12-Month Contract

• Available on: All postpaid plans
• Benefits: Lower monthly commitment, more flexibility
• Pricing: Typically $5-10/month higher than 24-month
• Early termination fee: $15 per month remaining
• Best for: Customers wanting flexibility or uncertain about long-term needs

24-Month Contract

• Available on: Standard, Premium, and Unlimited plans
• Benefits: Lower monthly rate, better promotional offers, device installments
• Pricing: Best monthly rate available
• Early termination fee: $15 per month remaining
• Best for: Customers committed to service, wanting best pricing
• Required for: Device installment plans

No Contract (Month-to-Month)

• Available on: Select plans and prepaid
• Benefits: Maximum flexibility, cancel anytime
• Pricing: Highest monthly rate
• Early termination fee: None
• Best for: Customers wanting no commitment
• Limitations: No device installments, fewer promotions

12-Month Contract

• Available on: All fiber and cable plans
• Installation: Free professional installation
• Equipment: Free router rental included
• Early termination fee: $15 per month remaining

24-Month Contract

• Available on: All plans
• Benefits: Lower monthly rate, better promotions, premium equipment
• Installation: Free professional installation + premium setup
• Equipment: Free premium router or mesh system
• Early termination fee: $15 per month remaining

No Contract

• Limited availability
• Pricing: $20/month higher than contract pricing
• Installation: $99 installation fee
• Equipment: $10/month router rental
• Best for: Short-term residents, uncertain situations

Standard Formula

ETF = $15 × Number of Months Remaining

Examples

Situations Requiring ETF Payment

• Cancelling service before contract end
• Downgrading to incompatible plan mid-contract
• Porting number out to another carrier
• Service suspended for non-payment beyond grace period
• Account closure before contract completion

Situations Where ETF Waived

• Moving to area with no service coverage (proof required)
• Death of account holder (death certificate required)
• Military deployment (orders required)
• Service quality issues not resolved (documented escalation required)
• Company policy change affecting service significantly
• Upgrade to higher-tier plan (no penalty for upgrade)

When ETF is Charged

• Appears on final bill after service cancellation
• Due within normal payment terms (15 days from bill date)
• Can be prorated if service used partial month
• Separate from any device balance owing

Payment Options

• Full payment with final bill
• Payment plan available (for amounts over $200, max 3 months)
• Credit card on file will be charged
• Cannot waive ETF without valid exception reason

12-Month Installment

• 0% interest financing
• Available with any postpaid plan
• Monthly device payment + plan fee
• If service cancelled: Remaining balance due immediately
• Credit check required

24-Month Installment

• 0% interest financing
• Requires Standard plan or higher
• Requires 24-month service commitment
• Monthly device payment + plan fee
• If service cancelled: Remaining balance due immediately
• Credit check required

Voluntary Payoff

• Customer can pay off device anytime
• No penalty for early payoff
• Remaining balance calculated
• Payment processed immediately
• Device ownership transfers to customer
• Service contract continues (ETF still applies if service cancelled)

Required Payoff (Service Cancellation)

• If service cancelled mid-installment plan
• Remaining device balance due immediately
• Charged on final bill
• Separate from ETF (both charges apply)
• Example: Cancel with 12 months left on $1,200 device = $600 due

Early Upgrade Options

• After 12 months: Eligible for early upgrade
• Requirements: - Pay off 50% of device value - Trade in current device (in good condition) - Sign new 24-month agreement
• Remaining balance waived if device traded
• Promotional option: Varies by campaign

Standard Upgrade

• After device fully paid off
• Or after 24 months with trade-in
• No remaining balance
• Can start new device installment

During Contract

• Allowed: Yes, anytime
• Effective: Immediately
• Pro-rated: First month pro-rated
• Contract: Existing contract continues (no change to end date)
• ETF: No penalty for upgrading
• Promotional credits: Usually continue

Example Upgrade Scenario

Customer on Standard plan ($49/month), 12 months into 24-month contract:

• Upgrades to Premium plan ($79/month)
• Effective immediately
• First month pro-rated: $49 for days used + $79 for remaining days
• Contract end date: Unchanged (12 months remaining)
• ETF if cancelled: 12 × $15 = $180 (unchanged)

Out of Contract

• Allowed: Yes
• Effective: Next billing cycle
• No fees or penalties
• Promotional credits: May be lost (check specific promotion terms)
• Device installment: Must be compatible with new plan

