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Tech Support: Cancel your account and your PEEK becomes a small brick.

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    I recently canceled my account for several reasons. After canceling the account, I reset my PEEK before turning it off. After searching the web and finding new ways to utilize the PEEK such as SNAPASK and Google Mobile, I tried to re-use my PEEK. You can't setup again. It is a "small" brick. When you cancel your account, the PEEK unit is totally deactivated. The only way to re-activate the PEEK is to set up a T-Mobile account with PEEK customer service with name, address, credit card info, credit check(?), etc. Then wait for up to 48 hours for the request to flow through the T-Mobile's system. I was told that when you buy a PEEK in the store, it is already activated and so starting service was a breeze.

    LESSON SUMMARY: Don't ever cancel your account or try to sell it to someone else.

    P.S. The PEEK reps I spoke with (Larry & Sean) were helpful and understanding but as you can see constrained by the SYSTEM.
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      CommentAuthortmel
    • CommentTimeDec 16th 2008 edited
     
    I posted this in the other topic you posted about this.

    @bakerstephen - I apologize for the miscommunication. When we deactivate an account, we only clear out any and all billing information associated with that account.

    In order to re-activate your account with a pre-owned Peek, we need to rebuild the account.

    Also, if you are only going to cancel your service for a little bit...it's better to have the service suspended that way everything stays intact, again I am very sorry that this option was not provided to you.

    Edit - We do operate off of T-Mobiles network, but that is extent of there involvement with Peek, if your SIM card becomes deactivated due to us deactivating or suspending your account...it will take approximately 24-48 hours for your SIM card to get re-provisioned.

    I don't believe that time frame is anything Peek specific, it's just how long it takes for a wireless company to do it.
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    Thank you for your response. Let me explain that my first clue to my unit being deactivated is that the red X across the antenna never disappears. Will rebuilding my account take care of that? I will call in the morning with the correct "lingo". Thanks.
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      CommentAuthortmel
    • CommentTimeDec 16th 2008
     
    Glad that I could be of assistance, if you'd like you may ask for me (Tom) when you call in, I come in around 10am MST.

    As far as the red X goes, I'm sure with a little bit of elbow grease we can correct that issue!
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    Look at the bright side; if you ever plan a remodeling project you have one less brick to buy!! lol!! J/K!!
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      CommentAuthortmel
    • CommentTimeDec 16th 2008 edited
     
    Hmm, if Peek ever moves to a new office in NY, I suggest that old Peeks should be used as the primary building material!
    • CommentAuthorbeesong
    • CommentTimeDec 17th 2008
     
    OK, just to confirm, as the initial post in this thread has sent this new Peek user (me!) off the deep end -- service CAN be suspended and the Peek unit CAN be re-instated at a later time without bricking the unit? The primary reason I went for Peek instead of another mobile email method was the "no user contracts" hype. I am out of the country for 3 months at a time and didn't want to have to keep paying monthly fees for something I couldn't use during that time. The Peek's month-to-month service seemed ideal for my situation...... is it still????
    • CommentAuthorgabe
    • CommentTimeDec 17th 2008
     
    beesong - You can totally suspend your service for three months. We have lots of traveling customers that are like you. Just call our customer care and they will suspend your service. When you get back, call customer service and they will re-activate your account. It takes 2 business days to turn your Peek back on so it connects to the network.

    We have no contracts, credit checks any of that scary stuff. Just call that's all!
    • CommentAuthorbeesong
    • CommentTimeDec 17th 2008
     
    Thank you, Gabe! I am SO relieved to have this confirmed!!!!!!!!!!!
    • CommentAuthorgabe
    • CommentTimeDec 17th 2008
     
    Oopps - beesong - I made a mistake!

    Correction:
    You can suspend for 2 months super easily and not have to deal with the 2 business day re-activation however on month 3 it will automatically reactivate your billing cycle.

    Sorry about the mix up.

    You can email me directly at gabe at getpeek .com and we can discuss more if you have any questions.
    • CommentAuthorJohn
    • CommentTimeDec 17th 2008 edited
     
    bakerstephen - Your unit would have a red X for 24-48 hours after you reactivate your account. This is because your SIM card becomes deactivated when you stop service, and it takes 1-2 days for the SIM to be reprovisioned (made active) after you call and we send in the request. You will get signal normally once that period has passed.
    • CommentAuthorEricL
    • CommentTimeMay 18th 2009
     
    This may be of interest - I called in today to cancel my account (budgeting concerns, mainly, I may decide to re-activate at some point in the future) and was given a warning by the support rep stating that I might want to consider suspending my account rather than cancelling it because after a period of time the SIM card would "deactivate" and would *never* (he was specific with that word) work again.

    If this is not true, as you seem to be claiming here, it seems you need to better communicate the facts to your support staff.
    • CommentAuthorEricL
    • CommentTimeMay 18th 2009
     
    Also, and this is something I need help with, after cancelling my Peek service I went to go and delete all of my personal data off of the Peek device, so that if I decide to pass it along to someone else, I can do so. Unfortunately it appears I've done this in the wrong order, since it claims it can't reset the Peek to factory defaults without connecting to Peek's servers (why?), which now it can't do since the device has been de-authorized. I also can't delete my email accounts from the device for the same reason.

    This seems like an odd and counterintuitive design, since I don't think most people would wipe their device *before* turning the service off. Hopefully this can be done remotely, or the device can be temporarily re-connected to your servers for this purpose. Please let me know what steps I need to take.
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      CommentAuthortmel
    • CommentTimeMay 18th 2009
     
    @EricL - Just do this...

    Go to Peek Manager > Device Info > Reset Peek > type in #peek-cit#

    Go to Default Setting > Clear all user data > nothing happens > Reset all to default > nothing happnes again, and turn your Peek on/off. You'll be at the welcome screen.

    I apologize about this, generally we will help you reset your Peek BEFORE we deactivate it.

    When we do a deactivation, the network connection is servered, so the normal reset process will not work.
    • CommentAuthorEricL
    • CommentTimeMay 18th 2009
     
    Thank you for the extended instructions. I just followed them, with apparent success.

    There was no discussion from the support rep about how to reset my Peek. Combined with the apparent misinformation about the SIM card (which I elaborated on in the other thread - http://boards.getpeek.com/discussion/150/need-to-cancel-my-account/#Comment_8718), this concerns me a little bit, but I do want to state that the rep I spoke to was certainly polite even if misinformed, and your quick response to me here is greatly appreciated.

    Thanks again. I hope I can eventually come back to the service or pass the device to someone who will be able to use it. What it does, it certainly does well.

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