulk purchase, please contact orders@digitalwish.org to apply for a quantity extension. We will review each bulk request on a case-by-case basis.

If you are not approved for a larger allotment of donated devices, you may request additional devices at any time. You can place an additional order through our online ordering form, or email info@mobilebeacon.org if you’d like to place an additional order later. A Mobile Beacon sales rep will contact you and send you an invoice for the additional devices.

No, Digital Wish’s administrative fee is nonrefundable. Digital Wish charges a nominal fee to help cover the administrative cost these nonprofit organizations incur in making these donation programs available to you.

However, if you are not satisfied with the device or service you purchased through Mobile Beacon, you may return it for a refund of the associated service plan fee under Mobile Beacon’s 60-Day Limited Refund Policy.

Mobile Beacon has created an online renewal system that makes renewing your service fast and easy! Approximately 30-45 days prior to your renewal date you will receive an email with a link to the online renewal site. Within the online renewal system you will have the option to:

  • Review any upcoming renewals for service plans expiring in the next six months. You will be able to prepay for these upcoming renewals, defer your decision to renew, or notify us if you would like to cancel any line(s) of service at the end of your service term.
  • View any upcoming cancellations (if you previously notified us that you wish to cancel a line of service at the end of a service term that has not expired yet).
  • Reactivate any line(s) of service that have expired in the last 60 days (if applicable).

For your convenience you can pay directly in the renewal system by using any major credit card. Paying by credit card is the fastest method and will ensure that there will be no disruption to your service.

You also have the option to pay for your renewal by check*. Just make sure to check off the pay by check option during the renewal process. Please print out your summary email and mail it along with your check to:

Mobile Beacon
2419 Hartford Ave.
Johnston, RI 02919.

*Please note: if your check is not received and processed prior to the end date of your current service term, you may experience a lapse in service until such time as your payment is received and processed.

No. Mobile Beacon will not cancel any service plan until after the service end date has expired. If your service plan expires you will receive a cancellation notice that also includes a link to the online renewal system where you will have the option to renew any canceled lines of service.

To provide the most affordable 4G LTE unlimited internet service, Mobile Beacon currently only offers a one-year service plan.

We are sorry you are experiencing some difficulty with the online renewal system. To complete your renewal, please clear your browser cache and try the process again with different browser. If you are still having issues, please contact Mobile Beacon by emailing service@mobilebeacon.org, and our customer service team will help you complete your renewal. Please include a screenshot of the issue, what operating system you were using, what browser and its version you were on, and the error message you received. Including that specific information will help us resolve the problem. Thank you!

If your service was canceled less than 60 days ago, you can use the link provided in the cancellation summary email to reinstate your service. The subject line for this email reads: "[Account name] Your Service Has Expired". If your service was canceled more than 60 days ago, please email our Customer Service Team at service@mobilebeacon.org with the subject line: “Reactivation request for [Insert your organization’s name].” Please make sure to include the device’s MEID and PTN numbers in the body of your email. We will get in touch with you as soon as possible.

If your service was canceled less than 60 days ago, you can use the link provided in the cancellation summary email to reinstate your service. The subject line for this email reads: "[Account name] Your Service Has Expired". If you canceled service on a device more than 60 days ago, you can no longer renew that line of service using the online renewal system. However, Mobile Beacon would be happy to activate any canceled lines of service for you at any time. Please email our Customer Service Team at service@mobilebeacon.org with the subject line: “Reactivation request for [Insert your organization’s name]” please make sure to include the device’s MEID and PTN numbers in the body of your email. We will get in touch with you as soon as possible.

Mobile Beacon offers a one-year warranty on all of our devices. Do not renew a service plan for a defective device that is outside of its warranty period. You will need to order a new device with a new service plan. Please reach out to us if you have any questions by emailing service@mobilebeacon.org or calling 401.934.0500. If you are still within the warranty period you can renew that line of service, but email service@mobilebeacon.org before your warranty period to get a replacement device. The service plan will be transferred to the replacement device.

We know how important it is to have reliable, mobile internet service that works for you, and we believe only you can be the judge of whether our service meets your needs. If for any reason you are not satisfied with the device or service that you purchased through Mobile Beacon, you may return the device and cancel your service within 60 days of the date that device was shipped to you. Review our 60-Day Limited Refund Policy, which includes instructions for how to request a refund.

