How to Cancel Firefly Fiber Broadband

Quick summary

• Return the company-provided wireless router under Firefly’s instructions. Leave the ONT installed.
• Call Firefly Fiber Broadband Customer Service at (833) 473-3591, option 1, Monday through Friday from 8 a.m. to 5 p.m., and request cancellation.
• Current Firefly Light and Firefly Flash residential plans are month to month with no contract and no early termination fee.
• Get the accepted service end date, affected services, cancellation reference, and assigned-device list during the call.
• Ask for the router return deadline and method, final-bill calculation, and AutoPay handling. Firefly publishes no universal router deadline or final-period internet proration rule.
• Firefly Voice follows a separate agreement that requires 30 days’ written notice from the customer.

How to cancel

Firefly gives its two installed devices opposite instructions when service ends: the router goes back and the ONT stays in place. Bring that equipment split into the cancellation call so the representative can match each device to your account.

Start in the customer portal. Firefly documents the portal for balances, billing history, payments, AutoPay, and e-billing. Use it to collect:

• Account holder, account number, and service address
• Current balance, latest bill, and requested service end date
• Services on the account, including Firefly Voice

Walk through the home and note the company router, the ONT, and any Whole Home Wi-Fi or Voice equipment. A photo of each label will make the equipment conversation more precise.

Call (833) 473-3591 and choose option 1. Firefly lists Customer Service hours as Monday through Friday from 8 a.m. to 5 p.m. Tell the representative which residential services you want to end and the date you want service to stop.

Ask for three groups of details before the call ends:

• Accepted end date, affected and retained services, and a cancellation or order reference
• Assigned devices, router return deadline and method, and the instruction to leave the ONT installed
• Paid-through date, final-statement timing, and AutoPay handling

Record the representative’s name and call time if Firefly does not issue a reference number. A clear readback gives you a record to compare with the final bill and equipment status.

Firefly Voice needs a separate step. The residential Voice agreement runs month to month and requires 30 days’ written notice from the customer to terminate. Ask Customer Service to confirm the notice method, delivery address, and effective date for your account. Keep delivery and receipt proof with the cancellation reference.

What it costs

Firefly’s current residential plans describe Firefly Light and Firefly Flash as month-to-month service with no contracts or early termination fees. The official Broadband Facts labels also say the monthly price requires no contract and list the early termination fee as None.

Ask for the service and agreement behind any termination charge quoted on the account. The current advertised internet plans carry a $0 ETF. Firefly Voice and any other account-specific service follow their own terms.

The internet terms list two separate $25 charges:

• A returned-payment fee when a payment fails
• A reconnection fee when service is restored after a nonpayment disconnection

If either $25 charge appears, ask the representative to identify the failed payment or reconnection that triggered it.

Final-period internet billing needs an account calculation. Firefly’s internet terms say monthly billing starts after installation and connection, and payment is due 15 days from the invoice date. The terms leave final-period residential internet proration undefined. Ask for the paid-through date, service dates on the closing statement, final statement timing, and every expected credit or remaining charge.

Firefly Voice uses another billing schedule. Its agreement bills usage-based service for the prior month and recurring monthly charges in advance for the current month. Its only stated pro-rata example concerns new services added during the prior month. Ask for the Voice end date and final line items. A partial-month credit requires account confirmation.

Equipment return

Cancellation separates Firefly’s two standard installation devices. The company-provided wireless router must be returned, or Firefly may charge a fee. The ONT should stay installed, and Firefly says no fee will be charged for that device.

Leave the ONT mounted and avoid disconnecting the fiber. If Firefly says a technician needs access to installed equipment, confirm the appointment and the devices the technician will handle.

The router needs account-specific instructions. Firefly’s public internet terms leave four details open:

• Calendar return deadline
• Drop-off location or shipping method
• Possible non-return fee
• Proof Firefly will accept

Get all four during the cancellation call. If Firefly gives instructions later, save the written version and use the latest accepted deadline.

The account inventory may extend beyond the main router. Managed Wi-Fi comes with residential service, and Whole Home Wi-Fi is optional. Customers with Voice may have additional equipment. Ask the representative to read the assigned-device list and classify each router, extender, mesh unit, power supply, or Voice device as return, keep, or leave installed.

Photograph the label, serial number, and condition of every portable item Firefly wants returned. Keep a dated drop-off receipt or the carrier’s acceptance and tracking record, then ask Firefly to confirm account clearance for each serial number. Follow up with the records if a returned device remains open.

After you cancel

Check whether service stops on the accepted end date. If it remains active, call Customer Service with the cancellation reference and ask for the account status.

Read the final bill against the record from the call:

• Accepted service end date and billed service dates
• Paid-through date and any stated credit
• Returned-payment, reconnection, or equipment charges
• Router and other assigned-device status
• Final payment and AutoPay handling

Ask Firefly to identify the agreement, service, device, or payment event behind a disputed line item. Use the cancellation reference for a date problem and the serial-number photos plus return proof for an equipment problem.

Track the router through two checkpoints: delivery or drop-off, then account clearance. Save both records until the final balance reaches zero. Ask whether AutoPay will collect the final amount and whether the saved payment method needs any action after the closing statement posts.

Common problems

Final checklist

• Gather the account number and latest bill
• Choose the requested service end date
• Call (833) 473-3591, option 1
• Record the accepted date and reference
• Confirm the Firefly Voice notice, if applicable
• Request the assigned-device list
• Return the router and leave the ONT installed
• Save serial photos and return proof
• Verify equipment clearance and a zero balance

The account is closed cleanly when four records agree: Firefly’s accepted service end date, the router’s cleared status, the ONT still installed at the property, and a final balance of zero. Keep the reference number and return proof together until the service, equipment, and billing results are settled.