Support | Your Bill
Understanding your new bill
Most customers are used to receiving a bill for electric service after they have used their service. But communications services, such as your cell phone bill, a Directv bill, almost always bill in advance of the service. Roanoke Connect is no different.
Roanoke Connect bills for its services on the 16th of each month. When you pay that bill, you are paying for service that begins on the 1st of the next month, and extends for the entire month.
As an example, if a subscriber receives a bill from Roanoke Connect on August 16th, that bill is paying in advance for access to the Internet from September 1st to September 30th.
your bill when your services are installed
When your services are first installed, Roanoke Connect is placing equipment in your home that could have a value greater than $750.00. When you add the costs of time and installation equipment, the total cost to provide these services to you tops $1000.00.
Roanoke Connect has standard installation charges to help recoup some of these costs. Those charges may be discounted or even waived from time to time depending up certain promotions which may be in effect.
If you subscribe to Internet access service, you are not charged for the day your service is installed. However, you will be charged for the first day you have the service available to you following the date of installation.
HOW YOU ARE BILLED FOR YOUR INTERNET ACCESS
It is important to remember that you are NOT being billed right when your services are installed. In fact there may be a significant delay between the time your services are installed and the time you receive your first bill. Let's look at this through some examples:
1. SERVICES INSTALLED BEFORE THE 16TH. If your Internet services were installed before the 16th of the month - for example on March 10th - then your billing would appear as such:
a. Pro-rated charge for Internet Service for the period March 8th - March 31st. This would be for 22 days of service (remember you are not charged for service on the day of installation).
If the monthly charge is $45.00 per month, then you would be billed at a rate of $1.50 per day, times 22 days of service, or $33.00. This would be for the service you used in March.
b. You will also be billed in advance for the service you will be using in April. This is your standard monthly bill of $44.99 per month and covers the period from April 1 to April 30.
You would be billed on March 16th for these services.
2. SERVICES INSTALLED AFTER THE 16TH. If your Internet services were installed after the 16th of the month - for example on March 20th - then your billing is going to be different:
a. Pro-rated charge for Internet Service for the period March 21st to March 31st.
If the monthly charge is $45.00 per month, then you would be billed at a rate of $1.50 per day, times 10 days of services, or $15.00
b. You will also be billed for your service for April 1st to April 30th - a total of $44.00.
c. HOWEVER, because you were installed after the bills were generated on March 16th, you will not receive your first bill until May 16th.
So your first bill will include your pro-rated charges from a. above ($15.00), your charges for April from b. above ($44.99), and your charges in advance for the period May 1 - May 31, which are $44.99.
Your total first bill, which covers service from March 1st through April 30th, and then your normal invoice rate for service in advance for May 1 to May 31, will total $104.98.