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EarthLink Voice Billing FAQ
  • Article ID: 36013
  • Last modified date: November 22, 2011 7:11
Summary

EarthLink Voice Billing FAQs

EarthLink's My Account site is available 24 hours a day, 7 days a week, so you can complete the following tasks online in just minutes:

  • See your current balance.
  • View a past or current invoice, including specific charges.
  • Arrange for a one-time payment via a different credit card.
  • Update your automated payment information (e.g., credit card number or expiration date).
  • Update your contact information.
  • And more!

Overall Invoicing Questions

Questions about Specific Charges on Your Invoice

For information regarding taxes and fees on your account, please click here.

Questions about Credits and Refunds


 

Overall Invoicing Questions

Why did EarthLink send me an email copy of my invoice?
If you pay for your service by credit card or automatic bank deduction, we'll send you an electronic copy of your invoice each month. The "e-invoice" typically shows a "$0" balance due, meaning that your credit card or bank account has already been charged or debited and no action is required on your part. Here, the e-invoice is just for your records and to provide you with a breakdown of the charges applied to your account. However, if your e-invoice shows an amount due, this means your payment was rejected and you must taken action (see next question).

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Why was my payment rejected? What do I need to do about it?
If you pay by credit card, a rejected payment usually means that either your credit card is no longer valid (i.e., you've cancelled it, it has been reissued under another number, or it has expired), or it has reached its limit. Remember that if your credit card number changes, you credit card issuer will not necessarily update that information in our records. To ensure that the information is up to date, you should update your credit card information whenever it changes (which you can do at My Account ).

If you pay by automatic bank deduction, a rejected payment usually means that you've either closed your account or that the account has insufficient funds.

Whatever the reason for the rejected payment, you have a number of options. You can either permanently change your method of payment (e.g., use a different credit card) or submit a one-time payment on another credit card by going to My Account.

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I already sent in a payment. Why did I receive another invoice?
Because of postal delays, we might not receive or process your payment before we send out the second notice. Get up-to-the-minute information about your current balance at My Account.

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I canceled my account recently. Why did I receive another bill?
There are three primary reasons why you would typically receive another bill:

  • If you have any unpaid balances due from prior payment periods, you may receive another bill for that balance due.
  • Basic service charges (e.g., for Voice service) cover the upcoming month. Charges that are usage-based (e.g., International calls, Directory Assistance and Over Usage if you are on a limited minutes plan) obviously can't be calculated in advance and are therefore billed after the fact. If you canceled your service after incurring additional charges, you will receive another invoice reflecting those charges.
  • If your cancellation caused you to incur early termination fees per your agreement, you will receive an invoice reflecting those fees.

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I received my first invoice, and I have questions about the charges.
The first invoice for your Voice service from EarthLink contains shipping and handling, partial month and monthly services fees, and an activation charge.  For details on how to read your first invoice, please see Knowledge Base Article 33438.

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Questions about Specific Charges on Your Invoice

What is the Cost Recovery Surcharge that appears on my invoice? What other taxes and fees are included on my invoice?
The Cost Recovery Surcharge is a regulatory surcharge assessed for use of the network.

Other taxes and fees will appear as separate line items on your EarthLink invoice. The exact amount of taxes and/or fees that EarthLink will be collecting is based on the taxing statutes and regulations of your state and local jurisdiction, and the type(s) of  EarthLink product(s) and service(s) you have.

If you would like more information about taxes or fees that appear on your bill, click here to send us your questions

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What is the shipping and handling charge listed on my invoice?
We charge for shipping and handling if we send you an installation kit or other goods necessary to set up your Internet connection. Please note that shipping and handling charges are nonrefundable. 

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Am I being charged for each of the email addresses listed on the invoice?
It depends on your service plan. All plans include a certain number of free email addresses, which will be listed on your invoice without any associated charge. You'll be charged for additional email addresses only if you exceed the number of free addresses allowed under your plan. If you've incurred an additional charge, you'll see that charge next to the additional email address on the invoice.

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What is the "Partial Month" charge listed on my invoice?
Basic service charges (e.g., for your Voice service) are typically billed at the beginning of your service month and cover the upcoming month. A prorated charge that starts from the day the service is activated and runs through the end of the billing cycle.  Your billing cycle date is established as the day of the month you initially sign up for service.

You may also incur partial month charges if your account was deactivated, and you reactivate it after the start of your normal billing cycle. In this case, the partial month charge covers service from the date you reactivated your account through the beginning of your next billing cycle.

NOTE: Because your service is billed forward (i.e., you pay at the beginning of the billing cycle for the following month's service), your bill will include the full charge for the upcoming month in addition to the partial month charge for the previous month.

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What is the "Network Access" charge listed on my invoice?
This charge helps us recover a portion of the costs associated with connecting to the telecommunications network. It is not a government charge or tax.

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What is the “International Calling” charge listed on my invoice?
This is the total charge incurred for making International Long Distance calls from your DSL and Home Phone Service. Call details and charges can be found at http://myvoice.earthlink.net

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What is the “Over Usage” charge listed on my invoice?
On Limited Calling Plans, domestic usage over the allotted amount costs $.05 per minute.  This charge will not appear on your invoice if you have an Unlimited Calling Plan.

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What is the “Directory Assis” charge listed on my invoice?
Directory Assistance Calls (dialing 411) cost $1 each.

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What is the “Directory Assist Ca ” charge listed on my invoice?
Directory Assistance Call Complete (having 411 connect you to the number requested). These calls cost $.50 each.

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There are fees listed on my invoice I don’t recognize?
These fees are monthly (and partial month) charges for Subscription Service add-ons. For details on the different Subscription Service we provide, please click here.


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Questions about Credits and Refunds

I was given a credit. Why hasn't it been applied to my account?
Credits take 3-5 days to process, then are submitted to your bank or credit card company on the date of your next monthly bill. 

Your credit card company or bank may send your monthly statement before EarthLink submits your monthly invoice to them. In that case, you may not see the credit or refund reflected until the following statement period. Thus, it may take up to seven weeks from the time the credit or refund is processed.

Please note that a credit will not appear as a separate line item, but will just show as a reduced monthly fee. (For example, if you normally pay $21.95 per month and receive a $2 credit, your next credit card or bank statement will show a charge of $19.95.)

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I was told I would get a refund. When will I receive it?
We typically process refunds in three to five business days.* If your last payment was made by check or bank draft, refunds are not applied to your account until 20 days following the last payment date.

If we are refunding your credit card, your monthly invoice may be processed prior to the credit being applied to your account. As a result, you may not see the credit or refund reflected until the following statement. Thus, it may take up to seven weeks from the time the credit or refund is processed.

If we are sending you a refund check, you should receive it in about four to five weeks.

*You can always check to see when the credit or refund was applied to your account, by signing into My Account .

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