Windstream Online FAQs

If you do not have a copy of your most recent invoice, contact us using the links below and we can help. When you contact our customer care team, we will call the authorized billing contact on your account to provide the necessary information from the invoice to complete registration.

How do I register?
If you are new to Windstream Online, someone at your company will need to register your account as the Windstream Online Administrator. See the Windstream Online Administrator section in this FAQ to learn more about what it means to be an Administrator.

As an Administrator, you will need to follow these simple steps to complete the one-time registration process:

• Visit the Windstream Online login page at windstreamonline.com [9].
• Click the "register for access" link to the left of the username and password entry section.
• Enter your Windstream account number, billing zip code and PIN combination in the space provided.
  If you do not have access to the invoice to locate the PIN, contact your accounts payable department, or choose below and we can help.
  Enterprise Business Customers
  Small Business Customers
  Wholesale Customers
• Complete the remaining fields in the registration page, including your new username and password.
• When you submit your information, return to your email and follow the link in the automated new registration email titled "Confirm Your Registration" to complete your registration.
  If you do not see an email from Windstream after clicking submit in the registration screen, please check your spam folder for a message from Windstream.ContactUs@windstream.com.
• Once you complete the registration process, you will receive another automated email titled "Welcome to Windstream Online!" with further instructions on how best to use this resource.
• After your initial login, you will have completed the registration process and can now access the new and enhanced features of Windstream Online by logging in directly.

If you are not the Administrator, once the Administrator completes the one-time registration, that individual will have the ability to quickly add users such as yourself to your company’s Windstream Online account using the portal. See the Windstream Online Administrator section to learn more.

If you are not the Administrator, once the Administrator completes the one-time registration, that individual will have the ability to quickly add users such as yourself to your company’s Windstream Online account using the portal. See the Windstream Online Administrator section to learn more.

Where and what is my account number?
Your account number can be found on any recent invoice. This number is unique to your company and is assigned by Windstream upon account creation.

Where and what is my billing zip code?
Your billing zip code can be found on any recent invoice. This is the zip code associated with your company’s billing address.

What is and where can I find my PIN?
Your PIN is a unique identifier assigned to you by our account security team. It is available only on your invoice as shown here and cannot be shared over the phone due to regulations meant to protect your privacy. If you have multiple accounts, you will have unique PIN numbers for both your parent account and the related child account or children accounts. The PIN number is used by our team during the account verification process to ensure we are continuing to provide leading edge security protocols.
Your PIN is located on your monthly invoice. If there are multiple accounts on your invoice, the parent account PIN is located on the parent portion of your invoice and the PIN numbers for the children accounts are located on the respective child portion of your invoice. If you cannot locate your PIN, first contact your accounts payable department and then if you still have not located your PIN, Contact Us and we can help.

I have accessed Windstream Online before, do I need to re-register?
You do not need to re-register. Simply log in to Windstream Online (windstreamonline.com [13]) with your existing username and password to enjoy the benefits of this enhanced portal. If you are not able to log in with your existing username and password, please contact your Windstream Online Administrator, or Contact Us and we can help.
See the Navigating Windstream Online section to learn more about navigating Windstream Online.

My company has an account with Windstream Online, but I have never accessed Windstream Online. Do I need to register?
You do not need to register. To gain user access, simply contact your Windstream Online Administrator. If you do not know who your Windstream Online Administrator is, Contact Us and we can help.
See the Navigating Windstream Online section to learn more about navigating Windstream Online.

How do I register?
If you are new to Windstream Online, you will need to register before logging in for the first time. To complete this process, you will first need your most recent billing invoice from Windstream. Once you have located your invoice, follow these simple steps to register:

• Visit the Windstream Online login page at windstreamonline.com [14].
• Click the "register for access" link to the left of the username and password entry section.
• Enter your Windstream account number, billing zip code, and PIN combination in the space provided.
• If you cannot find your invoice, Contact Us and we can help.
• Complete the remaining fields in the registration page including your new username and password that you will use to log in.
• When you submit your information, return to your email and follow the link in the automated new registration email titled "Confirm Your Registration" to complete your registration.
  If you do not see an email from Windstream after clicking submit in the registration screen, please check your spam folder for a message from "Windstream.ContactUs@windstream.com".
• Once you complete the registration process, you will receive another automated email titled "Welcome to Windstream Online!" with further instruction about how best to use this resource.
• After your initial login you will be able to access the new and enhanced features of Windstream Online.

