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 officially scanned and processed in our warehouse system — not just carrier delivery confirmation.

There can sometimes be a short delay between:

• The carrier marking the package as delivered

• The warehouse physically receiving and scanning the equipment

• The system updating the subscription status

If you have tracking information, please provide the tracking number and carrier details so we can investigate promptly. With that information, we can:

• Confirm shipment status

• Monitor delivery progress

• Coordinate directly with our warehouse team if needed

• Prevent unnecessary billing while the return is being verified

Once the modem return is verified and fully processed in our system, the account will be updated accordingly, billing will stop (if cancellation is in progress), and any necessary adjustments will be made.

If you ever feel there’s been a delay, please reach out — we’re happy to review the timeline and ensure everything is handled properly.