Billing FAQ’s
New changes to our billing system.
We’ve Upgraded Our Billing System!
Our new billing system is now available and ready to provide you with more convenience and easier access to your account. Learn all about your new bill below.
Your GRUCom Bill Has a New Look
Your new GRUCom bill is designed to be easy to read and review. Click the New Bill Sample button shown below to see a sample bill and get tips for how to read your new bill. If you have questions, please review our Frequently Asked Questions section or call us at (352) 334-3200 for additional assistance.
Ways To Pay
1. Make Your GRUCom Payment Online.
GRUCom’s new Electronic Bill Presentment & Payment (EBPP) Portal is now available. Just select the blue PAY MY BILL button shown at the top or bottom of this page for free online access to your GRUCom EBPP account.
Be sure to have your new 7-Digit Customer Number, 3-Digit Statement Number, and 4-Digit Security PIN ready to complete the sign up process. This new information will be available once you receive your first bill from the new GRUCom billing system.
Once registered, you will be able to make one-time payments, same-day payments (made before 4p.m.), or set up automatic monthly payments. Your GRUCom EBPP account will also allow you to view billing history and to enroll in paperless billing.
GRUCom accepts payments online using VISA, MasterCard, Discover or American Express credit or debit cards and by ACH direct debit from a bank checking account. There are no fees for ANY online payment(s) and access to your GRUCom EBPP account is FREE.
2. Make Your Payment Through GRUCom’s Automated Phone System.
GRUCom accepts payments via our automated phone system at 1–833–366–7105 using VISA, MasterCard, Discover or American Express credit or debit cards and by ACH direct debit from a bank checking account.
Payments made after 4p.m.will post to your account the next business day. There are no fees for ANY payment(s) made through our automated phone payment system.
GRUCom does NOT accept verbal payments via person-to-person telephone calls.
3. Make Your Payment to GRUCom By Mail.
You can pay your GRUCom bill through the U.S. Postal Service. GRUCom will send you a paper bill in the mail each month. Once you receive the bill, simply return the enclosed bill stub to GRUCom along with your payment in the form of a check or money order.
Please do NOT mail your GRUCom payment with your GRU utility bill payment. GRUCom’s new payment processing system is completely separate from GRU, including a different mailing address. Payments made in error toward your GRU utility billing account will NOT be reversed, and you will be required to re-issue a separate payment for your new GRUCom billing account.
Please do NOT mail payments toward your old GRUCom billing account(s) co-mingled with payments toward your new GRUCom billing account(s). Payments made toward your old GRUCom billing account(s) MUST be mailed directly to Gainesville Regional Utilities as a separate payment.
4. GRUCom Does NOT Accept Cash Payments or Payments Made In Person.
Billing and payment for GRUCom services are now handled separately from all other GRU utility services.
Payments for GRUCom services will no longer be accepted in person at any of GRU’s traditional utility payment centers or via any of GRU’s online payment methodologies. This includes: GRU’s lobby, GRU’s drive thru, GRU’s payment drop boxes, GRU’s Neighborhood Stop-and-Pay Locations, GRU’s Western Union Speed Pay, and GRU’s eBILL/Click2Pay online options.
Frequently Asked Questions
Your new GRUCom bill is designed to be easy to read and easy to pay. If you have questions, please review the common FAQs here or call us at 352-334-3200 with any questions.
Questions About My New GRUCom Billing Account(s) and Payment Methods
Why is my GRUCom bill changing?
The new GRUCom billing and customer care software system is designed specifically for use by internet and telecommunications service providers such as GRUCom. Our new telecom billing software system is operated separately from GRU’s non-telecom utility service billing system and allows us to provide a customer care experience designed specifically with internet and telecommunications customers in mind.
When is my GRUCom bill going to change?
Final bills from GRUCom’s old billing system were issued at the beginning of October. You will receive your first monthly bill through GRUCom’s new billing system within the first 10 business days of November 2020.
Will my GRUCom billing account information be changing?
Will my new GRUCom monthly bill include detailed charge information?
The new GRUCom bill is designed to provide you with important summary information and key details about your service(s) and account(s) including previous bill activity, payments received, current bill activity, taxes/surcharges/fees, and account balance information. Click here to see a sample bill and get tips for how to read your new GRUCom bill.
