Disconnect or cease service

This user guide shows you the steps to remove some or all of your services at a location.  

Some examples include:

• "Our London office is closing and we need to terminate all services at that location"
• "I need to stop the WAN Analysis Reporting at our Tulsa office as it is no longer needed, but all other services must remain"
• "We have a few VoIP phone numbers to disconnect"

All locations globally

Requests for orders can be made for any location globally for users who have a user role eligible for placing orders. Inventory display is dependent on the accounts in your user profile. If some inventory does not appear, an account may be missing from your user profile. Your account manager can assist in updating your profile.

1. Log in to the Verizon Enterprise Center with your user ID and password.

2. Hover on Orders and click on Disconnect Service under Create an order request.  On the Verizon Enterprise Center home page, you can also click on Disconnect Service in the black Orders pod for the same option.

3. To start, identify the service(s) to be disconnected/ceased. 

In Identify your service, search for the service to work with by entering a service identifier, location name, service address or location ID, which can be found on your invoice, and click Search or the info icon  . Examples for service identifiers are found in View examples & hints. Or you may choose Select from inventory to route to a full listing of all inventory in your profile.

Requests previously saved, but not submitted, can be found in Saved requests.

Note: The info icon  indicates helpful information  

4. If no service details are found for the entered value, verify the information entered and correct as necessary. If entered correctly, check I entered the Service Identifier correctly. This will display fields to complete so that a Verizon representative can validate the information and fulfill your request.  

Note: If the service identifier is not found, its associated billing account number may be missing from your user profile. Please contact your Verizon representative or company point of contact to add these accounts to your profile to support future requests.

5. The service details will display according to the search parameter used.  Select the checkbox beside each service you would like to include in the Disconnect order request.  To include all, check the box at the top.  Disconnect orders allow more than one location to be included. The blue bar along the bottom guides you to add another location if desired. Choose Continue.

Note:  The chain link icon  shows these services are tied together in a grouping. The Association field explains how they are connected.

6. With the Disconnect / Cancel request, if you choose only some services in a grouping, but not all, a pop-up message will display noting the order will be processed as a change order rather than a disconnect. This changes your tracking number to start with CR rather than DR.

7. When attempting to disconnect a service installed in the last 120 days, you will receive an alert.

8. When disconnecting (ceasing or canceling) service, the next step after identifying the service(s) is to provide a reason for the disconnect.  Some selections request additional detail, such as ‘Migrating or upgrading to another Verizon service or technology,’ which will ask for the order number or service identifier of the new service replacing this service.

9. For the Delivery details step, you can view the order standard interval date, or choose a different date.  Locations in the U.S. have a standard date of 30 days; rest of world is 60 days.  Click Proceed to Contact information. 

10.  For Contact information, you will be the primary contact since you are placing the order. You can edit your contact information if needed, add an On site contact, and enter up to three additional email addresses to receive the order confirmation. (image 1). Then click Proceed to billing information.

11.  In Billing information details, you can view the billing account number and billing address for the service being changed. (image 2) You cannot edit this field. Click Proceed to review & submit.  

12. In Review & submit, scroll down the page to review all the order request information. Click the pencil icon  to edit a field. At the bottom of the Review & submit page, click Submit order to place your order request. You can also save the order request and return to it later. To return to the order, hover over Orders and click on Saved requests under Status. Once submitted, you can track your order online by hovering over Orders and click on Pending orders under Status.

13. After you click Submit, you will see a message that gives your request ID, and you will receive an email confirming your order that includes an attached PDF file with your order request details. 

14.  Track orders online by hovering over Orders and click on View all under Status. A support guide is available to learn more about using View order status.