Announcement

New Invoice Format and Invoice Changes

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In an effort to better serve customers, Windstream is implementing changes that could affect your invoice format.

Once your account has been migrated to the new platform, you may notice a change to your invoice format. Please note the following:

  • Account numbers will not change as a result of the new invoice format. Since there will be no change to account numbers, there will be no change regarding payments to your account.
  • This enhancement will be done in phases. Due to this phased approach, not all accounts or locations will be affected at the same time.
  • You may now see some services arranged differently and possibly in a new location on your invoice.
  • As a result of a system update, you may see a change to the labeling of some services. However, there will be no change to these services or associated rates.
  • Products and services that previously were not shown on your invoice may now be visible and reflect ‘Included’ in the Amount column. However, there will be no change to these services or associated rates.
  • Accounts with toll-free services may begin billing in advance to align with billing for your other services. Once the account migrates to the new invoice format, the first invoice will reflect two months of charges due to one month of billing in both arrears and in advance.

Impacts to Fees, Surcharges and Taxes:

  • Customers may see changes to certain Fees, Surcharges and Taxes on their invoice.
  • Due to the system update, some service plans have been corrected to align to the accurate products on the account, which could result in a change to taxes. For information regarding Jurisdictional Traffic Certification, visit the Q&A page.

Q&A:

Q: Will there be any changes to my bill?
A: Due to the invoice format change, you may see labeling of services change slightly and reflected in a different area of your bill.

Q: Will my account number change?
A: No. Your account number will not change. Because of this, there will be no change regarding payments to your account.

Q: Will my invoice due date change?
A: No. Your due date will not change.

Q: Will I experience any proration charges?
A: No. You should not see any proration charges related to the new invoice format.

Q: Will my service change?
A: No changes will be made to your service and the Standard Agreement for Service Terms and Conditions.

Q: Will I have access to invoice history?
A: Yes. Twelve months of payment and invoice history will be available within the WE Connect portal. The $10 charge to receive an invoice older than 12 months still applies.