Q:  I use an e-mail address other than my @mwsi.net address, how should I get this information to you?
A:  You can submit your correct e-mail address to us by e-mailing us.  Please include the name your account is listed in.

Q:  I'm a new customer and I have not received my first bill yet.  How long does it usually take to get my first bill?
A:  You should receive your first bill within 2 - 3 days of signing up.  If it has been a week and you still have not received your bill, please e-mail us to let us know so we can check to be sure we have your address entered correctly into our billing software.  If your bill is lost in the mail, we have no control over when you may receive it and you could be charged a late fee or even be disconnected for failure to pay.

Q:  What is my billing date?
A:  Your billing date depends upon your sign-up date.  Our billing is done on a daily basis, so we don't have "standard" billing dates.  If you sign up before 1:00 on a weekday, your sign-up date will generally be your first billing date.  If you sign up after 1:00 on a weekday, or on a Saturday, your billing date will generally be the following business day.  

Q:  I received an e-mail stating that my account is "Past Due" but I did not yet receive a bill.
A:  You need to contact us to make us aware of this situation.  We will be happy to adjust your bill in the event that you did not receive your bill.  We will need to double-check our billing address for you to make sure we have the correct address.  Due to changes in our billing policy (effective 6/18/02), a billing notice e-mail will be sent out as well as the regular invoice.  If you are using an e-mail account other than your @mwsi.net address, you should report a valid e-mail address to us.  Failure to do so will forfeit these billing notices and you will be liable for late/reconnection fees, even if you do not receive a bill in the mail.

Q:  My internet service was disconnected due to non-payment, but I never received a bill or any disconnect warning notice.  Am I still responsible for the reconnection fee?
A:  It is very important that we have your correct e-mail address.  Our "message to new customers" on the home page of this web site, along with all bills include the message "billing, late and disconnect notices are sent via e-mail."  A regular monthly bill and a late notice are mailed out for all accounts.  We do NOT mail out disconnection warning.  These are sent one day prior to disconnection of service via e-mail.  If you are not using your @mwsi.net e-mail address, we have no way to reach you with this information and you should submit it to us by e-mailing us with the name your account is listed in and an e-mail address we can reach you with.  Due to changes in our billing policy (effective 6/18/02), a billing notice e-mail will be sent out as well as the regular invoice.  Failure to submit a valid e-mail address to us can result in late charges and disconnection of service, as these billing notices are forfeited. 

Q:  How long do I have to pay my bill without incurring late charges or having my account disconnected?
A:  Late fees are added to accounts which are not paid within 30 days of the billing date.  The due date of each bill is listed on the bill.  Accounts are disconnected if payment is not remitted within fifteen days of the due date. When late fees are added to your bill, we will notify you by e-mail and regular mail.  One day prior to disconnection of your service, we will notify you by e-mail.

Q:  Can you set my account up for automatic withdrawal from my bank account?
A:  At this time we do not offer automatic withdrawal as a form of payment.  We do offer automatic credit card payment.  If you have a debit card with your bank account, we can set up auto-pay with the debit card.  We can not process ATM cards or checks over the phone.

Q:  Can I pay my bill with my credit card?
A:  Yes.  Micro Wise accepts Visa, MasterCard, Discover and American Express.  We also accept checking account Debit cards (not ATM cards).  You may either make a "one time" payment by calling us during business hours with the credit card number and expiration date, or you can have your account set up to be automatically billed to your credit card each month.  Regular monthly credit card auto-pay accounts receive a 5% discount.

Q:  Is there any way I can receive a discount for my internet service?
A:  Yes.  A 5% discount is given to all customers signing up to be billed quarterly.  A 5% discount is also given to all customers paying via monthly credit card auto-pay.  A discount of 10% is given to all customers pre-paying their internet for one year.  A 15% discount is given to all customers pre-paying their internet for two years.  All teachers are eligible for a 15% discount for annual prepayment as well.  If you would like to receive one of these discounts, please contact us.  If you believe you are eligible for the teacher discount, please include the name of the school where you teach and the class you teach.

Q:  Can I change my billing date?
A:  Yes.  Your billing date can be changed to suit your needs.  Please send an e-mail including the name your account is listed in and a request for the billing date you prefer.  

Q:  Do I have to pay my bill monthly?
A:  No.  We offer quarterly and annual billing if you would prefer.  Quarterly billing customers receive a 5% discount.  Annual billing customers receive a 10% discount.

Q:  I referred a customer to your service and I have not yet received my free month coupon.  What should I do?
A:  Free month coupons are sent after the first payment for the new customer is received.  If it has been over a month since the new customer signed up for service through MWSI, please contact us.  

Q:  I referred a new customer to your service but they forgot to give you my name during their sign-up.  Can I still get the free month?
A:  You can still get your free month if it has been less than 3 months since the sign-up of the customer and if the new customer did not give us the name of another customer during their sign up.  To receive your free month, please have the new customer to e-mail us giving us this information.

Q:  I received a statement this month showing that I owe $5.00 from last month's bill.  I know I paid the full amount due.  Why did I get this statement?
A:  $5.00 is the fee charged for late payment.  Your payment for the previous month did not reach us in time to avoid the addition of the late fee.  Notices are sent out via e-mail when late charges are added to accounts.

Q:  I received a statement showing that I have an outstanding bill with you, but I stopped using your service months ago.  Why am I still being billed?
A:  Since all of our accounts are "unlimited,"  we have no reason to monitor the accounts for usage.  We have no way of knowing if you have stopped using your internet account.  You are responsible for contacting us to disconnect your service should you stop using it.  

Q:  I received a letter from a collection agency stating that I have an outstanding bill with you even though I've only been disconnected for a little over two months.  What should I do?
A:  Our outstanding accounts are turned over to collection 60 days after disconnection.  You should either remit payment to the collection agency or to us for the full amount due.