When calling into one of our call centers or chatting online, you may be asked to provide information about your account so we can authenticate your identity before our representatives make any changes or disclose any information regarding your account. This is to protect your privacy and security.

Account Holders have full access to all aspects of the account and have the option to identify any individuals they want to authorize on theaccount. Addingan authorized user gives him or her permission for that person to access account information and make changes. For a full list of authorized user privileges, see below.

In most cases, authorized users are identified when you first set up your service, but you can add or remove authorized users at any time by calling (833) 267-6094.

Authorized users can contact a call center to:

  • Retrieve or change your Security Code.
  • Change Voice feature settings such as voicemail.
  • Port a number.
  • Obtain account balance information.
  • Make a payment.
  • Troubleshoot common issues, such as equipment settings.
  • Schedule a service call.
  • Request a disconnect.
  • Remove a line of business.
  • Request a transfer of service.
  • Remove a duplicate or invalid phone number.
  • Request address changes for a Seasonal Service Plan.
  • Access call records.
  • Change or create online profiles and email accounts, including authorization to reset email passwords (except on Account Owner or Head of Household accounts).
  • Provide or change the account contact email address for:
    • appointment confirmations
    • the monthly newsletter
    • notifications of special offers or sweepstakes
    • notifications of scheduled service updates or maintenance
    • notifications of certain account activities (e.g. each time the account contact email address is added, changed or deleted)

Only Account Holder may:

  • Initiate a new installation of service.
  • Add, remove or upate Authorized Users.
  • Restart services.
  • Change the account's bill-to address and phone number.
  • Request assistance with Call Forwarding. Note: International call forwarding is not available.
  • Update account holder information, including:
    • Name
    • Account PIN
    • Social Security Number
    • Driver's license number
    • Contact phone number
    • Contact email address
All other email notifications and communications, including bill statement notifications, are sent to the email address associated with the Head of Household or Account Owner's online account. Any change to this email address must be made by the Head of Household or Account Owner by signing in to their online account.