EarthLink Mobile FAQs
Can I keep my current number with EarthLink Mobile?
Yes, you can keep your existing number when you sign up for EarthLink Mobile! Keeping your number doesn’t mean you have to keep your existing phone — but you totally can.
When you sign up for an EarthLink Mobile plan, we’ll send you a SIM card. Once you get it, just go to My Account to activate your service. Here, you can decide if you want to transfer your existing number. Be sure to have your current mobile provider’s account number and passcode.
Considering a new phone? Check out your EarthLink Mobile phone options.
Please call us at 844-660-1500 if you have any questions.
Can I get a new number with EarthLink Mobile?
Definitely, and we promise to make it easy. When you activate your service, we’ll ask whether you want a new number. By the way, you’ll need to provide your billing address zip code so we can assign you a phone number appropriate for your area.
Once you activate your new number, it won’t be possible to keep your existing number, so please be sure to select the activation path that’s best for you. Call us at 844-660-1500 today to get started.
Can I decide to transfer my old number to EarthLink Mobile after I have activated a new number?
No — you will need to transfer your number at the time of activation. During the activation, you will be prompted to choose whether you want a new mobile number or if you want to transfer your existing number. Once you’ve chosen your adventure, you can’t change your mind.
Is there an activation charge?
No, EarthLink Mobile does not charge an activation fee. We’re just happy to have you.
Can I get 5G service with EarthLink Mobile?
Yes, in many areas. Check if we’re in your neighborhood yet. Of course, you’ll need a 5G-compatible phone for it to work. All set with both? We’ll automatically switch between 5G and 4G LTE — whichever is stronger at your location.
Do I have to pay more for 5G?
Not with EarthLink Mobile.
How easy is it to change plans?
We want you to be on the right plan for your needs. You can easily change plans by logging into My Account and selecting a different plan. Upgrades can take effect immediately or with your next billing cycle. Downgrades can be requested any time, but they do only take effect when your current billing cycle is over.
Can I add extra data to my plan?
Of course! Just log into My Account. One-time data add-ons are applied immediately, do not roll over, and expire at the end of your billing cycle.
How do I send MMS and pictures over text?
Phone models released in the last several years will do this automatically. If you need a hand or you’re experiencing issues, read this helpful guide for iPhones or this one for Androids. You can also give us a call at 844-660-1500.
How do I determine the operating system on my phone?
iPhone: Go to Settings > General > About and check under Version.
Android: Go to System Settings > About Phone > Software Info and check under Android Version.
What is an IMEI number and how do I find mine?
Your IMEI is a serial number that identifies your unique phone. It’s generally also stored in your phone’s settings. For many phones, you can find it by dialing *#06# on the keypad. The number will be displayed on your screen. If this doesn’t work for your phone, visit your settings menu to find your IMEI number.
Is my existing phone compatible with EarthLink Mobile?
Unlocked, GSM-compatible phones should work great on the EarthLink Mobile network. We have a tool to easily check if your phone is compatible. Just head over to the Switching Phone Carriers page and enter your IMEI number. Don’t worry — we have instructions on how to find it.
How do I determine if I have an unlocked phone?
- 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
|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|
|Verizon||60 days||60 days|
Is My Android Phone 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.
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.
Is My iPhone Unlocked?
- First go to Settings and then Cellular.
- If you see a Cellular Data option under the Cellular menu, then your iPhone is unlocked.
- If you don’t see Cellular Data Network as an option under Cellular, then the phone is 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.
What might make my phone incompatible with EarthLink Mobile?
Most newer, unlocked phones will work on our network. But, if your phone is locked by your carrier (for example: you’re still under a contract or are paying off your phone in monthly installments), it might not be compatible. And not all phones will work on all networks — your phone might just use a different type of cellular technology. Your phone could even be programmed to run on frequency bands not compatible with our network. This is more likely if it’s from Europe.
I need a new phone for my EarthLink Mobile service. Where can I buy one?
We can help with that! Check out our options to buy a phone. We have a huge assortment of phones to fit your lifestyle and finances. You can pay for your phone upfront when you start your service or choose to finance your phone.
How long will it take my new SIM card and/or mobile device to arrive?
When you switch to EarthLink Mobile, you get to choose between standard and priority shipping. Keeping your current phone? Your SIM card will be there in 3 days or less. Buying a new phone from EarthLink Mobile? Your SIM card and new device will arrive together, in 5 days or less. You can check for delivery updates under My Account.
I’m an existing customer. If I sign up for EarthLink Mobile, will I get a separate bill?
No — that would be annoying.
How do I set up VoLTE (Voice over LTE)?
Set up will vary depending on your device.
For iPhones: You can enable VoLTE by updating your phone settings. Just to go to Settings > Cellular > Cellular Data Options > Enable LTE and select Voice & Data. Note for iPhone 5S users: unfortunately, VoLTE is not available on this model iPhone.
For Androids: VoLTE support and setup instructions will vary depending on device and OS version, but typically, if the device supports it, VoLTE can be enabled via the following menu: Settings > Wireless & Networks > Cellular Networks > Enhanced 4G LTE Mode
Do you have physical stores I can go to?
Just like our internet services, we’re all online all the time. That means we get to save money on brick and mortar — and help you save, too. But we’re still available to help. You can contact our support team at 844-660-1500 or chat with us.
Mobile services are offered in partnership with Ultra Mobile, the underlying mobile network service provider.