IMPORTANT NOTICE:

GVEC has temporarily closed all customer service lobbies as of Monday, 3/16/20. Drive thru lanes will remain open for our customers’ convenience at this time. You may also continue to call us for assistance or visit our websites and self-service portals to conduct business with us.

If you’re a GVEC Internet customer, you may have noticed some billing changes over the last few months as a result of a billing system upgrade.  While a new system means your Internet bill gets a new look, there are some other changes that go along with the new system, as well.

Why the Change?

Sometimes change is necessary.  As our customer base increases and the innovative internet technology we offer continues to develop, it’s essential that our billing and information system provides the advanced functionality we need to support this.  A system that keeps up with this growth also makes it possible for GVEC to continue delivering the kind of exemplary customer service you’ve come to expect from us and that we aim to provide.

Better Customer Portal

As a result of our upgrade, we are able to offer a new and improved customer portal! The new portal allows Internet customers to update and make changes to their account information without having to contact customer service.

Customers can also expect a more user-friendly experience when paying their bills online. Accessing and updated payment information is easier, also.

Future updates will even allow customers to create service orders for issues they may experience or upgrade their speed plans!

Customers Need to Update Automatic Bank Drafts

Due to privacy security and regulations, automatic bank draft information on file in the old system was not able to be saved and transferred to the new system. This means customers that were set up on automatic draft from their bank accounts must reset their payment info.

This did not affect drafts set up with credit/bank cards. Customers who have their drafts set up through cards will not need to take additional action to update the information already on file

Although we realize this can be frustrating, it is for the safety and security of personal banking information. Helping to keep this information secure for you is a priority in providing customer service that exceeds your expectations!

(If you have not already reset your bank draft information or need assistance, please don’t hesitate to call customer service at 800.699.4832 for help!)

Internal and Communication Changes that Benefit Our Customers

Other benefits the new system offers that may not be as outwardly visible to customers include changes that will make actions such as the ticketing and scheduling of installation and service calls more efficient.

Email and text alerts and reminders are now available, also! These will let you know when your bill has been issued, when it’s due, alert you if your payment is late and confirm when payments are made.

We understand that undergoing system conversions may include working out some kinks along the way. If you have questions or concerns as we go through the initial transitional phase, please don’t hesitate to contact us at 800.699.4832. Our friendly staff is here to help make this process as smooth as possible.

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