If a customer wishes to cancel service, begin by asking “What date would you like to end services at?
If the customer wants to cancel service today you will need to
If they want to cancel service on a future date you will need to
Advise the customer to leave the POE in a ziploc/plastic bag on the porch and a technician will pick it up and remove the antenna. We know that moving is stressful and we try to make uninstalls as easy as possible, the customer does not need to be home for the disconnect.
Do not schedule a specific time with the customer. The Technician will pick up the POE from the porch when they come to collect the antenna. We are not able to predict the exact time or even a window.
Intellipop cannot 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 partial or full refund. If a final 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.
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. The customer is responsible for all equipment until it is returned.
Need to change the status to Uninstall? Click here Change Status To Uninstall
Need to schedule an uninstall? Click here Schedule A Disconnect
Need to create a ticket? Click here Ticketing Procedure
Need to escalate a billing issue? Click hereEscalation Procdeure