Cancellation Procedure

Cancellation Procedure

Equipment pickup fees and Early Termination Fees only apply to Bertram, XL, and DCB customers.

Always attempt to save EVERY customer before processing a cancellation.

Cancel Save Options

Before processing any cancellation, try these:

• Determine if a service call will fix the issue
• Get information on competitor provider and price match if possible
• Offer a faster plan if the Link Capacity Test shows it's possible. If not, offer a service call to improve LCT or upgrade equipment
• Offer Disaster Recovery Plan: 5GHz $10/month, 3GHz $15/month

Situation 1: Changing Internet Providers

Attempt all cancel save options. If they decline, check contract status:

• Under contract: Apply Early Termination Fee ($350). Charge fee.
• Not under contract: Proceed with cancellation, no ETF.

Account remains active until the customer either pays $50 equipment pickup fee or brings in equipment. If they pay the $50 fee, close the account immediately.

Situation 2: Customer Moving

Send cancellation procedure document. Determine equipment recovery: $50 equipment fee, or they bring it in themselves. Account remains active until equipment is returned.

If no info on new owner: Create equipment pickup job → Dispatch schedules → Field agent rolls → Confirms account inactive → Completes job → Deletes inventory from account.

If new owner is taking service: Explain 30-day advanced cancellation. New owner has 30 days to sign up. If they don't, process previous owner's fees. Create new account → Transfer equipment → Apply Terms & Conditions or 2-year contract.

Situation 3: Customer Deceased

No additional fees charged.

1. Family member sends email confirming customer has passed away
2. Make account inactive
3. Create equipment pickup job
4. Follow standard pickup process

Situation 4: Customer Refuses to Continue

Refer to Situation 1 process.

Final Steps

Post to the #cancellations channel on Slack:

[Customer Name] – [Customer ID] – [Reason for cancelling]

Example: Nick Klein – 10703 – Cancelling service, moving and they can get Spectrum at the new location. Customer will be coming in later today to bring in dish and process paperwork.

Important Notes

• If a customer has FSK 900 radio, set the account to close and delete their radio and router from Powercode. We do not need that equipment back.
• If closing an account with equipment we don't intend to pick up (PMP 100, 2.4/900), also change the color code and reboot the SM so it doesn't reconnect to the AP. Otherwise that IP stays in use and can create an IP conflict when assigned to new equipment.