HomeFi Contact Form

Concern Type*

Order Management*

Manage Account & Services*

Billing & Refunds*

What is your HomeFi Device?*

What is your HomeFi Device?

Hotspot

LTE Router

Edge Router

Titan Pro Router

Your HomeFi Device*

Serial Number*

Please ensure you are entering the correct serial number. Both devices start with the letter S

IMEI*

Please provide your ICCID

Delayed shipment (New Order / Replacement or Upgrade Device)

To guarantee that you stay informed about your order, we typically
dispatch the shipping confirmation along with the tracking number via email once your order has been shipped. Make sure to check your spam or junk folder if you don't see it in your inbox.

To track your order please click here.

Enter your order number*

In your confirmation email you would have received Order # in the subject line. For example: Order# 123456. Please only enter 123456 above.

Report Lost or Stolen Device

To guarantee that you stay informed about your order, we typically
dispatch the shipping confirmation along with the tracking number via email once your order has been shipped. Make sure to check your spam or junk folder if you don't see it in your inbox. You may track your order here.

If your package is confirmed as lost or stolen, please contact our designated shipping carrier, as indicated on your order shipping confirmation, to report the lost package/s and acquire a claim ID. This claim ID is necessary for us to proceed with your claim and facilitate the replacement of your order. When obtaining the claim ID, you may need to provide supporting documentation, such as invoices, receipts, or proof of the value of the lost items, which can be found in the confirmation receipt sent to your email address upon placing your order.

This process may require some time, as we await the outcome of the carrier's
investigation. We greatly appreciate your patience, and please feel free to reach out to us for any follow-up inquiries.

Enter Tracking Number:*

Enter Claim ID*

Please provide the shipping address where we should send the replacement:*

Street Address

Street Address Line 2

CityState

Zip Code

Device Replacement

Defective Device or Upgrade/Change Device*

Defective Device

We're sorry to hear that your device is defective. Rest assured, before shipping, we carefully check each device to ensure it meets our high standards of performance and reliability. Our goal is to provide you with a product that exceeds your expectations.

Enter your order number*

In your confirmation email you would have received Order # in the subject line. For example: Order# 123456. Please only enter 123456 above.

Enter the date you received your order/device:*

Date

Please describe the issue with your device*

Upgrade Device

We are thrilled to know that you're considering changing or upgrading your device! Your satisfaction and experience with our products are our top priorities, and we're here to assist you every step of the way

Tell us the reason for upgrading your device:*

Please choose the device you would like to upgrade or change to:*

Please choose one of the following replacement options:

Advance Replacement
By choosing this option, you agree to receive the replacement device before sending back the current device. Please understand that we'll charge in advance the amount equivalent to the active plan on file, along with any applicable shipping and handling fees. For more details you may visit https://homefi.info/pages/return-policy

Regular Replacement
By choosing this option, you are confirming that you agree to return the original device along with the required shipping and handling fees before we send the replacement device. Please note that the shipping and handling fees are non-refundable.

Replacement Options*

Please provide the shipping address where we should send the replacement:*

Street Address

Street Address Line 2

CityState / Province

Postal / Zip Code

Reactivate/Resume Plan

What is your preferred plan to reactivate your Hotspot/LTE Router?*

What is your preferred plan to reactivate your Edge Router?*

What is your preferred plan to reactivate your Titan Router?*

Check current data usage

Disclaimer: This form will only submit for our Edge and Titan Pro Routers.

If you wish to see your data usage for your hotspot or LTE router please click here.

Change Payment Method

For security reasons, we are unable to modify your card information from our end. However, we will send you a secure link that allows you to update it yourself.

You may also visit our help center for a step-by-step guide to assist you in updating your payment method.

Downgrade

What is your current plan?*

What plan would you like to downgrade to? *

Reason for downgrade?*

Upgrade

What is your current plan?*

What plan would you like to upgrade to? *

When would you like the upgrade to start?*

Pause Plan

The HomeFi service's inactivity or "Parking Plan" feature enables users to keep their service active without accruing plan charges. This option is advantageous for times of inactivity, like during travel or when anticipating brief periods of non-use, with a nominal fee of $10 per month, plus any applicable fees and taxes.

