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Billing FAQ

  1. How do I reach you if I have a billing question?
    Our representatives are here from 8:00 AM to 5:00 PM Monday through Friday. You can reach us in several ways including:
    • Live Chat
    • Contact us via email at: billing@iinet.com
    • Call us at our main billing number (360) 735-3700 or (800) 689-4303.
    • Mail can be sent to:
      PO Box 4544
      Portland OR 97208-4544
  2. What are pro-rated service fees?
    Some of our customers will have a pro-rated charge when first signing up for service or when first adjusted to the new cycle if they happen to sign up or renew on a day other than the first of the month.
  3. How are pro-rated service fees calculated?
    First, the daily rate of your particular service is determined. That daily rate is multiplied by the number of days remaining in the month. This is your pro-rated charge to bring your renewal date to the first of the month. Your pro-rated charge is added to your next full month, quarter, or annual cycle bill, depending on the plan you're on.
  4. What is the billing timeline?
    Invoices or renewal reminders (depending on your preferred method of payment) are mailed 30 days in advance to your account renewal date. Payment is due 5 days prior to the renewal month. If payment is not received by your billing due date, your service may be interrupted.
  5. How will I be notified of my balance?
    If you are set up to automatically renew via credit card, we will email a renewal reminder notice to you 30 days prior to account renewal for quarterly or longer term accounts. If you are a customer set up for statement billing, an invoice will be mailed to you.
  6. What payment methods do you accept?
    We accept most major credit cards and prefer credit card as a method of payment. We will also accept cash, check, and money order.
  7. How can I pay my bill?
    We provide several ways for you to pay your bill. The quickest and easiest way is to pay online at myaccount.iinet.com. You can use your credit card or debit card via the telephone. You may also pay by mail using our pre-addressed return envelope, or even bring your payment to our main office.
  8. Can I pay my bill more than one month in advance?
    Yes! In fact, some of our accounts even offer discounts for prepaid service.
  9. When is my bill due?
    Payment is due by the 25th, generally 5-6 days prior to your next service period.
  10. When will my credit card be charged?
    Accounts on credit card will be charged on the 25th of the month, generally 5-6 days prior to your next service period. Easypay customers are charged on the 20th of each month.
  11. Will you email me a receipt of my payments?
    Yes. Customers that pay by credit card can opt to receive an emailed receipt.
  12. What if I lose my paper statement?
    We can provide you with either a copy of your current bill through e-mail or a verbal summary over the phone.
  13. What if my payment is late?
    Customers who do not pay on a timely basis are subject to interruption of service. To have service reinstated you will have to pay the account balance which may include the next billing cycle charge.
  14. I am not the account holder. Can I make a payment on the account?
    Yes. Payments can be made by anyone. However, changes to the account can only be made by the account holder or someone preauthorized by the account holder. Payments made by someone other then the account holder can be made online at pay.iinet.com, through the mail, or over the phone.
  15. What if I need more time to make a payment?
    Billing notification and renewal notices are sent a month in advance, giving you around 30 days to make a payment. Residential customers may contact support to arrange for a grace date. Business customers that need more time must contact our billing office to discuss payment arrangements.
  16. How much notice do I need to give if I need to cancel my account?
    Though we never like to lose a customer, we understand there are circumstances that would warrant closing an account. Cancellations must be received on or before your next payment's date unless otherwise noted in your contract. Generally the payment due date is the 25th of the month. Cancellations not received before that date will be responsible for the next service period billing.

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