Help and Frequently Asked Questions& FAQs

What you will need:

1. Your account number. Your account number is located at the top of your bill.
2. Your service address zip code. Your service address is located at the top of your bill.
3. The last four digits of your social security number.

To register and create a new online account:

1. On the My Account home page, click Register Today or Create a new account link.
2. If prompted to select a cable company, choose the cable company you have an account with from the drop down.
3. Enter your account number and service address zip code. Both the account number and zip code are located at the top of your cable bill.
   
   
   
   
4. Enter the last four digits of your social security number (or tax id if the account you have with us is a business account).
   
   
   
   
5. Click Next -> to complete Step 1 of 4.
6. Enter the username that you would like to use for your MyAccount account. We will confirm that the username has not already been used.
7. Enter a password containing at least 8 characters and retype the password to confirm. These password rules must be followed:
   
   • Must be at least 8 characters
   • Must contain at least one lower case letter.
   • Must contain at least one upper case letter.
   • Must contain at least one digit ('0-9').
   • Valid special characters are ('@,#,$,%,^,&,+,_')
   • Maximum of 32 characters
   
   
   
   
8. Click Next -> to complete Step 2 of 4.
9. If you forget your password, we will prompt you for the security answer to your selected security question. Select the security question you would like to use from the drop down box.
10. Type your answer to the selected security question. You will need to remember the exact answer typed in the event you forget your password.
11. Type your email address and retype it to confirm.
12. For enhanced security, type the CAPTCHA code from the image shown.
    
    
    
13. Click Next -> to complete Step 3 of 4.
14. Accept the Terms and Conditions to complete the final step.
15. After selecting I Accept, we will send a registration confirmation email to the email address used during registration. Top

Tips for strong passwords:

• Not be easily guessed. Don’t use personal information like any part of your name, birthday, pet name, or driver’s license number.
• Not contain common words. It shouldn’t include anything likely to be found in a dictionary or a common name.
• Be different than passwords you use on other sites. Otherwise, if someone gains access to one password, all of your online accounts that use that same password can be easily compromised.
• Have eight or more characters. Longer passwords are more secure.
• Combines upper and lower case letters, digits, and special characters. The rules we enforce on our website are:
  • Must be at least 8 characters
  • Must contain at least one lower case letter.
  • Must contain at least one upper case letter.
  • Must contain at least one digit ('0-9').
  • Valid special characters are ('@,#,$,%,^,&,+,_')
  • Maximum of 32 characters

Strong passwords are essential to keeping your online information private. That being said, you need to be able to remember your password. Create an easy to remember password by using a “pass phrase”. This is a phrase or sentence that only you know and that you can remember. Use the first letter of each word in the phrase and randomly substitute some lower-case letters with upper-case letters and some letters with numbers.

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To change your password:

1. From the navigation menu, select MY PROFILE / Change My Password.
2. Type your current password.
3. Type your desired new password, entering it twice for confirmation.
4. Click Change Password.
5. An email will be sent to the email account set up in your MyAccount online account profile.

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You are required to answer a security question when you initially register for MyAccount. Should you forget your password, we will email you a new password after you successfully answer your security question.

You can change your security question and answer as follows:

1. From the navigation menu, select MY PROFILE / Manage Profile.
2. Click Change Security Settings.
3. Your current security question is shown. Select the New Security Question from the drop down.
4. Enter the answer to the selected security question. Remember the answer that you provided so that in the event you forget your password a new password can be emailed to you.
5. Enter your Current Password.
6. Click Submit.

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To change your online account email address:

1. From the navigation menu, select MY PROFILE / Change My Email.
2. Type your new email address, entering it twice for confirmation.
3. Click Submit.
4. An email will be sent to the old email address and the new email address as confirmation of the change.

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To view current and previous statements:

1. From the My Account Overview page, click View My Bill, or from the navigation menu, select BILL & PAYMENTS / View My Bill.
2. Your most recent statement is shown and you may select a statement within the last 12 months from the statement drop down list:
   
   
   
3. The details from the bill selected are shown or you if the statement is from the past six months you may click the View PDF button.

