Update from GWI: Billing, Taxes, and Support During Our System Transition

 

GWI is committed to providing excellent service to all customers. As part of that commitment, we recently made a significant investment in transitioning to a new platform to provide better service and support to all our customers.  We know this transition has not been perfectly smooth and we apologize for any frustration it may have caused. In connection with this transition, we’ve received valuable customer feedback and we are working diligently to address many of your key questions, provide clarity, and make sure you have the information you need going forward.

Customer Portal

All fiber and voice customers have been migrated to a new customer portal. https://account.gwi.net. Setup instructions were recently sent via email. If you have not yet completed setup, please do so at your earliest convenience. 

For businesses with multiple locations where GWI provides service:

  • You may choose a combined parent/child account or separate accounts.
  • Combined accounts will receive a single invoice.
  • Separate accounts will require unique email logins and will generate individual invoices.

For assistance with setup or access, please contact support@notices.gwi.net or call us at 866-494-2020, Monday-Friday, 8:00am – 5:00 pm ET.

Late Fees and Service Suspensions

We have paused late fees and service suspensions for April. Given the time period to get all systems transitioned, we will not penalize customers while accounts, portal access, and payment methods are being updated.

ACH Payment Setup

Due to our transition to a more robust and modern payment provider, we were unable to migrate existing ACH payment credentials. Customers who wish to pay via ACH will need to re-establish their payment information. We apologize for the inconvenience this causes some customers and we would like to offer a 5% discount on each customer’s first month bill following the date they reinput their ACH information in the new portal.

  • Visit your Customer Portal.
  • Log in using your email address and newly created password.
  • Go to  Billing and payment > Payment methods > Add payment method.
  • Select  Bank Account (ACH) and enter your payment details.
  • Enable automatic payments for ACH payment method.

Note: ACH bank account ownership verification may take 1-2 business days to complete.

Taxes and Regulatory Charges 

You may notice changes in taxes or regulatory surcharges on your invoice. This is not a price increase. These updates reflect more accurate tax calculation under our new system, which is required to comply with all updated local, state and federal taxes and charges.

For more detail, please visit: https://poweredbygwi.net/understandingyourbill

Tax-Exempt Status Updates

If your organization has tax-exempt status, note:

  • Exemptions apply only to applicable sales and use taxes.
  • Regulatory surcharges are not taxes and are required regardless of exemption status.

All tax-exempt customers must resubmit their exemption certificates as part of this transition. Please send documentation to billing@notices.gwi.net, and we will update your account accordingly.

Contact Information and Account Authorization

We recommend reviewing and updating your account contact information to ensure accuracy. Authorized users can email us the request to update the contact information at support@notices.gwi.net or call us at 866-494-2020, Monday-Friday, 8:00am – 5:00 pm ET.

For security and compliance (including federal regulations and CPNI requirements), we can only disclose and update accounts with authorized contacts. If someone is not listed on the account, we will need to verify authorization with the primary or a secondary contact before providing support. For all residential or business accounts, anyone can report a technical issue and we will work to resolve it with an authorized contact. 

Moving Forward

We are actively working to improve this experience and resolve outstanding issues as quickly as possible. We appreciate your patience and the feedback you’ve provided—it is helping us move faster and more effectively and serve you better. 

Thank you,

Tevis Pieper
President & CEO, GWI