TwinLakes2022TelcoArchive

SEPTEMBER 2022

SEPTEMBER 2022

World’s fastest fiber internet.

Algood / Baxter / Byrdstown / Celina / Chestnut Mound / Clarkrange / Cookeville / Cookeville South / Crawford Gainesboro / Granville / Highland / Jamestown / Livingston / Monterey / Moss / North Springs / Rickman

twinlakes.net

17 S. Jefferson Ave. Cookeville, TN 38501

www.CookevilleInjuryLaw.net

Accident & Injury Attorney EDWARD M. GRAVES III L AW O F F I C E O F (931) 528-2017 Or Toll Free (888) 870-7040

EMERGENCY NUMBERS

POISON CONTROL CENTER (ALL COUNTIES) ........................................................... 1-800-222-1222 NATIONAL SUICIDE PREVENTION & MENTAL HEALTH HOTLINE............................................ 988

COUNTIES

FIRE

POLICE/SHERIFF

AMBULANCE

911

911 or Sheriff 931-243-3266

911

CLAY

911

911 or 615-597-4043

911

DEKALB

911 or 931-879-8310

911 or Sheriff 931-879-8142

911 or 931-879-8147

FENTRESS

911 or 931-879-8310

Police 931-879-8313

911 or 931-879-8147

• JAMESTOWN

911

911 or Sheriff 931-879-8142

911 or 931-879-8147

• CLARKRANGE

911

911 or Sheriff 931-268-0180

911 or 931-268-0111

JACKSON

911

Police 931-268-0416

911 or 931-268-0111

• GAINESBORO

911

911 or Sheriff 931-823-5635

911

OVERTON

911 or Sheriff 931-823-5635 Police 931-823-6496

911 or 931-823-2853

911

• LIVINGSTON

911

911 or Sheriff 931-864-3210

911 or 931-864-3181

PICKETT

911 or 931-528-1200

911 or Sheriff 931-528-8484

911 or 931-528-1555

PUTNAM

911 or 931-537-6357

911 or Police 931-537-6830

911 or 931-528-1555

• ALGOOD

911 or 931-858-2621

911 or Police 931-858-4111

911 or 931-528-1555

• BAXTER

911 or 931-526-2121

911 or Police 931-526-2125

911 or 931-528-1555

• COOKEVILLE

911 or 931-839-2323

911 or Police 931-839-2323

911 or 931-528-1555

• MONTEREY

911

911 or Sheriff 615-735-2626

911 or 615-735-2121

SMITH

To Obtain a Burning Permit www.burnsafetn.org Clay County............................ 699 exchanges call 615-666-4111 All other exchanges dial 931-823-6538 DeKalb & Putnam Counties ....................................931-839-2328 Fentress County ......................................................931-879-7173 Jackson County.......................................................931-621-3333 Overton County........................................................931-823-6538 Pickett County .........................................................931-864-3466 Smith County ...........................................................615-683-6361

Call Before You Dig Tennessee 811 is the underground utility notification center for Tennessee. Find out where underground utility lines are buried before you dig. Anyone planning to dig in Tennessee must call before actual work begins and you will need to provide information about the work site when you call 811. Call 811 or 1-800-351-1111

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DIRECTORY CONTENTS

TN Cert #C-0026 SECURITY

BROADBAND HDTV

VOICE

Information Page Emergency Numbers..................................................................1 Directory Contents/Officers/Directors/Staff............................2 How to Reach Us/Billing Information .......................................3 TV ............................................................................................. 4-5 Broadband...................................................................................6 Business ......................................................................................7 Troubleshooting...................................................................... 8-9 Security ............................................................................... 10-11 SmartHub ..................................................................................12 Wiring.........................................................................................13

Information Page Backup Power .....................................................................14-15 Custom Calling Features ....................................................16-18 Extended Area Service............................................................. 19 Long Distance........................................................................... 20 General Information ............................................................21-22 Community Information ......................................................23-35 Twin Lakes Bylaws ..............................................................36-41 Annual TV Customer Notice ...............................................42-43 Government Offices ............................................................44-48

Of fi cers Name

Title

Area Area I

Location

Mr. Larry J. Stafford Mr. Douglas G. Elder

President

Gainesboro (Jackson County) Byrdstown (Pickett County)

Vice President

Area IV Area VI

Dr. Gail Myers

Secretary/Treasurer

Baxter (Putnam County)

Directors Name

Area

Location

Mr. Gregory H. Brown Mr. Kent J. Brown Mrs. Marie Carlisle Mr. Kem W. Crouch Mr. Gary E. Flynn Mr. J. David Parsons Mrs. Karen Petty Mr. James D. Storie

Area V Area III Area II Area V Area I Area III Area I Area II

Jamestown (Fentress County) Livingston (Overton County)

Celina (Clay County)

Jamestown (Fentress County) Gainesboro (Jackson County) Livingston (Overton County) Gainesboro (Jackson County)

Celina (Clay County)

