Overview
To support you as you learn more about what Windstream Online has to offer, we generated this convenient frequently asked questions (FAQ) webpage. Windstream is committed to teaming with you and delivering the highest level of personalized service available. We are continuously identifying smarter ways to make your life easier and our winning team that much stronger. Integrating online services and providing you with new functionality are two ways this online portal enhancement will help meet these goals. We thank you in advance for your patience during this process and look forward to continuing to exceed your customer service expectations here at Windstream.
I do not have a copy of my invoice so do not have my PIN. What should I do?
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.
I am a Business Customer
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:
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.
I am a Residential Customer
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:
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.
First-time login
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.
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.
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.
Residential Customer Billing
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.
Residential Customer 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].
Log in to Windstream Online
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.
Windstream Online Account Administrator Login
User Login
What is and where can I find my PIN?
Can I access my PIN if I do not have access to my invoice?
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?
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:
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.
Windstream Online Administrator
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?
How do I change Windstream Online user permissions?
How do I become an Administrator?
How do I add Administrators to my account?
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.
Navigating Windstream Online
Where is my Navigator Portal (now known as Windstream Cloud Portal), Dashboard and the Customer Forms site?
Where is the Windstream Network Portal (WNP)?
Where is Advanced Application Reporting (AAR)?
Manage Services and Tools
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:
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.
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:
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:
Business Customer Billing
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?
How do I pay my bills?
Where can I view my remaining balance and/or current charges?
Support (previously Trouble Ticketing)
How do I submit a Support Request/Trouble Ticket?
I submitted a Support Request. Now what?
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:
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.
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:
How do I view the status and location the circuits associated to my account?
Service Disconnect
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?
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.
Business Customer Contact Us
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