How to Cancel AcenTek Service

Quick Summary

• Call 888-404-4940, option 2, to cancel or change AcenTek service
• Customer Service hours are Monday through Friday, 8:00 a.m. to 4:30 p.m.
• AcenTek says service changes cannot be handled by email, so start the disconnect by phone
• Return required AcenTek equipment within 10 days after termination to avoid replacement cost or a non-return fee
• Early termination fees are account-specific: some broadband arrangements have no ETF, while a public DSL tariff describes a three-year term charge
• Final billing is prorated for part-month use and can run through the later of the termination date or the actual disconnection date
• Before ending the call, confirm the disconnect date, term status, final-bill rule, equipment list, return method, and return deadline

How to Cancel

Call AcenTek Customer Service at 888-404-4940, option 2, and ask to disconnect service. Use that same path if you are canceling internet, video, voice, or a bundle.

For service changes, AcenTek directs customers to Customer Service by phone. Use the contact form or email for follow-up after the cancellation call, not for the disconnect request itself.

Option 1 on the same phone number reaches 24/7 Technical Support. Use it for service trouble. For a disconnect request, start with Customer Service during business hours.

Before you call, have:

• Account holder name and service address
• Account number or recent bill
• Services you want closed: internet, video, voice, or the full bundle
• Preferred disconnect date
• Photos or a quick list of AcenTek equipment in the home
• Moving date, if you are leaving AcenTek’s service area

Before you hang up, confirm:

• Effective termination date
• Actual disconnection date, if different
• Whether any minimum term, promotion, or waived installation charge applies
• How the final bill will be prorated
• Full equipment list and return instructions
• Return deadline and receipt or tracking method
• Representative name and any confirmation or reference number

No checked AcenTek source guarantees a cancellation confirmation number. Ask for a reference number anyway, then write down the date, time, and representative name yourself.

What It Costs

Your last AcenTek bill can include regular service through the disconnect date, taxes and fees, unpaid balance, equipment charges, and any account-specific term charge.

Pin down two dates on the call. AcenTek’s terms say the customer pays for service and equipment through the later of the effective termination date or the date service is disconnected. They also say part-month use is prorated. If the representative gives you a termination date and a later disconnection date, ask which one controls the final bill.

Early termination fees need an account-specific answer. The broadband disclosure gives a no-ETF signal for certain service arrangements. The account still needs a term check because the public DSL tariff describes a charge for a three-year DSL term.

A public AcenTek DSL tariff describes the account type to watch for: if a customer commits to DSL under a three-year term and cancels early, the early termination charge equals the number of months remaining in the term multiplied by the monthly rate under that three-year agreement. The same tariff says a waived installation charge can be reinitiated after early withdrawal.

Ask the representative to check for:

• Minimum service term
• Promotional commitment
• Waived installation charge
• Older DSL term agreement
• Business or customized service agreement
• Equipment charge tied to the disconnect

If a charge appears, ask AcenTek to name the category before you accept it as a cancellation penalty.

Equipment Return

Handle equipment before the call ends. AcenTek’s terms define company equipment broadly, including gateways, remote controls, high-speed wire, the modem unless purchased separately, router, and certain software needed to receive service.

Video customers should also ask about set-top boxes, remotes, power cords, and accessories. If AcenTek installed or assigned it to your account, get explicit return instructions.

AcenTek equipment must be returned within 10 days after termination. If equipment is still missing after that window, the account can be charged actual replacement cost or a non-return fee.

Ask AcenTek for:

• Every device assigned to the account
• Serial numbers or identifying details, if available
• Return method and return location
• Calendar deadline
• Receipt, tracking number, or written confirmation

Photograph the equipment and serial numbers before returning anything. Keep the receipt or tracking record until the final bill closes with no equipment balance.

After You Cancel

Check that service stops on the confirmed date. If internet, video, or voice service remains active after the disconnect date, call Customer Service with your notes from the cancellation call.

Review the final bill for:

• Service billed past the confirmed disconnection date
• Term or early termination charges
• Reinstated installation charges
• Taxes, fees, and prior unpaid balance
• Equipment replacement or non-return fees
• A bundle service that stayed active by mistake

Use written follow-up for disputes after the cancellation call. AcenTek’s terms require disputed invoice items to be raised in writing within 30 days of receipt unless applicable law gives more time. Its regulatory page says AcenTek will contact customers about service or bill complaints within 10 business days or less after receiving the complaint details and contact information.

Common Problems

Final Checklist

• Call 888-404-4940, option 2
• Confirm the termination date
• Confirm the disconnection date
• Ask about term or ETF status
• Check for waived installation charges
• Get the final-bill rule
• Request the equipment list
• Confirm the 10-day return deadline
• Return equipment with proof
• Save call notes and confirmation details
• Review the final bill
• Dispute incorrect charges in writing