Staff Name

Title

Name

Title

Jonathan West

Melissa Phillips Chad Dillon Shane Heupel Lea Ann Gore Jamie Meadows

General Manager/CEO Director of Business & Corporate Development

Human & Office Resources Manager

Anita Hix

Plant Operations Manager Director of Technology Marketing & Sales Manager Customer Service Manager

Nathan Means Joanna Williams

Business Development Manager

Accounting Controller

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HOW TO REACH US/ BILLING INFORMATION

Baxter Office: 444 Main St, Baxter, TN 38544 Mailing: PO Box 125, Gainesboro, TN 38562 Customer Service: 931-858-2151 Repair Service: 931-858-3191 Byrdstown Office: 828 W Main St, Byrdstown, TN 38549 Office Hours: 8 a.m. - 12 p.m. & 1 p.m. - 5 p.m. Mailing: PO Box 125, Gainesboro, TN 38562 Customer Service: 931-864-2151 Repair Service: 931-864-2000 Celina Office: 139 E Lake Ave, Suite B, Celina, TN 38551 Mailing: PO Box 125, Gainesboro, TN 38562 Customer Service: 931-243-2121 Repair Service: 931-243-2000 Cookeville Office: 334 S Jefferson Ave, Cookeville, TN 38501 Mailing: PO Box 125, Gainesboro, TN 38562 Customer Service: 931-476-2151 | 931-528-2005 Repair Service: 931-476-2161 Gainesboro Office: 1003 S Grundy Quarles Hwy, Gainesboro, TN 38562 Mailing: PO Box 125, Gainesboro, TN 38562 Customer Service: 931-268-2121 Repair Service: 931-268-0281

Jamestown Office: 202 Rugby Ave, Jamestown, TN 38556 Mailing: PO Box 125, Gainesboro, TN 38562 Customer Service: 931-879-5811 Repair Service: 931-879-5869 Livingston Office: 403 W Main St, Livingston, TN 38570 Mailing: PO Box 125, Gainesboro, TN 38562 Customer Service: 931-823-5511 Repair Service: 931-823-5566

Corporate Of fi ce 931-268-2151 200 Telephone Ln, PO Box 67 Gainesboro, TN 38562 Tech Support 24/7: 931-268-0281 TOLL FREE 1-800-644-8582 twinlakes.net

Business Hours: Monday through Friday 8 a.m. - 5 p.m. Twin Lakes Sure Cast Weather Line Info - 931-476-1000 Get time, temperature and the latest Twin Lakes services. Local for all Twin Lakes customers.

Message us! Have a question about services/billing, or need assistance with technical support? Let’s Chat! Get started at twinlakes.net today!

5 Ways to Pay Your Bill

1) Autopay When you are enrolled in our Autopay option, we will automatically debit your bank account or credit card each month for the total amount due. Added bonus! Receive $20.00 off your next billing statement when you sign up for Autopay or paperless billing! 2) Pay Online with Twin Lakes SmartHub Paying your Twin Lakes bill each month has never been easier! With our Online Portal called SmartHub, you can view your billing statement, pay with your credit card or bank

3) Pay by Mail If you want to pay your bill by mail, mail payment to the address found on your bill. 4) Pay by Phone with Secure Pay You may pay by phone using your credit or debit card by calling 888-220-6229. 5) Pay In Person Feel free to stop by any one of our seven local business offices to pay your bill. Bills and Payments Our bills go out the 1st day of every month, and payments are due by the 15th. A late payment charge may be added to bills paid after the due date. How to Get Service Restored If your service is disconnected for non-payment, previous charges must be paid before your service can be reconnected. The reconnection fee will be added to your next bill.

account, set up recurring payments, report a problem with your service, update your account information and more!

Visit twlakes.smarthub.coop

3

TV

4

TV

5

BROADBAND

6

BUSINESS

7

TROUBLESHOOTING

8

TROUBLESHOOTING

Download the “Twin Lakes TV” app from your applicable streaming device. You will be prompted to enter your username and password on the next screen. Your username and password will be provided by the Twin Lakes Customer Service Team when you sign up.

Buffering most commonly happens when you do not have enough broadband speed to download the amount of data needed to play a video, causing a stream to pause and buffer in order to prevent lag.

• Slow internet speeds (Twin Lakes offers speeds up to 10 GIG – make sure you have the speed you need!) • Weak or degraded Wi-Fi signal due to signal interference • Other users on your internet network using up all of your bandwidth

You can use the Twin Lakes TV App on: • iOS Mobile Devices and Tablets (iPhone, iPad) • Roku Devices • Amazon Fire TV Devices (Fire TV Stick, Fire TV Cube, etc.) • Android Mobile (Samsung Galaxy, Pixel4, etc.) • Android TV (Nvidia Shield TV, TiVo Stream, etc.) • Smart TV (Running Android TV, Roku TV, Fire TV) • Google Chromecast • Apple TV

The higher your download and upload speed, the less likely you are to experience buffering while streaming. Twin Lakes offers speeds up to 10 GIG (10,000 Mbps) to provide the best streaming experience for you and your family. If possible, hardwire your devices where available. Pause the video for a moment to allow data to build. Limit the number of active devices in your home, close any background downloads and apps.

