Billing Frequently Asked Questions

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.

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.

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.

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.

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.

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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

Make your check payable to Frontier.

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.

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.

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.

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.

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.

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.

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.

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.

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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.

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

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

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.

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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.

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.)

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.

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.

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.

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.

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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.

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.

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.

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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 FiberOptic area, and have a FiberOptic bundle that includes phone service.

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).

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

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.

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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.

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.

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.

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.

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