When will I receive a different bill from Home Telecom?

You will see a bill that looks slightly different beginning with the bill you receive after January 21st. This is the date when our final push to the new billing platform will be made.

Why does my bill look different?

Home Telecom has changed billing vendors so that you can have a better all-around experience. Your bill will look different and the eCare portal you are used to will also be very different with improved functionality.

Will this change make my bill go up?

No. Your bill will remain the same during this transition as long as the services you subscribe to do not change. The only difference in our billing practices will be the new late fees.

Will my account number stay the same?

Yes. The account number you currently have will remain your account number with the new billing system.

I don’t see a Security Code on my bill anymore. How do I verify my account when I pay my bill online?

You no longer need a security code. All you need is your Home Telecom billing zip code and your account number to access our eCare portal.

Can I receive a bill via US Postal Service if I also receive my bill through email?

No. You will not be able to receive your bill in a printed format; however, you will be able to access your bills and billing history through your eCare portal. From there, you can print your bill from the comfort of your own home.

Do I need to wait for my first bill to arrive in order to access the eCare portal?

No. You will receive an email after your installation is complete directing you to our eCare Portal. From here, you’ll be able to access your bill, make a payment, set up automatic payments, and even report any issues or questions you have with your services.

Where can I find my previous bills?

Since we've migrated to a new billing system, your previous bills have been imported as PDFs into the eCare Portal. To access these, click on the "Documents" link at the top of the eCare Portal. This will show you the previous bills for the past 2+ years.

If I disconnect my service, will I receive a refund for services for the rest of the month?

Yes. Since our charges are prorated, you will receive a reimbursement payment for any days you do not have service with Home Telecom if your balance is current.

If I have auto-pay set up through the current online portal, will I have to re-enter my credit card information and schedule my monthly payment in the new system?

No. Your payment information will remain the same, including when your account is drafted for automatic payments. You won’t have to lift a finger!

I normally receive my bill as an attachment to an email from Home Telecom. Will I still receive my bill the same way?

Not quite. You will continue to receive an email notifying you that your bill is now ready to review; however, you will need to access our new eCare Portal in order to view your bill in full and make a payment. From the eCare Portal, you can download the bill like you were able to previously as an email attachment.

If I miss a payment and my service is suspended, what is the quickest way to get my services reconnected?

We understand that things happen. Simply log on to our eCare Portal and pay your outstanding balance in full. Once your payment has been submitted and verified, your services will reconnect automatically.

We recommend setting up automatic payments based on your particular situation to make sure your bill is always paid when you want to pay it.

Will the late fees remain the same?

No, the way we charge our late fees will have a slight change. Moving forward, late fees will be an additional $5 or 1.5% of your outstanding balance (whichever is greater).

Will the office be closed at all to prepare for this shift?

Yes. In order to take the final steps needed to move to our new system, we will discontinue online payments and in person payments at 5pm on Thursday, January 16th. Our offices will be closed to walk-in traffic and drive thru payments on Friday, January 17th to prepare for the switch. We will also be closed on Monday, January 20th in observance of Martin Luther King Jr Day. Online payments will be reinstated on Tuesday, January 21st at 8:30am when offices reopen for normal business hours.

Will you send notifications about what is needed from me?

Yes! We will communicate with you about this change and what is required of you.

Once we’ve completed the transition to the new billing platform, you may also receive notifications or calls from our two toll-free numbers-
888-746-4482 or 888-863-1030.

To ensure we have the latest contact information for you, please visit and submit the form.

Still have questions? Call 888-746-4482.