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To stop receiving a paper bill in the mail:

1.     From the My Account Overview page, click Manage Paperless Billing, or from the navigation menu, select BILL & PAYMENTS / Manage Paperless Billing.

2.     Select the Online option to turn off future statement mailings.  Instead of mailing a statement to your address, we will email you when your statement is ready to view online.  We will send the email notification to the email address shown at the bottom of the page. 

3.     Click Save Bill Preferences to save the change to your account.

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To start receiving a paper bill in the mail:

1.     From the My Account Overview page, click Manage Paperless Billing, or from the navigation menu, select BILL & PAYMENTS / Manage Paperless Billing.

2.     Select the In the mail option to turn on future statement mailings.  We will mail a statement to your address beginning with your next scheduled statement date.  We will also continue to email you so that you are notified when your statement is ready to view online.  We will also send an email notification informing you of the change in your billing preference to the email address stored in your My Account profile.  (To change the email address, follow the instructions here: How to change your online account email).

3.     Click Save Bill Preferences to save the change to your account.

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1. Click here to view help document. (opens in new tab)

1. From the navigation menu select BILL & PAYMENTS / Manage Payment Accounts or select the Manage Payment Accounts tab from Bill & Payments
2. Enter a nickname for the new payment account, and click Add New Payment Account.
3. Fill out your billing information and payment details for your new account.
   
4. Click Finish.

About online payments:

We accept Visa, MasterCard, American Express, and Discover credit card payments. We also accept payment made from a checking or savings bank account. Your payment will be authorized and processed immediately or you may select to have your payment processed up to ten days in the future. We will post your authorized and processed payment to your billing account within one business day after the payment is processed. To make an online payment with a saved account:

1. From the My Account Overview page, click Make a Payment, or from the navigation menu, select BILL & PAYMENTS / Make a Payment.
2. Select your preferred payment account.
   
3. You may select to pay a specific statement balance or pay a different amount. To pay a specific statement balance, select the statement from the Select a Statement dropdown. To pay your current total balance, leave this box unchanged. Your current total balance will be shown in the Current Balance box. The statement balance will be shown in the Statement Balance box. Otherwise, if you wish to pay an arbitrary amount, enter that amount in the Pay Other Amount box.

   

4. To process the payment immediately, leave today’s date in Payment Date.
   
   
   
5. Click Pay My Bill to complete your transaction.
6. Wait for the secure payment entry window to appear.
7. Double check your payment and billing information.
8. Click Pay to submit your payment.
9. Your transaction will be securely authorized and a payment receipt page will appear showing if the transaction was accepted or declined. Print the payment receipt page for your records. We will also send the payment receipt to the email address stored in your MyAccount profile.
   
   
   
   
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About online payments:

We accept Visa, MasterCard, American Express, and Discover credit card payments. We also accept payment made from a checking or savings bank account. Your payment will be authorized and processed immediately or you may select to have your payment processed up to ten days in the future. We will post your authorized and processed payment to your billing account within one business day after the payment is processed. To make an online credit card payment:

1. From the My Account Overview page, click Make a Payment, or from the navigation menu, select BILL & PAYMENTS / Make a Payment.
2. You may select to pay a specific statement balance or pay a different amount. To pay a specific statement balance, select the statement from the Select a Statement dropdown. To pay your current total balance, leave this box unchanged. Your current total balance will be shown in the Current Balance box. The statement balance will be shown in the Statement Balance box. Otherwise, if you wish to pay an arbitrary amount, enter that amount in the Pay Other Amount box.

   

3. To process the payment immediately, leave today’s date in Payment Date.
   
   
   
4. Click Pay My Bill to proceed to enter your credit card details.
5. Wait for the secure payment entry window to appear.
6. If you are paying with a credit card that was not used previously and saved, enter the credit card details by selecting the type of credit card and entering your credit card number, CVV, and credit card expiration date. Confirm billing information and make any needed changes.
   
