Frequently Asked Questions

 

Billing Pertaining to All Customers

Residential, Business, Government, Educational and Wholesale Customers

IMPORTANT: Due to our transition to a new billing system located in northern New England, residential and business customers may receive their statement about 10-20 business days later than usual.

Don't worry! 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.

Soon, you can expect to receive your statements at the same time of month you have typically received it. In some cases, this date may change to a few days earlier or later than you are used to, but you still have 30 days to make your payment.

Please check the date printed on your statement to confirm your payment due date. If you currently have your recurring payment automatically deducted from your account, you may notice a similar change in your payment date. Direct payment Option customers will have their account debited 25 days from the bill close date, Credit Card billed customers will have their account debited 12 days from the bill close date.

NOTE:Your new bill reflects credits and payments differently than it has in the past. Any negative amount is represented as a number in parenthesis instead of a negative sign before the number. For example, a $5 credit is shown as: ($5.00).

 

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When is an automatic, recurring payment withdrawn from my bank or credit card?

The date that a monthly payment is automatically withdrawn from your banking or credit card account is printed directly on your statement. Payments through your banking institution are withdrawn 25 days after your statement date. Payments through your credit card institution are withdrawn 12 days after your statement date.

Now that the transition of services is complete, has my bill changed?

Yes, you will see some very minor changes to your bill. These changes have been made to make it easier for you to read and understand your bill.

Has my account number changed?

In some cases, account numbers may have changed slightly from the formats previously needed or used. Please refer to your latest statement

I have not received my bill statement. When can I expect it?

As we transition to a new billing platform, bill statements will be delayed following the transition period.

Don't worry! 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.

If you have any concerns or difficulty in completing your payment on time, please call residential customer service at 1.866.984.2001, or business customer service at 1.866.984.3001 prior to the due date.

 

Business Billing

I am a FairPoint enterprise customer. Which billing systems have changed since the transition period?

If you previously used VZ 450 electronic file transfer, Electronic Data Interchange (EDI) or Bill Manager CD-ROM, your billing system has changed. We have implemented alternative billing solutions. Please contact your account management team for further details.

 

Payments and Your New Statement

Now that the transition of services is complete, will there be changes to late payments?

No, 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?

The location of the payment center has been moved, and 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. It is recommended that you either 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.

I was able to pay my bill online with Verizon, am I now able to do it on the FairPoint Web site?

Online bill payment was temporarily suspended by Verizon in April due to the transaction between FairPoint and Verizon. However, FairPoint is pleased to announce that starting in March 2009, you will be able to view and pay your bill online again. Simply call us to create an online account or if you had an online account before with Verizon, you will have that same user account. All customers with previous online user accounts have been sent account and user information via the e-mail registered to that account.

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 ordered new products and services during the transition period. What can I expect now?

Depending on the service you ordered, we have either recorded your information and told you we would get back to you at a later date to verify and schedule installation, or have asked you to call back following the transition period. This delay was necessary to ensure that all correct information was moved from the Verizon systems to the FairPoint systems. If we recorded your information and a customer service representative has not yet responded, or if we asked you to call back, please call the customer service center at 1.866.984.2001.

What is the transition of services period?

The transition of services period refers to the period during which we moved from the Verizon Communications systems to our own new FairPoint Communications systems. After the transaction between FairPoint and Verizon was completed on March 31, 2008, FairPoint used Verizon's systems for installation, repair support services, billing, etc. This was done while preparing to transfer to newly developed systems dedicated to customers in Maine, New Hampshire and Vermont. These new systems allow FairPoint to provide enhanced services to these customers and allows for greater flexibility in responding to customer needs.

When did the actual transition from Verizon to FairPoint systems occur?

The transition of systems took place from January 31, 2009 to February 8, 2009, and is now complete.

Now that the transition of services has been completed, how do I contact FairPoint? Is the call to FairPoint toll-free?

Customers will continue to call the same toll-free numbers for service, which are 1.866.984.2001 for residential service and 1.866.984.3001 for business service. A few numbers have changed and are available online. Your new bill will also include the most current contact information.

Who monitored the transition planning?

