Manage Your Account FAQs

MBC bills for services in advance. MBC bills are sent by email. You must have a valid personal email address on file with MBC. MBC is not allowed to send individual customer bills to U.S. military email addresses. MBC processes billing each month such that you will receive your email statement prior to the 1st day of the month for which services are being provided. Payment is due on the 2nd day of each month.

MBC accepts payments in US currency only. MBC offers several convenient payment options:

AutoPay
You may place a credit or debit card on file with MBC. MBC will debit the card on file on the 2nd day of each month for the balance due on the account.

Online One-Time Payment
You may access your online account to pay your bill online using a credit or debit card.

In Person
You may visit any MBC office and pay your bill in person using cash, check, credit card, or debit card.

By Phone
You may contact MBC by phone and pay your bill by credit or debit card.

On or after the 9th day of each month, MBC assesses a late fee and disables all of the MBC issued equipment on any account with an unpaid balance. To restore services, customers will need to pay the late fee and the balance due on the account. On or after the 16th day of each month, MBC processes non-pay disconnections on all accounts that are not paid in full. Before services can be restored, the customer will need to pay a reconnect fee, the previously assessed late fee, and any unpaid balance on the account. The MBC late fees and reconnect fees can be found HERE.

As an MBC customer, you will receive periodic email notifications to make you aware of new products and services and to inform you about network upgrades and service outages in your area. As an MBC customer, your email address is automatically added to our email notification list. You may unsubscribe to these email messages at any time by selecting the ‘Unsubscribe’ option on any email message we send to you. If you unsubscribe to these messages, it will not prevent you from receiving email billing or individual messages related to your MBC account.

MBC is committed to providing you with the highest quality High-Speed Internet and HD Digital Cable TV by building and sustaining the most reliable network. However, we understand that sometimes a problem may arise.

If you experience any service-related issues, please CONTACT US.

At MBC, we are confident we can help you solve any problem you experience with our service. You can report a service problem in person, by phone, by email, or by submitting a trouble ticket online. Once a problem is reported, a trained MBC representative will work with you to try and resolve the problem remotely. If the problem still exists after completing the troubleshooting process, MBC will schedule a service technician to visit your residence. If the problem is related to MBC Equipment or the MBC network, your service call will be FREE. MBC charges a service call fee if a customer fails to be present for the scheduled service appointment, if the problem is a result of customer owned equipment (TV, computers, routers, etc.), or if the customer has damaged the MBC Equipment. Service fees can be found online HERE.

It is common in military provided housing that you may be required to relocate from one location on-base to another location on-base. MBC modems are pre-installed in all dorms and barracks across all installations. All Family Housing units on ALL bases are pre-wired with MBC services.   Transferring your MBC services is EASY, FAST, and FREE! Click HERE to transfer your service online. You can also call or visit any MBC office to request your transfer. If you relocate your services without providing advance notice to MBC, you may be subject to interruptions in service and additional service fees.

If you are you going TAD/TDY or planning an extended absence, you may suspend your MBC services and billing for periods ranging from two weeks to 120 days. MBC will allow you to keep all MBC equipment installed in your residence while your account is suspended. You will remain responsible for the MBC Equipment, including any loss or damage, while the account is suspended. To be in suspended status, you must have a valid email address on file, have a credit or debit card on file, and be enrolled in AutoPay. MBC will only support a request for suspension if, during the period of suspension, no other person(s) will be occupying your residence (building and room number). MBC can only support one active (or suspended) account per residence. If an account is on suspended status and a request for new service is made for the same residence, then MBC will disconnect the suspended account to honor the request for new services. In this circumstance, the suspended account will receive a final billing posted to the credit or debit card on file, including charges for non-recovered MBC equipment.

Barracks / Dorms
Customers who reside in barracks or dorms with pre-installed MBC modems can disconnect their services online.  Your monthly service fees will continue until the date of your requested installation.  Prorated charges will be issued to your account effective the date of disconnection. A final payment will be collected either in person or by using the debit or credit card on file. If you have a credit balance after disconnection, MBC will issue a refund to either the credit or debit card you have on file or by check within thirty (30) days of the date of disconnection.

Family Housing
Customers who reside in family housing will need to return all MBC Equipment to one of MBC’s on-base offices. Your monthly service fees will continue until the date all MBC Equipment is returned. Prorated charges will be issued to your account effective the date of disconnection. A final payment will be collected either in person or by using the debit or credit card on file. If you have a credit balance after disconnection, MBC will issue a refund to either the credit or debit card you have on file or by check within thirty (30) days of the date of disconnection.

All customers must use MBC issued customer premise equipment (“MBC Equipment”) to access MBC services. MBC Equipment includes wired or wireless cable modems and wireless extenders. Equipment rental fees vary by type of equipment. All MBC Equipment remains the property of MBC. You will be responsible for MBC Equipment issued to your account. MBC will replace MBC Equipment that does not function properly or fails as a result of normal operation. You will be held financially responsible for MBC Equipment that is lost, stolen, or damaged. Rental fees and charges for lost, stolen, or damaged MBC Equipment can be found HERE.

The MBC Subscription Services Agreement, MBC HSD Acceptable Use Policy, and the MBC Subscriber Privacy Notice set forth our policies, our procedures, the terms of use for our services, and your rights as an MBC customer. By accepting service from MBC, you agree to comply with these documents as they may be modified from time to time by MBC at its sole discretion. Copies of these documents can be found HERE.