New Bill Format

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:

• You will be assigned a new account number, which will display at the top of your new invoice. Please update your records with your new account number, as you will need to reference it with any correspondence or communications, including contacting Customer Care.

• The payment remittance name and address has changed. Payments will need to be remitted to Windstream. The new remittance address is P.O. Box 9001908, Louisville, KY 40290-1908. 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 new bill.
  

  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.

• Your login and password information for windstreamonline.com will remain the same, however, there may be limited availability during the system consolidation. 
  

  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:

• Customers with T1 and above circuits will now have the associated Circuit ID displayed on their invoice

• Some customers may have a change in their billing cycle and/or due date. If you are on AutoPay, your payment draft date may change.
  

  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.

• Customers who have products billing both in arrears and in advance on the same bill will see all charges billed in arrears on the new bill.
  

  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

• Some customers who previously received single bills may receive multiple bills. Windstream will attempt to proactively consolidate invoices where possible, however, in some scenarios this may not be an option. 

• Requests to Directory Assistance will increase starting in August to $1.99 per completed call.
  

  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.

• Long distance calls previously rated as free for former Cavalier to former Cavalier customers will no longer be free. Going forward your current long distance rates will apply to these calls.
  

  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.

• Customers’ long distance will continue to be rated at the 4-digit level but will only display at the 2- digit level on your new bill.
  

  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.

• Customers making a payment by phone will incur a $5 Convenience Fee.
  

  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. 

• Some product names on the bill may vary slightly or change, however the rate for the product will remain the same.