Billing Questions

Questions about your bill? View our Guide to Your Bill.

How is service billed?
Your cable service is provided on a month-to-month basis. The monthly service charge, which includes any equipment lease fees and any installation charge, are normally payable when service is installed. After that, we will bill you each month in advance for service except for pay-per-view movies and events. Your cable bill will include a list of your services, package or special offer discounts, payments, credits and any applicable fees and taxes. You will normally be billed at the same time each month unless you disconnect and reconnect service.

How is my monthly fee charged?
Monthly fees for your service are billed one month in advance. New customers will see a greater monthly fee on your first bill. This is a partial month of service from your activation date to the end of your first billing period and a full fee for your next month.

What is the "balance forward" item on my bill?
Your balance forward should always be zero unless we did not receive a payment for a previous month. If there is an amount listed, this is due immediately. If you have sent in the payment at the time we are printing your bill, that payment will not be reflected on your statement and there will be a balance forward. Please call to ensure we received payment. If you believe there is an error on your bill, please contact us immediately.

What are franchise fees and taxes?
The Franchise Fee is a fee that cable companies pay to a government regulatory agency for placement of cable lines and to provide cable TV service to customers residing in that community. Federal cable legislation allows cable companies to pass this fee on to its customers. Standard city, count or state taxes vary by areas and are mandated by the government regulatory agency. The tax amount may change and is based on your service and equipment. The FCC tax is paid to the Federal Communications Commission.

What does it mean when my bill statement has been pro-rated?
A pro-rated charge reflects the length of time you use services. For example, if you add a service in the middle of the month, you are not responsible for paying the full monthly price. Instead, you will be charged a portion of the full monthly price based on the number of days you have had the service.

What information is on my monthly bill statement?
Your monthly cable bill not only gives you a listing of your current charges, payments and credits, but it may also contain special messages regarding service. Please take time to review your bill to ensure your name, address and other information is correct. Generally, you will be billed the same time every month unless you are notified otherwise.

Why isn’t my latest payment reflected on my new billing statement?
Sometimes bills are produced before all the payments are processed in our computer system. Your latest bill may have been produced prior to receipt and payment credit. Please call our customer service number listed on the bill to confirm payment was received.

What payment options are available?
You may mail your payment, pay over the phone at 1-866-928-3123 directly with your Visa or MasterCard 24 hours a day seven days a week, or pay online anytime. There are a variety of locations for paying your bill. Please contact customer service for the payment location nearest you.

When do I get billed?
Billing cycles are spread throughout the month based on the original installation date. Payment for service is due in advance for an entire month of service, plus any applicable installation and activation fees.

When is my payment due?
Payment is due as indicated on the billing statement each month. That date depends on your billing cycle.

What if I have a problem with my account?
In case of errors or questions about your bill, please contact our customer service department. To locate local customer service please visit the contact us page.

What if I miss the payment due date or do not pay the full amount due?
By not paying the invoiced amount each month as due, your account will fall into past due status and be subject to late, penalty, reconnect or termination fees.

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