• Approved Twin Lakes Set Top Boxes (Amino and Specific Entone Models)

You must be connected to a Twin Lakes broadband connection to watch the Twin Lakes TV App. You can still manage all Cloud DVR recordings from the TV App when away from home, but watching any type of content is only available when connected to your Twin Lakes broadband connection.

For additional information regarding Cloud DVR, TV Guide, Playback Controls, and more, a detailed Quick Start Guide is available at: twinlakes.net/support/tv

We recommend having a minimum of our 50/50 Mbps broadband speed for the required bandwidth for streaming on your device. However, the higher your download and upload speed, the less likely you are to experience buffering while streaming. Twin Lakes offers speeds up to 10 GIG (10,000 Mbps) to provide the best streaming experience for you and your family.

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SECURITY

10

SECURITY

11

SMARTHUB

12

WIRING

Inside wiring maintenance is available for customers for a small monthly fee. This fee covers the maintenance and repair of inside wiring that we install. If you are not currently subscribing to our inside wire maintenance, you are responsible for your own repairs. What You Should Check Before Reporting Trouble 1. If you have any customer owned equipment and/or wiring, disconnect to see if trouble clears. If we make a service call to your premises and determine that the trouble is caused by your equipment, charges for 3. Check phones to determine if trouble exists on all phones or just one. 4. If cordless phone, unplug from jack and try a corded phone. If you are still having trouble, call Twin Lakes. Install We have installed a housing called a Network Interface Device. This outdoor unit is located where your telephone wire enters your premises. This location is usually near the electric meter. Purpose of this housing: • Provides you a place to connect your telephone wires. the visit and expenses will be added to your account. 2. Check all phones to make sure they are hung up properly.

Punch a hole through the grommet and pass your wire through grommet. Open the subscriber bridge cover to gain access to top/bottom terminating rockers. Note the lid can be removed from the base for ease of wire installation. Lift one unused wire rocker. Insert the wire pair into the TIP (“T” or Green) and RING (“R” or Red) rocker until fully seated (approx. 1/2” or 13 mm). (Do not strip insulation from wire.) Note that if the wire was previously connected to the bridge, trim away the last inch (25 mm) or so of wire, removing the area previously scored by the connectors. Press thumb firmly on rocker until it snaps shut. Route wires under lid. Repeat as required. Pull lightly on all wires to verify connection. Perform all customary tests. Testing Using a screwdriver, unscrew the fastener marked “Customer Access” and open the cover. Open the customer bridge module cover (pull the front tab upward). Plug a working phone directly into test jack. WAIT ONE MINUTE . Lift receiver. If a dial tone is heard, the problem is in your premises’ equipment or wiring. If no dial tone is heard, contact Twin Lakes. Once you finished your test, unplug the telephone from customer test jack. A telephone plug is not required for normal operation. Close the cover and screw the fastener down until the cover is snug and tight.

• Provides a convenient test jack which will help you to isolate telephone line troubles. This will help you when reporting troubles to Twin Lakes.

If you decide to connect your telephone wiring: • Locate the new housing marked “Network Interface Device.” • Using a screwdriver, unscrew the fastener marked “Customer Access” and open the cover. CAUTION: INSERT A RJ-11 TYPE PHONE PLUG INTO TEST JACK PRIOR TO WIRING CHANGES.

13

BACKUP POWER

Customers with a Fiber Connection have an ONT & Power Supply with Battery Backup

Fiber ONT Testing

Using a screwdriver, unscrew the fastener and open the cover. Unplug the existing jack and plug a working phone directly into the port. Wait one minute, then lift receiver to check for dial tone. If you have dial tone, the problem is in your premises equipment or wiring. If no dial tone, contact Twin Lakes.

Power Supply with CyberPower Battery Backup Battery Indicator: Green - Indicates normal mode of operation. Red - Battery replacement required. Alarm will beep once every 15 minutes. The LED also illuminates when battery is absent. Battery Replacement: As long as utility power is on, you may leave the UPS and connected equipment on while replacing with a new battery. Step 1: Remove the battery cover. Step 2: a. Disconnect battery cable connector to remove battery. b. Replace with new battery and re-connect the battery connector. Step 3: Make sure battery is fixed properly in the compartment and close the battery cover. 1. Battery: Color – Red – Replace battery or battery is not installed. 2. Mute: Color – Yellow – Flashing, Audible alarm silenced for 24 hrs. Solid – Audible alarm is silenced until manually enabled. 3. DC: Color – Green – NXG-Vision is working off standby power. 4. System Status: Color – Green – NXG-Vision is receiving AC power to operate normally. Battery Replacement: Step 1: Remove NXG-Vision from wall mount by sliding up and disengaging locking tabs. Step 2: Remove Battery Pack from the Power Supply/Charger by sliding up and disengaging locking tabs. Step 3: Replace new battery by attaching back to Power Supply/Charger by aligning locking tabs and sliding down until flush. There will be an audible click when battery is fully seated. Step 4: Reattach NXG-Vision to wall mount by aligning tabs and sliding down. Note: As long as AC line power is available, NXG-Vision can resume operation while battery is replaced. PSI Battery Backup Visual Indicators:

