EarthLink Mobile Frequently Asked Questions (FAQs)

EarthLink Mobile Frequently Asked Questions (FAQs)

  1. How do I insert a SIM card?
    • First, please make sure that you are using the correctly-sized SIM card for your iPhone or Android. Check your phone’s manual to ensure you are using the correct SIM.
    • To insert a SIM Card into an iPhone: Stick a pin into the slot on the side of your iPhone. This should cause the SIM card tray to pop out. Line up the SIM card by the notch to place it on the tray and re-insert it back into the phone.
    • To insert a SIM Card into an Android: With the large variety of Android devices, there is no one way to insert a SIM card into your phone. For specific instruction on where to insert your SIM card, please refer to your phone’s manual or do a quick online search.
  2. Can I keep my current phone number?
    • Yes, you can transfer your existing number from your current carrier. To authorize the release of your phone number to EarthLink Mobile, you will need the following information from your current carrier:
      • Your account number
      • Your account PIN code
      • Your billing zip code
      • Your telephone number.
    • Your account number can generally be found on your billing statement, online account, or through your provider’s customer service department. We recommend calling your provider to ensure that your information is the most up-to-date.
    • Phone number transfers can take up to 24 hours to complete, but most transferred numbers are fully activated within 8 hours. Landline to mobile ports can take up to 10 business days to complete.
  3. What do I do if I have trouble getting my account information when trying to transfer my number from my current carrier?
    • Make sure all of your information is correct.
    • Most of the time when a carrier rejects a transfer out to another carrier it is due to incorrect information. Make sure you have the following details:
      • Account number
      • PIN code
      • Billing zip code
      • Phone number to be transferred
    • If you do not have this information, it can be obtained from your existing carrier. If you are having trouble getting your account information, make sure to ask to speak with someone in their porting department, or whoever handles number port outs.
    • Below are instructions for how to get your PIN and account numbers from some of the top wireless carriers.
      • T-Mobile
        1. Account number: The account number is 9 digits and can be found in your online account or in the upper right-hand corner of your bill.
        2. PIN: Contact T-Mobile at 1-877-453-1304.
      • Verizon
        1. Account number: The account number can be found online in Account Overview, or on your bill at the top. Verizon account numbers end in -00001 but should be entered without the dash.
        2. PIN: Verizon recently made a change to their port out process. You must request a Number Transfer PIN by dialing #PORT from your smartphone. After you receive your Number Transfer PIN, you can start the transfer process to EarthLink.
      • AT&T
        1. Account number: This can usually be found in the upper right-hand corner of any bill or invoice, or in your online account.
          • From your AT&T mobile device: Call *PORT. Follow the prompts to get your Number Transfer PIN sent to you via text You'll need your wireless passcode to complete your request.
          • With the MyATT app: Sign in using your AT&T wireless device. Go to your profile and select People & Permissions. Scroll to Transfer phone number and select Request a new PIN. Your Number Transfer PIN will display on the screen.
          • Online with MyAT&T: Go to your MyAT&T profile. Choose People & Permissions. Select Wireless. Scroll to Transfer phone number and select Request a new PIN. Your Number Transfer PIN will display on the screen
  4. How do I set up WiFi Calling & Text on my phone?
    • Android devices: You can set your Android device up for WiFi Calling & Text by doing the following. Go to your phone’s “Wireless and Networks” settings. Select the “More” or “More Networks” option. Find WiFi Calling & Text, and enable it.
    • You can set your WiFi Calling & Text Preferences by doing the following: Tap “WiFi Calling & Text” (not the “Enable/Disable” button). Tap “Connection Preferences”
    • Choose from:
      • WiFi Preferred – If a WiFi network is available, your phone will use the WiFi network rather than the cellular network
      • Cellular Network Preferred – Your phone will use a WiFi network for calls only if no cellular network is available
      • Never Use Cellular Network – Your phone will only use WiFi networks for calls
  5. What is a billing cycle?
    • A billing cycle is a 30-day cycle that starts the day you activate or the day you renew service. If you add mobile service to your existing EarthLink account, your billing cycle will not change.
  6. What happens if all of the Mobile Hotspot data allotment is used up before my billing cycle ends?
    • The hotspot usage draws directly from your high-speed data allotment on your plan. Once the data allotment is completely used, your data will be throttled. You can make a one-time data purchase or upgrade your plan to enjoy faster speeds.
  7. How do I turn on the Mobile Hotspot functionality for my phone?
    • You can turn on the functionality by going to settings. You can also check your phone’s user guide for specific details and more information.
  8. How do I send International Text Messages?
    • For destinations that use 10-digit dialing (numbers on the North American Numbering Plan), enter the 10-digit phone number of the message recipient as you would when sending a domestic text.
    • For destinations not using 10-digit dialing (the rest of the world outside North America), include 011 or a “+” symbol, the country code, and the phone number of the recipient.
  9. How do I call a phone number in Mexico from the US?
    • To call a mobile or a landlines number in Mexico dial 011 + 52 + [area code] + [number]
  10. Can I bring my current phone to EarthLink Mobile?
    • Cell phones from nearly every manufacturer will work on our network as long as they use a SIM card. If you already have a compatible phone, all you need to do is purchase an EarthLink Mobile SIM kit.
