Billing & Payments

Billing Information

Monthly Billing Cycle

The Company utilizes two billing dates, the 1st and 15th of each month. If you are billed on the 1st of the month, your payment is due by the 10th and any unpaid balance as of the 20th is subject to a 1.5% late charge. Basye, Edinburg, Fort Valley, and Woodstock exchanges are billed on the 1st of each month.

If you are billed on the 15th of the month, your payment is due by the 25th and any unpaid balance as of the 5th of the following month is subject to a 1.5% late charge. Bergton, Mt. Jackson, New Market, Strasburg, and Toms Brook exchanges are billed on the 15th of each month.

If making your payment at a bank, allow five working days for crediting to your account.

Billing of Installation Charges

Service Connection Charges

Standard charges for installing and rearranging telephone service are in effect at Shenandoah Telephone Company. The one-time service charges are based on a multi-element plan under which you pay for the actual work performed in connecting or rearranging service. Additional information can be obtained by contacting a customer service representative by dialing 1.800.SHENTEL, Opt. 1.

Paying Your Bill

The following are accepted methods of payment for your bill:

Payments made online will be credited immediately. Payments made by phone will be credited to your account by the next business day.

Payments can also be made at most local banking institutions in Shenandoah County, provided the bill is presented with the payment and the bill is paid in full. When making your payment by mail or at a local bank, please allow five working days for credit to your account.

Automatic Payment Plan (Bank Draft)

A Deposit May Be Required

Each residential and business customer applying for service must satisfactorily establish credit with Shenandoah Telephone Company. Credit may be established with your Shentel history, a credit check, or a letter of good credit from a prior service provider.

Without meeting one of these specifications, a deposit not exceeding an estimated two-month billing amount is required. A deposit, or an additional amount, may also be required before service is restored after it has been suspended for non-payment.

Please contact a customer service representative for additional information concerning security deposits on telephone service. To maintain satisfactory credit you must make prompt payment on all telephone bills.

Deposits Earn Interest

A deposit, with interest, is refunded after one year provided you are not delinquent in the payment of the current bill and have not been delinquent in the payment of a bill in the past 12 months. If telephone service is disconnected, the deposit with interest is applied to your final bill.

Disconnection or Termination of Service

Your local service may be disconnected for failure to pay for regulated services, such as local dial tone provided by Shenandoah Telephone Company. Your local telephone service may not be disconnected for non-payment of long distance charges or other services not regulated by the Virginia State Corporation Commission.

Customers may lose access to long distance carriers or other companies to whom they owe past due amounts and can be charged collection fees and interest on any unpaid amounts. If you pay only part of your bill, the amount you pay will first be applied to regulated service charges. Any remaining balance will be credited to non-regulated charges.

Shenandoah Telephone Company will identify those local telephone services which may not be terminated for failing to pay for non-regulated services on the customer's bill.

Your telephone service may also be suspended or terminated for:

• Failure to comply with the deposit or to guarantee arrangements when required.
• Failure to remove or disconnect unauthorized attachments or connections attached to Shenandoah Telephone Company's facilities after being furnished written notice.
• Abuse or misuse of telephone service when calls are made in a manner which is profane, obscene, or frightening after being furnished written notice.
• Impairment of telephone service of others through the misuse of service after being furnished written notice.
• Abandonment of telephone service without notice to Shenandoah Telephone Company or tampering with or bypassing Shenandoah Telephone Company's equipment.

Restoring Disconnected Service Due to Nonpayment

All delinquent charges billed for service must be paid before your service can be restored. You must pay a charge to have the service restored and may also have to re-establish your credit, and as a result, a deposit may be required. If service is not restored within two weeks after temporary denial for nonpayment, the service may be terminated without further notice.

Termination Policy

If unusual circumstances prevent you from paying your bill in full by the due date, contact a service representative at 1.800.SHENTEL, Opt. 1. If you do not pay your bill or if you do not comply with mutually agreed upon payment arrangements, your telephone service may be disconnected. You will receive a disconnect notice before service is suspended.

Long Distance Billing

Shenandoah Telephone Company handles billing for a number of long distance companies. These charges are included with your local bill through contractual arrangements. Other long distance companies currently bill customers directly.

Billing Errors

If you believe your bill is wrong, contact a customer service representative at 1.800.SHENTEL, Opt. 1. If the bill error cannot be promptly resolved, all other charges should be paid before your bill due date to maintain a good payment record.