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FAQs

  • General Service & Device Questions
  • Coverage Questions
  • Account Management Questions
  • Technical Support Questions
  • Device Replacement Questions
  • Grant Program Questions
  • TechSoup Partner Program Questions
  • Digital Wish Questions
  • Online Renewal Questions
  • Refund and Return Policy Questions
  • Transition to T-Mobile Questions
 

We provide qualified schools, libraries, and nonprofit organizations with affordable, unlimited mobile broadband internet access at a dramatically reduced rate of $10/month paid annually in advance ($120/year) for 4G service and $20/month paid annually in advance ($240/year) for 5G service.

Mobile Beacon’s 4G and 5G Unlimited Data Plans provide uncapped, unthrottled data. Our service is currently provided over the T-Mobile network and is therefore subject to T-Mobile’s network management policies and practices. See our Open Internet Disclosures for further details.

5G is the fifth generation of wireless  network technology, which is designed to meet today's growing data needs. 5G will also allow for the expansion of mobile technology and the Internet of Things, which exceeds the capabilities of 4G LTE. 5G will easily transmit large amounts of data, providing you faster speeds and less buffering on multiple devices. Mobile Beacon is proud to provide our customers with affordable, unlimited access to America's largest and fastest 5G network.* While T-Mobile's 5G network buildout is underway and while 5G is not available in all areas, our 5G service is available in nearly twice the areas of AT&T and nearly five times that of Verizon.

5G isn't replacing 4G anytime soon. In fact, they will co-exist and work together. All of our 5G service plans include 4G access and your device is configured to seamlessly connect to either technology depending on coverage and availability.

Our 4G service provides a larger coverage footprint than ever before. Our 4G service can handle fast speeds and strong connections between multiple devices. The service is available in most markets across the country, including rural areas and major metropolitan cities. Visit our coverage page for more information.

*5G capable device required; 5G coverage not available in some areas. T-Mobile has America's largest 5G network with more 5G bars in more places. Fastest: Based on median, overall combined 5G speeds according to analysis by Ookla® of Speedtest Intelligence® data 5G download speeds for Q4 2021.

5G is the fifth generation of wireless network technology, which is designed to meet today's growing data needs. 5G will also allow for the expansion of mobile technology and the Internet of Things, which exceeds the capabilities of 4G LTE. 5G will easily transmit large amounts of data, providing you faster speeds and less buffering on multiple devices.

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

No. Mobile Beacon’s service plans provide unlimited dataplan subject to T-Mobile’s network management policies for the unlimited plan it offers its retail customers. While there is no preset data cap or automatic reduction in throughput when a user consumes a certain amount of data, the Fair Use Threshold (FUT) for these plans is 100 GB per month. After this threshold is reached, users will be deprioritized during times and places where the T-Mobile network is experiencing congestion. The practice of deprioritizing certain users after the FUT is reached during periods of network congestion is a network management practice called Quality of Service (QoS), which all network operators utilize, including T-Mobile. If a user is deprioritized, they may experience a temporary slowdown for a few seconds, a few minutes, a few hours, or not at all. This deprioritization 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 dramatically reduced speeds (e.g. 128 Kbps) for the remainder of their billing cycle. See our Open Internet Disclosures for further details.

Quality of Service (QoS) is different from throttling in several ways. First, it is not automatically triggered by reaching a certain data level. With throttling, speeds will automatically be dramatically reduced to 128-256 Kbps as soon as a certain data allotment is reached, regardless of network capacity. QoS is the act of prioritization of network data where reduced speeds only occur during periods of network congestion.

If a Mobile Beacon customer reaches their Fair Use Threshold (currently 100 GB/month for devices with a T-Mobile SIM card or 50 GB/month for devices with a Sprint SIM card), it is only after that point that they would experience any deprioritization and only at times in and in areas where the Provider's network is constrained. If this occurs, 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).

QoS is a network management technique that is used by all telecommunications operators, including T-Mobile and Sprint. See our Open Internet Disclosures for further details.

We offer a variety of mobile devices to give you access when and where you need it.

View our current list of 4G devices here and 5G devices here.

Mobile Beacon’s shipping and handling fees are calculated based on the number of devices purchased. Our current shipping and handling fees are below. Please note these are subject to change.

