Billing and Payment Policies
Residential Services Billing and Payment Policy
BILLING AND SERVICE SUSPENSION SCHEDULE
25th of the current month: Your invoice is generated and sent by e-mail or by US postal service. You must provide the e-mail address for your bill and if it changes you must notify us; a change in your e-mail address does not relieve you of the responsibility of paying your bill. If you want to receive a paper bill in the mail, there is a $5.00 monthly fee.
15th of the following month: Payment in full is due.
1st of following month: Your service is temporarily suspended if you have not paid your bill.
You can pay in person at our office, by mail, via telephone with a credit card, auto-pay on your credit card, or online. To pay online, click here
CHARGES ON YOUR BILL
The monthly service charge on your invoice is for the month following the invoice date. Usage charges, such as long distance calls, are for the month prior to the invoice date. For example, on your invoice dated January 25th, the monthly service charge on the invoice is for February and the usage charges are for December. For new customers, your first invoice may also have “One Time Charges.” These charges can include the cost for equipment, partial charges for monthly service, equipment rental, or usage charges. One time charges for existing customers could include upgrades in service or equipment, or new equipment purchases.
SERVICE TERMINATION AND PAYMENT PLANS
We understand that financial circumstances can change unexpectedly and offer our customers an affordable payment plan to help you pay down your balance. If your service is temporarily suspended on the 20th of the month and you have not contacted us about payment, your service will be permanently terminated on the 1st of the following month. If you want your service reactivated you will need to pay the following:
· Reconnection fee of $75.00
· Entire past due balance
· $30 fee for non-sufficient funds check fee
· $45/30 minutes for service call
· $25 Equipment collection charge
· $10 fee for damaged or lost remote
· Damaged Equipment Charge: Replacement cost
· Contract Cancellation: Value of contract balance
ADDITIONAL POLICIES AND INFORMATION
If you’re going to be out of town during your bill’s due date, please either pay in advance or make special arrangements with us.
The following vacation rates apply when a customer will be out of town for at least three months:
Fiber: $5/mo per service
*To be eligible, your account must be current and you must have had service for at least 12 months.
If you will be gone longer than six months, you will need to cancel service. A reconnection fee of $75.00 will apply if you wish to reorder services.
If you’re planning to move, please let us know as soon as possible. We may be able to provide service at your new address. We also need to know when to terminate service to avoid overcharging you.
If the only service you have with us is email, please be aware that you must either pay for a year’s service in advance, or have a card on file to be charged once a month.
In the event that your service is terminated, rented equipment should be returned to our office, or scheduled to be retrieved. This will include set-top-boxes and remotes for TV customers, as well as the NID and battery back-up for fiber optic internet.
If you choose to cancel service, please let us know as soon as possible. You will need to submit a cancellation form before we can schedule the disconnection. Depending on your type of service, disconnection can take up to ten days after the cancelation form has been submitted.
Please keep us up to date on your contact information. Should we need to contact you about your service, we need to have your current phone number and email address on file.
On our website, you can find free resources such as a troubleshooting guide for your modem, an explanatory diagram of your remote and set-top-box, our latest promotions, our current channel line-up, and more!