The Liberty Consulting Group, a third-party monitor, was responsible for assessing FairPoint's readiness to transition from Verizon systems to our new systems. Liberty was selected by the state regulatory agencies in Maine, New Hampshire and Vermont.

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 aquí­para 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. Should I contact the same number and same sales representative?

Yes, the general customer service number and your sales representative contact information have not changed. It remains 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

Have any products or services been changed or discontinued due to the transition and will prices change?

With very few exceptions, FairPoint has continued to offer all of the same services. However, you may notice the actual names of certain products and services have changed. This will not affect the type of service, quality or price.

Why have the product and service names changed?

Many product and service names are proprietary to a company. For trade marking reasons, FairPoint has assigned different names to products and services formerly offered by Verizon Communications.

Does FairPoint now offer new products or services?

Yes! FairPoint is developing exciting new products and services for our customers. For example, we are currently expanding our high-speed Internet network and working on our powerful new MPLS (Multi-Protocol Label Switching) network for business. MPLS consolidates voice, video and data flow over one IP connection, delivering reliability and resiliency.

How do I switch to FairPoint?

Please contact a customer service representative who will help you with your order.

 

Email Accounts

Note: for detailed setup information click here.

Important reminder:

Email forwarding ends on May 1, 2009. When you transitioned from Verizon to FairPoint Internet Services on January 30, 2009, we arranged to have Verizon automatically forward all emails sent to your old @Verizon.net email address to your new @myfairpoint.net email address for a limited time. Please be aware that Verizon will no longer forward emails starting May 1, 2009. Please make sure that your email contacts are aware of this change. Any emails sent to your old @verizon.net email address will be returned to the sender as undeliverable. Moving forward, all email must be sent to your new @myfairpoint.net email address.

What is the process to change my verizon.net email account to a FairPoint account?

Some email users may have to take a few simple steps to make sure their email accounts are successfully migrated to FairPoint. FairPoint has sent all customers detailed instructions on how to migrate their account should this be required. If you have not received this packet, please call 800.240.5019.

What happens if I haven't made the necessary changes to migrate my email?

If you have not yet completed the steps necessary to access your new FairPoint email account, you may have experienced a disruption of email services. FairPoint has sent all customers detailed instructions on how to migrate their account should this be required. If you are experiencing problems, please check your settings or call 800.240.5019 for more information.

How has my Outlook/POP server been updated to allow me to receive emails to my FairPoint account?

You have to take a few simple steps to make sure your POP server is updated to receive your FairPoint emails. FairPoint has sent all customers detailed instructions on how to accomplish this. If you have not received this packet, please call 800.240.5019.

Are there any privacy issues I should be concerned about regarding the migration of my email?

No, FairPoint has worked to ensure that the email migration process for all customers is safe and secure for all customers.

What URL can I visit to access my new email account?

You can access your new email account at www.MyFairPoint.net.

Has my login or password been changed?

Your login is now your email address with the suffix (e.g.: janedoe@myfairpoint.net). Your password has not changed.

Do I still have access to my co-branded portal login?

No, you no longer have access to the Yahoo! portal features or any other portal you may have used (AOL, MSN or Verizon). We have automatically moved all Verizon.net email messages you have received in your Verizon Webmail box directly to your new MyFairPoint.net Webmail box. Your settings have been transferred, too.

Have my value-added services been changed?

Many of the Internet Enhanced services, including Games on Demand and FairPoint Internet Security Suite will continue.

 

iobi®

When will my iobi® service end?

All IOBI service has been discontinued effective early February, 2009 due to the completion of the transition of services.

Why have the iobi® services been discontinued?

The IOBI Call Management Services are proprietary and owned by Verizon Communications. Due to the merger of Maine, New Hampshire, and Vermont telephone services into the FairPoint Communications network these services are no longer available.

What iobi® services have been affected?

  • iobi® Home
  • iobi® Professional
  • iobi® Enterprise

What are my options since the iobi® service has ended?

FairPoint is evaluating several robust unified messaging and call management solutions. In the interim, FairPoint Communications offers a variety of calling features capable of satisfying many of your immediate call management needs.

