Any ever suspend services to their Jetpack?

I use the Jetpack 10G during our six month stay in Florida (Canadian). Last year they allowed us to suspend the service for 180 days (2 x90) but they will not do it this year. I spent a long time on the phone with a Verizon Rep. but never got a clear reason. My contract started Dec 2012, I suspended the service from 01 May 2013 to 30 Oct 2013 last year. I would like to do the same this year.

Accepted answers

Verizon_Support

I'd be happy to help provide insight, Tyka. I hope you enjoy your stay down in Florida this year.

I want to advise that the line may only be suspended a maximum of 180 days within a 12 month period. You may find additional information towards suspensions via http://vz.to/1kuSN3C

YosefT_VZW

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All comments

Verizon_Support

Tyka

Thanks so much YosefT for your help.

Florida was great and so are the people at the campground. We actually didn't want to come back North ;-)

I just can't figure out the 12 month period. Should it start the first day of my contract or the month I suspend the Jetpack? Here's the situation.. if you don't mind finding the time to help.

My contracted started 25 Nov 2012

I suspended the service for the month of May, June, July, Aug, Sept, Oct 2013. (2 x 90 days)

Activated: Nov / Dec 2013; Jan, Feb, March, April 2014. (6 months)

I suspended it 26 April 2014 when my contract date is due. They allowed suspension until 05 May 2014.

Would it be just a matter of a few days? I will try again on May 5th ;-)

Your help is much appreciated.

Have a great day.

RonaldL

Tyka,

I am having the same problem you are. We got our Jetpak in Dec of 2012 and suspended service for 6mos during the summer of 2013. We reactivated our service in Dec of 2013 and are now trying to deactivate it in April of 2014 but are unable to do so. I also had a very unsatisfactory experience trying to get info on the phone. In the past tow days I have called only to be told the systems are down so no action can be taken. I prefer to handle these things on-line, first because there is a "paper trail, and second because I'm hard of hearing and can't understand much of what they are telling me.

We are also Rvers who travel 6mos of the year and then park at a location where we have streamable WiFi available at a reasonable price for the reat of the time. We were told when we signed up for the service that we culd do just exactly what I have described and are now learning that what we were told isn't exactly true. Hopefully we'll get a resolution of this issue soon.

Ron

Tyka

Hi Ron,

Frustrating isn't. it! I was lucky to get an easy to understand person when I called Verizon. But it didn't help. She put me on hold many times to look for answers but in the end she told me the Jetpack had to be activated for 12 months straight to get the 2x90 days suspension. Of course that didn't make any sense. She also said if I had a Verizon cell phone I wasn't using she could activate it using the Jetpack phone number for $15.00 a month and wave the Jetpack fees until I switch back to the Jetpack in November. She also offered to sell me a pre-own flip phone for $79.00 to do the switch. I'm waiting for May 5th when auto-reactivation is suppose to occur to try to suspend again. It could be the Internet Site is having difficulty figuring out the 12 month period. I was really surprised when I made my suspension request to get a "window" telling me reactivation would occur within four days. Let us know if you get better results.

Paul

RonaldL

If you can't suspend service till after you've been on contract for 12 mos why were we allowed to do it? I suspended mine during the calendar year 2013 after starting the service in Dec of 2012. What the thing is doing now is suspending service for 1 day at a time. Really idiotic to my way of thinking.. I understand that suspending without paying will extend the contract on that device only too, I'm waiting to find out there's a catch 22 in that area too.

When I bought the service I made it clear that I wanted to be able to start and stop service at random for up to 180 days during any 12 month period and was assure that would work. It appears that isn't true and I'm really upset about it. When they start offering to sell me something else like they did you my mind slams shut like a clam, I don't want or need additional services, I just need to be able to shut the service on an off up to an annul limit and stop billing as I was told I could do.

Ron

Tyka

This is not acceptable and we have to find a solution. They allowed us to suspend the service from April 26 to May 5th. I just got my bill for April 26 to May 25th and the balance owing is the same. I guess they don't pro-rate. I still owe $120 on the contract for the Jetpack. If I paid it now I will own it outright.

I wonder if we would be better off to cancel the contract, pay the Jetpack balance and re-activate in November without a contract. It should be cheaper than $50 a month all year round. Have you looked into this?

Paul

Verizon_Support

Thanks for clarifying the suspension dates, Tyka!

Seeing that you recently resuspended on April 26, 2014, the billing system will automatically consider the previous 12 months (365 days) to calculate how many days the line was suspended. It appears you had a few days left before reaching the 180 day limitation. This is the reason you were advised of a reconnect date of May 5, 2014. To get a better picture of how many days you will be allowed to suspend without billing, at the time of suspension request, just count back how many days your line was suspended within the last 365 days. I hope I have properly addressed your concerns.

AnthonyTa_VZW

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Verizon_Support

Ronald L,

You've come to the right place for help! You can place your Jetpack on vacation suspension for 90 days twice in a 12 month period without billing. Once you have reached that limit you are no longer able to suspend the line without billing. The line will automatically reconnect and billing will continue. However, you can suspend with billing for as long as you need. I apologize for any inconvenience this may cause.

JohnB_VZW

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Tyka

Thank you Antony for the clarification.

Then, this will not work for snowbirds that need Internet services each year from November to April for example and do not want to pay all year. In my case the system will only allow me to suspend in October 2014 when I need it the following month for six months. It's clear now that taking a two year contract was not the best way to go, although the salesperson thought the suspension system would work for snowbirds.

The prepaid service on a monthly basis is probably the best solution for us. I was told today by a VZW rep that it will cost $35 to re-activate each November and $80.00 a month for 10GB per month. The system also shows me I have to pay $120 for the Jetpack balance. Are there any other charges for cancelling a two year contract?

Your insight with this is truly appreciated.

Paul

RonaldL

Now I really am upset. You mean that I can only suspend this device twice for 90 days at a time without billing, then can never do it again? When I signed up for the service I was told that I could suspend it for 180 days without billing per year. I suppose that if I had put on my lawyer hat and read the contract I would have learned otherwise but that's moot at this point.

Verizon_Support

Tyka,

We apologize for any inconvenience not being able to suspend your service more than twice has caused. We do have special circumstances when you can suspend your service for longer periods, we just need to ensure you fall in one of these circumstances. Are you not using the Jetpack? How long are you looking to have the service suspended?

Please provide additional details so we can find the best solution for you.

KarenC_VZW

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Ann154

You have to manually sign into your MyVerizon account and re-suspend the device on the day the previous suspension has ended.