Contents
- Frequently Asked Questions
- What is Cell Link?
- How do I get Cell Link software on my cell phone?
- With which cellular carriers is Cell Link compatible?
- Do I need an internet data plan associated with my cellular voice plan?
- Do I need a special cell phone to use Cell Link?
- What do I do if I get a new phone?
- What do I do if I change my phone number?
- What do I do if I change my cellular service provider?
- I lost my phone. How do I disable Cell Link on my old phone?
- How do I add a phone to my account?
- Can more than one phone control my home?
- Can I create a custom name for my phone?
- How do I add another HomeRemote gateway to my account?
- What are my subscription options?
- How do I change my subscription?
- What is the billing cycle for my service?
- Technical Support
- Billing Inquiries
Frequently Asked Questions
What is Cell Link?
Cell Link allows you to control your Hawking HomeRemote home automation system through a graphical interface on your cellular phone. Cell Link provides virtually unlimited range for the customer to monitor and control their HomeRemote home automation system - including monitoring of your IP (network) cameras!
Back to Contents ↵How do I get Cell Link software on my cell phone?
Cell Link software can be downloaded over the air, similar to how ring tones, pictures and games are downloaded to cell phones. When you initially set up your account, or add additional phones, you'll be walked through a tutorial on how to download the software for your specific carrier and phone model.
Back to Contents ↵With which cellular carriers is Cell Link compatible?
Cell Link works with most phones on the Cingular, Sprint, Nextel and T-Mobile networks. Cell Link does not currently support standard phones on Verizon or Alltel, but BlackBerry and some PDA devices are supported. Check back often to see if these carriers are added.
Back to Contents ↵Do I need an internet data plan associated with my cellular voice plan?
Yes, because Cell Link uses the internet to send data back and forth between your phone and your home, an internet data plan is necessary. Some cellular carriers offer 'a la carte' data plans that allow you to send data over the internet and pay for each usage rather than a fixed monthly fee for a fixed amount of data usage. However, it may be more cost effective to add a data plan to your voice plan in order to use the Cell Link system.
If you do not have a data plan and your carrier does not offer an 'a la carte' method of sending data, you will have to contact your cellular carrier to add a data plan to your phone.
Back to Contents ↵Do I need a special cell phone to make Cell Link work?
Cell Link works with most modern cell phones that are capable of connecting to the internet. Most phones with color displays have this capability, but it can depend on the make and model of your phone as well as your cellular carrier. Most cellular carriers have this information available through their website.
When you sign up for an account, you will be able to test your phone's compatibility by downloading the Cell Link software and selecting "Test Connection" from the menu in the application.
Back to Contents ↵What do I do if I get a new phone?
You will need to download the Cell Link software to your new phone. Click the "My Phones" link at the top of the screen. You can then remove your old phone and click "Add Phone" to add your new phone to your account and download the software to your new phone.
Back to Contents ↵What do I do if I change my phone number?
If you have the same physical phone, but a new number, you can click the "My Phones" link at the top of the screen and select "Update phone details". You will be able to enter your new phone number there.
If you now have a different phone, you will need to download the Cell Link software to your new phone. Click the "My Phones" link at the top of the screen. Here, you can remove your old phone and click "Add Phone" to add your new phone.
Back to Contents ↵What do I do if I change my cellular service provider?
Click the "My Phones" link at the top of the page. From this page, you can remove your old phone and then click "Add Phone". You will be able to choose your new carrier in the Add Phone wizard.
If you change cellular carriers, you may not be able to carry-over your Cell Link subscription if your new carrier does not support Cell Link.
Back to Contents ↵I lost my phone. How do I disable Cell Link on my old phone?
When in your account, click the "My Phones" link at the top of the screen. Once you remove the phone from your account, it will no longer be able to control your HomeRemote gateway.
Back to Contents ↵How do I add a phone to my account?
