Smartaira Vacation Hold Overview

Smartaira’s Vacation Hold option allows customers to temporarily pause their Smartaira internet or video services while away from home for an extended period of time. This helps customers avoid paying for full active service while keeping their account in good standing for automatic reactivation upon return.

Vacation Hold Requirements

To qualify for a Vacation Hold, the following conditions must be met:

• The Vacation Hold start date must be scheduled at least 7 days in advance
• The account must be current with no past due balance
• Vacation Holds must be between 30 and 180 days
• A service restart date must be provided at the time the hold is requested
• Accounts must resume normal billing automatically at the end of the hold period

Smart Care Requirement

Customers using Smartaira-owned equipment, including modems, routers, or Super Pods, are required to maintain Smart Care with Auto Bill Pay during the Vacation Hold period.

• If Smart Care is already active, it will remain on the account during the hold
• If Smart Care is not currently active, it must be added before the Vacation Hold can be processed
• Smart Care currently bills at $11.99 per month
• Smart Care remains active for the full duration of the Vacation Hold

This requirement helps ensure continued support and protection for Smartaira-owned equipment while service is temporarily suspended.

What Happens During the Vacation Hold

Internet Services

• Internet service is temporarily suspended during the approved hold dates
• Billing for active internet service pauses during the hold period
• Services automatically resume on the scheduled restart date

Depending on the type of service:

• Cable modem customers will have service automatically disabled and restored through the system
• Ethernet customers may require port deactivation and reactivation

DirecTV Programming Holds

Customers with DirecTV programming must contact DirecTV directly to place programming into suspense status.

DirecTV MDU Customer Care:
(866) 595-0077

If applicable, Smart Care Video services may also be temporarily adjusted during the hold period.

Important Information

• Vacation Holds are temporary and do not cancel service
• Billing automatically resumes on the scheduled return date
• Customers requesting another Vacation Hold after returning must first resume service and satisfy any outstanding balance requirements
• Any changes to hold dates should be requested prior to the scheduled start date whenever possible

If you have questions about your account, Smart Care requirements, or Vacation Hold eligibility, Smartaira Support is happy to assist.

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