Some features to consider are:

  1. Caller ID with Name - Screen callers and decide how to handle the calls
  2. Call Forwarding - Call routing capability so you never miss another call
  3. Home or Voice Mail Central - Voice Message Access, and with Voice Mail Central integrate your multiple phone numbers into a single mailbox
  4. Call Intercept  - Block unidentified and undesired callers

Who should I contact if I have question about my iobi® service?

To best serve you, all inquires and requests should be directed to the Customer Service Center at 1.866.984.2001, or 1.866.984.3001 if you are a business customer.

 

Personal Toll-Free Service

When did my Personal Toll-Free service end?

Since the completion of the transition of services in February 2009, FairPoint Communications has discontinued Personal Toll-Free Service (PTFS) in Maine, New Hampshire, and Vermont. PTFS existed as both a standalone product and a service that was bundled with FairPoint's Calling Card Plans (Away From Home Basic and Away From Home Plus). The PTFS service has been discontinued as a standalone service, and as a feature in the Away From Home Plans. The Away From Home Basic and Plus calling card plans will continue to be a supported service.

What are my options now that the Personal Toll-Free service has ended?

Customers who formerly used the PTFS service may continue to make calls using the Away from Home Basic or Plus Cards, by making direct dialed calls, or by making a collect calls. FairPoint has re-rated calling card calls to the same rates as the Personal Toll Free service so users can take advantage of that service to give them the same capability as the Personal Toll Free service gave them.

Whom should I contact if I have questions about my Personal Toll-Free service?

To best serve you, all inquires and requests should be directed to the Customer Service Center at 1.866.984.2001.

 

Talking Call Waiting

When will Talking Call Waiting service end?

Since the completion of the transition of services, Talking Call Waiting is no longer available.

What are my options now that the Talking Call Waiting service has ended?

FairPoint Communications is evaluating a number of robust unified messaging and call management solutions that we hope to make available in Mid-2009.

In the interim, FairPoint Communications can provide Call Waiting Identification. When you're already on the phone, Call Waiting ID lets you know the name and number of a second "call waiting" caller before you answer. With Call Waiting ID, when you hear the Call Waiting tone, the display shows the name and number of the person calling so you can take a second call if you know it's important - or choose to wait and return the call later.

 

Home Calling Card

When will my Restricted Call Home Calling Card service rate change and what will it be?

The Restricted Home Calling Card service rate has been reduced, effective early February 2009, the per minute calling 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.

Why is the rate for the Restricted Call Home Calling Card changing?

The rate adjustment was scheduled to provide an equivalent replacement service for the Personal Toll Free service which was discontinued in February 2009. The rate has been adjusted to $.25 a minute to equal the rate of the Personal Toll Free Service.

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.

Have the Service and Repair phone numbers been changed?

There are now new repair phone numbers that are listed in the Contact Us section of FairPoint.com.

 

Wireless

When will my One Point Wireless Notification service end?

The Wireless Notification service associated with One Point Voicemail is no longer available. One Point Voicemail now has a new name: FairPoint Voicemail Central.

Why was the Wireless Notification service discontinued?

The Wireless Notification feature of One Point Voicemail is a proprietary agreement between Verizon and Verizon Wireless and therefore is not available to FairPoint Communications. Wireless Notification sends a text message to your Verizon Wireless digital phone whenever you have a new voice mail message in your voice mailbox.

What are my options now that the Wireless Notification service has ended?

FairPoint Communications is evaluating a number of robust unified messaging and call management solutions and plan to reintroduce this and other advanced services by Mid-2009. Please note that with One Point Voicemail that notification to a pager will continue to be available. A special notification to another assigned phone number will also be available. All other features of One Point Voicemail will continue to be available: Unified mailbox for up to 4 phone numbers, Pager notification, Special Delivery Notification, Wake-Up Calls, Multiple Mailboxes, Mailbox Messaging, and Reminder Service.

In the interim, you can utilize one of the call forwarding features available with One Point Voicemail:

  • Pager notification
  • Call Forwarding
  • Special Delivery Notification

Who should I contact if I have question about my Wireless Notification service?

To best serve you, all inquires and requests should be directed to the Customer Service Center at 866.984.2001.