  • Up to 10 purchased devices will be charged $9.00 per device
  • 10-49 purchased devices will be charged $5.00 per device
  • 50-99 purchased devices will be charged $2.30 per device
  • 100-499 purchased devices will be charged $2.25 per device
  • 500 or higher will be charged $1.90 per device

Requests to transfer any remaining months of service between devices should be sent to [email protected]. Include the serial numbers of both devices and specify which device the service will be transferred to. Please note that service can only be transferred to a non-defective device and within the same organization. Libraries can transfer service to devices at different branches.

Mobile Beacon can provide your organization with a monthly data usage report. Reports are made available on the 15th of each month for the previous month and include the data usage in GB per device. Please email [email protected] to request to receive your data usage report monthly.

Mobile Beacon offers unlimited and uncapped mobile broadband service. The data limit display you are seeing is a default displayed by the manufacturer and has no impact on the unlimited service that Mobile Beacon provides to it customers. Your device will NOT stop working or be throttled if you use more than 20 GB of data in a month. We understand this can be confusing, so we have options to update the display of your device below.

To update the display message on your FranklinT9 device:

  1. Connect to the hotspot and Access the Mobile Internet Admin Page. http://mobile.hotspot or http://192.168.0.1.
  2. Select the Home tab to view data usage.
  3. Select Settings > Device > Data Usage to adjust the usage limit

To update the display message on your Alcatel Linkzone:

  1. Login to the device as an administrator > Go to http://mobile.hotspot > Enter Admin Login password (May be forced to change password).
  2. Go to the “Information” tab
  3. Choose the “View Plan Details” tab
  4. View or change Monthly data plan limit, set to zero to cancel data limit.

To Change the Display on your M2000 device use the steps below:

  1. Go to the Data Usage Page. Click Reset data counter now: Restarts data usage at zero.
  2. Reset the data counter on this day of the month by selecting from the drop-down: Specify a day of the month to restart data usage at zero
  3. Maximum data limit: Enter a data limit by selecting from the drop-down

To update the display message on your FX2000 device:

  1. You can monitor and manage data usage on your FX2000 using the Data Usage page. On the Admin Web UI Home page, the Data Usage panel shows current data usage information.
  2. To manage or view data usage, select from the Home page Data Usage panel or select Data Usage from the side menu. The Data Usage page appears.
  3. Use the Data Usage page to view details and manage your FX2000 data usage. NOTE: Your FX2000 provides only a rough estimate of data usage. Always check with your service provider for exact usage.
  4. Maximum data limit: Enter a maximum data limit, if desired to 100GB
  5. Select Save Changes to enact changes.

**Leaving the device with its original display or changing the display will not impact your service. If you experience any issues with your service, please contact our Customer Service team at (401) 934-0500 or [email protected].

Typically the Wi-Fi network name and password information is located on a sticker under the battery on the device. Hotspot devices with a screen will display the Wi-Fi Name and Password. Consult your device’s manual for specific instructions.

Mobile Beacon recommends taking a photo of the information before putting the battery in the first time. If you have a large number of devices including the Wi-Fi network, password, PTN and serial number on an excel spreadsheet can be extremely helpful for managing your devices.

Typically the serial number (sometimes called the IMEI) is located on a sticker under the battery on the device.

Mobile Beacon recommends taking a photo of the information before putting the battery in the first time. If you have a large number of devices including the Wi-Fi network, password, PTN and serial number on an excel spreadsheet can be extremely helpful for managing your devices.

"Extended Range 5G" refers to T-Mobile's low-band 600 MHz spectrum that reaches far and wide for nationwide coverage. Low-band spectrum is great for coverage, both indoor and outdoors, but it does not provide the same speed and capacity as higher band spectrum. If your device indicates it is on Extended Range 5G, it means it is only accessing 5G on T-Mobile's low-band spectrum.

"Ultra Capacity 5G" utilizes T-Mobile's mid-band and high-band (mmWave) spectrum, which together deliver a speed and capacity boost above what is experienced on Extended Range 5G. With greater bandwidth and capacity to carry large amounts of data at speeds as fast a Wi-Fi, Ultra Capacity 5G delivers a high performance connection and is available nationwide to 200 million people.

Our service is currently provided on the T-Mobile network. For instructions on how to check coverage, visit our coverage page.

View our detailed instructions for how to check 4G LTE coverage in your area.

The T-Mobilecoverage 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. Mobile Beacon will reach out to you before completing your order if we have any concerns about the quality of the service in your area.

