Web Self Care and eBills

Web Self Care is Bright House Networks' new online bill payment and presentment system. It allows customers to view their Bright House Networks bills and make payments online. You can make payments anytime, anywhere, from almost any computer with Internet access. You can also set up recurring payments to occur automatically on your statement due date each month.

An eBill (electronic bill) is an electronic version of a paper bill that you can view online.

There are two basic steps involved in using Bright House Networks' Web Self Care service:

• Step 1: Enroll in Bright House Networks' Web Self Care service. When you first begin using the service, follow the simple enrollment instructions. You need the account number that appears on your bill handy, your full 9-digit zip code, as well as the information about the payment method you wish to use (i.e. routing and transit number for checking account, account number, or credit card). Enroll now! Enroll now! (When enrolling, you must enter your cable account name, account number and full 9-digit ZIP code number, plus the hyphen, as it appears on your cable bill.)
• Step 2: Set up a Recurring Payment: If you wish to pay by a Recurring Payment method, your bank account or Credit Card will be debited each month on the Payment Due Date, until a request is made to discontinue. Click on the "Change Button" to the right of the "Current payment method" line on the Account Summary screen. Click "Electronic Fund Transfer," if you choose to set up recurring EFT payments, or click "Show All Methods," if you choose an option to pay by a recurring Credit Card, then click "Continue." The Terms and Conditions are displayed for your review. Click "I Accept These Terms," then click "Continue" and enter the requested information for EFT or Credit Card, depending on your prior payment selection method.
• Or Make a One-Time Payment: Click the "Pay now" button below the "Current account balance" line on the Account Summary screen. If you choose to pay with a One-Time EFT payment,. click the "Electronic Fund Transfer" option, then "Continue," then fill in the requested information to pay by an Electronic Check. If you choose to make the payment with a credit card, click "Show All Methods, instead of the Electronic Fund Transfer option, then click "Credit Card," and enter the requested information for paying by credit card.

• Save time. No more checks to write.
• Receive e-mail notifications when your eBill is ready to view.
• You decide when and how much to pay.
• Receive e-mail confirmations when you make payments online.
• Previous eBills are archived and accessible online for four months. (Current month, plus three prior months)

You can use your bank checking or savings account, as well as MasterCard, VISA, or American Express credit cards.

It's FREE! Web Self Care from Bright House Networks allows you to view and pay your Bright House Networks bills online at no additional charge. If you use another eBill service or provider, please check with your service provider for pricing information.

Bright House Networks' Web Self Care service uses several methods to ensure that your information is secure:

User Name and Password: Your user name and password are unique identifiers that only you know. Don't share your user name and password with anyone.

SSL: Bright House Networks' Web Self Care service uses SSL (Secure Socket Layer) to ensure your connection and information is secure from outside inspection.

Encryption: Bright House Networks' Web Self Care service uses 128-bit encryption to make your information unreadable as it passes over the Internet.

Automatic Sign-Out: Bright House Networks' Web Self Care automatically signs out of an online session if you are inactive longer than 10 minutes. We recommend signing out immediately after viewing or making payments.

No special hardware or software is required to use this service. You need Web access and a browser. Most browsers use 40-bit encryption by default. For improved security, we require using 128-bit encryption to access your bill and make payments. You can download 128-bit encryption by visiting one of the these Web sites:

After you complete and submit an registration form, we process it, activate your service, and send you an e-mail with your user name and Password. Once you have your user name and Password, you can access Bright House Networks' Web Self Care service if you wish to view your bill online, or need to make any adjustments to your personal or banking information. You should begin receiving an eBill within a month or so, depending upon your billing cycle.

If you know the e-mail account you used and can answer the security question you specified when you registered your account, click on the "Forgot Password?" link on the my account/Web Self Care Log in page. Fill in the e-mail address and answer the security question, and your user name and password will be sent to the e-mail address you used when you registered.

If you can't remember what e-mail address you used when you registered, please contact Bright House Networks' Customer Care Department at cfl.CustomerCare@mybrighthouse.com.

1. Click on "my account" in the navigation area at left and log in using your existing user name and password.

2. Click on "Update User Profile" in the blue navigation bar toward the top of the page.

3. An "Update Registered User Profile" page will be presented. Type your new password in the text boxes after "Choose a new password:" and "Confirm the password:". (Note: Your password must be at least eight characters long and should contain both numbers and letters.)

4. Click the "Submit" button at the bottom of the page to complete the change.

There is no cost for enrolling in and using Bright House Networks' Web Self Care service.

To cancel Bright House Networks' Web Self Care service, send an e-mail with your request to: cfl.CustomerCare@mybrighthouse.com

You can find your account number printed in red ink at the top of a recent paper bill, just to the right of the Bright House Networks logo.

Yes, but be sure to use the correct account number as it appears on the monthly paper bill.