Where and what is my account number?
Your account number can be found on any recent invoice. This number is unique to you and is assigned by Windstream upon account creation.

Where and what is my billing zip code?
Your billing zip code can be found on any recent invoice. This is the zip code associated with your billing address.

What is and where can I find my PIN?
Your PIN is a unique identifier assigned to you by our account security team. It is available only on your invoice as shown here and cannot be shared over the phone due to regulations meant to protect your privacy. If you have multiple accounts, you will have unique PIN numbers for both your parent account and the related child account or children accounts This PIN number is used by our team during the account verification process to ensure we are continuing to provide leading edge security protocols.
Your PIN is located on your monthly invoice. If there are multiple accounts on your invoice, the parent account PIN is located on the parent portion of your invoice and the PIN numbers for the children accounts are located on the respective child portion of your invoice.

I have accessed Windstream Online before, do I need to register?
You do not need to register. Simply log in to the enhanced Windstream Online with your existing username and password. If you are not able to log in with your existing username and password, please Contact Us so we can help.

How do I log in for the first time?
If you are new to Windstream Online, you will need to register before logging in for the first time. To complete this process, you will need your most recent billing invoice from Windstream.

• Visit the Windstream Online login page at windstreamonline.com [15].
• Click the "register for access" link to the left of the username and password entry section.
• Enter your Windstream account number, billing zip code, and PIN combination in the space provided.
• If you cannot find your invoice, Contact Us and we can help.
• Complete the remaining fields in the registration page including your new username and password that you will use to log in.
• When you submit your information, return to your email and follow the link in the automated new registration email to complete your registration. If you do not see an email from Windstream after clicking submit in the registration screen, please check your spam folder for a message from WindstreamCustomerSupport@windstream.com.
• After your initial login you will be able to access the new and enhanced features of Windstream Online.

What is and where can I find my PIN?
Your PIN is a unique identifier assigned to you by our account security team. It is available only on your invoice as shown here and cannot be shared over the phone due to regulations meant to protect your privacy. If you have multiple accounts, you will have unique PIN numbers for both your parent account and the related child account or children accounts. This PIN number is used by our team during the account verification process to ensure we are continuing to provide leading edge security protocols.
Your PIN is located on your monthly invoice. If there are multiple accounts on your invoice, the parent account PIN is located on the parent portion of your invoice and the PIN numbers for the children accounts are located on the respective child portion of your invoice.

Can I access my PIN if I do not have access to my invoice?
If you do not have access to your invoice, Contact Us so we can help.

How do I register?
If you are new to Windstream Online, you will need to register before logging in for the first time. To complete this process, you will need your most recent billing invoice from Windstream.

• Visit the Windstream Online login page at windstreamonline.com [16].
• Click the "register for access" link to the left of the username and password entry section.
• Enter your Windstream account number, billing zip code, and PIN combination in the space provided.
• If you cannot find your invoice, Contact Us and we can help.
• Complete the remaining fields in the registration page including your new username and password that you will use to log in.
• When you submit your information, return to your email and follow the link in the automated new registration email to complete your registration. If you do not see an email from Windstream after clicking submit in the registration screen, please check your spam folder for a message from WindstreamCustomerSupport@windstream.com.
• After your initial login you will be able to access the new and enhanced features of Windstream Online.

Where and what is my Account Number?
Your account number can be found on any recent invoice. This number is unique to you and is assigned by Windstream upon account creation.

Where and what is my billing zip code?
Your billing zip code can be found on any recent invoice. This is the zip code associated with your billing address.

How do I view my bills?
Log in to Windstream Online (windstreamonline.com [17]).
Navigate to My Account > Invoices & Payments > Invoices.
Within this view, drill down into the desired Invoice ID to view in PDF format.

