To our valued Gen Mobile customers,

We are writing to share an important update regarding our wireless service. Please be advised that Gen Mobile will no longer be able to provide wireless service to customers that have on record with us a billing address that is in Puerto Rico or the U.S. Virgin Islands. Gen Mobile customers will continue to be able to access wireless services while visiting Puerto Rico and the U.S. Virgin Islands through roaming partners.

What You Need to Do Now

To avoid an interruption in service or the loss of your phone number you need to take action no later than July 14, 2026. Please choose one of the following two options:

Option 1: Update Billing Address

• • Log-in to the MyGenMobile app or call Customer Care (see below for contact information).
  • Update your billing address to a valid non-Puerto Rico or U.S. Virgin Islands address.

Option 2: Migrate to a New Carrier

• • Select a New Carrier: Identify a new service provider that offers coverage in your area.
  • Keep Your Account Active: Do not cancel your Gen Mobile service until your new provider has successfully moved your number. Your account must be active to complete a transfer (port).
  • Request Your Transfer Details: Your new carrier will require your Gen Mobile Account Number and Porting PIN. You can access these details by contacting our Customer Care team.

Important  – Deadline to Take Action on Account to Avoid Service Interruption: July 14, 2026

We understand how important your mobile connection is, and we are committed to making this transition as clear as possible. If you have any questions or need assistance retrieving your account information, our team is ready to help.

Contact Customer Care for Support:

• • Call: (833) 528-1380
  • Dial: 611 from your Gen Mobile network device

Thank you for your time with Gen Mobile.

Sincerely,

The Gen Mobile Team

To our valued Gen Mobile customers,

We are writing to share an important update regarding our wireless service. Please be advised that Gen Mobile will no longer be able to provide wireless service to customers that have on record with us a billing address that is in Puerto Rico or the U.S. Virgin Islands. Gen Mobile customers will continue to be able to access wireless services while visiting Puerto Rico and the U.S. Virgin Islands through roaming partners.

What You Need to Do Now

To avoid an interruption in service or the loss of your phone number, you need to take action no later than July 14, 2026. Please choose one of the following two options:

Option 1: Update Billing Address

• Log-in to the MyGenMobile app or call Customer Care (see below for contact information).
• Update your billing address to a valid non-Puerto Rico or U.S. Virgin Islands address.

Option 2: Migrate to a New Carrier

• Select a New Carrier: Identify a new service provider that offers coverage in your area.
• Keep Your Account Active: Do not cancel your Gen Mobile service until your new provider has successfully moved your number. Your account must be active to complete a transfer (port).
• Request Your Transfer Details: Your new carrier will require your Gen Mobile Account Number and Porting PIN. You can access these details by contacting our support team.

Important  – Deadline to Take Action on Account to Avoid Service Interruption: July 14, 2026

We understand how important your mobile connection is, and we are committed to making this transition as clear as possible. If you have any questions or need assistance retrieving your account information, our team is ready to help.

Contact Customer Care for Support:

• Call: (833) 528-1380
• Dial: 611 from your Gen Mobile network device

Thank you for your time with Gen Mobile.

Sincerely,

Gen Mobile Team