I cancelled previously — why was the account still active?

I cancelled previously — why was the account still active?

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.

    • Related Articles

    • Do you sell modems?

      No. Modems provided by Nomad Internet are rental equipment, not purchased devices. The initial equipment or membership fee covers: Activation and setup Administrative processing Ongoing technical support Management of the device The right to use the ...

    • What if I moved and no longer have the modem?

      If you’ve moved and are unable to locate the modem, please contact support as soon as possible so we can review your situation with you. We understand that relocations can be hectic, and equipment may be misplaced during packing, storage transitions, ...

    • How long do I have to return my modem?

      After a cancellation request is submitted and processed, customers are typically provided a return window (commonly 10 days unless otherwise specified in writing). During this return window: The account is placed into a temporary paused status This ...

    • What if I Moved and Can’t Immediately Return the Modem?

      Please notify support as soon as possible if you are experiencing any issues with the return process. The earlier we’re aware, the more quickly we can help prevent unnecessary delays or billing concerns. In many cases, we are able to: Resend a ...

    • What happens if I returned my modem but still see charges?

      If a modem is currently in transit or has been delivered but is still awaiting warehouse check-in, the system may temporarily continue to reflect the subscription as active. This is because billing and account status are tied to the equipment being ...