To report a problem with your telephone service or to report a telephone out of order:

(24-hour answering)
967-3171
TOLL FREE 1-877-967-3171

Problems with your telephone service can be caused by:

• Our lines or telephone switching equipment
• Telephone equipment that you lease from us
• Inside wiring or telephone equipment that you own

When you call, we do our best to locate and clear the trouble. If it's found to be on our side of the Network Interface Device, we will take quick action to correct the problem and, of course, there will be no charge to you (unless the damage is due to negligence on your part).

If the problem is determined to be on the customer side of the device, you are responsible for any repairs and a $48.00 trip charge will be applied to your next bill,unless you subscribe to Trip Charge Assurance. You may make the necessary repairs yourself, have someone else make them, or have Tele-Media Solutions make them. A second trip charge would then apply, as well as a premise work charge, plus materials.


HOW CAN I AVOID POSSIBLE TRIP CHARGES?

• Check to see if all your telephones are on hook.
• Perform a visual inspection of all exposed inside wiring and connections for damage and loose connections.
• Isolate jack or inside wiring problems by moving a working telephone to each jack to determine which location is causing the problem.
• If you have a fax machine, answering machine or cordless telephone, disconnect that equipment. Plug a known working telephone into the jack a few minutes later and see if the problem goes away. If yes, it is likely that the problem is due to malfunctioning equipment that you own. The Network Interface Device (NID) is located on the outside of your residence/business.

The NID is whereTele-Media Solutions’ service wire attaches to the customer’s wire for your house or building. The NID has atelephone service test outlet where you can plug a telephone set in for testing.

• Open the protective cover on the NID
• Disconnect the modular plug from the test outlet
• Plug a telephone set you know is working into the test outlet

If you have dial tone at the NID, the trouble is in your inside wiring, jacks, or telephone device. You maymake the necessary repairs yourself, have someone else make them, or have Tele-Media Solutions make the repairs for you. A trip charge, premise work charge, plus material costs may apply.

If you do not have dial tone at the NID, the problem is verified to be on Tele-Media Solutions’ side of the NID and will be repaired at no charge to the customer.


TRIP CHARGE ASSURANCE

Eliminate the standard $48.00 trip charge with Trip Charge Assurance at the low monthly charge of $2.95.(Must retain for a minimum of 12 months with a one time service order charge of $6.50.)