How do I pay my bills?
Log in to Windstream Online (windstreamonline.com [18]).
Navigate to My Account > Invoices & Payments > Make Payment.
Within this view, select an option underneath the Pay Now heading to either schedule a recurring payment or make a one-time payment.
Where can I view my remaining balance and/or current charges?
Log in to Windstream Online (windstreamonline.com [19]).
Navigate to My Account > Invoices & Payments > Make Payment.
Within this view, you can see your Remaining Balance and Current Charges within the Invoice Summary.

How can I change the format of my paper invoice if I previously used Windstream Customer Portal (my.nuvox.net/portal/server.pt)?
Log in to Windstream Online (windstreamonline.com [20]).
Navigate to My Account > Invoices & Payments > Invoice Format.
Within this view, you can select a summary versus detailed paper invoice format. Please note that there are fees for detailed paper invoices. If you have questions about these fees, please feel free to Contact Us.

Who do I call if I need help?
Please contact us at the number located on your Windstream bill.
For all other inquiries, visit our customer support page at http://www.windstream.com/Support/ [21].

First-time login

Windstream Online Account Administrator Login

• If your company is new to Windstream Online, someone at your company will need to register your account as the Windstream Online Administrator. See the Windstream Online Administrator section in this FAQ to learn more about what it means to be an Administrator.
• As an Administrator, complete this one-time registration following these steps:
  • Visit the Windstream Online login page at windstreamonline.com [22].
  • Click the “register for access” link to the left of the username and password entry section.
  • Enter your Windstream account number, billing zip code, and PIN combination in the space provided.
    If you do not have access to the invoice to locate the PIN, contact your accounts payable department or Contact Us and we can help.
  • Complete the remaining fields in the registration page including your new username and password.
  • When you submit your information, return to your email and follow the link in the automated new registration email titled "Confirm Your Registration" to complete your registration.
    If you do not see an email from Windstream after clicking submit in the registration screen, please check your spam folder for a message from Windstream.ContactUs@windstream.com.
  • Once you complete the registration process, you will receive another automated email titled "Welcome to Windstream Online!" with further instruction about how best to use this resource.
  • After your initial login you will have completed the registration process and can now access the new and enhanced features of Windstream Online by logging in directly.

User Login

• If you are not the Windstream Online Administrator, contact your accounts payable department to learn whether or not your company has registered with Windstream Online.
• • If so, the Windstream Online Administrator can quickly add users such as yourself to your company’s Windstream Online account. See the Windstream Online Administrator section to learn more.
  • If you and your accounts payable department are not sure whether you have registered your account, or you do not know who your Windstream Online Administrator is, Contact Us so we can help you.
• Once you have a username and password, you will be able to log in using the Windstream Online login page at windstreamonline.com [23] for any future use of this online portal.

What is and where can I find my PIN?

• Your PIN is a unique identifier assigned to you by our account security team. It is available only on your invoice as shown here and cannot be shared over the phone due to regulations meant to protect your privacy. If you have multiple accounts, you will have unique PIN numbers for both your parent account and the related child account or children accounts. The PIN number is used by our team during the account verification process to ensure we are continuing to provide leading edge security protocols.
• Your PIN is located on your monthly invoice. If there are multiple accounts on your invoice, the parent account PIN is located on the parent portion of your invoice and the PIN numbers for the children accounts are located on the respective child portion of your invoice. If you cannot locate your PIN, first contact your accounts payable department and then if you still have not located your PIN, Contact Us and we can help.

Can I access my PIN if I do not have access to my invoice?

• If you do not have access to your invoice, contact your accounts payable department or Contact Us so we can reach out to your authorized billing contact to complete the registration for your company.
• I used to log in to Advanced Application Reporting (AAR), how do I access this service today?
  If you have previously accessed Windstream Online, you will now log in using your current username and password to log in to access Advanced Application Reporting.
  • Once you have signed-in to Windstream Online, find AAR by navigating to My Network Tools > Advanced Application Reports > Advanced Application Reporting. Because we have created a single sign-on environment in Windstream Online, you will no longer need to sign-in to AAR through a separate portal as you may have done in the past.
  • If you do not see the Advanced Application Reports menu options beneath My Network Tools, contact your Windstream Online Administrator who can update your permissions to allow you to view the AAR functionality within Windstream Online. If you do not know who your Windstream Online Administrator is, please Contact Us so we can help.
• If you have never accessed Windstream Online and you know that your company has an account, contact your Windstream Online Administrator to get a user account.
• If you have never accessed Windstream Online and you do not know whether or not your company has an account, please Contact Us so we can help.

