My Account Support

Cancel Your Order

1. Log into My Account
2. From the dashboard, select Orders on the left side of your screen
3. Click on the Actions button on the order you would like to cancel
4. Select Cancel Order
5. A pop-up will appear asking you to confirm your request. Select Yes
6. Select a reason for cancellation reason
7. Click Continue to confirm
8. A confirmation pop-up will appear indicating your request is complete

Change Service Location If Moving

1. Log into My Account
2. Select the Services tab
3. Under your service select Move
4. Enter Your Address
5. Select a plan for your new address
6. Your selected plan will appear with a Payment Summary, select Proceed
7. Confirm or change your payment method. Select Proceed
8. Select Review Your Order
9. Review your disconnect date for your current address. This automatically selects your next billing date
10. Select a service activation date for your new address and click Proceed
11. Review your order and click Submit your order
12. Once your order has processed, you will see a confirmation pop-up with your order number. Your move order is now complete

Change Your Email/Username

1. Log into My Account
2. Go to the dropdown menu in the top right corner of your screen with your name and account number
3. Select MY PROFILE
4. From the Personal Information screen, select Edit next to your current email
5. Enter your new email/username into the New Email field
6. Enter your new email address again to confirm
7. Select Submit to confirm the change
8. A pop-up will appear letting you know that you must log in again, after your email/username has changed. Click OK to proceed
9. Once your change is confirmed, a success pop-up will appear. Select OK to proceed
10. Log in again with your new email/username

Change Your Password

1. Log into My Account
2. Go to the dropdown menu in the top right corner of your screen with your name and account number
3. Select My Profile
4. At the bottom of the screen, select Change Password
5. First enter your current password
6. Next enter your new password
7. Enter your new password one more time to confirm
8. Select Change Password
9. A pop-up will appear letting you know that you must log in. Click OK to proceed
10. Once your change is confirmed, a Success pop-up appears select OK to proceed
11. Log in again with your new password

Change/Update Existing Service

Use this section to upgrade and downgrade your service:

• If you choose to upgrade, your speed and price will change immediately, and you will be charged a prorated amount depending on your billing date
• If you choose to downgrade, your speeds and any change in your monthly billing will be effective on your next billing date

Steps to change your current package/service:

1. Log into My Account
2. From the dashboard, select Services on the left side of the screen
3. Under your active service select Change
4. Your screen will update with all plans available at your address. Select the plan you would like
5. Your new plan will appear with a Payment Summary on the right-hand side of the screen. Select Proceed
6. You will review your order and click Submit Your Order
7. Once your order has processed, you will see a confirmation pop-up with your order number indicating that your order is complete

Disconnect Service

Services available in My Account are prepaid services. If you need to cancel or disconnect your service, you must do so before your next billing date. Your service will remain active through your billing cycle and will expire on your next billing date. There are no refunds. Should you want to reactivate your service, your My Account will remain available.

1. Log into My Account
2. From the dashboard, select Services on the left side of the screen
3. Under your active service, select Disconnect
4. You will see a pop up to confirm your request. Select Yes to proceed
5. Select a reason for disconnecting service
6. Confirm your request by selecting Disconnect Service
7. Once your request is confirmed, a pop-up will appear when your request is confirmed

Log Into My Account

1. Go to the My Account Login page
2. Enter your Username and Password
3. Click Log In

Order New Service

If you already have a My Account, you can order new services through the portal.

1. Log into My Account
2. From the dashboard, select Orders on the left-hand side of the screen
3. Click Place New Order
4. Enter your new address
5. Your screen will update with all plans available at your address. Select the plan you would like
6. You will see your selected plan and the Payment Summary will display. Select Proceed
7. You can confirm or update your preferred payment. Select Proceed when complete
8. Review your order and click Submit Your Order
9. Once your order has processed, you will see a confirmation pop-up with your order number indicating. Now that your order is complete. Your new service will take effect immediately

Reactivate Service

1. Log into My Account
2. From the dashboard, select Services
3. Under your service, select Reactivate
4. Your screen will update with all plans available at your address. Select your preferred plan
5. Your new plan and Payment Summary will display. Select Proceed
6. Confirm or update your preferred payment. Select Proceed when complete
   
   IMPORTANT: If there has been changes to your Preferred Payment Method please select Add Card and fill out required fields. You may use the same card as before, but billing information must be current (i.e., billing address, and expiration date)
7. Review your order and click Submit Order
8. A confirmation pop-up with your order number. Your service will be reactivated immediately.

Reschedule Installation

1. Log into My Account
2. From the dashboard, select the Orders tab on the left-hand side of your screen
3. Click the Actions button on the order you would like to reschedule
4. Select Reschedule Installation Date
5. Your screen will populate with available installation times. Click on the new time/date for installation
6. Once you have chosen a new date and time, click Confirm at the bottom of the screen
7. A Confirmation pop-up will appear indicating your request is complete

Shop Add-ons

1. Log into My Account
2. Select the Services tab
3. In the Add-Ons section select Shop Add-Ons
4. Plume HomePass is required to operate your SuperPods, if you do not already have a HomePass Membership you must select Add to Order
5. Select the size of your home and get a suggested amount of SuperPods
6. Under Additional SuperPods, confirm or change the number of SuperPods and select Add to Order
7. Add or select your shipping address, and click proceed
8. Confirm or change your payment method and click proceed
9. Review the summary of your order, and select Submit your order

Suspend Service

1. Log into My Account
2. Select the Services tab
3. Click Suspend
4. Confirm that you’d like to suspend your service by selecting Yes
5. Select your start date, end date, and suspend reason
• Note: Suspensions can only start on an upcoming billing date, as the prepaid service for the current month has already been paid
• Note: you may only suspend your service for up to three months at a time
6. After making your selections select proceed

Update Your Contact Information

You can update your contact or profile information in My Account following the steps below.

1. Log into My Account
2. Go to the dropdown menu in the top right corner of your screen with your name and account number
3. Select MY PROFILE
4. Select an option to update
5. Click Submit to confirm your changes

Update Your Payment Method

1. Log into My Account
2. From the dashboard, select Billing on the left side of the screen
3. Select Add Card and fill out the required fields. Check the box to make it your default payment method and click Next
4. Enter your credit card details. Click Submit
5. After your new payment method's been added, select Change Card
6. Select your new payment method, and click Change Card.
   Your new card will be the last card listed. You may also delete old cards. Please allow a couple minutes for this change to be reflected in My Account.

View Order Status

To view your order follow these steps.

1. Log into My Account
2. Select the Orders tab located on the left menu bar on desktop or by selecting the hamburger menu in the top right on mobile
3. Under the order see Order Status

View Payment History

1. Log into My Account
2. From the dashboard, select Payments on the left side of the screen
3. To view transaction details, click the payment you would like to review

View Service Status

1. Log into My Account
2. Select the Services tab located on the left menu bar on desktop or by selecting the hamburger menu in the top right on mobile
3. Your service status will be displayed in the orange or green tab above your service
4. Your service status can also be viewed in your dashboard