No one likes change, and as an OTELCO customer, you have had to deal with your fair share of it this past year. First with the rebrand, then the new website, and finally the billing conversion.
Over time businesses change, grow and develop. OTELCO is no exception to that rule. We are always trying to grow and develop our services to provide our customers with the best experience possible.
We understand that this recent spike of development may be challenging for you. In a continued effort to improve your customer experience, we are going to go over some common questions.
Credentials and Account Numbers
Logging in to Smart Hub requires an email address and a password. If you are still unsure of your Smart Hub credentials, you should call customer service. Dial 833-OTELCO-1 (683-5261) and press 2 if you are a residential customer, and 3 if you are a business customer.
Paying over the phone requires an account number. Your account number can be found at the top right-hand corner of your Otelco bill.
Paying Over the Phone
Where: As you may have already discovered, customer service can no longer take your payment over the phone. Though this may come as an inconvenience to some, it is truly for our customer’s best interest.
The Secure Pay system was designed to meet the Payment Card Industry Data Security Standard (PCI). PCI is a set of security standards that were created to protect consumers and their payment information, across all platforms.
In an effort to comply with the PCI standard, and keep our customers protected, no one at OTELCO ever has access to your credit card, or bank account information. In this way, you can rest assured that your payments are always safe and secure.
How: You can still make payments by phone though. To make a payment by phone follow these three easy steps:
- Dial (833)-OTELCO-1 (683-5261)
- When you reach the main menu press four
- When you reach the Pay by Phone system, press 1 and continue with the directions that will follow.
Where: Between the website change and the billing conversion, a lot of customers are still unsure where to go to pay their bill. One issue we are seeing a lot is customers trying to go to our old website to pay their bill. The old websites are gone, as are the old online payment platforms. A lot of you have the old payment portals bookmarked on your browsers. If you find yourself in that situation, just replace that bookmarked link with a new one that goes to the Smart Hub login screen.
How: Paying online with your Smart Hub account can seem daunting at first, but it is actually quite simple once you get the hang of it. These four easy steps will always work for paying your bill:
- From your Smart Hub dash navigate to the Quick Links menu and select “Pay My Bill”
- Select the account you wish to pay towards
- Enter the amount you wish to pay
- Click Pay Now
Understanding when and how late fees are accrued is obviously very important to a customer. OTELCO wants to be as clear as possible on this matter so that our customers aren’t taken aback by surprise late fees they don’t understand. Let’s break it down for you.
Bills are sent out in two waves:
- Cycle One: Bills come out at the beginning of the month, or as close to the first as possible.
- Cycle Two: Bills come out in the middle of the month, or as close to the tenth as possible.
If you are a cycle one customer and receive your bill in the first week of the month, you have until the fifth of the following month to pay it before a late fee is applied. If you are a cycle two customer, receiving your bill in the middle of the month, you have until the 15th of the following month before a late charge is applied. Here are two examples:
- Cycle One: If you get your bill on or about October 1st, you have until November 6th before a late fee is applied
- Cycle Two: If you get your bill on or about October 1oth, then you have until November 16th before a late fee is applied
Our Promise to You
OTELCO can’t promise to never change again. We are always going to be striving for perfection, and that means continued growth and development on our end. What OTELCO can promise is to always work with our customers to ensure they are getting the best service possible.
While we are on the subject of the billing conversion, did you know that if you get your bill online instead of through the mail you can save $00.50 a month? If you switch to auto-pay you can save an additional $00.50 a month as well. That is a dollar credit towards your bill each month!