11-01-2019 09:51 AM
Since receiving last ink cartridges my colour cartridge has stopped working. This means that I either cannot print at all or can print black sometimes.
I have followed all advice I could find on the net. HP support has probed totally inaccessible and the virtual agent is useless. The error message asks me to reinstall cartridges - which I have done numerous times now. I have also cleaned cartridge contacts and printer contacts. I have reset printer too. The system tells me I have colour ink then it says its empty and NOT a genuine cartridge - which it must be as it was sent by HP- surely?
I have emailed HP, sent contact forms from their site and as I haven't been able to print for weeks or resolve the issue I was going to cancel instantink BUT as I went through the cancellation I was informed that if I cancel HP will stop me using the remaining ink (cant print anyway but feels rather unfair in the circumstances) and then that I will have to pay another months payment after cancelling and not be able to use the hundreds of pages I haven't used in my rollover total !
I cannot find any access to customer complaints so far. This feels like mugging ! I have found many posts on line where people have the exact same issue and some suggestions that HP disable your printer through wifi.
I am desperate for a resolution - either fix it so I can print again or cancel and complain to someone.
11-03-2019 04:09 PM
@MollymagooMollymagoo, Welcome to the HP Support Community!
Apologies for the inconvenience caused. As the issue is related to Instant ink cartridges, I need more information to help you out.
Make sure the printer is connected to the Internet.
Since the instant ink account details are confidential, please send me the required information via private message.
I am sending you a private message with the information required.
- In order to access your private messages, click the private message icon on the upper right corner of your HP Forums profile, next to your profile Name or simply click on this link: https://h30434.www3.hp.com/t5/notes/privatenotespage
Let me know how this goes.
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