Please contact us immediately if your device is lost or stolen. You can reach us by emailing [email protected], or you can call us at 401-934-0500. We will need the PTN and the serial number of that device to cancel the service and prevent unauthorized access.

If you would like to make any changes to your account, please email our Customer Service Team at [email protected]. Please include the PTN and the serial number of any device you need to update or cancel.

We know how important it is to have a reliable, mobile internet service that works for your organization, 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 to give you ample time to evaluate whether our service and device will meet your organization’s needs.

We also understand our non-profit clients work within limited budgets, so we recommend starting 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.

Requests to add, delete or update contact information should be provided in writing by the primary contact on the account. Email [email protected] and include the following information: name, title, contact number, and email address. If the primary contact is no longer with the organization, any active contact on the account can provide the information referred above.

Mobile Beacon’s service is only available to eligible community anchor institutions. Organization-based emails are required to help validate your eligibility. If you are associated with more than one organization you must provide an organization email address for each organization. Please contact our Customer Service Team with any questions at [email protected].

If your organization has more than one device, we recommend you create a spreadsheet with all of the pertinent device information to make managing your devices simple. Mobile Beacon created a sample document so you can easily store all of your device information. Click here to download the device tracking spreadsheet.

If you are experiencing any issues with your device or service, please call our Customer Service Team immediately.

Mobile Beacon Customer Support:
(401) 934-0500
[email protected]
Available 8:30 AM – 5 PM EST, Monday – Friday

If you need to call Technical Support outside of Mobile Beacon’s business hours, please have your device available. Record the Interaction ID and name of the representative who assisted you. We need the Interaction ID to coordinate any follow-up that results from this call if your issue has not been fully resolved. We strongly encourage you to proactively ask for an Interaction ID before you end the call. Additionally, please provide any details about the issue you were experiencing.

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

Franklin T9 & Linkzone 2 - Access device settings using the Hotspot Manager

  1. Connect your hotspot to the computer you will be using to access the Manager page.
  2. Open a browser and navigate to http://mobile.hotspot
  3. Enter your password and click Login. (Default password is admin and must be changed in order to proceed)

Mifi M2000 - Access device settings using the Hotspot Manager

  1. Connect your hotspot to the computer you will be using to access the Manager page
  2. Open a browser and navigate to http://my.mifi
  3. Enter your password and click Login. (Default password is the same as your Primary network password and must be changed in order to proceed)

Yes. If you are placing an order for a new device and would like it to have the content filter already applied, please check the box on step 2 during check out when you place your order using our online order form.

If you already have a Mobile Beacon device and would like to add this feature, please email our Customer Service Team at [email protected] with the serial number of the device(s).

No. The hotspots are mobile devices that are designed to run off of their rechargeable battery. The average battery life is 8-10 hours before recharging is necessary. (Battery life varies by device). Do not leave your hotspot continuously charging. Overcharging can cause significant damage and/or loss of life to the battery. Please note that 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. Our staff is available to help you during our regular business hours. Please have your device(s) available when you call.

Mobile Beacon Customer Support:
(401) 934-0500
[email protected]
Available 8:30 AM – 5 PM EST, Monday – Friday

If you need to call Technical Support outside of Mobile Beacon’s business hours, please have your device available. Record the Interaction ID and name of the representative who assisted you. We need the Interaction ID in order to coordinate any follow-up that results from this call if your issue has not been fully resolved. We strongly encourage you to proactively ask for an Interaction ID before you end the call. Additionally, please provide any details about the issue you were experiencing.

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

It’s important to have the most current software version on your device. Software updates can improve device stability and ensure you get the benefit of the latest security patches and new performance enhancements as they become available. To ensure your device’s software is up-to-date, follow the specific instructions listed for your device below.

5G Mifi M2000

  1. Check for New Software Update
    1. Last check for update: The date and time the M2000 last checked to see if an update was available.
    2. Update status: This is area is usually blank. If you check for an update, the result of that check, or the download progress of an update displays.
    3. Check for Update: Click this button to manually check for available software updates. If a new software update is available, it is automatically downloaded.

Franklin T9

  1. From the Web UI, click Settings > Device > Software Update
    1. Firmware: Current software version
    2. Upload Software: A new software will be updated automatically.
    3. Check for New Software: Check if the current software version is up to date. If not, the latest version will be installed.
  2. Click Save Changes to save your settings.
  3. Restart the Device.