14

BACKUP POWER

Your communications services are provided with our state-of-the- art fiber optic network. The network not only allows us to provide the advanced, dependable services our customers want today, but it also prepares us to meet the demands of the future. The fiber network terminated at your home requires electric power to operate. To avoid a disruption of dial tone during a power outage – and to maintain the ability to connect to 911 emergency services – we at Twin Lakes offer you battery backup power options. What Your Backup Battery Can – and Can’t – Do for You The battery we offer is approximately two pounds and is roughly the size of a brick. A battery can be purchased for $74.99. Our backup batteries are expected to last at least 8 hours on standby power. If you feel that is not enough time, you may extend your standby power up to 24 hours by purchasing 2 additional 8-hour batteries for $59.99 each. Our backup battery does not provide power to any other equipment, such as home security systems, medical monitoring devices, routers or other equipment, which will not run on the provided backup battery. Where to Obtain Additional Battery Backup Twin Lakes would like to ensure that our customers are provided reliable backup batteries that allow you to continue to use your dial tone during a power outage. Twin Lakes offers fiber option subscribers an 8-hour battery backup for $74.99 during installation. If additional batteries are purchased after initial installation of services, the customer will be responsible for applicable battery installation fees. Each battery backup has an 8-hour capacity, with a maximum of 3 batteries totaling 24 hours. By purchasing your battery backup from Twin Lakes, you can guarantee that the battery will be compatible with your equipment, and we will provide helpful information about how to self-monitor and self-test the backup battery. * The battery price of $74.99 includes the control unit and the battery; the installation charge is not included.

Instructions for Proper Care and Use of Your Battery Please follow the more detailed instructions included with your battery for proper use, storage and care of your battery to ensure that it will function as needed during a power outage. If you do not store your battery correctly, it may shorten its useful life. Environmental factors such as temperature can shorten your battery’s useful life. We recommend that you store your battery above 32°F and below 100°F. These batteries are rechargeable. They will not last forever and should be replaced every 8-10 years, or when your device starts to make a loud beeping sound. That sound means that the battery is depleted, and must be replaced. See prior instructions for purchase and replacement options. You should also periodically, as described in the instructions included with your battery, inspect your battery to verify both the operation of the backup battery and its condition.

15

CUSTOM CALLING FEATURES

Note: With Call Forwarding you cannot answer your telephone until you deactivate the forwarding feature; however, you can originate calls. CALL FORWARDING-BUSY This will allow you to forward your calls to another number when you are on the phone or Internet. **If you have call waiting, you must also have the cancel call waiting feature in order for this to work. How to use: Press *90 followed by the number that you want your calls forwarded to and the # key. To deactivate, use *91 only. If you are using this in conjunction with an Internet answering service, you may ask your business office to program this for you. CALL NUMBER DELIVERY BLOCKING This will allow the subscriber to control the disclosure of their telephone number to a called party. There are two options available on Call Number Delivery Blocking. Option 1 – Permanent Call Block This will block your phone number from being delivered to anyone with Caller ID or Automatic Recall and must be requested with your local business office. If you need to release your number for one call, you can press *82 prior to making a call. Option 2 – Call Block on a Per Call Basis If you don’t want your number delivered, you may press *67 and then dial the telephone number. CALL WAITING Informs you that another party is trying to contact you while you are engaged in a telephone conversation. You can answer the incoming call and talk privately without losing the original party. You can also alternate between parties. 1. When you are notified of the incoming call by a call waiting tone alert, depress and release the hook switch to put the original party on hold. You are then connected to the calling party. 2. To alternate between parties, depress and release the hook switch once for each transfer. Note: Each conversation between you and one of the other parties is private. 3. If you wish to end the original conversation when you hear the Call Waiting alert tone, simply hang up. Your telephone then rings and you are connected to the calling party. Note: If you choose not to answer the Call Waiting signal when you are engaged in telephone conversation, the calling party receives a ring with no answer instead of a busy tone. * For your convenience, if you have a push button telephone with tone dialing service, you may avoid the 4-second wait by pressing the # symbol which is located on the bottom right button.

