Billing
What is SmartHub? When is my payment due? Find answers to your most Frequently Asked Questions below. Or call Customer Service at 360-321-1122 for questions about your bill or account.
When is my payment due?
Payment(s) must be received at our office no later than 5:00pm on the Payment Due Date listed on the invoice, or on the preceding business day if this date falls on a weekend or holiday, to avoid late payment charges. Please allow at least 10 business days for your payment to reach us when mailing your payment(s).
Can I make a payment over the telephone?
Yes, you can make credit card and check payments by phone by calling our secure, automated toll-free number 855-939-3632. Payments are accepted over the telephone at no charge to our customers.
NOTE: This number is for U.S., Puerto Rico, and the U.S. Virgin Islands only, not for international calling.
How do I sign up for eBilling?
Register your account in SmartHub and sign up for eBilling to conveniently view your invoices and manage your monthly payments online. With your SmartHub account, you’ll have the option of establishing recurring payments or making one-time payments, whichever you prefer. Please visit our SmartHub page to setup or access eBilling today.
How do I setup automatic bank deductions?
Authorize monthly transfers from your checking or savings account to pay your Whidbey Telecom account balance. Please visit our SmartHub page to enroll or call Customer Experience for assistance.
Can I make a payment online through my financial institution, instead of SmartHub?
Payments remitted to us through an online bill-pay service may be remitted as a mailed check or transmitted to us electronically. Please verify your financial institution’s bill payment process to ensure your payment will be received at our office no later than the invoice due date to avoid late payment charges.
NOTE: If you use online banking to pay your bill, we encourage you to ensure your financial institution has all the required information. If you have moved recently or made changes to your service, please notify your financial institution.
If I want to mail in a check or payment, where do I send it?
Please include the remittance slip or reference your account number on the front of your check and mail payments to us at:
Whidbey Telecom
PO Box 3547
Seattle WA 98124-3547
How are services billed?
Recurring services are typically billed in advance. One-time charges and charges based on measured usage, such as long-distance charges, are billed in arrears. The first invoice you receive after new service has been established will likely include recurring service charges for that month and partial service charges covering the days of service from the time of establishing service to the date of the first invoice. New charges are marked with an “N” and Prorated charges are marked with a “P”.
Where do I find an expected credit amount?
Credits, including payments received and billing adjustments, are marked with a “CR” next to the amount. Payments are reflected on the front page of the invoice in the “Previous Balance” section.
Why doesn’t my payment appear on the invoice?
Payments that are received after the Payment Due Date, or the preceding business day if this date falls on a weekend or holiday, may be received too late to be reflected on the upcoming month’s invoice. Please contact Customer Experience if you have questions regarding your payments.
What should I do if I know my payment will be late?
Please contact Customer Experience at 360-321-1122 so we can discuss your account status and determine if we are able to establish a payment arrangement that may be helpful to you. Please remember that a late fee will be applied to any balance that remains unpaid by the invoice due date.
What happens if my account becomes delinquent?
Unpaid balances are considered delinquent & late fees will apply. We will attempt to provide you with a notice of pending disconnection if a balance remains unpaid after the invoice due date. Service(s) are subject to interruption if payment is still not received by the extended due date listed on the notice, or if not received by an established promise-to-pay payment date. If service is interrupted, payment must be received at our office on a business day to reconnect service(s) and reconnection charge(s) may apply.
Why did I receive a Past Due Unpaid Balance Notice?
We provide these notices to help prevent interruption of your service(s) in the event of a past due unpaid balance. Please contact one of our Customer Experience representatives if you have any questions about receiving this notice or if you would like to discuss your account balance. Payment for the total amount due listed on the notice must be received at our office by the due date listed on the notice to avoid interruption of service(s).
What do I do if my service is fully disconnected?
If your service has been completely disconnected, please be sure to contact our office during normal business hours to request service reconnection. Upon verification of payment, we will process the reconnection request. Reconnection charge(s) may apply.
What is SmartHub?
SmartHub allows you to manage all aspects of your Whidbey Telecom account online, on any device. It offers additional secure account details and options to pay online using your smartphone, tablet, or computer with an internet connection.
