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OUR CUSTOMERS

Local Repair Service If you are calling locally for repair service, dial 611. For those calling from outside Shentel’s service area, please call 1-800-SHENTEL. When your tele phoneservice isn’tworkingproperly, thecausemay be in the telephone(s) you own, the wiring inside your home or business or the telephone com pany’s wiring outside your home or business. Where the problem is determines who is respon sible for repairs. Finding the source of the problem may save you time and money. How To Determine Where The Problem Is Unplug a phone that you believe is working prop erly. Locate the gray housing marked “telephone network interface” affixed to the exterior of your home, usually next to the electric meter base. Using a screwdriver, unscrew the cover fastener and remove the cover. Inside you will find a modular plug and jack, along with instructions on how to test. Simply unplug this modular jack and plug your good set into the plug. By doing this you have disconnected your prem ises and plugged your set directly into the phone company’s line. If the problem you experienced in your home continues, test one more time using a different telephone set if one is available. If the problem continues, the cause may be in the tele phone company’s line. Contact Repair Service and report your problem. However, if the prob lem you experienced in your home goes away, then the problem is with one of your sets, the inside wire or jacks. Shenandoah Telephone Company offers Service mainte nance plans and Inside Wiring Maintenance plans to its customers. See below. Service Maintenance Plans Normal maintenance covers response to repair calls during regular working hours which are 8 a.m. to 4:30 p.m., except for Sundays and company holidays. Normal maintenance is covered by the basic local service charge that you pay each month. If you wish to have service outside regular hours, you will need to decide between one of the following options: You can subscribe to After-Hour Maintenance, which would entitle you to repair service 24 hours a day. This is a monthly charge. Or you can request Call-Out Maintenance for which you will be charged on a time and material basis with a minimum call-out period of two hours.

SHENTEL’S RESPONSIBILITY

CUSTOMER'S RESPONSIBILITY

Telephone or Fax Machine

Aerial Telephone Wire

Drop Wire

Telephone Jack

Pedestal

Test Point Network Interface/ Protector

Telephone Inside Wiring

Outside Buried Telephone Service Wire

Inside Wiring Maintenance One Call Service is an optional full telephone maintenance plan which includes maintenance of all inside wire beyond the network interface device, isolation of troubles within the telephone equipment, and, in case of trouble, changing hard-wired terminations to FCC approved modular jacks. This plan is for customers who own their equipment. With Inside Wire Maintenance, Shenandoah Telephone Company will maintain the customer’s inside wire for a monthly charge per jack. Customers without inside wire maintenance will maintain their own inside wire or have an outside contractor make repairs. Shenandoah Telephone will still repair wiring for those who do not subscribe to a plan, but will charge for time and materials.

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