Covad.net Online Support Center: Account FAQs

www.covad.com

Getting Support

What kind of customer support do you include?
If you would like to contact a Covad representative, our Covad Customer Support personnel are available via phone or email, 24 hours a day, 7 days a week. For added convenience, we have also created our My Covad Account, which enables you to make changes to your account or service as well as check the status of your account.

How can I contact Covad?
To contact Customer Care, you can submit an email request via the Contact Customer Support link from the Online Support Center home page, or call Covad 1-888-64-COVAD. A Covad representative will quickly respond to your requests and provide you with other necessary information.

Non-rebate related questions?
For new service orders, please call 800-636-3500.
For Covad.net service support, please call 888-642-6823.
Covad wholesale partner support, please call 800-462-6823.

Billing

How am I billed for the Covad service?
Covad sends out monthly bills to customers via email.
Standard DSL customers currently must pay by credit card, although we are working to accept debit card and electronic funds transfer payments directly from the account you have set up. With credit card billing, your credit card will be billed automatically each month, and you will be notified of this via email. Covad accepts American Express, Discover, MasterCard, and VISA. Standard DSL Plus, Standard DSL, Business DSL Plus, Business T1, and TeleDefend customers can choose between 3 payment methods:

Credit card

Electronic funds transfer

Invoice
Certain customers that have substantial monthly bills with Covad, and select invoice billing, may be subject to a credit check by Covad's Finance team.

Can I get a consolidated bill if I have multiple lines or services from Covad?
Yes. If you would like to link multiple accounts together under one monthly bill, you may do so by using a common customer number during the ordering process, and selecting the consolidated billing option when providing payment info. Otherwise, you may contact Customer Care and a representative will assist you.

How much am I billed for a Field Dispatch should something go wrong with my service?
The exact charge you will be billed depends on the service that you currently have. For up to date pricing information, please review the Customer Policies Document by going to the Legal section within the Resources section of the Online Support Center.

If I sign a new contract for my new service, will I be responsible for any disconnect fees?
After you sign the standard agreement, you will be held to a specific term agreement. If you disconnect your new service prior to the fulfillment of that term, you will be charged the appropriate disconnect fee.

How do I submit a rebate request?
If you purchased your service with a rebate, simply visit the Rebate Redemption page of the Resources section on the Online Support Center. Here you will find details about the rebate program and how to submit your form.

The service I have now has a lower price. How do I take advantage of the lower price?
To take advantage of lower pricing for your service, simply visit the Upgrade Service page and choose the appropriate option. You are not required to upgrade you service in order to get better pricing, but you will need to accept a new contract to get the lower pricing. Upon accepting a new contract, your term will be reset to the term to which you agreed. If you disconnect your service prior to fulfilling your new term agreement, the appropriate disconnect fee will be applied.

Move Orders

Can I move my Covad service?
Yes. If you would like to move your service, you need to call customer care to initiate a move order. They can be reached at 1-888-64-COVAD (1-888-642-6823).

How do I submit a move order?
You can submit a move order by calling Covad Customer Care.

Will I be charged a disconnect fee when moving my service?
Yes. If you have not satisfied your initial term agreement, you will be charged the corresponding disconnect fee for disconnecting your line in conjunction with your move. However, Covad will reimburse you for the disconnect fee once you have had your new service installed for at least 30 days. Additionally, on Business DSL Plus & IDSL services and Business T1 services you will be given a promotion equal to 50% of the monthly fee of your new service. Please see the

Customer Policies document for complete information.

Do I have to sign a new contract when I submit a move order?
Yes. When you move your service, Covad treats it as a disconnect of the old service, and the entry of a new order for your new location. When your original service is disconnected, your original contract is terminated. You must accept the standard contract in order to complete your order.

Will I be able to keep my same service at the new address?
You will be setting up a new order for the new location. Therefore the service that you have at the current (or old) address may not be available at the new location. Service availability will need to be determined at the new address before a new order can be placed.

How soon before I move should I contact Covad?
You should contact Covad to initiate the move process as soon as you're ready to set up service in your new location. Covad will process your new service order as soon as it is entered. Regarding your existing service, you will have the opportunity to specify the disconnection date.

I moved my telephone service to my new location, but my Covad service no longer works. Why?
In order to move your Covad service, you must initiate a move order with Covad by calling Customer Care.

Can I have overlapping service at my new location?
Perhaps.
No, if the you have the same phone number at both locations and want Standard DSL or Standard DSL Plus services.
Yes, if you have Business DSL Plus & IDSL services and Business T1 services, or if you have different phone numbers at the old and new locations with Standard DSL or Standard DSL Plus services, we will give you the opportunity to specify the disconnection date for your existing service when you submit your new order. Your existing service will remain in service until you specify when it should be disconnected.

The price of my new service is more expensive than my old one. Why can I not keep the same price?
Covad continuously updates pricing and products, and it's possible that you were able to take advantage of special pricing when you ordered your original service. Once you disconnect that service and terminate the contract, that pricing is no longer applicable to your account. You must choose one of the standard pricing plans when moving your service.

Is there a fee for moving my service?
When you elect to move your service, you will be responsible for any applicable disconnect fees on your existing service, and any setup fees on your new service. The disconnect fee you pay for your existing service will be refunded to you in the form of a promotional credit once your new service has been installed for at least 30 days. Regarding the setup fees, you will have the opportunity to re-use your existing equipment if applicable. If you cannot re-use your existing equipment, you will be completely responsible for purchasing the new equipment. You are allowed to take advantage of any promotions that are currently underway.

My new location does not qualify for Covad service. Will I still be charged the disconnect fee?
Yes. If you do not order and retain new service for at least 30 days, you will be charged the appropriate disconnect fee. You are completely responsible for insuring that Covad service is available in your new area. The Covad Customer Service Representative will be able to check what services are available at your new address.

Can I reuse my equipment for my new service?
If the service you ordered is compatible with your existing equipment, you may choose to re-use that equipment for your new location. If you ordered a different service, or your equipment is otherwise not compatible, you are completely responsible for purchasing the new equipment.

Dial-up Numbers

How do I find a local dial-up number?
If you need to change your local access number, you can find numbers using the Covad dial software if you downloaded this. Simply click on the Covad dialer icon on your desktop. When it opens, click on "Properties" and then "Phone Book." Select the state and/or the area code in which you want to locate an access number. You'll then be presented with a list of numbers in that area. Alternatively, the Covad dial numbers are available in My Covad Account, in the Customer Support Center section. Select the state and/or the area code in which you want to locate an access number. You'll then be presented with a list of numbers in that area. Covad frequently adds to the list of local dial-up numbers. We invite you to check back often to see if there are more options in your local area.

How can I be sure I'm not being charged for the dial-up number I am using?
It's not always the case that a number in your area code is a local number. If you have any doubt, consult your phone service plan or contact your local phone service provider. Please note that Covad is not responsible for fees related to long distance usage.

If I do not have a local dial-up connection, is there an 800/888 number I can use to connect?
Yes. 888-413-7028 and 877-808-3425 are toll free access numbers. Although you will incur no telephone charges to connect this way, there are other charges of $4.50 per hour when using this number in the U.S. Please note that these charges are billed to you from Covad, in addition to your monthly subscription fee.