Billing and Account Help

Resolution Steps With Layer 42 customers, we are not to assist them with their billing/account inquiries at this time. Any question asked should be forwarded to billing@layer42.com AGAIN – UNDER NO CIRCUMSTANCE ARE YOU TO DISCUSS A LAYER 42... Read More

Introduction Use extreme caution when handling sensitive customer information With identity theft so prevalent, we make every effort to ensure a customer's personal information is not compromised Resolution Steps Please adhere to... Read More

Self-Service Support Alert: this article is available for customers on help.wavehome.com Resolution Steps Set up, access and maintain your MyWave account at https://my.wavebroadband.com/login With MyWave, you can View a copy of the bill ... Read More

Resolution Steps Set up, access and maintain your MyenTouch account at https://my.entouch.net/login   With MyenTouch, you can View a copy of the bill (past and present)  Setup and manage paperless billing  Make a payment  Setup... Read More

Introduction Customer Care Agents handle all call billing disputes If a customer subscribes to another carrier for Regional / LD / International, they must contact that carrier for credit Resolution Steps Local, Regional and Long Distance Call... Read More

Introduction With the enTouch migration, there are some changes to customer taxation with the conversion from MACC to ICOMS Generally these are tax rule interpretation changes; this does not mean the prior taxation was incorrect Resolution... Read More

Introduction Some customers at enTouch (site 44 Co 93) were inadvertently receiving data service at no charge You may notice some accounts that were brought over without a billable service code on the account When speaking to a enTouch... Read More

Introduction Customers sometimes request a separate statement for a specific reason: This is not something we typically offer  They may want data service billed separately because their employer is paying for their service at home  If this is... Read More

Introduction In extremely rare occasions, credit / debit card information is placed on an MOP screen in error Example:  Mr. Jones's credit card information was placed on Mr. Smith's account If a customer used the credit... Read More

Introduction Rarely, credit / debit card information is placed on an MOP screen in error Example:  Mr. Jones' credit card information was entered on Mr. Smith's account  Important: if the card was used to make an account payment, itÂ... Read More