Rollover pages

[AAW33]

Last month I had 300 rollover pages.  I reduced my plan so as to use these, but today my rollover pages is showing 30 of 30 used and I'm being charged for additional pages.   What happened to 270 rollover pages?

[Garp_senchau]

@AAW33, Welcome to HP Support Community.   

Thank you for posting your query, I will be glad to help you.

I would need to know a few details regarding your Instant ink account to help you get the ink cartridges sorted. Since the instant ink account details are confidential, please send me the required information via private message.   

To access your private messages, simply click the private message icon on the upper right corner of your HP Support Community profile, next to your profile name.

You can use this link as well: Private Messages - HP Support Community

To locate your account, please provide

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Confirm your address,

Take care and have a great day ahead!

Best Regards,

[AAW33]

Thank you, Garp.  I am impressed with the perseverance.  After I wrote, I found the rule hidden in some back corner of the explanation of the way rollover pages work.  I'm not happy with it, but in signing on I agreed with it.  

I thought the printer was dying, and had 300 rollover pages.  I wanted to use them, so to do so, I changed my plan to 10 pages a month, not realizing this meant I would lose 90% of these pages.  The 30 pages that were left were used in one month and I got charged for additional pages.  Then the printer started working again, and I needed to return to 100 pages a month, probably (I haven't checked) without the 270 pages I lost, although they will build up again).  That particular rule should have been clearly explained when I changed my plan.  How annoyed am I?  I won't definitely get another brand when this one does die, but I'll keep it in mind. 

I don't like the printer.  Since we got it, it keeps dropping the connection the the network for no reason, meaning we have to reconnect it, or wait until it connects itself.  A pain.  I've been unable to find a solution to that.  If you have a fix, I'd like to know it.

Andrew

[Garp_senchau · Accepted solution]

Hey @AAW33,

Thank you for your response

I totally get your frustration, and I’m sorry for the issues you’ve faced with the rollover pages and printer connection.

About the rollover pages: When you change your plan, any unused pages from the old plan don’t carry over — that’s the rule, but I agree it should’ve been clearer. I’m really sorry you lost 270 pages like that. I’ll pass your feedback along to improve communication on this.

As for the network connection problem, here are a few things to try:

First, unplug the printer completely, turn off your laptop and router, wait one minute, then power everything back on. 

Next, let’s remove any old settings that could be causing problems. On your laptop, go to Control Panel > Devices and Printers, right-click your printer, and select Remove device. Then, go to Device Manager, under Print queues, and uninstall any drivers related to your printer. Now, reinstall it using HP Smart, this is the easiest way to ensure your printer is properly set up.

If the printer still doesn’t show up or keeps going offline, check your Wi-Fi network and make sure it’s connected to the same network as your laptop and phone. If possible, assign the printer a static IP address in your router settings so it doesn’t keep "disappearing."

If all else fails, try a factory reset on the printer and start fresh. 

Restore factory defaults on your HP printer | HP® Support

Also, refer to these helpful guides (these are for your reference):

Restore Wi-Fi setup mode on your HP printer | HP® Support

HP printer is offline or unavailable | HP® Support

HP Printers - Printer isn't available error (Android) | HP® Support

HP printer not found by the HP Smart app or operating system | HP® Support

I understand if you’re feeling frustrated, and I really appreciate you sharing your experience.

I hope this helps.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

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Regards,