Here in the "hood" delinquent customers are just par for the course. If
there were 10% more we probably wouldn't have noticed.
We didn't shut anyone off for non-payment through the end of the summer,
and we gave people a lot of breaks. At some point you have to shut them
down or just give it away because if you're letting the balance build up
too long then they'll never be able to get back on top of it.
....I don't think we have any boilerplate to share. I'm pretty sure
each one got their own little conversation.
-Adam
On 1/5/2021 6:37 PM, Steve Jones wrote:
It's weird, I think we have had less delinquent customers than before
the pandemic.
On Tue, Jan 5, 2021, 12:50 PM Ken Hohhof <[email protected]
<mailto:[email protected]>> wrote:
Does anyone have a letter or other notice that you can share, that
you sent out to customers regarding nonpayment during the pandemic?
The FCC “pledge” went through June 30, 2020. Many large ISPs
extended things like late payments and overusage fees through the
end of the year, but many of those have expired now. Also it
seems that many people misunderstood the terms, that it was
voluntary not mandated by the government, and that customers were
supposed to contact the ISP about their financial hardship, not
just stop paying.
Most of our customers have paid as usual. A few have made
sporadic payments. Then there are the ones that just stopped
paying. A couple of those who were on higher speed plans I have
changed to a lower plan, one that should still allow their kids to
do Zoom classes and to watch one video stream in the evening. We
didn’t pledge to give them our highest speed plan for free.
The customers who haven’t contacted us about hardship, or made at
least partial payments, I want to send out some kind of notice.
Tony Fauci is saying we might see some normalcy by fall of this
year, some people are saying it’s going to be as long as until
2023, so we really don’t know. Fauci isn’t an economist, but I
would take his estimate as a best case, meaning we are looking at
another 6-9 months of nonpayers unless we start shutting them
off. Plus I assume most of them won’t be able to pay the past due
balance and we’ll have to write some of it off. We do cash not
accrual based accounting, otherwise I would have written a whole
bunch of it off before year end for tax purposes. Just because we
sent an invoice doesn’t mean we got paid.
Anyway, anybody have an example of something you mailed or emailed
to customers, stuffed in bills, posted on your website, etc. on
this issue?
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