You will receive an e-mail notification alerting you that your eBill is available on Bright House Networks' Web Self Care service and is ready for payment.

Once you've registered to use Bright House Networks' Web Self Care system, it may take a month or more, depending on your billing cycle, before you receive your first e-mail notification to let you know your monthly eBill is available.

You will continue to receive a paper copy of your bill in the mail for at least the first two months after you become a registered Web Self Care user. Although Bright House Networks eventually may stop mailing paper bills to customers who use our Web Self Care service, that decision has not been made yet. At this point, all customers will continue to receive paper bills indefinitely. If Bright House Networks does stop sending paper bills to Web Self Care users, they will be notified at least 30 days in advance by e-mail and/or the Web Self Care service and provided with instructions on how to resume receipt of paper bills, if they so desire.

You can view paid eBills by looking under "Statement Details or Previous Statements." eBills may become unavailable after a period of time (typically four months). You can always use your PC's printer to print the bill, if you want to keep long-term records, by clicking the "Print Window" option shown at the top right corner of your online bill.

The funds for the payment are debited from your account on the payment due date. Keep in mind that you should always have funds available to cover the payment on that date.

We suggest you make a One-Time payment (Non-Recurring) at least four to five business days before the actual payment due date.

Yes. Just click on the second "Pay now" button (under "Current Statement") on your Account Summary page, type in the amount you wish to pay instead of your regular monthly payment amount, and follow the directions. Please note that if you've already signed up for a recurring payment method, the total amount of your monthly bill will be paid automatically, and you cannot change this amount. If you have selected a recurring payment method and wish to pay an amount other than the total amount due, you'll have to change your payment method to "Non-Recurring (Month to Month)". To do so, click the "Change" button next to your current payment method (under "Current Statement" on your Account Summary page). Then click the "Show All Methods" button, and select "Non-Recurring (Month to Month)". When you return to your Account Summary page, you should now see two "Pay now" buttons, one in the "Summary" section toward the top, and one in the "Current Statement" section. Use the bottom "Pay now" button to pay an amount other than the full amount due.

If your registration request is rejected:

1. Try to register again and make sure you entered your information completely and accurately — especially your account number and your full 9-digit ZIP code, including the hyphen.

2. Contact Bright House Networks' Customer Care Department at cfl.CustomerCare@mybrighthouse.com for assistance.

3. If you receive an error message about an "invalid bank routing number" contact Customer Care cfl.CustomerCare@mybrighthouse.com. You must include the bank routing number.

If you have questions about an eBill, contact Bright House Networks' Customer Care Department at cfl.CustomerCare@mybrighthouse.com for assistance.

If your normal billing cycle has passed and you have not received e-mail notification that your eBill is available, or your new eBill in not available on the Web Self Care service, contact Bright House Networks' Customer Care Department at cfl.CustomerCare@mybrighthouse.com. Depending on billing cycles, the exact day you receive your bill each month may vary. Remember that it can take more than one month before you receive the first eBill e-mail notification from Bright House Networks.

After the payment date, check the status of the payment by looking in "Statement Details." If the status is "Payment Received" then the payment has been sent to Bright House Networks. You can also check to see if the funds have been drawn from your bank account or credit card. Or you can call Bright House Networks to see if we received and credited the payment.

If the payment amount is incorrect edit the payment with the correct amount. If the payment has been processed, you cannot change the payment amount. If you overpaid, please contact Bright House Networks' Customer Care Department at cfl.CustomerCare@mybrighthouse.com to request a refund. Otherwise, any overpayment will be applied toward your next bill.

No. If you've signed up for EASYpay, your payment preferences will be imported automatically when your register for Web Self Care service. Payments will continue to be deducted from the account you specified on the EASYpay form until you notify Bright House Networks that you wish to discontinue automatic payments. To do so, call our Customer Care Department at 1-877-892-EASY. You can also change your payment method or switch from recurring to one-time payments via the Web Self Care system. (See the next question for details.)

You can change your payment method online. To change your payment method online:

1. Click on "my account" in the navigation area at left.

2. Log in to the Web Self Care service. (If you aren't already a registered user, you'll have to register to use the service.)

3. On the main "Account Summary" page that's presented after logging in, click on the "Change" button next to "Current Payment Method".

4. On the "Set Up Recurring Payment / Choose Payment Method" page that comes up next, if you wish to set up recurring payments from your checking or savings account, click on the radio button next to "Electronic Funds Transfer" so that it's filled in. Then click the "Continue" button below and follow the instructions for entering your bank account information on the following pages. If you wish to make a one-time payment or use a credit card instead, click the "Show All Methods" button at the bottom of the page. Then click on the radio button next to "Credit Card" or "Non-Recurring" so that the radio button next to the payment method you desire is selected. Then follow the instructions for entering your bank account or credit card information on the following pages.

Note: Requests to change to a recurring method of payment may take up to five business days to be processed.