7. Click Pay to submit your payment.
8. Your credit card transaction will be securely authorized and a payment receipt page will appear showing if the transaction was accepted or declined. Print the payment receipt page for your records. We will also send the payment receipt to the email address stored in your MyAccount profile.
   
   
   
   
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About online payments:
We accept Visa, MasterCard, American Express, and Discover credit card payments. We also accept payment made from a checking or savings bank account.

Your payment will be authorized and processed immediately or you may select to have your payment processed up to ten days in the future.

We will post your authorized and processed payment to your billing account within one business day after the payment is processed.

To make an online bank account payment:

1. From the My Account Overview page, click Make a Payment, or from the navigation menu, select BILL & PAYMENTS / Make a Payment.
2. You may select to pay a specific statement balance or pay a different amount. To pay a specific statement balance, select the statement from the Select a Statement dropdown. To pay your current total balance, leave this box unchanged. Your current total balance will be shown in the Current Balance box. The statement balance will be shown in the Statement Balance box. Otherwise, if you wish to pay an arbitrary amount, enter that amount in the Pay Other Amount box.

   

3. To process the payment immediately, leave today’s date in Payment Date.
   
   
   
4. Click Pay My Bill to proceed to enter your bank account details.
5. Wait for the secure payment entry window to appear.
6. If you are paying with a bank account that was not used previously and saved:
   
   a. Enter the bank Account Number, Routing Number, and select the type of bank account from the Account Type drop down (Checking, Saving, or Corporate Checking).
   b. For Checking or Saving bank account payment you must also enter the Driver’s License and State.
   c. For a Corporate Checking bank account payment you must also enter the Company Tax ID and enter the Company under Billing Information.
   d. Click the Authorize check box to continue with the bank account payment.
   e. Confirm all of the billing information and make any changes needed.
   
7. Click Pay to submit your payment.
8. Your bank account transaction will be securely authorized and a payment receipt page will appear showing if the transaction was accepted or declined. Print the payment receipt page for your records. We will also send the payment receipt to the email address stored in your MyAccount profile.
   
   
   
   
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To view payments made online:

1. From the navigation menu select BILL & PAYMENTS / View Online Payments or select the View Payment History tab from Bill & Payments.
2. Any scheduled payments are shown with a yellow background. Rejected payments are shown with a red background. Cancelled scheduled payments are shown with a white background. All other online payments are shown with a gray background.
3. You can click on any of the column headings to sort payment history on that column.

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To cancel a scheduled payment before its due date:

1. From the navigation menu select BILL & PAYMENTS / View Online Payments or select the View Payment History tab from Bill & Payments.
2. Scheduled payments are shown with a yellow background. An option to “Cancel” will be available if the payment has not yet processed.
3. To cancel the scheduled payment, click the Cancel option below the trashcan icon.
4. Click OK if you are sure you want to cancel the payment.
   
   
   
   
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For security purposes we do not provide an option to make changes to existing stored payment accounts. If your stored payment account has expired or is no longer used, delete it and add a new credit card or bank account payment account.

To remove a stored credit card or bank account payment account:

1. From the navigation menu select BILL & PAYMENTS / Manage Payment Accounts or select the Manage Payment Accounts tab from Bill & Payments.
2. Click the Delete option below the trashcan icon.

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Customers of our cablelynx Digital Phone service can view and search call detail records and manage their voice mail and Digital Phone service features.  Each cablelynx telephone number is assigned a four-digit PIN and that PIN is mailed to you when you activate cablelynx Digital Phone service.  You must register each telephone number to your online MyAccount in order access the advanced online cablelynx Digital Phone features.

