FAQ - Billing and Account Management Transition

A billing platform change is happening 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 this May, will be generated from a new 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 May 1 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. In the first four to six days of May, we will email you instructions walking you through these steps.

This change is effective with your May billing cycle.

For customer service and billing questions, please call (866) 431-1928.

For Conexon Connect technical or equipment questions, please call (866) 431-7617.

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

You will continue to make payments to Conexon Connect:

Conexon Connect Dept #6494
PO Box 11407
Birmingham, AL 35246-6494

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 May dated Bill Statement, you can begin mailing payments to the remittance address listed on that May Bill Statement:
Conexon Connect Dept #6494 PO Box 11407 Birmingham, AL 35246-6494

You will know AutoPay is in effect when you receive a billing statement reflecting 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 billing cycle.

Customers whose bill statements would be 4/22 or 4/28 will be impacted by AutoPay not being set up yet.  You will need to ensure that another form of payment is made on your account as you will be setting up your AutoPay on the new platform and that can take up to 30 days to be in effect.  Note: The Payment remittance address has not changed.

If you pay your bill through an electronic bank check or mail your bill yourself, you will need to be aware that your May Bill statement from Conexon will reflect a new Account Number and the address for payments to be mailed to:

Conexon Connect Dept #6494
PO Box 11407 Birmingham, AL
35246-6494

Please take proper action 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 April 30, this will no longer work. You will need to set up your account via the MyBroadbandAccount user portal once you receive those instructions within the first seven days of May.

Your existing account will be automatically disabled during the billing platform transition on April 30. The only action required by you is to set up your new account information in the new MyBroadbandAccount user portal beginning in May.

The first week of May, you will receive an email with detailed instructions for setting up your account in the MyBroadbandAccount portal.