How to Suspend a Customer's Service Using Abuse Marking
Mark an Object as abuse to immediately suspend network service for a non-paying or misusing customer.
Last updated: 2026-09-01
Applies to
Operator Open Access
Operator Single Provider
Introduction
The Abuse function lets you suspend network access for a specific address when a customer is non-paying, misusing the service, or in violation of their agreement. Setting abuse on an Object immediately signals the network equipment to suspend service. The customer receives an email notification, and service stays suspended until you actively clear it.
Note: Abuse is set on the Object (address), not on the customer account. All active orders at that address are affected, regardless of which service provider they belong to. If the Abuse button is not visible on the Object page, the feature may not be enabled for your environment - contact COS Systems to have it activated.
How to Set Abuse
Step 1 - Navigate to the Object
In Business Engine, use the search bar on the left to search for Objects and navigate to the Object page for the relevant address. You can search by address, object number, or customer name.
Step 2 - Click Abuse
On the Object page, find the Abuse button in the action bar at the top of the page. This button is only shown when there is no active abuse marking already on the Object.
Step 3 - Fill in the form and save
A form opens. Fill in the following fields:
Template
Optional. If your organisation has predefined abuse message templates, select one here to pre-fill the Header and Text fields. You can still edit the content after selecting a template.
Name
An internal label for this abuse entry (max 50 characters). Not visible to the customer - use it to identify the case, for example Non-payment Aug 2026.
Category
Select the type of abuse:
- Abuse - Service misuse or policy violation.
- Message - A general message flag for informational holds.
- Other - Any reason not covered by the above.
Level
Controls who is allowed to remove the abuse marking. Choose based on how you want the case resolved:
- Portal - The customer can view the message and remove it themselves via the Marketplace customer portal.
- Login - The customer must be logged in to the Marketplace to view and remove the message.
- TL - Only a Service Provider admin or an Operator admin can remove the marking.
- KO - Only an Operator admin can remove the marking (most restrictive).
Header
The subject line or title of the message displayed to the customer. Enter text for each language your Marketplace supports.
Text
The full message displayed to the customer explaining why their service has been suspended. Enter text for each language your Marketplace supports.
Reason
An internal note explaining why you are setting abuse (max 300 characters). Not shown to the customer - stored for internal reference and audit purposes.
Notify Service Provider
Check this box if you want the relevant Service Provider to be notified about the abuse marking.
Once all required fields are filled in, press Save.
What happens automatically
As soon as the abuse marking is saved, Business Engine instructs the network equipment to suspend service at that address. The customer also receives an automated email notifying them that their service has been suspended. No manual steps in the provisioning system are needed.
How to Clear an Abuse Marking
When the reason for the suspension has been resolved - for example the customer has settled their outstanding balance - you can clear the marking to restore service.
Step 1 - Navigate to the Object
Go to the same Object page where the abuse was set.
Step 2 - Click Clear abuse message
While an active abuse marking is present, the Clear abuse message button appears in the action menu in place of the Abuse button. Click it to remove the marking.
What happens automatically
Business Engine immediately re-proposes the network contracts at that address to the provisioning system with the suspension lifted. If the customer has an active order at that Object, service resumes automatically - no further manual steps are needed.
Tip - Permanently terminating a customer: If your intention is to permanently terminate the customer's service rather than temporarily suspend it, cancel the customer's order first before clicking Clear abuse message. Clearing the marking while an active order is still present will cause provisioning to resume automatically.