Customers are free to change their packages at any time. Here are the procedures for changing the customers package. If the customer is considering upgrading but isn't sure if they need it, they are welcome to have a 1 week trial on the upper package. If they do not want it after the week trial is over, all they have to do is call in and have their package bumped back down. Be sure to remove any prorated upgrade charges when they do this.

Package downgrades do not need any review and can be done at any time.

Upgrading from basic to classic-

This can be done at any time and does not need to be reviewed

Upgrading from Classic to Premium-

The premium package is not available at every address, and is not needed by everyone.

First ask why they want to upgrade and make sure they are not having any current speed issues.

If they are having any speed issues we want to fix the current issue. We do not want to charge customers for a package that they do not need. Wait 48 hours after the issue has been resolved to see if that has completely fixed their issue. Then follow up to see if they still want/need the premium package.

To check for premium availability you will run a wireless link test on the radio. If you get 45+ Mbps on the wireless link test, you are good to upgrade the customer to premium. Under 40 will need to be sent for administrative review to see if it can be improved and made available.