Frequently Asked Questions
Residential Billing
Payments
General Questions
Ordering New Services and Change of Service
Current Service
Products and Services
Email Accounts
Home Calling Card
Repair Service and Installation
Residential Billing
When is an automatic, recurring payment withdrawn from my bank or credit card?
The date that a monthly payment is automatically withdrawn from your banking or credit card account is printed directly on your statement. Payments through your banking institution are withdrawn 25 days after your statement date. Payments through your credit card institution are withdrawn 12 days after your statement date.
Where's my account number?
Please refer to your latest statement for your account number.
Payments
Are there penalties for late payments?
If your statement is not paid by its due date you will still be assessed a late charge, unless you live in Vermont, in which case you will not be assessed a late charge, but your service may be discontinued for nonpayment.
Note: If payment is received within 30 days from when your statement was mailed to you, it will not be considered late and you will not be charged for late payment.
We do offer assistance with helping you ensure that you do not miss a payment by accident as you can sign up for our automatic, recurring payment by completing the form on the back of your bill statement and following the instructions.
What if I want to change the way I make my automatic, recurring payment, such as with a new card or through my bank account?
You may enroll in or change your enrollment information for automatic, recurring payment service by completing the information needed that is located on the coupon of your bill or online. This information is used to authorize your financial institution to deduct the payment amount from your checking account.
Go green! If all FairPoint customers switched from paper billing, the annual savings could potentially add up to:*
2,305,333 tons of wood
25,512,066 million BTUs (total energy)
3,783,980,578 pounds of carbon dioxide equivalent
12,685,005,340 gallons of wastewater
1,515,102,137 pounds of solid waste
* based on information from www.papercalculator.org
When is an automatic, recurring payment withdrawn from my bank or credit card?
The date that a monthly payment is automatically withdrawn from your banking or credit card account is printed directly on your statement. Payments through your banking institution are withdrawn 25 days after your statement date. Payments through your credit card institution are withdrawn 12 days after your statement date.
To what address should I send my payments?
You should mail your payment to the address located on your bill statement:
FairPoint Communications
P.O. Box 11021
Lewiston, ME 04243-9472
What credit cards does FairPoint accept?
Visa, MasterCard, Discover, and American Express.
May I pay my bill by phone?
Yes, you may still pay your bill by phone by calling 1.866.658.9040. Please note that there is a $3.50 fee per transaction to pay by phone.
What payment methods can I use over the phone?
You can pay by check (using the routing number found on your check along with your account code), credit or debit card.
What payment methods can I use at CheckFreePay locations?
Please visit www.checkfreepay.com for this and other information about paying at CheckFreePay locations. Visit www.checkfreepay.com, go to the "Find a Location" tab click on the Agent Locater link and search for authorized biller by choosing "FairPoint Communications NE" as the biller and entering your zip code.
I live/work close to a FairPoint office. Can I make my payment at that location?
No, it is recommended that you either change to automatically recurring payments, or continue to make your payment by mail or phone. You may also pay your bill in person at a CheckFreePay location. Visit www.checkfreepay.com, go to the "Find a Location" tab, click on the Agent Locater link and search for authorized biller by choosing "FairPoint Communications NE" as the biller and entering your zip code.
I would rather pay my bill with cash, and I am near a FairPoint office. Can I make my payment there instead of going to the CheckFreePay agent where I have to pay a fee?
No, it is recommended that you either change to automatically recurring payments or continue to pay in the manner you have used in the past to avoid any potential delay in processing your payment. Our offices are not equipped to accept payments.
May I make a payment by sending cash instead of a check or money order?
Do not send cash in the mail. Please enroll in automatically recurring payments or send a check or money order. Place your account number on the check or money order and be sure to keep a copy of the money order for your records.
May I pay my bill online on the FairPoint Web site?
