WHI, Wireless Home Internet

5G Home Internet - Frequently Asked Questions

How long does it take to get started?

Getting started is quick! Simply choose your desired EarthLink 5G Home Internet plan, call our friendly Internet Experts at 866-311-2093 and you’re on your way! All orders processed before 3:15 pm ET on a business day are processed on the same day. Orders placed after 3:15 pm ET are processed on the next business day. 

Any order placed on Friday after 3:15 ET will be processed on the next business day. No orders are processed on Saturdays and Sundays. For a standard (normal) shipping delivery, an order takes approximately 2 business days for delivery.

You can easily activate and install the equipment yourself, no installation team is needed! Please note, your 5G Home Internet service will be automatically activated if you do not self-activate within 10 days of receiving your device.

What data plans do you have available?

5G Home Internet offers an Unlimited data plan with AutoPay (taxes additional).

Customers can enjoy flexibility with our month-to-month contracts. Plus, you’ll get support from EarthLink Customer Service.

What do data limits mean?

When you sign up for EarthLink 5G Home Internet, you’ll choose a data plan. Currently, we offer an Unlimited plan. The data plan indicates how much high-speed data you can use per month. This data automatically connects to the best signal available.

Depending on your plan, you can purchase more high-speed data in the EarthLink Portal if your speeds have slowed and you have not reached your next billing cycle. Data can be purchased in buckets of 25 GB and 50 GB.

How many devices can I purchase? How many will I need?

You will only need one device at your household. At this time, we are only offering one device per service address.

How many wireless devices can I connect to my Wi-Fi router?

You can connect up to 12 wireless devices to your 5G Home Internet router — it all depends on how you use it. But as more devices are added to your network, you may experience slower speeds due to traffic to the cell tower. 

Does this product have a contract?

With 5G Home Internet services you pay month-to-month.

By purchasing and using our 5G Home Internet service, you agree to our Terms and Conditions, including our Internet Service Agreement, which is located here: earthlink.net/tcs/internet-service-agreement.

If you choose to end your service, we’ll send you a prepaid UPS return label to return your router. If you don’t return the device within 15 days, there is a non-returned fee of $400 plus any applicable taxes.

Upon cancellation, your return label is sent to you via email and SMS. Print your prepaid return label and attach to the router box. Drop off at any UPS location for an easy return.

EarthLink offers the latest connectivity options for your home or business including 5G wireless, Fiber and Fixed Wireless technology. 

Existing customers can call us at 866-323-0325 for the latest upgrade offers.

New customers will not receive an EarthLink email address. Any existing customer who upgrades to 5G Home Internet and has an existing EarthLink email address can continue to use your existing email address.

Who is the underlying service provider? What towers do you use?

We offer our service through the leading 5G mobile carriers and have nationwide coverage.

What happens if the service does not work very well at my address?

Give us a call and let our internet experts help troubleshoot the issue. You can also view some common trouble shooting tips here .

What happens if I move to a new house?

If you are planning to move, call our Customer Care team at 866-323-0325.

I am not interested in 5G Home Internet. Do you have any other options?

We do! Visit our website at earthlink.net/internet to learn more about what services are available at your address.

Can I have the device shipped to an address different to the one on the account?

Yes! You can have different shipment addresses. Just let our team know that you would like it shipped to a different address when you sign up.

As a reminder, your billing address is used to check the coverage zones and calculate any applicable taxes.

Can I also use this at another address? Is it portable? Is this a hotspot?

5G Home Internet is a home internet service, not a mobile hot spot. When you purchase the 5G Home Internet service, EarthLink checks your signal strength based on the address you provide. It is not portable.

How long does shipping take?

For standard delivery, an order takes 2 business days for delivery via UPS. If an order is placed any time before 3:15 pm ET, the scheduled delivery will be two business days after signing up.

Is signature required for delivery?

No, there is no signature required for the delivery.

Can I pay extra for faster delivery?

Expedited delivery is currently not available.

Who is delivering?

Currently the deliveries are being handled by UPS.

How can I check the status of my order?

If you have placed an order for the device and have not received it yet, you can check your order status by logging into the EarthLink Portal.

Why am I not charged taxes on the additional data but only on my monthly charges?

Taxes are not charged on additional data, but are only charged on the monthly bill. For more information about taxes and fees visit the FCC website here .

EarthLink 5G Home Internet is a pre-paid service. You must provide a credit card to purchase the service and for auto debit of your monthly services. If you ever want to make a one-time payment or change your credit card on file, just visit us on the EarthLink Portal.

How do I manage my account?

Log in to the EarthLink Portal to view account information like data usage and billing information, purchase additional data, or make changes to your plan.

How will I get billed?

You will be billed in advance at the beginning of the billing cycle. We accept all types of credit cards for the payments.

Activation of the service requires the first month's bill to be paid prior to initial connection.

How do I cancel my 5G Home Internet Account?

We’re sorry to see you go! To cancel your account, please call our Internet Experts at 866-323-0325.

You do have to return the device after cancellation. If it is not returned within 15 days, there is a fee of $400 plus applicable taxes. Upon cancellation, your prepaid return label is sent to you via email and SMS. Print your prepaid return label and attach to the router box. Drop off at any UPS location for an easy return.

    • Related Articles

    • 5G Home Internet – Troubleshooting Tips

      Activation Success and Router Guide For initial activation and payment of first month's bill, follow steps at activate.earthlink.net Router Connection Success Light indicators Wi-Fi name Wi-Fi password Direct Device Login (Advanced users) *not ...

    • Troubleshooting Your Internet Connection

      No devices can connect to the internet Yes - All lights on the modem green Power cycle modem Wait 3 minutes and try to connect Still unable to connect to the internet? Reset modem Wait 3 minutes for all lights to turn green Unable to connect? Contact ...

    • EasyTech FAQ

      Summary Technology has become essential to our daily lives and surrounds us everywhere we go. From work to home, you will encounter smart home internet connected devices powering and controlling everything from our computers to entertainment to the ...

    • EarthLink Billing FAQs

      Overall Invoicing Questions Using the EarthLink Portal to Manage My Account EarthLink's My Account found in the EarthLink Customer Portal is your one-stop-shop for handling your account and services with EarthLink. The site is available 24 hours a ...

    • How to Report Fraud, Junk, and Spam Emails

      How to Report Fraud Junk and Spam Emails On this page: Why Should I Report Suspicious Email? What is spam? What is Email Fraud or Phishing? Reporting Spam & Email Fraud - Phishing What should I do if I feel like my account has been compromised by a ...