We requested a couple weeks ago that the plan for our demo modem be cancelled. We were just charged $100 again today…
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Hey there, we apologize for the inconvenience. Let me look into this & get back with you.
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Did you receive the shipping label for the demo modem? If yes, was it sent back?
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We did not receive the shipping label
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We are terribly sorry for the unprecedented delays & we appreciate your cooperation. You will be receiving your shipping label shortly. Once received, we kindly ask that you ship the device back at your earliest convenience. Please also make sure to share the tracking number with us once it’s been sent out, so we can properly monitor the return.
As soon as the device is received at our end, the amount charged will be processed for a refund. Please allow 5–7 business days for the funds to reflect in your account.
Let me know if you have any questions or need further assistance in the meantime. We’re here to help!
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I keep getting billed on my end for the Demo Modem as well. I currently do not have service activated on the Demo Modem and do not want service at the moment. I will be activating the Demo Modem soon so I can have it at events for customers to see and use. Can the balance on my account be corrected? I have requested this over 5-7 times now with no resolution. Been told it has been resolved but yet to be done. @JefferyHopkins @Omar_J @jaden
Thank you for whoever looks into this issue for me.
Thank you for your patience.
We understand your concern regarding the recurring billing for the Demo Modem, especially while service is currently inactive. I want to clarify that our system does not allow us to freely suspend and reactivate services at will — doing so can create backend inconsistencies and risks having the modem lost in the system’s service queue. To maintain proper functionality and service integrity, the maximum duration we can pause a line is one month.
We’ve gone ahead and paused the service for one month. No charges will be applied for this current billing cycle, and any overdue payments on the account have been voided.
Please note that the service will automatically reactivate on May 16th, and a new invoice will be generated on the same day. If you’d like to extend the pause beyond that date, please make sure to let us know ahead of time so we can take the necessary steps.
Feel free to reach out if you have any further questions or need assistance.
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Still waiting on a label
Hey there. Just to confirm you wish to return only the demo modem right?
Correct. We will activate one of our modems for demo use. I don’t want to pay $100/mo for something I could just pay the $2.50 a day for.
We’d like to clarify that the charge of $99.95 is not for the modem, but rather for the full white label service, which includes the internet service, website & portal services.
Additionally, we will be sending out the return label for your equipment today. Once it’s been sent, we’ll follow up with a confirmation so you have all the details needed for the return.
If you have any further questions, feel free to reach out—we’re happy to help.
So if I’m using Oasis, not agent, then the $99 shouldn’t apply, correct, since included in the $2.50/modem/day fee is the actual service from the carrier plus any fees you guys charge. The $99 is only for “agent”?
To clarify, the $2.50 USD charge is applied to customer-owned modems—those on which you, as the client, are able to set the pricing. This is separate from the other services we provide.
The $99 fee covers the entire white label service, which includes not just the modem, but also access to the Oasis portal and all other associated white label services, including internet connectivity.
I have sent your return label to the provided email address. Please return the modem at the earliest to avoid any confusions in billing and/or the services. Please let me know if there is anything else I may be able to assist with.
Thank you so much and I now understand. I have set a reminder to resolve issue if I need to pause again or activate. Thank you
You’re more than welcome. It’s always a pleasure to assist the Nomad family!
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We have requested the same… the demo modem is boxed up and ready to go back however, we are not receiving the shipping label that was reportedly sent to our email several times. We do not want to be billed again nor, be charged for the device.
If we could receive confirmation that the demo device for Circle Wireless has been turned off/canceled etc.. that would great?
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Hey @CircleWireless,
As we discussed earlier, your request has been processed and is already in progress. It looks like there was a hiccup on our end, but I can assure you that we’re actively working to resolve it. I’m personally familiar with your case, and you don’t need to worry about any extra charges—I’ll make sure that doesn’t happen.
Thank you for your patience!
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Want to use it in Oasis?
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