Billing Frequently Asked Questions

Specific questions about your bill? We can help.
  • Account Summary
  • Payment Stub
  • Frontier Monthly Service Charges
  • Other Service Charges & Credits
  • Taxes & Other Charges
  • Phone & VoIP Charges
  • Important Customer Information
  • General FAQ's

Account Summary

What is your Account Number and PIN, and when do you need them? We answer those, and other frequently asked questions related to your Account Summary.

What does it look like?

What is an Account Number and PIN?

Generally, an Account Number and PIN are verification methods. They are unique to each subscriber and help companies like Frontier® ensure they are speaking to you—the account owner—and not someone pretending to be you.

When do I need my Account Number and PIN?

If you are a new Frontier subscriber, you need your Account Number and PIN to register your account and create your Frontier ID.

If you call Frontier to pay your bill, or for customer support, you need your Account Number and PIN for verification purposes. As your address and services are tied to your Account Number, Frontier representatives can see if there is an outage in your area and help you troubleshoot technical issues.

Why does my first bill seem so high?

Your first bill seems high because it’s rare for a customer to sign up for services at the start of a billing cycle, and because Frontier charges a month in advance. So your first bill contains all the charges related to installation and setup, Partial Month Charges or charges associated with the services you receive that are billed from the start of service, plus a full month’s service.

You will find the breakdown of charges under Partial Month Charges and Credits, which is listed under the Other Service Charges and Credits section of your bill.

My current bill is higher than the Previous Balance. Why?

There are a few reasons why your current bill—or New Charges—is higher than your Previous Balance. For example, you may have added services after the start of the new billing cycle, or there may have been a change in rates for phone service, or a new state or federal tax has taken effect.

To see if you added services, check under Other Service Charges and Credits section of your bill for a subsection called Partial Month Charges and Credits.

To see if there has been a change in rates, check under Important Customer Information on the right-hand side of the last page of your bill.

What are the ads on my bill for?

Generally, these ads let you know about new products or services, new movies available On Demand, and the various benefits we provide, like Auto Pay and paperless billing.

Still have questions about your Account Summary?

Call us 1-855-816-2379. We’re here to help.

Payment Stub

Need to know where to mail your payment? Can’t remember if you need to include your Account Number on your check? We answer those, and other frequently asked questions about the Payment Stub section of your bill.

What does it look like?

Where do I mail my payment?

If you live in Texas, Florida or California, send your payment here:

Frontier Communications
PO Box 740407
Cincinnati, OH 45274-0407

If you live anywhere else, send your payment here:

Frontier Communications
P.O. Box 20550
Rochester, NY 14602-0550

If you are paying by Registered Mail or Overnight Delivery, send your payment here:

Frontier Communications
63 Stone Street, 2nd Floor
Rochester, NY 14646-040

To whom do I make my check payable to?

Make your check payable to Frontier.

Do I need to include the pay stub with my payment?

Yes, you need to include the pay stub with your payment. Be sure your Account Number is written on your check, and that the amount on the check is the same as Amount Enclosed.

Can I pay my bill online instead of by mail?

Yes! You can pay your bill online instead of by mail. Simply log into your Frontier account, click My Payments, then Make a Payment, and follow the directions to complete your payment.

How do I add a payment method?

To add a payment method, do the following:

  1. Log in to your Frontier Account and click the My Payments menu near the top of the screen. Click Manage Payment Methods, and then click the Add Payment Method button.
  2. Select the payment method you want: Credit Card or Checking Account. We accept VISA, Mastercard, Discover, and American Express.
  3. To add a credit card, select Credit Card and enter the name on the credit card, the card number (with no spaces or dashes), the security code, the month and year the credit card expires, and the billing zip code. Click Continue to verify the information is correct, and then click Save Payment Method.
  4. To add a checking account, select Checking Account and enter your account number and the routing number of your bank. Click Continue to verify the information is correct, and then click Save Payment Method.
  5. Now you're ready to pay your bill! Go back and follow the instructions above for how to pay online.
How do I update my credit or debit card information?

To update your information, do the following:

  1. Log in to your Frontier Account and click the My Payments menu near the top of the screen, and select Manage Payment Methods.
  2. Click Edit next to the card you want update, and make the necessary changes to the name on the card, the billing zip code, and the expiration date.
  3. Click Save.
how do I delete a credit/debit card?

To delete a credit or debit card, do the following:

  1. Log in to your Frontier Account and click the My Payments menu near the top of the screen, and select Manage Payment Methods.
  2. Click Delete next to the credit or debit card you want to remove.
Does Frontier have Auto Pay?

Yes! Frontier has Auto Pay with easy, one-time setup so you’ll never miss a payment. To sign up, simply log into your Frontier account as your normally would, click My Payments, then click Sign Up for Auto Pay, and follow the instructions. You'll receive an e-mail confirming your Auto Pay enrollment.

Does Auto Pay start right away?

No, Auto Pay does not start right away. Auto Pay starts with your next billing cycle, so you must pay your current balance as your normally would—online, by phone, or with a check or money order.

I don’t want a paper bill every month. How do I sign up for paperless billing?

