Get Help with Billing, Account Management, and More

Billing Payment Options & Policies

Payment Of Bills

FOCUS Broadband has four (4) billing cycles each month. Payment is due approximately 20 days after the bill cycle date. Refer to your billing statement for exact payment due date. If your bill is being paid by monthly bank draft or automatic credit card payment, refer to the front page of your bill for the date of draft or draw.

Unpaid Accounts:

Nonpayment of any portion of your FOCUS Broadband bill may result in interruption or disconnection of any and all services. You are liable for payment for all services rendered by FOCUS Broadband and billed to your account. It is your responsibility to mail or make payment in a timely manner to ensure receipt by FOCUS Broadband on or prior to the due date. If your account is unpaid on the due date, you may receive a call from our automated messaging system or an FOCUS Broadband representative reminding you to pay your bill immediately to avoid disconnection of any and all services. If you know that your payment will be late, call our Financial Services department at 910-755-1645 to discuss available payment arrangements. FOCUS Broadband may, at its discretion, submit your unpaid account to a third-party collection agency, which may result in a negative impact on your credit history or credit score.

Ways to Pay Your Bill

Online at My Account:

Visit My Account to pay by MasterCard, Visa, Discover, bank draft, or electronic Check. Access to My Account requires a username and password. Call 910-754-4311 to sign up.

Automatic Credit/Debit:

Set-up recurring monthly payments by MasterCard, Visa, or Discover at My Account or by calling Financial Services at 910-755-1645.

Automatic Bank Draft:

Recurring monthly payments by draft on your checking or savings account can be set up through My Account, calling FOCUS Broadband Financial Services at 910-755-1645 or downloading and completing the Authorization Agreement for Prearranged Payments form with the appropriate information. Send it to our business office (FOCUS Broadband Financial Services PO Box 3198, Shallotte, NC, 28459) along with a voided check. After this information has been submitted to and approved by your bank (approximately 30 days) your following month's bill will be drafted. On the front of your bill statement you will find a draft confirmation statement that includes the date that your account will be drafted.

By Phone:

Call 910-754-4311 or 888-367-2862 to make a payment using FOCUS Broadband's 24-Hour Automated Payment system. Using your MasterCard, Visa, Discover or electronic Check, pay your total statement balance, past due amount, or other amount. No convenience fee, and instructions are provided in English and Spanish.

By Mail:

Make your check payable to FOCUS Broadband and send it to: FOCUS Broadband Financial Services, PO Box 3198, Shallotte, NC, 28459

In Person:

Reconnect after DNP (Disconnect for Non-Payment)

Online at My Account

Go to My Account and make an online payment that matches or is greater than your past due amount. Click the “Yes” button to reconnect services. My Account online services require a username and password. Pay by Mastercard, Visa, Discover, or electronic Check. Sign up by calling 910-754-4311.

By Phone

Call FOCUS Broadband's 24-Hour Automated Payment system at 910-754-4311 or 1-888-367-2862 and make a payment that matches or is greater than your past due amount. Follow the prompts to reconnect services. One $30 reconnection charge will be added to your next bill statement. No convenience fee, and instructions are provided in English and Spanish

In Person

Visit one of our locations to make your payment by Mastercard, Visa, Discover, or Check and request reconnect.

Service Reconnection Charge

FOCUS Broadband charges a $30 fee to reconnect service.

Reconnect after Vacation Disconnect

Vacation Disconnect service is intended as a temporary, money-saving option for customers who wish to suspend their services during a time period in which the services will not receive daily use. Temporary suspension of services through the Vacation Disconnect option is permitted no more than 4 times per calendar year and for a total of no more than 180 days per calendar year. You retain your telephone number and when you are ready, all services are reconnected the same day as you make the request. There is no disconnect/reconnect charge when you use the account management site, My Account. For more information or to enroll in My Account, call FOCUS Broadband Customer Service at 910-754-4311. Note: Accounts suspended more than 180 days will result in all services on your FOCUS Broadband account being returned to active status where billing will continue at regular rates.

Online at My Account

Go to My Account and follow the prompts to reconnect services. My Account online services require a username and password. To register, call My Account Customer Service at 910-754-4311, Monday-Friday, 8am-6pm. There is no charge to reconnect after Vacation Disconnect online at My Account.

