Q: How do I change my billing information?

A: Read the Knowledge Base article on Where Do I Update My Billing Information.

Q: Where can I view my explanation of charges?

A: From HostPilot, go to Account > Balance > adjust the date range if necessary > click on Transaction ID for a Service Charge > select Explanation of Charges


Q: Why do I see duplicate line charges on my bill?

This happens on your first bill or if you have ordered any new service since the previous bill. Intermedia bills in advance for all hardware and service charges. Because we do not begin billing for lines of service until they have been activated (either automatically after 20 days or manually), the first bill following activation shows two charges for each line of service: one prorated charge from the date of activation, through the end of the current billing cycle; and one full charge for the next month of service.

Q: How do I cancel my service?

A: To cancel your service, please contact Customer Service.

Note: Only the Account Owner can cancel Hosted PBX service.

Q: Is there a fee associated with canceling my service?

A: There are no cancellation fees. Some hardware promotions require that you agree to a 1-year subscription for a Line of Service. Canceling within the first year of service may mean that some hardware charges would retroactively apply.

Q: I would like to switch to invoice billing.

A: Intermedia policy mandates that a valid credit or debit card is required for all Hosted PBX accounts, for monthly billing. We do not have the ability to switch you to invoice billing at this time.

Q: Where can I view my contract?

A: Our Terms & Conditions and Hosted PBX Schedule can be found on Intermedia Legal page.

Q: Can I pay for the equipment up-front to get a discount?

A: When purchasing phone equipment, you may choose to either pay the full price of the equipment up front, or by breaking up the payments over 12 monthly, interest-free payments.

Q: This service doesn’t work for me. Can I return the hardware and get my money back?

A: Yes, during the initial 30-day Guarantee Period after your order, you may elect to cancel service and return the equipment for a refund. Depending on how you purchased your system, the Guarantee Period may be greater than 30 days. For more information, or to request a return for refund, please contact Customer Service.

Q: How long is my warranty?

A: Intermedia provides Hosted PBX customers with a hardware warranty of 12 months from the time of purchase. During that period, if any of your equipment should fail, simply call and let us know what is not working, and we will immediately ship you a replacement. (Within 30 days of this notification, ship the damaged unit back to us, to avoid a charge for the piece of damaged equipment). This warranty covers equipment failure not caused by customer misuse or damage (e.g., coffee spills, dropping and shattering the phone, etc.)

Q: I don’t want to pay for my existing service once I sign up with Intermedia, can I cancel it?

A: If you are porting existing phone numbers over to Intermedia, you will need to keep those numbers active with your old carrier until the porting process has been completed. There is a bit of overlap time where you will likely need to have both Intermedia service and service through your old carrier - though the service with your old carrier can be minimized to cover only the phone numbers you are bringing with you.