My Account Support

Change/Update Existing Service

Use this section to upgrade and downgrade your service:

• If you choose to upgrade, your speed and price will change immediately, and you will be charged a prorated amount, depending on your billing date.
• If you choose to downgrade, your speeds and monthly bill will go into effect on your next billing date.

Steps to change your current package/service:

1. Log into My Account
2. In My Account HOME, under My Services tab, find Available Services
3. Click Order next to the package you want
4. A blue box will appear with the product summary, click Next
5. Select or add your payment method and click Next
6. Review order summary and click Submit Order

Change/Reset Your Password

1. Go to the My Account Login page
2. Under Password, select Forgot Password
3. Enter your username and click Email Link
4. We will send you an email to reset your password

Change Your Email/Username

1. Log into My Account
2. In the top navigation, select MY PROFILE
3. From the drop-down menu, select Manage My Profile
4. Under Manage Profile, click Edit Profile
5. Update your email address and/or username and click Update Information
   If you updated your email address, you will receive a confirmation email to your original email address informing you of the change, followed by a verification email sent to your new email address
6. To complete this update, you must check the inbox of the email address we have on file and verify your new email address within 24 hours

Change Service Location If You're Moving

1. Log into My Account
2. In MY Account HOME, under My Services tab, select Change Service Address
3. A blue box will display on the screen, select a location from the drop-down menu
4. Next, select a product or package from the drop-down menu (note – you will need to select the package to view price and speed)
5. Check the box to confirm your Change of Service (note – your current service will continue through the end of your billing cycle) and select Next
6. Confirm or complete filling out your information in the Order Service form and click Submit
7. Review Order Summary and click Submit My Order

Disconnect Service

Services available in My Account are prepaid services. If you need to cancel or disconnect your service, you must do so before your next billing date. Your service will remain active through the month paid and will expire on your next billing date. There are no refunds. Should you want to reactivate your service, your My Account will still be available.

1. Log into My Account
2. In My Account HOME, under My Services tab, select Disconnect
3. Select a Cancellation Reason from the drop-down menu
4. Click Yes Disconnect Services
5. The disconnection will occur on the next billing cycle

Log Into My Account

1. Go to the My Account Login page
2. Enter your Username and password
3. Click Log In

Report Fraudulent Emails, Viruses, Or Phishing Scams

You can report these types of issues to our Abuse Department at [email protected]. If you are forwarding an example email, please make sure to include the full message headers.

Update Your Contact Information

You may update your contact or profile information in My Account. To do so, follow the steps below.

1. Log into My Account
2. In the top navigation, select MY PROFILE
3. From the drop-down menu, select Manage My Profile
4. Under Manage Profile, click Edit Profile
5. Select whether you would like to update your Profile, Security Information or Both
6. Once you’ve updated your information click Update Information
7. To complete the update, you may be required to verify your change via email. In that case, please check the inbox of the email we have on file and verify your changes within 24 hours

Update Your Payment Method

1. Log into My Account
2. In MY Account HOME, next to AutoPay, select My Wallet
3. Select Add New Card
4. Enter information in the required fields, check the box to make it your default payment and click Next
5. Enter your new credit card information and click Submit

View Payment History

1. Log into My Account
2. In MY Account HOME, select the Payment History tab
3. To view transaction details, click the arrow next to the process date you wish to review