Quick summary
Conexon Connect can add a $500 leased-equipment fee when issued equipment remains outstanding 15 days after disconnection. Its customer FAQ says the charge is removed after the equipment is returned and confirmed received, but that correction can leave you carrying the balance while the return is traced. Plan for delivery by day 15 and leave enough time for UPS transit.
Conexon Connect operates the broadband service offered through the Escambia River Electric Cooperative partnership. Official materials call the network “Connect, powered by Escambia River Electric Cooperative.” Keep the broadband cancellation inside the Conexon Connect account even if your electric service also comes from EREC.
- Call (844) 542-6663 or use the broadband member portal under Request Help, then Cancel Service.
- Get an accepted deactivation date and a record of the services ending.
- Request the assigned-device list and an instruction for each item.
- Have required equipment delivered within 15 days of disconnection.
- Keep shipping proof until every device clears and the final balance is settled.
Current residential service requires no contract. Final billing still needs an account-specific calculation because monthly charges are paid in advance and responsibility for service continues until deactivation.
How to cancel
Start with four groups of information: account details, the requested end date, affected services, and equipment labels. Have the account number, service address, account-holder information, recent bill, and a list of internet, voice, or other add-ons in front of you. Photograph the model and serial label on each Conexon Connect device while everything is still installed.
The current terms and conditions authorize two cancellation routes:
- Call (844) 542-6663.
- Sign in to the broadband member portal, open Request Help, and select Cancel Service.
A phone call also gives you a chance to start the equipment return immediately. Conexon Connect’s billing and equipment FAQ says the company emails return instructions and a UPS label after a disconnect call. Verify the email address during the conversation and ask when the label should arrive.
For a portal request, save the submitted text, date, and response. Treat the request as open until Conexon Connect supplies an accepted deactivation date. Call (844) 542-6663 and reference the portal submission if the response lacks that date.
Finish either route with four confirmations:
- Accepted deactivation date and services ending
- Assigned devices and the instruction for each one
- Return-label delivery and the 15-day deadline
- Paid-through date, final-statement timing, and AutoPay handling
Ask separately about an ONT or any wall-mounted fiber hardware. The correct handling depends on whether Conexon Connect classifies the device as inside equipment for customer return or outside equipment for company removal.
EREC’s electric-service portal and member-service numbers handle the cooperative utility account. The published broadband cancellation channels are Conexon Connect’s phone number and broadband portal, so keep the request and confirmation there.
What it costs
Conexon Connect’s current service FAQ says residential service requires no contract. A residential customer who is quoted a termination charge should ask for the exact charge name and the account document that authorizes it. Business service does require a contract, and the executed business agreement controls its termination terms.
Several closing charges can exist on a no-contract residential account. Service remains billable until the account is deactivated. An earlier unpaid balance stays due. Damaged or outstanding equipment can create a separate charge. Ask the representative to label each amount as service, an unpaid balance, equipment, or a termination charge, then request the account document behind any termination charge.
Monthly service is billed in advance. The billing FAQ calculates partial-month charges by dividing the monthly charge by 30 and multiplying that daily rate by the number of days in the partial period. Get the calculation for your own closing statement, including:
- Paid-through date and accepted deactivation date
- Service dates on the final statement
- Expected credit or remaining service charge
- Outstanding balance and equipment charges
- Closing-statement date and AutoPay result
Write down the figures during the cancellation contact. When the statement arrives, compare its dates and line items with that calculation. An advance payment that extends past deactivation needs a specific credit answer from Conexon Connect. The partial-month formula explains how billed days are calculated.
Equipment return
The customer FAQ and the terms describe the 15-day return window from different starting points. The terms give customers 15 days after receiving the return label to return inside equipment. The FAQ says equipment must be received within 15 days of disconnection and adds a $500 leased-equipment fee when that deadline passes. Use the earlier disconnection date as the working clock and plan for the package to arrive by day 15.
The assigned-device list decides what belongs in the shipment. Official examples include optical network terminals (ONTs), GigaSpire routers, mesh units, cables, and accessories. Ask Conexon Connect to read the inventory from the account, then match each entry to the model and serial label in your home.
