New SIM Card Help Center
Q Link Wireless is proud to announce we’re now on one of America’s largest 4G LTE/5G networks! This means that Q Link Wireless customers can now receive the same fast speeds, expansive coverage, and reliable service completely FREE every month.
Explore the frequently asked questions about Q Link Wireless migration to the 4G LTE/5G networks
find help below on installation and frequently asked questions:
Why haven’t I received my SIM card?
I have my SIM card kit, now what?
Why won’t my new SIM card work with my ZTE?
Why is my iPhone experiencing failed calls after upgrading my SIM card?
What if I have issues with my SIM card?
Will my phone work on the new 4G LTE/ 5G network?
Of course! We’ve upgraded our network to 4G LTE/5G 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
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 is seamless and uninterrupted.
However, 5G will not completely replace 4G. In fact, the two coexist. When you’re in a 5G supported area, your 5G capable phone will automatically connect to that network. If you happen to be in an area where our 5G network is still under construction, you’ll automatically have access to the 4G LTE high-speed network you’ve always used.
Why do I have a temporary number?
Every SIM card is assigned a temporary phone number before it leaves the building, this helps us know which SIM card belongs to who. This is only a temporary number, and you will never lose your active Q Link Wireless phone number.
When you receive your new SIM card, make sure to immediately insert it into your phone and place a test call to 1 (305) 260-6232. This will begin the transfer of your current Q Link Wireless number to the new SIM card and should only take about 15 – 20 minutes.
You’ll receive a text message as soon as it’s completed. If you run into any hiccups along the way or your transfer is taking too long, call our direct-to-agent line at 1(888) 505-7678, and a Customer Support representative will help you.
Can I keep my number on the upgraded network?
Yes, you can! We know how important it is to keep your number. To make sure you can continue to use your current Q Link Wireless number, you’ll have to insert your upgraded SIM card into your phone & place a test call to 1 (305) 260-6232. 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.
Why haven’t I received my new SIM card yet?
All SIM cards are typically shipped within 24 – 48 hours after address confirmation. If it’s been over seven days since you received your tracking details, and you still haven’t received your order, please give our Customer Support team a call at 1 (888) 505-7678. Our reps will confirm or update your shipping address and then place an order for a replacement SIM card. Make sure to keep an eye out for an email with tracking details.
Why am I getting a FREE replacement smartphone and when will it arrive?
If you’ve received an email saying we’ll be sending you a new smartphone, that means your current phone will no longer be compatible with our new 4G LTE/5G network and new SIM card. In that case, we’ll be sending you a new FREE smartphone that will connect you to our upgraded network at no cost to you.
First, you’ll need to confirm your shipping address on our site so we can get your order ready to ship. If you need to confirm your address, log into your Q Link Wireless account to do so.
Then, you’ll be added to a queue to begin preparing your smartphone order. Due to a national shortage in SIM card chips, your FREE replacement smartphone will start shipping in the next 6-8 weeks. You’ll receive an email with tracking details as soon as your order has shipped.
However if you do want to wait for your FREE device, we understand. We have two other options which may work better for you.
- Bring Your Own Phone (BYOP) to install and activate your NEW SIM card and receive a $25 Amazon eGiftcard (offer available until July 31st, 2021)
- Use our one-time device discount of $50 to purchase a premium phone from our website
If you are interested in either of these offers log into your Q Link account to complete either one.
I have my new SIM card now what?
Inserting your SIM card into your phone is the most important step of the activation process! It connects your phone to our new network. We also understand it can be a bit tricky to do, so we’ve broken this down for you step-by-step.
1. Locate your SIM card
Your SIM card may be found underneath your phone’s back cover or in a tray on the side or top panel. You can use the ejector tool included in your SIM card kit to open the SIM card tray.
2. Choose your SIM card
Please select the right SIM card size to ﬁt into your phone’s tray. The back of your SIM card includes three different sizes for you to use as a guide.
3. Insert your SIM card
Carefully insert your new Q Link Wireless SIM card (gold-side down) into the phone’s SIM card slot and gently close the tray or back cover. You are all set!
The SIM card installation process is divided into four steps to connect you to the new network:
- Install your SIM card
- Perform a network reset
- Place a test call
- Download the My Mobile Account app
Here’s a quick video that walks you through the process.
My upgraded SIM card Isn’t working with my ZTE
If you have a ZTE and are receiving an error message after inserting your upgraded SIM card, this can be fixed by just updating your software.
Visit our guide here that will teach you how to update your software and get your phone up and running.
Pro-tip: Some Android back covers will have a small indentation on the lower corner. This is where you can lift the cover up to remove it.
Why is my iPhone experiencing failed calls after upgrading my SIM card?
This means your phone is having trouble connecting to our network, but it can easily be fixed! You’ll just have to update your carrier settings. This will improve your connection and performance.
Just follow these three simple steps:
1. Make sure your device is connected to a Wi-Fi or cellular network.
2. Tap Settings > Hit General > Click About. If an update is available you’ll see an option to update your carrier settings.
3. If available, select to update.
Once this has been completed, your carrier settings should be updated, and you should no longer be experiencing dropped calls. If you are, please give our Customer Support team a call at 1-(855)-754-6543.
You may also receive a notification similar to the below. Follow the steps above to update these.
What if I have issues with My 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.
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