Announcing a New Invoice Format and Invoice Changes

In an effort to better serve customers, Windstream is consolidating billing system platforms. The new and improved invoice format change will be effective beginning January 2019.

This page will be updated periodically with additional information.

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 Product Names. 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.
  • Change to 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 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 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. Beginning with the first invoice you receive after mid-January, you may have a change to your invoice date and/or due date. Please refer to your new Windstream Enterprise invoice for your new invoice and payment due date. If you are on AutoPay, your payment draft date will be adjusted in accordance with the change in your due date. Some customers may also experience a slight proration on the first invoice depending on the invoice date (see table below).
    Current Invoice Date New Invoice Date New Bill Period Proration on 1st New Invoice
    21 22 22nd – 21st of the following month None
    1 1 1st – last day of the month None
    7 8 8th – 7th of the following month None
    15 15 15th – 14th of the following month -1 Day
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 pay to receive a paper invoice will see an increase to the Paper Invoice Fee.

Changes to Rates for Certain Services:

  • 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.
  • 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.

Q&A:

Q: Will there be any changes to my bill?
A: Yes. You will now be billed out of a new system effective January 2019. Beginning with your 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 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 our online 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: Will the fee associated with my paper bill fee change?
A: Yes. The Paper Invoice Fee 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 and will be billed on your next month’s invoice. See the chart below. You may also see an increase to the number of pages associated with your invoice.

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: 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 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: The fee for a returned check will not change. You will still be charged $25.00 for any returned checks.