Apr 2, 2026 | Home Technology, Helpful Tips

You’ve switched to Gateway Fiber. Yay! You’re going to be so much happier. It’s a decision you’ll look back on fondly for years to come. Your old legacy cable provider is history.

Well, almost.

You may still have their service coming into your house because you haven’t canceled it yet. But soon, you’ll need to disconnect.

What’s the best way to do that? 

When should you cancel your old service? 

First things first: Exciting as it is to switch to Gateway Fiber (we understand the thrill!), don’t cancel your existing service until your new Gateway Fiber service is up and running. Our installation technician who installs your new fiber internet service will stay until it’s active and operating to your satisfaction. We will ensure that you’re satisfied with how everything works and can connect all your devices. 

Once your new Gateway Fiber service is active and you’re happy, it’s time to disconnect your old service for two reasons: 

1. You don’t need it anymore. Your new Gateway Fiber service is ready to go on its own.

2. Your old Wi-Fi signal may compete with your new Gateway Fiber service, confusing connected devices. Once your old internet connection goes away, your devices will connect smoothly to your new Gateway Fiber Wi-Fi because it will be the only one. No more guessing between two Wi-Fi networks.

Now it’s time to call your old provider and bid them farewell.

What to expect when you call to disconnect: a cautionary tale 

Brace yourself. Not everyone is as nice as we are. Legacy internet providers are losing customers in droves to fiber providers because fiber is a better connection provided by companies that care more about their customers. When you call to disconnect, they will try their darndest to keep you from leaving, often with an offer that sounds too good to be true — because it is. They don’t offer a better service, so they have to entice you with a lower price. Be very careful if they promise you an unbelievably good monthly rate to stick around. It may sound like a great deal right now, but there will likely be a ton of fine print and unpleasant surprises down the road.

Stand firm. Remember, you switched away from your old provider for a reason (maybe several), whether it’s poor reliability, slow speeds, surprise rate hikes, bad Wi-Fi, or a host of other reasons. Those frustrations will still be there with your old provider even if your bill goes down a bit (temporarily). And if what they are offering you now to stay is so great, why didn’t they offer it in the beginning? Look for “the catch.” It’s there somewhere.

Before accepting a retention offer, ask: 

1. Is anything actually changing about the service itself? Lowering price doesn’t fix slowdowns, outages, or support issues. 

2. Is this price permanent or promotional? Many offers last anywhere from six months to a couple years, but even price-locks don’t guarantee that your rate won’t change.

3. Does it include all fees and equipment? The base rate may drop while other charges stay the same (or increase). 

4. What happens when the promotion ends? Ask what your bill will be after the offer expires, not just today. 

5. Am I solving the problem or just postponing it? If nothing about the experience changes, the frustration often comes back. 

A good deal should still make sense after the urgency wears off. And if it sounds too good to be true…it probably is.

A gentle reminder about urgency 

You don’t have to decide on the spot, even if it feels like you do. Pressure is often used to keep people from asking follow-up questions. Taking time doesn’t make the offer disappear, but it does help you see it clearly. 

How we think about this differently 

Our approach is simple: We don’t try to stop people from leaving. We try to give them a better experience.

We’re a small but growing internet provider who values our customers and wants you to be 100% satisfied with your new fiber internet service, so satisfied that you’ll brag about it to your neighbors (which will earn you a $50 credit on your bill when they activate). Other providers may offer you a lower price, but that’s all.

Thanks for trusting us to bring you the internet. It means a lot to us. Really. 

Questions about switching? Call us at 888-201-4339 or chat with us on our website.

Read what our happy customers say about us.