Troubleshooting and Warranty Support

ConnectAll Frequently Asked Questions

Is eligibility criteria renewed yearly?

Yes.

Low-income eligibility requirements
  • Connect All serves both Non-Profit Organizations and income-eligible customers.

    For nonprofits and charity organizations, please sign up for an account on ConnectAll.org and upload your organization’s EIN and/or 501(c)(3) determination letter to become an approved buyer.

    To qualify as an income-eligible customer, please submit documentation when you create an account showing current participation in a government-based assistance program or this year’s tax return (showing proof of income under 200% of the federal poverty level or 60% of median area income).

    These verification documents include

    • Food support:
      • SNAP/EBT card with name (required dated letter of eligibility or enrollment)
      • National School Lunch Program or School Breakfast Program
      • WIC Voucher
      • Approval Letter with name from any of the above programs 
    • Medicaid Enrollment Statement
    • Housing assistance:
      • Low-Income Home Energy Assistance Program award letter (LIHEAP) 
      • Federal Public Housing Assistance
      • Section 8
      • Group Residential Housing (GRH)
      • Section 42
      • Low-Income Housing Tax Credit or other HUD low-income program
    • Supplemental Security Income (SSI)
    • Social Security Disability Insurance (SSDI)
    • Veterans Pension or Survivor Benefits
    • Lifeline
    • Child enrollment in Head Start 
    • Federal Pell Grant
    • The most recent year’s tax return showing that your annual household income did not exceed 200% federal poverty level (FPL) or 60% area median income (AMI)
    • Lives in Qualifying Tribal Lands or part of these programs:
      • Tribal TANF 
      • Bureau of Indian Affairs General Assistance 
      • Food Distribution Program on Indian Reservations
      • Tribal Head Start

       

      Please reach out to us at support@interconnection.org with any questions.

Computer Frequently Asked Questions

Operating system does not load correctly
  • Power down the system and try booting again.

  • If you experience any other problems unrelated to product activation during the initial boot, be sure to record the specific error received before opening a warranty support ticket.
Computer does not power on
  • Verify all connections from the computer to the power source(s) are secure and active (working outlet or power strip with switch in the ON position, etc.).

  • (If Laptop) While powered off, remove the battery from the machine and (with adapter plugged in), attempt to power on.
CD Drive not functioning as expected
  • Verify the CD being used does not have significant scratches.

  • Try more than one disc to make sure it is not a defective disc.

  • Verify the type of optical drive installed. A CD-ROM drive will not read a DVD. A CD-ROM or DVD-ROM will not write data to a CD or DVD.
Unresponsive keyboard or mouse
  • Double-check the connection to the computer to be sure it is secure.

  • Try connecting to a different port on the back of the computer.
Updated drivers needed (hardware not functioning as expected e.g.no sound, distorted display, no mouse or keyboard function, etc.)
  •  Visit the manufacturer website (dell.com, hp.com, etc.).
  • Locate the download/support page corresponding to the

    make/model of your refurbished unit.

  • Download specific device drivers as needed.
Monitor is not receiving signal from computer
  •  Verify all monitor connections are secure and that the power is turned on.
  • Try connecting a known working monitor and/or different cables to the unit to determine which component is causing the problem.
  • Verify that the display drivers for the installed video card are up to date and installed correctly.
  • If a video card is present, the monitor should be plugged into the video card and not onboard graphics (which is grouped together with the USB and audio ports).
Connecting external hardware (not including the keyboard and mouse)

Other external hardware (HDDs, flash drives, Wi-Fi cards, etc.): Please refer to the hardware manufacturer for setup and/or troubleshooting.

Microsoft Office 2010 Suite

If your refurbished computer included the 2010 Home & Business edition of Microsoft Office, it has been activated at the refurbisher facility and the product key is included in an envelope that was shipped with your computer.

This Office suite includes Microsoft Word, Excel, PowerPoint, Outlook and OneNote.

Computer repair policy

Affordable Computer Repair

PCs for People offers affordable computer repair to eligible recipients who already own a computer. Customers can bring in a computer to one of our retail locations to request a repair evaluation and cost estimate from one of our trained computer technicians. Please note that we do not accept Apple computers or tablets for repairs at this time. 

Basic repairs cost $25, although the first Windows reinstall on a PCs for People computer is free. 

Additional charges may apply:

  • If parts need to be ordered that we don’t have in stock, the cost of ordering the new part is added to the $25 basic repair fee.
  • For a laptop that requires a screen replacement, we charge a $35 repair fee.
  • Services that require us to open up the laptop will be charged $45.
  • Virus removals cost $45.
  • There may be other fees depending on the extent of service needed.

 

Every attempt will be made to complete your repair within two weeks. Once completed, we will call the number provided when the computer was dropped off. If you have questions, please contact us.

