FAQ
Most frequent questions and answers
Lifeline
Lifeline is a government program designed to increase the availability of phone services to low-income subscribers by providing a credit for monthly telephone service to eligible consumers.
Infiniti Mobile Lifeline service may be free to qualified consumers but varies by plans and state.
Visit here and enter your zip code to check if service is available in your area. Offers vary by state.
Infiniti Mobile customers could receive depending on plan and eligibility:
- FREE Smartphone
- FREE Data Each Month
- FREE Talk Each Month
- FREE Texts Each Month
- Nationwide Calling
- FREE Voicemail Account, Call Waiting and Caller ID
- FREE 911
- 411 Directory Assistance
- FREE Domestic Roaming
- Text & Picture Messaging
Lifeline Assistance is a government benefit program supported by the federal Universal Service Fund for which you must qualify. The Lifeline Assistance program is available for only one wire line or wireless account per household.
Only eligible individuals may enroll in the Lifeline program. Lifeline service is limited to only one wireless or landline Lifeline benefit per household. You also cannot receive Lifeline benefits from multiple service providers.
You may qualify for Lifeline Service in your area if you already participate in one of the following government assistance programs:
- Supplemental Nutrition Assistance Program (SNAP)
- Medicaid
- Federal Public Housing Assistance / Section 8
- Supplemental Security Income (SSI)
- Veteran’s Pension and Survivors Pension Program
- Eligibility Programs for Residents of Federally-Recognized Tribal Lands: Food Distribution Program on Indian Reservations (FDPIR), Bureau of Indian Affairs General Assistance (BIA), Tribally Administered Temporary Assistance for Needy Families (TATNF), Headstart (meeting income qualifying standards) (Tribal).
- Your total household income is at or below 135% of the Federal Poverty Guidelines (FPG).
The table below provides the maximum income you can have to be eligible for service.
You will first need to check if Infiniti Mobile is providing Lifeline service in your area by clicking here and entering your zip code. If Lifeline service is available in your state, submit an application online.
Once your Lifeline benefit is transferred to Infiniti Mobile, you will no longer receive a Lifeline benefit from your current carrier since you can only get one Lifeline benefit per household. By applying to Infiniti Mobile service, you are consenting to this Lifeline benefit transfer.
You can:
- Apply online here.
- Call Customer Care at 888-801-0012
Yes, if you are approved, you can even keep your current phone number. Here’s how:
Once you receive your Infiniti Mobile phone, you can contact Customer Care at 888-801-0012 and a representative will help you keep your current number. Just call from a different phone and have your account number and password.
Currently we are not taking online California enrollments, you can contact Customer Care at 888-801-0012 and a representative will help you.
Affordable Connectivity Program (ACP)
The Affordable Connectivity Program is an FCC benefit program that helps ensure that households can afford the broadband they need for work, school, healthcare and more.
The benefit provides a discount of up to $30 per month toward internet service for eligible households and up to $75 per month for households on qualifying Tribal lands. Eligible households can also receive a one-time discount of up to $100 to purchase a laptop, desktop computer, or tablet from participating providers if they contribute more than $10 and less than $50 toward the purchase price.
A household may be eligible for the Affordable Connectivity Program if the household income is at or below 200% of the Federal Poverty Guidelines, or if a member of the household meets at least one of the criteria below:
- Participates in certain assistance programs, such as SNAP, Medicaid, Federal Public Housing Assistance, SSI, WIC, or Lifeline;
- Participates in Tribal specific programs, such as Bureau of Indian Affairs General Assistance, Tribal TANF, or Food Distribution Program on Tribal Lands;
- Participates in the National School Lunch Program or the School Breakfast Program, including through the USDA Community Eligibility Provision;
- Received a Federal Pell Grant during the current award year; or
You may be eligible for ACP if your income is 200% or less than the Federal Poverty Guidelines (see table below). The guideline is based on household size and state.
The table below reflects the income limit by household size.
If eligible, ACP is available nationwide including Alaska, Hawaii, and Puerto Rico. Click here to see if you are eligible!
