FAQs

Frequently Asked Questions

We are here to help you

  • The monthly fee section shows all the discounts applied to your account, as well as their respective expiration dates.
  • The credits will appear in the adjustments section, and the discounts are listed in the monthly fee section.
  • Services are suspended when an account becomes 50 days past due.
  • Your account is past due if it shows a previous balance. You will find this information in the fee summary.
    • If you make a payment after the end of your billing cycle, the payment will be reflected on your next invoice.
  • Government Taxes and Fees:
    This line item includes the taxes or fees that communications companies are legally required to charge their customers. These may vary from time to time without prior notice and are the following: (A) 911 Emergency Service Fee – This fee is established by the 911 Service Governing Board to help cover the costs of the service. (B) Puerto Rico Sales and Use Tax (IVU) – This fee is established by the Government on the sale and use of services and equipment.
    Other Charges:
    These charges are not taxes or governmental fees, but rather Liberty’s recoupment to cover its costs for fees paid to the government or agency. Liberty is not required by federal or local law to impose these charges. These charges are subject to change and are as follows: (A) Federal Universal Service Fund Fee: This amount represents the charges levied by the Federal Communications Commission (FCC) on Liberty for the Federal Universal Service Fund. This fee is adjusted based on the contribution factor established by the FCC every quarter. (B) Puerto Rico Universal Service Fund Fee: This amount represents the charges levied by the Telecommunications Bureau of Puerto Rico (NET, by its Spanish acronym) on Liberty for the Puerto Rico Universal Service Fund. This fee is adjusted based on the contribution factor established by the NET every quarter. (C) Regulatory Fee: It represents the charges levied by the NET on Liberty for telecommunications services. (D) Franchise Fee: It represents the charges levied by the NET on Liberty for cable television services. (E) FCC Cable System Subscriber Fee: It represents the charges levied by the Federal Communications Commission on Liberty for cable television services.
  • You will find your invoice’s due date on the top left corner of the first page (“Due date”) and on the bottom left side of the payment stub (“Your payment is due on”).
  • You will find your account balance at the bottom of the Summary of Charges, on the first page of the invoice.
  • You will find your account balance at the bottom of the Summary of Charges section, on the first page of the invoice.
  • A late payment fee of $15.00 is charged when your account turns 40 days past due.
  • It refers to the charges or credits included in an invoice when a service is added or eliminated during a period that has already been billed. If a service is eliminated, you will only be billed for the time you used the service, based on your daily rates.
    For example, if your billing cycle ends on the 16th of each month, and you make a change in your account (by adding or removing a service) on the 2nd day of the month, you will see a prorated charge in your invoice corresponding to the period from 2/2 to 2/16.
  • You can make your payments through Mi Liberty or at our stores, at your nearest Banco Popular branch, or by calling 787-355-0606. You can download our manual from this link to learn more about these payment methods and how to use them.
  • You can download our manual from this link. It will help you identify the changes made to the invoice and understand each of its sections. For additional assistance, you may call us at 787-355-0606.

    Electronic Invoice

    • Mi Liberty
      • Sign up at our Mi Liberty portal, where you will be able to view your balance, issue payments and have access to your last 12 invoices.
    • Easy Payment
      • You don’t need to be registered in Mi Liberty to use this option; just click on “Easy Payment” and provide the information requested. Once you get access, you will be able to see your outstanding balance and make a payment using a credit card, checking account, or savings account.
    • Direct Debit
      • This is the fastest and simplest payment option. You can use direct debit to make your payments via ACH electronic transfers from savings or checking accounts or from credit cards.
    • Channel 98
      • Tune into this channel and press B on your remote control to view your account information, make minimum payments, and access your last three invoices.
    • Payment Stations
      • You can make electronic payments through our payment terminals located at our service centers or kiosks during regular business hours. To find our locations and their business hours, click here.
    • BPPR ATM
      • To use this option, you must be a BPPR client, be registered in BPPR’s Mi Banco, or have issued a payment through TeleBanco Popular. To pay, use your debit card and follow the steps below:
        • Enter your PIN
        • Select “Payments”
        • In the menu, choose “Make Payment” and select Liberty
        • Enter the amount you wish to pay
    • Banks
      • You can make your payment at the nearest branch of any of the following banks:
        • Banco Popular
        • Oriental Bank
        • First Bank
    • Paga Aquí Program
      • To find additional payment stations at supermarkets and other authorized establishments, just click on, Paga Aquí.
    • Service Representative
      • Dial 787-355-0606 to talk to a representative that will assist you in the process of making your payment. This service has a fee of $1.99.
    • Mail
      • You can mail your payment to the following address: Liberty Cablevision of Puerto Rico
      • PO Box 71496
      • San Juan, PR 00936-8596
    • Go to Mi Liberty
    • Click on “Register”
    • Fill in the information required:
      • Account Number
      • Email
      • Phone Number or Last 4 digits SSN
      • Create a password
    • Review and accept the “Terms and Conditions”
    • Click on “Register”
    • You will receive an email with a one-time link confirming that your Mi Liberty account was created.