By Phone

Call Customer Services at 910-754-4311 between the hours of 8:00am-6:00pm, Monday-Friday to request reconnect. One $20 reconnection charge will be added to your next bill statement.

In Person

Visit one of our locations to request reconnect. One $20 reconnection charge will be added to your next bill statement.

Federal and State Fees, Taxes, Surcharges

Federal Subscriber Line Charge (SLC)

A flat monthly charge, established by the Federal Communications Commission (FCC), assessed directly to customers to help local telephone companies recover some of their costs in constructing and maintaining the local network. The SLC is part of the FCC's campaign to promote competition in the U.S. telecom industry and reflects its intent to make end-user customers more directly responsible for these costs.

Federal Access Recovery Charge (ARC)

The ARC is a charge that was adopted by the FCC as a part of its reforms to intercarrier compensation. The ARC may be billed as a separate charge or billed in combination with the SLC. The FCC sets the rates for the ARC each year.

Federal Universal Service Charge (FUSC)

The federal government established national programs to support universal telephone service. The federal Universal Service Fund assists with the costs of providing "affordable" services to low-income individuals and to residents in rural, high-cost areas. In addition, Congress has expanded the program to help schools, libraries and rural health care providers obtain advanced services, such as Internet access. All providers of telecommunications services contribute to the support of these programs. The amount of monthly FUSC on your bill depends on the services you order and the number of telephone lines you have.

Federal Excise Tax

A federal tax that applies to local telephone service billed separately from long distance service. See I.R.S. Publication 510 at www.irs.gov for more details.

NC Telecommunications Tax

North Carolina Sales tax imposed on telecommunications services. NC G.S. 105-164

NC Cable TV Tax

North Carolina Sales tax imposed on video programming services. NC G.S. 105-164

E911 Charge

A state/local government fee used to fund emergency 911 services, such as fire and rescue.

Telecommunications Relay Service Surcharge

A state charge used to fund relay centers and special equipment that assist hearing- and speech-impaired persons to communicate over the national telecom network. NC G.S. 62-157

Lifeline is a federal benefit that lowers the monthly cost of phone or Internet service for eligible customers.

If you are a low-income consumer and need help paying for phone service or broadband internet service, you may be eligible to participate in the government Lifeline benefit program.

Lifeline reduces what you pay for residential landline telephone service or residential broadband internet service per month. Those eligible for Lifeline can apply their benefit to any voice service FOCUS Broadband offers whether standalone or bundled with other services. You may qualify to receive Lifeline if your household income is at or below 135% of the Federal poverty guidelines or you receive any of the following benefits: Federal Public Housing Assistance (FPHA), Medicaid, Supplemental Nutrition Assistance Program (SNAP), Supplemental Security Income (SSI) Veterans Pension and Survivors Benefit Programs, or certain Tribal programs.

If you qualify for Lifeline, you will be eligible to receive a monthly benefit of up to $7.25 towards basic residential landline service or up to $9.25 per month for residential broadband internet service.

To see if you are eligible for program enrollment complete the National Verifier Form available at the Universal Service Administrative Company’s (USAC) National Verifier website. If you are approved to receive Lifeline benefits, you will need to print out your verification form and bring it with you when you come to apply for service.

Lifeline assistance is limited to one benefit per household and available on one service only per household, whether wireless, landline or broadband. Lifeline is non-transferable between individuals. If you are currently receiving Lifeline assistance through another provider you are permitted to transfer your benefit to your FOCUS Broadband residential broadband or residential telephone service. To initiate a transfer of your Lifeline benefit to your FOCUS Broadband residential broadband or telephone service, please contact FOCUS Broadband customer care at 754-4311.
 

May not be available in all areas.

Easily manage your account online at My Account. A username and password is required. To register, call FOCUS Broadband Customer Service at 910-754-4311, Monday-Friday, 8am-6pm and Saturday 9am - 5pm.

We accept Mastercard, Visa, and Discover credit cards. You may also use your VISA debit card.

At My Account you can

Make a Payment
View and pay your bill using Mastercard, Visa, Discover, bank draft, or electronic Check. 