With SmartHub you can:
- View statements
- Make payments
- Setup Auto Pay
- Report an issue
- Communicate with Whidbey Telecom
- Review payments applied to your account
- Sign up for paperless (e-bill)
- Setup text and email notifications
- And More!
What is the difference between SmartHub and Pay Now?
SmartHub is an online bill pay service that you log into. With SmartHub you can view your statements, make payments, communicate with Whidbey Telecom, and set up text or email notification.
SmartHub is an online bill pay service that you log into. With SmartHub you can view your statements, make payments, communicate with Whidbey Telecom, and set up text or email notification.
SmartHub is an online bill pay service that you log into. With SmartHub you can view your statements, make payments, communicate with Whidbey Telecom, and set up text or email notification.
Do I have to change the way I pay my bill to use SmartHub?
No. You can take advantage of all of the features of SmartHub and continue to pay your bill as you currently do.
Who can sign up for SmartHub?
Any residential or business customer with a Whidbey Telecom account number can sign up for SmartHub. This includes accounts for Hat Island Telephone Company and Bayview Storage.
Where can I find my account number?
You can find your account number on a printed bill statement mailed to your residence or business.If you have previously received emails from Whidbey Telecom about your monthly bill being ready to pay online, your account number is provided in that email. You can also call Whidbey Telecom at 360-321-1122 for customer assistance.
How do I sign up for SmartHub?
You can sign up from our website HERE. Select Continue to SmartHub which will take you to the SmartHub portal.
From there, select “New User? Sign up to access our Self-Service site” hyperlink on the login page. You will need to enter your account number, last name, and email to start the registration process. (It is not necessary to enter the zeroes in front of the account number.) You can find your account number on a printed bill statement mailed to your residence or business.
Next, you will need to answer validation question(s) to register and establish 2 secret hint questions. You may select a different question by clicking on the triangle toggles to the right and choosing another from the list.
Once registration is complete, an email will be sent with a temporary password required for the first login. Check your email for the temporary password. (If you do not receive a temporary password, please check your junk mail, or call our Customer Experience team and they can give you a temporary password.)
How do I navigate SmartHub?
The SmartHub Dashboard is where you will be brought every time you log into your account. Here is where you will find:
- A summary of your account(s)
- Important communication/access
- Bill Pay access
- Account management options
- Past bill and payment history
If you can’t find what you need on the dashboard, then check the top menu. The top drop-down menus provide more options and customization.
How do I set up notifications in SmartHub?
Add your cell phone or email address to SmartHub to receive notifications about available bills, credit card expirations, and more.
- From the SmartHub main page, click on the Notifications tab.
- Verify that your contact information is in SmartHub by going to Manage Contacts in the far left menu.
- If you need to add an email or phone, select + Add E-mail Contact and/or +Add Phone Contact located at the top.
- Input your desired contact method(s) and accept the Terms and Conditions.
- You will receive an E-mail and/or text message to complete the activation.
- Click the Manage Notifications link in the far-left menu. The Manage Notifications page appears, displaying various categories of notifications, including Billing, Miscellaneous, and On Demand.
- Click the Manage Notifications link in the far-left menu. The Manage Notifications page appears, displaying various categories of notifications, including Billing, Miscellaneous, and On Demand.
- Under each Alert Type, select the method(s) in which you want to be notified. (Some options are not editable.)
- When done, select Save Settings for each category you have updated.
How do I pay my bill in SmartHub?
On the Web version of SmartHub, you can make a payment to a single account or to all accounts by clicking on the Pay My Bill button under Quick Links. To pay the total amount owed on multiple accounts, click the Pay Now button in the upper right corner of the screen or the Make Payment button on the home page of SmartHub.
How do I sign up for Auto Pay?
From the SmartHub dashboard:
- Select Billing & Payments from the top drop down.
- Select Auto Pay Program from the left navigation.
- Click Sign Up for Auto Pay.
- Accept the Terms and Conditions.
- Select Card or Bank Account and enter your information in order to pay for services automatically each month.
How do I add my credit card or bank information to SmartHub?
To view and/or manage your existing payment methods from the SmartHub application:
- Select My Profile from the top menu bar.
- Select Manage My Stored Payment Accounts. From here you can view your existing payment options (credit card or bank account).
- If you want to add a payment option, you can select Add New Card or Add New Bank Account.