  • In the interest of a greater transparency and convenience for our customers, we have made the following changes:

    • You will be able to view a summary of charges, including: previous balance, payments, adjustments, miscellaneous fees, monthly fees, discounts, one-time fees, taxes, tariffs, and total amount due.
    • You will find a QR code that you can scan with your cell phone to make your payments through Easy Payment, as well as a payments and adjustments section.
    • You will see a section for important messages and information.
    • You will be able to view your plan’s detailed monthly charges, including a breakdown of all the service fees and a section for partial and/or prorated fees.
    • Log into  Mi Liberty
    • Go to “Account Settings” on the right side of the screen.
    • Select “Link Accounts”
    • Enter the number of the new account you wish to add
    • Enter the last four (4) digits of your Social Security Number or the phone number associated to your Liberty account.
    • Select “Link Accounts”
    • Log into Mi Liberty
    • Go to “Account Settings” on the right side of the screen.
    • Select “Notification Settings”
    • Select the method to receive your alerts
    • Log into Mi Liberty
    • Click on “View Payments and Invoices”
    • Select “Payments”
    • This will show you the payment date, amount, payment method, and confirmation on whether it was processed or not
    • Log into Mi Liberty
    • Click on “View Payments and Invoices”
    • Select the box for “Paperless Invoice”
    • A notification will be emailed to you when your invoice is ready.
  • For your convenience, you will be able to view to up to 12 invoices after registering in Mi Liberty.
  • The direct debit service will become effective in 30 days.
    • Log into Mi Liberty
    • Go to “Account Settings” on the left side of the screen.
    • Select “Direct Debit” in the section of “Tool Settings”
    • Click on “Sign up for Direct Debit” on the right side of the screen.
    • Select the payment method you wish to use
    • Enter the required information
    • Select the box for “Service Terms and Conditions”
    • Select the option “Create”
    • Go to Mi Liberty
    • Click on “Register”
    • Fill in the information required:
      • Account Number
      • Email
      • Phone Number or Last 4 digits SSN
      • Create a password
    • Review and accept the “Terms and Conditions”
    • Click on “Register”
    • You will receive an email with a one-time link confirming that your Mi Liberty account was created.
  • The monthly fee section shows all the discounts applied to your account, as well as their respective expiration dates.
    • Mi Liberty
      • Sign up at our Mi Liberty portal, where you will be able to view your balance, issue payments and have access to your last 12 invoices.
    • Easy Payment
      • You don’t need to be registered in Mi Liberty to use this option; just click on “Easy Payment” and provide the information requested. Once you get access, you will be able to see your outstanding balance and make a payment using a credit card, checking account, or savings account.
    • Direct Debit
      • This is the fastest and simplest payment option. You can use direct debit to make your payments via ACH electronic transfers from savings or checking accounts or from credit cards.
    • Channel 98
      • Tune into this channel and press B on your remote control to view your account information, make minimum payments, and access your last three invoices.
    • Payment Stations
      • You can make electronic payments through our payment terminals located at our service centers or kiosks during regular business hours. To find our locations and their business hours, click here.
    • BPPR ATM
      • To use this option, you must be a BPPR client, be registered in BPPR’s Mi Banco, or have issued a payment through TeleBanco Popular. To pay, use your debit card and follow the steps below:
        • Enter your PIN
        • Select “Payments”
        • In the menu, choose “Make Payment” and select Liberty
        • Enter the amount you wish to pay
    • Banks
      • You can make your payment at the nearest branch of any of the following banks:
        • Banco Popular
        • Oriental Bank
        • First Bank
    • Paga Aquí Program
      • To find additional payment stations at supermarkets and other authorized establishments, just click on, Paga Aquí.
    • Service Representative
      • Dial 787-355-0606 to talk to a representative that will assist you in the process of making your payment. This service has a fee of $1.99.
    • Mail
      • You can mail your payment to the following address: Liberty Cablevision of Puerto Rico
      • PO Box 71496
      • San Juan, PR 00936-8596

  • This video will explain everything you need to know about Liberty Go.

  • This video will tell you about the criteria for using Liberty Go.

  • Learn how to download the application here.

  • See the instructions to synchronize Liberty Go with Mi Liberty.

  • This video shows you how to set up your favorite channel guide, parental controls, scheduled programming with One Pass, as well as other features.

  • This video shows you how to set up your favorite channel guide, parental controls, scheduled programming with One Pass, as well as other features.

  • Download de Guide here.