Franklin T10

Every 48 hours, your mobile hotspot will check for new software when it is powered on. If a new update is available it will be downloaded in the background and wait to be applied the next time it is turned off.

  1. Log in to the Mobile Hotspot Admin page.
  2. Click the Settings > Device > Software Update > Save Changes.
  3. Under "Check for New Software" click Check.
  4. In order to install the new software, you must turn off the device by long-pressing the Power/Menu button.
  5. The LCD display will show the status of software update and will turn off when the update is complete.

Find out more here.

If your device's Security Mode is not set to WPA2, you can change the security using the following steps.

  1. Log in to Linkzone2 GUI using Admin password
  2. Navigate to Settings, WiFi settings
  3. In SSID section, choose “Security mode” and select WPA2

Mobile Beacon's defective device policy can be found here.

If your device is out of warranty you have the option to purchase a replacement device. Click here to order your replacement device directly

Please contact our customer service team at [email protected] including your device serial number and they will verify the warranty status of your device(s).

Mobile Beacon currently offers two grant programs: the Wi-Fly Digital Inclusion Grant and Connect for Success Grant. Choose the right grant for your organization by reviewing the requirements.

It is important that your grant application is as detailed and thoroughly written as possible.

Please include details about your organization, who you will reach, details about your program/project, how this will help your audience, and how will you measure the impact of your project.

  • You must fall within Mobile Beacon’s coverage area.
  • Grant recipients must also sign and abide by Mobile Beacon’s terms and conditions. *Please review the terms and conditions to ensure you can comply before applying.
  • There must be a clear plan, outlined in your application, on how your organization will use the awarded equipment and service.
  • Your organization must meet the requirements of the grant you are applying for. Ex: A non-profit organization is ineligible for a Connect for Success Grant, but may apply for the Wi-Fly Digital Inclusion Grant.
  • Mobile Beacon requires two feedback and evaluation reports during this one-year grant period. Submitting late or incomplete reports and delays in completing activities will impair project success.

Applications are accepted on a rolling basis.

Winter/Spring
Applications accepted from January 1st - May 31st
Grantees receive awarded equipment by September 30th

Summer/Fall
Applications accepted from July 1st - November 30
Grantees receive awarded equipment by January 31st

After applying, please allow our Program Team time to review your application. Once reviewed, our Program team will be in contact with your grant administrator about the next steps. Send any questions or concerns to [email protected]

  • After receiving your award notification, your grant administrator will send the necessary paperwork. This paperwork should be signed by an authorized representative of your organization with information about your organization (i.e. E.I.N, address, etc.).
  • The grant Paperwork must be signed, completed, and returned to us within 30 days of being awarded (unless otherwise discussed with our Programs Team).
  • Completed documents can be returned electronically by email ([email protected]) or delivered physically via U.S. mail, UPS, etc. Signatures on paperwork must be physically signed or signed electronically via Docu Sign, Adobe Signature, etc.

The grant period begins on the date the equipment is delivered to your organization and ends twelve (12) months from that delivery date.

Up to 25 mobile hotspots *, up to 25 laptops, and free unlimited Mobile Beacon internet service for 12 months. *Please contact us ([email protected]) if any specific technology requests will benefit the success of your organization's project.

For any questions or concerns regarding your grant, including your equipment, please contact our Programs Team via [email protected]. For any questions or concerns regarding communicating your grant, please email Lauren Yergeau, Marketing & Communications Manager at [email protected].

A CIPA-compliant tool for content filtering is available on the devices. If you are interested in applying this content filtering tool, please email [email protected].

If for any reason you have issues with any of your devices including being lost, stolen, or defective; please contact our Programs Team. To ensure your project is being implemented successfully, it is important that all devices are actively being used throughout the grant term. If any issues with your devices will disrupt device activity, please contact us at [email protected] immediately.

Mobile Beacon wants your program to be successful and for your organization to achieve the goals approved in your grant application. Please note, you must notify Mobile Beacon in advance, if ever there is a proposed change that deviates from what was included in the project proposal.

At the end of your grant term, all awarded equipment will remain in your possession, but the free service period will end. However, the service can be renewed through Mobile Beacon, please contact the programs team at [email protected] to learn more.