This disclosure provides Infiniti Mobile customers (“you” and “your”) with information about the network management practices, performance characteristics, and commercial terms applicable to our mass market wireless broadband Internet access services (“Broadband Services”), consistent with the Federal Communications Commission’s Transparency Rule and applicable state laws and regulations. Broadband Services provide customers with the ability to transmit and receive data from all or substantially all Internet endpoints. As a Mobile Virtual Network Operator (“MVNO”), we provide our Broadband Services entirely by using the facilities of our underlying carrier, which is a leading nationwide wireless provider (“Underlying Carrier”). As a result, while we have some control over the network management practices and performance characteristics applicable to the Broadband Services you receive from us, we do not actively manage the network or control performance—our Underlying Carrier does. Nothing in this disclosure changes your rights and obligations, or ours, under our Terms and Conditions, available at https://infinitimobile.com/terms-and-conditions, or our Privacy Policy, available at https://infinitimobile.com/privacy-policy. This disclosure is provided for informational purposes only and we may change it at any time, without notice. Network Management Practices
Infiniti Mobile strives to provide a high-quality Internet experience for all our customers via the resale of services on our Underlying Carrier’s network. Because bandwidth is a limited resource and the network of our Underlying Carrier is shared among Infiniti Mobile’s customers and other users of our Underlying Carrier’s network, it is essential that our Underlying Carrier engages in reasonable network management practices to benefit all users of the network. When congestion occurs, you may experience reduced throughput or speed compared to non- congested times or to other users. Our Underlying Carrier may use network management techniques to ensure the best possible experience for the most possible customers, including modifying the manner in which streaming video is delivered. It also may prioritize emergency communications, including by law enforcement, public safety officials, or national security authorities, consistent with or as permitted by applicable law, which may impact other users of its network, including our customers.
Does Infiniti Mobile limit data usage or provide customers with tools to monitor and control their data usage?
Infiniti Mobile offers service plans with pre-established allotments of data at designated speeds per month and the opportunity to purchase additional data. Customers select how much data they receive under their service plan. Certain uses of the Broadband Services may not count against a customer’s data allotment. If you use the Broadband Services in a manner that violates our Terms and Conditions, including our Acceptable Use Policy, available at https://infinitimobile.com/terms-and-conditions, we may suspend, terminate, or restrict your data session, switch you to a more appropriate data plan, or terminate your service. Customers may determine their remaining data balance by contacting customer service at support@infinitimobile.com or (888) 801-0012.
No, Infiniti Mobile does not block or throttle (including impair or degrade) lawful Internet traffic on the basis of content, application, service, or use of non-harmful devices on its Broadband Services, subject to reasonable network management. Nor do we modify particular protocols, protocol ports, or protocol fields in ways not prescribed by the protocol standards. However, in response to a specific security threat against the networks of our Underlying Carrier or our customers, we or our Underlying Carrier may need to block or limit the flow of traffic from certain locations or take other appropriate actions.
No, Infiniti Mobile does not directly or indirectly favor some traffic over other traffic (such as through prioritization, resource reservation, or traffic shaping) in its provision of the Broadband Services for any type of consideration from a third party or to benefit an affiliate. During natural disasters and other emergencies, our Underlying Carrier may prioritize emergency communications, including those of law enforcement, public safety officials, or national security authorities, consistent with or as permitted by applicable law.
No, Infiniti Mobile does not require consideration, monetary or otherwise, from edge providers (i.e., individuals or entities that provide any content, application, service, or non-harmful device) in exchange for the non-discriminatory treatment of their content, application, service, or non-harmful device, including, but not limited to, in exchange for transmitting traffic to and from our end users or preventing the blocking or throttling (including impairment or degradation) of the edge provider’s content, application, service, or non-harmful device.
No, Infiniti Mobile does not engage in zero-rating (i.e., exempting some Internet traffic from a customer’s data usage allowance) either in exchange for consideration, monetary or otherwise, from a third party or by zero-rating some content, applications, services, or devices in a category of such content, applications, services, or devices, but not the entire category. Infiniti Mobile may engage in zero-rating for no consideration and by not differentiating on the basis of source, destination, content, application, service, or device, or class thereof.
No, subject to reasonable network management, Infiniti Mobile does not unreasonably interfere with or unreasonably disadvantage: (1) an end user’s ability to select, access, and use the Broadband Services; (2) the lawful content, applications, services, or devices of the end user’s choice; or (3) an edge provider’s ability to make lawful content, applications, services, or devices available to end users.
Infiniti Mobile customers may use any 4G or 5G-capable devices of their choice with our Broadband Services, so long as the devices are compatible with and do not harm or interfere with the networks of our Underlying Carrier and comply with all applicable laws, rules, regulations, and standards. Due to network evolution undertaken by our Underlying Carrier, certain 3G and 4G devices may be rendered incompatible with the network. If you are using a device that will become incompatible, depending on your device, you will need to either 4 4884-1514-2175 v.2 upgrade your device or replace your SIM card. For details on when we expect the network changes to occur, please contact us at support@infinitimobile.com or (888) 801-0012.Infiniti Mobile customers may use any 4G or 5G-capable devices of their choice with our Broadband Services, so long as the devices are compatible with and do not harm or interfere with the networks of our Underlying Carrier and comply with all applicable laws, rules, regulations, and standards. Due to network evolution undertaken by our Underlying Carrier, certain 3G and 4G devices may be rendered incompatible with the network. If you are using a device that will become incompatible, depending on your device, you will need to either 4 4884-1514-2175 v.2 upgrade your device or replace your SIM card. For details on when we expect the network changes to occur, please contact us at support@infinitimobile.com or (888) 801-0012.