To sign up for paperless billing, log into your Frontier account, click My Profile and go to the My Accounts section. Click the checkbox next to “Enroll in paperless statements.” On your next billing cycle, you’ll receive your Frontier bill as a PDF instead of a paper bill in the mail.

Still have questions about your Payment Stub?

Call us 1-855-816-2379. We’re here to help.

Frontier Monthly Service Charges

Wondering what happens when your promotion ends, or what certain charges mean? We answer those, and other frequently asked questions about Monthly Service Charges.

What does it look like?

What happens when my promotion ends?

When your promotion ends, the discounts or credits will be removed, and your services will be charged at their standard rates. If you have questions, call us! We can help.

What is the Inside Wire Maintenance charge?

The Inside Wire Maintenance charge is for maintaining wiring within your home used for accessing telecommunications services.

Why don’t I see the Inside Wire Maintenance charge?

The Inside Wire Maintenance charge applies if you only have phone service with Frontier.

What do “Loop” and “Port” mean on my bill?

The “Loop” and “Port” appear if you signed up for Internet with Frontier. The “Loop” establishes the connection between your home and Frontier while the “Port” refers to the connection between Frontier and the Internet.

Still have questions about your Frontier Monthly Service Charges?

Call us 1-855-816-2379. We’re here to help.

Other Service Charges & Credits

Just what are Partial Month Charges, and how are they determined? We answer those, and other frequently asked questions related to Other Service Charges and Credits.

What does it look like?

What are Partial Month Charges?

Partial Month Charges are fees associated with the start of a new service, whether you’re a new customer or have added to your existing service. It’s rare that someone starts service at the beginning of a new billing cycle, and since Frontier charges one month in advance, a few days of Partial Month Charges are added to your first bill so you’re caught up for the next billing cycle.

It’s also rare that an existing customer adds a new service at the start of a new billing cycle, so Partial Month Charges are added to catch you up for the next billing cycle.

How are Partial Month Charges determined?

Partial Month Charges are determined by taking the total monthly charge and dividing it by 30 days. This is the cost-per-day of service. This figure is then multiplied by the number of days in the partial month. If the monthly charge is $30, the per-day charge is about $1 per day. If you had ten days of partial month service, that would be 10 days, multiplied by $1 (per day) or about $10. (Don't forget, some months have 31 days, and then there's February with 28 days or 29 for leap year.)

What is my first day of service?

The first day of your service is the date your service was activated, which you see listed under Partial Month Charges and Credits across from the services you have, like Internet, TV, and phone.

What is the Carrier Cost Recovery Surcharge?

The Carrier Cost Recovery Surcharge, formerly known as the Federal Carrier Cost Recovery Charge, is a fee assessed each month to recover the costs of certain federal, state, and local fees. Despite its former name, it is not a federally mandated charge.

Why does my bill show a late fee?

Your bill may show a late fee because your payment was not received on time, or you may have missed a payment. If a payment is not received by the New Charges Due Date, you will be charged a late fee.

What are 3rd Party Charges, and why are they on my bill?

You may receive third party charges from other phone service carriers (this is common with collect calls), or for Internet gaming fees (e.g., World of Warcraft), etc. Third party charges display the amount and the name and phone number of the company assessing the charge. Frontier is passing along this charge. To dispute the charge, please call the number listed next to the charge.

Still have questions about your Other Service Charges & Credits?

Call us 1-855-816-2379. We’re here to help.

Taxes & Other Charges

What are the different taxes on my bill? And what do they mean? We answer these and other frequently asked questions about Taxes and Other Charges on your Frontier bill.

What does it look like?

What are some of the most common federal taxes?

Here are some of the most common federal taxes we collect:

  • Federal Excise Tax: tax for local telephone and facilities that is a percentage of the cost of services. It is seen on bills with local telephone service, and is collected by Frontier and paid directly to the IRS.
  • Federal Subscriber Line Charge: a nationwide, Federal Communications Commission (FCC) regulated charge used to recover a portion of costs associated with providing long distance carriers with access to local phone networks. Long distance carriers pay the remainder of cost.
  • Service Provider Number Portability: a fee to help recover costs associated with development, implementation, and operability of letting customers keep their phone numbers when switching local phone service providers, as required by federal law.
  • Federal Universal Service Fund (USF) Charge: also known as a Universal Connectivity Charge, it’s an FCC-regulated charge that supports telecommunications services in schools, public libraries, and rural healthcare facilities. It subsidizes local service to high-cost areas and low-income customers. A monthly, per-line surcharge helps keep local telephone rates affordable. This charge is subject to change.
What are some common State or Local taxes?

