General Introduction 

I heard GCI is making some big changes to its billing and online systems. What’s going on?

In response to our customers’ requests and the need to retire antiquated systems, GCI has been working over the past two years to transform the way we do business with our customers. Our goal is to improve your experience and make it easier to manage your accounts with us. To do this, we have upgraded our billing system, worked to consolidate accounts into one bill where possible, and enhanced the features and functionality of the MyGCI online self-service portal.

Why did you make these changes to my GCI account? 

Our customers frequently request 2 things: 1) a single easy-to-read invoice that includes all of their GCI services, and 2) a single login to manage their GCI accounts online.

The new billing platform has replaced an outdated billing system to give our customers an easier way to pay bills and manage GCI services online.

In addition, customers used to have at least two online logins – one for the eBill online bill pay system, and one for the old MyGCI, which offered features such as viewing usage. With the new billing system and enhancements to MyGCI, we can offer one bill for all services to most customers, and customers now have a single login to access all account features, including online bill pay.

As an Alaska-born-and-raised company, we continually look to how we can help our customers, our neighbors and our communities get the very best service. Over the past two years, we have been working hard to accomplish that goal and are excited to roll out these upgrades to our customers.

What are the benefits to me?

This system upgrade gives you simplicity with your bills, more freedom to manage your account, more flexibility in paying your bill, and ensures the continued security of your account information. Specifically:

• We now have the ability to combine multiple bills into one – effectively combining the separated GCI Cable TV bill with your other GCI services bill. This consolidation means you can see all of your GCI account charges on one easy-to-read bill. Please note, you will receive a new account number.
  
  
• You can now manage all your GCI account features with one login through the MyGCI online self-service portal. MyGCI will be your one-stop shop for paying your bill, managing automatic payments (autopay), viewing your residential or small business data usage, accessing GCI TV Everywhere, upgrading select residential plans, and more!

When did this change take place?

We launched the new MyGCI on August 4.

Paperless customers, please note that you will receive one initial paper invoice your first billing cycle after the transition.

My Bill: General Information

Why am I only getting one bill?

At GCI, we pride ourselves on listening to our customers, and one of the most requested items has been for one easy-to-read bill including charges for all GCI services. Our new billing system allows us to merge your TV account with your other GCI services account, which allows us to provide you with one bill for all services.

Why am I still getting two bills for my home?

If you are still receiving more than one GCI bill after August 4, we may have been unable to combine your accounts prior to the upgrade. Please contact us at 800-800-4800 or visit your nearest GCI Store to review your information.

What will my first bill look like and what are the differences?

View or download the New Bill Layout PDF to see what your new bill will look like. Please note, you will have a new account number.

Will I still get paper bills? 

If you previously received paper bills, you will continue to do so. If you wish to get your bills electronically, you can sign up for paperless billing and set up and manage autopay in the MyGCI online self-service portal.

Please note most customers will receive one printed bill for all of their GCI services following the upgrade. If you were previously signed up for paperless billing, that will resume after your first bill is sent.

Can I go paperless with my bill? Will I be able to see my bill online?

Yes. You can view your bill and manage your bill delivery method by logging into MyGCI.

Are there other ways I can receive or view my GCI bill – email, text, or fax?

You may sign up to receive billing notifications via email or text; however, you will need to log in to MyGCI to see the amount due and other billing information. If you wish to have your bill faxed to you, please contact us to discuss the options.

Can I get a second copy of my bill or download/print it?

You can access and print your bill by logging into MyGCI.

What about my Lifeline account? 

Your Lifeline account will continue to be separate from your other GCI services, and you will continue to receive a separate bill for your Lifeline services.

Will my account number change?

Yes, your account number will change to include the number “1” at the beginning. Existing Internet/Mobile/Home Phone accounts and Cable accounts alike, will now begin with an additional 1.

Example:
Current Internet/Mobile/Home Phone Account: 001-XXXXXX or 120-XXXXXX (Nine Digits)
New Account: 1001-XXXXXX or 1120-XXXXXX (Ten Digits)

Current Cable Account: 172-XXXXXX (Nine Digits)
New Account: 1172-XXXXXX (Ten Digits)

What will my new account number be if I have both TV and Internet/Mobile/Home Phone accounts?

If your information on both accounts matched, these accounts will combine into one. Your existing Internet/Mobile /Home Phone account with an additional “1” at the beginning will be your new single account number. If your accounts were not matched, both accounts will have the number “1” added at the beginning.

Example
Current Internet/Wireless/Home Phone Account: 001-XXXXXX or 120-XXXXXX
Current Cable Account: 172-XXXXXX
New Combined Account: 1001-XXXXXX or 1120-XXXXXX (current cable account number will no longer be used.)

