Announcing a New Invoice Format and Invoice Changes

Once your account has been migrated to the new billing platform, you will notice a change to your invoice format. In addition to the new layout, you will see a new Windstream Enterprise logo, a new remittance address and account number, among other changes. Any invoices you received prior to March 1, 2019, will still need to be paid in full according to the instructions on that invoice.

Please note these important changes you may see as a result of the billing consolidation:

  • Change to Invoice Delivery. Beginning with your March invoice, your invoices will no longer be emailed. An invoice summary will be mailed to your billing address and you will have access to your detailed invoice once you have registered your account through Windstream Online.
  • New Account Numbers. You will be assigned a new account number, which will display at the top of your new invoice. Please update your records with your new account number, as you will need to reference it with any correspondence, payments, or communications including contacting Customer Care.
  • Change to Invoice/Due Date. You will have a change to your invoice due date effective with your March invoice. If you are on AutoPay, you will need to reregister with your new account number.
  • Change in Payment Information. The payment remittance name and address has changed and the updated information will be reflected on your new invoice. Payments will need to be remitted to Windstream. The new remittance address is P.O. Box 9001013, Louisville, KY 40290-1013. Please update your records and mail your payment to the new address to ensure your payments are posted in a timely manner.
  • Billing Proration. Due to the new billing cycle, you may see proration charges for three days of billing in addition to your normal, monthly billing charges.

Impacts to Fees, Surcharges and Taxes:

  • Customers may see changes to certain fees, surcharges and taxes as well as the way they are presented on the invoice.
  • Beginning with March invoices, you may be assessed the Federal Universal Service Fund Surcharge. This fund was established by the FCC to ensure that telecommunications services are affordable for customers with low incomes and customers living in rural areas where the cost of providing service is high. Through this surcharge, Windstream recovers the cost of its mandated contribution to the FUSF as permitted by the FCC.
  • Customers with locations in New York, Pennsylvania and Minnesota may now be assessed the Regulatory Assessment Surcharge (RAS.) The RAS is 5.888% and is assessed on monthly recurring interstate and international service charges.
  • Customers with locations in states other than New York, Pennsylvania and Minnesota may now be assessed the Administrative Service Fee (ASF.) The ASF is a 7% fee which is applied to intrastate, interstate and Internet services for monthly recurring charges.

Windstream Online Portal:
Once you receive your March invoice, you will have access to the Windstream portal, Windstream Online. You will need your Windstream account number and PIN number provided on your new invoice to create your account. Windstream Online helps you stay informed about your products and services. Benefits of Windstream Online include:

  • Invoicing and payment tools
  • Order status updates
  • Circuit utilization and performance tracking tools
  • Support request creation and progress
  • Contact administration and notification management:
    • Invoice availability
    • Order status updates
    • Support request status
    • Network maintenance
  • Self-service tools
    • Order tracking
    • VoIP management
    • Security services
  • Inventory reporting, including circuits and phone numbers
  • Click here for more about Windstream Online.

Q&A:

Q: Will there be any changes to my bill?
A: Yes. Beginning with your March invoice, you will notice changes on your bill including but not limited to account numbers, payment due date and payment remit to address. Additionally, the format and layout of the invoice will appear differently. Click here for a simple guide to help you interpret your new bill.

Q: Will the rates for my products and services change?
A: No, there will be no change to your products and services rates.

Q: Will I continue to receive my invoice via email and a paper invoice summary in the mail?
A: No. Beginning with your March invoice, your invoices will no longer be sent via email. An invoice summary will be mailed to your billing address and you will have access to your detailed invoice once you have registered your account through Windstream Online. In addition, you can elect to receive an email or SMS alert through Windstream Online when your complete invoices are ready to view. Information about Windstream Online can be found above.

Q: Can I opt in for Paperless Billing?
A: Yes. Please contact Customer Care at 800.600.5050 and request to stop receiving your invoice summary mailed to you.

Q: Can I have a detailed, paper invoice mailed to me?
A: Yes. You will need to request that by contacting Customer Care at 800.600.5050. Please note that there is a fee associated with receiving a detailed, paper invoice. The fee associated with your printed invoice will display as Paper Invoice Fee under Monthly Charges on your invoice and will be billed on your next month’s invoice. See the chart below.

Number of Sheets* New Rate
Summary 0nly $0.00
1 to 4 $8.00
5 to 19 $13.50
20 to 49 $19.50
50 to 99 $28.50
100 to 249 $35.50
250 to 499 $45.00
500 to 999 $85.00
1000 to 2999 $125.00
3000 + $250.00

*The count is per sheet (front and back) not per page.

Q: Will I need to set up a new W9?
A: Yes, you will need to request a Windstream W9. You can download one by clicking here. For questions related to a new W9, please email us at Windstream.Win_W9_Request@windstream.com.

Q: If I am currently sending Electronic Funds Transfer (EFT) payments monthly will I need to change the bank account I’m remitting to?
A: Yes. Once you have received your updated invoice, you will need to submit your payments to a new bank account. Click here to download the new EFT banking information. For any questions regarding EFT payments, please email wci.cash.applications@windstream.com and include your Windstream Enterprise account number.

Q: What types of payments are accepted through online bill pay?
A: Payments can be made online with a debit or credit card or through your banking account. However, a convenience fee will be assessed on credit and debit card transactions. To avoid the convenience fee, login to your online account and update payment information to your bank account or contact us at 800.600.5050. A fee discount is offered on cash payments (ACH or check).

Q: Will my payment due date change?
A: Yes, your payment terms will change from a 30-day to a 20-day term.

Q: Will my AutoPay still be in affect?
A: No. You will need to reregister for AutoPay with your new account number. This can be done through Windstream Online, our customer portal.

Q: Is there a late payment charge?
A: Yes. Any balance unpaid by the invoice due date is subject to a 1.5% late payment charge. Please refer to your Windstream invoice for your new payment due date.

Q: Are there any additional charges that may be assessed to a late payment?
A: In addition to the late payment charge, an additional Collection Fee of $12.00 will be applied to the accounts of business subscribers with any unpaid balance when the previous month’s bill has not been paid in full prior to the next billing date for customers in the following states:

  • AL, CA, DC, FL, GA, IL, IN, MA, MI, MO, MS, NJ, NY, PA, TN, TX and VA

Q: Is there a return check fee?
A: Yes. There is a $25.00 fee for any returned check.