    Connect Box

  • This video explains everything you need to know about the Connect Box Modem. You will learn:

    • Where to place it
    • How to install it correctly
    • What the different lights mean
    • How to change the password
    • How to connect your devices to Wi-Fi
    • Among other details

    Download the Installation Guide here.

    Modem TG2482A

  • This video explains everything you need to know about your new TG2482 modem.

    Download the Installation Guide here.

    UNBOXING 3D

  • Learn how to install and use the Unboxing Hub TV.

    HOW TO RECORD

  • One of the best things about Hub TV is that you can record your favorite movies, series, and content. With this simple video, you will learn all the ways you can record content, so you won’t miss a single second of entertainment.

    Download the User Manual here.

  • This video provides detailed information about the equipment, how it works, steps for self-installation, the meaning of its different lights, and how to change the password and SSID.

    Download the User Manual here.

  • At Liberty Business, we have created a portal with a lot of information about the technological equipment we offer. Solve problems, learn essential tasks and discover more of what your team’s technology can do for you at this link.

    SIM card o eSIM

    My Liberty App

  • It is our new application for IOS and Android where you can manage your business service account from your mobile or tablet.

  • Definitely. This is one of the biggest advantages of using the app. Watch this video to learn how to pay your bill.

  • My Liberty App is a totally free application for you.

  • If you’ve never signed up for Mi Liberty, you’ll need your Liberty Business account number.

    If you are already registered in My Liberty, you can use your same credentials to access the application.

  • You can make your payments, see invoices, link your accounts, see your active services, and access various support and support alternatives.

    If you want to link your accounts, watch this video where we explain how to do it.

  • Correct. The application is available for both iOS and Android. Download it here. Watch this video that explains the entire process of downloading and installing the application.

  • Correct. We invite you to download the app and learn to use it so that your transition is quick and effective.

  • That’s how we designed it! We didn’t want to complicate your life so you can use your same My Liberty credentials to access the My Liberty App. See the steps here

  • You must have a team with at least the following characteristics:

    • Smartphone with Android operating system Version 4.0 or higher
    • Internet connection: The recommended connections for a good viewing experience are: 3G to view standard definition (SD) programming and 4G/4GLTE or WI-FI to view standard high definition (HD) programming.
    • IOS- Operating system 9.0
    • Internet connection: The recommended connections for a good viewing experience are: 3G to view standard definition (SD) programming and 4G/4GLTE or WI-FI to view standard high definition (HD) programming.

    Recommendation: For mobile devices, the most appropriate for a good experience is to use a WI-FI connection.

  • Definitely.

  • Don’t worry. This happens to all of us. See here what you have to do if you need to recover your credentials.

    Liberty Business WOWfi

    1. Open the Liberty Business WOWfi application and select the option to Set up Liberty Business WOWfi. 
    2. The application will ask you to enter your name and an email address. This data will be used for your new Plume account.
    3. Create the password for your Plume account; it should have at least 8 characters.
    4. You will receive an email. Click on the link and continue the process. 
    5. You will be shown the basic steps to connect your first pod. This pod will become the Gateway for your Plume network. The information buttons for each step will show additional details.
    6. Connect one pod via Ethernet to your modem.
    7. Plug the pod’s electric cord. Restart your modem. The modem should also be disconnected for at least 30 seconds until you proceed to the next step.
    8. Once you’ve completed the steps to connect your Gateway pod, click on Next to continue setting up the SSID.
    9. The LED will keep blinking slowly until the pod connects to Plume’s cloud. After it connects, the LED will turn off, and the application will ask you to enter your new Wi-Fi name (SSID) and password for each of the available zones (Secure Zone, Employee Zone, and Guest Zone). Each SSID and password must be unique. 
    10. If you have more than one pod, start connecting them now. Stay by each pod until they start finding each other. As each one connects to the network and the cloud, a green check mark will appear, and the LED will turn off. After adding all the pods, click on Finish.
    11. Make sure to enable the alerts. This will help you track activity in your network.
    12. The Liberty Business WOWfi app will ask you to join the new Wi-Fi network with your mobile phone.
      1. Tapping Join will quit the Liberty Business WOWfi app and take you to your Wi-Fi settings.
      2. When you return to the Liberty Business WOWfi app, a welcome message will appear showing that the device is now connected, and that the new Wi-Fi network is running.
    13. Lastly, after joining the network, you will be taken to the home screen.

    Over the next 24 hours, your new Plume Wi-Fi network will be optimized to achieve the best performance for your connected devices.

  • If you have problems logging into Liberty Business WOWfi, clear the app’s storage and cache.

    This usually helps solve almost any problem with the application itself.

    Follow the steps below to clear the application storage and cache.