In an ongoing effort to safeguard customer account information, Whidbey Telecom, in compliance with FCC regulations, requires all persons requesting account information to verify their identity as the account holder or as a person authorized to have access to such account information. When you visit or call Whidbey Telecom to request account information, you will be asked for some or all of the following information in order to verify your identity and authority:
- Valid government-issued photo ID
- Subscriber Verification Code (SVC)
- Accurate responses to back-up security questions
To setup a new SVC online, contact our Customer Experience Team at (360) 321-1122 from South Whidbey/Hat Island or (360) 945-1122 from Point Roberts.
What is a Subscriber Verification Code (SVC)?
A Subscriber Verification Code (SVC) is a secret word or phrase that will be spoken over the telephone to a Whidbey Telecom representative as a means of identifying you as an authorized subscriber of your account. Your designated Subscriber Verification Code (SVC) is one of the best methods to protect and allow only authorized access to your Whidbey Telecom account information. To establish your SVC, you may visit or call a Whidbey Telecom Customer Service Center. When visiting to establish your SVC, please bring valid government-issued photo ID. When calling to establish your SVC, you must call from the telephone service number of record. Please do not share your SVC with anyone that you have not authorized to gain information about or make changes to your account.
What are Back-up Security Questions & Answers?
Back-up Security Questions & Answers are designed to help you verify your identity to Whidbey Telecom in the event you’ve forgotten or lost your SVC and need to gain access to your account information. At the time you establish a SVC, you will also choose a question from each of two lists of pre-defined questions and provide your secret answers. Please do not provide answers that include readily available information about yourself and please do not share your secret answers with anyone not authorized to gain information about or make changes to your account.
Why do I need a Subscriber Verification Code (SVC) and Back-up Security Questions & Answers?
The Subscriber Verification Code (SVC) established on your account will be used by Whidbey Telecom to validate the authorization of any person requesting information for your account over the telephone. Anyone requesting the following must be listed in our records for your account and provide the correct, pre-established SVC or answers to the pre-established Security Questions:
- account information
- account information changes
- service information
- service changes
In the event that you lose or forget your account’s SVC, you may still gain access to your account information over the telephone by providing the correct answers to the Security Questions you have chosen. If you cannot provide the correct SVC or correct answers to the existing Security Questions, you may a request a new Personal Identification Number (PIN) from Whidbey Telecom.
How do I set up or re-set a Subscriber Verification Code (SVC) and Back-up Security Questions & Answers?
All new customers will set up a SVC and back-up Security Questions & Answers at the time of application for service(s). Existing customers can set up or re-set their SVC and/or back-up Security Questions & Answers for their account in a few different ways:
To set up or re-set your SVC and/or back-up Security Questions & Answers on your existing Whidbey Telecom account, you may request Whidbey Telecom assign a randomly generated Personal Identification Number (PIN) and mail it to you. We will only mail or email the PIN to the postal or email address of record for your account (which has been on record for at least the past 30 days). Upon receipt of the PIN, you may complete the set up by calling or visiting our Customer Service Center.
If you call our Customer Service Center to set up new a SVC and/or Back-up Security Questions & Answers on your existing Whidbey Telecom account and do not have a Whidbey Telecom assigned PIN, we can call you back ONLY at the telephone service telephone number of record. We will first verify that your name is listed as an authorized name in the relevant account record. Then to further authenticate you as the subscriber of record we will have you verify other relevant account information. From there we can assist you in setting up a SVC and back-up Security Questions & Answers for your account.
If you call our Customer Service Center to re-set a SVC and/or back-up Security Questions & Answers, your name must be listed as an authorized name in the relevant account record. You must then provide the existing SVC and/or correct answers to the existing Security Questions. If you are not able to provide either the correct SVC or correct answers to the existing Security Questions, you may request a new PIN be mailed to the subscriber of record for the account for the purpose of re-setting the SVC and/or Security Questions & Answers for your account.
You may also set up or re-set your SVC and/or back-up Security Questions & Answers on your existing Whidbey Telecom account by visiting one of our Customer Service Centers. When you visit our office you’ll need a valid government-issued photo ID so that we may verify your identity and authorization. We can then accept your request to set up or re-set the SVC and back-up Security Questions & Answers.