Whether you’ve made a purchase from Amazon, bought a souvenir from the Grand Canyon, or ate dinner while on vacation in another city, you know sales taxes vary widely from state to state. In addition to the sales tax, here are some other common state or local taxes you may see on your bill:

  • State and Local Gross Receipts and Utility Taxes: telephone companies must pay tax on total revenue, which in turn funds Public Utility Commissions and other state services. On your bill, it represents each consumer's portion of that tax on revenue.
  • State or Local 911 Fee: a fee required by state or local law on voice services, so if you have phone or VoIP service with Frontier, you will most likely see a 911 fee or surcharge listed. It covers the costs of local jurisdictions providing 911 emergency response services to citizens. The fee is either (a) amount per telephone access line or (b) percentage of revenue. Frontier collects and pays this fee to 911 jurisdictions.
  • State and Local Communications Services Tax: set either by the state or municipality, it’s generally imposed on voice, data, audio, or video services.
  • Intrastate Access Charge: a state-assessed charge that partially reimburses telephone service providers for costs associated with routing long distance calls made by local customers. It’s applied to all telephone customers whether you make long distance calls or not.
Why do telecommunications taxes vary so much?

Telecommunications taxes—like sales taxes—vary by state, just as they do for other goods and services.

For example, the Telecommunication Relay Service Tax is state-specific, meaning it’s established by state law, public utility commission rule, or tariff filings. The tax itself serves to provide special-needs equipment and facilities for the deaf. Such equipment includes special phones, hearing devices, Braille pads, and network switching equipment. Facilities generally refers to the operation of specialized service centers. But because it is state-specific, it doesn’t appear on every bill.

Every state also regulates telecommunications a bit differently, so a customer who only has Internet from Frontier may see not see the same taxes as a customer who has a Double Play or a Triple Play.

Still have questions about your Taxes & Other Charges?

Call us 1-855-816-2379. We’re here to help.

Phone & VoIP Charges

VoIP? DN? DD? It can sound like alphabet soup, so we break it down for you here.

What does it look like?

What is VoIP and how do I know if I have it?

VoIP stands for Voice-over Internet Protocol, and it uses your Internet connection rather than the phone line. You have VoIP if you live in a FiOS area, and have a FiOS bundle that includes phone service.

What do the letters under *Type mean?

Generally, you’ll see DD, DE, and DN listed under *Type, and they designate whether the call was made during the day (DD), evening (DE), or night (DN).

Still have questions about your Phone & VoIP Charges?

Call us 1-855-816-2379. We’re here to help.

Important Customer Information

Don’t see a Balance Forward? We explain why.

What does it look like?

Why don’t I see Balance Forward under Important Customer Information?

If you don’t see a reminder about your Balance Forward under Important Customer Information then you’re billing is up to date.

Where can I find Frontier’s Terms of Service?

You’ll find a complete list of Frontier Terms of Service on our Terms and Conditions page. They are broken out by service so you can quickly find the TOS that applies to the Frontier services you have.

Still have questions about your Important Customer Information?

Call us 1-855-816-2379. We’re here to help.

General FAQ's

Need to create your Frontier ID? Forgot your password? We’ve got you covered, and walk you through the steps to solve the problem.

How do I create my Frontier ID?

Before you create your Frontier ID, have a Frontier bill handy as you will need your Account Number and PIN to set up your ID.

Now, to create your Frontier ID, go to frontier.com and click Sign In at the top right side of your screen, and then click Create a Frontier ID.

Next, enter your 17-digit Frontier Account Number, followed by your 4 Digit PIN. You can find both your Account Number and PIN on the first page of your Frontier bill.

Click Next, and then enter your First and Last Name, and your email address—it can be your Frontier email address or any other valid email address you use. This email address will be your Frontier ID. Re-enter your email address to make sure it’s correct.

Choose a strong password which must contain at least eight characters including a lowercase letter, an uppercase letter, and at least one number. Then re-enter your password.

If for some reason you make a mistake while entering your email address or your password, an error message will prompt you to fix it.

Enter your Mobile Phone Number, and if you want to receive your statements online, select Paperless Statements. Review the Terms of Service, click Agree, and then click Next.

Once you’ve created your Frontier ID, a verification email will be sent to the email address you provided. Open a new browser window, and log into that email account to check your inbox for an email from Frontier Communications. If you don’t see it in your inbox, be sure to check your spam folder.

Open the email and click the link to activate your Frontier ID by simply entering the password you provided earlier. Click Sign In.

That’s it. You’re all set. Now that you’ve entered and verified your Frontier ID, you can login and view your current balance, pay your bill and even check payment history and past statements.

I forgot my Frontier ID. What do I do now?

If you’ve forgotten your Frontier ID, go to https://frontier.com/forgotId and choose a method to recover your Frontier ID:

  • Email address or Username you used to create your Frontier ID
  • Your Account Number and PIN

Once you’ve selected a Frontier ID recovery method, click CONTINUE, and follow the prompts to recover your Frontier ID.

I forgot my Frontier password. How do I reset my it?

To reset your Frontier account password, go to https://frontier.com/forgotPassword and enter either your Username, or the email address associated with your account. Check the CAPTCHA box, click CONTINUE, and follow the prompts to reset your password.

Why are Collect Call Charges so high?

Collect calls are not billed by your long-distance company, but by other carriers, and most often from a pay telephone. Carriers determine their own rates, and Frontier is acting as the billing agency for the carrier. To dispute a collect call charge on your bill, contact the carrier at the phone number provided on your bill.

Still have questions?

Call us 1-855-816-2379. We’re here to help.