Support Center

What is a hotline?

A hotline is the interruption of service when an account balance is past due.  

When are hotlines processed?

Monday-Friday (excluding holidays)

When would my account be hotlined?  

Accounts may be hotlined if an account balance is past due over a certain number of days. Service may be interrupted once the past-due status exceeds 12 days. Disconnection for non-payment may happen as soon as 19 days past due. 

Will I receive a courtesy call or message before my account is interrupted with a hotline? 

Customers will receive a courtesy call or text message from Customer Service before the hotline. If via phone call, information on the upcoming interruption date, the balance due, and the disconnect date will be provided to the customer, after the account password has been verified.  

What do I need to do to avoid the hotline?

Pay past-due balance prior to hotline date or select the option to do a “promise to pay” via the customer’s online self-care account.

How do I restore my services once hotlined?

Customer can request the restore via email to ccare@ekn.com, by phone, in-store, or online via the customer's self-care account by selecting the "promise to pay" option. Services will automatically restore if payment is made via the customer’s online self-care account.    

What happens if I don’t pay my account after hotline?

Failure to pay the balance within 7 days of the hotline will result in the account being disconnected for non-payment and may be subject to an additional reconnect fee, along with the full balance, to restore services.   

How do I avoid paying the reconnect fee?

Reconnect fees will be applied if disconnected. However, if payment is made on the same day of disconnect, the reconnect fee will be waived. 

What happens if I do not pay my account balance?

Failure to pay after disconnection will result in the account being transferred to a collection status.   

Can I set up a payment plan?

Yes, please contact Customer Service and speak with a representative to learn your options. 

What are the reconnection fees?

1 line of service: $30 + tax

2-4 lines of service: $40 + tax

5+ lines of service: $50 + tax

*Reconnect Fees are taxable and will only be waived if paid on day of disconnection.