Tag Archives: Migration

Why am I getting a new SIM Card?

We’ve upgraded our network, so that means your SIM Card will need an upgrade, too! Since we’re now on one of America’s largest 4G LTE/5G networks, we’re sending you a SIM Card that is compatible with our new network to replace your current one. This will be a completely FREE upgrade for you.

You’ll first have to confirm your shipping address on our site before we can get your order ready to ship. Once you’ve done so, your SIM Card should be shipped within 24-48 hours. You’ll then be sent an email with tracking details as soon as your order has been shipped.

If you still need to verify your address, log into your account to do so.

Why am I getting a FREE 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 upgraded network. In that case, we’ll be sending you a new 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 FREE smartphone ready to ship. When your order is shipped you’ll receive an email with tracking details.

If you still need to confirm your address, log into your account to do so.

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.

Will my phone work on the new 4LTE/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 is seamless and uninterrupted.

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

Why won’t my new SIM Card work with my ZTE?

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.

Will 5G replace 4G LTE?

No, 5G will not replace 4G LTE. The two coexist to help one another.  If you’re in a 5G-supported area and have a 5G-capable phone, you will automatically connect to the 5G network. If you happen to be in an area where 5G network is still under construction or not available, you’ll automatically have access to the 4G LTE high-speed network you’ve always used.