Always check for an open ticket to verify if service has been suspended or if the customer has just received a warning.

With minor exceptions, all Utopia accounts will get their statement on 1st of each month (Utopia “Bill Cycle” Date). The bill is due 4 days later on the 5th of each month. All Utopia accounts that do not make their payment by the 16th of the month will be considered delinquent.

On the 16th A ticket will be opened outlining the steps that have been taken for each delinquent account. The customer will receive an email informing them that if the payment is not made in full by the 18th the service will be suspended until payment is made in full.

On the 17th the customer will get a phone call from us warning that service will be suspended on the 18th until the payment is made in full.

On the 18th All Utopia customers that have not paid their bill or setup a payment arrangement will have their service suspended.

Note: the exact dates may change if they occur on a weekend

To suspend service, locate the account in the Utopia CRM under the services tab. Use CTRL+F to find the account quickly by name or address/address ID.

Always verify the address in the CRM that you are suspending not just customer name.

Once you have located the account, click on the customers name

Click on Suspend Site. This will send a request to the NOC to suspend services from our end. Please note that this can take a few hours to take effect. Be sure to update the ticket and disable the powercode portal access.

Need help disabling the portal access? click here. Disable Portal Access

To reinstate service, the amount owed must be Make A Payment in full or have a payment arrangement set up with an Intellipop manager. Once payment is made, send an order through the CRM to unsuspend the site. Use CTRL+F to be able to locate the account easily.

Always verify the address in the crm that you are suspending not just customer name.

Once you have located the account click on the customers name instead of the site ID

Click on Unsuspend Site and this will send a request to the NOC. This will reinstate service within a couple minutes. Login to the ONT and verify the Vlan has changed back to 552. Once this is done the customer will have service again.

Update the ticket and reenable the powercode portal access.

Need help enabling the portal access? click here. Enable Portal Access

Need help creating a ticket? Click here Ticketing Procedure

Need help escalating this? Click here Escalation Procdeure

Need to get back to the phone call tree? Click here Inbound Call