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Common problems for INSTANT INK, HP+ PLANS: INK AND TONER
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HP DeskJet 2722e All-in-One Printer

I have HP Deskjet 2722e connected with instant ink and I pay £2.99 a month (I am based in London, England). I was printing with the original ink till this evening when I had to print a document. Printed it but it was in a different colour and replaced the inks with the ones I received from instant ink almost a year ago. I printed 10 pages without any problem. Next time I passed by the device i saw the device with lights on and completely unresponsive. Tried diconnecting it from the power, reset it and put the old ink cartidges back - nothing happens. The device is probably 14 months old. I have not printed more than 100 pages in total since I bought it.

The led lights next to the colour dots under the display are on as well as the one next to the X button and the i button. The display does not seem to be on either. Can you help, please? 

IMG-20230424-WA0005.jpg

2 REPLIES 2
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Hi @SergeBG 

 

Welcome to the HP Support Community!


I understand that you are not able to print your E-mail, I am glad to assist you

 

Here is the link with the troubleshooting steps:- Click here


Please perform these steps and Feel free to reply to your public post for any further assistance.


Thank you for being a Valuable Member of our HP Family.

 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution.


-Regards, 

Raj2111
I am an HP Employee

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Dear Raj2111,

Thank you for the reply.

I spoke to the Instant INK support team 4 or 5 times (I've recorded the case numbers as reference).
1) During the first conversation I was asked to be next to the printer and perform several tests.. It was going to be an easy solution (25th of April 2023). I was not next to the printer as I was at work. Postponed it.
2) Initiated a support ticket on 27th of April in the morning as I was at home. The lady asked me to perform a couple of tests and said that if my printer was in warranty she was going to send a replacement. She was not going to give up on the case and it was good that the phone call was in the morning - she will follow it up as they were having timeslots to book. I even took the device to work, of course nothing happened.
3) I requested another phone call on Friday, 28th of April (more than 24 hours later as the case was closed). The agent initially agreed that the ink may have caused the issues and the web services are not responding and I asked for compensation - as I received a product (inks) from HP that blocked my device. The gentleman hanged up the phone call.
4) I requested a manager on the very same day. Phone rang for 3 seconds and stopped. I then received a real support phone call with a video to show the led lights, the instant ink inks and to perform a test - to turn off and on the printer from the electricity while holding the power button. Nothing happened of course. I asked the email to the complaints department and the gentleman was reluctant... at the end he sent me the link from his support system (totally useless, I am not naming the system just in case. No common sense at all).

As a result - awful customer services provided. It is based outside the UK. The printer which is 14 months old (2 months after warranty) is now unusable due to the ink being replaced (they admitted but not loudly) and I was told to throw it away and buy a new one. 
I will be writing an email to the ombudsman, HP complaints department and etc sending the following evidences:
1) Printer was purchased in January 2022 and it was functional till Monday, 24th of April.
2) The printer was functional and linked to the web services till Monday, 24th of April.
3) The instant ink cartridges were received in February 2022 but due to the printer not being used often, the inks were put in the printer on Monday, 24th of April 2023. The printer worked perfectly fine, printing a test page (then scanned for alignment purposes) and printed the 10 pages in the printing queue without any issues. Very likely it connected to the web server after printing the pages which made the printer irresponsive (bricked).
4) The test page being printed.
5) The web services portal showing that only two pages have been recorded as printed (the pages from the old ink) for the past billing period.
6) The ref numbers with the total failure of their customer services.
7) My instant ink subscription being paid from day 1. I have not cancelled it yet and they are not providing the services I am paying for!!!!!!

To all: If you are using instant ink cartridges and cancel the subscription - they will stop working. It is stated everywhere.
HP says they cannot block printer or cartridges remotely but this is obviously contradictory based on my experiences and statements about the ink. I am definitely not the first one in this situation and I am hoping to be the last one.  

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.