Infiniti Mobile customers may use any 4G or 5G-capable devices of their choice with our Broadband Services, so long as the devices are compatible with and do not harm or interfere with the networks of our Underlying Carrier and comply with all applicable laws, rules, regulations, and standards. Due to network evolution undertaken by our Underlying Carrier, certain 3G and 4G devices may be rendered incompatible with the network. If you are using a device that will become incompatible, depending on your device, you will need to either upgrade your device or replace your SIM card. For details on when we expect the network changes to occur, please contact us at support@infinitimobile.com or (888) 801-0012.
Network Performance Characteristics
Although our Underlying Carrier engineers and manages its network to provide optimal performance to all users and user types, including based on average and anticipated peak usage of the network, the end-to-end performance of our Broadband Services can depend on a variety of factors, many of which cannot be anticipated or are outside of our and our Underlying Carrier’s control, including: your location relative to our coverage area, your proximity to a cell site, the capacity of the cell site, the number of other customers connected to the same cell site, the number of customers simultaneously using the network, the services other users are using, topography, weather, obstructions, use inside a building or a moving vehicle, radio frequency interference, the capabilities of your device, the applications you are using, the server with which your device is communicating, the source or destination of your Internet traffic, overall traffic on the Internet, whether there are network outages, and applicable network management practices discussed above. These factors can impact the availability of network resources for Broadband Services at any time. In addition, our Underlying Carrier has designed its wireless service to provide customers with a high-quality voice experience during simultaneous voice and data sessions, which may affect data performance, including, but not limited to, a temporary reduction in speed to minimize the likelihood of dropped calls.
Speed reflects the rate at which Broadband Services can transmit data packets. This capacity is
typically measured in the number of kilobits, megabits, or gigabits that can be transmitted in
one second (kbps, Mbps, or Gbps). Some applications, like a short basic web browsing, do not require high-speed service to function optimally. Other activities, basic web browsing, do not require high-speed service to function optimally. Other activities, like transferring large data files, can be performed faster with higher-speed services. Applications involving real-time or near real-time, high-bandwidth uses, such as streaming video or video conferencing, require high-speed service to function optimally. The maximum download speeds achievable on the network of our Underlying Carrier are typically between 43 – 143 Mbps for 5G devices and 19 – 76 Mbps for 4G LTE devices. The maximum upload speed is typically between 10 – 34 Mbps for 5G and 4 – 20 Mbps for 4G LTE devices. Infiniti Mobile provides its Broadband Services at speeds of at least 128 kbps download and upload, where the network will support such performance. After you use your monthly data allotment, your data speed may be reduced or your data access may be suspended for the remainder of the billing cycle. Customers can receive additional high-speed data by upgrading their service plan to one with a higher data allotment or by purchasing a data top-up. The maximum speeds are optimal for real-time or near real-time, high-bandwidth uses. Lower speeds may affect your ability to stream audio and video, access certain websites and content, or interact with available applications.
Latency is the time that a data packet takes to travel between two points on the Internet, usually expressed as the round-trip time in milliseconds (ms). Some applications, such as email, can tolerate a substantial amount of latency without any noticeable impact on the application’s performance. Other applications, such as real-time video conferencing, require lower latency to function properly. The minimum round-trip latency achievable on the network of our Underlying Carrier is typically between 24 – 40 ms for 5G and 4G LTE devices. Latency may increase as speeds are reduced. The minimum latency is optimal for real-time or near real-time, high-bandwidth uses. Higher latency may affect your ability to stream audio and video, access certain websites and content, or interact with available applications.
Commercial Terms
Descriptions of the rates and fees applicable to our Broadband Services are available on our website, www.infinitimobile.com. Infiniti Mobile does not charge termination fees and is not responsible for any termination fees that may be imposed by another carrier that ports its number to the Infiniti Mobile platform.
The Terms and Conditions (also describing prohibited uses) can be found at https://infinitimobile.com/terms-and-conditions.
We may monitor traffic on our Broadband Services for our own internal purposes, including, but not limited to, billing, internal metrics, and preventing fraud, abuse, and illegal activity on our Broadband Services, as permitted by law. We do not monitor traffic information through deep-packet inspection. We do not share any traffic information with unaffiliated third parties for non-network management purposes without your consent.
To learn more about our privacy practices for our Broadband Services, please review our Privacy Policy at https://infinitimobile.com/privacy-policy.
If you have questions or concerns about our Broadband Services, please contact us using the following information: Email: support@infinitimobile.com Phone: (888) 801-0012 or 611 from your Infiniti Mobile Wireless Device during normal business hours: Monday-Friday, 8:00am-8:00pm CST and Saturday, 8:00am-5:00pm CST (Closed on Sunday). Mail: Infiniti Mobile 500 N Central EXPY STE 202 Plano, TX 75074 LAST
UPDATED: 5/12/22
