• Why is my account number changing?
    • As we migrate to our new billing system platform, it is necessary for us to consolidate old account numbers and assign new ones so that our customers can fully benefit from the enhancements offered by our new billing system. Customers will now have access to MyKnology, our online account management tool, and the option to pay their Knology bill at participating Western Union locations or through our Automated Response System.

  • Why does my bill look different?
    • We're dedicated to providing you with the best customer service, which includes helping you understand your bill. That's why we have introduced a new statement format that is easier to understand and read. You will find that the Bill-At-A-Glance section includes a categorized overview of all charges and credits. Itemized details of each charge can be found in the comprehensive Account Detail section. The total amounts in this section correspond directly with the total amounts listed in the Bill-At-A-Glance area, making it easier for you to understand the charges on your bill.
  • Why is the monthly charge for my phone service less on my June statement?
    • Your June statement balance may reflect a partial month's charge, provided no changes were made to your account the previous month. This is due to a shortened billing period as we align your account with your new billing cycle dates.
  • Why is the monthly charge for my phone service on my July statement higher than on my June statement?
    • In July, your account will resume to the normal 30 day billing period and will reflect your normal monthly charge (again provided no prior changes were made to your account).
  • What is Knology's new payment address?
    • Payments should be mailed to: Knology, PO Box 830330, Birmingham, AL 35283-0330
  • What is MyKnology?
    • MyKnology is our online account management tool that allows you to make a one-time payment with a check, credit card or debit card. Recurring payment can also be set up and drafted automatically from your checking account, credit card or debit card each month.
  • Can I pay my bill at any Western Union location and is there a processing fee?
    • Yes! Now you can make a cash payment at participating Agent locations using the Western Union Prepaid Service. Simply complete the Gray Prepaid Services form with your Knology account number. Click here for a sample form. Payments will be processed within 30 minutes. A $3.95 Western Union service fee applies. Click here for participating locations near you.
  • What if I have online bill pay set up through my bank?
    • You will need to update your banking information with your new Knology account number (printed on your statement) and new payment address: Knology, PO Box 830330, Birmingham, AL 35283-0330.
  • If I have questions regarding my account or new statement format, what number should I call?
    • Our friendly, knowledgeable customer service team is ready to assist you anytime by calling (706) 645-8630.
  • I currently subscribe to Knology cable and/or internet service. What changes will I see?
    • Since you already have Knology services, your former IVT phone charges will appear on your regular Knology statement, effective in June. Now you can enjoy the convenience of receiving one bill for all your services.
  • What if I currently pay my IVT phone bill through Electronic Funds Transfer (EFT) or Recurring Credit Charge (RCC) using my credit or debit card?
    • If you do not subscribe to Knology cable and/or internet service, no action is required on your part. Your payments will continue to be drafted as they are today.
  • What if I currently pay my IVT phone bill through Electronic Funds Transfer (EFT) or Recurring Credit Charge (RCC) on my credit or debit card, but pay my Knology cable and/or internet service by cash or check?
    • If you would like to continue having your charges drafted from your checking or credit/debit card, you will need to go to MyKnology and sign up for automatic payment.
  • What if I pay my IVT phone bill by cash or check, but have Electronic Funds Transfer (EFT) or Recurring Credit Charge (RCC) set up on a credit or debit card to pay my Knology cable and/or internet service?
    • Your phone charges will be drafted along with your cable and/or internet charges.