ANONYMOUS CALL REJECTION Anonymous Call Rejection allows a subscriber to reject calls from callers who have a privacy feature that prevents the “delivery” (i.e., reporting) of their Directory Number (DN) to the called party. How to use: To turn this feature on , (reject anonymous calls), lift the handset and press *77 and hang up. To turn this feature off , (accept anonymous calls), lift the handset and press *87 and hang up. AUTOMATIC CALLBACK This will automatically store and redial the last number you dial. If the number is busy, Automatic Callback will monitor to see if the number you called is still busy and ring you back when the number is no longer in use within a 30-minute period. How to use: If the number you called is busy, hang up and lift the handset and press *66 . You will hear an announcement. If the called number is still busy, a voice recording will tell you that your call is next in line. Hang up and when the number is no longer busy, your telephone will ring with a series of short-short-long rings. Lift the handset and the call will be connected. To cancel: Lift the handset and listen for dial tone. Press *86 . AUTOMATIC RECALL This will let you know where the last incoming call came from and allows you to call the number back, if desired. How to use: Lift the handset and press *69 . A recording will announce the last caller, if the number is not blocked. You may choose to return the call by pressing 1 or hang up. CALL FORWARDING Automatically forwards your calls to another location when you plan to be away from your telephone for an extended period of time or you do not wish to receive any calls. Note that you, not the originating party, are billed for any toll charges when the forward-to number is outside your local area. To activate Call Forwarding, press *72 and wait for dial tone; dial the forward-to number and wait for two (2) short tones. If you are forwarding your calls to a cell phone, you must answer your cell phone to activate the service or do the option twice. The called number is stored and Call Forwarding is activated. If you wish to notify the forward-to party of the call forwarding condition, wait and the call will be placed. To deactivate this feature and restore normal service, press *73 and wait for a stutter dial tone, followed by a steady, normal dial tone and an additional stutter dial tone, then hang up.

CALL WAITING-ENHANCED Call Waiting-Enhanced is a terminating CLASS feature which allows a subscriber engaged in an active call to receive an audible Call Waiting indication followed by having the waiting party’s name/number displayed on the Caller ID equipment. This enables the subscriber to make an “informed” decision as to how to handle (i.e. answer/ignore) the waiting call. Enhanced Call Waiting is offered on a subscription basis to both residential and business customers. As a prerequisite, the customer must subscribe to Calling Number Delivery. CALLER ID/NAME DELIVERY Caller ID/Name lets you see the number and name of the calling party before you answer the telephone. The information is displayed on a calling number/name display device between the first and second rings. (Caller identification unit must be purchased by the customer.) Not all telephone companies are equipped to transmit Caller ID/Name. If a telephone company does not have the equipment to forward Name/ Number, the display device will show “out of area.” The Caller Identification Unit will show “Private” on calls from subscribers with Non-Listed/Non- Published numbers. These customers may choose to block their name/number from being displayed. CANCEL CALL WAITING Cancel Call Waiting allows you to turn your call waiting off per call. For those that have dial-up Internet, it will allow you to turn the Call Waiting feature off while you are dialed in. If you have an incoming call, this will keep Call Waiting from disconnecting your connection to the Internet. How to use: Lift the handset and press *70 prior to making your call. Once your call is completed, call waiting will be active again. If you have Internet you will need to follow the instructions from your provider.

16

CUSTOM CALLING FEATURES

SELECTIVE CALL FORWARDING Lets you choose which calls should be forwarded when you are away from your home or office. A maximum of 12 phone numbers can be on your Selective Call Forwarding list and only these numbers will be forwarded. You may forward calls to a local or long distance number but you will be charged for each completed call to a long distance number. How to use: Lift the handset and listen for a dial tone. Press *63 and listen for the recorded instructions on how to turn your Selective Call Forwarding ON or OFF and how to change or review this list. SELECTIVE CALL REJECTION This will allow you to automatically block calls from any of the numbers on the Call Rejection list you have created (maximum of 12 numbers). A rejected caller will hear a voice recording saying you are not presently accepting calls. Calls made from outside your local calling area or through the Operator may not be blocked. How to use: Lift the handset and listen for dial tone. Press *60 and listen to a recording for instructions on how to turn your Selective Call Rejection Service ON or OFF or how to change or review your list. You may add the number of the last caller to your Call Rejection list by following the voice-recorded instructions. Once the list is full, you must erase one number before another can be added. SPEED CALLING Lets you store frequently called numbers and place such calls by dialing a one or two-digit code, including long distance numbers. Speed Calling codes have a one-digit range and a two-digit range. The defaults are 2-9 and 20-49 respectively. • To use speed calling, dial the speed calling code and then either dial # or wait four seconds. • To configure one-digit speed dialings, press *74 . • To configure two-digit speed dialings, press *75 . To add a speed calling code mapping through the handset, • Dial the one-digit or two-digit access code ( *74 and *75 respectively). • A broken dial tone is played. • Enter the one-digit or two-digit speed calling code, followed immediately by the number to which the code maps. (ex. 20XXXXXXXXXX) • A confirm tone is played, then after a second of silence, solid dial tone. To use a speed-calling code that has been programmed for your telephone, dial the selected code number and the # key, then wait 4 seconds for the call to be placed.

