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

Advise the customer to leave the POE in a ziploc/plastic bag on the porch. We know that moving is stressful and we try to make uninstalls as easy as possible and the customer does not nee to schedule a time to be home for the disconnect. The Technician will pick up the POE from the porch when they come to collect the dish.

As a final note for the ticket we ask all exiting customers what we could have done to improve their experience with us. Note any improvements we could have made in the ticket.

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.

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.

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.