    • If your phone meets the following two criteria, your phone will work with EarthLink Mobile:
      1. Your phone is compatible and requires a SIM card.
      2. You have an unlocked phone.
    • If you begin your EarthLink Mobile registration and your phone says, “Restricted” or “Contact Service Provider,” doesn’t allow you to make calls, or won’t grant access to your phone book, the phone is most likely locked. Contact your previous carrier to unlock your phone.
  11. How will I know if I have EarthLink Mobile coverage in my area?
    • EarthLink Mobile has partnered with one of the fastest voice and 5G • 4G LTE networks in the country! View our Coverage Mapto find out if there is coverage in your area.
  12. If I’m in an area with poor coverage, what will happen to my data speeds?
    • Our high-speed data will always attempt 5G • 4G LTE speeds, but certain locations or network conditions will render 5G • 4G LTE unavailable. Your network speed will be dependent on your location, coverage, and device.
    • After the allotted 5G • 4G LTE data is exhausted, data speeds will be slowed. Further throttling may occur for heavy data users. For any questions about data speed, please refer to our Terms and Conditions.
  13. What is 5G?
    • 5G is the fifth generation of wireless network technology that will deliver faster download speeds and enhanced connectivity, providing the potential to experience new, innovative technologies, and transform the way we live, work, and play.
  14. Will 5G replace 4G?
    • 5G isn’t replacing 4G any time soon. In fact, they will coexist and work together. 5G-capable phones can use both 4G and 5G technology.
  15. Who is eligible for 5G?
    • 5G is already available on EarthLink Mobile to anyone with an EarthLink plan and a 5G-capable phone. 5G coverage varies nationwide and may not be available in your area.
  16. Does data get consumed faster with a 5G phone?
    • 5G simply increases the speed that you can download files. If a file requires 2 MB of data to download it on 4G, it will still be 2 MB of data to download it on 5G. You may just finish downloading it faster.
  17. How will my monthly 4G LTE balance be impacted by 5G?
    • If your plan allows you 1 GB of data per month, then you’ll have 1 GB of data to use at the fastest speed possible at the time, whether it’s 4G or 5G.
  18. When are the network upgrades happening?
    • We are constantly improving our network, so our network is getting better all the time.
  19. Will I need to change my plan to take advantage of network improvements?
    • No, there is no need to change your plan. As long as your phone is compatible, you’ll be able to enjoy the improved experience regardless of your plan.
  20. What do I need to know when buying a new phone?
    • You should ensure the phone you’re buying includes 4G LTE with VoLTE or 5G. A device with bands 2, 4, 12, and 71 is best.
  21. Can customers use tethering/mobile hotspot on their 5G phone and share their 5G with other devices?
    • You can use the mobile hotspot on your 5G smartphones the same way you do with LTE. Hotspot usage draws from your monthly data allotment.
  22. What coverage will I receive with a new 5G phone?
    • You’ll access a nationwide 5G network you can rely on to keep you connected in more places. Our 5G coverage utilizes a 600MHz low band signal that reaches more cities and towns across America (based on analysis of leading 5G networks, July 2020).
  23. When will a 5G indicator appear?
    • A 5G indicator will appear when a 5G device is within range of a 5G signal, even if the device is idle.
  24. How do I know if I have the latest software update that’s required?
    • Just go to the settings menu on your phone and select system updates.
  25. Can I use an EarthLink plan on my smartwatch?
    • Unfortunately, EarthLink plans do not support smartwatches right now.
  26. Does EarthLink Mobile support RCS (Rich Communications Services)?
    • Just follow these easy steps:
      1. Visit the Google Play Store
      2. Search “Messages” by Google LLC
      3. Download and open the Messages app
      4. When prompted to change your default messaging app, follow the onscreen instructions, and click “yes” to make it your default browser
      5. Go into your device settings to enable the Chat feature
      6. With RCS, Android users now have access to key features that Apple’s iMessage users have had for years, including read receipts that tell users when people they’re chatting with have seen their messages, the ability to send richer media, like high-resolution images, and typing bubbles that let users see when the person they’re chatting with is typing a message. Note: RCS only applies to Android 6.0 and up. RCS requires a data connection (either WiFi or cellular). Both the sender and the recipient must have RCS enabled in order to send messages through RCS.
  27. Should I cancel my existing service before I transfer my number to EarthLink Mobile?
    • No! Your service must be active with your original carrier in order for them to release your number.
  28. Can I get a new phone number with EarthLink Mobile?
    • Yes, you can request a new number during the SIM card activation process. You will need to enter your ZIP code and choose the option, “Get a new number.” A new number will be auto-generated based on the ZIP code and availability in your area.
  29. What is an IMEI, and how do I check it?
    • The IMEI is the serial number that uniquely identifies your mobile phone. In the event that your phone is lost or stolen, reporting the IMEI will completely block service to the phone. To access your phone’s IMEI for your own personal records, please dial *#06# on your phone’s keypad. The IMEI will be displayed on the screen.
