The reps are very busy as of late, so to make sure that they see your post I will go ahead and tag them. It can take them a day or two to reply, so please hang in there.
Edit: The reps are on M-F from approximately 8AM to 5PM EST, so it's very likely that they will not answer until at least Monday. Sorry about the delay. 😞
Hi kristiesue36,
I'm glad you found the community, thank you for posting. We can certainly look into this for you. We'll post back once we have any news or additional questions for you.
Your patience and understanding are much appreciated.
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.
Hi 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.