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We are committed to providing you with the best
possible service.
Please read this page
before you
call for repairs to minimize the inconvenience and costs
of a service outage.
BEFORE YOU CALL
Try to locate the problem before you call MTCO.
1.
Unplug all telephones
, (and other devices) from
your
telephone line jacks
. Reinstall the equipment
one piece at a time to determine which piece is
creating the problem. If your phone equipment is
the problem, contact the manufacturer or the store
where you bought it.
2.
Plug in a single line phone
directly into the
modular jack that’s enclosed in the network
interface device that is installed on the outside of
your home. By plugging into this modular jack, you
will remove any problems that could be caused
from the internal wiring in your house.
If the trouble is in the premise wiring or jacks, MTCO
will repair it if you cannot, but you will pay for the
repair unless you have an MTCO “Home Guard Line
Minder” Plan.
REPAIR CHARGES
You will not be charged if:
• the trouble is in an outside line.
• you have an MTCO Home Guard Line Minder
Plan.
Otherwise, both residential and business customers
will be charged:
• $40 service call charge.
• $40 for each 1/2 hour or any part thereof.
• Material costs.
MTCOHOME GUARD LINEMINDER PLAN
(Wire Maintenance)
Residential Customers . . . . . $2.00 per month, per line
To Order, Call . . . . . . . . . . . . . . . . . . . 1-815-795-5161
MTCO EMERGENCY SERVICE
Toll Free . . . . . . . . . . . . . . . .
“611”
or
1-815-795-5165
WHO IS RESPONSIBLE FOR REPAIRS?
Customer Phone Company
Inside Wire
Buried Phone Cable
Modular Jack
Pedestal
Telephone Device
Buried Service Cable
(Modem, Fax, Ans. Machine, etc.)
Network Interface
All telephone devices that also plug into A.C.
power are especially susceptible to damage during an
electrical storm. Please be sure to disconnect these
devices from the telephone line jack before calling to
report a line that is out of order. You will be charged
for a service call if the problem is found to be in your
customer-owned equipment.
FAIR RESOLUTION OF COMPLAINTS
We believe that our customers deserve to be
treated with respect, courtesy and honesty. If you have
a complaint or grievance about our telephone services,
billing or other policies and procedures,
we want
to hear from you
so that the matter can be settled
fairly. Our service representatives and technicians
have the responsibility to answer your questions in
a professional manner. If you are not satisfied with
the Company’s position, you may contact the Illinois
Commerce Commission at 800-524-0795, 1-800-858-
9277 (TTY) or send your concerns in writing to:
Illinois Commerce Commission
Consumer Services Division
527 East Capitol Avenue
Springfield, IL 62701
Repair Service