No, the administrative fee was paid directly to TechSoup or Digital Wish, and therefore Mobile Beacon cannot provide a refund. TechSoup and Digital Wish charge this nominal, nonrefundable fee to help cover the administrative cost they incurred in making these donation programs available to you.

All new or open-box devices purchased from Mobile Beacon have a limited one-year warranty from the date that such device was shipped to you. Devices that are determined by the Sprint Care or Sprint Technical Support teams to be defective within this time period are eligible for a replacement. The replacement device will be the same or similar in price and function. If no replacement is available, we reserve the right to refund you the original purchase price of the device (excluding shipping) and any full, unused months remaining on your associated 4G LTE service plan.

Please review our Defective Device Replacement Policy in detail, which includes instructions for how to initiate a request for a replacement if you contacted Sprint Technical Support outside of our normal business hours.

Customer safety is always our top priority. These reports are currently being investigated by our device provider, Sprint, who has also notified the device manufacturer, ZTE Corp, to ensure these issues are being investigated and tracked. These investigations are in-process, and we do not yet know the specific cause of these reports. We will keep our customers informed of any further developments.

In the meantime, we ask that you make all users of this device aware of these reports and remind them to review Sprint’s ZTE Warp Connect user guide, which contains important information about appropriate use of the device as well as precautions and signs of potential malfunctions.

The cause of these reported incidents is currently being investigated by our device supplier, Sprint, who is also working with the device manufacturer, ZTE Corp, to investigate and track this issue. Although we do not yet know the results of these investigations, we will keep all of our customers informed of any further developments.

In the meantime, we ask that you make all users of this device aware of these reports and remind them to review Sprint’s ZTE Warp Connect user guide, which contains important information about appropriate use of the device as well as precautions and signs of potential malfunctions. Please promptly alert our Customer Service Team at service@mobilebeacon.org if you encounter any issues with your ZTE Warp Connect.

If you are experiencing any issues with your ZTE Warp Connect please call our Customer Service Team right away at (401) 934-0500. If you experience an issue during our business hours (8:30 am - 5:00 pm ET, Monday-Friday), we ask that you call us first. Our team will facilitate a phone call with Sprint’s Technical Support team to ensure the issue is resolved to your satisfaction.

Mobile Beacon Customer Support:
(401) 934-0500
service@mobilebeacon.org
Available 8:30 AM – 5 PM EST, Monday – Friday

If you need to call Sprint Technical Support outside of Mobile Beacon’s business hours, please have your device available. It’s important that you record the name of the Sprint representative you spoke with and request the Interaction ID Number of the call so we can follow-up on your behalf to resolve any open issues.

Sprint Technical Support
(877) 879-5031
Available 24 hours a day, 7 days a week

All new or open-box devices purchased from Mobile Beacon have a limited one-year manufacturer warranty from the date that such device was shipped to you. Devices that are determined by the Sprint Care or Sprint Technical Support teams to be defective within this time period are eligible for a replacement. The replacement device will be the same or similar in price and function. If no replacement is available, we reserve the right to refund you the original purchase price of the device (excluding shipping) and any full, unused months remaining on your associated 4G LTE service plan.

Please review our Defective Device Replacement Policy in detail, which includes instructions for how to initiate a request for a replacement if you contacted Sprint Technical Support outside of our normal business hours.

If you are within the first 60 days from the date your device was shipped to you, you may return it and request a refund by emailing service@mobilebeacon.org. Please review our 60-Day Limited Refund Policy for specific instructions.

If you are outside the 60 day window, you can purchase another device from Mobile Beacon at our current rates, plus shipping and handling. Mobile Beacon will transfer any remaining months of service to the new device. If you are interested in exchanging your device, please contact our Customer Service Team at service@mobilebeacon.org.

Mobile Beacon will honor any donation fulfillments from TechSoup or Digital Wish requested during the 2018 fiscal year (July 1, 2017 - June 30, 2018). Customers can go to Mobile Beacon’s order form to order their remaining device(s). Mobile Beacon will be fulfilling these orders with a comparable device, the Franklin R910. Additional information about the R910 can be found here. If you have any difficulty completing your order, please contact our Customer Service Team at service@mobilebeacon.org.

CONTACT US

Questions, concerns, compliments?

 

SITEMAP