To register a cablelynx Digital Phone number:

1. From the navigation menu select DIGITAL PHONE / Manage/Register Phone Numbers.
2. If you have telephone numbers available to register, click Register Number.
3. Provide the cablelynx Digital Phone number, last four digits of your social security number, and PIN assigned to this telephone number.  If you do not know your PIN, contact our office at 1-800-903-0508 and a new PIN will be mailed to your address.
4. Click Register Number to complete the registration process.

 

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You may view cablelynx Digital Phone call details for the past twelve months.
To view the call details for a cablelynx Digital Phone number:

1. From the navigation menu select DIGITAL PHONE / View Call Details.
2. If you have more than one cablelynx Digital Phone number, select the phone number from the Number drop down.
3. Call details are shown for the most recent billing period by default. To view call details for a different billing period, select the billing period from the Billing Period drop down.

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We store up to twelve months of cablelynx Digital Phone call detail records.  Options are available to search on the date of the call, day of the week, time of day, city called, state called, number called, call duration, and call total charge. 

Calls can be searched, filtered, and exported to Excel, PDF, CSV file, or Word.

To search call detail records:

1. From the navigation menu select DIGITAL PHONE / Search Call Details or from the phone number management page, click the Search Call Details button or Search Icon.
2. If you have more than one cablelynx Digital Phone number, select the phone number from the Number drop down selection box.

 

1. Enter any search values in the search boxes provided.

 

1. Click the filter icon next to the search box to filter the call details.

 

 

Examples:

To search on all calls made between 1/1/2013 and 2/28/2013, enter the From and To date ranges, click the Filter icon, and then select the Between filter option:

 

To search on all calls lasting 10 minutes or more, enter 10 in Duration Mins, click the Filter icon, and then select GreaterThanOrEqualTo filter option:

 

 

1. If you would like to export the call details to Excel, PDF, Word, or CSV file, click Preview to Export.  Then click one of the Export to icons.
2. To exit Preview mode and clear all filters, click Refresh.

 

 

 

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Digital Phone features can be managed directly online from your MyAccount page.  Features currently provisioned on your cablelynx Digital Phone line can be viewed and changed.  You can turn on or off features such as:

• Anonymous Call Rejection
• Call Forwarding
• Call Waiting
• And many more features:

 

To access the cablelynx Digital Phone features management page:

1. From the navigation menu select DIGITAL PHONE / Manage/Register Phone Numbers.
2. For the telephone line you which to manage, click the Features telephone icon:

1. You will be transferred to the Phone Feature Settings Summary page where you can view the on/off status of all features provisioned on the line.
2. To turn the feature on or off, click the feature name from the features selection panel.

 

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Your cablelynx Digital Phone voice mail messages and features can be accessed directly online from your MyAccount page.  You can listen to your voice mail, view the caller’s phone number, date called, and duration of the call.  You can manage your greetings, passcode, message waiting indictor, and many more voice mail features:

 

To access the cablelynx Digital Phone voice mail management page:

1. From the navigation menu select DIGITAL PHONE / Manage/Register Phone Numbers.
2. For the telephone line you which to manage, click the Voicemail icon:

1. You will be transferred to the Enhanced Voicemail page where you can view new messages.
2. To manage the voice mail settings, click the option from the settings selection panel.

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If you have forgotten your username, we can send it to the email address associated with your MyAccount registration. Click here to begin the username recovery process or select the Forgot your username? option on the MyAccount login page.

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If you forget your password, we can email you a new password to the email address on file of MyAccount. You must answer your security question in order to have the new password emailed. Click Forgot your password? On the MyAccount login page and enter your Username and then provide your Security Question answer.

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From View My Bill, select the desired statement from the Select a Statement dropdown box. If you select a statement from the past 6 months, a PDF is available to view. Click the View PDF button if it is available. Use the Printer ICON option from the PDF viewer to print the statement.

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MyAccount currently supports the following browsers:

Microsoft Edge (Latest Official Release), Firefox (Latest Official Release), Safari (Latest Official Release), Google Chrome (Latest Official Release)

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