Their current Gen 4 customers not only get NO deal, they may be told they can only upgrade to the 20GB plan.
However, if you simply go to the Gen 5 website and order Gen 5 you can get the 30 GB or 50 GB plans.
But then, after the installation is complete you will have to go through the pain of trying to cancel your Gen 4 account.
When you call to cancel your Gen 4 account / service, they stall you.
They will say you will lose your email address (or addresses if you have several) until the addresses are moved to your Gen 5 account ... which is misinformation or simply a lie. They may say your email addresses are in your old modem and must be transferred to the new modem. If that were true, the addresses would have somehow been transferred to the new modem by the Gen 5 installer.when he disconnected your Gen 4 modem and installed the Gen 5 modem through which you are already sending and receiving email.
They will say it will take several days to move the addresses... another misinformation or lie.
They may even say you do not have Gen 5 and must upgrade (to the 20 GB plan) and may send you another HT2000W modem.
No one will explain why you can order any one of the Gen 5 plans online but can only upgrade to 20 GB.
There are some inaccuracies I'd like to clarify here.
Until recently (January or so) the availability of certain Gen 5 plans varied based on one's geographic location. Currently, all our Gen 5 plans are available everywhere in the continental US.
Normally, when a Gen 4 customer upgrades to Gen 5, they keep their SAN; there's no need to cancel before/after upgrade.
In additional to keeping your SAN during the upgrade, you keep your e-mail addresses, as they are linked to your SAN, not your modem. (People don't change e-mail addresses everytime we have to replace a modem!) In rare, unusual situations, like what happened in your case, a new SAN was provided with the upgrade. In those situations, yes, we will ensure your e-mail is linked to your current SAN and that your old SAN is canceled. That process can depend on many factors, so the speed at which the migration will complete can vary.
As a courtesy, we inform those who are still on Gen 4 of the option to upgrade to Gen 5 with enhanced features (more data, faster speeds, more efficient equipment, more features). Ultimately, it's the customer's choice whether to upgrade or not.
If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.
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