HomeFi Users have the option to pause their plan for a maximum of 3 months within 12 rolling months. After this period, the service will automatically revert back to its original plan prior to the pause request.

How many months do you wish to pause your service?*

Device Protection

Note: Our device protection program is a 12-month protection to your HomeFi device for just $2.99 per month. It ensures you will receive a replacement device at no cost if you experience any hardware or software issues.

The Device Protection Program Covers:
Device issues including faulty software or hardware and damage during shipping (not powering on, battery life, poor signal, etc.).

The device protection program does not cover lost or stolen devices or accidental damage caused by the customer. Your current device will need to be shipped back to HomeFi to ensure a replacement free of charge.

How can we help you with our Device Protection Program?*

Enroll in HomeFi Device Protection

When did you get the device?*

Date

File a Claim

What is wrong with the device?*

Please provide the shipping address where we should send the replacement.*

Street Address

Street Address Line 2

CityState

Zip Code

Dispute / Report Unauthorized Charges

What's the Order ID of the unauthorized charge?*

Enter the amount you are disputing?*

Check Refund Status

Disclaimer: Do not submit this form unless you have already initiated a dispute or returned the device for a refund.

What's the Order ID?*

Enter the refund amount*

Is the charge related to your returned device or charges?*

Tell us more about the issue/charge*

Cancel Service

We're truly sorry to hear that you're considering canceling your service. We're here to assist you in any way we can

Reason for Cancellation*

Would you like to cancel the service immediately or have it canceled starting from the next billing cycle?*

Please provide your address verification for return label*

Street Address

Street Address Line 2

CityState / Province

Postal / Zip Code

Technical Support

We're sorry for any inconvenience caused by the problem you're encountering with your device. Rest assured, we're here to assist you!

What is wrong with the device?*

For troubleshooting your device, we offer a comprehensive basic troubleshooting guide that you can try first. Often, performing these basic troubleshooting steps can resolve the issue. For more detailed instructions, you can visit our help center.

Tell us more of your concern

Disclosure

If you choose to cancel your service on your preferred option, please be aware that your service will be interrupted as soon as we process your request. No refund will be given for unused service after cancellation.

Return instructions will be sent to you via email. Please check your spam folder if you do not see them in your inbox. Our team will inspect the returned device to ensure it is in perfect condition. If the device is found to be defective upon return, additional charges such as a restocking fee, shipping and handling fee, and device fee may apply if it is determined that the device was damaged or missing accessories. Visit our Refund Policy for more details.

Disclosure: Reactivate/Resume Plan

By choosing to resume your subscription, you are hereby agreeing to pay the renewal charges for the current cycle. This includes the plan cost, service fee, any applicable device rental fee, and taxes mandated by your state.

Should your service have been previously suspended or cancelled due to non-payment, you are required to settle all outstanding balances, including charges for unpaid usage from previous cycles.

Please note the following regarding your subscription renewal:

- If your reactivation request is made within 14 days from the original billing date, your cycle date will remain unchanged.

- If your reactivation request is made beyond 14 days from your original billing date, your cycle will reset, starting from the date when your service is reinstated.
Your newly chosen plan will remain active unless modifications are made. Going forward, automatic renewal will occur, and charges will be applied using the default payment method on file.

Disclosure

When opting to submit a claim for your device protection, ensure that your device is included in the HomeFi Device Protection plan. Please provide precise and comprehensive details about the issue with your device.

Kindly note that filing a claim might incur applicable deductibles or fees, as specified in your device protection plan.

Please be aware that claims are subject to approval according to the terms and conditions of your device protection plan. Any inaccurate or deceptive information provided during the claims process may lead to denial of the claim.

Once we process your request, you will receive a claim and return instructions via email. Please make sure to check your spam folder if you do not see it in your inbox. Upon receiving your device, our receiving department will thoroughly inspect it and proceed with the replacement.

Disclosure

By opting to enroll for our device protection plan, you agree to enroll in a program that provides 12 months of coverage for your HomeFi device. This protection comes at a monthly cost of $2.99. Additionally, you understand that insured devices are eligible for a replacement device at no extra charge should any hardware or software issues arise during the coverage period.

