When a customer is calling in to cancel service you must first check to see if they are under contract. To see if they are under contract click on the Files tab on their account where you will see any contracts, the length of the contract and when it was signed. If they are in contract, in order to cancel service they will have to pay an early termination fee of $350 (pro-rated if close to the end of their contract).
As a rule, for DCB or Bertram, until we have received the equipment back or they have paid a recovery fee their account can not be closed and they will continue to be charged for service. We do not charge recovery fees on Optic Loop or XL Broadband as there is no location for them to return their equipment to. On these 2 networks as long as they have reached out prior to the end of the month (during business hours) we can set their account to close on the next billing day.
IF IT IS A PMP100 OR ELEVATED EPMP RADIO, WE DO NOT NEED IT RETURNED.
We have attached PDFs to the bottom of this page to send to customers that are specific to each of the networks.
On DCB & Bertram they can return the equipment to either 300 Industrial Dr., Random Lake WI 53075 or 2590 Triax Pkwy, Baileys Harbor WI 54202. If they choose to ship their radio they should only ship it to the Random Lake address as we can not receive mail in Baileys Harbor. When shipping the radio they should include the account name, number and physical address so that we can associate it with their account. They also need to send us the tracking number.
In circumstances where someone is moving in and may be interested in taking over service we can hold off on recovery or return of equipment, however if the new residents elect to not reach out for service the original customer is still responsible for returning our equipment.
—The section below this line is being considered for deletion since it duplicates what is in the PDFs—
Dear Bertram Internet Customer,
You have recently expressed interest in canceling service. We appreciate the business and the support you have given us. For more information on our cancellation procedure, see the “Terms of Service”, (Section 16).
Account Cancellation
- Submit a 30-day Notice of Cancellation. This is your official statement of cancellation. Include your first and last name, your address, the date, a short message expressing your desire to cancel, and a written or typed signature. Submit via email to support@bertramwireless.com, or US mail to:
300 Industrial Dr
Random Lake, WI 53075
If sending via email, please note it needs to come from the email address associated with the account. A phone call does serve as a 30-day Notice of Cancellation.
- We must receive the equipment back before the account can be closed. This consists of the roof-mounted antenna (some might call this a satellite dish) and the indoor power supply (plugs in from your router to the wall). We recommend you leave the plate on the surface it is attached to and remove only the radio. You may choose to mail your equipment to the address listed above, or bring the equipment to the address listed above during regular business hours. If you would prefer to have a technician pick the equipment up, we can schedule an appointment over the phone at 920-351-1023. The standard fee for an equipment pick-up is $50.00 (excluding tax) and must be paid prior to pick-up.
*We understand that a 30-day Notice of Cancellation means that you will be required to pay through another billing cycle. Exceptions can be made when equipment has been returned or an equipment pick up is scheduled and paid for prior to the 1st of the following month. If shipping equipment to us, please provide us with the tracking information to ensure account closure. The account will remain open and active until the equipment has been received. When shipping or dropping off equipment please include the account name and number with the equipment.
Any balance on the account must be paid in full before the account is closed. If the account carries a positive balance for 60 days, it may be eligible for collections. If you are currently under contract, and it is not within a month of your contract anniversary date, an Early Termination Fee applies. This will be either a $350 fee or the total amount of service charges for the remaining months of your contract.
Account Take Over / Transfer of Billing Responsibility
If you are moving and would like to have your service transferred to your new home, please call 920-351-1023 to schedule an equipment reinstall. If you are unable to take the service with you, and would like to avoid an Early Termination or Equipment Pick Up fee, you can see if the new homeowner would like to take over service. To accomplish this:
- You give us permission to transfer the account to the new homeowner.
- The new homeowner needs to set up an account in their name.
- When they are ready to take over service, they should call in to have the equipment transferred to their account, pay the prorated service for the month, and sign a new service agreement.
- If the new homeowner does not reach out to us to set up service then you are still responsible for either returning our equipment or paying the recovery fee for us to retrieve our equipment.