Redzone 4G/5G Wireless FAQ

Account & Billing

How do I manage my Redzone account?
You will receive an email with instructions to set up your customer information portal after your service has been installed and activated. You can also access the customer portal setup directly. Your customer portal will allow you to quickly view your invoices and manage your payment details. You also have the ability to make changes to your contact information and view your data usage history.
What payment methods can I use to pay for my monthly service?
Redzone accepts the following payment methods: e-check (linking payment to your checking account), debit card, PayPal, or credit card (Visa, Mastercard, Amex, Discover). You can edit your payment method at any time by logging on to your customer information portal. You can access the customer information portal anytime via the My Account link at the top of our site. If you need further assistance you can give us a call at 888-322-3130 and one of our support representatives will assist you.
How do I upgrade or make changes to my Redzone account?
Customer support concerning account information (billing, cancellation, etc.) can be addressed with a customer support specialist by calling 888-322-3130 Monday - Friday, 8am to 5pm EST.
What extra taxes and fees will I pay to Redzone for my Internet Service?
  • Taxes: There are no taxes on Internet service.
  • Late Fees: If your monthly bill is paid (3) three days later than your scheduled billing date, a late fee will be posted to your account on the 4th day equating to 5% of your delinquent balance.
  • Nonpayment Reconnection Fee: If you fail to pay your bill by the 10th day of your scheduled billing date, your service will be suspended and you will be charged an additional $25 to reactivate your account.
  • Monthly Service Subscription: Your account will be charged for your first month’s subscription when the device is activated and shipped.
  • Monthly Charges for Add-on Services: If you choose to add extra services to your account, you will be automatically billed each month. Please consult your account portal for information concerning any add-on services that you have subscribed to..
What is the "Device Fee"?
The “Device Fee” is a one-time lease payment for the use of Redzone’s internet equipment. The device fee covers the cost of setup, administration and support of your equipment. Unlimited 24/7 technical support, device monitoring, and the use of the device on our network is included.
How do I cancel my Redzone Internet service?
Please call us at 888-322-3130 Monday - Friday, 8am to 5pm ET to speak with a Redzone Customer Service Associate to complete your cancellation request.
Do I need to return Redzone’s equipment if I cancel my service?

Yes, Redzone’s equipment must be returned in the same condition that it was shipped to you. If the condition is beyond normal wear and tear and includes, but not limited to, excessive scratches, dirt, dents, glue, adhesives, stickers, pet hair, tobacco stains and smells, jammed SIM cards, or equipment that has been dismantled, taken apart, or contains missing pieces, you will be subjected to an additional fee. The 4G/5G modem device, power cords, ethernet cables and all accessories must be returned to Redzone.

Devices returned in an unsatisfactory manner as described above will be subject to the following fee:

  • Redzone Pilot: $100
  • Redzone Navigator: $100
  • Redzone Wayfinder: $150

Equipment that is not returned within 30 days of your cancellation request and receipt of RMA Instructions will be considered stolen and you will be charged the replacement cost.

Do I need an RMA (Return Merchandise Authorization) before returning my Redzone internet device?

Yes, you need to contact Redzone to obtain RMA instructions prior to returning your equipment. Per Redzone’s Internet's Terms of Service agreed to upon checkout, Failure to formally request a cancellation of your Redzone account, or shipping an item independently, may result in delays with closing your account and in continued automatic payment collections.

While a customer may request cancellation of their account at anytime, your account cancellation can only take place when your Redzone equipment has been processed and returned to Redzone. You will have a 14-Day Grace Period starting from the day your RMA instructions were sent to the email address we have on file. If Redzone does not receive your equipment back within 14 days after your RMA confirmation, you will continue to be billed for your subscription.

If we do not receive your device within 30-days of receiving your RMA instructions, Redzone will consider it stolen and you will be invoiced for the replacement cost.

Please check our Terms of Service to get additional details regarding our cancellation and refund policy.

Do I pay for shipping when I return my modem?

