GWI’s Systems Upgrades

Frequently Asked Questions

General

Q: What is happening?
A: We are transitioning from our current customer platform, Salesforce, to a modern system called Gaiia. This new platform will streamline account management, billing, and customer support.

Q: Why are you making this change?
A: Gaiia offers a more reliable and user-friendly experience for managing your GWI account. This migration improves billing accuracy, support responsiveness, and overall service performance.

Q: When is this change happening?
A: The transition will take place on March 24th, 2026. There may be a brief window of limited access to account details during the transition, but your internet service will not be interrupted.

Account & Billing

Q: Will my account number or login information change?
A: Yes. You will receive a new account number and an email invitation to set up your Gaiia account. Instructions will be sent to your email.

Q: What happens to my existing billing and payment information?
A: Your billing history should be preserved. One caveat is ACH. The prior payment provider did not transfer ACH details, so these will need to be added into our new payment provider. If you had autopay set up in Salesforce, you may need to re-enroll in autopay in Gaiia.

Q: Will my bill amount change?
A: Possibly. Your plan and pricing remain the same unless you’ve made changes recently. That said, we also upgraded to a nationwide tax compliance provider that may affect your bill’s total amount. 

Q: How will I receive my bills going forward?
A: Bills will be emailed from the Gaiia system. You can also view and download them from your new online portal.

Q: When will I see the new bill format?
A: Bills from Gaiia will start 4/1/2026.

Autopay & Payments

Q: Do I need to do anything for my payments to continue?
A: Yes. If you were enrolled in autopay, you must log in to Gaiia and verify your payment method was migrated for automatic payments.

Q: Will there be any disruption to my payments during the transition?
A: We’ve taken steps to ensure no payment is missed. However, we recommend checking your billing statement in the new system after go-live.

Support & Communication

Q: Will I still contact the same support team?
A: Yes! Our customer support team remains the same, but they’ll now have improved tools to assist you faster and more accurately.

Q: Where can I log in to my new account?
A: You’ll receive a login link via email after the migration. Once active, you can also access it through https://account.gwi.net.

Q: What if I need help setting up my new account?
A: We’ll provide step-by-step instructions and offer phone/email support to walk you through the process if needed.

Security & Privacy

Q: Is my personal and billing information secure in Gaiia?
A: Yes. Gaiia meets strict security and compliance standards. No sensitive information will be transferred without encryption or your consent.

Troubleshooting

Q: I didn’t get the account setup email. What should I do?
A: Check your spam/junk folder. If you still don’t see it, please contact our support team at support@notices.gwi.net.