Cancellation Procedure

Purpose: The following information will be used by Technical Support Technicians when customers request to cancel their services with us. (Note: Equipment Pick up fees and Early Termination Fees only apply to Bertram, XL, DCB customers only)

A customer will call in and 1 of 4 of the below situations will occur. Choose the process best suited for the customer’s reason for canceling.

Situation 1: Changing Internet Providers-Attempt to save the customer with one of the cancel save options below. Always attempt to save every customer. If they are not interested in the options listed proceed with the started cancelation process.

Cancel Save Options:

Attempt to save EVERY CUSTOMER

• Determine if a service call will fix the issue.
• Get information on provider and price match plan if possible.
• Offer a faster plan if the LCT determines it’s possible. If not offer a service call to improve LCT or upgrade equipment.
• Offer Disaster Recovery Plan.
  • 5Ghz $10 a month
  • 3Ghz $15 a month

Check Contract Status. If under contract, apply Early Termination Fee (350$). Charge Fee. If not under contract, Proceed with cancellation, no ETF fee. The account remains active until the customer either pays 50$ equipment pick-up fee or brings in the equipment. (If the customer pays 50$ equipment fee you can close the account immediately)

Situation 2: Customer Moving Locations-Send Cancellation Procedure. Determine recovery of equipment. 50$ equipment fee,  or they can bring it in themselves. (Account remains active until equipment is returned). Apply fees to the account. Determine which process below suits the customer’s situation.

1. No info on new owner, Follow Process 1.
2. If the new owner is, follow Process 2.

Process 1:

If the customer pays the Equipment Fee, the Account can go inactive.

• Create Equipment Pick up Job
• Dispatch Schedules Job.
• Field Agent Assesses Schedule.
• Field Agent Rolls On Schedule
• Field agent confirms account is inactive before recovery (Note: If active, determine why account is not inactive and close it if possible. If not, proceed with equipment pick up as scheduled)
  Field Agent Successfully completes job
• Marks job as complete
• Field agent deletes inventory from account.

Process 2:

1. Explain to customer 30-day advanced cancellation. (can have new owner call and contact to sign up within 30 days)
2. If the new owner does not obtain services within 30 days, process the previous owner’s cancellation fees if they do not obtain.(Early termination fee, Equipment Pick up Fees)
3. Create new account for new owner.
4. Transfer equipment from the previous owner to new customer.
5. Apply Terms and Conditions, or 2 year contract.

Situation 3: Customers Deceased– (No additional fees will be charged to account)

1. Family member sends in email confirming customer has passed away.
2. Make account inactive
3. Create Equipment Pick up Job
4. Dispatch Schedules Job.
5. Field Agent Assesses Schedule.
6. Field Agent Rolls On Schedule
7. Field agent confirms account is inactive before recovery (Note: If active, job will be rejected, if inactive, Job Proceeds)
   Field Agent Successfully completes job
8. Marks job as complete
9. Field agent deletes inventory from account.

Situation 4: Customer refuses to continue service- Refer to process 1 above.

NOTE: If a customer has FSK 900 radio, set the account to close and then delete their radio and router from Powercode as we do not need the equipment back as of 10/28/2021.  

NOTE: If you’re closing out an account that has equipment we don’t intend to pick up (pmp 100 2.4/900), you should also change the color code and reboot the sm so it doesn’t connect back to the ap. otherwise that ip is still in use even though the equipment was deleted from powercode. that ip can then be given out to new equipment and create an ip conflict.