In some cases, an account may remain active if:

• A formal cancellation request was started but not fully completed or submitted through the customer portal, or

• The required equipment (modem) was not returned and checked in at our warehouse.

Because billing is tied to both an active subscription status and the modem remaining checked out on the account, the system will continue to reflect the account as active until all cancellation steps have been properly finalized.

This can sometimes happen if:

• A cancellation was discussed but not formally submitted

• A return label was sent but the modem was not shipped

• The modem was shipped but not yet processed

• An extension was needed but not arranged

If you believe your account should have already been closed, please contact support. We are more than happy to carefully review the timeline, account notes, shipping records, and billing activity with you to ensure everything is accurate and handled properly.

Our goal is always to resolve concerns clearly, fairly, and with full transparency.