When you call for what ever the problem may be. They might note that you called they might not. I cancelled my service and paid my last bill. Well.. they had no record of my call and charged me two extra months and claimed the service was still on. I was moving and this was the only way to get my boys out of the house... no TV. I checked the TV and so did the boys... no service! They charged movies to me that were never ordered and couldn't be ordered because I never put a phone line to them. As far as I am concerned I would never recommend their service to anyone.