TEEN LINE This will let you know who the call is for before you answer it by giving you a different ring pattern for each number. With Teen Line you can have up to two phone numbers assigned to your existing phone line. Each phone number will receive a listing in our directory. How to use: Wait until the full ringing pattern is complete before answering, so you will know which telephone number has been dialed. The main number will ring normally. The second line will ring with two short rings. If you have the third number, it will ring with two short and one long ring. THREE-WAY CALLING Allows you to add a third party to a previously established connection. If either party hangs up after the conference, you are still connected to the remaining party. 1. To initiate three-way calling, depress and release the hook switch to put the original party on hold. Listen for 3 stutter dial tones followed by a steady (normal) dial tone. 2. Dial the number of the third party. When this party answers you can talk privately. When you are ready to establish the conference connection, depress and release the hook switch. Note: If the third party does not answer or the line is busy, depress and release the hook switch and you are reconnected to your original party. 3. When the originating party hangs up, all parties are disconnected and the call is completed. TOLL CONTROL WITH PIN NUMBER This allows your phone to be blocked for outgoing long distance calls, unless you have a PIN number to complete the call. For instructions on using the feature, contact your local business. How to use: Dial 1 + Area Code + Telephone Number + PIN Number. Press # key.

CONFERENCING SERVICES Use our conference calling bridge for meetings, planning sessions, business calls or to stay in touch with family and friends. • Save valuable time • Avoid travel expenses • Share all your information in one call For more information, call your local business office today. CUSTOMER ORIGINATED TRACE This will allow you to automatically trace threatening or harassing phone calls from within your calling area, any time, day or night. The record of the traced call will be stored at the Twin When you receive a harassing call, hang up and lift the handset and listen for a dial tone. Press *57 and follow the voice-recorded instructions. A recording will tell whether the call trace has been completed successfully. To take legal action, record the exact date and time of the call and contact Twin Lakes business office within three days at the number provided by the voice recording. If the situation is an emergency, call your local law enforcement agency. If Twin Lakes is able to make a successful trace, there is a $10.00 fee added to your account. DISTINCTIVE RING/CALL WAITING This will automatically give you a special ring (short-long-short) and a special call waiting tone when any of the phone numbers call you which have been entered on the Distinctive Ring/Call Waiting screening list with a maximum of 12 different numbers. How to use: Lift the handset and listen for dial tone. Press *61 and listen for the recording for instructions on how to turn you screening list ON or OFF. To update your screening list, press *61 and follow the recorded instructions. NOTIFY PLUS Twin Lakes Notify Plus will allow businesses to turn their landline phone into a powerful automated messaging service that will deliver phone messages automatically to its customers. Many customers could take advantage of Twin Lakes Notify Plus service. For example, schools, organizations, restaurants, businesses, physicians’ offices, religious groups, sports teams and more. Lakes Office. How to use:

17

CUSTOM CALLING FEATURES

Voice Mail User Guide: From the phone subscribed to the service: 1. Press your voice mail access number 931-858-5000 . 2. Please enter 7777# . 3. You will be prompted to enter your PIN number. Change Your PIN: 1. Press * to access the menu. 2. Press 9 for the mailbox setup menu. 3. Press 2 to change your PIN. 4. Enter your new PIN and then press # . 5. When prompted to verify the PIN, enter it again and then press # . Record Your Greeting: 1. Press * to access the menu. 2. Press 9 for the mailbox setup menu. 3. Press 1 for greeting options. 4. Press 2 to record your greeting. 5. Record your greeting and then press # when complete. For automated greeting, skip this option. Retrieve Messages: 1. Access your voice mailbox. 2. For your first new message, press 1 to listen to your message. You will hear the announcement “You have x new messages and x saved messages.”

3. Press 1 to listen to new messages. 4. Press 2 to listen to saved messages.

VOICE MAIL Voice Mail will answer your call accurately with

your own personal greeting. To set up Voice Mailbox:

When Retrieving Messages, You Can: Press 1 Play the message again.

Press the local access number: 931-858-5000 * If you have caller ID block on your phone line, it will be necessary to unblock your number by pressing *82 before you call the message center. You will hear your mailbox number. Please enter 7777# . You will hear “Welcome to the Voice Message Center.” Follow the recorded instructions. Once the Voice Mail is set up you must forward your calls to the Mailbox. Call Forwarding-No Answer: If you want Voice Mail to answer after a preset number of rings, press *92 (followed by the local access number, 931-858-5000 ) then the # key. To deactivate, use *93 only. Call Forwarding-Busy: If you want Voice Mail to answer a “busy line” press *90 (followed by the local access number, 931-858-5000 ) then the # key. To deactivate, use *91 only. Note: Call Forwarding-No Answer and Call Forwarding-Busy can be used together.