My Bill: Monthly Charges and Discounts 

Where can I see what discounts I qualify for? 

Discounts that you are currently receiving will be shown on your bill, on the details page for each service. Discounts will also be reflected on your bill total. You can visit gci.com/offers to review current offers, or contact a GCI customer service representative, who will be happy to review your account to ensure you’re getting the best discounts.

I’ve noticed my service pricing has or will be changed. Why? Is this all related?

· GCI occasionally changes rates for service or eliminates outdated service plans. In those cases, customers could see increases or decreases to their bills. Over the past 2 years, we’ve simplified our rate plans and equipment prices statewide.

· GCI always notifies customers about rate changes before implementing the change.

My Bill: Making a Payment 

Will my billing cycle change? 

In preparation for the upgrade, we contacted customers to align the billing cycles for their TV and other services. Those new billing cycles will remain the same in our new billing system.

Will all my services now have one due date? 

Most customers' services have been consolidated onto one bill, and there will be one payment due date for all your GCI services. However, you may select dates to make separate payments during the month by logging into MyGCI. For example, if your bill is $100 and you have autopay scheduled for the 14th of each month, you could schedule a one-time $45 payment for the 1st, and the remaining $55 would automatically be paid on the 14th.

Can I change the date my bill is due? 

You may contact us to request a different bill cycle. However, another option is to login to MyGCI, where you can select the date for your payment to be processed. You can even set dates to make separate payments, giving you more flexibility to manage and budget your payments.

How long will it take for my payment to show up in MyGCI? 

Payments will display in your MyGCI profile on the same day you make them. You can view your payment activity by logging into MyGCI. Your current balance will be displayed in near-real-time on the overview page, and your payment will show up in the payment history area of the billing section.

What if I have multiple accounts and have special requests regarding accessing and paying my bill? 

Our new system provides you with flexibility to manage your payments. Please contact us and we can help you configure your accounts to address how you would like to manage your payments.

Will I be able to see my old bills in the new system? 

Bills that were processed prior to the upgrade to our new billing system will no longer be available. Please contact us if you need information about a previous bill.

How will I know if I missed a payment? 

If your account is past due, you will receive a payment reminder notification email. Your payment status and a past due alert will also be displayed on the overview and billing screens after you login to MyGCI.

Is there a charge to pay my bill in the stores or when I call customer service? 

There is no charge to pay your bill in a store, and you can make a payment over the phone using our automated system at no additional charge. We do charge $2.95 for an agent-assisted payment over the phone.

I have a free Video on Demand/Pay Per View coupon; will these still work after the upgrade? 

Yes, the upgrade to the new system will not affect these coupons, and coupons will remain valid until their expiration date.

Will my old GCI gift cards still work? 

Yes, existing GCI gift cards will continue to work in the new system.

What if I have a credit on one of my accounts that will be combined?

Your credit will be applied to the service it was associated with.

My Bill: Online Payments and Autopay

How will I access eBill?

All online payments will now be made through MyGCI. Your current eBill login will no longer be necessary (or valid). If you have a MyGCI profile currently, your MyGCI login will remain the same after August 4. If you do not have a MyGCI profile, you can create one quickly, easily, and for free at my.gci.com. We encourage you to set up your MyGCI profile before July 31. Starting August 4, if you do not have a profile, you will need to contact us to set it up so you can access the online payment features. Please note that the old eBill system has been discontinued, and your current eBill login is no longer valid.

I have stored a credit card or checking account to pay my bill online. Will my payment information stay the same? 

To ensure the security of your account during the transition, we were unable to convert your payment information from our old billing system (eBill) to the new system in the enhanced MyGCI self-service portal. Payment information for your credit card or checking account will need to be re-entered. If you do not have a profile, you will need to contact us to set it up so you can access the online payment features. Please note that the current eBill system has been discontinued, and your current eBill login is longer valid.

Will my automatic payments (autopay) continue?

To ensure the security of your account during the transition, we were unable to convert your payment information from our old billing system (eBill) to the new system in the enhanced MyGCI self-service portal. Payment information for your credit card or checking account will need to be re-entered, If you do not have a profile, you will need to contact us to set it up so you can access the online payment features. Please note that the current eBill system has been discontinued, and your current eBill login is no longer valid.

Is there a charge for using autopay or credit cards?

No. There is no additional charge to make an online payment in MyGCI.

Will GCI contact me if my autopay doesn’t process?