Qualifying 501(c)3 nonprofits, schools, and libraries can receive up to 11 donated devices per fiscal year (July 1st - June 30th). Libraries can receive up to 11 donated devices per branch per fiscal year. If you are interested in purchasing large quantities we have a bulk ordering option, please contact our Sales Manager at [email protected].

You can also always purchase additional devices beyond the annual cap of donated devices if you wish!

To apply for Mobile Beacon’s product donation offering on TechSoup.org, you must first 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 up to 11 devices.
  2. Complete the checkout process with TechSoup. Please note there is an administrative fee of $15/per device payable to TechSoup.
  3. Once TechSoup confirms your donation, you will receive an email with a unique promotion code and instructions on how to order the donated device(s) and related internet service using Mobile Beacon’s online order system.
  4. Place your order with Mobile Beacon to receive 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, you will receive a confirmation email from [email protected] with instructions on how to receive your donated devices and Mobile Beacon’s service.

Mobile Beacon will be providing you with ongoing support and account management. Please contact our Customer Service Team at [email protected] with any questions/concerns. Once you’ve placed your order on our website, you will receive a welcome email with various information on how to manage your devices.

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 directly from Mobile Beacon at any time. You can place an additional order through our online order form.

No, TechSoup’s administrative fee is nonrefundable. TechSoup charges this nominal fee to help cover the administrative cost incurred 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.

Yes, purchasing devices through our donation program only covers the cost of the actual device(s). You will be responsible for paying for the shipping and handling fees and Mobile Beacon’s service fee.

Mobile Beacon is proud 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 broadband access, so they can better carry out their missions. Qualifying educational organizations can receive up to 11 donated devices per fiscal year (July 1st - June 30th).

You can also always purchase additional devices beyond the annual cap of donated devices if you wish!

  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 and complete the checkout process with Digital Wish. Please note there is an administrative fee payable to Digital Wish.
  4. After Digital Wish approves your donation request, they will email you instructions on how to order your chosen devices using Mobile Beacon’s online application.
  5. Place your order with Mobile Beacon to receive your devices. Complete Mobile Beacon’s online application to order your devices. Make sure to enter the promotion code from the Digital Wish fulfillment email to ensure you get the discounted rate.

If you were approved by Digital Wish for this program, you would have received an email from [email protected] with 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!

Mobile Beacon will be providing you with ongoing support and account management. Please contact our Customer Serviced Team at [email protected] with any questions/concerns. Once you’ve placed your order on our website, you will receive a welcome email with various information on how to manage your devices.

Yes! 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 [email protected] to apply for a quantity extension.

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.

Yes, purchasing devices through our donation program only covers the cost of the actual device(s). You will be responsible for paying for the shipping and handling fees and Mobile Beacon’s service fee.

Mobile Beacon has an online renewal form that makes renewing your service fast and easy! Approximately 30-45 days before 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 prepay for 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.
  • 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 or by purchase order*. Choose either Purchase Order or Check under Payment Information in the renewal form. 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 before the end date of your current service term, you may experience a lapse in service until 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 with 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 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 a different browser. If you are still having issues, please contact Mobile Beacon by emailing [email protected], and our customer service team will help you complete your renewal. 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.

If your service was canceled more than 60 days ago, please email our Customer Service Team at [email protected].

Service canceled over 60 days ago, can no longer be renewed using the online renewal system. Please email our Customer Service Team at [email protected] for assistance.

We know how important it is to have a reliable, mobile internet service that works for your organization 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 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 Technical Support team to be defective within this 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 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 contact Technical Support outside of our normal business hours.

Mobile Beacon is offering upgrade options for all customers with an ACTIVE service plan. Please visit our Device Eligibility Page to view your eligible devices and review your options.

No, once you’ve upgraded your device(s) we can no longer reactive your older device(s). T-Mobile has announced that it will retire the legacy Sprint LTE network on June 30, 2022, which means that your old devices will no longer be compatible with the T-Mobile network and be able to receive our service after that date. We are making every effort to transition 100% of our customer’s devices to the T-Mobile network so we will not be re-activating any legacy Sprint devices.

We encourage you to e-recycle your older device(s). Staples offers an electronics recycling service nationwide, but you may have additional options near you.

We encourage you to e-recycle them! Staples offers an electronics recycling service nationwide, but you may have additional options near you.