Press 2 Save the message and play the next. Press 3 Delete the message and play the next. Press 4 Save the message as new. Press 6 Forward the message to another mailbox. Press 7 Skip backward in the message (must be done while message is playing). Press 8 Pause the message. Press 9 Skip forward in the message (must be done while message is playing). Retrieving Messages Away from Home: 1. Press your voice mail access number, 931-858-5000 . If you are calling from a number that has voice mail, it is necessary to dial the * after the access number. 2. Enter your 10-digit phone number. 3. Enter your PIN and then # . 4. You will now be prompted with the appropriate options to retrieve your messages. To Check & Receive Messages from Home: Lift the handset and listen for an interrupted dial tone and press your access number, 931-858-5000 . Enter your PIN ________.

Quick Reference Chart Here is a Quick Reference Guide:

ACTIVATE DEACTIVATE

ACTIVATE Distinctive Ring/Call Waiting *61 Selective Call Forwarding *63 Selective Call Rejection *60 Speed Calling 8 *74 Speed Calling 30 *75 Three-Way Calling Press Hook Switch Directory Assistance 411

*77

*87

Anonymous Call Rejection

*66

*86

Automatic Callback

*69

Automatic Recall

*67

*82

Caller ID Blocking

*72

*73

Call Forwarding (all calls)

*70

Call Waiting

*57

Customer Originated Trace

411 Directory Assistance is 50¢ per call.

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EXTENDED AREA SERVICE

Local Calling

FROM

TO

ALGOOD 400, 537 BAXTER 858, 476

372, 400, 432, 476, 520, 525, 526, 528, 537, 646, 839, 858, 979

Includes All Twin Lakes Exchanges Plus 372, 520, 525, 526, 528, 537, 646, 839, 979 Customers in DeKalb County must dial 10 digits to 615-597

BYRDSTOWN 864

Includes All Twin Lakes Exchanges

CELINA 243

Includes All Twin Lakes Exchanges Plus 699** Within Clay County

CHESTNUT MOUND 897 CLARKRANGE 863 COOKEVILLE (Twin Lakes Customers) COOKEVILLE SOUTH 432

Includes All Twin Lakes Exchanges Plus 677*, 683, 735, 774*

Includes All Twin Lakes Exchanges 372, 400, 432, 476, 520, 525, 526, 528, 537, 646, 839, 858, 979

Includes All Twin Lakes Exchanges Plus 372, 520, 525, 526, 528, 537, 646, 839, 979

CRAWFORD 445

Includes All Twin Lakes Exchanges Plus 839

GAINESBORO 268, 405

Includes All Twin Lakes Exchanges Includes All Twin Lakes Exchanges

GRANVILLE 653 HIGHLAND 678

Includes All Twin Lakes Exchanges Plus 735

JAMESTOWN 879, 752

Includes All Twin Lakes Exchanges Includes All Twin Lakes Exchanges

LIVINGSTON 823, 403, 462

MONTEREY 839

372, 432, 445, 520, 525, 526, 528, 537, 646, 858, 979

MOSS 258

Includes All Twin Lakes Exchanges Plus 699** Within Clay County

NORTH SPRINGS 621

Includes All Twin Lakes Exchanges Includes All Twin Lakes Exchanges

RICKMAN 498

*Must dial 1-615 or 1-629 and will be a local call if in Smith County. **Must dial 1-615 or 1-629 and will be a local call if in Clay County, providing your long distance is with Twin Lakes.

LISTED BELOW ARE THE EXCHANGES THAT THE COOPERATIVE SERVES AND ARE ELIGIBLE FOR TOLL FREE SERVICE WITHIN THE AREA:

Baxter .............................. 858,476 Byrdstown .............................. 864 Celina ..................................... 243 Chestnut Mound..................... 897 Clarkrange .............................. 863 Cookeville South .................... 432 Crawford................................. 445 Gainesboro ...................... 268,405

Granville.................................. 653 Highland ................................. 678 Jamestown ...................... 879,752 Livingston ................. 823,403,462 Moss....................................... 258 North Springs ......................... 621 Rickman ................................. 498

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LONG DISTANCE

1+

0+

Direct Dialing Rates for calls that you dial yourself are lower than for calls dialed by the Operator. Charging begins when the called telephone is answered in person or by an answering system. • To call within your local calling area, dial: 7 Digit Telephone Number • To call outside your local calling area, dial: 1 + Area Code + Telephone Number Local and National Directory Assistance • Directory Assistance: 411 411 Directory Assistance is 50¢ per call.

Operator Assisted Dialing Collect (station or person), person to person, third number billing, & time and charge calls require Operator assistance. • To place Operator assisted calls within or outside of your area code, dial 0 + Area Code + Telephone Number Twin Lakes does not bill for collect & third number calls.

