Customer Support FAQs
General
What are your hours of operation?
Our office hours at the AE Cinelli Technology Center, 3701 Communications Way at the intersection of Green River and
Lynch Roads, Evansville, Indiana are 8:00 a.m. to 5:00 p.m. CT, Monday through Friday.
Our Customer Service telephone hours are:
RESIDENTIAL SERVICE: Monday to Friday from 7:00 a.m. to 6:00 p.m. CT.
BUSINESS SERVICE: Monday to Friday from 8:00 a.m. to 5:00 p.m. CT.
What if I need to speak with a customer service representative after hours?
For after-hours issues involving telephone service outages, please call 1-800-599-6000.
For Internet Technical Support, call 1.800.599.1000 from 7:00 a.m. to midnight, Monday-Friday;
10:00 a.m. to midnight on Saturday or Noon - Midnight on Sunday.
For billing or other account-related questions, please call during our normal customer service hours.
You may also access your account information using our
Online Account Management system.
Billing
Can I pay my bill in person at your office?
You may pay your bill either by mailing it to the remittance address listed on the remittance slip, or you
may deliver it to the AE Cinelli Technology Center, 3701 Communications Way, at the intersection Green River
and Lynch Roads, Evansville, Indiana. We apologize, but we only accept residential bill payments in the
Evansville office and no other cities.
What is your remittance address?
Our remittance address is
PO Box 740094
Cincinnati, OH 45274-0094
How long does it take for a payment to post to my account?
Once we receive your payment, it takes 5 - 7 days for it to be posted in our system. When determining your
mailing date, you may want to include 3 - 4 additional days.
Can I use my credit card to pay my bill?
Yes. Norlight accepts credit cards for all of our services. In addition, you can have your payment deducted
directly from your checking account. For more information, please call our customer service department at 1.800.599.1000.
How do I change the name and address that appears on my billing statement?
You can do this three ways.
(1) You can note the changes on the back of your remittance slip when you send us your payment.
(2) You can send us an email with the changes to csr@norlight.com.
(3) You can call us at 1.800.599.1000 and speak with a customer service representative.
Why does the amount of my first Internet and/or local telephone service bill seem so large?
Norlight bills for both of these services on a "going-forward basis." However, by the time you receive your
first billing statement, you have already used a portion of one month of service. Therefore, your first monthly
billing statement includes the prorated portion of your first month of service, billed in arrears and the
charges for your second month of service, billed on a going-forward basis.
This is a very standard way for telecommunications companies to bill their customers. Similarly, when you cancel your
current local telephone service provider, you should receive a check from them for the prorated portion of the month when
they no longer provided you service.
Taxes/Fees
Can you tell me more about the "Regulatory Fees and Taxes" that appear on my telephone bill?
For information can be found at Taxes and Fees Descriptions.
Our office hours at the AE Cinelli Technology Center, 3701 Communications Way at the intersection of Green River and Lynch Roads, Evansville, Indiana are 8:00 a.m. to 5:00 p.m. CT, Monday through Friday.
Our Customer Service telephone hours are:
RESIDENTIAL SERVICE: Monday to Friday from 7:00 a.m. to 6:00 p.m. CT.
BUSINESS SERVICE: Monday to Friday from 8:00 a.m. to 5:00 p.m. CT.
For after-hours issues involving telephone service outages, please call 1-800-599-6000.
For Internet Technical Support, call 1.800.599.1000 from 7:00 a.m. to midnight, Monday-Friday;
10:00 a.m. to midnight on Saturday or Noon - Midnight on Sunday.
For billing or other account-related questions, please call during our normal customer service hours.
You may also access your account information using our
Online Account Management system.
Billing
Can I pay my bill in person at your office?
You may pay your bill either by mailing it to the remittance address listed on the remittance slip, or you
may deliver it to the AE Cinelli Technology Center, 3701 Communications Way, at the intersection Green River
and Lynch Roads, Evansville, Indiana. We apologize, but we only accept residential bill payments in the
Evansville office and no other cities.
What is your remittance address?
Our remittance address is
PO Box 740094
Cincinnati, OH 45274-0094
How long does it take for a payment to post to my account?
Once we receive your payment, it takes 5 - 7 days for it to be posted in our system. When determining your
mailing date, you may want to include 3 - 4 additional days.
Can I use my credit card to pay my bill?
Yes. Norlight accepts credit cards for all of our services. In addition, you can have your payment deducted
directly from your checking account. For more information, please call our customer service department at 1.800.599.1000.
How do I change the name and address that appears on my billing statement?
You can do this three ways.
(1) You can note the changes on the back of your remittance slip when you send us your payment.
(2) You can send us an email with the changes to csr@norlight.com.
