When will the LTE transition occur?
Sprint has announced that it plans to decommission the WiMAX network on or around November 6, 2015.
I just purchased new equipment back in November. Are you saying I have to replace it?
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. 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.
Will there be any service interruption? If so, how much time will I be without service in the switch from WiMAX to LTE?
Most likely, yes. At this time the transition to LTE is not going well and we do not believe we will be able to transition the vast majority of our customers before they lose connectivity.
We remain committed to working on behalf of our partners to navigate this upcoming transition to 4G LTE and will let you know as soon as we have more information.
I've experienced maintenance outages in the past; how will I distinguish a temporary maintenance outage from the termination of WiMAX service?
If you experience an outage that doesn’t seem typical, please contact a Customer Service 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. If the outage occurs after Oct.31, 2015 it is related to the WiMAX decommission.
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. We can troubleshoot to determine if your connection issues may be related to WiMAX tower decommissions. If you are not in an area of tower decommissions, we can work together to eliminate other reasons for reduced performance.
Whenever possible, Sprint has promised to notify Mobile Citizen before they decommission a tower permanently so that we can work with resellers and direct customers to prepare for it. There are times when a tower is down temporarily. In those cases, we don’t receive advance notice. However, if you call our customer care team, they can help determine if that is the case.
I heard about other companies that offers 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?
Mobile Citizen offers its mobile Internet service to any qualified educational, social welfare or nonprofit organizations in Mobile Citizen’s coverage area. Accounts are available with a service agreement from Mobile Citizen. Modems can also be purchased at the time of account setup.
Special Note: Sprint is building a new LTE network and will deactivate the current WiMAX network on or around Nov. 6, 2015. Because the timeline and cost of the new technology associated with this network build has not been finalized by Sprint, Mobile Citizen is not currently taking any new orders. This is a temporary decision until more is known about the LTE transition.
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 Service Representative by emailing a support request or calling 877.216.9603.
How will Mobile Citizen bill my organization?
The billing terms for your organization are outlined in your account agreement. For questions or concerns or to discuss options please contact a Customer Service Representative by emailing a support request or calling 877.216.9603.
Who provides customer service and billing for Mobile Citizen customers?
Customer service and billing support for Mobile Citizen customers is provided by Mobile Citizen. For billing questions, please contact a Customer Service Representative at 877.216.9603 or email.
Can my organization try Mobile Citizen Services before we purchase accounts?
Mobile Citizen offers a 30-day refund of the mobile Internet service to any qualified educational, social welfare or nonprofit organizations in Mobile Citizen’s coverage area.
What type of advisory services does Mobile Citizen offer education, social welfare and nonprofit organizations?
To help schools, social welfare agencies and nonprofits successfully deploy and optimize their own mobile broadband initiative, Mobile Citizen offers personalized advisory services including:
- Strategic planning support
- Assistance with grant proposals
- Customized pilot and full scale roll-out assistance
- Security best practices for mobile broadband initiatives
- Professional development workshops for mobile broadband initiatives
If you would like to request our personalized advisory service, or purchase the mobile broadband service, you can contact us by email or phone at 877.216.9603.
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 offers unlimited Internet usage allowing users to stay online as long as they want without worrying about overage charges.
Where are Mobile Citizen mobile Internet services available?
Mobile Citizen is available wherever CLEAR has coverage. Use our coverage map to check whether your city is covered.
Who provides technical support for Mobile Citizen customers?
Technical 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.