A reactivation fee is automatically generated when an account goes delinquent, and service is shut off. Fees can be waived if automatic payments are set up. For new customers or customers without previous reactivation fees, it can also be waived then.

If a customer calls in who is delinquent always encourage automatic payments. If the customer says we should have received their payment from bill pay or a mailed in check (Where is my Payment?) remove the fee, turn services back on and extend their grace period.

Utopia customers we do not receive a payment from are to be contacted via phone on the 16th - the date Powercode automatically sets the account “Delinquent”. If this date is a Sunday, then it will be on the 17th.

1. Create a ticket for every delinquent Utopia Customer to document the process
2. Attempt to reach the customer with each phone number on the account

If they are unreachable via phone, leave a voicemail AND send an e-mail to the address on file.

The phone call, voicemail and email should relay this information:

• The account is past due and will be shut off for non payment on the 18th
• Please contact us at 801-851-1770 to speak with billing to prevent this or discuss payment arrangements.

NOTE If the customer wishes to arrange a payment schedule, let them know we will need specific dates with specific amounts in order to keep the account active until paid up.

Let Aaron know if any customer that wishes to do this.

On the 18th of the month the account is to be deactivated by sending an email to noc@utopiafiber.com with the follow details for each delinquent account unless previous payment arrangements have been made.

• Name
• Address ID
• Address
• “Shut off for non payment”

After this has been done, attempt to reach the customer again over the phone and explain that the account has been shut off for non payment and they will need to contact Intellipop to reinstate services. Inform the customer that the account will be cancelled at the end of the month if no contact is made, as we assume they are no longer using the service.

If you are unable to reach the customer via phone, leave a voicemail with this information AND send an email with the same information.

Attempt a final, 3rd call and email to notify the customer that we are moving forward with account cancellation on the last business day of the month.

If we have had no contact or payment arrangement from a customer, the account will be cancelled for non payment before the end of the month.

If the customer wants to reinstate services the full balance must be paid.

THIS MUST BE DONE ON THE LAST BUSINESS DAY OF EACH MONTH IN THE MORNING

Send 1 email with all of the follow addresses CC'd

• noc@utopiafiber.com
• jtuatonga@utopiafiber.com

Send the following information in the email:

• Name
• Address ID
• Address
• Date for cancelation (This date MUST be the last business day of the month)

As such the account may still be active even though the customer account status is delinquent. An open ticket will be created once a customer has been shut off for verification of account status. The UTOPIA NOC has to be called to reactivate their account.

Remind customers that once services have been shut off, we have to contact UTOPIA to have them reinstated and so all payments made after services have been shut off need to be called in. We will disable the customer portal to prevent online payments being made. You may re enable the portal once payment has been made.

-After Payment message the chat that a UTOPIA sub needs to be reinstated with the customer ID. If you do not receive a response within 3 minutes, call the NOC to have the customer reinstated.

UTOPIA NOC-(801)613-3820 - Tell them your name and that you are with Intellipop. Give them the address ID, verify the customer name, and request that the customer be reinstated.

1. Within 7 Days of Deliquency, customers should be attempted to be contacted twice
2. Open a ticket to document contact attempts
3. Between 7-14 Days with no contact, send customers a Delinquent E-mail
4. If no contact is made after 14 days turn the account to Not Active and Schedule a disconnect for the next business day.

1. Open a delinquency ticket within 24 hours of delinquency
2. Attempted to call the subscriber and let them know the account is past due and if no payment or payment arrangements are made the service will be shut off in 48 hours.
3. If you get a voicemail, also send an e-mail with a 48 hour heads up.
4. If there is no contact with the customer within 48 hrs, open a support ticket in the CRM to suspend the customer.