Suspension Guide
Fiber Stream, as a Managed Internet Service Provider, supports properties offering internet as an onsite amenity to residents. Sometimes, accounts may fall into a suspended status, limiting internet access. Below are the common reasons for this and steps to resolve them.
Reasons for Account Suspension
1. Suspension Due to Payment or Billing Issues Related to Property
-
Cause: The property has suspended the account due to lack of timely payment of rent or billing-related issues.
-
Resolution:
-
Contact Management Staff: The resident needs to address any outstanding issues with the onsite management staff.
-
Clear Up Payment Issues: Resolving payment or billing discrepancies will lift the suspension.
-
2. Issues Following an Upgrade to a Higher Package
-
Cause: The account was upgraded, but there was a billing issue, often due to an invalid, lost, or stolen credit card on file.
-
Resolution:
-
Update Payment Details: Log into your account portal and update the payment information.
-
Accessing Account Help:
-
If you encounter issues accessing your account, refer to the "Accessing My Account" support document.
-
Contact Support: For additional help, contact Fiber Stream support directly for assistance.
-
-
Additional Support
-
Contact Fiber Stream Support: If the above steps do not resolve your issue, or if you have other related concerns, please reach out to our support team for further assistance.
Note: Timely communication with either property management or Fiber Stream support is key to resolving account suspension issues efficiently. Ensure that your billing and contact information is up to date in our system to facilitate smooth communication.
