Suspend Service FAQs

 

 

 

General Information

If you are unable to use your device temporarily, you can suspend your service to prevent unauthorized use or charges. When you suspend a line of service, you won’t be able to make or receive calls or text message or access the Liv Cellular data network.

There are three types of service suspensions:

  • Lost/Stolen Suspension – If your device is lost or stolen, you should suspend your service to help protect against unauthorized use.
  • Military Suspension – You can suspend your service for a period of time if you, or another user on your account, have been called into active military service.
  • Other Suspension – You can suspend your service temporarily if you won’t be using your device for a long period of time (e.g., going on a vacation, illness, etc.).

Because every situation is different, we offer 3 options for how you’ll be billed for voice, data and feature subscriptions while your device is suspended. You can choose to suspend, at a reduced rate, or continue to be billed as normal. If your device is lost or stolen you may also be eligible to suspend without billing. Keep in mind, if you’re on a device payment agreement and/or you’re subscribed to equipment insurance, your payments and coverage will continue while your device is suspended.

  1. Reduced rate billing – For up to 90 days you won’t incur voice, data or feature subscription charges while your device is suspended. You just pay a reduced rate of $10 per month instead of your full monthly bill. You can choose this option for up to 90 days per rolling 12 month period. If you have previously suspended service without billing, the time you used will count against the amount of time available to you for reduced rate billing. For example, if your device was previously lost or stolen and you suspended service without billing for 10 days, you would have 80 days available to suspend service at a reduced rate. Once you have used up 90 days of reduced rate time you’ll need to wait 12 months before using it again. Your upgrade eligibility and contract end dates will be extended for however long your device is suspended if you’re on a 2-year contract, and if you’re on device payment you will continue to be billed your monthly device charge.
  2. Without billing – You can choose this option once per rolling 12 month period, for a maximum of 30 days, as long as you have time remaining in your reduced rate allowance. During this time you won’t incur voice, data or feature subscription charges while your device is suspended*. Your upgrade eligibility and contract end dates will be extended for however long your device is suspended.
  3. Suspended with billing – You’ll be billed for all services and features during the suspension period without impacting your contract and upgrade eligibility dates.

*If you have a monthly service subscription through Media Center, charges will continue to be billed during the suspension period unless you cancel the subscription. If you cancel the subscription and re-download the application at a later time, the download fees are NOT reimbursable.

While your device is suspended you can still change your plan. We offer a number of convenient ways to change your plan at home or on the go:

    • My Liv: Go to the Change Your Plan page in My Liv on your smartphone, computer or tablet web browser to find a new plan.
Visit our Reconnect Service FAQs for information on reconnecting service.
No. If you currently have a pending order on your account, you won’t be able to suspend your mobile service online until the pending order is completed or removed from your account. Learn more on our Pending Orders Information page.

An Account Owner or Account Manager can remove a pending order from an account online in My Liv.

Note: If a pending order is removed, then it’s canceled and the order will have to be placed again.

To remove a pending order from your account:

  1. Go to the My Orders page in My Liv.
  2. Click View pending account changes.
  3. Click Delete next to the pending order you wish to remove.
  4. Click Delete pending account change.

Lost/Stolen Suspension

If your device is stolen or lost, you can temporarily suspend your service to prevent unauthorized usage and charges on your account.
You can suspend your service using the My Liv from your smartphone, tablet or computer.

Prepaid Customers: If your device is lost or stolen you can suspend service in My Liv for prepaid accounts. Refer to the My Liv for Prepaid Accounts How to Use Guide for step-by-step instructions.

My Liv

  1. Go to the Suspend or Reconnect your service page in My Liv on your smartphone, tablet or computer.
  2. Select the line you want to suspend if there is more than one device on your account.
  3. Choose the reason you are suspending service.
  4. Select a billing option.
  5. Click or tap Suspend Selected Line.

You have successfully suspended service online in My Liv.

If you suspend your service with billing, your contract and upgrade eligibility dates won’t be impacted.

If you choose to be billed at a reduced rate or if you stop billing during your suspension, your contract and upgrade eligibility dates will be extended for however long your line is suspended.

When you suspend service, your device is blocked from connecting to the Liv Cellular network. The device will also be prevented from being activated on any Liv Cellular account.

However, suspending service won’t affect someone’s ability to access the content and apps on the device, especially if the device wasn’t protected with a password. Also, if the device has Wi-Fi capability, it can still be connected to a Wi-Fi network.

Refer to our Device Replacement Program page for possible options to remotely locate and/or protect the information on your lost/stolen device.

No, we don’t provide assistance finding a lost device.

If you believe your device may have been stolen, for your safety, do not attempt to locate the device. Instead, contact the police to report the theft.

If you find your lost device, you can reconnect your service by going to the Suspend or Reconnect Your Service page in My Liv.

Reconnecting your service will remove the blocks that prevented your device from being activated on a Liv Cellular account, and reconnect network services to the device.

Military Suspension

The Federal Service Members Civil Relief Act (SCRA) and some state laws provide certain protection to service members.

If you have a voice device and you receive orders to relocate to a location where Liv Cellular service is unavailable, you can choose to suspend your line for the period of your relocation or up to 3 years and 90 days. Or, if you prefer, you can terminate your service without paying an Early Termination Fee (ETF).

No, all billing for service and features will be stopped while your account is suspended. This includes billing for your device payment agreement.

Note: You may receive a partial bill for the duration of the month that your line was active prior to the military suspension.