Billing FAQ's
How do I cancel my account?
To cancel an account, the account holder must call the Billing Department at 1.888.628.4669. Unfortuantely, we do not accept cancellation requests by
letter or email. Be prepared to verify your address, phone number, and your payment information. It is important that you keep the above information updated, as it must be
verified, even if it is outdated. Payment information includes the following:
- If you are paying with a Credit or Debit card, we will need to verify the last four digits of the card.
- If you are setup for electronic payments through your checking account, we will need to verify the account number.
- If you are setup to send in payments via check or money order, we will need to verify the amount of the last payment and the check or money order number.
Please call before your billing date, as we do not prorate for partial months. It is up to the discretion of our company whether a refund will be issued or fees will be removed
on an account with no usage. If the service has been used at all for that month, you must still pay for the full month of service.
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When does my subscription end?
All accounts are automatically renewed. Much like your phone service, you sign up with us to make Internet access available to you. We make the service available, but your usage
or non-usage of the service is entirely up to you, however the amount you are billed for remains consistant. If you want to close your account and stop being billed, you need to
call us at 1.888.628.4669 to cancel your account. We have a very strict privacy policy and all cancellations must be done by phone.
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Is it safe to pay online?
Yes. That area of our website uses the highest web-browser encryption possible (128 bit) for your protection. This is the same type of security that today’s online banking
websites use.
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How can I contact the Billing Department?
You can contact the billing department by emailing us at billing@nationwide.net or give us a call at 1.888.628.4669 and choose
option #5 for the billing department.
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When is my bill due?
You payment must be received within 10 days of your billing date. To find out when your billing date is please go to View / Pay Bill.
If we have not received a payment within 10 days from your billing date your account is subject to suspension. There is a $5.00 reconnection fee for all suspended accounts. If
you know your payment is going to be late please call us at 1.888.628.4669 to make payment arrangements. We are happy to work with you.
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I am set up for auto payment and I received a past due notice. Why?
There are many reasons for this. The most common is that the credit or debit card on file has expired. The bank normally allows charges to go through on an expired card for a
couple of months as a service to their customers, but there comes a time when they will cut us off. Other possibilities are, if you have just recently updated this information
and we have not yet successfully billed you using it, or there may be a typo or error with the card itself. If you have received a past due notice, and your account should be on
autopay, please contact the billing department at 1.888.628.4669 to verify your payment information. You can also update your information on our website - at our
View / Pay Bill Option.
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What happens if my account gets suspended?
If your account is suspended your internet service will be temporarily shut off. You must contact the Billing Department by phone at 1.888.628.4669 and make a payment, or send in
a payment to get your account unsuspended. Please send payments to PO Box 1000. Stevensville, MD 21666-1000. If you mail in a payment, it must be received before your service
will be reactivated unless other arrangements are made. Please remember to put either your user name or your account ID on every payment that is mailed in.
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Why am I not receiving a bill?
There are a couple different possibilities as to why you might not be receiving a bill from us.
- Our bills are sent through email unless other options are specifically requested. If we are sending it to your Nationwide email address, and you are not using it, you
may not even know it's been sent. To avoid this, we can send your bill to any email address that you would like. Please contact the billing department to verify or change
your Contact Email Address. If for any reason you are not able to get your The River email, please call our technical support department immediately.
- If you have postal invoicing set up, you might not be receiving an invoice if the contact information we have is not current. Please be sure to keep your contact
information updated. You can do this at www.nationwidebilling.net.
Click on View / Pay Bill option. Sign in with your email address and password. Once you have logged in click EDIT
CUSTOMER INFO. Fill out the correct information, then click MAKE CHANGES and your information will be updated.
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How do I update my billing infomation online?
You may update your billing information at any time by going to View / Pay Bill option on the website. If you
continue to get this error or there is not an error and the information is still not updating properly, please call the billing department immediately at 1.888.628.4669.
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How can I get a copy of my bill?
To receive an additional copy of your statement you can contact the billing department by phone at 888-628-4669 or email us at billing@nationwide.net.
We will send you a current copy of your bill to whatever email address you request. We can also provide a postal copy of your invoice upon customer request only. This is not our
normal billing procedure and there will be a $2.50 charge per copy.
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What are the billing department’s hours?
We are open Monday - Friday 8am - 5pm
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My invoice is wrong. What do I do to get it corrected?
If you see charges that you do not understand, or if you see a mistake on your bill, please call the Billing Department at 1.888.628.4669. We will do our best to get this issue
resolved in a timely manner.
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Who do I contact if I know my payment will be late?
Please contact us. You may email us at billing@nationwide.net or call 1.888.628.4669 and we will do what we can to work out a payment plan.
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I mailed you a check last month and it never was posted to my account?
Please call our Billing Department at 1.888.628.4669 and have the following information ready. Check number, the amount of the check, and if the check has cleared your bank. If
it has cleared, on what date? With this information we will be able to do a search for your check and get your account corrected.
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I referred a friend. How do I get my credit?
When you refer a friend and he/she stays for a month, you can receive a referral credit for a month of Dial-up service. When your friend calls to sign up for a new account, you
must have him/her give your name and your email address to the sales representative. That's all there is to it. Your referral credit will be applied to your account automatically
once your friend has been with us for 30 days.
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If you need more help with any of our products or services
please contact us at 1.888.Nationwide (628-4669)
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