Get help with Billing questions

When your term contract reaches the expiration date, the promotional discounts you received also expire. Your service will then bill at our everyday low monthly rate. The promotional discount and expiration date are shown in your bill’s Monthly Charges section.

There are several conditions that could cause your bill to vary. Examples include:

• A promotion ending
• Billing adjustments
• Changes in your service resulting in a one-time fee
• One time fees; for example – PayPerView, VideoOnDemand, Tolls or Long Distance, Late payment charges, Non-Sufficient Funds (NSF)
• Partial month charges or a credit for a change made in the middle of your bill cycle

Please note: Tax charges can vary slightly depending on the number of days in the month. We will notify you about any upcoming rate changes on your bill.

For more information, watch our video on why your bill might be higher than expected.

You could receive up to three separate bills over the next 90 days. First, your regular monthly bill, which is your last bill for service. Second, a closing bill, which may include an Equipment Restocking Fee, any partial month charges, unpaid balances and early termination fees. Third, a bill that could include applicable credits, refunds and unreturned equipment fees/credits.

Frontier services are billed on a monthly subscription basis and a full month in advance. When you cancel your video and/or internet services, any early termination fees will be effective on the last day of your Frontier billing cycle. No partial month credits or refunds will be provided for previously billed video and internet services. Some voice services may be pro-rated based on your disconnection date. You may also be charged an Equipment Restocking Fee to help cover the cost of arranging for the return of rented equipment and placing that equipment back in inventory. If you don’t return the equipment we need back, you’ll be subject to an Unreturned Equipment Fee.

Any equipment that needs to be returned will be listed at the bottom of your Disconnect Service Order Confirmation email. You will receive an additional email/text with a unique QR code. Please take the equipment to the closest The UPS Store^® for shipment and show them your unique QR code. Be sure to get a receipt.

If you have any Frontier equipment that doesn’t need to be returned, please recycle it at your nearest recycling center.

You must return equipment within 30 days of completing your equipment return request. If we haven’t received your equipment within that time, you’ll be charged up to $500 for each unreturned device, depending on your model.

Deposits or credits will be applied to your account before we issue a refund. Refunds between $5 and $500 will be issued as a pre-paid Mastercard. Amounts over $500 will be issued as a check mailed to your billing address.

There are several convenient ways to pay your bill:

• Sign in to your account online or in the MyFrontier app.
• Make a one-time payment with Express Pay.
• Set up Auto Pay in your Frontier account or the MyFrontier app.
• Call our automated phone line at 800-917-7489 (17-digit account number is required).
• Pay in person.
• By mail addressed to: Frontier, PO Box 740407 Cincinnati, OH 45274-0407 (Please include your 17-digit account number).

For more information, read our How to pay your bill article to get step-by-step instructions or watch this video. If your account was disconnected or is inactive and you need to make a payment, call 800-917-7489.

If you miss a payment, or your account is suspended for non-payment, please pay immediately by any of the following options:

• My Account
• MyFrontier App
• Express Pay
• Automated payment line at 800-917-7489

Note: It may take up 24 hours to completely restore service after making a full payment.

Frontier account

1. Sign in to your account then select Auto Pay from the Quick links tile.
2. Click Set up Auto Pay.
3. Select your payment method.
4. Click the box to accept the terms and conditions.
5. Select Enroll.

MyFrontier app

1. Sign in to the app for Android or iPhone.
2. Tap Billing then Manage.
3. Tap the toggle next to Auto Pay to turn it on or off.
4. Choose or add a payment method and agree to the terms and conditions.
5. Tap Save.

Learn more about setting up or managing Auto Pay.

Sign in to My Account or use the MyFrontier app to check your current balance. You can also use our automated system by calling 800-917-7489. When prompted, say “Check my balance.”

If a payment is not received by the billing due date, you may be charged a late fee. Late payment fees are located under the One-Time Charges section of your bill. Avoid late payment fees, by enrolling in Auto Pay.

You may incur a partial-month charge when you start a new service or change services prior to your bill date. This means your next bill may include the extra days of service in addition to a full month of service.

When a payment is received by Frontier, you will get a confirmation to your email or mobile telephone on file. If your payment is not reflecting in your current balance, please contact your financial institution to verify the payment has processed. Note that if a payment is made after the due date, then your next bill may not reflect this payment.

If you mailed a check, money order, or paid by a third-party, it can take 7-10 business days for delivery and a payment to reflect on your account.

You can find your current balance in the MyFrontier app, by signing in to your account or by calling our automated system at 800-917-7489.

Credits or adjustments should appear on the bill following the date credits or adjustments were issued to your account.

If we try to process a payment and receive a notice for insufficient funds, we’ll re-submit your payment once. If the payment fails again, your bill will not be paid and your bank may charge a service fee.

Use Express Pay to make a one-time payment with another card or bank account without logging in. You can also make a one-time payment in the MyFrontier app or by signing into your account.

If you disagree with your payment history or balance due or your service is suspended for lack of payment, please chat with us online or contact us.

If you cancel service before the end of a special promotional offer, you are responsible for paying any applicable Early Termination Fees. The promotional discount and expiration date are shown in your bill’s Monthly Charges section.