Installed fiber equipment needs a device-specific answer. The terms treat outside equipment as company-removal equipment and inside equipment as customer-return equipment. An ONT may appear in either category. Leave wall-mounted or outside hardware in place until Conexon Connect gives you a return, leave-installed, or company-removal instruction for that device.
Once the UPS label arrives, work backward from delivery. A package accepted by UPS near the end of the window may arrive after day 15. Ship early, keep the carrier receipt, and save the tracking record through delivery.
Photograph the model, serial number, and condition of every device before packing it. Include the accessories Conexon Connect assigned to the return. Those images connect the physical equipment to the account inventory if the warehouse clears only part of the shipment.
UPS delivery completes the shipment. Account clearance completes the return. After tracking shows delivery, contact Conexon Connect and ask it to confirm that every assigned device has been received and cleared. Keep the response with the carrier receipt and serial-number photos.
If a $500 leased-equipment fee appears, send the carrier acceptance record, tracking and delivery proof, and device photos. The FAQ states that the fee is removed once the equipment is returned and confirmed received. The correction should name each cleared device and state the new balance.
After you cancel
Check the account on the accepted deactivation date. Confirm that the services listed in the cancellation record ended on schedule. Report a date or service-scope mismatch to Conexon Connect with the saved confirmation.
Follow the return through two statuses: carrier delivery and account clearance. The tracking page proves arrival at the destination. Conexon Connect’s account record shows whether each assigned device was credited. Follow up while the photos, label, and shipment record are easy to retrieve.
Read the closing statement against the same records:
- Match billed service dates to the accepted deactivation date.
- Match a credit or remaining charge to the paid-through date and calculation.
- Match equipment line items to the cleared device inventory.
- Match the final payment to the AutoPay handling you recorded.
Use the cancellation confirmation for a date dispute, the itemized billing calculation for a service-charge dispute, and the serial photos plus shipping proof for an equipment dispute. Keep the records until the account shows every device cleared and a settled balance.
Common problems
| Problem | Solution |
|---|---|
| The portal route is hard to find | Sign in to the broadband member portal, open Request Help, choose Cancel Service, and save the submission. Call (844) 542-6663 if the response lacks an accepted deactivation date. |
| The return label is missing | Call (844) 542-6663, restate the disconnection date and 15-day receipt clock, verify the email address, request another label or documented instruction, and save the contact record. |
| The assigned list differs from the equipment at home | Ask for the assigned-device list, match model and serial labels, and get a return, leave-installed, or company-removal instruction for every device. |
| You are unsure whether to remove the ONT | Leave fixed or outside hardware in place until Conexon Connect classifies it. Pack only equipment assigned to the UPS return. |
| A residential ETF is quoted | Ask for the charge name and controlling account document. The current FAQ says residential service requires no contract, while business service does. Separate service, equipment, and unpaid-balance charges. |
| A $500 leased-equipment fee appears | Send the carrier receipt, tracking and delivery record, and serial photos. Ask Conexon Connect to confirm device-level receipt, remove the fee, and state the corrected balance. |
| The final bill conflicts with the end date | Request the accepted deactivation date, paid-through date, billed service dates, credit calculation, outstanding balance, and AutoPay result. Dispute the exact line item that conflicts with the record. |
| EREC and Conexon contact routes are being confused | Use Conexon Connect’s broadband number or member portal for this account. Keep EREC electric-service contacts for the cooperative utility account. |
Final checklist
- Choose the requested deactivation date
- Inventory services and assigned devices
- Call or submit the portal request
- Save the accepted deactivation date
- Confirm label delivery and device instructions
- Photograph models, serials, and condition
- Ship required equipment promptly
- Keep carrier and tracking proof
- Verify account-level equipment clearance
- Reconcile the final statement and AutoPay
- Confirm a settled account balance
The cancellation record should end with three matching results: Conexon Connect’s accepted deactivation date, a cleared device inventory, and a final statement with a settled balance. Any mismatch points to a specific record and a specific correction, instead of a general account dispute.