Customer Announcement: Important Changes to Our Service at Nomad Internet

Dear Nomad

At Nomad Internet, our mission has always been to provide reliable and affordable internet access, particularly for rural communities that need it most. We’ve prided ourselves on keeping our pricing steady while other providers have increased theirs, and we’ve often lowered costs to help you stay connected. However, as our operational costs continue to rise, we’ve had to make some necessary changes to how we manage modem support and maintenance. This will help us continue to offer the high-quality service you expect.

We also want to address some recent challenges you may have experienced with our support and billing systems, and share what we are doing to make things right.



What is Changing

For years, we’ve absorbed the costs of maintaining and replacing modems at no additional charge, but the rising expenses related to operating, supporting, and upgrading hardware have made it difficult to continue this way. While we’ve kept our internet pricing the same for legacy customers, the cost of operating—especially the costs to support, repair, and monitor modems—has increased.

Because of this, we are introducing Nomad Premier, a service package designed to maintain the premium level of customer support and modem protection you’ve been receiving, but with a low monthly cost. Nomad Premier includes continued support, modem repairs, replacements, and advanced customer service options.



Opt-Out of Premier, Basic Rental

If you opt out of Nomad Premier, since your current internet service is NOT increasing, the Basic Rental is FREE. However, you will take responsibility for maintaining and repairing your modem, and Nomad will no longer cover these costs under your current plan. This gives you the flexibility to choose the level of service that best fits your needs.

If you like to Opt-Out of Nomad Premier, please click here: https://npw.nomadinternet.com/pdowngrade/

 

Recent Challenges and Our Commitment to Fixing Them

 

We also want to acknowledge and apologize for some issues you may have experienced recently:

  • AI Support System Issues: We understand that some of you may have had difficulty accessing the opt-out link due to our new AI support system, which has made it harder to connect with a live person. We sincerely apologize for any frustration this may have caused. We are actively working to improve the system to ensure your needs are met more smoothly. Please know that we are here to assist you, and if you haven’t been able to opt out of Nomad Premier yet, we will make sure you have an easy way to do so.


  • Billing System Errors: Additionally, we recognize that there have been challenges with our billing system, which incorrectly assigned rental rates for some customers. This error caused some of you to be charged incorrectly for modem rentals. We deeply regret this mistake and are issuing full refunds to any existing customers who were impacted by these billing errors. You should see these refunds processed shortly, and if you have any questions or concerns about your bill, please don’t hesitate to reach out to us.

 

Next Steps

 

Here’s what you can expect moving forward:

  • Nomad Premier Launch: Nomad Premier offers the same premium support and protection you’ve come to rely on, ensuring your modem is always supported, maintained, and replaced if needed.


  • Opting Out: If you prefer not to participate in Nomad Premier, no action is needed to continue with your current service plan. However, please note that you will be responsible for modem repairs, replacements, and ongoing maintenance. If you would like to opt-out please click here - https://npw.nomadinternet.com/pdowngrade/

  • Billing Adjustments and Refunds: We are correcting the billing system errors, and full refunds will be issued to those affected by incorrect rental charges. If you’ve been impacted, you can expect to see this reflected in your upcoming statement. Our team is also reviewing billing processes to ensure that this does not happen again in the future.


We recognize that changes can be difficult, and we are deeply sorry for any inconvenience these recent challenges have caused. At Nomad, we are constantly striving to improve your experience, and we appreciate your patience as we work through these adjustments. Our goal remains the same: to provide you with the best possible service, while keeping you connected to what matters most. 

We are here to answer any questions or concerns you may have. Please feel free to reach out to our customer support team, and thank you for being a valued part of the Nomad Internet family.

Sincerely,
The Nomad Internet Team