Set Up Automatic Monthly Payments
Your bill statement amount can be automatically charged to your Mastercard, Visa, or Discover, as well as automatically drafted from your checking or savings account. To change your credit card information or discontinue this payment method, click on the “Account Settings” tab.

Reconnect service after DNP (Disconnect for Non-Payment)
Make an online payment that matches or is greater than your past due amount. Click the “Yes” button to reconnect services. Pay by Mastercard, Visa, Discover, or electronic Check.

Service Reconnection Charge
FOCUS Broadband charges a $30 fee to reconnect service.

Vacation Disconnect/Reconnect
At My Account, follow the prompts to place your account in Vacation Disconnect/Reconnect status. There is no charge to (Vacation) disconnect/reconnect through a My Account session.

Vacation Disconnect allows you to temporarily disconnect your FOCUS Broadband services four times and for a total of up to 180 days within one 12-month calendar year. During the time your account is in Vacation Disconnect status, you pay a reduced rate for your FOCUS Broadband services. You retain your telephone number and when you are ready, all services are reconnected the same day as you make the request. There is no disconnect/reconnect charge when you use the account management site, My Account. For more information or to enroll in My Account, call FOCUS Broadband Customer Service at 910-754-4311.

Review and print your bill statements and toll calls
Review and print your current and previous bill statements.
Review your toll calls, download and print in PDF or Excel formats.

Review Equipment and Services
Review a list of the FOCUS Broadband equipment and services of which you subscribe.

Manage Account Information
Make changes to your account information settings, passwords, credit card, or bank draft information. 

Go paperless with E-Bill
Sign up to review your monthly statement at My Account and discontinue receiving a mailed bill statement. You will receive an email notification when your bill is ready to review. Call 910-754-4311 to sign up.

Accessing your account

Not Yet Registered
Please call our Customer Service Center at 910-754-4311 to register a username and password that will allow access to our secure site. Call Center hours are Monday - Friday, 8am - 6pm and Saturday 9am - 5pm. You may also register in person at any of our retail locations.

Forgot Your Password
Follow the instructions provided when you click on the "Forgot Your Password" link on the login page or call our Customer Service Center at 910-754-4311.

My Account automatic bank draft set up instructions.

The Settings drop down menu has a new option called “Bank Account”. Here you will be able to add, change or delete bank account settings.

• Account Type (Checking or Savings)
• Name on Account
• Name of Bank
• Bank Routing Number (only 9 digits). The bank routing number is verified to be valid using a standard set by the banking industry. Invalid routing numbers will give the error:
  • The routing number you have entered appears to be invalid
• If you bank with a credit union, the following instructions will be provided:
  • Account number is followed by the symbol.
  • Credit Union Members: Use the full account number from your check, not your member number. Include all leading zeros, omit any spaces or characters. ex: 0000123400
• “Bill This Bank Account Each Month” - Check this box for recurring bank draft.
  • This checkbox will be disabled if you have a recurring credit card already setup. If this box is checked for bank draft then the checkbox on the credit card page will be disabled.
  • This checkbox will be disabled If you have a My Account “Virtual check” block.
• Change bank account – Once you have saved your account information, you may update any field and click “Save” again.
• Delete bank account – You may delete a banking account by clicking the “Remove Bank Account” button.

• Check box “Save this payment method” - This box can be checked to save your bank account information.
• Check box “Bill This Bank Account Each Month” – To be used for recurring bank draft.
  • This checkbox will be disabled if you have a recurring credit card already setup.
  • This checkbox will be disabled If you have a My Account “Virtual check” block.
• Then you go to make a payment with a saved bank account, the account information will already be completed.
• A saved bank account can only be edited from the Account Settings / Bank Account Info page.
• You can still make a payment using a different bank account by overwriting the information on the payments page.

Notes:

• If you choose “Bill this bank account each month”, then you are choosing to have your monthly bill automatically drafted each month. The full amount due listed on your most recent statement will be drafted on the bill due date each month.
• You can make a one time payment of any amount at any time by utilizing the “Make A Payment” option and NOT checking the box labeled “Bill this bank account each month.”