Why don't I receive a monthly statement?

If you pay by credit card, your monthly credit card statement is your receipt of payment and a monthly statement is not issued from iNYC.
Does iNYC have your correct billing address? To verify, please send an email to customercare@inyc.com and include your account number and address so our Customer Care department can ensure the correct billing address is reflected in our database.
Has your service been installed? Bills are not generated until a line is actually installed. Once the installation is complete, our accounting department will begin billing. Generally this bill will arrive within one week of installation.
Still don't know why you don't have a bill? Then drop us a note at customercare@inyc.com and include your account name and/or account number so we can look into this for you.

How do I receive my rebate for installation costs?

Our partner companies require a form to be completed in order for you to receive the rebate. Those eligible for the rebate should have received the direct link to the rebate form in the Installation Follow-up email sent after installation was complete. Just click on the link embedded in that email, answer the questions, and send the form. It's that easy.
If you did not receive this email or would like it sent again, please send an email request to customercare@inyc.com and in the subject line write: "Rebate Form Request". Please include the account number and appropriate email address where the form should be sent.
If you have not received your rebate within eight weeks of submitting the form, please let us know, so we can attempt to follow-up with our partners who actually make the rebate available to our customers.

How do I cancel my account?

What are the cancellation charges?

½ the remaining monthly charges
- $300.00 (with the return of your router/bridge)
  or
- $500.00 (without the return of your router/bridge)
*Please note cancellation charges may not apply to all cancellation requests. Send questions regarding fees to customercare@inyc.com.

I have questions about my bill. What do I do?

Please send an email to customercare@inyc.com and include your account name and/or account number so we can look into this for you.

I'm being billed at the wrong rate.

Send an email to customercare@inyc.com and we will review the account to determine the correct rate and respond via email to you.

How do I receive credit for downtime?

Credit for downtime can be credited by emailing customercare@inyc.com after your service is restored. Please include account name and number and dates of downtime so we can make the credit directly to the account.
iNYC's policy regarding downtime credit: Downtime must be reported to our Technical Support department so that our technicians can attempt to get service restored as quickly as possible.
Credit for downtime is issued only in the event that the downtime was due to some problem within iNYC's control. Problems with your Local Area Network are not iNYC's responsibility.

I don't understand the charges on my first bill.

I cancelled my account but am still receiving bills.

Our accounting department needs time to process the actual cancellation within our accounting system. If you have gone through more than one billing cycle and are still receiving bills, please send an email to customercare@inyc.com to let us know. We will be able to follow up with our billing department.

How do I find out my account balance?

iNYC bills for monthly service one month in advance and sends a monthly statement out to customers. In between, please send an email requesting your monthly balance to customercare@inyc.com.

How do I upgrade my account?

Please send an email to upgrade@inyc.com, and we will send you an upgrade request form.