If a customer calls in to cancel Utopia services, first ask the last date that they want service.

If the customer wants to cancel service as of today you will need to

• 1) Change The Status To Not Active

• 2) Send A Cancelation Order To Utopia

• 3) Open A Ticket

• 4) and ask the exiting question “What could we have done to improve the experience for you?

• 5) Document the reasons the customer is leaving and any relevant notes (service was bad, moving, etc)

If they want to cancel service as of a future date you will need to

• 1) Send A Cancelation Order To Utopia

• 2) Open A Ticket

• 3) and ask the exiting question “What could we have done to improve the experience for you?

• 4) Document the reasons the customer is leaving and any relevant notes (service was bad, moving, etc)

• 5) Be sure to include the date of the cancelation and the date you scheduled the disconnect for in your ticket.

The modem that Utopia installed in the home will stay in the home.

Since we don't have any long term contracts, the customer is free to cancel at any time. However, we do not prorate the final months bill unless they have given the 30 days notice required by our terms of service. If they have already paid for a full month we can not issue a refund. If the payment has not been made be sure to take any cards off auto pay, and note that the customer has requested a prorate. The billing team will finalize their last months bill.

Need to change the status to Not Active? Click here Change The Status To Not Active

Need to send a cancelation order to Utopia? Click here Send A Cancelation Order To Utopia

Need to create a ticket? Click here Ticketing Procedure

Need to escalate a billing issue? Click hereEscalation Procdeure