When will I receive my first new GRUCom bill?
GRUCom bills are typically issued on the first business day of each month so you should expect to receive your first bill through GRUCom’s new billing system within the first 10 business days of November 2020.
When is my new GRUCom bill payment due?
To avoid the possibility of incurring late fees, GRUCom recommends paying your bill immediately upon receiving your monthly statement. Your due date will be listed on the first page of your new monthly statement.
How do I make a payment toward my new GRUCom billing account?
Billing and payment for GRUCom services are now handled separately from all other GRU utility services. GRUCom accepts many forms of online/electronic payment, including Automated Clearing House (ACH) payments directly from your bank, and accepts mail-in payments made by check or money order. GRUCom does NOT accept cash payments. GRUCom does NOT accept any form of walk-in, drive-thru, or drop-off payments. Payments for GRUCom services may only be made electronically, online, or by mail.
I already have automatic recurring monthly payments sent to GRUCom through my banking institution. Do I need to update my banking records?
Yes. You will need to update your bank’s automatic payment records to reflect your new GRUCom billing account information. See here regarding payments made in error toward your old GRUCom billing account.
Can I make a payment toward my new GRUCom bill online?
Yes. Select the blue PAY MY BILL button shown at the top or bottom of this page for free online access to your GRUCom account. Be sure to have your new Customer Number, Statement Number, and Security PIN ready to complete the sign up process. You will also need to be prepared to create a secure password. Once logged on you can view and pay your bill online. GRUCom accepts payments online using credit or debit cards with the VISA, MasterCard, Discover or American Express logo and by ACH direct debit from a bank checking account. There are no fees for ANY online payment(s).
The new online bill payment system is asking me for a PIN to complete the setup process. How do I locate my PIN?
Your 4-digit Security PIN is located on your monthly billing statement. Click here to see a sample bill and find out where to locate the Security PIN on your new GRUCom bill.
Will I be able to view historical information for my new GRUCom billing account online?
Yes, but only for bills generated through the new GRUCom billing system issued beginning November 2020. Select the blue PAY MY BILL button shown at the top or bottom of this page for free online access to your GRUCom account. Be sure to have your new Customer Number, Statement Number, and Security PIN ready to complete the sign-up process. You will also need to be prepared to create a secure password. Once logged on you can select the View Statements option to view your bill. We will keep up to 12 months of statements online. We recommend that you copy the PDF files to your hard drive for safe keeping.
Note: You will need Adobe Acrobat installed on your computer in order to view your bills, which are displayed as PDF documents in your web browser. (Many web browsers/computers come with Adobe Acrobat already included, if yours does not, download Adobe Acrobat now).
Where do I mail my payment for my new GRUCom bill?
Once you receive your new GRUCom bill, simply return the enclosed bill stub to GRUCom along with your payment in the form of a check or money order. Please mail all payments to the following address:
GRUCom Fiber Optic Communications
PO Box 919772
Orlando, FL 32891-9772
Or you can pay online. Click the PAY MY BILL button to register today!
Can I make a payment toward my new GRUCom bill via telephone?
Yes, you can make a payment by phone using GRUCom’s interactive voice response (IVR) payment system at 1-833-366-7105. Be sure to have your new Customer Number and new Statement Number ready to complete the payment process. There are no fees for ANY payment(s) made via telephone through our IVR payment system.
Can I make a payment toward my new GRUCom bill with cash?
No. GRUCom does not accept cash payments. Please review our WAYS TO PAY section for more information about how to pay your GRUCom bill.
Is there a daily cutoff time for making payments toward my new GRUCom billing account?
Payments made after 4 p.m. will post to your new GRUCom billing account the next business day.
Can my GRUCom services be billed in combination on the same bill along with my GRU utility services?
No. The new GRUCom internet and telecommunications billing software system is operated separately from GRU’s utility service billing system.
Can I mail my payment for my new GRUCom billing account along with my payment for my GRU utility services?
Can I mail my payment for my new GRUCom billing account along with my payment for my old GRUCom billing account?
No. Please do NOT co-mingle any payments made toward your old GRUCom billing account with any payments made toward your new GRUCom billing account. Payments made toward your old GRUCom billing account(s) MUST be mailed directly to Gainesville Regional Utilities as a separate payment.