You can add another phone to your account by clicking the "My Phones" link at the top of the screen and selecting "Add Phone". This will walk you through that will help you download the software for your specific carrier and phone model.
Your subscription includes one phone per gateway; there is an incremental service charge for each additional phone added to your account.
Back to Contents ↵Can more than one phone control my home?
Yes, you can add multiple phones to your account. Each phone will be able to control your HomeRemote system. Note that extra phones on your account carry an additional charge.
Back to Contents ↵Can I create a custom name for my phone?
Yes. Click the "My Phones" link at the top of the page and select "Update phone details". Here you will be able to assign a custom name for your phone.
Back to Contents ↵How do I add another HomeRemote gateway to my account?
You can add additional HomeRemote gateways to your account. To add a gateway, start with the HomeRemote setup wizard that comes included with the HomeRemote gateway.
Note that when entering your login and password information, you should use the same login information you use to login to your Cell Link account - this new gateway will then be available in your Cell Link portal.
Back to Contents ↵What are my subscription options?
Your subscription options are based on the number of HomeRemote gateways and phones you have on your account, as well as the frequency of your payments. The table below outlines these options.
Quarterly (3 months) Semi-Annual (6 months) Annual (12 months) Each HomeRemote gateway
(Includes 1 phone)$24.99 $44.99 $79.99 Each additional phone $5.99 $10.99 $19.99 Note: the table above does not include any taxes which may apply in your state.
Back to Contents ↵How do I change my subscription?
If you would like to change your payment frequency, click the "My Subscription" link at the top of the screen and select "Change payment frequency". This change will apply starting with your next scheduled bill.
If you would like to change the number of gateways or phones on your account, you can do this by clicking the "My Gateways" or "My Phones" links at the top of the screen and adding or removing as desired.
Back to Contents ↵What is the billing cycle for my service?
Your billing cycle is based on your payment frequency.
Payment Frequency Billing Cycle Annual (12 months) January 1 of each year. Semi-Annual (6 months) January 1 and July 1 of each year. Quarterly (3 months) January 1, April 1, July 1, and October 1 of each year. If you activate your service between billing cycles, your account will be prorated at the next billing cycle.
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Technical Support
Having trouble installing software on your phone?
If you have walked through the tutorial and are still having trouble downloading the software to your phone, you can reach our technical support line at 877-466-6744. You will need to be ready to tell the support representative your cellular carrier, phone make and model.
Back to Contents ↵Having trouble connecting to your gateway?
If you have successfully installed the Cell Link software on your phone and are having issues connecting to your gateway you should first verify that your software is "activated". If your software is not activated, you will see the word "DEMO" appearing diagonally in the background of your application.
If your software is not active, you can follow these instructions to activate it:
- Click the "My Phones" link at the top of the screen in the Cell Link portal.
- Identify the phone you are activating and select "Activate Cell Link".
- You will see a page with a new 12 digit activation code.
- Launch the application on your cell phone and select the Menu option with the right soft key.
- Select "Activate" from the menu and type the 12 digit activation code from the web portal.
- Your phone will now have access to the gateways on your account.
If your software has been activated and you are still having trouble connecting to your gateway through your cell phone, you may be experiencing a cellular coverage issue. If the error "Phone has insufficient data coverage" appears on the cell phone screen, you likely have one of the following issues:
- Your phone plan may not include internet access. You will need to contact your cellular service provider for more details.
- You maybe in a poor mobile internet coverage area.
- There may be a network outage.
If you believe that none of the issues above apply to your situation and you need further assistance, please contact our technical support line at 877-466-6744.
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Billing Inquiries
Have a question about your bill?
Your bill is based on the frequency of your payments and the number of gateways and phones you have in your subscription. To see this information, click on the "My Subscription" link at the top of the screen.
To view your most current statement or the statement for a prior period click on the "My Subscription" link at the top of the screen and select the "View past statements" button.
If you have a question about your bill that is not answered by a review of your statement please call customer service at 877-466-6744.
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