|
General Phone Account Info
Basic Universal Service
Your basic service consists of
• single-party local-exchange service
• continuous access to 911/E911emergency services
• access to operator services, directory assistance
• access to Installation and repair services via our office
• access to telecom relay service as appropriate
• access to local toll (In-State LD) and long distance (Inter-State LD) services
Telephone Service Customers’
BILL OF RIGHTS
• You have the right to know and control what you are buying.
• You have the right to know from whom you are buying.
• You have the right to know the full price of the goods and services you are purchasing.
• You have the right to reasonable payment terms.
• You have the right to fair treatment.
• You have the right to impartial resolution of disputes.
• You have the right to reasonable compensation for poor service quality.
• You have the right of access to basic local exchange service as long as basic local exchange service charges are paid, regardless of payment status of charges for non-basic local exchange services.
• You have the right to be free of improper discrimination in prices, terms, conditions, or offers.
• You have the right to privacy by controlling the release of your subscriber information and by controlling unreasonable intrusions upon your privacy.
• You have the right to join with other consumers for mutual benefit.
Public Service Board’s ConsumersRights.PDF
E911 and Continuous Emergency Access
All primary residential lines are entitled to continuous access to Enhanced 911 emergency service even after regular telephone service has been terminated.
E-911 is to be used only for police, fire or medical emergencies. Persons making non-emergency calls to 911 may be prosecuted. CEA is provided in accordance with Vermont PSB Rule 7.100. Further information can be obtained by contacting the Vermont Public Service Board: 802 828-2358; TTY: 800 734-8390; 112 State Street, Drawer 20, Montpelier VT 05620.
The State of Vermont provides 2 optional forms that may be of interest. The information submitted is confidential and used only as indicated by the E911 system—‘Disability Designation’ alerts emergency responders that there is a person with a disability at the 911 location; the ‘Private Citizen Designation’ suppresses the listed name associated with the 911 location, displaying ‘Private Citizen’ on the call-taker’s monitor. The phone number and physical 911 address display as usual. Both forms may be downloaded from our website, as PDF files, most city/town clerk offices have them, or give us a call.
Public Service Board forms: Private Citizen PDF, Disablity PDF
Continuous Emergency Access PDF | top
Your bill
Bills are mailed monthly, and include:
• voice service charges (for the current month);
• local and LD telephone usage charges (for the period just past);
• data services, if applicable (in advance for the coming month);
• plus applicable taxes, surcharges, and regulatory fees.
Charges for installation, prorated fees, and Order Fees for new service(s), are typically billed as onetime charges on the first bill after your order is received.
Payment is due within 30 days of the bill’s date, and becomes delinquent after the ‘due date’ indicated.
Customers are responsible for all toll charges originating at their phone.
As a SoVerNet customer, you have the right to:
• Receive an explanation of all items on your bill
• Receive immediate correction of any billing errors
• An adjustment of your payment-due date, in the event of a medical emergency, in order to avoid disconnection of service. Call us and let us know you have a medical emergency. You will be asked to have your doctor send us a report certifying the condition, within 7 days of your notification to us. The certification may be renewed after 30 days. Once the second 30-day period has elapsed, you must either pay the past due amount in full or enter into a payment agreement. Call us for details.
• Appeal to the Public Service Board if you are not satisfied with our resolution of your dispute. Your service will not be interrupted during the dispute resolution process provided the undisputed portion of your bill is paid. See our Dispute Resolution Guide
top
Directory Corrections
Nearly all directory listings are correct, but mistakes can occur in any project of such size. If your listing is incorrect in the directory, it cannot be changed until the next printing. However, we will immediately correct the listing in the Directory Assistance records. Our Customer Care Center reps will be happy to help.
top
Privacy issues
Caller ID Blocking & Calls to Toll-Free Numbers :
Per-call and per-line ID blocking do not include blocking of your Caller-ID info on calls to toll-free (800, 866, 877, 888, etc) numbers nor on 911 emergency services calls. These numbers retain access to your Caller ID information regardless of whether or not per-call/per-line ID blocking is in effect. In the case of the toll-free numbers, this is, in part, because the FCC has determined that because the recipient pays the charges they are entitled to the information. In the case of 911 calls your information is not blocked so that emergency services can render aid.
• Free per-call and per-line Caller ID blocking are built-in features of your service. Per-line blocking is a service for those persons who feel they are at risk of harm or who have un-published numbers, and requires a signed request order.
• Non-directory Listed and Non-published Numbers:
Non-Directory (‘un-listed’) and Non-published (‘un-published’) listings enable you to control, to some degree, the level of privacy of your telephone number(s)
- Un-Published Number—This means your phone number will not be published in the directory, nor will it be available through Directory Assistance
- Un-Listed Number—Your number is not printed in the directory, but it is available through Directory Assistance
See: Calling Features—Blocks | Un-Published/Un-Listed Business • Residential | top
|
