Change or cancel your service
No contracts. No hassle. Life changes, and your service can too.
Upgrade, add services, or make changes anytime with flexibility that fits your needs.
Moving?
If you are moving to a location where Sprout is available, we can transfer your service. You’ll keep the same account and take the equipment with you. Please let us know as soon as possible so we can arrange to have your internet service connected at your new home.
If you are moving to a location where Sprout is unavailable, we’ll close your account. You’ll need to return the equipment or coordinate with us a transfer of equipment if the person moving in wants to keep the Sprout service.
Removing and returning Sprout equipment
When you cancel your service, there is equipment to return to avoid charges. Follow the steps below or download the guide for additional information.
Step 1
Remove Sprout’s ONT/fiber modem. Unplug the power cord. Unplug the Ethernet cable that connects to the Wi-Fi router. Gently pinch and pull the green tip of the fiber optic cable – this cable, and any box it’s attached to, will remain in the home. Remove the ONT from the wall by sliding it off the keyhole mounts.
Step 2
Remove Sprout’s Wi-Fi router(s). A wall-mounted router is removed similarly to the ONT by unplugging cords and sliding it off the keyhole mounts. A free-standing router simply needs to have the power cord and Ethernet cable unplugged.
Step 3
Return the ONT/fiber modem, routers, and their power cords to the Sprout office. If equipment is not returned, a charge of $100 per piece is applied to the account balance. Unpaid account balances are subject to collections.
Do you have this Sprout equipment?
Return it
The ONT/fiber modem and Wi-Fi router(s) need to be removed and returned to the office to avoid charges. There are several models of ONTs and routers, so the ones in your home may not look like the ones in the photos. Each piece has a serial number and it’s assigned to your account. Contact us if you’d like to confirm what equipment needs to be returned.
Keep it
The fiber optic cable will remain in the home. This cable comes from the wall or floor and connects to the ONT/fiber modem. It may be connected to a wall plate or a small box. The wall plate or box is also to remain in the home. Outside the home, typically next to the power meter, the Sprout box also remains.