FAQ

Internet Service

I received a payment failure notification. How do I fix this before I lose service?

Resolving Failed Payment Errors: 

If you received an email alerting you to a payment failure on your internet service, it is likely due to one of the following issues: 

  • Your account is short funds required for the service 
  • Your payment information needs to be updated (address, expiration date, etc.) You can take care of these issues by following the steps below. 

To update payment information, head to the ConnectAll.org login page (top right corner with the person icon. Below the regular login, there should be a bolded question that says "Need help accessing your subscriptions?" click that. Then follow the prompts to head to your subscription portal. Click on the subscription you wish to update the payment for, and find the payment card section on the right side. You should be all set.

If you have any issues or problems, please reach out to support@interconnection.org so that we may assist you.

My hotspot won't turn on.

Try charging it first. Plug it in and let it charge for an hour. If it does not charge or still does not turn on, reach out to Mobile Citizen Technical Support at 877-216-9603.

My hotspot service is spotty or weak.

This problem should be addressed with Mobile Citizen Tech Support. Please have your hotspot IMEI# ready for the call. Mobile Citizen Tech Support can be reached at 877-216-9603.

Note: Make sure to get a case number when you speak to Mobile Citizen Tech Support. If your service does not improve within 5 days, send a message to the ConnectAll support desk with your case number and we will escalate the issue. Without a case number we cannot escalate, so please remember to get one.

How do I find the IMEI number of my device?

The device’s IMEI numbers can be found by removing the backplate of your Franklin T9 or T10 Device. The IMEI number will be printed on a white label underneath the battery.

Computer Purchases

What software is included with my computer?

Our computers have Windows 10 Pro and Libre Office installed: https://www.libreoffice.org/

Can I return my computer for a refund?

For this you will need to contact our support team, who are best reached by support@interconnection.org. When reaching out please make sure to list any issues you had, the reason you want to return the machine, your order number, and the asset tag number of the computer if you already opened it.

How can I qualify to shop on ConnectAll.org and participate in the Mobile Citizen low-cost internet program?

You may qualify by meeting one of the following criteria, however, no documentation submission is required:

  • SNAP/EBT, or WIC recipient
  • Social Security Disability Insurance (SSDI) Enrollment
  • Head Start Enrollment
  • Low-Income Home Energy Assistance Program (LIHEAP) award recipient
  • Your child participates in the National Free or Reduced Lunch Program
  • Section 8, Federal Public Housing Assistance, Group Residential Housing (GRH), Section 42, Low Income Housing Tax Credit unit or other HUD low income program
  • Temporary Assistance for Needy Families (TANF)
  • Utility assistance recipient
  • Medicaid Enrollment
  • Unemployment Benefits
  • Federal Pell Grant recipient for this scholastic year
  • Your annual household income did not exceed 200% federal poverty level (FPL) or 60% area median income (AMI) for the most recent tax year

To see more information, please visit our eligibility requirements link here:

https://connectall.org/eligibility

Technical Issues

My computer won't turn on.

Please make sure you have charged any battery the device has and that the power cord is plugged in firmly into both the computer and a working electrical outlet. If you are still having issues after making this change, please reach out to us at support@interconnection.org.

My laptop battery isn't charging.

If it has been less than 90 days since you placed your original order, please reach out to our support team at support@interconnection.org. If it is more than 90 days, then your battery is no longer under warranty. The battery is guaranteed to hold at least a one hour charge for the first 90 days of life.

Can my computer be upgraded to Windows 11?

This is not currently something that we check machines for, as the hardware requirements for Windows 11 are a bit unusual compared to previous iterations. Microsoft has begun to require a TPM 2.0 chip however, which some boards have built-in. This component is not currently one we are checking for, as we do not install Windows 11 yet. 

Any Intel CPU that is 8th generation or newer should be able to run Windows 11 however as per the below information provided from Intel:

Intel Support for Windows 11

However, you should run the Windows PC Health Check to see if your machine can be upgraded.