Please note that neither your services nor your rates for the products will be changing.

Announcing a New Invoice Format

Due to the Windstream and MASS Comm acquisition, your account will be migrated to Windstream’s platform. We anticipate this will be completed within the next few months. This change will allow us a unified approach to serving you and provide you with best-in-class customer experience.

Important Changes:

  • Once your account has been migrated to the Windstream platform, you will notice a change to your invoice format. In addition to the new layout, you will see the Windstream logo, a new remittance address, account number and due date to mention a few of the changes.
  • Some customers may be assigned a new account number, which will display at the top of your Windstream invoice. Please update your records with your new account number, as you will need to reference it with any correspondence or communications.
  • Once your account is migrated to the Windstream platform, your invoice date will change to the 4th of each month. Additionally, your billing cycle will change from the 1st through the end of the month to billing from the 4th of the month through the 3rd of the following month. Please refer to your Windstream invoice for your new payment due date. If you are currently set up for automatic payments, your payment draft date will be adjusted in accordance with the change in your billing cycle.
  • The payment remittance name and address has changed. 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. The new remittance information will be listed on your Windstream invoice.

    Q: If needed, how do I request a new W9?
    A: You can download a new W9 by clicking here. For questions related to a new W9, please email us at Windstream.Win_W9_Request@windstream.com.

    Q: Will I need to make any changes for my automatic payments?
    A: Once your account has been migrated to the Windstream platform and after you receive your first Windstream invoice, a Windstream representative will contact you directly to make any necessary changes for your automatic payments.

    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: Once your account has been migrated to the Windstream platform and after you receive your first Windstream invoice, yes,  you will need to submit a new EFT form. Click here to download the new EFT banking information. For any questions regarding EFT payments, please email wci.cash.applications@windstream.com.

Windstream Online Portal:
Once you receive your Windstream branded invoice, you will have access to the Windstream portal, Windstream Online. You will need your Windstream account number and PIN number provided on your Windstream 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.

Impacts to Fees, Surcharges and Taxes:

  • Customers may see changes to certain Fees, Surcharges and Taxes on their invoice.
  • The Federal Subscriber Line Charge (FSLC) and Local Number Portability (LNP) will now invoice under monthly recurring charges.
  • Regulatory Assessment Surcharge (RAS) will now bill at the Windstream rate. You will find this in the ‘Surcharges and Taxes’ section of the invoice. Due to the Windstream rate billing higher than the MASS Comm rate, Windstream will issue credits for the difference beginning on June invoices. These credits will appear in the ‘Other Charges and Credits’ section of the invoice.

Q&As

Q: Will there be any changes to my bill?
A: Due to this Windstream and MASS Comm merger, you will now be billed out of a new system. Beginning with your Windstream invoice, you will notice changes on your bill including but not limited to account numbers, payment due date, payment remit address and customer care contact number. Additionally, the format and layout of the invoice may appear differently. Click here for a simple guide to help you interpret your new bill.

Q: Will my account number change?
A: Some customers may be assigned a new account number. Your account number will be displayed at the top of your Windstream invoice. Please make note of your account number, as you will need to reference it with any Windstream correspondence or communications.

Q: Will my invoice due date change?
A: There is a chance your due date will change. Please refer to your Windstream invoice for your new payment due date.

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

Q: Will the remittance address change for my payments?
A: Yes, the payment remittance name and address has changed. Payments will need to be remitted to Windstream. The new address is P.O. Box 9001013, Louisville, KY 40290-1013.

Q: Will there be any proration charges on my invoice?
A: Yes, you will likely see some proration charges on your Windstream invoice due to the bill cycle change.  Your invoice will show an additional three days of monthly charges from the first to the third of the month.

Q: Will I need to make any changes for my automatic payments?
A: Once your account has been migrated to the Windstream platform and after you receive your first Windstream invoice, a Windstream representative will contact you directly to make any necessary changes for your automatic payments.

Q: Will my invoice continue to be sent to me via email?
A: No. Beginning with your Windstream invoice, your invoices will no longer be sent via email. An invoice summary will be mailed to your billing address. Once you have registered your account through Windstream Online, you will have access to your detailed invoice. In addition, Windstream Online will also send you an email notification when your invoices are ready to view online.

Q: Will I continue to receive my invoices in the mail?
A: If your monthly invoice is mailed to you, you will continue to receive in the mail.

Q: Can I access my account online with Windstream?
A: Yes. Once you receive your Windstream invoice, you will need to register your account online. To do so, you must have both your Windstream account number and the PIN which will both be provided on the Windstream invoice. After registering, you will have online access to your account.

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

Q: Where can I find my payment history and invoicing information?
A: Beginning with your Windstream invoice and payment, you will be able to view invoice and payment history dating back to your first Windstream invoice on Windstream Online. For invoices and payment information prior to your Windstream invoice, you will need to contact your account manager.

Q: What types of payments are accepted through online bill pay?
A: Payments can be made online through your banking account.