Please note that neither your services nor your rates for the products will be changing.
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:
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:
Click here for more about Windstream Online.
Impacts to Fees, Surcharges and Taxes:
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: Will the fee associated with my paper bill fee change? A: Yes. Beginning with your November Windstream Enterprise invoice, there will be a change to the fee associated with receiving a paper invoice. 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. To avoid this fee, contact your account manager. The fee associated with your printed invoice will display as Paper Invoice Fee under Monthly Charges on your invoice. See the chart below.
*The count is per sheet (front and back) not per page.
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 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.
