video uses up a lot of bandwidth, we recommend streaming content on one
device at a time.
● Battery: In order to prolong the hotspot’s battery life, we recommend
unplugging the hotspot from the outlet after it’s fully charged. Leave the
hotspot unplugged until the battery LED indicator turns red, then charge it back
up to full. Leaving the hotspot plugged in at all times might shorten the
hotspot’s battery life.
Troubleshooting Tips
Issue: The battery is swollen or the hotspot won’t hold a charge.
● Solution 1: If you’re experiencing power or battery issues with your hotspot,
then it needs to be replaced. If your hotspot is still under warranty, Mobile
Citizen will replace your hotspot free of charge. You can reach them by calling
877-216-9603. If you’re unsure whether it’s under warranty or not, you can call
them and they will confirm. For more details on how to call, please refer to the
Tech Support section of this document. If your hotspot is no longer under
warranty, you will need to purchase a new hotspot.
Issue: Bad signal strength or the internet connection fails.
● Solution 1: We recommend moving the hotspot around your home and find a
window or outward facing door that allows for the strongest connection.
● Solution 2: If your device is far from your hotspot, internet speeds might be
impacted. Please keep your devices as close to each other as possible.
● Solution 3: Internet speeds are dependent on network congestion. During peak
hours of cell network use, usually in the evenings after 5pm, internet speeds
might be impacted. If this occurs, please use the device outside of peak hours.
Issue: No internet access and the data LED indicator is red.
● Solution 1: Remove and reinsert the SIM card.
● Solution 2: The hotspot might be outside of Sprint’s data coverage areas. Please
use the hotspot in an area with data coverage.
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