Transfer of Service

Transfer of Service

Use this procedure when a customer has sold their house to somebody who will be taking over service at the location.

Step 1: Create New Lead Account

Set up the new customer with a new lead account per normal procedure: name, phone number, email address, physical address, and any other needed information.

Step 2: Select Monthly Plan

1. Talk to the customer about plan options and pricing. Reference the current pricing sheet.
2. In Powercode, go to the Services tab → Add Service
3. Select the customer's new plan from the Monthly Internet section
4. Also add the Protection Plan Lite ($5.00) or Protection Plan Elite ($9.95) from the Monthly tab

Step 3: Transfer Equipment

1. Copy the new account number
2. On the old account, click More on the CPE in Powercode
3. Click Transfer Device
4. Enter the new customer ID and press Save
5. Repeat for the customer router
6. Set the previous owner's account to Close Account on Next Billing Day

Step 4: Contract Options

The new customer has two options:

Option A: No Contract

• Subject to a $10.00 One Time Rental Fee
• Go to Billing tab → Submit Service / One Time Charge → add $10.00 fee
• Click Change Status → set to Active (this turns on service and adds prorated charge)
• Add the Terms and Conditions contract (mandatory — protects us from liability, not a service contract)
• Set up customer portal login: click Edit on the contact highlighted in blue → scroll to Customer Portal Access Info → set a generic password (e.g., "House123!")
• Have customer navigate to https://billing.gobertram.com to sign the T&C
• Add credit card and process account balance

Option B: Two-Year Contract

• Apply the standard 2-year contract
• Follow same activation steps as above