Frequently Asked Questions About Updates to Your Citynet Billing & Payment Experience
We are upgrading to a next-generation billing platform that will make managing your Citynet account easier, faster, and more secure. Below are answers to some common questions about this change.
Why am I being charged $2 more each month?
We are implementing a $2 monthly fee to help cover the cost of significant system enhancements. Our new billing system enhances security, streamlines account management, and provides you with improved self-service tools.
What improvements will I see?
The new platform gives you:
- A faster, more user-friendly online payment portal
- Stronger account and payment security
- Easier access to billing history and support tickets
- A modern system designed for future enhancements
How long will this $2 fee apply?
We are still finalizing details about how long the fee will remain in place. We will update customers once more information is available.
Can I opt out of the fee or keep the old system?
No. The old billing platform is being retired, and all customers will move to the upgraded system.
How do I access the new payment portal?
Why did my taxes change?
Our goal is to ensure every customer is taxed fairly and accurately. Enhanced auditing requirements from state and local tax authorities have prompted us to verify and update tax calculations. If you notice a change, we will review it to confirm accuracy, especially during the initial rollout.
Do I have to provide my email address?
Yes. Regulatory guidelines require Citynet to maintain at least one preferred method of communication, either an email address or a cell number for text notifications, so that we can share important updates such as outage alerts.
What payment methods can I use online?
You can pay online using most major credit cards or ACH (Automated Clearing House) bank drafts.
Can I schedule future payments?
Not at this time.
If I currently receive an email invoicing credit, will that offset the new $2 fee?
Yes. Your existing email invoicing credit will continue to apply and will offset the enhancement fee.
Is my payment information more secure now?
Yes, significantly. The upgraded system uses the newest, most secure method of payment tokenization.
Your actual credit card number is never stored or transmitted through our system. Instead, transactions are processed with a unique, encrypted “token,” a random string of numbers and letters that makes sure your real card information is never exposed online.