Here are answers to some of the most common questions customers have about billing, account setup, and more. For deeper support, you’ll find links to more detailed articles throughout.
📅 Billing & Payments
When is my first bill processed?
Your billing cycle begins the day your service is installed. That’s also when your first bill is generated.
How long do I have to pay my bill?
You have 15 days from the bill date to make a payment before late fees or service interruptions may occur.
Why am I billed before using a full month of service?
Surf Internet operates on a prepaid billing model, which means you're billed in advance for your upcoming month of service.
What are my payment options?
You can pay:
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Online via QuickPay or through the E-Care Portal
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Through Autopay (save $5)
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By mailing a check to PO BOX 778782 Chicago, IL 60677
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By using our pay-by-phone option 888-274-6381
Want to save $5/month?
Enroll in Autopay and skip the $5 Manual Bill Processing Fee. Learn how to enroll in Autopay →
🔁 Autopay & Payment Processing
When is Autopay processed?
Autopay is processed on your billing date (typically your installation date).
Will Autopay try again if it fails?
No. If Autopay fails, you'll need to make a manual payment or contact Customer Care.
Why didn’t Autopay cover my first invoice?
Autopay must be set up before your bill is generated. If it's set up afterward, it will apply to your next billing cycle.
How do I avoid manual processing fees?
Set up Autopay through the E-Care Portal before your next billing cycle.
Is the $5 Manual Bill Processing Fee the same as the Paper Billing Fee?
No. The Manual Bill Processing Fee applies when Autopay isn’t set up. The Paper Billing Fee is for receiving printed statements.
👤 Account & Portal Access
How do I log in to the E-Care Portal?
You’ll receive login details by email when your order is placed. Didn’t get them? Contact Customer Care.
Where can I find Autopay settings?
In the E-Care Portal under “Quick Links” → “Autopay Settings.”
HINT: On mobile, rotate your device to landscape to view the full menu.
How do I update my password?
Log into E-Care, go to “My Profile,” and tap the blue edit button in “Security Information.” Rotate your phone horizontally if needed.
What if my credit/debit card expires or is replaced?
Log into your E-Care Portal account to manually update your card details.
Can’t log in?
Double-check your credentials. Still stuck? Reach out to Customer Care for help.
🛠️ Service & Installation
When will my line be buried?
Visit our Fiber Cable Burial Guide to learn more about the process and timing.
📞 Contact Us
Still need help? We’ve got your back.
Phone: 888-274-6381
Email: customercare@surfinternet.com
Support Portal: support.surfinternet.com