Yes, if you cancel your account you are responsible for all return shipping costs. Return Shipping costs are non-refundable. Detailed information regarding our return and cancellation policy can be found in our Terms of Service. We encourage you to use a trackable shipping service and purchase adequate insurance because you are responsible for any loss or damages.

Please note that you MUST contact Redzone to request a cancellation by calling M-F 888-322-3130 before you return any equipment. Please do NOT ship your equipment before your formal cancellation request has been processed and Return Merchandise Authorization (RMA) instructions are provided. Failure to formally request a cancellation of your membership, or shipping an item independently without contacting Redzone, may result in a delay in the cancellation of your account, and you will continue to be automatically billed until we receive your equipment.

I canceled my account and received the Return Merchandise Authorization (RMA) instructions, now what?

The RMA instructions contain specific directions on how and where to send your equipment.

Your device will be deactivated when the RMA instructions are emailed to you.. You will receive a 14-Day Grace Period to return your equipment, during which you will not be billed for your subscription.

You have 14 days from the time that your RMA instructions are emailed to ship your equipment back to Redzone. If your equipment is not received within the 14-Day Grace Period, your subscription will resume and you will continue to be automatically billed at your monthly Internet subscription rate. If Redzone does not receive your equipment within your 14-Day Grace Period, you will not be refunded for your account subscription, regardless if it was requested within your 14-Day Money Back Guarantee.

If your equipment is not received within 30-days of receipt of your RMA instructions, Redzone will consider the equipment stolen and a replacement fee will be assessed onto your account. Please visit our Terms of Service for more information regarding Redzone’s Account Cancellation and Refund Policy.

*Redzone equipment that is not returned or equipment that is returned in an unsatisfactory condition (Please reference Equipment Condition) will be subject to a fee of $100 for Redzone Pilot, $150 for Redzone Navigator, or $250 for Redzone’s Wayfinder.

Where is my refund?

Your refund will be processed after we have received, inspected, and tested your returned equipment. You will be notified via email once your equipment begins to process back in our warehouse. This process normally takes 12-14 days to complete.

*Please note: Redzone cannot begin your return and refund process until your equipment has been delivered to Redzone. We recommend that you use a shipping service that provides tracking information so that your equipment can be tracked in transit.

Please review our Terms of Service for further information regarding our return and refund policy.

If you have any billing questions or concerns, please call 888-322-3130 M-F 8am-5pm to speak to one of our customer service representatives.

Technical

What technical support is provided with my Internet service?

Redzone technical support is available 24/7 at 888-322-3130.

Redzone support can assist with your leased equipment, and its connection to the Internet. Redzone does not provide technical support for customer-owned equipment such as routers, computers, printers, tablets, phones, software applications, and home networking equipment (examples include: Google hub, Amazon Alexa, Ring, Blink, Roku and other smart devices such as lights, security systems and thermostats).

Redzone also offers a Priority Technical Support Plan. For more information, please consult us at 888-322-3130.

How do I reach Redzone for technical support?

Redzone Tech Support is available by phone 24/7 at 888-322-3130.

IMPORTANT! Do not reset or attempt to make any hardware or software changes to any Redzone equipment unless you are directed to do so by one of our Technical Support Representatives.

Is my Redzone equipment used?

Redzone equipment is the property of Redzone Wireless. When you sign up for a self-install plan with Redzone, you may or may not receive a brand new internet device. Redzone’s equipment is quality tested and verified before leaving our warehouse. A used internet device functions the same as a new device.

If your equipment malfunctions during normal use and the issue cannot be resolved by our Tech Support team, then Redzone will ship you a replacement device. Standard shipping for a replacement device is 3 days.

Premium Service Subscription guarantees overnight shipment for replacement equipment. (link)

How do I set up my equipment?

Redzone Navigator:
Navigator Setup Guide

Redzone Pilot:
Pilot Setup Guide

Redzone Wayfinder:
Wayfinder Setup Guide

Why are my download speeds different in the morning and evening?

