FAQs - Billing

Can I make a cash payment at the CyberLynk office?
	Yes, payments can be made at CyberLynk’s office during normal business hours of 8:00am to 5:00 pm (CST). CyberLynk's address is: 10125 S. 52nd Street Franklin, WI 53132.

Can I pre-pay for the year?
	For the majority of CyberLynk services, we do offer annual payment plans. Please contact billing@cyberlynk.net or check http://www.cyberlynk.net for more details.

Does CyberLynk accept credit card payments?
	Yes, VISA and MasterCard.

How do I change the contact name on our invoices?
	You can either send an email to billing@cyberlynk.net with the updated information or call our office at 800.942.8022.

How do I receive a copy of my invoice?
	Please contact our Billing Department via email billing@cyberlynk.net and we will fax or email you the requested invoices. Please be sure to include your Customer ID in your request.

How do I renew service after my initial service term is complete?
	All accounts are automatically renewed once the service term has been completed. If you do not wish to renew your service, please send an email to billing@cyberlynk.net stating your Customer ID, type of service and effective termination date.

How do I request a credit for downtime?
	Please fax the request to 414-858-9336 on company letterhead. Be sure to indicate the dates and times you were “down”. If it is determined to be a CyberLynk issue, CyberLynk will credit your account accordingly.

How do I terminate my CyberLynk service?
	Please send an email to billing@cyberlynk.net stating you would like to cancel your service. Please specify the name on the account, the date you would like cancel this and all services to be affected.

I just paid my bill, why and I now receiving an email stating I owe CyberLynk money?
	More likely than not, this is a confirmation email that payment has been received. Please look over your emailed invoice. If the Account Balance states zero, your account has been paid in full and you owe nothing at this time. If your account shows a balance, please pay the amount to avoid any late charges and disruption in service, or email billing@cyberlynk.net for more details.

I received an email notification that my credit card information CyberLynk has on file is about to expire. What is the procedure for updating my account information?
	You can do one of two things, email billing@cyberlynk.net with the updated information, or call our Billing Department –which ever you feel more comfortable doing.

I terminated my service and haven’t received my refund yet, when should I expect this?
	If you are receiving a refund via check, please allow 6 to 8 weeks for processing. If your refund is to be credited to your credit card, we process credit cards three times per month. Please contact billing@cyberlynk.net for a date this will be completed.

I’ve just received a disconnection notice for a past due amount. How do I stop this from happening?
	Please contact billing@cyberlynk.net to make payment arrangements; CyberLynk is committed to working with our customers.

If I cancel my Internet connection, can I still keep my email account?
	Yes, all email accounts created with a clmail.com and clsurf.com email address are free!!

If I cancel my service before the quarterly, six month or yearly service term is up, will I get a refund for time not used?

Customers that terminate their CyberLynk services before the end of a quarterly, six month or yearly service term will not receive a refund for unused services. CyberLynk discounts services with quarterly, six month or yearly payment terms expecting the customer will fulfill the obligation of the full service term. If the customer wishes to terminate before the end of a service term, CyberLynk will terminate the service as of the start of the current service term then start the same service with a month-to-month service term/pricing and specify the termination date the customer requested. In certain cases the customer may end up being charged more. If the customer is unwilling to pay this specified amount CyberLynk will simply terminate the service at the end of the quarterly, six month or yearly service term resulting in the customer's account balance being zero.

If I cancel my service before the service term is up, will I get a refund for time not used?
	Yes, CyberLynk pro-rates all it’s services. Any charges for time not used will be credited back to you.

Is sales tax added to my account?
	This all depends on your location of service, type of business and what services are utilized. Please contact billing@cyberlynk.net for more information.

Is there a way I can obtain my invoice online?
	At this time this option is not available to our customers. Please contact billing@cyberlynk.net and we can email or fax you a current invoice.

My dedicated Internet connection also includes free dial-up accounts, one toll-free access account, and free web hosting of my domain. If I terminate my dedicated connection, will I lose my free services as well?
	Yes, unless you are willing to pay the monthly fees for the services currently included with your package. Please contact billing@cyberlynk.net for a price list on your free services or visit our website.

What are the rates for the Toll-Free access number if I call outside the continental 48 states?
	Calls placed from HI and AK are billed at $0.25/minute. Calls placed from Canada are billed at $0.28/minute.

What is my current balance for my CyberLynk account?
	Please email the CyberLynk Billing department at billing@cyberlynk.net and include your Account ID, Name, Phone number and what info your requesting.

What services am I being charged for?
	As you review your invoice, either Postal Mail or Emailed, please look at the Current Charges at the bottom of the page. There you will see a detailed list of all services being charged, service dates and the fees. If you have further questions, please contact billing@cyberlynk.net for more information.

Where do I mail payments?
	Payments can be mailed to: CyberLynk Network, Inc. 10125 S. 52nd Street Franklin, WI 53132

Why am I receiving two invoices for Toll-Free usage?
	If you placed calls to our toll-free number while outside of the 48 states, CyberLynk does not receive this information until after the charges have been added to your account. We then have to go back into your account and make the necessary adjustments to reflect the additional charges. As stated on your Toll-Free Detail, only calls placed within the 48 states are subject to the 60 minutes free.

Why are my ISDN costs so high every month? I thought that it was supposed to be less than $50 per month from Ameritech.

The phone companies charge connection fees on an ISDN line. Each call will incur a connection charge of between $.04 and $.10 per B channel. A common ISDN BRI circuit has 2 B channels so depending on your configuration you may see a charge for just one B channel per call, or in most cases a charge for both B channels on each call. The actual rate per call will depend on whether the account is residential or business and if there is a contract in place. In Illinois there is also a per-minute charge associated with ISDN! Depending on which ‘band’ your call is from you can expect to see $.015 to $.105 per minute per B channel. It is best to check with your local telephone company to determine your ISDN charges ahead of time. If you are setup for the BussinessLynk ISDN and your phone bill is still very high please contact support@cyberlynk.net. This type of connection an always on connection.

Why have I received a “Friendly Reminder” email that payment hasn’t been received when I sent a payment out a few days ago?
	Our “Friendly Reminders” are just that-friendly reminders. These are automatically generated and are sent out before payment is received and processed. Please disregard if payment has been sent.

Why have I received an emailed notice that late fees have been added to my account?
	Any customer with a past due balance of 30 days or more will receive a late fee added to their account in the amount of 1.5% of the balance due. To avoid any late fees, please pay the full balance by the due date on your invoice.

Why isn’t my last payment deducted from my current invoice?
	If your payment isn’t deducted from your invoice, chances are CyberLynk has not yet received payment or the invoice was generated prior to your payment being entered into CyberLynk’s billing system. To avoid this confusion, please pay your invoice by the due date on your invoice.