  30. What are the fees and taxes associated with my EarthLink Mobile plan?
    • At EarthLink, we don’t hide our fees in our plans—you can expect to see your monthly service fees, and the associated taxes as separate items on your invoice.
  31. I need more 5G • 4G LTE data each month, can I change my plan?
    • You can upgrade your 5G • 4G LTE data size mid-cycle by paying the difference between your current plan and the upgraded plan. You are also able to set the change to occur when your current plan ends.
    • If you want to switch to a plan with less data, it will take effect at the start of your next bill cycle.
  32. How do I set up my voicemail?
    • On iPhones: Your voicemails won’t immediately appear in your Visual Voicemail screen, even if you currently have messages in your inbox. They will appear once you get a new message, so we recommend you leave yourself a voicemail message after updating your Carrier Settings. Tell yourself how excited you are about your new savings!
    • On Androids: To access your voicemail, press and hold the number 1 on your phone’s keypad, or dial 805-637-7456. To reset your voicemail password, type #PWD# on your keypad and hit “Send.” Certain Android users can leverage native visual voicemail on their device.
    • For non-native-VVM Android devices, we recommend you download a third-party app.
  33. How do I know if my phone is unlocked?
    • Checking your IMEI number is a great way to find out if your phone is compatible, but it won’t tell you if your phone is locked. If your phone is locked to another carrier, it won’t work on our service (or any other provider’s service).
    • You can call your current provider and ask if your phone is unlocked, but here are a few requirements for it to be unlocked:
      • Phone not reported lost or stolen
      • No past due or unpaid balances or fees
    • It also depends if you’ve purchased a prepaid phone or a payment plan phone. Prepaid phones generally take longer to become eligible compared to payment plan phones. See the table below for more information.
      Carrier Payment plan phones eligible after Prepaid phones eligible after
      AT&T 60 days 6 months
      Boost Mobile N/A 12 months
      Cricket Wireless N/A 6 months
      Metro by T Mobile N/A 180 days
      Straight Talk 12 months 12 months
      T-Mobile 40 days 12 months
      Tracfone N/A 12 months
      Verizon 60 days 60 days
  34. Is My Android Phone Unlocked?
    • To determine if your Android is unlocked:
      • First go to Settings.
      • Go to Connections.
      • Go to Networks (or it might be described as something like Mobile Networks or Cellular Networks, depending on the phone and the version of Android OS).
      • Select Networks Operators. It may take a little time for the phone to search for available networks.
      • If available networks appear, the phone is probably unlocked.
      • If only one result comes back from the network search, or if the Search Networks option is unavailable in the Networks menu, then the phone is most likely locked to that carrier.
  35. Remember, this method is not 100% accurate. The only indisputable way to determine if a phone is unlocked is to either try another SIM or to contact the current mobile carrier.
  36. Is My iPhone Unlocked?
    • To determine if your iPhone is unlocked:
      • First go to Settings.
      • Go to Cellular.
      • If you see a Cellular Data option under the Cellular menu, then your iPhone is probably unlocked.
      • If you don’t see Cellular Data Network as an option under Cellular, then the phone is probably locked.
    • Remember, this method for checking your iPhone’s status is not foolproof. The only indisputable way to determine if a phone is unlocked is to either try another active SIM, or to contact the current mobile carrier.
  37. My phone is not compatible, what should I do?
    • If you checked your phone using our compatibility tool, and found that your phone won’t work on EarthLink, then we have Android and iPhones available on  earthlink.com . All of these phones support 4G LTE and VoLTE, and work perfectly with our network. Even better you can find some starting at under $100. If you have any questions then call or chat with our support team and they will help you out.
  38. What if my payment fails?
    • Don’t worry, if your payment fails, we’ll let you know via SMS and email. But you won’t be able to use your service until you make a payment by logging into your account or calling our support staff.
  39. How do I keep track of my monthly usage?
    • You can check your monthly data usage at any time at  https://myaccount.earthlink.net/
    • If you are using less data each month than is included in your plan, then you can downgrade your data at the end of your current plan.
    • If you find yourself maxing out each month, or adding additional data, then you can upgrade to the next data plan at any time. You just pay the difference.
  40. How do I switch my plan?
    • This is all done via My Account or by calling and speaking with one of our mobile experts. Here you’ll choose whatever plan best suits your needs.
    • Need more data? Then you can choose to switch your plan immediately, at your next monthly reset or at the end of our plan. The choice is yours. You’ll just pay the additional cost to upgrade.
    • Need less data? Choose it as your next plan.
  41. When will my plan auto renew?
    • Your plan will renew on your billing cycle date each month. Remember, at EarthLink Mobile, there are no contract requirements, and your plan will renew each month at the current rate unless you make a change to your plan.
  42. Who do I contact if there is an error on my bill?
    • If you believe there is an error on your bill or have a question about your service, please call our EarthLink Mobile Customer Service team at 866 314-0206.
  43. How do I get my EarthLink account number?
    • If you need your EarthLink account number, you can sign in to earthlink.net or call customer support at 866 314-0206.
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