I used to log in to Windstream Hosted Solutions products such as the Navigator Portal (now known as Windstream Cloud Portal), Dashboard and the Customer Requirement Forms site, how do I log in to Windstream Online today?

• The Windstream Cloud Portal, Dashboard and Customer Forms site are now integrated into Windstream Online, our enhanced customer portal. To gain access to this portal, you will use your existing Windstream Cloud Portal username and a new password that will be emailed to you directly in an email from Windstream titled "Windstream Online Access to Windstream Cloud Portal" In the new Windstream Online login page at windstreamonline.com [24], log in using your existing username and this new password. There is no need to navigate to a separate login page.
• If you cannot find the email titled "Windstream Online Access to Windstream Cloud Portal" containing your new password, please check your Spam and Junk email folders. If you still are unable to locate the new password please Contact Us and we can help.
• After logging in, navigate to My Services > Windstream Cloud Portal where you can access the Dashboard and Customer Forms site from the Windstream Cloud Portal.

How do I register?
If your company is new to Windstream Online, someone at your company will need to register as the Windstream Online Administrator. To complete this process, this individual needs to have access to your most recent billing invoice from Windstream. Once this one-time registration is complete, the Administrator will have their personal login credentials and the ability to quickly add users to your company’s Windstream Online account using the online portal. If you are the designated Windstream Online Administrator, follow these instructions to complete registration:

• Visit the Windstream Online login page at windstreamonline.com [25].
• Click the "register for access" link to the left of the username and password entry section.
• Enter your Windstream account number, billing zip code, and PIN combination in the space provided.
• If you do not have access to the invoice to locate the PIN, contact your accounts payable department or Contact Us and we can help.
• Complete the remaining fields in the registration page including your new username and password that you will use to log in.
• When you submit your information, return to your email and follow the link in the automated new registration email to complete your registration. If you do not see an email from Windstream after clicking submit in the registration screen, please check your spam folder for a message from WindstreamCustomerSupport@windstream.com.
• After your initial login you will be able to access the new and enhanced features of Windstream Online.

See the Windstream Online Administrator section in this FAQ to learn more about what it means to be an Administrator.

Where and what is my Account Number?
Your account number can be found on any recent invoice. This number is unique to your company and is assigned by Windstream upon account creation.

Where and what is my billing zip code?
Your billing zip code can be found on any recent invoice. This is the zip code associated with your company’s billing address.

How do I find my Windstream Online Administrator?
First try contacting your accounts payable department. If you and your team are unable to identify your Windstream Online Administrator, please Contact Us so we can contact the authorized billing contact for you.
How do I add users to Windstream Online?

• Navigate to My Account > Users.
• Click on "Create User".
• Complete the profile information in the edit screen and select the appropriate level of account security access.

How do I change Windstream Online user permissions?

• Navigate to My Account > Users.
• Click on the pencil icon "Edit User" button next to the user you wish to edit.
• Complete the desired selections in the User Permissions section of the User Information Edit screen.

How do I become an Administrator?

• If you are the first person to register and log in to the updated Windstream Online portal (which requires access to key account information detailed in the Login section), you will automatically become your company's Windstream Online Administrator.
• If there is an existing Windstream Online Administrator, and you would like full access to the Windstream Online capabilities, contact your Windstream Online Administrator to update your User access to "Account Administrator". If you do not know who your Windstream Online Administrator is, reach out to your accounts payable department, or Contact Us and we can help.

How do I add Administrators to my account?

• Navigate to My Account > Users.
• Here you can edit user settings by varying levels of user permissions or even creating an account Administrator.
• Simply click on "Create User" or click on the pencil icon "Edit User" button next to an existing user to edit their user access.
• Once in the Edit screen, select the "Account Administrator" option and click submit.

I have been setup as Administrator by accident... how do I correct this?
As an Administrator, you can add and remove other employees as Administrators. Identify who in your company is the appropriate Windstream Online Administrator and ask them to remove the administrative capabilities from those who should not have it.