One Year Warranty

Affordable Computer Repair

PCs for People offers affordable computer repair to eligible recipients who already own a computer. Customers can bring in a computer to one of our retail locations to request a repair evaluation and cost estimate from one of our trained computer technicians. Please note that we do not accept Apple computers or tablets for repairs at this time. 

Basic repairs cost $25, although the first Windows reinstall on a PCs for People computer is free. 

Additional charges may apply:

  • If parts need to be ordered that we don’t have in stock, the cost of ordering the new part is added to the $25 basic repair fee.
  • For a laptop that requires a screen replacement, we charge a $35 repair fee.
  • Services that require us to open up the laptop will be charged $45.
  • Virus removals cost $45.
  • There may be other fees depending on the extent of service needed.

 

Every attempt will be made to complete your repair within two weeks. Once completed, we will call the number provided when the computer was dropped off. If you have questions, please contact us.

Hotspot Frequently Asked Questions

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, reach out to Mobile Citizen Technical Support at 877-216-9603.

Where can I find the IMEI number of my Hotspot 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.

If the internet service is not good or strong in my area, is the hotspot device refundable?
It is refundable within 10 days of receiving your device, please reach out to us as soon as possible about returning the device if it isn’t working for you.
Will putting the hotspot device in one room provide a good active signal for the entire house-multiple rooms, what is the range?
It depends on the space you are in, generally I would say it best serves wireless devices in the same room. Please be advised is it not recommended to leave the hotspot plugged in when fully charged due to battery heating.
Hotspot Warranty
Hotspot packages are covered by a 9-month warranty. After the 10-business-day return-for-refund window has passed, a defective hotspot can be returned for a replacement through Mobile Citizen.

After purchasing a new internet package, we strongly suggest testing the hotspot at home (or the main location it will be used) as soon as possible to ensure that:

  • The location receives a strong, steady signal.
  • There are no problems with the device or connection.
Is there a contract or just pay month-by-month, can cancel without penalty?
It is month by month, you can cancel at any time without penalty. Please be aware there is a one-time fee of $99 to purchase the hotspot device.
If the internet service is not good or strong in my area, is the hotspot device refundable?
It is refundable within 10 days of receiving your device, please reach out to us as soon as possible about returning the device if it isn’t working for you.
Payment Failure

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. 

1) Go to https://connectall.org and sign in to your account. (Sign in circled in red below): 

2) Sign in with the email and password that you used to set up your account.

 

3) Go to My Account and click on My Subscriptions. 

4) Find the MOST RECENT subscription with the status “Payment Failure” and click on EDIT to update the payment information. 

 

5) Select the Credit Card you would like to use in the drop-down box. To add or update your payment information click on My Payment Data (see below): 

6) Update the payment information as necessary. 

7) Return to My Subscriptions. Once you have selected the updated “Payment Account” that you would like to use for this subscription, find the subscription with the status “Payment Failure” and click “View”. 

8) To alert the system to pay your service, click on Reactivate (look at the below picture).

 Your payment will run automatically in the next few hours. Thank you! 

Returning Defective Hotspot for a Replacement
In the event that a hardware or component issue develops with the hotspot, you must contact Mobile Citizen for device troubleshooting issues and support.

Note: If a replacement is needed, you MUST contact Mobile Citizen at 877-216-9603. InterConnection is not able to approve provide hotspot replacements – Mobile Citizen is the only one that can approve/process hotspot replacements.

Refund Requirements
Please note that meeting the return requirements does not guarantee a refund. Refunds are determined on a case-by-case basis at InterConnection’s sole discretion. Furthermore, any missing, damaged, or otherwise compromised items may result in a reduction of returned funds. In order to request a refund, the following criteria must be met:

  • Contact InterConnection within 10 business days of receiving the hotspot (the day it is delivered or picked up in-store).
  • All original packaging and contents must be present, and in pristine condition.
Who Do I Contact?
InterConnection has partnered with Mobile Citizen to offer this Low-Cost Internet Program, and each partner provides support on specific topics. Here’s who you should contact for issues or questions regarding:

  •  Billing, Refunds, or account support for ConnectAll.org: Please contact InterConnection’s eCommerce Team at (206) 633-1517 or email at: support@interconnection.org.
  • Troubleshooting device issues or replacing a defective hotspot device: Please contact Mobile Citizen at: (877) 216-9603.
What is The Service Coverage
Use the following link to check the service coverage at your location! Click here.
What is the internet speed equivalent in Mbps download/upload?
Average download speeds are 2-3 Mbps and upload speeds are 7-20 Mbps on average.
Do I need a home residential phone line for your internet service to work or it is a wireless hotspot device, ethernet, or other cables needed?
You do not need a phone or Ethernet/ cables, our wireless hotspot provides wireless internet from the Sprint/T-Mobile network. You will need wireless-capable devices to use the internet on them though.
Coolpad Surf User Guide
Download and view the Coolpad Surf Mobile Hotspot User Guide here.