Customers are free to change their packages at any time. Here are the procedures for changing the customers package. If the customer is considering upgrading but isn't sure if they need it, they are welcome to have a 1 week trial on the upper package. If they do not want it after the week trial is over, all they have to do is call in and have their package bumped back down. Be sure to remove any prorated upgrade charges when they do this.
Package downgrades do not need any review and can be done at any time.
Upgrading from basic to classic-
This can be done at any time and does not need to be reviewed
Upgrading from Classic to Premium-
The premium package is not available at every address, and is not needed by everyone.
First ask why they want to upgrade and make sure they are not having any current speed issues.
If they are having any speed issues we want to fix the current issue. We do not want to charge customers for a package that they do not need. Follow the troubleshooting steps for speeds issues.
If there are no issues create a ticket for an admin to follow up on premium availability, if it is not already listed as available in the notes section of the account. If the notes section or any active tickets list premium as being available, go ahead and upgrade the customer.
AS OF 2023 USE THIS LINK FOR UTOPIA CANCELLATIONS: https://www.intellipop.co/ipopwiki/doku.php?id=tech:inbound_utopia_service_cancelation
If a customer calls in to cancel, first ask the last date that they want service. Create a scheduled event to change the account to uninstall for the following day they request to insure continued service through the entire last day.
If they are not disconnected immediately (if they have an event scheduled to set Account Status to Uninstall),
NOTE: When creating a ticket Set user to NOC, Group: Billing. Category: Misc, Type: Transfer
Advise the customer to leave the POE in a ziploc/plastic bag on the porch. We do not schedule specific times for uninstalls as we put them in float status but we try everything we can to pick it up on that day (weekdays only). The technician will collect it off the porch when he comes to get the dish. Go over any current balances with the customer as well as any statements that will come out before the cancellation date.
Ask why they have chosen to cancel and notate in the ticket notes. Also ask if there is anything we could have done to improve their experience.
Since we don't have any contracts the customer is free to cancel at any time, but we do not prorate the final months bill unless it is requested prior to their final month of service being billed.
If the customer has already moved out, advise that if the POE is not returned there is also a $25 replacement fee if they are not able to return it. All equipment is the customers responsibility to return but we will go collect it. Per our terms of service we do require a 30 day notice to cancel. This it to ensure that we can successfully schedule and retrieve all of our equipment.
Never edit or remove card information during a cancellation. Add a new card for any updates to current card information, and note in the ticket what was done.
We do not have any contracts and customers are free to cancel their account with us at any time without penalty. Canceling the account with us will automatically terminate their account with UTOPIA as well. Most UTOPIA customers sign a 1 year lease on their connection and there is a $300 early termination fee from UTOPIA if the lease terms are not fulfilled. Customers are free cancel on the 1st of the month after the contract ends without penalty. UTOPIA does not offer partial months. Customers do have options available to them to either avoid or possibly lower the cost of the fee. If a customer calls in to cancel or change service in any way, create a ticket and be sure to go over their options. Do not change/cancel the customers package or account status. An administrator will follow up to make sure the account is properly handled with UTOPIA before any action is taken on our account.
ANY OPTIONS PROVIDED BY UTOPIA MUST BE COMPLETED THROUGH AND BY UTOPIA
Lease Takeover- UTOPIA offers a lease takeover option for customers. This option can be mutually beneficial. The new home owner can take over the existing lease and the original customer will not be charged an early termination fee. The new tenant finishes out the original lease and then moves on to a month to month service as though they were the original lease holder. They do not have to sign a new contract and are then free to cancel at any time once the lease has been fulfilled. This way the original lease holder avoids the early termination fee, and the new tenant only has to sign a contract for a few months, instead of a whole year for their fiber connection. THIS CAN ONLY BE DONE BY THE NEW TENANT REQUESTING A LEASE TAKEOVER THROUGH UTOPIA WE CAN NOT FACILITATE THIS PROCESS
Finishing the lease- If the customer has 4 or less months left on their contract with UTOPIA, it is cheaper to finish out the lease than it is to cancel. UTOPIA requires an active provider account at all times, so in order to do this the customer does have to keep an active provider (E.g us, Intellipop) as UTOPIA will not turn off their internet portal. The customer will pay their monthly fee to both UTOPIA and us until the end of their contract. Again this is available on the 1st of the month after the contract has ended. E.g, if the contract was signed on June 5th, the customer can cancel on July 1st the following year without penalty.