Yes, but you will need to set up an online account. Simply call us to create an online account (Residential customers call 1.800.400.5568 and Business customers call 1.800.400.5568). Once a new account is created you will be provided with a username and password. Access to your account can be found by navigating to the “My Account” link on www.fairpoint.com.
Will I still receive a bill statement in the mail if I sign up for online payment through FairPoint.com or automatic, recurring payment?
Yes, but you will have options. You will continue to receive a paper bill in the mail unless you opt to not receive one. If you decide to conserve paper, you can view your bill online by visiting www.FairPoint.com and elect to cancel receiving a paper bill. You may also reinstate receiving a paper bill at any time.
Is it safe and secure to make online payments?
FairPoint has taken steps to ensure your online bill statement and payment experience is secure within our systems. We use the VeriSign system, which is a standard you will find in many online transactions.
Is there a service fee for using online bill pay or automated bill pay service?
No, bill paying services are free of charge. However, you are responsible for any fees that may be charged by your financial institution, so we encourage you to contact them for details.
General Questions
I don't speak English
We're here for you, regardless of what language you speak. If you don't speak English, you may call either 1.866.984.2001 for residential service or 1.866.984.3001 if you are a business customer and speak to a representative in the language of your choice.
No hablo inglés
Estamos aquí¬para usted, sin importar el idioma que usted hable. Si no habla inglés, puede llamar al 1.866.984.2001 para servicio residencial o al 1.866.984.3001 si usted es un cliente de negocios y podrá¡hablar con un representante en el idioma que usted desee.
Je ne parle pas anglais
On est lá pour vous, quelle que soit votre langue maternelle. Si vous ne parlez pas anglais, vous pouvez appeler le 1.866.984.2001 pour le service rásidentiel ou le 1.866.984.3001 si vous étes un client commercial et ainsi parler avec un représentant dans la langue de votre choix.
Ordering New Services and Change of Service
I'm a business customer. Who should I contact?
The business customer service number is 1.866.984.3001.
Current Service
My service was disconnected for non-pay. What do I do?
Please contact FairPoint Financial Services regarding reinstatement of your service at 1.877.212.7445, and we will work with you to reinstate your services.
My seasonal service was suspended or disconnected. What do I do?
Please contact FairPoint customer service regarding reinstatement of your service at 1.866.984.2001. If you are a business customer, please call 1.866.984.3001.
Products and Services
How do I switch to FairPoint?
Please contact a customer service representative who will help you with your order. If you are a residential customer, please call 1.866.984.2001. If you are a business customer, please call 1.866.984.3001.
Email Accounts
Note: for detailed setup information click here.
What URL can I visit to access my email account?
You can access your new email account at www.MyFairPoint.net.
What is my login?
Your login is your email address with the suffix (e.g.: janedoe@myfairpoint.net).
Home Calling Card
What is the Restricted Call Home Calling Card service rate?
The Restricted Home Calling Card service rate is $.25 a minute
What service does the Restricted Call Home Calling Card provide?
The Restricted Call Home Calling Card is available to Residential Customers who want a way to conveniently call home toll-free and have the calls billed to their home telephone account. These calls are restricted to calling a designated telephone only.
Whom should I contact if I have a question about my Restricted Home Calling Card service?
To best serve you, all inquires and requests should be directed to the Customer Service Center at 1.866.984.2001.
Repair, Service and Installation
How do I report a problem with my service online?
You can easily report a service problem online at www.FairPoint.com. Simply select the e-Customer link and enter your username and password. (If you have not registered with e-Customer, you will need to establish an account by following the online instructions.) Once there, select "request repair" and enter the requested information. You will receive an acknowledgement and a separate confirmation number from our Service and Repair staff to indicate that we have received your inquiry.
Will I be notified once my services have been repaired?
Service and Repair staff will make every effort to contact you to let you know if/when a trouble issue has been closed.
What is the Service and Repair phone number?
Repair phone numbers that are listed in the Contact Us section of www.FairPoint.com.