How do I dispute a charge on my bill?
Please contact our Customer Care team at 833-342-7444
In the Community
Why has my billing rate or amount due changed?
A few reasons why your billing rate or amount due may have changed: Promotional Rate Expired, Late Fee was assessed to your account, Reconnect Fee was assessed to your account. Please contact our Customer Care team at 833-342-7444 with any questions.
Where is my refund?
Refunds take up to 60 days from the statement that shows the credit. Refunds will be refunded to the credit card or bank account on file.
Is there an option for auto-pay, and how can I enroll?
Yes! To enroll in auto-pay, visit your online portal at https://login.fiberfirst.com/Account/SignIn and click on “Manage Autopay” or contact our Customer Care team at 833-342-7444. Recurring Autopay will also save you $10/month on your bill!
How do I change or cancel my method of payment for Auto Pay?
To change or cancel your method of payment for auto-pay, visit your online portal and click on “manage autopay” or contact our Customer Care team at 833-342-7444
When does promotional pricing expire?
All promotions have a one-year expiration unless explicitly stated.
Why are my service changes not reflected in last month’s bill?
If changes to service were made after the 15th of the month, it will not be reflected until the following month’s bill.
What can I expect after disconnecting service?
Your final billing statement will be sent out on the following 15th of the month. If equipment needs to be returned, the Customer Care team will email you a shipping label. If we can support you with transferring service, or reconnecting in the future, please call us anytime at 833-342-7444.
How are services billed when I disconnect?
If you cancel within your current billing cycle, you can continue to enjoy FiberFirst services until your billing period ends.
What do I do with my equipment after cancelling service?
If equipment needs to be returned, the Customer Care team will email you a shipping label.