I canceled subscription and printer stopped

[max4455]

Case number [Personal Information Removed]

I got stuck twice with this billing misconception:

- first time I canceled subscription and printer stopped. Ok not really convenient and fair but spending 2(!) working days with your support we figured out what was the issue and why the printer stopped and how to re-Enroll subscription and to make it print - kind of uneasy task

- a half year later, I lost my credit card and replaced it with new one and forgot that the old one is connected to instant ink subscription. web Services fell away from printer. Printer was on permanent account error (and stopped printing).

I updated the payment method and in an hour nothing changed. Reached out the support and did whatever they said - reconnected printer to wi fi, restored to factory settings, reconnected to HP smart app, (even connected printer to router directly) - NOTHING.

So I cancelled subscription and reEnrolled again. Reconnected printer to Hp Smart app after factory reset and it works. 

So I don't understand what is always going on with this subscription:
- customer support continues reseting printer when there is obviously no necessity
- sending this remote control software to play with DNS or whatever
- Customer chat even is not receiving .png files
and the main questions are:

- why the hell it's so tough just to reEnroll the subscription or update the payment method after late payment  without printer stop???

- why do I need spend 3 hours of my working time that costs more than this printer on reseting and explaining that by some reason customer support's instructions are different for different printer models???

It's definitely a rhetorical question, next time I will just cancel all subscriptions and return this printer for good

[Nal_NR]

Hi @max4455,

Welcome to the HP Support Community. 

I'd be happy to help you! 

Splendid analysis and remarkable patience were shown. It is immensely appreciated.

This might require one-on-one interaction to fix the issue via remote assistance.

We have limited support boundaries in the support community as of now. I would request you to contact our HP Support Engineers who should be able to sort this out. 

For that to happen, we will give you additional instructions/information via Private Message.

Please check your inbox on the forums page for the private message.