Churn & retention
For a broadband business, keeping customers matters as much as winning them. WIFI.OS tracks the movement of your subscriber base over time — not just who’s active now, but who joined, who lapsed, and who left.
The churn summary
On the Clients page (and the dashboard) you’ll see this month’s:
- New — customers newly activated.
- Suspended — lines that lapsed for non-payment (they may still come back).
- Restored — lapsed customers who paid and reconnected.
- Churned — customers who left.
- Churn rate — the share of your base lost this month.
- A small net-per-month trend so you can see whether the base is growing or shrinking.
What “churned” means
A broadband line moves through states: active → suspended → cancelled. A suspended line is overdue but not given up on. A cancelled line is one you’ve written off — it stops being billed and counts as churn.
Cancelling dead accounts automatically
You don’t have to chase every lapsed account by hand. In Settings → PPPoE, set “Cancel suspended accounts after N days” (e.g. 60). Any line that stays suspended that long without paying is automatically marked cancelled and its churn is counted. Anyone who pays before then is restored automatically. Set it to Never to decide by hand.
Winning customers back
If a cancelled customer comes back and you re-provision them, WIFI.OS records it as a reactivation — so your numbers reflect the win-back, not a brand-new signup.