North Atlantic Networks











FAQ

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Finance

Q: What time period does an North Atlantic Networks invoice cover?
Q: How do I know what services I purchased from North Atlantic Networks?
Q: When does my contract expire?
Q: Does North Atlantic Networks offer credit for downtime?
Q: What does my deposit cover?
Q: Can I pay deposits on my credit card?
Q: Will North Atlantic Networks start processing an order without a deposit?
Q: How do I find out my current account balance?
Q: Why does my invoice show Current when I am over 30 days?
Q: I don't have any service. Have I been cancelled?


 Q: What time period does an North Atlantic Networks invoice cover?
A: The invoice covers services from the invoice date going forward one month. For example, if the invoice is dated May 1st, it covers services from May 1st through May 31st. Payment is due for that invoice before the service period starts.

Q: How do I know what services I purchased from North Atlantic Networks?
A: All services you purchased from North Atlantic Networks can be found on your original sales contract. If you purchased additional services, please contact the billing department at billing@nan.com for a complete summary.

Q: When does my contract expire?
A: All contracts regardless of the date the contract is signed begin on the date the service installed and made available. Depending on the terms of the contract, the expiration date would be the final month of service following the installation date. There can be a difference of one to three months between when a contract is signed, received and the service is installed and available for use. This delay is typically related to issues surrounding the provisioning of service and is normal.

Q: Does North Atlantic Networks offer credit for downtime?
A: Yes. Please refer to the North Atlantic Networks Credit Policy document. If you do not have a copy of this document, please contact your North Atlantic Networks Account Executive, or North Atlantic Networks directly. Our credit policy is very similar to Verizon's.

Q: What does my deposit cover?
A: This is detailed in each customer contract. Typically this is 50% of non-recurring charges and the first month of service. A deposit is required to begin processing of your North Atlantic Networks order - delayed payment of deposits can result in slower installation of North Atlantic Networks services.

Q: Can I pay deposits on my credit card?
A: At this time we do not accept credit cards. We can accept ACH transfers or phone checks.

Q: Will North Atlantic Networks start processing an order without a deposit?
A: No. Without a deposit, an order cannot proceed.

Q: How do I find out my current account balance?
A: The monthly invoices reflect the aging balances. The total amount due should reflect your current balance as long as payment has been received.

Q: Why does my invoice show Current when I am over 30 days?
A: We bill one month in advance. As a result our system generates an invoice and ages according to the system date. An invoice that is generated in one month might still be current according to the system date and would then have two invoices in one month showing as current.

Q: I don't have any service. Have I been cancelled?
A: There are many reasons for no service. Among them are: technical issues relating to your circuit, our backbone or upstream providers, it could be customer requested, and it could also be a collections issue. If it is a collections issue we would have exhausted all means of contacting the customer prior to issuing a disconnect.