    Android devices:

    1. Go to your phone’s Settings.
    2. Scroll down until you find the Apps option.
    3. Look for the Liberty Business WOWfi app and tap on it. 
    4. Tap on the Storage & cache option.
    5. Tap the options at the bottom of the screen to Clear storage and cache.
    6. Reopen the Liberty Business WOWfi application and log in.

    iOS devices:

    1. Go to the home screen and select Settings.
    2. Scroll down. Select the Liberty Business WOWfi application.
    3. To clear the cache, enable the application’s toggle ‘Reset cache on next start’.
    4. Restart the Liberty Business WOWfi application and log in.

  • After setting up Liberty Business WOWfi, follow the steps below to log into your HomePass application and other mobile devices.

    1. Tap the Log in option.
    2. When you tap on Log in, you will be asked to enter the email address you used to set up the Liberty Business WOWfi app.

    We provide two options for you to log in securely:

    • Log in with Magic Link: This option will send out a verification email with a temporary token to log into your account.
    1. Enter your email address and click on Next.
    2. Tap on the option to Open email application to go to your inbox.
    3. Find the email sent by Plume Support and tap on Verify email. Then, you will be redirected to the Liberty Business WOWfi app and be logged in.

    Note: This option is very useful if you forget your password.

    • Log in with password: tap the option to Log in with password. You will be provided a space to enter the password you chose during the setup of Liberty Business WOWfi. After entering the password, click on the Log in option at the bottom of the screen.

  • You need to have an active high-speed internet connection, the Liberty Business WOWfi application, membership and pods to begin setup.

  • The Liberty Business WOWfi application will guide you through the easy setup process, starting with creating your Plume account. Connect a pod (preferably SuperPod) to your modem or router by Ethernet cable. 

    Add the rest of the pods to complete the setup. Please note that you need to leave the gateway pod connected to the modem via Ethernet to maintain your Plume network.

  • When it comes to getting the best performance out of your Plume network, pod placement is everything! While every business has a unique size, shape, and Wi-Fi environment, here are some guidelines for maximizing your speeds.

    We recommend one SuperPod or PowerPod for every two sites within the business. Pods should be spread evenly around the facility, especially in open spaces where it is more common to use Wi-Fi. Typically, SuperPods should be placed about 30-40 feet apart through walls and 60-80 feet apart for large open spaces (such as a dining hall). Pods should be placed 15-20 feet apart in wall spaces and 30-40 feet apart in open spaces. PowerPod range is around 21-30 feet through walls and 42- 59 feet in open spaces.

    Be sure to position pods in central locations along interior walls of your home to take advantage of the pods’ omnidirectional radios!

    For more information and tips for the best placement for your pods, click here. 

    https://support.plume.com/hc/en-us/articles/360023821573

  • My Business Access is Liberty Business’s new account management platform for enterprise customers with 30+ mobile lines.

  • It’s designed to provide comprehensive control over your account. It offers features like viewing account details, managing lines, paying bills, export reports and making various account changes.

  • Yes. My Business Access is replacing the Premier platform. While Premier served our enterprise customers well, My Business Access introduces enhanced functionality, a more user-friendly interface, and additional features for a more efficient and smoother account management experience.

  • To change your password for your profile on My Business Access, first log in to your account. Once you’re logged in, you’ll see an icon of a person at the top right corner of the screen. Click on this icon and select “profile settings” from the drop-down menu. Within the profile settings, you will find the option to change your password. Simply follow the prompts to set a new password for your account.

  • Log in to My Business Access. Under the “Settings” section, go to “manage platform users”. Here, you will find the option to add other authorized contacts in your business account.

  • Yes, you can access My Business Access from anywhere in the world with an internet connection.

  • My Business Access is the account management platform for accounts with 30+ mobile lines. For accounts with less than 30 mobile lines, the account management platform will be My Liberty.

  • To be able to create an account for another user you will need the name, last name and email of the contact to be created.

  • You will need the newest version of Google Chrome, Edge, Firefox, or Safari.

  • Credit cards such as Visa, Mastercard, Discover, American Express and Diners Club are accepted as payment methods. In addition, debit cards and ACH transfers are also supported.

  • To access your payment history details, please log in to My Business Access and navigate to the “billing” section. Next to the billing dashboard, you will see a link for “View payment history”. Click on this link to view your payment history details. You have the option to filter your payment history by billing accounts or by a specific period of time.

  • To activate or manage your autopay settings for each billing account, you need to log in to My Business Access. Once you’re logged in, head to the “Settings” section and then click on “Autopay”. From here, you’ll be able to manage your autopay settings for each of your billing accounts.

  • To deactivate or manage your autopay settings for each billing account, simply log in to My Business Access and head to the “Settings” section. From there, select “Autopay” and you’ll be able to make any necessary changes.

  • With My Business Access you will be able to view up to 24 months of previous bill history.