Tag Archives: New SIM Card

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

Will my phone work on the new 5G network?
Why do I have a temporary number?
Can I keep my number on the upgraded network?
Why am I also getting a FREE replacement smartphone, and when will it arrive?

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.

  1. 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)
  2. 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

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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:

  1. Install your SIM card
  2. Perform a network reset
  3. Place a test call
  4. 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.

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:






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.