Quick summary
Your first task is to find out which cancellation procedure WWT accepts for your account. Call regular support at 715-231-2000 (local) or 888-247-2035 (toll free), both listed on the company’s contact page, and ask the representative to process the request or explain the required next step.
WWT’s published residential support material leaves the cancellation procedure account-specific. The call needs to establish that procedure along with the accepted end date, possible charges, equipment instructions, and final billing.
Name each WWT service individually, including internet, TV, and anything else on the account, and say which ones end and which ones stay. A request to cancel “my service” can leave the representative guessing which parts of a multi-service account should close.
Use the call to settle the accepted end date and the agreement behind any fee. Confirm the instructions for assigned equipment, the closing statement, and AutoPay. Keep the representative’s name, the call date and time, and any confirmation WWT provides until the account balance is settled.
How to cancel
Before you call, gather:
- Account number, account-holder name, and service address
- Requested end date and current bill
- Service order or promotion from signup
- Model and serial numbers from devices associated with WWT service
Those details let the representative match your request to the correct account and equipment records.
Call 715-231-2000 or 888-247-2035 during regular office hours when possible. WWT lists Menomonie hours as Monday through Friday, 7:30 a.m. to 5:00 p.m., and Eau Claire hours as Monday through Friday, 8:30 a.m. to 5:00 p.m. Its after-hours number is labeled for internet support, while the separate 24-hour listing is for emergency repair. Keep the account request on the regular support route.
State each service as ending or staying. WWT currently has residential internet and TV offerings, so a partial cancellation needs a precise readback. If another service stays, ask for its remaining package and price.
Choose the requested end date before the call, but treat it as a request until support accepts it. If WWT requires another step or a different date, ask the representative to explain what starts the process and when service charges stop. Record both the date you requested and the date WWT accepted. That distinction gives you a specific pair of dates to compare if the closing statement later covers a different period.
Before ending the call, confirm:
- Accepted end date and services ending
- Account term and source of any fee
- Assigned devices and return instructions
- Billing stop, final statement, credit, and AutoPay result
Write down the representative’s name and the date and time. Save any confirmation number, email, or other acknowledgment WWT provides. If the representative gives another cancellation step, record the exact action, destination, and deadline before relying on it.
If you are moving, ask whether the account can transfer before support closes it. WWT’s moving guide recommends contacting the provider before the move and explains that the process may pair cancellation at the current address with activation at the new one. Give support both addresses and ask whether WWT can serve the new location.
What it costs
The fee answer depends on the service order or promotion attached to the account. WWT’s current 1 Gig offer says “No Annual Contract.” That language belongs to that promotion and does not establish the terms of an older plan or a different package.
If the representative quotes a cancellation fee, ask for the service order or promotion that creates it, the term start and end dates, the amount, and the calculation. Compare that answer with the paperwork from signup or the most recent service change. A fee dispute should identify the exact agreement, dates, and amount that conflict with the account record.
Handle the final billing period separately from any cancellation fee. Ask when recurring billing stops, whether the final service period is prorated, how an existing credit will be handled, and when the closing statement should arrive. Record the paid-through date if the representative can provide it.
WWT’s account page supports payments, AutoPay signup, account updates, and service upgrades. Use the cancellation call to confirm what happens to AutoPay after the closing amount is set. WWT’s Auto Pay terms allow billed debits and credits for refunds or adjustments, so the last payment transaction should be checked against the final statement.
Equipment return
Current WWT internet offers include a router, and the residential internet page describes Smart Home WiFi as including a Home Gateway for customers to use. WWT’s TV support page also describes a set-top box. The devices assigned to the individual account determine which items may need to be returned or otherwise handled.
Ask the representative to read the assigned-device list, then compare it with the model and serial labels in the home. For each listed item, get the deadline, return method and destination, or instructions for company handling. Ask whether WWT will give you a receipt or other acknowledgment.
Resolve mismatches before handing over equipment. If WWT lists a device you cannot find, ask for its model and serial number. If you have a device that does not appear on the account, ask WWT to identify ownership and whether it should be returned.
Photograph each returned device and its label. If WWT provides a receipt or other acknowledgment, keep it with the closing statement. The photos identify what you handled, while a receipt can document when and where you handed it over.
Leave fixed, wall-mounted, wired, or exterior equipment in place unless WWT specifically instructs you to remove it. Ask support to classify those items for customer return or company handling before changing installed equipment.
After you cancel
Check the account on the accepted end date to see whether WWT applied the request as confirmed. If the result differs, call regular support with the original request details.
Compare the closing statement with four records from the call: the accepted end date, the agreement details behind any fee, the assigned-device list, and the explanation of the final payment and AutoPay. Look for service charges beyond the confirmed period, a fee tied to the wrong agreement, an equipment charge for a returned device, or a credit that differs from the stated amount.
If one service remains, compare its first post-cancellation charge with the package and price from the representative’s readback. A partial cancellation can change which services appear together on the account, so check the continuing service separately from the closing charges for the canceled service.
Check the payment account after the final transaction posts. Match the debit or refund to the closing statement. If the records differ, give WWT the exact conflict and request a corrected statement, balance, or refund. Keep the call notes, any equipment receipt, final statement, and payment record together until the balance is settled.
Common problems
| Problem | Solution |
|---|---|
| Support cannot find the cancellation request | Give the prior representative’s name, call date and time, requested end date, and any confirmation. Ask support to reconstruct the order, identify the accepted end date, and correct charges tied to the missing order. |
| A fee appears even though you expected no contract | Ask which signed service order or promotion creates the fee, the term dates, and the calculation. The current 1 Gig offer does not establish the terms of every account. |
| The wrong service is disconnected or repriced | Restate internet, TV, and any other services on the account as ending or staying. Ask for the remaining package and price to be read back. |
| WWT’s device list does not match the home | Read model and serial labels to support. Ask who owns each mismatched device and what to do with it before handing anything over. |
| Returned equipment is still charged | Provide any return receipt plus the model and serial details. Ask WWT to review the device record and correct the balance if the charge is wrong. |
| The final statement or AutoPay result differs from the call | Compare the statement and payment transaction with the confirmed end date and representative explanation. Give WWT the exact mismatch and request a corrected statement, refund, or balance. |
Final checklist
- Find the current bill and service order
- Choose the requested end date
- Copy device model and serial numbers
- Call 715-231-2000 or 888-247-2035
- Save the accepted end date
- Confirm the agreement behind any fee
- Match assigned devices to instructions
- Keep any equipment return receipt
- Review the closing statement
- Match the final AutoPay transaction
- Confirm a zero balance or refund
A clean paper trail gives you leverage if the closing bill is wrong. Point to the accepted date, fee explanation, or device record that conflicts with the charge and ask WWT to correct that line.