Support Center

Hotline/Disconnect FAQs

What is a hotline?

A hotline is an interruption of service when an account balance is past due.  

When are hotlines processed?

Monday-Friday (excluding holidays)

When would my account be hotlined?  

Accounts may be hotlined if an account balance is past due over a certain number of days.  Accounts less than 6 months old will be hotlined after 12 days past due; accounts established over 6 months will be hotlined after 40 days past due. 

Will I receive a courtesy call or message before my account is interrupted with a hotline? 

Customers will receive a courtesy call or text message before the hotline from Customer Service.  If via phone call, information on the upcoming interruption date, the balance due, and the disconnect date will be provided to the customer, after the account password has been verified.  

What do I need to do to avoid hotline?

Pay past-due balance prior to hotline date or select the option to do a “promise to pay” via the customer’s online self-care account.

How do I restore my services once hotlined?

Customer can request the restore via email to, by phone, in-store, or online via the customer's self-care account by selecting the "promise to pay" option. Services will automatically restore if payment is made via customer’s online self-care account.    

What happens if I don’t pay my account after hotline?

Failure to pay the balance within 7 days of hotline, the account will be disconnected for non-payment and may be subjected to an additional reconnect fee along with full balance to restore services.   

How do I avoid paying the reconnect fee?

Reconnect fees will be applied if disconnected.  However, if payment is made on same day of disconnect, the reconnect fee will be waived. 

What happens if I do not pay my account balance?

Failure to pay after disconnection will result in the account being transferred to a collection status.   

Can I set up a payment plan?

Yes, please contact Customer Service and talk with a representative to learn what your options are. 

What are the reconnection fees?

1 line of service: $30 + tax

2-4 lines of service: $40 + tax

5+ lines of service: $50 + tax

*Reconnect Fees are taxable and will only be waived if paid on day of disconnection.

Published on December 3, 2019
Updated on March 4, 2024