Frontier Billing: Frequently Asked Questions

Bill Redesign

We understand that bills can sometimes be confusing and difficult to understand. That’s why we are happy to announce that we’re giving our bill a makeover. Our goal is to make your billing experience as easy as possible and make sure that you know exactly what you’re being charged for. We want to make sure you’re able to review your bill quickly and easily, so you can stay on top of your expenses.

What’s changing?

Although the contents of our bill remain mostly the same, we've made some changes based on feedback from customers like you. We've made things more user-friendly by:
  1. Giving you a simplified account summary that's easy to understand.
  2. Breaking down charges so you can see exactly how they were calculated.
  3. Showing you a comparison of your current month vs. the previous month so you can see what's different and why.

To learn more, you can view a visual guide to your new bill design.

Will my service charges change?

No. Our redesign only applies to the look of the bill, not the services or associated charges. So, you can sit back and relax knowing that everything will remain the same.

Are the ways to pay your bill changing?

Not at all! We will continue to provide several options for paying your bill – online, in person, by mail, by phone, and our easiest, most convenient option, Auto Pay!

I’m already enrolled in Auto Pay. Will the new bill design affect my Auto Pay setup?

No, your Auto Pay schedule will not be affected, so you can expect your payments to be made on the same schedule as before.

Will the online statement include the new look?

Yes! You’ll get the updated look and straightforward formatting whether you’re viewing statements on your computer or mobile device, or if you receive a printed version in the mail. Paperless billing customers will continue to receive an email when their statement is available. As always, you can view a PDF of your bill when you log into your account.

Paperless Billing

Why is there a Printed Bill Fee?

The fee applies to internet customers. It helps improve efficiency, allowing us to keep the cost of internet services low while creating a sustainable and convenient digital connection. Going forward, Paperless Billing is your free, environmentally friendly billing option.

Does the Printed Bill Fee apply to all customers?

The fee applies to all customers except:
  • Customers with traditional (tariffed) voice service only
  • Customers on programs including Lifeline, California Affordable Broadband, California Fundamental Internet, Affordable Connectivity Program
  • Customers with disabilities (e.g., request braille or larger print bills or upon escalation of an extenuating circumstance, such as seniors who are unable to pay their bill online or over the phone)
  • Business customers
  • New York, Pennsylvania, and Connecticut customers

How do I sign up for paperless environmentally friendly billing?

With an existing account:
  1. Sign in to your account
  2. In the My Billing drop down, select My Billing.
  3. Find the tile that says Paperless Billing is off.
  4. Select Enroll in Paperless.
  5. A pop up will appear explaining Paperless Billing. Select OK.
Without an existing account:
  1. Create an account
  2. In the My Billing drop down, select My Billing.
  3. Find the tile that says Paperless Billing is off.
  4. Select Enroll in Paperless.
  5. A pop up will appear explaining Paperless Billing. Select OK.

What are the benefits of Paperless Billing?

Besides avoiding the $2.99/month fee, going paperless means reducing waste and our environmental impact, something we all can benefit from! Caring for the environment is one of our core beliefs. Red Loves Green is our commitment to sustainability in the technology we use, the way we do business, and the digital connections we enable for our customers. Find out more about our commitment to sustainability at Red Loves Green.

Paperless billing also means having all your bills organized in one place and just a click away - with access to 13 months of statements online anytime.

Promotions and Charges

When does promotional pricing expire?

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 is shown in the ‘Monthly Service Charge’ section of your bill.

Why did my bill increase?

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 - Pay-Per-View, Video On Demand, 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.

Service Disconnection and Account Closure

What can I expect after disconnecting my service?

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.

How are services billed when I disconnect?

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.

What do I do with my equipment?

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 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.

Equipment must be returned within 30 days. If Frontier has not received the required equipment within that time, you will be charged up to $150 for each unreturned device.

What is an Early Termination Fee?

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.

Where's my refund?

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

Paying your Bill

How do I pay my bill?

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 800-801-6652 (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 800-801-6652.

What if I miss a payment or my account is suspended?

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

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

What is Auto Pay?

Auto Pay is a safe, easy and secure way to pay your bill every month. The balance on your account is automatically paid each month on your due date from either a credit/debit card or bank account. Sign into My Account and select “Manage Auto Pay” from the My Payments menu to get started.

For more information, watch our video on how to sign up for Auto Pay.

How can I manage Auto Pay?

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.

How do I check my current balance?

Sign into My Account or use the MyFrontier app to check your current balance. You can also use our automated system by calling 1-800-801-6652. When prompted, say "Check my balance."

Why is my payment not showing on my account?

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 800-801-6652.

Understanding My Bill

Why do I have a late payment charge?

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.

What are the partial-month charges on my bills?

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.

How long does it take to see a credit or an adjustment on my bill?

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

Where do I find my account number and PIN?

  1. Sign in to your account.
  2. In the My Account drop down, select My Profile.
  3. You’ll find your account number and PIN in the Account information tile.
  4. For added security, your account number and PIN are hidden by default. Select the eye icon next to your account number or PIN to show your information. Select it again to hide your information.

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IN THIS ARTICLE
  • Bill Redesign
  • Paperless Billing
  • Promotions and Charges
  • Service Disconnection and Account Closure
  • Paying your Bill
  • Understanding My Bill

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