Marseilles, IL-2020-Archive

Repair Service

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.

MTCO EMERGENCY SERVICE Toll Free . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 611

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.

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 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

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