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.

How long do I have to make a payment before I lose service?

We have a grace period of 21 days from the first missed payment before you lose service.

Our system will attempt charges every 3 days, 7 times, before your subscription will be paused, and then your device will be sent in for deactivation.

Once you contact us to make a payment, we can un-pause your subscription, and send your device back in for re-activation. It can take up to 2 to 7 business days to be reactivated, though often, the hotspot can be reactivated the next business day.

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.

Can I transfer my hotspot and service to another person?

Yes. The person you are transferring the hotspot to will need to create an account with us first.

Then you will need to provide the IMEI of the device to us via email at support@interconnection.org, along with the email address of the person who will be taking responsibility of the device and subscription.

We will then send them a secured payment link to start the subscription. Once the payment is made, they will let us know via the support@interconnection.org email address and we will stop your subscription for the device.

Any additional questions, please contact us at the support email address.

Can I bring my own device to ConnectAll's internet service?

We work with Mobile Citizen's internet program to provide the service to our customers. They also provide the devices that we are the reseller for.

Unfortunately we can only use and provide subscriptions for the devices that are part of the program, so everyone who participates needs to purchase the device from us in order for the service to work.

Account Issues

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

All you need to do is create an account here, which will be your agreement that you qualify to use ConnectAll's low-cost computer, laptop, and internet purchasing program.

We also serve Non-Profit Organizations (501(c)(3) recognized).

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

  • SNAP/EBT, or WIC recipient
  • Received, or qualified for ACP
  • 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

I can't access my account.

January 6th, 2024, we moved our website to a new platform.

Active internet subscriptions during this time were migrated to the new website, and should have an account, however, we were unable to move accounts that were not apart of our internet program.

Those who were not apart of the internet program will need to create a new account.

If you are receiving a message when attempting to create an account "Email address already exists", please contact support@interconnection.org with the email address you are attempting to create an account for, and we will send you an account invite so that you can set your password.

How do I update my email address?

We will have to update that information for you. Please send your email address update request to support@interconnection.org. Include the original email address, the new email address, your first and last name, and phone number we should have on the account.

My credit card information isn't saving when I try to update it.

If your card information isn't saving, there may be a chance that you haven't set a password for your account yet.

Trying logging into the link below:

https://connectall.org/account/login

If you are unable to login, please reach out to support@interconnection.org so that we may send you an account invitation so that you can set your password. After you set your password, you can re-enter your card information and it should save!

Computer Purchases

Can I have more information on your laptops and computers?

At this time, due to how we have changed managing our inventory, and how we receive the laptop and computer donations when we refurbish them, in order to keep our prices so low, we only build out to the specifications listed on each collections page.

Requests that we can potentially accommodate, if you list them in the "Order Special Requests" in your shopping cart, are form factor (small, medium, large), or screen size (between 12.5 inches and 14 inches), and brand (usually Dell or Lenovo, and rarely HP).

If you receive a computer or laptop that you are unhappy with, you have 10 days from delivery to request a prepaid return label and we will fully refund your purchase upon return. See "Can I return my computer for a refund?"

Can I make specific requests regarding my order?

Due to how we receive our donated laptops and computers, and how we are able to refurbish them and keep our prices low for our income eligible customers and other non-profit organizations we work with, there are very few accommodations we are able to make regarding the laptops and computers we have available in our inventory.

Please see "Can I have more information on your laptops and computers?" for more information.

What software is included with my computer?

We moved away from Microsoft Office due to the fact that it's moving to a subscription based model, so we no longer have access to the old permanent licenses any more.

Our laptops and computers on ConnectAll.org do come with Libre Office now, which you can read more about below:

https://www.libreoffice.org/

Return Policy

Our return policy is as follows:

You have 10 days from receiving your order to decide you changed your mind for any reason to return the item to us for a full refund.

After that, the only thing that applies is our extended warranty which covers hardware issues for 3 years from the purchase date, i.e., the keyboard doesn't work, the hard drive doesn't work, the motherboard stops working, the screen is flickering, etc. It does not cover cosmetic, or accidental damage. 

The process for the warranty exchange would be to submit an RMA claim to this email with "RMA Order *insert order number* Claim" in the subject line to support@interconnection.org, let us know what is going on with the computer or laptop, and include any relevant photos or screenshots of the issue.

We can try to troubleshoot the issue, and should that not work, we will start the RMA process of sending you a return label. 

While you ship the device back to us, we either find a replacement for you that is either exactly the same or better, and once we get tracking that states the device has shipped back to us, we ship the replacement back. If we are unable to find a replacement, a full refund will be provided to the original payment method used.

Below is the link for our entire extended warranty information.

https://connectall.org/policies/refund-policy

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.

If you are unhappy with your laptop or computer for any reason within 10 days of delivery, we will email you a pre-paid return label, and upon return, provide you a full refund.

For hardware warranty information, please see the link below:

https://connectall.org/policies/refund-policy

Do you have free laptops and computers?

We offer low-priced laptops on our http://ConnectAll.org webstore starting at $49.00 plus tax. However, we do not have a program offering free laptops or computers at this time.

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?

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.

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.

All of our Student/Business Premium laptops come with Windows 11 installed.