Quick Summary
- Find your service activation date before choosing a disconnect date. EMPOWER’s initial residential contract lasts 12 months, and ending service during that term carries a fixed $190 early termination fee, plus applicable taxes and fees.
- Call (434) 636-2274 Monday through Friday, 8 a.m. to 5 p.m., to request cancellation. (833) 787-2522 is EMPOWER’s published 24-hour support number.
- Have an authorized account contact make the request. EMPOWER requires callers to verify their authority before changing an account.
- Confirm the disconnect date, fee status, equipment inventory, return instructions, and a reference number during the call.
- EMPOWER bills in advance and prorates the last month of service.
- Return every EMPOWER-owned device under the account-specific instructions.
How to Cancel
Your activation date determines whether the cancellation costs an extra $190. Check your first bill or installation record before calling, then compare that date with the disconnect date you want. If the date is missing, ask the representative to read the activation date from the account before processing the request.
Call (434) 636-2274 Monday through Friday between 8 a.m. and 5 p.m. EMPOWER publishes this as its office contact, and its Terms describe phone verification for account changes. The company also publishes (833) 787-2522, or (833) RURALBB, for 24-hour support and lists it as customer support on current residential Broadband Facts labels.
The person calling must be an authorized contact. Have these details ready:
- Account holder name and service address
- Account number, if available
- Activation date or first bill
- Requested disconnect date
Ask the representative to confirm three groups of details before ending the call:
- Disconnect date, activation date, and whether the $190 fee applies
- Equipment assigned to the account, return method, and deadline
- Final-bill delivery, cancellation reference number, and any remaining account action
EMPOWER has offices at 100 Nellie Jones Road in Bracey and 11633 Highway 92 West in Chase City. Its Terms say an in-person visitor may be asked for photo identification before account information is discussed. Call first and ask whether the office can process a disconnection request before traveling there.
SmartHub is EMPOWER’s billing system. Use the published phone contacts for the cancellation request and ask the representative how the final statement and any automatic payment will be handled.
What It Costs
The initial residential contract runs for 12 months from service activation. A cancellation during that period carries a fixed $190 early termination fee, plus applicable taxes and fees. The contract then renews month to month at the current rate if the customer takes no action. The published $190 fee is tied to termination during the initial contract period.
Customers near the end of month 12 should compare the activation date and requested disconnect date before choosing the date. Ask whether moving the disconnection past the contract end changes the fee and whether EMPOWER can accept the later date. Get the answer and both dates recorded with the cancellation reference.
Monthly service is billed in advance, and EMPOWER’s Terms require proration for the first and last months. The final statement should reflect the confirmed disconnect date, though it may also contain other valid account charges. Review the line items for:
- Regular service through the disconnect date
- The $190 fee if the date falls inside the initial term
- Telephone charges, taxes, or regulatory fees
- A $15 late fee on an unpaid balance
- Charges connected to unreturned or damaged equipment
Paper billing costs $4 per month. If the last statement is delivered through SmartHub or paid automatically, ask the representative when it will post and whether any payment setting needs attention after the account closes.
Equipment Return
EMPOWER owns the equipment it installs at the service address. Its Terms identify the ONT, modem, cable, and electronic devices as company property. The fiber ONT includes an internal router and Wi-Fi, and EMPOWER provides it without an additional equipment fee.
The customer must safeguard that equipment and can be charged for damage outside normal use or wear. The Terms also make the customer financially responsible for failing to return EMPOWER equipment when service is disconnected or terminated.
EMPOWER’s Terms give no universal return deadline, method, location, or fixed non-return amount. Get the account-specific instructions during the cancellation call:
- Ask for the full equipment inventory, including the ONT, router-related equipment, power supplies, cables, and any other assigned devices.
- Photograph each device and its serial-number label.
- Confirm the return deadline and approved location or shipping method.
- Keep the drop-off receipt or tracking record.
Match the receipt to the inventory before considering the return finished. If an item stays mounted at the service address or requires technician removal, ask EMPOWER to note that instruction on the account.
After You Cancel
Check that service ends on the confirmed date. If it remains active, call with the cancellation reference and ask whether the account is still open.
When the final statement arrives, review each line instead of relying on the total. Compare the service period with EMPOWER’s last-month proration rule, then ask the company to identify any $190 fee, telephone or tax charge, late fee, or equipment charge by category. Use the activation date and disconnect date to question a contract fee. Use the equipment inventory, photos, and receipt to question a return charge.
EMPOWER’s Terms leave post-cancellation AutoPay handling unspecified. Ask how the final balance will be collected and watch the payment account until the final statement is settled.
Common Problems
| Problem | Solution |
|---|---|
| You cannot find a cancellation option in SmartHub | Call (434) 636-2274 during office hours to request the account change. Use (833) 787-2522 as the published 24-hour support alternate. SmartHub is documented for billing; use the phone contacts for cancellation. |
| EMPOWER says you owe $190 | Ask for the activation date and the disconnect date used to calculate the fee. The published $190 early termination fee applies during the initial 12-month term; service becomes month to month afterward. |
| You are close to the end of the 12-month term | Compare the requested disconnect date with the activation date before choosing the date. Ask EMPOWER whether moving the disconnect date past the term end changes the fee. Get the accepted date confirmed before changing your plans. |
| You do not know which equipment belongs to EMPOWER | Ask for the account’s equipment inventory, including the ONT, router-related equipment, power supply, cables, or other devices. EMPOWER’s Terms say installed equipment remains company property. |
| EMPOWER has not given you a return deadline or method | Request the exact deadline, return location or shipping method, and proof of return. Photograph labels and serial numbers and keep the receipt or tracking record. |
| The final bill does not match the confirmed disconnect date | Compare it with EMPOWER’s rule that the first and last months are prorated. Ask EMPOWER to identify service charges, the $190 fee, late fees, phone charges, taxes, or equipment charges separately. |
Final Checklist
- Verify the authorized account contact
- Find the service activation date
- Choose the disconnect date
- Call (434) 636-2274
- Confirm the $190 fee status
- Record the cancellation reference
- Request the equipment inventory and return instructions
- Photograph and return assigned equipment
- Save the receipt or tracking record
- Check the final bill and zero balance
The cancellation is finished when the final bill reaches zero and every assigned device is cleared from the account. Keep the reference number and return proof together until both results are recorded.