Router Still Not Working after Payment Mode Updated

Priscilla S. #22073
Priscilla S. #22073 Posts: 6 ✭✭
edited September 2022 in Internet

Hi there!

I received a notice 1 Sept. 7:47 AM that my credit card was expiring 31 Aug. and prompting me to update my payment mode. Got home from a work trip around 9 PM and my router was not working. Saw the e-mail, updated my payment method, then tried rebooting the router a few times, but it is still not working.

Currently, it is displaying the Power light, the one under that flashes (looks like a Download icon) and the 2.5 G and 5 G lights are on, but sometimes flash. Is there anything I can do? If not, is there a number I can call to have my router reset?

I really need my WiFi back before I start my workday. Thanks for your help!


Best Answer


  • Jess_i88b6
    Jess_i88b6 Posts: 12,884 ✭✭
    edited September 2022

    Hi @Priscilla S. #22073

    Did you associate the new credit card to your plans?

    The steps to catch up and pay for your plan are the same whether your plan is at risk of being suspended or already suspended:

    1. Log into your account on
    2. Once connected, you should see a pop-up with your plan, explaining what you must do, and by when. *If you don’t see a pop-up, select the plan in question to see that same info. 
    3. Click on button “Proceed to payment” and follow the on-screen steps. You can pay with the same payment method or add a new one.


  • Thanks Jessy_ref_i88b6!

    I think the new credit card is properly associated. It is showing as the Default Payment Mode for both of my plans. I did not see a "Proceed to Payment" button, but my Transactional History is showing a payment was taken on Aug. 29 for my Internet and on 31 Aug. for my phone.

    Is there anything else I can try?

  • Thanks again Jessy_ref_i88b6!

    Turns out it's hardware-related. Long delay before a tech too... Sept. 8th soonest. Will work through hotspot meanwhile.

    I truly appreciate the help you provided.

    Have a great day!


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