(3) You can call us at 1.800.599.1000 and speak with a customer service representative.
Why does the amount of my first Internet and/or local telephone service bill seem so large?
Norlight bills for both of these services on a "going-forward basis." However, by the time you receive your
first billing statement, you have already used a portion of one month of service. Therefore, your first monthly
billing statement includes the prorated portion of your first month of service, billed in arrears and the
charges for your second month of service, billed on a going-forward basis.
This is a very standard way for telecommunications companies to bill their customers. Similarly, when you cancel your
current local telephone service provider, you should receive a check from them for the prorated portion of the month when
they no longer provided you service.
Taxes/Fees
Can you tell me more about the "Regulatory Fees and Taxes" that appear on my telephone bill?
For information can be found at Taxes and Fees Descriptions.
You may pay your bill either by mailing it to the remittance address listed on the remittance slip, or you may deliver it to the AE Cinelli Technology Center, 3701 Communications Way, at the intersection Green River and Lynch Roads, Evansville, Indiana. We apologize, but we only accept residential bill payments in the Evansville office and no other cities.
Our remittance address is
PO Box 740094
Cincinnati, OH 45274-0094
How long does it take for a payment to post to my account?
Once we receive your payment, it takes 5 - 7 days for it to be posted in our system. When determining your
mailing date, you may want to include 3 - 4 additional days.
Can I use my credit card to pay my bill?
Yes. Norlight accepts credit cards for all of our services. In addition, you can have your payment deducted
directly from your checking account. For more information, please call our customer service department at 1.800.599.1000.
How do I change the name and address that appears on my billing statement?
You can do this three ways.
(1) You can note the changes on the back of your remittance slip when you send us your payment.
(2) You can send us an email with the changes to csr@norlight.com.
(3) You can call us at 1.800.599.1000 and speak with a customer service representative.
Why does the amount of my first Internet and/or local telephone service bill seem so large?
Norlight bills for both of these services on a "going-forward basis." However, by the time you receive your
first billing statement, you have already used a portion of one month of service. Therefore, your first monthly
billing statement includes the prorated portion of your first month of service, billed in arrears and the
charges for your second month of service, billed on a going-forward basis.
This is a very standard way for telecommunications companies to bill their customers. Similarly, when you cancel your
current local telephone service provider, you should receive a check from them for the prorated portion of the month when
they no longer provided you service.
Taxes/Fees
Can you tell me more about the "Regulatory Fees and Taxes" that appear on my telephone bill?
For information can be found at Taxes and Fees Descriptions.
Once we receive your payment, it takes 5 - 7 days for it to be posted in our system. When determining your mailing date, you may want to include 3 - 4 additional days.
Yes. Norlight accepts credit cards for all of our services. In addition, you can have your payment deducted directly from your checking account. For more information, please call our customer service department at 1.800.599.1000.
How do I change the name and address that appears on my billing statement?
You can do this three ways.
(1) You can note the changes on the back of your remittance slip when you send us your payment.
(2) You can send us an email with the changes to csr@norlight.com.
(3) You can call us at 1.800.599.1000 and speak with a customer service representative.
Why does the amount of my first Internet and/or local telephone service bill seem so large?
Norlight bills for both of these services on a "going-forward basis." However, by the time you receive your
first billing statement, you have already used a portion of one month of service. Therefore, your first monthly
billing statement includes the prorated portion of your first month of service, billed in arrears and the
charges for your second month of service, billed on a going-forward basis.
This is a very standard way for telecommunications companies to bill their customers. Similarly, when you cancel your
current local telephone service provider, you should receive a check from them for the prorated portion of the month when
they no longer provided you service.
Taxes/Fees
Can you tell me more about the "Regulatory Fees and Taxes" that appear on my telephone bill?
For information can be found at Taxes and Fees Descriptions.
You can do this three ways.
(1) You can note the changes on the back of your remittance slip when you send us your payment.
(2) You can send us an email with the changes to csr@norlight.com.
(3) You can call us at 1.800.599.1000 and speak with a customer service representative.
Norlight bills for both of these services on a "going-forward basis." However, by the time you receive your first billing statement, you have already used a portion of one month of service. Therefore, your first monthly billing statement includes the prorated portion of your first month of service, billed in arrears and the charges for your second month of service, billed on a going-forward basis.
This is a very standard way for telecommunications companies to bill their customers. Similarly, when you cancel your current local telephone service provider, you should receive a check from them for the prorated portion of the month when they no longer provided you service.
Taxes/Fees
Can you tell me more about the "Regulatory Fees and Taxes" that appear on my telephone bill?
For information can be found at Taxes and Fees Descriptions.
For information can be found at Taxes and Fees Descriptions.