Mobile Beacon is offering customers a two-week grace period as they upgrade their device(s). You will continue to receive service to your older device(s) for two weeks from the date your new device(s) were delivered. We hope this will provide you with enough time to collect any device(s) you have out in the community and replace them with the new, upgraded device(s). If you have concerns with the timing or need help developing a transition plan, please contact our Customer Service team at 401-934-0500 or [email protected].

Our Customer Service team is available to help you manage this transition. Our goal is to ensure that you and your end-users are able to migrate to the T-Mobile network as seamlessly as possible. During the order process, you will need to identify which devices you are replacing with a new T-Mobile 4G or 5G device of your choosing. Once those devices are delivered to you, you will have two weeks to work with your end-users to swap them out before service is canceled on your older device.

If you have a large number of devices loaned out, one way to manage this process is to break out the replacement process into smaller orders so you are working with a manageable number of end-users within each two-week window. We understand that the timing isn’t ideal, but we encourage you to start transitioning your users now. T-Mobile has announced it will retire the legacy Sprint network on June 30, 2022, and there will be rolling site decommissions and other transition work occurring between now and then. We don’t want any of your end-users to experience a loss or degradation in service, so the best protection for them (and you!) is to upgrade their device as early as possible. If you need assistance developing a transition plan, please contact our Customer Service team at [email protected] and we will help you identify options to develop a transition plan that works best for you. 

Not all devices require a SIM card upgrade. Please contact our Customer Service Team at [email protected] and they will be able to advise you on the transition plan for your particular device(s). We have a variety of options to help you transition or upgrade your devices, and our team can help you determine which offers you are eligible for and work with you on a transition plan.

When using the Device Eligibility Page, you need to enter your name and email address exactly as you did when placing your order with Mobile Beacon. Please be sure to enter your full name exactly as it appears in your offer email. If you continue to experience any issues, please contact our Customer Service Team at [email protected].

To upgrade your eligible device(s), those devices need to have an active Mobile Beacon service plan. Device(s) without a current service plan will not be eligible for an upgrade. If you receive an error message while completing your upgrade order, please contact our Customer Service Team at [email protected].

We have a variety of upgrade options to get you access to the full coverage footprint and benefits of T-Mobile’s most advanced network ever. Your legacy Sprint devices may be eligible for a free 4G mobile hotspot replacement, a free SIM card replacement, and/or a discount on a 5G device so you can try our new, blazing-fast 5G service on America’s largest 5G network.

You can view our list of available devices, here.

To see which offers you qualify for, visit our Device Eligibility Page. You will need to enter your name and email address exactly as you did when placing your order with Mobile Beacon. Please be sure to enter your full name exactly as it appears in your offer email. If you experience any issues, please contact our Customer Service Team at [email protected].

Yes! Mobile Beacon is offering our customers flexibility in choosing how to transition their device(s). You can choose to upgrade your device(s) to the M2000 at a discounted price through the Device Eligibility Page. Since your 4G service plan is nontransferable, you will need to purchase an unlimited 5G service plan at the time of upgrade, currently at $20/month. Mobile Beacon will refund you any unused months of your 4G plan.

There are three different size SIM cards; Standard, Micro, and Nano. You will need to punch out the Nano SIM to insert it into your device. This is the smallest SIM card option you will find on the T-Mobile card.

Please click here for instructions on how to insert your SIM card.

Most customers with a T-Mobile-branded device purchased were provisioned with a Sprint SIM card. We always have our customers’ best interests at heart, so rather than simply offering you a new SIM card, we’re offering a free device replacement that comes with a new one-year warranty. With this new device, you’ll enjoy the full access and benefits of T-Mobile’s most advanced network yet. Click here to check if your device(s) are eligible for this update.

Most customers with a T-Mobile-branded device purchased were provisioned with a Sprint SIM card. However, we’ve made it easy for you to see which of your devices have a Sprint SIM card. Simply visit our upgrade eligibility page to get a complete list of qualifying devices. If a device is not on the list, it’s because it already has a T-Mobile SIM card.

 

Attention! Update on Mobile Beacon's Hours

Our office will be closed on Monday, July 4th in observation of the holiday.

Starting July 5th and running through Sept. 2nd, Mobile Beacon is changing our hours of operation. Our office will be open from 8 AM to 6 PM EST Monday through Thursday and 8 AM to 1 PM EST on Friday. You can always email our team at [email protected] or call our 24/7 Technical Support line at 877-879-5031.