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Frequently Asked Questions




Billing

What is Suddenlink online bill pay?
What is EasyPay?
What are the benefits of EasyPay?
How much does it cost?
What payment methods are accepted?
How do I get an online account at Suddenlink.net?
Where can I find my account number?
Where can I find my Access Code (PIN)?
Is my login secure along with my bill payment and personal information?
When is the money for the payment drawn from my bank account?
What should I do if my payment isn't accepted?
What should I do if my online bill seems incorrect?
What happens when I move to a new address?
Can I register to pay 2 different accounts using the same email address?
Can I change from recurring payments back to making one-time payments each month?
Can I cancel my one-time payment transaction?
Can I make a payment greater than my regular monthly payment?
Why do I have to register to view my bill?
What if my email address changes?
How late in the day can a same day payment be credited, including what time zone?
What if my payment is late?
How can I stop receiving paper bills?
If I register for recurring payments, do the payments start right away?
Do I need any special hardware/software to signup?
How can I make a payment on my account?


What is Suddenlink online View/Pay bill?
Suddenlink's new bill payment option lets you make payments as well as receive and pay bills online. You can make payments anytime, anywhere, from any computer with internet access. You can also setup recurring payments with Suddenlink EasyPay.

What is EasyPay?
EasyPay is an automatic and recurring payment program that allows customers to pay their Suddenlink bill each month automatically using a bank account or credit card. The difference between EasyPay and View/Pay Bill is that EasyPay is an automatic and recurring payment program while View/Pay Bill is used for one-time payments and is neither automated nor recurring. You must login to pay your bill each time you wish to pay via the View/Pay Bill method.

What are the benefits of EasyPay?
EasyPay simplifies the monthly payment process for all types of businesses allowing you to save time and money. EasyPay is a convenient and secure way to manage your business account - receive payment confirmation, bill history (up to 5 prior months of billing), and e-mail notifications of payments. To sign up for EasyPay right now simply access your account at view and pay bill.

How much does it cost?
It's FREE! You can view and pay your bill online at no additional charge.

What payment methods are accepted?
You can use your business checking account, Visa, MasterCard, Discover or American Express.

How do I get an online account at Suddenlink.net?
First you must register by creating a user profile on Suddenlink.net. Then you will be able to access this information in the Manage Accounts section of our website.

Where can I find my account number?
You can find your account number on a recent Suddenlink bill. If you have a Suddenlink online account you can find it in the Manage My Account of the Account Summary screen.

Where can I find my Access Code (PIN)# ?
Please call a customer service representative for assistance with your Access Code (PIN) at 1.800.490.9604.

Is my login secure along with my bill payment and personal information?
Suddenlink's online service uses the following methods to ensure that your information is secure:
  • User Name & Password: Your user name and password are unique identifiers that only you know. If you don't share this information with anyone, then no one else can sign onto the service site pretending to be you.
  • SSL: Suddenlink uses SSL (secure sockets layer) that ensures your connection and information is secure from outside inspection.
  • Encryption: Suddenlink uses 128-bit encryption to make your information unreadable as it passes over the internet.
  • Automatic Sign Out: Suddenlink automatically signs you out of a session if you are inactive for a period of time. We recommend you sign out immediately after you are finished scheduling and making payments.



When is the money for the payment drawn from my bank account?
When making a one-time payment, the funds for the payment are debited from your account immediately. When making a recurring payment, the funds are debited on the scheduled payment date which is predetermined by your billing cycle. Keep in mind that you should always have funds available to cover the payment on that date.

What should I do if my payment isn't accepted?
This could be due to a number of factors, such as an account number or bank routing number that was entered incorrectly, or a problem with a server at your bank. Double-check your account information and try again. If you still have problems, please call a customer service representative for assistance at 1.800.490.9604.

What should I do if my online bill seems incorrect?
If there is an error with the billing, please call our customer service department at 1.800.490.9604.

What happens when I move to a new address?
Call a customer service representative at 1.800.490.9604 to transfer your services to your new address. When you change service to a new street address, you must register for a new online account.

Can I register to pay 2 different accounts using the same email address?
Yes.

Can I change from recurring payments back to making one-time payments each month?
Yes. To do this, you need to log on and click the "Change" button found on your Account Summary page. Here, you need to select the non-recurring payment option. This will instantly cancel your recurring payment setup. You will receive email notification when this occurs.

Can I cancel my one-time payment transaction?
When you make an online payment, Suddenlink will attempt to process that payment as soon as possible. You may call your customer service representative at 1.800.490.9604 to see whether the payment is still pending and if it is possible to cancel the transaction.

Can I make a payment greater than my regular monthly payment?
Yes, select the "Pay Now!" link on the Account Summary page and simply type in the amount of the payment you wish to send instead of your regular monthly payment amount.

Why do I have to register to view my bill?
We ask that you take this step as an additional security precaution. We want to ensure your privacy and be able to verify that you are the only one who views your billing statement. Users can update/change their profile Information by clicking "Update User Details" .

What if my email address changes?
If your email address changes, log in to your account and in the Manage My Account section on the Account Summary page click the Edit link next to your email address at the bottom right part of the page. Enter your new email address.

How late in the day can a same day payment be credited, including what time zone?
Payments can be credited to your account up until 11:59 p.m. Central Time on the day they are made.

