Frequently Asked Questions

How does this service work?

After entering your address, you will be presented with all of the providers in a service category (such as Television or Phone). If the category is not the service that you are looking for, you can navigate to other categories by using the tabs on the top navigation. Once you have selected a service category, click Details and Pricing next to the provider (such as AT&T or Comcast) you want to learn more about or compare providers by checking the box next to each of the packages or offers you want to consider (up to three at a time) and click the Continue button. After you have reviewed their offerings, click the Continue button that relates to the service provider whose services you would like to purchase. Finally, complete the order form with all the required information that the service provider needs to give you service. Click the Submit button and your order will then be sent directly to the service provider. Later, check your My Account page for the status of your orders.

Is this service free?

Our service is free to our users. Of course, you will still have to pay for the products or services that you purchase and any associated charges, such as installation fees and taxes, if applicable. Unless otherwise noted on the Best Price Guarantee page, all products and services offered on our system come with a Best Price Guarantee from the service provider.

What does "Best Price Guarantee" mean?

Our Best Price Guarantee means that you will receive the best price that each of our participating service providers offers (online or otherwise) for a product or service at your particular location. You may actually receive a better price for many products and services through this site than otherwise available because of the special discounts many of our service providers offer to our users. Click the Best Price Guarantee link at the bottom of any page for complete details.

Who is responsible for providing the services and products that I order?

All purchases through this site are directly between you and the service providers that you choose, just as if you used the telephone to contact them directly. We are enabling your connection with the service providers and are not providing any of the services, nor are we responsible for any action or failure on the part of any service provider. Any questions or comments relating to the quality of the service you receive from a service provider should go directly to that service provider.

May I use different payment methods for different services?

The payment options available to you are set by the service providers. Often you have the option of paying with credit card, electronic funds transfer or check.

Are my credit card number and other personal information secure on this site?

This site uses Secure Sockets Layer (SSL) and Private Communication Technology security standards that are supported by Microsoft Internet Explorer 3.0 and Netscape 4.0 or later. SSL encodes your personal information (such as your password, address, phone number and your credit card number) so that such information cannot be read while traveling over the Internet. This encryption makes doing business over the Internet more secure than making a purchase by telephone. Our Privacy and Security Statement provides greater detail about our commitment to your privacy and security.

What is the "Credit Card Security Guarantee"?

We are committed to protecting your credit card security, and we guarantee the safety of your credit card information. Our Credit Card Security Guarantee means that if fraudulent charges are ever made to your card as a result of credit card information stolen from our servers or while en route to one of our service providers, we will reimburse you for the amount of those fraudulent charges for which you are legally responsible. Click the Credit Card Security Guarantee link at the bottom of any page for complete details.

How should I navigate through this site?

You can use the navigation bar on the top of your screen to view the descriptions of the services offered by this site. Once you enter in your address, you can continue to use the navigation bar on the top of your screen to view more details about the services that this site offers. Simply click on any tab or service category that you find of interest. Once you have selected a service category, use the action buttons to proceed through that category.

What is the "My Account" page?

The My Account page contains a record of the services you ordered through this site and helps you keep track of confirmation numbers, service plans, start dates and customer service phone numbers. In addition, your My Account page is the place where you obtain order status confirmation from your service providers. The My Account link is located at the top of the page.

When will I find out if my orders are accepted?

To view the status of your orders, select the My Account link located on the top of your screen. Service provider communications will be delivered to you through the My Account page. You will also receive an e-mail updating you on your order.

How do I confirm my requested service start dates, appointments and deliveries?

Check your My Account section to find out if your service provider has confirmed these dates and times. If the status of your order is "accepted," the service provider will have confirmed your requested dates and times or notified you that you will be contacted to reschedule, as applicable. You will receive an e-mail notifying you when a service provider has responded to your order, provided that your account information contains your correct e-mail address. Be sure to add WhiteFence to your safe senders list so that correspondence is not prevented by your SPAM filter.

What if I lose my password or user name?

To gain access to the service after losing your user name or password, click here or click on the "Lost Password" link on the login page.

What does it mean to "Time Out" of a session?

For your protection, the site will automatically end your session when no activity has occurred after a predetermined period of time. You will receive a notification that your session has "timed out" when you attempt to continue, and will be given the opportunity to immediately log back in.

What system configuration do I need to run this site?

The minimum system requirements to run this site are: a computer running a Web browser such as Microsoft Internet Explorer 6.0 or Mozilla Firefox 1.5 with javascript support; a super VGA 256-color monitor; a mouse or compatible pointing device; and the amount of RAM recommended by your Web browser vendor.

What if I share this residence with one or more roommates?

Each person using this site will need his or her own user name and password to individualize his or her account with a service provider. By setting up an account for each resident, one resident can purchase the cable service and another can purchase phone and each person can be responsible respectively for the services he or she ordered.

How can I get help using this service?

For additional help using our service, e-mail us through the Contact Us page or call 1-877-213-1053.

How can I suggest improvements for this site?

E-mail us through the Contact Us page. We appreciate any feedback that you may give us.