eBill FAQs

February 12, 2019

You’ve got questions about the Lumos Networks eBilling service; we’ve got answers. Learn how the service works, how to manage your account online and see how Lumos Networks looks after privacy and security. And if you can’t find the answer to your question, contact us at HELP@LUMOSNET.COM or 1-855-GO-LUMOS. Q: What does this service cost? A: Lumos Networks Online Billing is free! If you decide to view and pay your bill through another Web site, such as your bank or portal, the provider of that Web site may charge you processing fees. Q: When will I see my first statement? A: Your first statement will be made available to you online once you’ve completed the registration process. Q: Can I still pay my bill with a check? A: Yes. You may mail a check to our address that is listed on your bill. Please be sure to print your Lumos Networks Account Number on your check so that we can post the payment to your account as soon as possible. You can also signup for automatic payments from your bank account or credit card through the online billing site. Q: Can I still receive a paper bill? A: When you register you may choose to either continue or stop receiving your paper bill. If you chose to continue receiving a paper bill, there is a small monthly fee to help recover the costs of providing two bills. Regardless of which option you choose you may print your e-bill at any time in order to retain a printed copy for your records. You will have thirteen months of statements available for quick, convenient access to your records. Q: How do I cancel this service? A: In order to cancel you must first login. Once you are logged in, click the Cancel Lumos Networks Online Billing link on the Customer Service page to initiate your cancellation request. This process may take us up to 72 hours to complete. You will continue to have access to your online bills information for 30 days after submitting your cancellation. Q: How can I retain a copy of the Terms and Conditions? A: You may print the Terms and Conditions page during registration in order to retain a printed copy for your records or click the Terms and Conditions link online.

How To’s…

Q: How do I manage my account(s) online? A: 1. Visit the MY ACCOUNT PAGE and click on the button “Create Account Link”. 2. Create a nickname for this account to help you remember what it’s for. It really comes in handy when you have more than one account. 3. Enter your Account Number. This can be found at the top of your bill. 4. Enter your PIN number. The PIN number is the 4-digit access code you chose when you subscribed to Lumos Networks. 5. Click on the button “Link Account”. Q: How can I get a question answered right away? A: First, take a look through our FAQs to see if we’ve already provided an answer to your question. If you don’t find the answer online, you may either send us an email or call us toll-free at 1-855-GO-LUMOS from any phone, or by dialing 611 from any Lumos Networks phone. Additional contact information is available on the Customer Service page.   Q: How do I make a payment if I cannot access My Account online? A: You may mail us a check for your payment amount at anytime. Please be sure to include your account number on your check, and mail to the following address:   Lumos Networks PO Box 631139 Cincinatti, OH 45263-1139  

What if’s…

Q: If I cancel Lumos Networks Online Billing, what happens to my personal information and payment data? A: You will have access to your online bills for 30 days after submitting your cancellation. This allows you to view your historical data or pay your most recent Lumos Networks Online Billing.   Q: Is cancellation immediate? A: No. There is a 30-day grace period, during which you can continue to view your statements. At the end of the grace period, cancellation will be complete.   Q: If I have a problem, who do I contact? A: Please contact Customer Service. You may either send us an email describing the problem or call us toll-free. Our contact information is available on the Customer Service page. Q: If the service or my internet service is down, who do I contact? A: Please contact Customer Service. You may call us toll-free at 1-855-GO-LUMOS from any phone, or by dialing 611 from any Lumos Networks phone. Q. Do I need any special tools and browser settings to view my statements? A. Statements require a PDF viewer, such as Adobe Acrobat Reader. In addition, your browser may block the opening of your statement because it considers it a “pop-up.” If the statement window does not open, check the top of your browser window for more instructions.

