How long will I have WiMAX service?
On Nov. 5 2015 a Massachusetts state court granted a preliminary injunction and stopped the Sprint Corporation from its plan to shut off broadband access on the WiMAX network. The emergency relief orders Sprint to maintain the WiMax network in certain areas for 90 days.
Some sections of the WiMAX network went down on Nov. 6, 2015. If you use your CLEAR WiMAX mobile broadband device in a geographic area where the WiMAX network remains, you should have access until approximately Feb. 3, 2016.
When will I have Sprint’s 4G LTE service?
Mobile Citizen is committed to transitioning customers to LTE. We will contact current customers as we are able to transition them from WiMAX to the LTE network.
I have a WiMAX device. Will I have to replace it with an LTE device?
When Sprint decommissions the WiMAX network and transitions to LTE, the WiMAX equipment you currently have will not be compatible with the new LTE network. Unfortunately, that means you will have to replace your equipment with an LTE device purchased through Mobile Citizen.
We are still working out the terms of the transition with Sprint, but estimate devices will cost $100-$200. As soon as we have agreed on the details, we will release the information immediately. This transition impacts all of our partners, and Mobile Citizen is committed to negotiating the best deal possible for our resellers and direct customers.
My WiMAX device is no longer working. What should I do with it?
If you are in a coverage area that previously had WiMAX service and you had service as of Nov. 5, 2015, please call the Mobile Citizen customer care team at 877-216-9603 in order for them to trouble-shoot your service.
If you are in an area that does not have WiMAX service for the next 90 days, you lost service prior to Nov. 5, 2105 or it’s after Feb. 3, 2016, your device will no longer work. Please hold on to your device. We will be in touch with more information.
Will there be any service interruption? If so, how much time will I be without service in the switch from WiMAX to LTE?
We do not yet know the full impact of the WiMAX to LTE transition on our customers, but there is the possibility of service disruption.
I've experienced maintenance outages in the past; how will I distinguish a temporary maintenance outage from the termination of WiMAX service?
At this time, anyone with a CLEAR WiMAX device will lose service by Feb. 3, 2016. If you experience an outage that doesn’t seem typical, please contact a Customer Care Representative by emailing a support request or calling 877-216-9603. We are in constant communications with Sprint’s technical team, and they should be able to tell us if it is a temporary issue or if it is related to the WiMAX decommission and LTE transition.
I have noticed diminished speeds and less accessibility lately; is this due to the decommissioning of WiMAX towers in my city?
There could be several reasons for diminished speeds and accessibility. If you have concerns, please contact our customer care team at 877-216-9603. We can troubleshoot to determine what problems may exist.
I heard about other companies that offer rates and service similar to yours, except they already sell Sprint LTE modems and service. Why can't you?
Each organization negotiates unique terms and contracts with Sprint.
What's the difference between a direct customer and a reseller?
A direct customer is an organization that meets our eligibility requirements by being either a nonprofit, social welfare agency or educational entity and purchases Mobile Citizen to use directly within the organization. Direct customers are not permitted to resell Mobile Citizen services.
A reseller is an organization that meets our eligibility requirements by being either a nonprofit, social welfare agency or educational entity and purchases Mobile Citizen with the intention of reselling it to qualified end-users.
Please note, Mobile Citizen does not sell directly to individuals.
How does my organization set up accounts with Mobile Citizen?
Currently, Mobile Citizen is in the process of transitioning customers from the WiMAX network to the Sprint 4G LTE network. We are not taking new customers at this time, although we are happy to add your name to our waitlist and notify you when service is available.
Mobile Citizen offers its mobile Internet service to any qualified educational, social welfare or nonprofit organizations in Mobile Citizen’s Accounts are available with a service agreement from Mobile Citizen. Modems can also be purchased at the time of account setup.
What type of organizations will benefit from Mobile Citizenship mobile Internet services?
Nonprofit organizations that want a low cost broadband alternative to cable or DSL, who work in digital divide initiatives, as well as field-based staff (health service providers, social service agencies, community organizations) who need mobile Internet access in order to be more productive.
K12 school districts, higher education and distance learning institutions that need affordable, secure mobile access to online educational curriculum, and teachers who want to integrate mobility into learning experiences as a new way to inspire students.
Social Welfare Agencies
Social welfare agencies serving beneficiaries struggling with digital inclusion or in need of low cost broadband alternatives to cable or DSL in order to complete their mission.
My organization wants to make a change to our account. How do we do that?
For account inquiries and technical support please contact a Customer Care Representative by emailing a support request or calling 877-216-9603.
How do I reach customer service, tech support or the billing department for Mobile Citizen customers?
Please contact Mobile Citizen at 877-216-9603 or email.
Can my organization try Mobile Citizen Services before we purchase accounts?
Please contact John Kennedy regarding our demo program.
What services does Mobile Citizen offer?
Mobile Citizen offers mobile Internet service exclusively to education, social welfare and nonprofit organizations at remarkably low cost. With features like secure, reliable, high performance connections; no phone or cable requirements; anytime/anywhere access and favorable service pricing, Mobile Citizen wireless broadband is a more affordable and more flexible alternative to cable, DSL and 3G data services. Mobile Citizen empowers users to stay online as long as they want without worrying about overage charges.
Where are Mobile Citizen mobile Internet services available?
Use Sprint’s handy coverage map to check whether you have coverage.
How do I reach tech support or customer care for Mobile Citizen?
Support is available for all Mobile Citizen customers. This includes questions related to activation, modem setup and software updates. Call technical support toll-free at 877-216-9603.
What is the partnership between Mobile Citizen, CLEAR and Sprint?
Mobile Citizen was created via a unique, 30-year partnership with CLEAR — now a part of Sprint. In 2006, CLEAR entered into a 30-year excess capacity agreement with the five EBS licensees which established Mobile Citizen. This agreement allows Mobile Citizen to offer advanced mobile broadband service exclusively to schools, social welfare agencies and nonprofits, helping to further learning and productivity by providing Internet access beyond the classroom or office. Mobile Citizen has been providing its low-cost mobile Internet services since 2009.