What’s New at Windstream

Announcing a New Invoice Format and Invoice Changes

In an effort to better serve customers, Windstream is consolidating billing system platforms.

Once your account has been migrated to the new platform, you will notice a change to your invoice format. In addition to the new layout, you may see a new Windstream Enterprise logo, a new remittance address, account number and payment due date, among other changes. Please note the following:

New Account Number. You may be assigned a new account number, which will display at the top of your Windstream Enterprise invoice. Please update your records with your new account number, as you will need to reference it with any correspondence, communications, or payments.
New Remittance Address. 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 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.
New W9 Form. If you currently have an EarthLink W9 on file and have not already requested 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.
Electronic Funds Transfer (EFT) Payments. 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 new Windstream Enterprise account number.
New Product Names. Some product names on your invoice may vary slightly from the previous invoice or from the product name that appears on your contract or order summary.
Change to Invoice/Due Date. You may have a change to your invoice due date effective with your first invoice you receive after the migration. If you are AutoPay, you must re-enroll with your new account number after your account has been migrated.
Billing Proration. Customers with a change to their invoice date will see prorated charges on your new invoice.

Fees, surcharges, taxes and service rates may change based on how they are assessed in the new billing structure.

Impacts to Fees, Surcharges and Taxes:

Customers may see changes to certain Fees, Surcharges and Taxes on their invoice.
FLC Charge will invoice under Monthly Charges as Federal Subscriber Line Charge Fee.
Customers may see a change to the Local Number Portability fee.
Customers who currently receive a paper invoice will see a new Paper Invoice Fee.
Customer locations in states other than New York, Pennsylvania and Minnesota will continue to be assessed the Administrative Service Fee (ASF) applied to intrastate, interstate and Internet services for monthly recurring charges. Post migration, additional products and services may be assessed ASF.
Customer locations in New York, Pennsylvania and Minnesota will no longer receive the ASF charge, but may now be assessed the Regulatory Assessment Surcharge (RAS.) RAS is assessed on monthly recurring Internet, interstate, and international service charges; the current effective RAS rates are 3.82110% for VoIP, and 5.888% for non-VoIP.

Additional Important Service Related Changes:

Effective immediately, any reference in your contract to the Standard Agreement for Service Terms and Conditions, and any other applicable terms and conditions and/or service level agreements, located at earthlinkbusiness.com can now be accessed at this link: https://www.windstreamenterprise.com/legal/.
All per minute usage amounts will now round to four digits.
Some products and services previously reflected on multiple lines may now be shown in a linked format separated with a colon (:) under the billing product name.
Product and service charges that previously included more than one component may now reflect each component listed separately on the invoice with the appropriate cost associated with each service.
Products and services that have a $0.00 rate associated with them will no longer be shown on your invoice. However, there will be no changes to these services or rates.
Telephone numbers without usage during the previous bill period will not be shown on the invoice.
Customers’ monthly usage guarantee will now be reconciled and billed monthly.
Charges associated with products and services bundles may appear differently. However, there will be no changes to these services or rates.
Post migration, your six-digit circuit ID will no longer be displayed on your invoice. However, your telephone number will display in the usage section
Some discounts previously shown on your invoice will no longer be visible but will be applied directly to the rate charged for the product or service.
Customers with the Earthlink Complete product will now receive free calling between VoIP to VoIP calls only. All other call types will be charged at the per minute rate.
Customers who previously experienced a $0.00 rate for additional usage related to their calling plan will now be charged for additional usage. Your additional usage rate will be determined by taking an average of your initial and additional rates.
Customers may see a change to Interstate Directory Assistance rates. The Interstate Directory Assistance rate will be $1.99.
Customers may see a change to International Calling Rates. Customers can view the new rates in the Windstream & EarthLink Companies International Rates Terms and Conditions document posted under the FCC jurisdiction tab here – https://www.windstream.com/about/windstream-information/tariffs.
Upon completion of the migration, Customers that subscribe to PS ALI services will move to the Windstream PS ALI process for all future orders. This may result in changes to the way your PS ALI updates are handled going forward.
Customers who currently receive a Customer Order Status Report will now see an additional column on the report labeled WIN Account ID which provides the Windstream account number for the location.
Customers who use the WE Connect portal to submit Repair tickets will now see tickets referenced as INCXXXXXXXXXXXX instead of RPRXXXXXXXXXXXX.
After migration, customers calling into Repair can expect to hear the menu options presented differently than previously listed.

Q&A:

Q: Will there be any changes to my bill?
A: Yes. You will now be billed out of a new system effective once the migration is complete. Beginning with your new Windstream Enterprise 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 my AutoPay still be in affect?
A: No. You must re-enroll for AutoPay with your new account number once your account has been migrated to the new platform. This can be done through WE Connect, our customer portal.

Q: Will I need to set up a new W9?
A: If you currently have an EarthLink W9 on file and have not already requested 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: Will I continue to have access to my complete invoice history?
A: Twelve months of payment and invoice history will be available within the WE Connect portal. There will be a $10 charge to receive an invoice older than 12 months.

Q: Will I still see the OMS number on my new invoice?
A: No. Your OMS number will no longer appear on your invoice. Please use your account number as a reference when calling about your account.

Q: What is the new Paper Invoice Fee?
A: Customers who currently receive (or wish to receive) a paper invoice will be charged a Paper Invoice Fee. The charge will be determined by the count/number of actual sheets or printed pages included in the invoice that goes beyond what is included in the standard ‘Invoice Summary’ option. The fee associated with your printed invoice will display as Paper Invoice Fee under Monthly Charges on your invoice. Refer See to the chart below for details. To avoid the Paper Invoice Fee, you may wish to use the customer portal, WE Connect, to download and print invoices.

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) versus per page.

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. A fee discount is offered on cash payments (ACH or check). To avoid the convenience fee, login to your online account and update payment information to your bank account or contact us at 855.352.2731.

Q: Is there a late payment charge?
A: Yes, however, you will not see a change to the amount charged. Any balance unpaid by the invoice due date is subject to a late payment charge. Please refer to your Windstream Enterprise invoice for your 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 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, AZ, CA, CO, CT, DE, DC, FL, GA, HI, IA, ID, IL, IN, KS, KY, MA, MI, MN, MO, MS, MT, ND, NE, NH, NJ, NM, NV, NY, OH, OK, OR, PA, RI, TN, TX, VA, WA, WV and WY. Based on the tiered Collection Fee structure, the following would apply:

Late Payment Fee	Collection Fee
$0.38<= $.75	$10.00
$.751 to $1.00	$12.50
$1.01 to $5.25	$15.00
$5.26 to $7.5	$20.00
$7.51 to $15.00	$25.00
$15.01 to $45.00	$30.00
$45.01 to $75.00	$40.00
$75.00	$55.00

Q: Is there a return check fee?
A: The fee for a returned check will not change. You will still be charged $25.00 for any returned checks.