During Contract

• Allowed: Only if paying ETF or moving to compatible plan
• Options: - Pay ETF and downgrade - Wait until contract end - Upgrade instead (no penalty)
• Some downgrades allowed: Premium to Standard (if both on same contract tier)
• Downgrade to incompatible plan: Requires ETF

Example Downgrade Scenario

Customer on Premium plan ($79/month), 8 months into 24-month contract:

• Wants to downgrade to Standard ($49/month)
• Options: - Pay ETF: 16 × $15 = $240, then downgrade - Wait 16 months until contract ends - Keep Premium until contract ends, then downgrade (no fee)

Impact on Promotional Pricing

• Upgrading: Usually keeps promotional pricing
• Downgrading: Often loses promotional pricing
• Plan required by promotion: Must maintain to keep credits
• Check specific promotion terms before changing

Promotional Bill Credits

• Tied to specific plan tier
• If plan requirement not met: Credits stop
• Already-applied credits: Not clawed back
• Future credits: Forfeited
• Example: "Free device with Premium plan" - downgrade to Standard = lose remaining device credits

Process

1. Customer requests cancellation
2. Verify customer identity
3. Check contract status and calculate fees
4. Attempt retention (if appropriate)
5. Explain all charges: - ETF (if applicable) - Remaining device balance (if applicable) - Pro-rated current month charges - Any unpaid prior balance
6. Customer confirms cancellation
7. Process cancellation in system
8. Provide cancellation confirmation and reference number
9. Explain final bill timeline

Effective Date

• Immediate cancellation: Within 2-4 hours
• Scheduled cancellation: On specified date (up to 30 days)
• Port-out: Automatically upon port completion
• Non-payment: After final suspension grace period

Components

• Pro-rated charges for current partial month
• Any unpaid balance from previous months
• Early termination fee (if applicable)
• Remaining device installment balance (if applicable)
• Equipment charges (if not returned)
• Any final adjustments or credits

Timeline

• Generated: Within 3-5 business days of cancellation
• Sent: Via email and postal mail
• Due: 15 days from bill date
• Payment: Required in full (no installment for final bill)

Example Final Bill

Customer cancelled on day 15 of billing cycle:

• Plan charge (pro-rated): $49 ÷ 30 × 15 = $24.50
• ETF (18 months left): 18 × $15 = $270
• Device balance (12 months left at $40/month): $480
• Previous unpaid balance: $0
• Total final bill: $774.50

Moving Within Coverage Area

• No penalty or fee
• Update service address
• Contract continues normally
• Broadband: May need new installation ($99 if not free)

Moving Outside Coverage Area

• ETF waived if no coverage at new location
• Requirements: - Proof of address (lease, utility bill)
- Coverage check confirms no service - Must be permanent move (not vacation)
• Process: - Submit relocation waiver request - Provide documentation - Wait 3-5 business days for approval - Service cancelled without ETF if approved

ETF Waiver for Service Members

• Federally mandated waiver
• Requirements: - Active duty military orders - Deployment to location without service - Or deployment duration makes contract impractical
• Process: - Submit military orders (official copy) - Verify service member identity - ETF waived upon verification - Device balance still due (unless special program)

Account Closure

• ETF waived upon proof of death
• Requirements: - Death certificate (official copy) - Proof of executor/next of kin - ID of person handling estate
• Device balance: Still owed by estate
• Process: - Submit documentation - Escalate to special services team - Handle with sensitivity and compassion - Allow 5-10 business days for processing

ETF Waiver Due to Persistent Issues

• Rarely granted - high bar to meet
• Requirements: - Documented service issues over extended period - Multiple attempts to resolve - Technical team unable to resolve - Customer gave reasonable time for resolution - Escalated to management
• Process: - Review complete ticket history - Verify all resolution attempts documented - Manager/supervisor decision required - May offer credits instead of waiver

Required Disclosures

• Contract length and end date
• Monthly recurring charges
• One-time fees
• Early termination fee amount
• Device installment terms
• Total commitment amount
• Promotional terms and expiration

Customer Acknowledgment

• Written or electronic signature required
• Customer receives copy of agreement
• Terms emailed to customer
• 14-day cooling-off period (can cancel without penalty)

Reminders

• 60 days before contract end: Notification of upcoming end
• 30 days before: Reminder with upgrade options
• Contract end date: Notification that contract has ended
• Options presented: Renew, upgrade, continue month-to-month

Notification Requirements

• 30 days advance notice for material changes
• Notification via email and bill message
• Customer right to cancel without ETF if disagrees
• Must be offered alternative if service discontinued