What happens if I inadvertently include a payment for my new GRUCom billing account along with my payment for my old GRUCom billing account or along with my GRU utility billing account?
Payments made in error toward your GRU utility billing account or your old GRUCom billing account will be applied toward your GRU utility billing account and will NOT be reversed. You will need to re-issue a separate payment to be made toward your new GRUCom billing account.
Questions About My Old GRUCom Billing Account(s) and Payment Methods
The bill for my GRUCom service(s) that I received in October 2020 was marked as FINAL BILL. What does this mean? Is my GRUCom service being disconnected?
No, your GRUCom service is NOT being disconnected. Your October statement which was marked as FINAL BILL is the last monthly bill that you will receive through GRUCom’s old billing system. You will receive your first monthly bill through GRUCom’s new billing system within the first 10 business days of November 2020.
I had a FINAL BILL AMOUNT DUE on my old GRUCom billing account. Will this outstanding balance carry forward to my new GRUCom billing account?
No. You will need to continue making payments toward your old GRUCom billing account until the balance is settled. Please visit GRU’s Payment Options webpage for information on how to settle your old GRUCom billing account(s).
How do I make a payment toward my old GRUCom billing account?
Please visit GRU’s Payment Options webpage for information on how to make a payment toward your old GRUCom billing account(s).
My old GRUCom billing account was set up for GRU eBILL paperless billing statements and/or recurring bank drafts. Will this carry forward on my new GRUCom billing account?
No. After you receive the first copy of your new GRUCom billing account statement you will need to re-enroll your new GRUCom billing account(s) through GRUCom’s new Electronic Bill Presentment & Payment (EBPP) Portal. Please review our WAYS TO PAY section for more information about how to pay your new GRUCom bill.
Will I be able to make a payment toward my new GRUCom billing account in person at GRU’s downtown office via the lobby, drive-thru, or using the drop box?
No. Payments for GRUCom services will no longer be accepted in person at any GRU location. Please review our WAYS TO PAY section for more information about how to pay your new GRUCom bill.
Will I be able to make a payment toward my new GRUCom billing account in person at GRU’s Neighborhood Stop-And-Pay Locations?
No. Payments for GRUCom services will no longer be accepted at any of GRU’s Neighborhood Stop-And-Pay Locations. Please review our WAYS TO PAY section for more information about how to pay your new GRUCom bill.
Will I be able to make a payment toward my new GRUCom billing account through GRU’s Western Union Speed Pay system, or using GRU’s eBILL/Click2pay system?
No. Payments for GRUCom services will no longer be accepted through GRU’s utility payment portals. Please review our WAYS TO PAY section for more information about how to pay your new GRUCom bill.
Other Questions
Whom can I contact if I have any other questions about this change?
Please contact the GRUCom Billing Department by calling 352-334-3200, Extension 2 or send us an email at billing@grucom.com.
My company has/had multiple GRUCom billing accounts. Will that change?
Please contact us at 352-334-3200 to determine the best options available for managing multiple accounts.
Will my billing cycle change?
No, your current billing cycle will not change. GRUCom issues bills regularly on the first business day of every month.
I am a GRUNet Residential High-Speed Internet Customer. How does this change effect my GRUNet account?
“GRUNet” is the brand name used to identify certain residential high-speed internet services provided by GRUCom. The information presented in this FAQ section applies to all GRUCom services including GRUNet Residential High-Speed Internet
I am a GRUNet Dial-Up Internet Access Customer. How does this change effect my GRUNet account?
“GRUNet” is the brand name used to identify GRUCom’s dial-up internet access service. The information presented in this FAQ section applies to all GRUCom services including GRUNet Dial-Up Internet Access.
I am a GATOR NET Residential High-Speed Internet Access Customer. How does this change effect my GATOR NET account?
“GATOR NET” is the brand name used to identify certain residential high-speed internet services provided by GRUCom. The information presented in this FAQ section applies to all GRUCom services including GATOR NET Residential High-Speed Internet.
Is my GRU utility bill changing too?
This change will have no impact on your GRU utility service(s) or your GRU utility service billing account(s).
Will this change impact my GRU electric utility rates?
No. GRUCom services have no direct impact on the rates GRU charges for electric utility services, or any other utility services.