What if my payment is late?
Customers who do not make a payment on or before the due date, may receive a late payment/delinquent notice. Customers who do not pay in a timely manner are subject to a late fee and/or interruption of service. Customers who are severely late may receive notice of possible disconnection. If an account is not paid in full service may be subject to disconnection. To have service reinstated the customer may have to pay a reactivation and reconnect charge.

How can I stop receiving paper bills?
Near the center of the Account Summary screen click the Billing Method link to select whether to receive both paper and electronic (email) bills or electronic only. This screen also allows you to select to go back to receiving paper bills.

If I register for recurring payments, do the payments start right away?
No. If you register for recurring payments you must still make a one-time payment for the current month.

Do I need any special hardware/software to signup?
No special hardware or software is required to use this service. You will only need Internet access and a Web browser on your computer. Please note that some older browsers use 40-bit encryption. For the highest level of security available, we suggest you use 128-bit encryption to access your bill. Your browser has 128-bit encryption security if you have the following:

Windows

  • Internet Explorer 6 or newer. Click Help > About Internet Explorer to confirm.
  • Netscape 6 or newer. Click Help > About Netscape to confirm.
  • Opera 3.0 or newer.
  • Mozilla Firefox 1.0 or newer U.S. version. Click Help > About Mozilla Firefox to confirm. At the bottom you will see something similar to this: "Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.7)" If you see a "U" after your platform (Windows or Macintosh) then you are using the U.S. version with 128-bit encryption. If you see an "I" instead of a "U" then you have the international version (40-bit) and are advised to upgrade.
Macintosh.
  • Safari 1.2 or newer.
You can download a browser capable of 128-bit encryption by visiting one of the following sites:

For Microsoft Internet Explorer, please go to: http://www.microsoft.com/windows/downloads/ie/getitnow.mspx

Technical support for Internet browsers is provided by the software supplier.

How can I make a payment on my account?
It's easy to make payments on your Suddenlink Business account. Options to make a payment on your account include online bill payment, setting up an EasyPay payment schedule, mailing your bill ,or making a payment by phone by calling a customer service representative at 1.800.490.9604. Payments can be mailed to -Suddenlink P.O. Box 660365 Dallas, TX 75266-0365.

Tech Support

How do I set up remote call forwarding?
How do I access call detail reports?
Can I upgrade my Internet speeds if my business grows or I need more bandwidth?
What are the DNS service addresses?
What are the DNS: mail exchange hosts?
What are the mail server settings?
How do I configure my email addresses?
How do I access my email account via the web?
What is the difference between a static IP and dynamic IP address?
How do I release and renew an IP address?
I need help troubleshooting Internet Explorer 7.0 for Windows Vista.
Options provided to ensure a secure internet connection port filtration

How do I set up remote call forwarding?
Remote Call Forwarding provides you the capability to route your calls to your choice of business locations-even to a mobile phone from any phone, inside or outside your office. Follow these instructions on how to set up Remote Call Forwarding.

How do I access call detail reports?
Standard Call Detail Reports (CDR) are available online for all business phone service. Simply log in to to view your bill and manage your account.

Can I upgrade my Internet speeds if my business grows or I need more bandwidth?
Absolutely. Suddenlink Business Internet service is scalable and can grow to meet the demands of your growing business. You can always upgrade to a new level of speed. Please contact Suddenlink at 1.800.490.9604 to upgrade your service.

What are the DNS service addresses?
The DNS server addresses are:

Primary
208.180.42.68
66.76.175.100


What are the DNS: mail exchange hosts?
The Suddenlink Mail hosts are:
mail.suddenlinkmail.com
mx.suddenlinkmail.com

DNS: 208.180.40.132

What are the mail server settings?
Incoming mail server: pop.suddenlinkmail.com
Outgoing mail server: smtp.suddenlinkmail.com

How do I configure my email addresses?
Configuring e-mail settings may be different from program to program, but all e-mail programs require the same basic information. Please refer to your e-mail platform specific FAQ for configuration assistance.
How do I access my email account via the web?
Click here to access your e-mail account via the internet.

What is the difference between a static IP and dynamic IP address?
Dynamic IPs are renewed every time you restart your system. Usually this number is different every time since it's pulled out of a pool of available Dynamic IPs from the Suddenlink Business system. Static IPs are assigned to our customers in select Internet packages. The customer's Static IP is always the same, which is a necessity when you are running a web server, mail server or any piece of equipment that needs to have the same IP address every time you access it.

How do I release and renew an IP address?
The following instructions will set you through how to view, release, or renew your IP address.
I need help troubleshooting Internet Explorer 7.0 for Windows Vista.
The following instructions will set you troubleshoot Internet Explorer and Windows Vista.
Options provided to ensure a secure internet connection port filtration
  • Suddenlink blocks the following ports: 135-139 UDP/TCO, 445.
  • Anti Spam - Suddenlink provides spam filtering for domain email owned by Suddenlink. Anti-spam filters are not all inclusive and may require additional filtering on Customer premises. Contact Suddenlink for more details.
  • Anti-Spyware - Suddenlink does not provide or support anti-spyware software. Anti-spyware programs are the sole responsibility of the end-user.
  • Anti-Virus - Suddenlink provides viral protection at the server level only. Only Suddenlink owned domains are scanned for viruses. This virus protection is not all-inclusive. Additional scanning is the responsibility of the end-user.