Billing FAQs

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Moving from MYConnectAcct to MyBroadband

Search from our list of frequently asked questions about billing. If you can't find what you're looking for, contact us today by email.

Conexon Connect is making a billing platform change to streamline and enhance our customers’ billing experience with us. Although your billing statement will reflect some visible differences, your actual fiber broadband service is not changing, nor will there be any changes to your rates or bill payment schedule.

Your billing statement, effective July 31, will be generated from a new Conexon Connect platform and will reflect some visible differences in the bill branding and the formatting of how the charges appear. Additionally, once your account is migrated to this new platform, you will be given a new account number and mailing address for bill payment. You will access your new online account through a web portal, MyBroadbandAccount.

Please note on July 31 your current MyConnectAcct portal and app will be disabled. As part of this transition, you will be asked to set a new password and reset your information and billing preferences. Between four to six days after July 31, we will email you instructions walking you through these steps.

This change is effective with your August billing cycle.

For Conexon Connect customer service and billing questions, please call (844) 542-6663.

For Conexon Connect technical or equipment questions, please call (888) 318-2381.

No, the price of your fiber broadband service is not changing.

You will continue to make payments to Conexon Connect, however please note a new Bill Payment mailing address: Conexon Connect Dept# 6546 PO Box 11407 Birmingham, AL 35246-6546.

Yes, in fact, we encourage paperless billing, online payments, and automatic bank debit. Because this process can take up to 30 days to be effective, AutoPay will not work for your first bill, so please plan on making a one-time payment by check, credit card, or another method for your first bill.

Effective with your August dated Bill Statement, you can begin mailing payments to the remittance address listed on that August Bill Statement from Conexon Connect:
Dept #6546 Conexon Connect LLC PO Box 11407 Birmingham AL 35246-6546

You will know AutoPay is in effect when you receive a billing statement from the Conexon Connect platform that reflects the message below indicating your account is set up to be drafted for payment. Please note our system will never draft an AutoPay if a payment has already been posted for that bill cycle.

Customers whose accounts are impacted by AutoPay that have a draft date after July 31 reflected on their July Bill Statement will receive an email advising them their AutoPay will not be drafted. If that applies to you, please make your payment on the new platform or mail your payment to the new address referenced in this FAQ.

If you pay your bill through an electronic bank check or mail your bill yourself, you will need to be aware that your August Bill statement from Conexon will reflect a new Account Number and new Remittance address for payments to be mailed to:
Conexon Connect Dept # 6546
PO Box 11407
Birmingham, AL

Please take proper actions to ensure your bank knows to correct the account number and mailing address if they mail that payment on your behalf. This should avoid any delays in processing your payment.

Yes, your billing cycle will stay the same.

No. As of July 31, this will no longer work. You will need to set up your account via the MyBroadbandAccount user portal once you receive those instructions on August 6.

Your existing account will be automatically disabled during the billing platform transition on July 31. The only action required by you is to set up your new account information in the new MyBroadbandAccount user portal beginning August 6.

On August 6, you will receive an email with detailed instructions for setting up your account in the MyBroadbandAccount portal.

Account Management & Billing

Conexon Connect offers you the ability to manage your account through our MyBroadbandAccount portal, accessible through the website. The portal allows you to sign up, change your services, pay bills and manage your account.

Conexon Connect’s MyBroadbandAccount is your online portal for managing your account. Once you have your account and are logged into  MyBroadbandAccount, you can Make a Payment, Setup Email Billing, Update Account Information, Sign Up for Auto Payment, etc. by clicking on the links and following the prompts.

MyConnectHome gives you easy access to a snapshot view of your home or small business network. Through the app you can view all the connected devices on your network, set up parental controls or a guest network, change your SSID and password, and more.

Your first month's bill will capture billing from your install date to the date of the established billing cycle as well as a month in advance. Conexon Connect has four billing cycles based on your install date (7th, 14th, 22nd and 28th) The example below shows service installed on 10/7, billed on 10/22 bill cycle. The next bill cycle will reflect the expected Monthly Charges which will include billing for service a month in advance.

Partial month charges are calculated by taking the Monthly Service Charge divided by 30 to get the per day rate. The per day rate times the number of days in the partial month equate to the partial month charge. 

The net amount is due within 20 days from the billing date. After 20 days, a $10 late fee will be assessed. Failure to receive an invoice does not release customers from their obligation to pay. A subsequent late fee of $10 is billed on day 60 if no payment received.

Disconnect notices. Customers failing to pay on time will be sent a disconnect notice 60 days from invoice date. Upon expiration of the notice, service may be disconnected. Receiving the next monthly invoice does not replace or void the disconnect notice. Payment of the past due invoice is required before service is restored. A service reconnect charge will apply, and a deposit may also be required.

Returned check fees. A $20 fee will be charged for all returned items. 

Any equipment issued by Conexon Connect (including ONTs, GigaSpire Routers and Meshs, and any cables/accessories) must be returned at the responsibility of the customer. You will receive an email with detailed equipment return instructions and a UPS shipping label after calling to disconnect your Conexon Connect services.  

If equipment is not received 15 days from the date of your disconnection of services, your Conexon account will be issued a $500 Leased Equipment fee. These fees will be removed from your account as soon as your equipment is returned and confirmed as received by Conexon Connect. If you have any questions regarding the return process, call our customer care team at 1-844-542-6663.

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