1. Can I keep my number on the upgraded network?

Yes, you can! We know how important it is to keep your number, so we’ve made sure that our customers won’t lose this in the process. To make sure you can continue to use your current Q Link number, you’ll have to insert your upgraded SIM Card into your phone & place a test call. This will activate the new SIM Card, and your current number will then be tied back to it.

If you have questions on how to activate, please give our direct-to-agent line a call at, 1 (888) 505-7678.


2. Will my phone work on the new 5G network?

Of course! We’ve upgraded our network to 5G speeds through T-Mobile’s nationwide network, but that doesn’t mean 4G LTE is gone. Based on your current phone model, and physical location, your new SIM Card will connect to whichever network is most compatible. Your phone will do this automatically, so your connection will be seamless and uninterrupted.

For information on our nationwide coverage, visit our coverage map!


3. What’s the FREE tablet offer & when can I get it?

As part of the Emergency Broadband Benefit, we are offering customers a new tablet absolutely FREE.

You will only be eligible for this offer AFTER successfully activating your upgraded SIM Card. Once we detect usage on an account with this new SIM Card, we’ll begin to prepare your tablet for shipment. If your SIM Card activation is still pending, make sure to complete this right away so your order can be placed in cue.

Tablet shipments will begin in April 2021, once the Emergency Broadband Benefit has begun. An email with tracking details will be sent as soon as it’s on the way, and all tablets will be sent to the shipping address that was confirmed on your account.

This offer is subject to product availability and FCC approval. Only one tablet can be received per household. For more details, please visit our Terms & Conditions.


4. Why won’t my new SIM Card work with my Quest 5?

If you have a Quest 5 and have received an error message after inserting your new SIM Card, then you’ve come to the right place! You’ll most likely have to update the software on your phone, so we’ve put together a few steps on how to get this started. Once completed, your phone & SIM Card should work smoothly.  

Pro tip: Before starting, make sure your new SIM Card has been removed from your phone and that your phone is at least 60% charged. Connecting your phone to a charger may also help. You should also be connected to Wi-Fi.

Check the version of your ZTE Software

Let’s start by checking the current version of your ZTE software.

  1. Go to Settings > Scroll down & Tap System
  2. Select Advanced > Then hit About phone
  3. Scroll down to the bottom of the screen and check your build number

If your build ends in B14, your phone is running on the latest ZTE software.

Now, if your build ends between B06 & B11, you will have to update your phone until it reaches version B14.

Build numbers are:

B06

B09

B10

B11

B14

Updating your ZTE Software

Now that you’ve found your build number, you can start from here.

  1. Go back and tap Advanced 
  2. Then, tap System Update > Hit ZTE Update
  3. Tap Check for Update 

If an update is found, your phone will automatically begin downloading it to your phone.

Once you have successfully updated your ZTE software, you’ll need to perform a Network Reset. This will clear “junk files” and makes your phone run faster. And don’t worry! A Network Reset won’t delete any files stored on your phone.

Resetting Your Network

  1. Tap Settings > Hit System
  2. Choose Reset Options > Then Reset Wi-Fi, mobile & Bluetooth

Once your ZTE software has reached B14, insert your new SIM Card into your phone and perform another Network Reset (see instructions above).

Your phone will then restart and connect to our upgraded network! You can now surf, stream and use all your favorite apps at faster speeds than ever before.

If you’ve completed each of these steps and your phone is still displaying an error message, it’s best to speak to our Tech Support team.

Give us a call at 1 (888) 505 – 7678 and we will connect you to an agent who can help resolve this issue for you.


5. Upgraded Smartphone

If you are wondering why we asked you to update your shipping address recently, you’ve come to the right place. We’ve made updates to our network, which means there will be some updates for our customers, too. Here’s a list of questions we thought you might have, and if you think of more, feel free to give us a call at 1 (855) 754 – 6543, and a Customer Support agent will be happy to help.

Why am I getting a FREE smartphone?
Eligible current customers may require a new compatible smartphone to continue enjoying their service on our newer, faster network. The FREE smartphone you’ll receive is fully compatible with our upgraded network and will make the transition quick and hassle-free.

If you are a current Q Link customer & do not have branded SIM Card, then you will need a replacement SIM Card. This SIM Card will be compatible with our new, faster network.

Below is an image of our new, branded SIM Card to help guide you.

When will I get my smartphone?
For current customers, it’s as easy as confirming your shipping address. Once you do so, we will immediately ship your new smartphone and SIM Card. We will also send you an email confirmation with your tracking number that includes your estimated delivery date.

How do I activate my new smartphone?
Your new smartphone will come with activation instructions. Or you can access them on our website, here. The process should take less than 5 minutes. 

What if I have issues with my new smartphone?
As part of our commitment to great service, we’ve created a special technical support number that will get you to a live agent. If you have trouble with your FREE phone, call 1 (888) 505-7678.

Will this cost me anything?

Nothing at all. Remember, at Q Link Wireless, we never hit you with hidden fees. This all comes at no cost as part of the Lifeline program. FREE UNLIMITED Data upgrade is a limited-time offering and is part of the Emergency Broadband Benefit.

What upgrades were made to the network?
We are proud to announce Q Link Wireless is part of America’s largest 5G network. You’ll now get more coverage, faster speeds and 5G access at no cost to you! That means your FREE Lifeline plan goes farther than ever before!


6. Upgraded SIM Card

If you are wondering why we asked you to update your shipping address recently, you’ve come to the right place. We’ve made updates to our network, which means there will be some updates for our customers, too. Here’s a list of questions we thought you might have, and if you think of more, feel free to give us a call at 1 (855) 754 – 6543, and a Customer Support agent will be happy to help.

Why do I need to replace my SIM Card?
We have upgraded our network to 5G which means you may now need a new, compatible SIM Card. If you’re a current Q Link customer & do not have a branded SIM Card, then you will need a new one. This SIM Card will be compatible with our new, faster network.

Below is an image of our new, branded SIM Card to help guide you.

When will I get my SIM Card?
For current customers, it’s as easy as confirming your shipping address. Once you do so, we will immediately ship your new SIM Card. We will also send you an email confirmation with your tracking number that includes your estimated delivery date.

How do I activate my new SIM Card?
Your upgraded SIM Card will come with activation instructions. Or you can access them on our website, here. The process should take less than 5 minutes. 

What if I have issues with my new SIM Card?
As part of our commitment to great service, we’ve created a special technical support number that will get you to a live agent. If you have trouble with your FREE SIM Card, call 1 (888) 505-7678.


Will this cost me anything?
Nothing at all. Remember, at Q Link Wireless, we never hit you with hidden fees. This all comes at no cost as part of the Lifeline program. FREE UNLIMITED Data upgrade is a limited-time offering and is part of the Emergency Broadband Benefit.


What upgrades were made to the network?
We are proud to announce Q Link Wireless is part of America’s largest 5G network. You’ll now get more coverage, faster speeds, and 5G access at no cost to you! That means your FREE Lifeline plan goes farther than ever before!