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 any change in your monthly billing will be effective on your next billing date

Steps to change your current package/service:

1. Log into My Account
2. From the dashboard, select Services on the left side of the screen
3. Under your active service select Change
4. Your screen will update with all plans available at your address. Select the plan you would like
5. Your new plan will appear with a Payment Summary on the right-hand side of the screen. Select Proceed
6. You will review your order and click Submit Your Order
7. Once your order has processed, you will see a confirmation pop-up with your order number indicating that your order is complete

Order New Service

If you already have a My Account, you can order new services through the portal.

1. Log into My Account
2. From the dashboard, select Orders on the left-hand side of the screen
3. Click Place New Order
4. Enter your new address
5. Your screen will update with all plans available at your address. Select the plan you would like
6. You will see your selected plan and the Payment Summary will display. Select Proceed
7. You can confirm or update your preferred payment. Select Proceed when complete
8. Review your order and click Submit Your Order
9. Once your order has processed, you will see a confirmation pop-up with your order number indicating. Now that your order is complete. Your new service will take effect immediately

Change Your Password

1. Log into My Account
2. Go to the dropdown menu in the top right corner of your screen with your name and account number
3. Select My Profile
4. At the bottom of the screen, select Change Password
5. First enter your current password
6. Next enter your new password
7. Enter your new password one more time to confirm
8. Select Change Password
9. A pop-up will appear letting you know that you must log in. Click OK to proceed
10. Once your change is confirmed, a Success pop-up appears select OK to proceed
11. Log in again with your new password

Change Your Email/Username

1. Log into My Account
2. Go to the dropdown menu in the top right corner of your screen with your name and account number
3. Select MY PROFILE
4. From the Personal Information screen, select Edit next to your current email
5. Enter your new email/username into the New Email field
6. Enter your new email address again to confirm
7. Select Submit to confirm the change
8. A pop-up will appear letting you know that you must log in again, after your email/username has changed. Click OK to proceed
9. Once your change is confirmed, a success pop-up will appear. Select OK to proceed
10. Log in again with your new email/username

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 your billing cycle and will expire on your next billing date. There are no refunds. Should you want to reactivate your service, your My Account will remain available.

1. Log into My Account
2. From the dashboard, select Services on the left side of the screen
3. Under your active service, select Disconnect
4. You will see a pop up to confirm your request. Select Yes to proceed
5. Select a reason for disconnecting service
6. Confirm your request by selecting Disconnect Service
7. Once your request is confirmed, a pop-up will appear when your request is confirmed

Reactivate Service

1. Log into My Account
2. From the dashboard, select Services
3. Under your service, select Reactivate
4. Your screen will update with all plans available at your address. Select your preferred plan
5. Your new plan and Payment Summary will display. Select Proceed
6. Confirm or update your preferred payment. Select Proceed when complete
   
   IMPORTANT: If there has been changes to your Preferred Payment Method please select Add Card and fill out required fields. You may use the same card as before, but billing information must be current (i.e., billing address, and expiration date)
7. Review your order and click Submit Order
8. A confirmation pop-up with your order number. Your service will be reactivated immediately.

Cancel Your Order

1. Log into My Account
2. From the dashboard, select Orders on the left side of your screen
3. Click on the Actions button on the order you would like to cancel
4. Select Cancel Order
5. A pop-up will appear asking you to confirm your request. Select Yes
6. Select a reason for cancellation reason
7. Click Continue to confirm
8. A confirmation pop-up will appear indicating your request is complete

Reschedule Installation

1. Log into My Account
2. From the dashboard, select the Orders tab on the left-hand side of your screen
3. Click the Actions button on the order you would like to reschedule
4. Select Reschedule Installation Date
5. Your screen will populate with available installation times. Click on the new time/date for installation
6. Once you have chosen a new date and time, click Confirm at the bottom of the screen
7. A Confirmation pop-up will appear indicating your request is complete

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 can update your contact or profile information in My Account following the steps below.

1. Log into My Account
2. Go to the dropdown menu in the top right corner of your screen with your name and account number
3. Select MY PROFILE
4. Select an option to update
5. Click Submit to confirm your changes

Update Your Payment Method

1. Log into My Account
2. From the dashboard, select Billing on the left side of the screen
3. Select Add Card and fill out the required fields. Check the box to make it your default payment method and click Next
4. Enter your credit card details. Click Submit
5. After your new payment method's been added, select Change Card
6. Select your new payment method, and click Change Card.
   Your new card will be the last card listed. You may also delete old cards. Please allow a couple minutes for this change to be reflected in My Account.

View Payment History

1. Log into My Account
2. From the dashboard, select Payments on the left side of the screen
3. To view transaction details, click the payment you would like to review