Yes. You will receive an email notification if your payment fails. You can also opt-in to receive text notifications by logging into MyGCI.

Will I be charged a late fee if I miss a payment because my autopay is disrupted during the upgrade? 

We are committed to working with our customers and we understand that this upgrade may cause a disruption in how you are currently paying your bill. We are offering a grace period after the launch to allow customers time to get their new autopay information set up. If you are charged a late fee that you believe is not warranted, please contact us. However, please note that if your account was past due prior to the upgrade, you may be assessed a late fee.

MyGCI: Access

What’s changing about how I access my account online?

Previously, customers had at least two online logins – one for the eBill online bill pay system, and one for the old MyGCI, which offered features such as viewing usage. Now, customers have a single MyGCI login to access all account features, including online bill pay.

For your GCI email account, you will continue to log in separately.

What is a MyGCI profile?

Your MyGCI profile contains your name, login information, contact information, and other details needed for you to use all the MyGCI features.

I already had a MyGCI profile. How do I sign in to the new MyGCI?

The password you previously used to view your usage or manage your account with MyGCI will remain the same for your MyGCI profile and MyGCI app. Existing users will also have immediate access to all features in the enhanced MyGCI self-service portal, including online bill pay.

What if I do not have a MyGCI profile?

If you did not already have a MyGCI login or you only had a login for eBill, our Customer Service team is ready to help you! Please visit a local store or give us a call at 800-800-4800 and we'll get you set up.

What if I need to reset my password?

You can do that by following the instructions on the MyGCI login page today. However, if you are unsure which email address is associated with your MyGCI profile, or if you do not have a MyGCI profile, you will need to visit a local store or call us at 800-800-4800 for assistance.

What is single sign-on?

Single sign-on means that you have one username and password for managing your account, paying your bill, and viewing your usage – plus, you only need to enter your login information one time to do all those things. No more remembering different passwords for each system or entering your information each time you want to perform a different activity.

Can I use the same login for more than one account? 

Yes. In the new MyGCI, you can use the same username and password to access all your accounts. Contact us to have your MyGCI profile added to as many accounts as you need.

Can I have one login for all my business accounts? 

Yes, you can consolidate your logins by logging into MyGCI or by contacting us.

Can I add Authorized Users to my MyGCI profile? 

Yes. Instructions for adding Authorized Users to your account can be found in the Billing and Account support section of this website. You can also call us at 800-800-4800 and we'll help you through the process.

Can I assign different user roles for the people on my account(s)?

No. MyGCI does not currently support role-based permissions. Any authorized user will have full permissions in the MyGCI system. However, authorization is based on account. If you have multiple, uncorrelated accounts, each user will have their own, individual MyGCI login. This means that they will only be able to access the accounts for which you have authorized them.

Example 1: Greg manages the budget for his mother. She called into GCI and had him authorized on her account to review her invoices and manage autopay on her behalf. When Greg logs into MyGCI, he will have full access for both his own account and his mother's. Greg will also be able to view his mother's usage and upgrade her residential services.

Example 2: Jessica is a billing admin for a large company that keeps their billing accounts separated for their internal department invoicing. Jessica is authorized on each of those accounts, which means she can see all of the organization's billing accounts in MyGCI, and has access to all the features of MyGCI for all of those accounts. Michael works in a specific department and is only authorized on his department's MyGCI account. He can only see billing (and other information) for that specific account.

How do I get the new MyGCI app?

If you currently have GCI's MyUsage app, you can manually update the app or allow your device to automatically update itself. The old MyUsage app will be replaced with the new MyGCI app.

If you did not have the MyUsage app, search for the MyGCI app in your device's application store (App Store on iOS or Google Play Store on Android) and download it.

MyGCI: Features

What is the MyGCI self-service portal? 

MyGCI is an online tool that lets you view and pay your bill, view your data usage, and manage contact information and other details about your GCI account all in one place, with one username and password.

In the enhanced MyGCI, you can do the following things:

• View and pay your bill
  
  • View your bill
  • Make an immediate payment or schedule a payment
  • Set up and manage autopay
    
    
• Manage your services
  • View your internet and mobile data usage (available to all residential customers and most business customers)
  • Upgrade your internet and TV plan (available to all residential customers; limited for business customers)
  • Buy an additional usage bucket for your qualifying internet plan (available to all residential customers; limited for business customers)
  • Add a premium channel package to your TV plan (available to all residential customers; limited for business customers)
  • Use your credentials to access TV Everywhere (available to all residential customers; not available to business customers)
    
    
• Manage your account:
• View the details of all your current GCI services
• Create nicknames for your accounts and mobile lines
• Add an authorized user to your account
• Update your contact information
• Update your billing address
• Associate multiple customer accounts with your login
• Manage your notifications

 

We will continue to add features to MyGCI and have future plans for more options for you to manage your account and make changes to your services. Stay tuned for these exciting developments.