What can I do as an Administrator?
As an Administrator you can register your company's Windstream Online account, set up other company users to access Windstream Online, manage other users’ access privileges, and enjoy complete access to the enhanced Windstream Online.

Where is my Navigator Portal (now known as Windstream Cloud Portal), Dashboard and the Customer Forms site?

• Log in to Windstream Online (windstreamonline.com [26]).
• Navigate to My Services > Windstream Cloud Portal.
• Access Dashboard and Customer Forms site from the Windstream Cloud Portal.

Where is the Windstream Network Portal (WNP)?

• Log in to Windstream Online (windstreamonline.com [27]).
• Navigate to My Network Tools > Network Health Reporting.
• Because we have generated a single sign-on (SSO) environment in Windstream Online, you will no longer need to sign-in to WNP as you have done in the past.
• If you do not see the "Network Health Reporting" option beneath My Network Tools, contact your Windstream Online Administrator who can update your permissions to allow you to view the WNP functionality within Windstream Online. If you do not know who your Windstream Online Administrator is, please Contact Us so we can help.

Where is Advanced Application Reporting (AAR)?

• Log in to Windstream Online (windstreamonline.com [28]).
• Navigate to My Network Tools > Advanced Application Reports > Advanced Application Reporting.
• Because we have generated a single sign-on (SSO) environment in Windstream Online, you will no longer need to sign-in to AAR as you have done in the past.
• If you do not see the "Advanced Application Reports" menu options beneath My Network Tools, contact your Windstream Online Administrator who can update your permissions to allow you to view the AAR functionality within Windstream Online. If you do not know who your Windstream Online Administrator is, please Contact Us so we can help.

The following FAQs apply to services and tools that are not part of a default Windstream Online account and may not be visible on your account. If you wish to add these services or tools to your account, or verify whether or not you currently have these services or tools, please contact our sales team at 800.852.9460.

How do I monitor my network health and view bandwidth utilization?
If you are a customer using Windstream’s network health tools, you will be able to view time lapse graphs at multiple interviews depicting your bandwidth utilization in bits per second. This detailed analysis can be found by completing the following steps:

• Log in to Windstream Online (windstreamonline.com [29]).
• Navigate to My Network Tools > Network Heath Reporting.
• Select the circuit you wish to monitor and click "Submit".
• The target page will show you a series of graphs which you can print and download as you desire.

How do I change my call forwarding numbers for VoIP? I want to manage the VoIP routing.
If you have purchased Voice over Internet Protocol (VoIP) services with Windstream, you may wish to manage this service by updating call forwarding to control which phone number your VoIP will ring to when called. The following is our response to the most common information request we receive regarding call forwarding. If you wish to review a more detailed overview of your VoIP service, we strongly recommended downloading our VoIP user guide at My Services > VoIP > Download User Guides.

• Log in to Windstream Online (windstreamonline.com [30]).
• Navigate to My Services > VoIP > Manage Features.
• Select the appropriate VoIP number using the dropdown menu.
• The first option listed in the control space is Call Forwarding Always, click on the pencil icon along the far right to edit Call Forwarding Always settings.
• We recommend turning this feature on if it is not already active.
• Enter the phone number or extension you wish this account to ring to for calls received via VoIP.
• Click "Submit" along the bottom right to enact your changes.

If you wish to review a more detailed overview of your VoIP service, we strongly recommended downloading our VoIP user guide at My Services > VoIP > Download User Guides.
Note that this FAQ applies to a service that is not part of a default Windstream Online account and may not be visible on your account. If you wish to add this service to your account, or verify whether or not you currently have this service, please contact our sales team at 800.852.9460.

How do I change my call forwarding numbers for our toll free service? I want to manage the toll free routing.
If you have toll-free phone services with Windstream, you may wish to manage this service by updating call forwarding to control which phone number your toll-free number will ring to when called. The following is an overview of the key, basic features of this account:

• Log in to Windstream Online (windstreamonline.com [31]).
• Navigate to My Services > Toll-Free > Manage Routing.
• Select the appropriate account using the drop-down along the top.
• Select the target toll-free number using the drop down. You may wish to filter this list using our search tool on this page. Once you have selected your target toll-free number, click "Next" to move to the next step.
• Either type a number in for the first time or replace the existing ring-to number if one exists. Type in your target phone number without any dashes or formatting and click "Next".
• On this screen, you have the option of applying this phone number change to additional toll-free numbers you manage. Simply do so by choosing one or multiple of your toll-free numbers and selecting the right arrow to move the number(s). You do not need to move any of the numbers along the left panel for your ring-to request to take effect on your original target number. Note that the target number is listed along the top of this page.
• Once you have decided whether to update additional numbers, click "Alter Toll-Free Routing".
• Review your updates. Here you will see the list of altered toll-free numbers on the left and the new ring-to number along the right. You can select back to modify this change or cancel it altogether at this point. If you are satisfied, click "Submit Change" for your change to take effect.

Note that this FAQ applies to a service that is not part of a default Windstream Online account and may not be visible on your account. If you wish to add this service to your account, or verify whether or not you currently have this service, please contact our sales team at 800.852.9460.

How do I manage account codes?
If you use our account code services to easily monitor usage on your invoice, you may wish to add new account codes, modify or delete existing codes, print your code list, or otherwise manage this service. You can do this by following these quick steps:

• Log in to Windstream Online (windstreamonline.com [32]).
• Navigate to My Services > Account Codes > Manage Account Codes.
• Select the target account using the drop-down menu along the top.
• Choose one of our management function options.
  • For example, select "Add New Account Code" to launch a three-step process for adding codes.
  • Here in step one, you will generate a code reference, an easy to remember name, assign the appropriate department and region. Once you have finished adding codes, click "Next" to move to the next step.
  • In step two, you have the ability to select additional accounts to reflect the changes you are making.
  • Review your changes in step three and, if satisfied, click "Submit" for these changes to take effect.
    A similarly simple, three-step process is available to you for modifying or deleting existing account codes.

Note that this FAQ applies to a service that is not part of a default Windstream Online account and may not be visible on your account. If you wish to add this service to your account, or verify whether or not you currently have this service, please contact our sales team at 800.852.9460.

I do not see all accounts I manage. How can I add accounts to my view?
If you do not see all of the accounts you are expecting to be able to access within Windstream Online, please have your primary billing account manager Contact Us to ensure your accounts are setup appropriately in the billing system.

How do I view my bills?

• Log in to Windstream Online (windstreamonline.com [33]).
• Navigate to My Account > Invoices & Payments > Invoices.
• Within this view, drill down into the desired Invoice ID to view in PDF format.

How do I pay my bills?

• Log in to Windstream Online (windstreamonline.com [34]).
• Navigate to My Account > Invoices & Payments > Make Payment.
• Within this view, select an option underneath the Pay Now heading to either schedule a recurring payment or make a one-time payment.

Where can I view my remaining balance and/or current charges?

• Log in to Windstream Online (windstreamonline.com [35]).
• Navigate to My Account > Invoices & Payments > Make Payment.
• Within this view, you can see your Remaining Balance and Current Charges within the Invoice Summary.

How do I submit a Support Request/Trouble Ticket?

• Log in to Windstream Online (windstreamonline.com [36]).
• Navigate to My Support Center > Create Request.
• Complete the step by step Support Creation process as shown within the Create Request screen: Account Selection > Request Type > Request Details > Contacts > Confirmation.

I submitted a Support Request. Now what?

• After submitting a Support Request, you can track the progress on Windstream Online.
• Log in to Windstream Online (windstreamonline.com [37]).
• Navigate to My Support Center > View Requests.
• Within this screen, you can view Open, Waiting, Resolved and Closed requests, including the Latest Comments related to the Support Requests. If you have saved the Support Request incident number you are interested in, you can also filter on the individual request.

I have an update and would like to comment on an open ticket. Is this possible? Noting tickets
Yes. Windstream Online supports ticket notation, and we encourage you to use this feature if and when it will help us more expeditiously service your request. To add a note to an open support request, please follow these instructions:

• After submitting a Support Request, you can track the progress on Windstream Online.
• Log in to Windstream Online (windstreamonline.com [38]).
  Navigate to My Support Center > View Requests.
• Navigate to the correct account using the dropdown beneath "Account Selection".
• Here you will have the ability to find an open ticket by either:
  Scanning the list of open tickets.
  Filtering by incident number (INC00##########) and or service item in the "Options" section.
• Once you identified your support request, click on the hyperlinked name of that service request to open the record.
• Here you will be able to enter a comment in the "Request Activity" section by typing in the open window and clicking "Add"
• Once a comment has been entered, you can view the most recent comment on the View Requests screen.
• Note on this screen you can also review critical details of this support request as well as resolve the support request if you feel the issue has been resolved.

