Transition of Verizon Exchange Email to Intermedia

Frequently Asked Questions


What will happen on April 1, 2019?

On April 1, 2019, you become a direct customer of Intermedia, as explained in the notice that was recently sent to you by XO Communications, a Verizon company.  Your existing service will continue uninterrupted, except if you have encryption set up on your account (in which case you will need to follow the instructions below).

Will I receive any communication from Intermedia?

Look for an email being sent to the account owner on February 8, 2019, welcoming you to Intermedia with additional transition details.

What about pricing?

Intermedia has assigned each Verizon/XO customer to an Intermedia plan that offers equivalent services at a price that will not exceed your current Verizon/XO pricing. Please contact Intermedia’s customer service team for pricing details. You can reach them at or by calling 1-800-379-7729, option 1 (extensions) and entering 3885.

If I paid Verizon/XO by credit card, how will my billing work with Intermedia?

You will receive an invoice from Intermedia for April 2019, and for subsequent months until Intermedia collects your credit card information.  During the month of April, the Intermedia Customer Services (CSR) team will be reaching out to the account owner on file via telephone to collect the credit card information. 

If you want to be pro-active, the account owner may provide credit card information for your account by calling Intermedia at 1-800-379-7729, option 1 (extensions) and entering 3885 or contacting them at any time after April 1, 2019.

Please note that the Intermedia CSR team will ask the account owner to verify security questions for positive identification before allowing them to add credit card information to the account.

Important: Intermedia must collect credit card information before May 1, 2019 to prevent suspension of your account.

Can I provide my credit card information to Intermedia before April 1?

Unfortunately, no.  Because you do not officially become a customer of Intermedia until April 1, we are unable to collect your credit card information until April 1.

How will my billing work if I am currently set up with invoicing with Verizon/XO?

If Verizon is currently invoicing you for your service fees, Intermedia will continue to invoice you for your hosted services, using the same billing address and other information.   Beginning with your April 2019 bill, Intermedia will send your invoice via email.

Will there be any disruption in my service?

With the exception of a few accounts that have policy-based encryption, your services will continue unaffected without any anticipated disruption.  If you have policy-based encryption on your account, please read the next FAQ for information regarding steps required to make sure that service continues unaffected following the assignment of your account to Intermedia.

If I do have policy-based encryption on my account, what do I need to do?

Intermedia has identified these accounts with policy-based encryption. In order to migrate accounts seamlessly, we will need to disable your policy-based encryption service on the evening of March 31, 2019.  An Intermedia support engineer will be in contact with you prior to that time to discuss the details and steps required of you.    

How do I manage my new Intermedia account?

Managing your Intermedia account is essentially the same as it is today, through the Intermedia HostPilot® control panel.

When you speak with the Intermedia CSR team to provide your credit card information, they can also answer any questions you may have about Intermedia’s control panel.

How do I access my account?

To access your account on April 1, you can go to

You will see tab at the top of the page for users and admins. End users should choose the "For Users" tab and account admins should select the "For Admins" tab.

  1. Users should use their primary email address as their Login username, and Admins should use their primary administrator email address that was previously used to access their admin account.
  2. For both users and admins, if you do not know your password, please select the "Forgot Password" link. Admins may also call 1-800-379-7729, option 1 (extensions) and enter 3885, to speak to a CSR specialist.

Intermedia login screen

Will my account admin login credentials change?

No.  Admin login credentials will remain the same following the assignment of your account to Intermedia.

Will my account contacts change?

No.  Intermedia will import your existing account contacts to your new account. Account owners always have the option to make changes to account contacts, and we strongly recommend that you review your account contacts regularly.

Will any of the end users need to change their mailbox credentials?

No.  End users will access their mailboxes with the same credentials (username and password) that they currently use to access the service provided through Verizon/XO.

Do I need to change email client settings?

No.  We have tried to make the transition to Intermedia as seamless as possible, and there are no changes needed to your client settings.

What happens to my existing account?

Your existing hosted Exchange account at Verizon will close on March 31, 2019.