Upgraded & having acct. issues
Admin-1/3/18 I upgraded to Gen 5. I was told I would receive modem in 4-7 days. I was given the price for 20gb $59.99 plus 9.99 equipment, and that price would be for 6 months, and then it would go up...
Forum Discussion
Hi kristiesue36,
Thank you for your patience. I'm still investigating; but I just wanted to give you some information that I do have now.
Our contract commitments are normally 24 months, and that would've been the deal when one upgrades to Gen 5. So I'd like to try to find the call where you upgraded to see what exactly was discussed.
As for the new HT2000w modem for your new Gen 5 service, there was a backlog with that model and we are currently addressing that. I've learned that modems should arrive in about 10 business days or less from Jan 11.
I'll post back once I have more info about billling and that upgrade call.
Your patience and understanding are much appreciated.
- Liz!
I haven't heard back from you in a couple of weeks so I wanted to find out what's going on with my billing, contract and uploading speed. You were going to pull the call to see what was discussed with Mark (I believe thats his name, I have it written at home) and then the second call with Cherie. Mark and Cheri both said a 1 year contract. Mark said $10 off for 6 months (but after 3 months said id have to call in for the last 3 months) He also said my total would be $10 less than what I was paying (do around $67) for 6 months and then the next 6 months of remaining vontract would be what I was paying when I called HN) so ($77)
Cheri had indicated UPS lost my order, you said it was backordered. Cheri said my bill would be adjusted. I did finally receive my modem on the night of Jan. 19th.
Also my bill should go from the 10th-9th of each month and due on the 10th. Lately its been due on the 9th.
My upload is only getting .25-.60mbps upload...its not even making the 1mbps
Thank you for your assistance in correcting my contract, fixing the monthly rate that Mark quoted to me, adjusting my bill for the lost modem and not being able to use it, and helping me fix my upload problem.
Kristie StarksHi Kristie,
Thanks for checking back in, still currently investigating but I do have some information for you regarding billing. Since you're on invoice billing, the due date will always be 30 days from the bill generation date (not including the due date). The due date falling on the 9th is not just a recent occurrence, I see it happened with your July 2016 bill as well.
Please check your private messages in the top right corner of the community page as I've sent you a PM to further address your concerns.
Your patience and understanding are much appreciated.