By participating in our device protection program, you acknowledge and agree that the coverage does not include protection for lost or stolen devices or accidental damage caused by the customer. Furthermore, you understand that in order to receive a replacement device free of charge, your current device must be returned to HomeFi.

Disclosure

By choosing to pause your plan, you agree to the terms that your service will be paused effective from the next billing cycle and will be reactivated after a period of three months. All applicable charges equivalent to your current active plan, along with other fees such as service fees and taxes, will be charged to your current active payment method on file. Please be reminded that if payment attempts are unsuccessful after multiple tries when reactivating your service, you may receive instructions on how to return our device within your premises. Failure to return the device within the specified period means you acknowledge that HomeFi will take actions such as initiating collections proceedings, which could potentially affect your credit score or be subject to any applicable federal law.

Disclosure - Immediate
By choosing to upgrade your service within the current billing cycle, you agree to pay the price difference between your current plan and your desired plan, as well as any applicable fees and taxes associated with your account. These charges will be processed using your primary payment method on file.

Upon upgrading your service, it will remain active in your account unless further changes are made.

Disclosure - Immediate
By choosing to upgrade your service immediately or within the current billing cycle, you agree to pay the full price of the new plan as well as any applicable fees and taxes associated with your account. Also, your cycle will reset the same day of your new data plan. These charges will be processed using your primary payment method on file.

Your new plan will remain active and permanent in your account unless further changes are made.

Disclosure - Next Cycle
By choosing to upgrade your service in the next billing cycle, you agree to pay the full price of your preferred upgraded plan, as well as any applicable fees and taxes associated with your account. These charges will be processed using your primary payment method on file.

Your new plan will remain active and permanent in your account unless further changes are made.

Disclosure:
By choosing to downgrade your service, the changes will take effect at the start of your next billing cycle. Please note that your current plan prior to the downgrade is non-refundable. You can continue using the current plan until the end of the cycle, as the change will be applied in the subsequent cycle.

Upon proceeding with the downgrade request you agree to settle the price of your selected plan, along with any applicable fees and taxes associated with your account. These charges will be processed using your primary payment method on file.

Your new plan will remain active and permanent in your account unless further changes are made.

Disclosure:
Upon approval of your request, you will receive the secure link via email. If you do not see it in your inbox, please check your spam folder. Please be aware that the secure link will expire within 24 hours of receipt. If you miss the deadline to update your payment method, you can also visit our help center for a step-by-step guide to assist you in updating your payment method.

Disclosure:
Upon processing the device upgrade request, our receiving team will inspect the returned device to ensure it is in perfect condition. If the device is found to be defective upon return, additional charges such as a restocking fee, shipping and handling fee, and device fee may apply if it is determined that the device was damaged.

Once your request has been approved, you will receive return instructions sent to your email and how to receive the new device.

Please note that the device must be returned along with all accessories and other peripherals included in the original package, as well as its original box.

Disclosure:
By submitting this request please be informed that reporting a defective device within 7 days is entirely free of charge when requesting a replacement.

However, if the report is made more than 7 days from the original date of shipment, further investigation may be necessary to determine eligibility for a free replacement. In such instances, if it is determined that the device was damaged by factors external to manufacturing or caused by the user, you will be charged for the associated device fee.

Once your request has been approved, you will receive return instructions sent to your email and how to receive the new device. Please note that the device must be returned along with all accessories and other peripherals included in the original package, as well as its original box. For more information regarding our return policy you may visit https://homefi.info/pages/return-policy

Disclosure:
You understand and agree that by submitting a claim, you are confirming that your order has not been shipped or confirmed as lost or stolen. You acknowledge that any false or inaccurate information provided may result in delays or denial of your claim.

Additionally, you agree to cooperate fully with our investigation and provide any
necessary documentation or information requested to process your claim effectively.

By submitting this claim, you confirm that you have read and understood these terms and agree to abide by them.

Please ensure you enter a Serial Number or IMEI Number, in order for the Submit button to appear.