Billing and Payment FAQs

What information is on my monthly services statement?

Your monthly broadband bill not only gives you a listing of your current charges, payments and credits, but it may also contain special messages regarding service. Please take time to review your bill to ensure your name, address and other information is correct. Generally, you will be billed the same time every month unless you are notified otherwise.

How is service billed?

Your cable service is provided on a month-to-month basis. The monthly service charge, which includes any equipment lease fees and any installation charge, are normally payable when service is installed. After that, we will bill you each month in advance for service except for Pay-Per-View movies and events, and any fees associated with activity on your account. Your cable bill will include a list of your services, package or special offer discounts, payments, credits and any applicable fees and taxes. You will normally be billed at the same time each month unless you disconnect and reconnect service.

How is my monthly fee charged?

Monthly fees for your service are billed one month in advance. New customers may see a greater monthly fee on their first bill. This reflects any service fees not paid at the time of installation, the monthly service charge from activation to the end of the first billing period, and the next month of service.

"What is the "balance forward" item on my bill?

Your balance forward should always be zero unless we did not receive a payment for a previous month. If there is an amount listed, this is due immediately. It is possible that your bill was printed before your payment was received, in which case you may have a balance forward amount listed. Please call to ensure we received payment. If you believe there is an error on your bill, please contact us immediately.

What are franchise fees and taxes?

The franchise fee is a mandatory, government-imposed fee that is passed through cable companies to subscribers for placement of cable lines and the providing of cable TV service to residential areas. Standard city, county or state taxes vary by area and are mandated by a government regulatory agency. The tax amount may change and is based on your service and equipment. The FCC tax is paid to the Federal Communications Commission.

What does it mean when my bill statement has been pro-rated?

A pro-rated charge reflects the length of time you use services. For example, if you add, change, or drop a service in the middle of the month, you will be charged a portion of the full monthly price based on the number of days you have had the service. Likewise, if your introductory package promotion ends in the middle of the month, you will see a mid-month change in price.

Why isn't my latest payment reflected on my new billing statement?

It is possible that your bill was printed before your payment was received, in which case you may have a balance forward amount listed. Please call to ensure we received payment. If you believe there is an error on your bill, please contact us immediately.

What payment options are available?

You may mail your payment, drop your payment off at one of our convenient payment centers, enroll in our auto-pay program, pay over the phone at 1-800-427-8686 directly with your credit card, or pay online anytime.

Why do I see a service listed twice on my bill?

If you have an introductory package promotion that ends before the end of your billing cycle, you may see the service listed twice- once at the introductory offer price, for the length of time that is applicable, and once at the regular price, for the remaining length of time on your billing cycle.

When do I get billed?

Customers are billed throughout the month, based on the original installation date. Payment for service is due in advance for an entire month of service, plus any applicable installation and activation fees.

When is my payment due?

Payment is due as indicated on the billing statement. Payment will be due on the same date each month.

What if I miss the payment due date, or do not pay the full amount due?

By not paying the invoiced amount each month, your account may be subject to late fees and potential termination of service.