Wifi Hotspot Device FAQs
Wifi Hotspot Device FAQs
For questions about the devices we offer as part of our membership program’s unlimited wifi benefits, please check here!
A: Our reseller agreement with our hardware provider, Mobile Citizen, prohibits the use of third-party equipment. Members who are found by Mobile Citizen to be using third-party equipment will have their service terminated.
Q: How many devices can connect to one of these wireless hotspots at once?
A: Please see our hotspot models page for specifics on how many devices can be connected to each hotspot model.
Q: I just received a mobile hotspot as part of my Calyx membership. How do I use it?
A: The hotspot should automatically activate itself when you power it on within the T-Mobile 4G/LTE service area. If you have any issues with the activation process, please call tech support at 877-216-9603.
Q: What happens if I need technical support?
A: Our hardware provider Mobile Citizen handles tech support. They're available by phone at 877-216-9603 during 8AM-4PM Mountain Time (not including weekends), or by email at support@mobilecitizen.org. They generally respond to messages within 24-48 hours. Just let them know you're a Calyx member, and have your IMEI or MEID DEC ready. Your IMEI or MEID DEC can be found on the outside of the box your device comes in, or inside the hotspot under the battery
Q: What are the terms of my hotspot's warranty?
A: Hotspots distributed after November 2018 are covered by a 9 month limited warranty through our partner, Mobile Citizen. The warranty period begins when the hotspot leaves Mobile Citizen's ownership. To check the date that your hotspot's warranty period expires, please call Mobile Citizen at 877-216-9603. The warranty covers defective devices, but not loss or theft.
Q: How fast will my hotspot's download and upload speeds be? How do I connect a maximize my device's capabilities?
A: Your hotspot's speed will be heavily affected by a variety of factors, including terrain, local network traffic, and tower distance, that Calyx Institute staff don't have the resources to assess remotely. We always recommend reaching out to T-Mobile for an up-to-date, personalized coverage assessment and reaching out on the LTE Hacks Facebook forum or the r/Calyx Reddit to touch base with other Calyx members in your area to get an idea of what your experience as a member with us would be like. We also recommend the LTE Hacks Facebook forum as a good resource for tips about how to optmize your hotspot's performance, including info about wifi extenders, signal boosters, and other equipment.