Your total satisfaction is our top priority. That’s why we’ve designed an onboarding process that ensures you understand the steps and contacts along the way, and that we gather all the necessary information from the start to provide you with a superior customer experience from your initial order through installation, activation, and ongoing support.
WE Connect Your Digital Assistant
Account Lead This is your primary Customer Advocate
Sales Engineer Ensures the technical solution design meets your needs
Project Coordinator Will guide you through installation
Care Team Takes care of your day-to-day account management needs
Service Assurance team Available 7x 24 for technical repair issues
Review your project scope, walk through the end-to-end installation process, set expectations for timing, provide contacts, secure required documentation, for a successful activation.
WE Connect Portal
WE Connect is your one stop shop for managing your Windstream services, on your computer, phone or tablet.
Questions on how to use the portal?
You can also call our Care team: 1-800-600-5050, option 2 or 3
Paying Your Bill
Q: What is my billing cycle?
A: You can expect to receive an invoice from Windstream, Enterprise every 30 days. Your billing cycle could start on the 4th or 8th or another day of the month; the start varies depending on when your solution was installed.
Q: How do I receive a W-9?
A: You can request this information by logging in to: www.windstreamenterprise.com/support
Q: Payment options
A: You have several options to pay your bill:
Q: What taxes and fees are applied?
A: Some additional charges that are applied (in addition to the price of the service) are by Regulatory or government entities, such as the 911 surcharge, as well as state and local taxes. This will vary depending upon your jurisdiction.
Other fees that you may see applied include, but are not limited to:
These will vary depending upon the services you have purchased, and on your jurisdiction.
Q: What happened if I dispute the charges on my bill?
A: You can submit a dispute and a request for credit by calling your assigned Customer Advocate, or calling Customer Care at 1-800-600-5050, option 3.
Q: What confirmation do I receive when I have paid my bill?
A: Payment confirmation is not sent, however, you can see your payment status on our customer management portal – WE Connect – or by calling customer care at 1-800-600-5050 option 3.
Q: How can I check my account balance?
A: Please login to our customer management portal – WE Connect
OR, call customer care at 1-800-600-5050 option 3
Q: How do I login to the portal to obtain a copy of my invoice?
A: Please call Customer Care at 1-800-600-5050, option 3 to obtain your login credentials.
A: When is the payment due?
A: Payment is due 20 days from the invoice date, unless you have those terms uniquely specified in your contract.
Q: What are the late payment fees?
A: Late payment is assessed at 1.5% of your total invoice.
Q: Where can I find my invoice detail?
A: You have several options: we recommend that you use our customer management portal – WE Connect -- for that information.
Or, you can also receive your billing data via EDI (note that EDI is not a payment option).
Finally, you have the option of receiving a paper bill with detailed records, for an additional fee.
Learn about the latest at Windstream Enterprise!
Your Account Lead and Customer Advocate is your single point of contact when you need to:
You can see your account lead on the WE Connect mobile app, or call Customer Care at 1-800-600-5050, option 2 or 3.
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