How do I dispute my bill?

If you have any questions regarding your bill, please call us at 841-2100, or (800) 869-1214 toll free, and ask for a Customer Service Representative (CSR). If you dispute your bill, in most cases a CSR can resolve your complaint when you call.

If you feel your complaint is not being handled to your satisfaction, please ask to speak to a Customer Service Manager. If you are dissatisfied with the help he or she offers you, please ask to speak to the General Manager. Disputes may also be settled by mail. We will respond to a written billing complaint within thirty days. While you are pursuing your complaint, you should pay any disputed amount.

Please address your billing complaint to Attn: Customer Service Manager, Knology, P.O. Box 808, Lawrence, KS 66044.

Applying payments

How long will my payment take to process?

All payments will be posted within 2 days of submitting the payment.

What should I do if the online payment I made did not post within the allotted timeframe?

If a payment has not posted within the 48-hour time period, please contact our customer support team at 785-841-2100. You will need to give us your payment confirmation number for us to research the payment.

First bills and service transfers

Why is my first bill more than I thought it would be?

Knology bills in advance, prior to the month of service. There are 2 billing cycles during each month. We try to place you in the nearest billing cycle, however, there are times that your first bill will contain more than one month of service charges, and possibly up to nearly two full months of services. Your bill will include an itemized statement of the services, equipment, franchise fees and taxes for which you are being billed. If service(s) are added in the middle of a billing cycle, pro-rated charges will appear on the next bill, as well as the following month's charges. Payment is due upon receipt.

I have recently transferred my service and now my bill is a bit higher than usual. Why?

Knology charges a transfer fee of $39.00 which allows for a technician to come out to your new home and activate the cable. This might be the reason why your bill is higher than normal. You might also want to review your statement carefully for any services that you added to your account during an introductory promotional period. Did the rate for these services increase this month? If so, it might be the promotional period with the lower rate has expired.

Disconnection for non-payment

I have received a disconnect notice for being behind on my bill. Can I still pay online and have my payment posted in time?

We would recommend that you make your payment in our office by use of a cash or check. By paying with a check, or by cash, we are able to post the payment to account immediately, and remove you from the disconnect list (Payments of this type must be made prior to the final payment due date listed on the disconnect notice, and not your bill)

Will my services be automatically reconnected if I pay off a disconnected account?

No. In order to reactivate your services, the payment will need to be posted to the account, and a reconnect order will need to be placed for the first available install time available. You may contact us at 785-841-2100 to set up the reconnect order.

Partial payments

If I choose to make partial payments towards both my phone and cable/internet account, how will the money be applied?

Because telephone service is a lifeline utility, all monies must be applied to your telephone account balance first, and any additional monies will then be applied to your cable/internet account.

Automatic payment options

Is there a way to pay my bills automatically each month?

Knology offers an automatic monthly recurring credit card or debit card payment option and an automatic bank draft option from your checking account.

Recurring credit card payment automatically charges the billed amount on the due date of the invoice each month. Knology accepts Visa, MasterCard, Discover and American Express credit and debit cards. To sign up, contact our Customer Service office at (785) 841-2100 or (800) 869-1214.

Customers may also pay with our Electronic Direct Debit service. This option eliminates the hassle of writing a check once a month and can be set up easily. Simply come by the Customer Service office, fill out the short form, and give us a voided check. This may also be handled through the mail. Call our office for more information.

You may download the forms below: