GrandRiver2024

Service & Billing

Establishing Or Transferring Phone Service

To establish or transfer residential and/or business phone service, please call your local business office. To enable us to process your order to establish phone service, we will need to know your complete address and how you want to be listed in the directory. We also need to know about previous phone service in your name and other credit information. We will ask for identification and a contact number. Deposit Policy Customers may be asked to pay a deposit to establish service. The amount of your deposit is determined when you apply for service. You Will Be Billed For Installation And Changes In Your Service All changes, except termination of service and disconnection of cer tain options, require a service charge. The amount you are charged depends on the type of change requested. • Service order - you are charged for the processing of your order when you install or make changes in service. • Central office connection charge - this charge is for the work we do to connect your line to the central office. Additional charges may apply if special construction is needed to connect your service. • Time and material charges - this includes an hourly rate for straight time, an hourly rate for overtime, a charge for the material used and work performed, and an equipment charge if applicable. • Trip charge - this charge is for the cost of making the trip to your location. • Programming charge - this charge applies for programming changes in the digital central office equipment after the initial installation. There is no charge to disconnect phone service. Contact your local business office for current rates and charges. How You Are Billed Charges for local service and internet access are billed one month in advance. Toll calls and repair charges are billed after they occur.

Error On Your Bill If you have a question regarding your bill, call your local business office. Explain the possible error to a customer service representative. If the error cannot be resolved, please pay the undisputed charges on time so you’ll maintain a good payment record while the problem is being investigated. Paying Your Bill On Time, So Your Service Will Not Be Disconnected If your payment is not received by the due date, or you do not meet payment arrangements, your service may be disconnected. How To Get Your Service Restored All relevant past charges must be paid before your service can be reconnected and you will be charged a restoral fee. You may also be asked to pay a deposit. CPNI Under FCC rules governing the use and disclosure of Customer Proprietary Network Information (CPNI), we can only discuss CPNI at our retail locations with those individuals listed as an authorized user on the account and presenting a government issued photo ID. CPNI includes call detail information and certain account information, including the amount of your bill. For phone inquiries, other rules dictate how we authenticate a customer. You may add authorized users to your account by contacting your local business office.

12