Support
Support & FAQs
We’re here with the help and advice when you need it. To get started, select from one of the following options below to gain access to our helpful FAQs, view your support Tickets and much more.
Pre-sales FAQs
Is it truly “Unlimited”?
Although the carriers do not provide hard data caps or limits of potential usage in the description of the plans they provide, Carriers monitor the networks constantly for traffic and congestion issues. 4G LTE data plans are provisioned on a shared network and the carriers guard against any one user detrimentally impacting other users. The carriers will act to control this detrimental impact by slowing speeds, restricting use, and worst case, canceling service without warning or notice as they see fit.
Unlimited does not mean unlimited data at unlimited speeds. Nor does it include super-heavy usage (e.g. uploading or downloading games, game updates, or large files in a short time period). These plans typically provide a reasonable amount of data usage in a steady, moderate usage pattern.
Carriers continuously monitor their networks for “spikes” in data usage which they may see this as a malicious attack on their network. As a result, carriers seek to mitigate such “attacks” by limiting traffic identified as potentially harmful and therefore degrading to the quality of their service (see de-prioritization). To avoid this situation, we recommend to always use data wisely and treat it like a utility. Moderate, steady usage is best.
Can I Return It If It Doesn't Work?
If the device does not connect or is slower than expected, this most likely means a lack of LTE coverage at your location; or the cellular tower your device is connecting is congested from high usage. (let us know immediately so you can void a $25 restocking fee). Whatever the reason, our 14-Day No Risk Return Policy has you completely covered. Simply return your device for a refund.
What Internet Speed Can I Expect?
The Internet speeds you can expect depend entirely on how close you are to cell towers in your area. We have had reports of over 80 Mbps from those who are close to a cell tower all the way down to 1 Mbps for those who are several miles away from a tower.
What is De-prioritization?
As a direct consequence of the repeal of Net-Neutrality, carriers use “data de-prioritization” as a way to manage limited bandwidth in densely populated areas with high data consumption (cities, for example). Users with higher data usage (e.g. streaming) may experience de-prioritization during peak times. Data de-prioritization is intended not only to allow lower data users to enjoy high speed data but also to ensure network bandwidth is available for emergency services and other high-priority traffic . Fortunately, de-prioritization usually only occurs for short periods of time (a matter of minutes or hours), not until the end of the billing cycle.
I Live in Rural Area & I Travel A Lot
(STRICTLY UNITED STATES USAGE ONLY) Our portable wireless device (MoFi) can be used "on the move". We have tested them on interstates as passengers, and they work well. We recommend you use it in a hotel as it is a secure network. There are times in remote areas or when surrounded by valleys/mountains where the signal will cut out. However, if you are on open roads with many cell towers then it is relatively steady. Think of our devices like your cell phone, you have coverage most of the time but not all the time. We recommend using it in one place overall but traveling with these are quite nice. Just do not expect perfect, constant signal. It also must remain plugged into a power source (an optional 12v car charger is available from the manufacturer or Amazon). You can purchase a battery bank from Amazon. This device offers a mobile internet solution for 10 or less connected devices.
How Does This Compare To Satellite?
Satellite has a higher latency which makes certain Internet capabilities slow. Also, Satellite can be impacted by weather which can affect the signal and the internet could be out until the weather clears.
With our plans, there are none of the above issues as with Satellite Internet service.
What does the plus (+) mean in your plans?
The plus (+) means you will get more than your plan data limit based on carrier fair usage policy.
Is The Wireless Device Easy To Setup?
Yes! Simply plug it in, login and start surfing the Internet! If there is a problem, give us a call or email us and we will help you out.
Do I Have To Sign Contract? Credit Check?
Our plans require no contract and no credit checks but there is a service agreement. This is a month-to-month plan. Each payment pre-pays for your next 30 days of service. You may cancel your subscription with us at any time and will need to return your device to Wireless Solutions. Monthly charges will accrue until the device has been received. Please make sure we receive the device before the first of the next month to avoid additional charges.
Can I Connect Device To Other Devices?
Yes, the device supports setting up a local hotspot where other wireless devices (like tablets, game systems, computers, TVs, etc) can connect to the Internet.
Can I Purchase Just SIM Card?
Yes, a SIM card can be purchased by itself, on a pre-paid month to month plan. It must be used with a compatible device for the BLUE, PINK and/or RED wireless carrier.
Do You Offer 5G SIM Cards?
Yes, we offer 5G SIM cards. Please ensure your existing device supports 5G and the cellular tower(s) in your area offer 5G service.
Are there any hidden fees?
No! There are no overage charges or hidden fees whatsoever.
What are the data caps on each plan?
You are guaranteed the subscribed plan data limit. Any data above your subscribed plan would depend on the carrier fair usage policy.
What happens when I reach my plan data limit for the month?
If you have used all of your plan data for the month, you can do one of the following:
- Option 1: You can wait until your next month billing cycle when your data resets back to your subscribed plan limits, or
- Option 2: You can call us to discuss other upgrade options to get additional data.