Customer Support > FAQs
Billing Questions
- What are my options for billing?
- How will my first bill differ from my typical monthly bills?
- What are your late payment policies?
- What if I have a dispute?
- Do your prices include taxes?
Installation Questions
- What is the installation procedure?
- Why do I need the landlord permission form?
- Do you have an installation charge?
Answers
What are my options for billing?
Plenty. We can bill you via the U.S. Mail, create an automatic debit through your checking account, you can pay via credit card or you can view your bill online and can choose to have your bill delivered via email if desired. Please note that we do not accept cash at our walk-up window at 200 Church Steet.
How will my first bill differ from my typical monthly bills?
There are three one-time fees you should expect to be applied to your first bill:
1. Prorated Initial Charge for service after installation
Because your installation will occur during the course of a billing cycle, the days from installation to the end of the billing cycle will be prorated. This means your first bill will cover a longer period and so be different (higher) than a simple one-month bill.For example, if your installation occurred on June 12th, your first bill will arrive around July 1st. That bill will include the prorated charges for service from June 12th to June 20th, in addition to the standard monthly charge for June 21st through July 20th. In other words, your bill will reflect your monthly charge as well as the additional charge for those eight days prior to your first full billing cycle.
2. Installation Charge
We list installation charges on your first bill as follows:
• 1 service installed – $75
• 2 or 3 services installed – $503. Wiring Charge
If you chose to have any additional wiring performed, the associated charge will appear on your first bill.
What are your late payment policies?
Your bill we be due upon receipt. If payment is not received before the next billing cycle finance charges of 1.5% shall apply to the unpaid balance. If the unpaid balance is not paid within 30 days, collection and disconnection procedures will begin. Please consult the Subscriber Agreement for a full explanation.
Any objections to billed charges must be reported to BT within forty-five days after receipt of bill. Objections may be filed in person at BT’s Business Office, by telephone or by mail. Any adjustments or additional charges are shown separately on each bill. If you are unable to resolve your dispute to your satisfaction there is further recourse. Please consult the Subscriber Agreement for a full explanation.
Our prices do not include taxes or other fees required by law. You will see the same taxes that you currently see on your current providers bills.
What is the installation procedure?
We will arrange a time that is convenient for both you and BT to install the services you order. Someone must be home during the installation. The installer will greet you and review the procedure of installing the Network Interface device and the subsequent connection of the service you ordered. Each service will be tested in your presence to confirm their status. You will need to sign the installation form indicating that your services were successfully installed. The installers will provide you with a welcome packet that contains important information.
Why do I need the landlord permission form?
If you are not the property owner then BT must receive permission to bring the fiber optic line to the property and install and Network Interface Device on the building. Get a Landlord Permission Form (PDF) >
Do you have an installation charge?
Our standard installation charge for residential service is:
• 1 service installed – $75
• 2 or 3 services installed – $50 (this fee is waived for Double or Triple Play Bundles)
Set Up New Residential Service
Call us at 540-0007 or place your order online >
