I first started using Mobi in late 2020 after RW ended its pre-acquisition by DISH iPhone beta with the decision not to offer service on iPhone at the time. I have both Androids and iPhones in my household. As I understand it, Mobi is a Hawaii based regional mobile network operator (MNO) (think a smaller version of US Cellular) as opposed to a mobile network virtual operator (MVNO) like RW. Mobi offers nationwide coverage on Verizon’s network.
Mobi has one plan, which they creatively call the Mobi plan. Unlimited talk & text plus 1 GB of cell data is $9.99 plus taxes and telecom fees. Additional cell data may be added in 1 GB increments at $3.99 per GB.
The story I really want to tell about Mobi is regarding what I consider to be their outstanding customer support. Recently Mobi contacted me advising that I was using a soon to be incompatible phone with their SIM. Verizon is the last of the national carriers to retire its 3G network as of December 31, 2022. According to Mobi’s information, which presumably comes from Verizon, the phone in question (Samsung’s Galaxy A32 5G) will no longer be compatible with their network with the start of the new year because it’s not VoLTE or 5G capable. Verizon is obviously wrong about that but the Galaxy A32 5G is a “DISH” phone albeit now carrier unlocked acquired from RW by DISH. I suspect, its IMEI is not in Verizon’s whitelist database (all 3 national carriers play this game to varying degrees).
Mobi offered me either a free flip phone or $100 toward purchase of a compatible smartphone from their online store. Further, in the event I did not respond prior to December 31st, Mobi would have moved service to the free flip then arranged to ship that phone to me. The intent was to keep my number from being lost as happened to customers of other service providers (notably Ting Mobile when T-Mobile shut down Sprint’s network).
Given the cost of Mobi’s service noted above, I think their offer was more than generous. Since I didn’t need the flip or another smartphone, I inquired about moving service to a Google Pixel 6a, which I hoped to activate on eSIM. eSIM, particularly on Android, is in beta testing with Mobi. In fact, Mobi itself claims to be in beta testing (according to their website). That said, the service and as you are about to read the support has been rock solid in the two years I’ve been Mobi’s customer. There was a small hiccup getting eSIM activated on the Pixel 6a.
Though I decided to call in, Mobi support is available via email or text message as well. Here’s what I received via email from Mobi literally moments after hanging up the phone summarizing my interaction with Mobi support:
It was a pleasure speaking with you!
Today you called in to inquire about the 3G/ early-gen 4G devices no longer being supported in the new year.
Reviewing your account, your IMEI number, [redacted], shows that your device is not compatible with our network. To avoid losing your phone number, we recommended you update your device. I did offer you our current device upgrade options, but you had a device you wanted to use instead. The IMEI for this device was [redacted], and you also wanted to activate it on eSIM. We checked this device, and it is compatible with our network and also eSIM capable.
We first worked on changing your plan to a 5G plan. Then we worked on the eSIM activation. However, when trying to activate the eSIM, it would not go through. Furthermore, I advised you to insert your physical SIM into the new device, and then we would be able to complete the activation. In our callback, you confirmed your services were working on the new phone.
Unfortunately, on our end the IMEI did not update to reflect your new device, and we could not complete the activation. To resolve this, I have reached out to our Internal Networks Engineer Team who will manually update it. We will receive a response from them within the next 24 hours. Once we receive their response, we will reach out to you to complete your eSIM activation.
Until then, if you run into any service issues with your new device, please give us a call at 808-723-1111. Mahalo, and take care!
In less than the promised 24 hours, I received the following eMail follow-up:
Great news, we were able to get you activated on eSIM today.
You have been sent a separate email with a QRC code to complete the activation.
If you run into any issues or have any questions, please don’t hesitate to reply to this email.
True to their word, I received the referenced QR code via separate email. From there, activation on the Pixel 6a was flawless.
Like many these days, Mobi likes to refer to its support as customer care. With too many companies, in my experience, the words customer care are used very loosely. In Mobi’s case their support is actually worthy of being called care. This isn’t my first experience with Mobi customer care and in every case Mobi’s representatives have been exemplary.
If Mobi has a flaw it’s their self-serve online tools. Though Mobi’s mobile app may be used to purchase and activate a SIM, it’s currently useless after that. There is an online portal but it still reflects Mobi’s old branding and is, well, clunky. Improvements to both the mobile app and online portal are said to be coming but in the interest of full disclosure, Mobi’s been saying that for two years. For me, the fact the current portal is reasonably functional if not pretty and the customer care is outstanding when needed more than offset this.
If RW’s My Choice plan was a good fit for you and Verizon’s network meets your coverage needs, Mobi is an excellent choice. If one is in the market for “unlimited” there are other options one might want to look at.
As an aside, this Community exists due to DISH’s recent most unfortunate decision to terminate Republic’s Community forums without notice. Both Community and the associated Expert program coupled with generally outstanding agent assistance were part of what separated RW from the pack of MVNOs out there.
I don’t say this lightly, however, if one is looking for a similar level of customer care once provided by RW, one would be very happy doing business with Mobi.