In an effort to better serve customers, Windstream is consolidating billing systems and will begin sending a new and improved invoice format beginning August 1, 2017.
Please note these important changes affecting all customers effective August 1, 2017:
Q: If the remittance address is changing, do I need to fill out a new W9? A: No, Windstream’s Tax ID number is not changing; a new W9 is not required. Q: If the remittance address is changing, do I need to fill out a new vendor payment form? A: Yes, the remittance address and banking information (if currently paying by EFT) will need to be updated on current vendor setups for all future payments.
Q: If the remittance address is changing, do I need to fill out a new W9? A: No, Windstream’s Tax ID number is not changing; a new W9 is not required.
Q: If the remittance address is changing, do I need to fill out a new vendor payment form? A: Yes, the remittance address and banking information (if currently paying by EFT) will need to be updated on current vendor setups for all future payments.
Q: When will Windstream Online have limited availability? A: Various screens /functionality in Windstream Online will be impacted from Tuesday July 25 through Sunday July 30. Q: Will I be able to make a payment if Windstream Online is not available? A: You can call in to make a payment using our automated IVR or a representative will be able to assist you.
Q: When will Windstream Online have limited availability? A: Various screens /functionality in Windstream Online will be impacted from Tuesday July 25 through Sunday July 30.
Q: Will I be able to make a payment if Windstream Online is not available? A: You can call in to make a payment using our automated IVR or a representative will be able to assist you.
Please note the remaining changes affect only some customers effective August 1, 2017:
Q: What is my new bill cycle? A: Please contact Customer Care to understand if this change affects your account. Q: What will the new due date /ACH draft? A: Please contact Customer Care to understand if this change affects your account and if so, when the new draft date is.
Q: What is my new bill cycle? A: Please contact Customer Care to understand if this change affects your account.
Q: What will the new due date /ACH draft? A: Please contact Customer Care to understand if this change affects your account and if so, when the new draft date is.
Q: What does ‘billing in arrears’ mean? A: Billing in arrears means your invoice is charging you for products that have recurring charges for the previous month. For example, if your bill was dated July 15, products billing in arrears would be billed for the dates of June 16 to July 15. Q: What products/charges are moving to bill in arrears? A: This change is not product specific; it will only occur if you have a combination of products billing in advance and in arrears on the same invoice. Q: How does this impact my invoice? A: On your August bill, products which bill in arrears will continue to do so. Any products which billed in advance in July covering July/August that will now be billing in arrears on your August invoice (also covering July/August) will be manually credited. On your September invoice all products will bill in arrears
Q: What does ‘billing in arrears’ mean? A: Billing in arrears means your invoice is charging you for products that have recurring charges for the previous month. For example, if your bill was dated July 15, products billing in arrears would be billed for the dates of June 16 to July 15.
Q: What products/charges are moving to bill in arrears? A: This change is not product specific; it will only occur if you have a combination of products billing in advance and in arrears on the same invoice.
Q: How does this impact my invoice? A: On your August bill, products which bill in arrears will continue to do so. Any products which billed in advance in July covering July/August that will now be billing in arrears on your August invoice (also covering July/August) will be manually credited. On your September invoice all products will bill in arrears
Q: Will the new rate start with calls placed in July or August? A: The new rate will start with calls invoiced after July 30, 2017. Q: Why are my rates being increased? (if increasing) A. As part of the billing conversion, an audit was completed on our Directory and Operator Assisted rates. The audit resulted in updating some rates to align with the current Windstream rates.
Q: Will the new rate start with calls placed in July or August? A: The new rate will start with calls invoiced after July 30, 2017.
Q: Why are my rates being increased? (if increasing) A. As part of the billing conversion, an audit was completed on our Directory and Operator Assisted rates. The audit resulted in updating some rates to align with the current Windstream rates.
Q: What does this mean? A: If you placed a long distance call to a former Cavalier customer there was no charge for that call. This feature will no longer be available starting in August. Q: Will I now be charged for these calls and what will the rate be? A: Calls to a former Cavalier customer will be billed at your current long distance rate. Q: What can I do to lower the charges for my long distance calls? A: Windstream provides many long distance block options. Please contact Customer Care.to review options based on your company’s usage patterns.
Q: What does this mean? A: If you placed a long distance call to a former Cavalier customer there was no charge for that call. This feature will no longer be available starting in August.
Q: Will I now be charged for these calls and what will the rate be? A: Calls to a former Cavalier customer will be billed at your current long distance rate.
Q: What can I do to lower the charges for my long distance calls? A: Windstream provides many long distance block options. Please contact Customer Care.to review options based on your company’s usage patterns.
Q: What does this mean? A: Long distance is rated based on duration of the call and the rate. A 40 second long distance call at 10 cents a minute would show up as .0667 cents on a 4-digit rated bill. On a two-digit rated bill it would show up as .07. Q: Does this mean I am going to get charged more? A: No. Because it will be calculated at the 4-digit level this will not lead to more charges, however, your new bill will only display 2-digits.
Q: What does this mean? A: Long distance is rated based on duration of the call and the rate. A 40 second long distance call at 10 cents a minute would show up as .0667 cents on a 4-digit rated bill. On a two-digit rated bill it would show up as .07.
Q: Does this mean I am going to get charged more? A: No. Because it will be calculated at the 4-digit level this will not lead to more charges, however, your new bill will only display 2-digits.
Q: Why is this changing, I don’t have to pay a fee today? A: This charge has been implemented to align Windstream fees and charges. The fee is only charged when a representative takes your payment information over the phone. You can continue to pay online, using our automated IVR, or by mail with no additional fee.
