February 15, 2017
Dear Mobile Link Customer,
The Mobile Link team has been informed that Canadian service providers have decommissioned their CDMA cellular network services. Throughout 2016 and early 2017, this network was gradually shut down, culminating in final disconnections that occurred on January 31st, and February 8, 2017. Unfortunately, Mobile Links’ technology depends on an active and functioning CDMA cellular network to communicate between your generator, the Mobile Link web-site, and apps for iOS and Android phones. Please be assured, this system decommissioning has no impact on the performance of your home standby generator, only the remote monitoring functionality.
Because your Mobile Link device currently holds some portion of a One Year or Three Year Subscription, we are offering a pro-rated refund. You will be issued a pro-rated refund to the credit card on file when possible (when your most recent charge was in the last 60 days); otherwise a Visa gift card (USD) will be issued. This refund is being made available to all affected users through April 30th, 2017. If you are interested in pursuing a refund, please send an email to RefundsCA@mobilelinkgen.com before April 30th, 2017 and provide the following information:
MDN (our records show your MDN number as: ***********): We will be able to assess your refund amount based on this number.
Please accept our sincere apologies for this disruption in service. We are working diligently on alternatives to support the Canadian market’s remote monitoring needs, which we hope to provide within this calendar year. That being said, we cannot currently commit to a specific date the LTE cellular device will be available. When our LTE device does become available, you will be entitled to a credit toward the new device based on the age of your current Mobile Link. Please retain your current Mobile Link device to facilitate the exchange.
Mobile Link™ Team
Hours: 8:00 am – 5:00 pm Mon-Fri (CST)
I called Generac Mobile Link Today.9 March 2016 11:30am
One by one each device is going down.
There will be no indication on “Dealerconnect”. The accounts will stay green online.
***The only indication will be on the actual device.***
***The bottom light will be off.(cellular connection)***
We are waiting on an email from mobile link. Also waiting for a bulletin on service.generac.com
I will keep everyone posted
Generator Monitoring Specialist
The cell phone carrier “Verizon” is closing its CDMA service in Canada and Mexico and will switch to GSM and LTE service in those countries, and in other regions as well. Mobile link solely uses “Verizon”.
Verizon is making the switch in response to changes being made by global carriers. Many are retiring CDMA networks, forcing Verizon to make this change for its customers roaming in other countries.