Q: can a internet provider insist you are still connected after customer cancelled because not knowing pen number?
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- California
- (916) 704-3009
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- Answered
A:
If you've canceled your internet service, the provider shouldn't insist that you're still connected just because you don't know your PIN number. Once you've clearly communicated your intent to cancel and followed their procedures, the provider must honor the cancellation request. You don’t need a PIN to prove your right to cancel if you have already verified your identity in other ways.
Make sure to document your cancellation request in writing, such as through email or a formal letter. This creates a record of the communication and strengthens your position if they continue to claim you are still connected. It's also helpful to review your contract or service agreement to see what specific steps are required for cancellation.
If the issue persists, you may want to reach out to the provider’s customer service again or explore legal options if they're refusing to comply. You have a right to stop a service you no longer wish to use.
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