Only follow these instructions if you are either (a) cancelling ALL of your Multi-Link services or (b) cancelling a whole product category and keeping other Multi-Link services.

If you are just cancelling a voice mailbox, an email address or a phone line, these minor service adjustments can be handled verbally with Customer Service. Call 303 831 1977.

Many Companies will make it as difficult as possible to leave their service, and will cause delays and difficulties throughout the process. Rest assured, at Multi-Link we will do everything we can to make your service transfer as seamless as possible.

CONTRACT STATUS
In some cases you have signed a term contract with Multi-Link. Once that term has expired, services are provided on a month to month basis and can be cancelled on 30 days notice.

During a contract we will normally be happy to reorganize services to suit you, provided that, overall, we make the same amount of money from your contract. Just tell us what you would like to do and we will tell you if there are any contract implications.

If you are cancelling most (or all) of your services while under a term contract, please make sure you have read your contract and understand the termination charges that will apply. These charges, together with any outstanding balances will be due on your next invoice.

WRITTEN NOTICE OF CANCELLATION
We require written notice of cancellation to avoid any misunderstandings. Letter, email and fax are all acceptable forms of written notification. By far the best way is to download this two page form which gives us clear instructions.

WE DO NOT ACCEPT CANCELLATION INSTRUCTIONS FROM THIRD PARTIES
In the Telecom industry “slamming” is common. Long experience has told us that even the biggest and most respected on companies are guilty of slamming. Therefore we will only accept cancellation instructions from you.

RETURN OF SOFTWARE AND/OR EQUIPMENT
If you are cancelling services where we have installed equipment and/or software in your office, your contract requires you to return this to us or pay the replacement cost. In some cases even greater penalties apply.

TAXES FROM YOUR NEW PROVIDER Before you finally port local phone service, make sure you are clear about the taxes and fees your new provider will charge you. Many phone companies charge up to 100% of service rates in fees and taxes. Some are even made up to look like government charges, but are, in fact, pure revenue to them. For example, the line item “Federal Access Charge” sure sounds like a government tax, but is, in fact, revenue to the Telco and is kept 100% by them. Don’t be fooled – check these taxes and make sure the savings you have been promised will actually show up on your bill. Once the transfer is completed – it will usually be too late to go back.

PORTABILITY FROM YOUR NEW PROVIDER Make sure that your new provider is a Registered Competitive Local Exchange Carrier. (Qwest is also OK). Many new digital phone companies are not, and are not regulated by anybody, and have no obligation to let you keep your numbers if you cancel their service.

PORTING NUMBERS - Your new provider will tell Multi-Link when to “port” your numbers to them. We will cooperate with any reasonable request to port numbers. However, downtime will occur and once we have ported your numbers, we have no ability to “go back” if they have failed to program your lines correctly. Make sure your new provider gives you a direct dial contact number for their repair department. Insist on this, and delay the port until you have it.

PHONE ROOM EQUIPMENT – Your new provider may try to use equipment that we placed in your phone room to deliver their service. Please instruct them not to do this. Our equipment must be returned to us (in working order) or you will be billed the full replacement cost of the equipment, which is far in excess of the deposit we are holding from you.

This includes:
Uninterruptible Power Supply
Wiring Block
Analog/Digital Media Gateway(s)
Broadband Router

When your new service is installed, package our equipment carefully and either (a) mail or deliver it to our office at the address shown in Section 2, or (b) notify us to come and collect it for our normal trip charge of $50.

DIRECTORY LISTINGS - Make sure your new provider knows about your Directory Listings. Many providers overlook this aspect of your service. If they lapse, you may be out of the Directory for a year.

LONG DISTANCE - Multi-Link has been your local and long distance provider. Make sure you have carefully reviewed your Long Distance pricing – many providers charge way too much for long distance. If your long distance is bundled into your service, make sure your new provider is not routing your calls through the public internet – if they are, quality is unlikely to be acceptable. Request that they route your calls through the Public Switched Network. They can do that - although they will probably tell you they can’t because it costs more!

TOLL FREE NUMBERS – Make sure your new provider has noted your Toll Free numbers (if you have these). Many providers overlook this detail. If they do, the toll free number will stop working and may be reassigned to another company if continuity of ownership is not maintained. If you number is important to you, make sure of this.

VOICE MAIL – Multi-Link offers its voice mail on a stand alone basis, so you can keep your voice mail after the transfer of phone lines to a new provider. If you do, we will charge you our normal, unbundled rates, for these services.

IP ADDRESSES - Your IP addresses are not transferable and your new provider will need to provide new public IP addresses for you upon cancellation of our services. They will stop working at cancellation and may be immediately assigned to other customers.

WEB HOSTING – Your new provider should get your web-site up and running before the cancellation date and then change all the internet routers to point at their servers. If they do not, as soon as the cancellation becomes effective your website will go “off-line”. If you purchased your web-site address through Multi-Link, additional steps may be necessary to transfer it.

On the cancellation date we will delete your web-site completely from our servers. Make sure you have saved a current copy of the website in the exact format required by your new provider (some providers need different formats).

MYFAX (FAX TO EMAIL) SERVICE – Unfortunately we are unable to “port” MyFax numbers to new carriers. In certain circumstances we may (in our sole discretion) allow you to keep MyFax services if you have published these numbers and wish to continue to use these services. If we do, we will charge you our normal, unbundled rates, for these services. These will be cancelled on the effective date.

EMAIL – If you have your own Domain name, then it is a relatively straightforward transfer. If you are using email addresses @mailml.com, then these will stop working on cancellation. In certain circumstances we may (in our sole discretion) allow you to keep Email services. If we do, we will charge you our normal, unbundled rates, for these services.

DATA BACKUP – Upon cancellation, all data in our backup server is automatically deleted from our server. Make sure you have some other backup mechanism. Murphy’s First Law suggests that a hard drive crash will happen within days of cancelling this service.