Frequently Asked Questions

How can I get help using this service?

This website is owned and operated by WhiteFence ("we," "our," or "us"). For additional help using the WhiteFence service, click the "Feedback" link at the bottom of any page or call 1-866-839-5838.

What does "Best Price Guarantee" mean?

Our Best Price Guarantee means that you will receive the best price that each of our participating service providers offers (online or otherwise) for a product or service at your particular location. You may actually receive a better price for many products and services through this site than otherwise available because of the special discounts many of our service providers offer to our users. Click the "Best Price Guarantee" link at the bottom of any page for complete details.

What is the "Credit Card Guarantee"?

We are committed to protecting your credit card security, and we guarantee the safety of your credit card information. Our Credit Card Guarantee means that if fraudulent charges are ever made to your card as a result of credit card information stolen from our servers or while en route to one of our service providers, we will reimburse you for the amount of those fraudulent charges for which you are legally responsible. Click the "Credit Card Guarantee" link at the bottom of any page for complete details.

Is this service free?

Our service is free to our users. Of course, you will still have to pay for the products or services that you purchase and any associated charges, such as installation fees and taxes, if applicable. Unless otherwise noted on the Best Price Guarantee page, all products and services offered on our system come with a Best Price Guarantee from the service provider.

How does the service work?

After your first login, you will automatically start with the first service category appearing on the side navigation bar at the left side of your screen. You may at any time, however, jump back and forth among service categories by clicking on any service category on the side navigation bar. Once you have selected a service category, check the box next to each of the service providers you want to consider (up to three at a time) and click the "Compare" button. After you have reviewed their offerings, click the "Order" button that relates to the service provider whose services you would like to purchase. Finally, complete the order form and click the "Submit" button. Your order is sent directly to the service provider. Later, check your Account Summary for the status of your orders.

What is my Account Summary?

The Account Summary contains a record of the services you order through this site and helps you keep track of confirmation numbers, service plans, start dates, and customer service phone numbers. In addition, your Account Summary is the place where you obtain order status confirmation from your service provider. The Account Summary button is located near the bottom of the navigation bar on the left side of your screen.

What is the difference when I "Submit" vs. "Save" an order?

Clicking "Submit" sends the order to the service provider. Clicking "Save" simply saves the order until you later decide to submit, edit or cancel that order. You may access your saved orders by clicking "Account Summary" on the side Navigation Bar.

How should I navigate through this site?

The navigation bar on the left side of your screen is your guide to the services that this site offers. Simply click on any button or service category that you find of interest. Once you have selected a service category, use the command buttons at the bottom of each page to proceed through that category. When available, use the navigation bar in the upper right corner of the page to move back within that service category.

May I use the "Back" button on my browser?

To ensure peak functionality while navigating within this site, use the navigation bar on the left side of each screen and the navigation bar at the upper right corner of your screen instead of the "Back" button on your web browser. Each page on this site is dynamically generated. The "Back" button on your web browser recalls only static images. You will receive a message advising you not to use the "Back" button when the dynamic page differs from the static page.

How do I change my Password or User Name?

To change your Password and User Name, click on the "My Profile" link at the bottom of any page and click the "Change" buttons next to "Password" and "User Name."

What if I lose my Password or User Name?

To gain access to the service after losing your User Name or Password, click the password recovery link appearing on the login page, contact the representative who issued them to you, or call 1-866-839-5838.

When will I find out if my orders are accepted?

To view the status of your orders, select "Account Summary" from the left-hand navigation bar. Service provider communications will be delivered to you through the Account Summary.

Who is responsible for providing the services and products that I order?

All purchases through this site are directly between you and the service providers that you choose, just as if you used the telephone to contact them directly. We are enabling your connection with the service providers and are not providing any of the services, nor are we responsible for any action or failure on the part of any service provider. Any questions or comments relating to the quality of the service you receive from a service provider should go directly to the service provider and not to the leasing agent. In addition, you may contact us by clicking on the "Feedback" link at the bottom of any page to comment on the quality of the service you have received from any service provider.

May I use different payment methods for different services?

The payment options available to you are set by the service providers. Often you have the option of paying with credit card, electronic funds transfer, or check.

How do I confirm my requested service start dates, appointments and deliveries?

Check your Account Summary to find out if your service provider has confirmed these dates and times. If the status of your order is "accepted", the service provider will have confirmed your requested dates and times or notified you that you will be contacted to reschedule, as applicable. You will receive an email notifying you when a service provider has responded to your order, provided that your account information contains your email address. You may add your email address to your account information by clicking the "My Profile" link at the bottom of any page, then clicking the "Edit" button opposite the General Information.

Are my credit card number and other personal information secure on this site?

This site uses Secure Sockets Layer (SSL) and Private Communication Technology security standards that are supported by Microsoft Internet Explorer 3.0 and Netscape 4.0 or later. SSL encodes your personal information (such as your password, address and phone number, and your credit card number) so that such information cannot be read while traveling over the Internet. This encryption makes doing business over the Internet more secure than making a purchase by telephone. Our Privacy and Security Statement provides greater detail about our commitment to your privacy and security.

How do I change or update information about me?

Click on the "My Profile" link at the bottom of screen to edit any information that you have provided, such as credit card and banking information, email addresses and telephone numbers.

What if I share this residence with one or more roommates?

Each person using this site will need his or her own User Name and Password to individualize his or her account with a service provider. By setting up an account for each resident, one resident can purchase the cable service and another can purchase bottled water, and each person can be responsible respectively for the services he or she ordered. To obtain an additional User Name and Password for your residence, contact the representative who issued you your User Name and Password.

How do I disconnect my old services?

Click on the Disconnect link on the side navigation bar and follow the instructions to disconnect your old services.

What does it mean to "Time Out" of a session?

For your protection, the site will automatically end your session when no activity has occurred after a predetermined period of time. You will receive a notification that your session has been "timed out" when you attempt to continue, and will be given the opportunity to immediately log back in.

What system configuration do I need to run this site?

The minimum system requirements to run this site are: a computer running a web browser such as Microsoft Internet Explorer 3.0 or Netscape Navigator 4.0 with javascript support; a super VGA 256-color monitor; a mouse or compatible pointing device; the amount of RAM recommended by your web browser vendor.

How can I suggest improvements for this site?

Click the Feedback link at the bottom of your screen. We appreciate any feedback that you may give us.

How do I exit the service?

Select "Logout" from the left-hand navigation bar. All of your saved and/or submitted orders will be retained and you can login again at any time.