Can I pay my bill online? 

You can make an immediate payment, schedule a future payment, or set up autopay in MyGCI.

Will my login information change to watch GCI TV Everywhere (HBOGO, Showtime, CSPAN)? 

No. Your TV Everywhere username and password are the same as your MyGCI login, which will be transferred to the new system.

What will the new MyGCI portal look like?

The new MyGCI will have a clean, modern, easy-to-understand layout. The site will be responsive so that it looks and works great on both desktop and mobile screens.

What changes will I see on GCI.com? 

Because we’ve combined eBill, usage viewer, and account management into a single system, it's easier than ever to log in and use your account. This means we can simplify the links on GCI.com and save you clicks and time.

Does this change how I can view my usage?

We’ve made a lot of improvements to the usage viewer in the new system. The new usage graphs will be easier to read and understand, and you’ll be able to see a summary of your usage for all services in a single view. If you prefer viewing usage on your phone, you can continue to do so with the new MyGCI app.

For our business customers, online usage viewing will no longer be available for some business internet or wireless services after August 1. We will provide any of our valued business customers with a usage report upon request, in an effort to mitigate any inconveniences this may cause. Additionally, our service representatives remain available to assist with usage inquiries. If you have concerns about your monthly usage, our reps can help you with an account review to make sure you’re on the best plan to meet your business needs. To request a usage report or for other usage-related inquiries, call our business support line at 800-800-7754.

Can I upgrade my services online? 

Residential customers can upgrade TV and internet service, add a premium TV package, and add additional internet usage buckets through the new MyGCI. Additional features, such as upgrading mobile service, will be coming soon. Please note that business customers will have limited access to these features.

Do plan upgrades take effect immediately?

In most cases, changes to your plan will take effect in near-real-time.

Why can’t I downgrade my plan online? 

You may currently be receiving discounts that require you to have a minimum level of service. We can help make sure that you don’t lose these discounts and end up with a higher bill when you “downgrade” your service. Our customer service representatives will help ensure you’re on the best plans for your needs and budget.

Will I be able to continue to add additional internet usage buckets?

You can now purchase up to five additional internet usage buckets in a single transaction by logging into MyGCI. Also, in the new system, you can buy an additional usage bucket at any point in your billing cycle. Keep in mind that usage does not roll over to the next cycle, so you may want to wait until you’re close to your usage allowance before you make that purchase. Please note that business customers will have limited access to this feature.

Security and Disruptions 

Will my authorized users switch over? 

Authorized users should transfer over during the upgrade. If your authorized users do not transfer, please contact us for assistance.

How secure is the new system? How will I know my information is secure?

The security of our customers’ personal, account, and financial information is of utmost importance to us. We take every possible measure to safeguard your information.

Will I still earn my Alaska Air miles when I pay my bill? 

The GCI Loyalty Rewards program will continue with all the benefits. Read about all our Epic Discounts and other customer benefits at https://www.gci.com/offers/epic and https://www.gci.com/alaska-airlines-miles

Will my internet, mobile, local phone, long distance, or TV service be interrupted?

We do not expect that there will be any disruptions to your internet, mobile, local phone, long distance, and TV service during this upgrade. If that changes, we will contact you directly.

What should I do if I have questions?

Our customer service representatives are committed to a smooth transition, and are happy to answer any questions or address any concerns you may have before, during, or after the upgrade. We also have a number of online resources that may be helpful for you to review available at GCI.com.

Miscellaneous

Do these changes have anything to do with GCI Liberty merger? 

No. GCI has been working toward this goal to improve our customers’ experience for the past two years -- well before the announcement to merge with Liberty.

Is GCI moving any services out of state?

No. GCI is proud to have started in Alaska and grown from a small startup, working out of a van in Anchorage, to the statewide company we are today, employing more than 2,000 Alaskans. Our services will continue to operate in the state of Alaska and serve our neighbors, while looking at how we can expand into the Lower 49.

Will my contract terms change? 

No. All active contracts will remain in place after the upgrade to the new billing system.

Will my GCI email be affected?

We are also upgrading the GCI email platform. We will be communicating directly with GCI email customers about any changes to their email access.

Are GCI employees impacted by this change?

GCI employees are excited about this upgrade because they understand how much their customers will benefit from the new system. Plus, the new system offers an improved interface that will make it easier for our employees to assist you.