Privacy and Security

Q: How will my financial information be protected? A: We store your financial information in an encrypted format in our database that is secured from outside parties. Click here to find out more about encryption and security.   Q: What happens to my personal information and payment data if I cancel? A: You will have access to your online bills for 30 days after submitting your cancellation. This allows you to view your historical data or pay your most recent Lumos Networks Online Billing.   Q: How will my personal information be used? A: Your personal information will be used to activate your account for online billing. We do not sell your personal information to third parties who send unsolicited information. Q: Can I opt out of having my personal information used at all? A: Your personal information is required for the processing, presentment, and payment of your bills. Q: Will I get more “spam” by signing up for this service? A: No. The only information that will be sent to you will be related to your Lumos Networks service. We do not sell your personal information to third parties who send unsolicited information. Q: How can I change my personal information? A: You must call us toll-free at 1-855-GO-LUMOS from any phone, or by dialing 611 from any Lumos Networks phone to change any of your account information.
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†Free first month of service eligible on 1 Gig and 2 Gig fiber internet orders only. 

^Free installation eligible on all tiers from 200 Mbps – 5 Gig. Regular rates apply after first month. 

**Limited time offer; subject to change or end without notice. Offer not valid with any other offer or promotion. Offer is available to new residential accounts in all Lumos markets where fiber is available only. Offer and rate require purchase of listed services as described. Downgrades from existing plans with Lumos will not qualify for the first month discount. The rate of $40 per month includes up to 200 Mbps (upload) x 200 Mbps (download) Fiber Internet. Promotional rates require purchase of listed services as described. Promotional rates are for 12 months; then-current standard rates apply after the 12th month. The promotional rate of $50 per month for 12 months includes up to 500 Mbps (upload) x 500 Mbps (download) Fiber Internet. The promotional rate of $70 per month for 12 months includes up to 1,000 Mbps (upload) x 1,000 Mbps (download) Fiber Internet. The promotional rate of $100 per month for 12 months includes up to 2,000 Mbps (upload) x 2,000 Mbps (download) Fiber Internet. Taxes, fees and surcharges are extra and subject to change at any time. Internet speeds are up to maximum advertised upload and download speed available based on a wired connection. Wired and wireless speeds may vary by location and are not guaranteed. Services are subject to all applicable service terms and conditions found at lumosfiber.com, subject to change at any time. Equipment and additional services are extra. Service not available in all areas. Restrictions apply. Credit qualifications apply. Call 844-650-0045 for complete details. ©️2023 Lumos. All rights reserved.

†Free first month of service eligible on 1 Gig and 2 Gig fiber internet orders only. 

^Free installation eligible on all tiers from 200 Mbps – 5 Gig. Regular rates apply after first month. 

**Limited time offer; subject to change or end without notice. Offer not valid with any other offer or promotion. Offer is available to new residential accounts in all Lumos markets where fiber is available only. Offer and rate require purchase of listed services as described. Downgrades from existing plans with Lumos will not qualify for the first month discount. The rate of $40 per month includes up to 200 Mbps (upload) x 200 Mbps (download) Fiber Internet. Promotional rates require purchase of listed services as described. Promotional rates are for 12 months; then-current standard rates apply after the 12th month. The promotional rate of $50 per month for 12 months includes up to 500 Mbps (upload) x 500 Mbps (download) Fiber Internet. The promotional rate of $70 per month for 12 months includes up to 1,000 Mbps (upload) x 1,000 Mbps (download) Fiber Internet. The promotional rate of $100 per month for 12 months includes up to 2,000 Mbps (upload) x 2,000 Mbps (download) Fiber Internet. Taxes, fees and surcharges are extra and subject to change at any time. Internet speeds are up to maximum advertised upload and download speed available based on a wired connection. Wired and wireless speeds may vary by location and are not guaranteed. Services are subject to all applicable service terms and conditions found at lumosfiber.com, subject to change at any time. Equipment and additional services are extra. Service not available in all areas. Restrictions apply. Credit qualifications apply. Call 844-650-0045 for complete details. ©️2023 Lumos. All rights reserved.

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