Wireless Home Internet - Frequently Asked Questions

Wireless Home Internet - Frequently Asked Questions

How long does it take to get started?

Getting started is quick! Simply choose your desired EarthLink Wireless Home Internet plan, call our friendly Internet Experts at 866-311-2093 and you’re on your way! All orders processed before 3:45 pm (ET) on a business day are done on the same day. Orders placed after 3:45 pm (ET) are processed on the next business day.

Any order placed on Friday after 3:45 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!

What data plans do you have available? How much do your plans cost?

Wireless Home Internet has following plans with AutoPay (taxes additional):

  • LTE Home 50 GB DATA PLAN: $64.95 /monthly + $14.95 Router Fee /monthly
  • LTE Home 75 GB DATA PLAN: $79.95 /monthly + $14.95 Router Fee /monthly
  • LTE Home 100 GB DATA PLAN: $99.95 /monthly + $14.95 Router Fee /monthly
  • LTE Home 150 GB DATA PLAN: $149.95 /monthly + $14.95 Router Fee /monthly

There is no annual service contract and no hidden fees. Plus, you’ll get support from the EarthLink Customer Care Team.

What do data limits mean?

When you sign up for EarthLink Wireless Home Internet, you’ll choose a data plan. Currently, we offer 50 GB, 75 GB, 100 GB, and 150 GB plans. The data plan indicates how much high-speed data you can use per month. This data automatically connects to the best signal and offers speeds of up to 100 Mbps. Once you have reached your data plan limit, your speeds will be slowed.

  1. Once 100% of high-speed data has been used in a monthly billing cycle, speeds will be slowed to a maximum of 5 Mbps.
  2. Once 150% of the original data plan has been used (ex: 150 GB for the 100 GB plan), speeds will be slowed again, from a maximum of 5 Mbps to 1.5 Mbps.
  3. Once 200% of the original data plan has been used (ex: 200 GB for the 100 GB plan), speeds will be slowed again, from a maximum of 1.5 Mbps to 768 Kbps.

At any time, you can either purchase additional data or upgrade your plan and be back to enjoying higher speeds. You can also keep track of your data usage on our app.

What if I need more data later? What if I run out of data before the end of the month? How much is additional data? How much would it cost to upgrade?

No worries! We’ve got all your data needs covered. Just log onto the EarthLink Wireless Home Internet Mobile App or  Customer Portal to add data or upgrade your plan. You can also contact our EarthLink Internet Experts to assist you. An additional 5 GB of data costs $14.95. There is no limit to the amount of additional data you can purchase.

Any leftover data will not be rolled over to the next billing cycle.

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 Wireless Home Internet router — it all depends 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.

More devices also means more data use, so you’ll want to keep track of your usage on the app.

Does this product have a contract?

There are no contract terms for the Wireless Home Internet services — it’s a monthly service and you can cancel at any time without incurring any fees.

If you choose to end your service, we’ll send you instructions on how to return your router. If you don’t return the device within 31 days, there is a non-returned fee of $200 plus any applicable taxes.

Unfortunately, not at this time. Check back with us later as we are always expanding our product offerings!

Unfortunately, not at this time. Check back with us later as we are always expanding our product offerings!

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

We offer our service through the leading 5G mobile carrier and have nationwide 4G LTE coverage.

Do you charge for shipping? Are there any up-front costs for Wireless Home Internet?

EarthLink does not charge for shipping the router. There is an activation fee of $79.95 when you purchase Wireless Home Internet.

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 and my new area has no coverage?

At this time, we are unable to move the service or relocate the account to a new address under the same account. If you are planning to move, call our Customer Care team at 866-323-0325.

I am not interested in Wireless 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 the Customer Care agent 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?

Wireless Home Internet is a home internet service, not a mobile hot spot. When you purchase the Wireless 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 3:45 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?

Currently we are not able to offer a faster delivery.

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 Wireless Home Internet Mobile App or  Customer 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 Wireless 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 Mobile App or Customer Portal.

How do I manage my account?

Wireless Home Internet offers both a Mobile App and an online  Customer Portal with secure login so you can 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.

How do I cancel my Wireless Home Internet Account?

We’re sorry to see you go! To cancel your account, please call our Internet Experts at 866-323-0325. Because there are no contracts for this product, there are no termination fees.

You do have to return the device after cancellation. If it is not returned within 31 days, there is a fee of $200 plus applicable taxes.

Having trouble returning your router?

Call us at 866-323-0325 and one of our experts can help.


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