There are a number of variables that cause differences in download speeds, but the most common of these is Network congestion. At certain times of the day, more users are online at the same time

What if I'm experiencing slow speeds?

There are a number of factors to consider when experiencing slow internet speeds. First we need to determine what speeds you are receiving. Start by doing a web search for speedtest.net. This is a simple and quick way to see what your current speeds are.

The speeds can and will vary at different times of day as the usage on the internet will vary with peak usage times. Peak usage times are typically early in the morning before work and school begins and in the evenings after work and school is over. We encourage you to run multiple speed tests at different times of the day so the problem can be isolated. Take note of what speeds you are getting at what time.

Please note that if your speeds are under 10mbps download, this doesn’t mean your internet is unusable. This is a common misperception. Depending on what activities you are using the Internet for also means the usage requirements will be different.

Example activities and usage: Surfing the web requires a minimum of 2 Mbps Streaming music requires a minimum of 0.5 Mbps Playing online video games requires on average 1 Mbps

Streaming services (We recommend setting your streaming devices to default or HD):

Netflix requires 5 Mbps for HD and 25 Mbps for 4K

Hulu requires 3 Mbps for HD and 16 Mbps for 4K

Disney+ requires 5-10 Mbps for HD and 25 Mbps for 4K

HBO requires 5 Mbps

Streaming YouTube requires 5 Mbps for HD and 20 Mbps for 4K

Zoom Video Calls require 8 Mbps for sending and receiving for one-on-one phone calls and 2.5 Mbps for receiving and 3 Mbps for sending for group video calls

Placement of your Redzone device:

The closer you can get your modem to a window the better but in a window is ALWAYS best. This gives your modem the opportunity to connect to the nearest tower. Ensure your modem is free of obstructions and is in the highest possible floor in your home or business. Avoid placing your Redzone device on the floor.

Use of a Cell Booster:

If you have a cell booster, this can also be the source of slow speeds. Cellular boosters can cause interference and do not work well with our internet devices. Our internet devices must receive a direct signal from the nearest tower for a certain set of frequencies not normally amplified by cell boosters. While your Redzone device is trying to listen to what it needs to hear, a cell booster is amplifying and rebroadcasting a host of other frequencies that the device can not use. Essentially, the signals become “noise” for our internet device. If there is a high enough noise level, your internet device will degrade in speed or disconnect completely. In RV parks, it is very common for other RVer’s to use cell boosters to get their cell service working and this could affect your own internet experience.

If you are still experiencing slow speeds and would like to talk to one of our Technical Support Representatives, we can be reached 24/7 at 888-322-3130.

14-Day Money-Back Guarantee

What are the terms of Redzone’s 14-day Money-Back Guarantee?

Redzone believes in its services and products, and we are confident that you will be a happy Redzone customer. If, for any reason, you are not satisfied with your Redzone experience, you may cancel your service up to 14 days from the date you received your device by calling our office M-F 8am-5pm EST 888-322-3130. Once your cancellation is received, we will email you an Return Merchandise Agreement (RMA) instructions.

After you have received RMA instructions, your subscription will be paused for two (2) weeks (14 days). This is your 14-Day Grace Period. Redzone MUST receive your modem back within this 14-Day Grace Period, otherwise, your subscription will resume as normal and you will continue to be billed. If Redzone receives your modem after your 14-Day Grace Period, you will not be refunded for your Device Fee, Add-ons or Subscription, even if your cancellation request was within your 14-day Money-Back Guarantee period.

Per Redzone's Terms of Service, you will be refunded for your device fee, add-on fees and any monies collected for your subscription if you request cancellation before the expiration of your 14-day Money-Back Guarantee. If you decide to cancel your services with Redzone after your 14-day Money-Back Guarantee, you will be refunded for any unused portion of your monthly subscription only.

Please note that you are responsible for the cost to return your device, and your refund will not be processed until your device is received by Redzone.