How do I resolve an open service request ticket?
If you believe your service request has been resolved and wish to report this to Windstream, you can do so using Windstream Online. Note that you are not required to resolve the support request and the customer care team will manage your support request, but you do now have the option of managing status on your own.

• After submitting a Support Request, you can track the progress on Windstream Online.
• Log in to Windstream Online (windstreamonline.com [39]).
• Navigate to My Support Center > View Requests.
• Navigate to the correct account using the dropdown beneath "Account Selection".
• Here you will have the ability to find an open support request by either:
  Scanning the list of open support requests
  Filtering by incident number (INC00##########) and or service item in the "Options" the section
• Once you identified your support request, click on the hyperlinked name of that service request to open the record.
• Here you will find the "Mark as Resolved" and you will also be able to enter a comment in the "Request Activity" section by typing in the open window.
• Finish by clicking "Add".
• To verify that your ticket has been resolved, your ticket should now display in the 'Resolved' tab on the View Requests screen.

How to review your support request ticket history
Windstream maintains support request history for 13 months. If you wish to keep records longer than 13 months, you will need to save a copy using the functionality provided in Windstream Online. To access and review your support history, please follow these steps:

• Log in to Windstream Online (windstreamonline.com [40]).
• Navigate to My Support Center > View Requests.
• The default tab on this screen is "Open" tickets. To the right of this tab you have "Waiting", "Resolved" and "Closed" tickets. You can review and print or save any of these support request tickets at any time.
• Note that if you would like to see the "Open", "Waiting", "Resolved" and "Closed" tickets related to all of your accounts instead of an individual account, you can select the "Show support requests for all accounts" checkbox in the Options section of the screen and then click "Filter" to apply this view.

How do I view the status and location the circuits associated to my account?

• Log in to Windstream Online (windstreamonline.com [41]).
• Navigat to My Support Center > My Network Map.
• A separate window should open with a map view of the circuits associated to your account. Each circuit is represented by a pin.
• If a separate window does not open immediately, use the "Click Here" link to activate and if this still doesn’t work, make sure your pop up blocker is not active for windstreamonline.com.

What is the difference between a partial and a full disconnect?
A partial disconnect is used when only select products or services are to be deactivated. A full disconnect deactivates all products and services.

Is there a charge to disconnect service?
Termination charges or Minimum Monthly Commitments may apply.

How far in advance can I request a disconnect?
Up to 45 days. It is important to note that we do not schedule disconnects on Fridays, Saturdays or Sundays or on Windstream recognized holidays.

I am transferring my service to another provider. Should I disconnect the service first?
No. A request to disconnect your existing products and services should only be initiated when your new provider has completed their installation work to avoid any loss of service. This includes transferring/porting some or all of your telephone numbers. If telephone numbers have been disconnected you will not be able to transfer them to a new provider.

If I submit my written notification to disconnect on June 1, will my billing end on that date?
No. We bill out 30 days from the written notification date. In this instance, your billing end date would be July 1.

What is a Referral Recording? Am I required to have one?
A Referral Recording is a pre-recorded message that informs your callers of your new telephone number. It is not required, but is recommended when changing a main or frequently used phone number.

How long does the Referral Recording stay active?
You can select 30, 60 or 90 days. Charges may apply.

I can't find the circuit I want disconnected. Can I still submit a disconnect request?
Yes. You can manually add the information. On Step 4 – Select Products screen, click 'I don't see the products I want to disconnect.' and enter detailed information in the text field provided.

I want to manage my BizPac account. How can I access BizPac?
Now you can access the same great features of BizPac via a separate login tab on the Windstream Online sign in page. After you log in on the BizPac tab you will be able to view and manage your account within the BizPac portal.

To expedite your customer support experience please visit:

• Enterprise Business Customers
• Small Business Customers
• Wholesale Customers