0+

International Calls Rates and rate periods on calls to other countries may differ from calls to United States points. Check with your long distance carrier for rates. Direct Dial International Calls • To direct dial international calls: Press International Access Code “011” + Country Code + City Code + Telephone Number Operator Assisted International Calls • To place an international call as collect, person to person, third number, or by using a calling card: Press the International Access Code “01” + Country Code + City Code + Telephone Number

Equal Access Twin Lakes customers have equal access to long distance carriers both in state and out of state. You must contact a long distance carrier to establish an account on all your telephone numbers. Please note: You will receive a separate long distance bill for all carriers except Twin Lakes Long Distance. PIC Freeze – Twin Lakes offers subscribers an option to place a freeze on the carrier of their choice. This service will ensure that you will stay on the carrier of your choice unless we are notified by you. Rates – For rates on long distance calls, contact your long distance carrier. Changes – Your long distance carrier must be notified of any name change, address change, number change or to discontinue your long distance service . If you decide to change your long distance carrier you must notify your current long distance carrier of your cancellation, sign up with a new long distance company and notify Twin Lakes of the change. This will ensure that your billing information will be current. There is a charge to change your long distance carrier. Contact your local business office if you need a phone number for your long distance carrier.

Twin Lakes has a wide variety of calling plans to fi t your needs.

Plain & Simple Plans: 100 minutes • 250 minutes • 500 minutes 750 minutes • 1000 minutes Unlimited Residential Voice Package: Includes Unlimited Choice of Calling Features and Unlimited Long Distance

Long distance calls are billed from the 16th to the 15th of the previous month, prior to current billing. All calls are billed in one minute increments. All minutes over the package will be billed at the basic rate. Business plans & Toll Free Service are available; please call your local business office for details.

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GENERAL INFORMATION

days, Twin Lakes will assume you approve of the use of your CPNI for the purposes of providing you with information about other communications- related services. Red Flag Rules and Identity Theft Prevention Program The Fair and Accurate Credit Transactions Act of 2003, an amendment to the Fair Credit Reporting Act, required telecommunications providers to establish and implement rules and policies regarding identify theft protection to be put into operation and those rules became effective November 1, 2008. Twin Lakes adopted this sensitive information policy to help protect employees, customers, contractors and the company from damages related to the loss or misuse of sensitive information. This policy enables the company to protect existing customers, reducing the risk from identity fraud, and minimize potential damage to the company from fraudulent new accounts. For more information, please contact your local business office. Hearing/Speech-Impaired Service Telephone Communication for the hearing/ speech impaired is simpler with Dual Party Service. This service allows telephone communication between a hearing/speaking person and a hearing/speech-impaired individual who uses a Telecommunications Device for the Deaf (TDD). Specially trained operators relay conversation simultaneously between the TDD user and the speaking party. TDD Users dial ................................................ 711 Voice Users dial........................... 1-800-848-0299 TDD Directory Assistance Service ..................................................... 1-800-855-1155 The Area Code plus the seven (7) digit telephone number must be provided to the Relay Service Operator. Calls may be placed 24 hours a day, 7 days a week, including holidays. The Tennessee Dual Party Relay Center is a cooperative effort of the Tennessee Regulatory Authority and local Tennessee telephone companies. Obtaining Service By Fraudulent Means The law of Tennessee provides that it shall be unlawful for any person to obtain or attempt to obtain service by fraudulent means with the intent to avoid payment for lawful charges.

Advertising Telephone Numbers The advantage of showing telephone numbers on stationery, signs, cards, etc., is recognized, though the growth and corresponding growth and arrangement of telephone facilities may require the changing of telephone numbers. For this reason, stationery, signs, cards, etc., showing telephone numbers should not be printed in large quantities. Any customer that has a business listing with Twin Lakes is entitled to a one line listing in the Yellow Pages under the heading of your choice. For additional information concerning your Yellow Page listing, you may contact your local Twin Lakes office. Annoyance Calls The law of Tennessee provides that it shall be unlawful for any person or persons to communicate to another within the state by means of telephonic conversation, any lewd, obscene or lascivious remarks, suggestions or proposals manifestly intended to embarrass, disturb or annoy the person to whom the said remarks, suggestions or proposals are made. Any person or persons violating the provisions of this section shall be guilty of a misdemeanor. We are concerned about obscene and harassing calls. You don’t have to talk or listen to such calls; simply hang up. If the calls persist, contact your local sheriff’s office and sign up for a trace to be placed on your line. You will be required to keep a log of the times that the harassing calls are received to report to Twin Lakes. There will be a charge for this service if a successful trace is made. Any results from the trace are given to the sheriff’s office. Customer Proprietary Network Information (CPNI) is information that telecommunications services such as local, long distance, and wireless phone companies obtain about their subscribers through the provision of services. It includes not only what services they use, but also their usage. The Federal Communications Commission (FCC) requires customers to provide a password when customers contact a carrier, such as Twin Lakes, before the carrier can release any call detail or online information. It also requires carriers to notify customers of account changes. We recommend if you have not set up a password, visit your local Twin Lakes Business Office. If you would like to opt-out of Twin Lakes using your CPNI for any marketing purposes, please contact your local Twin Lakes Business Office within 30 days of receiving this notification. If no opt-out contact has been made within the 30

Telecommunications Devices Access Program (TDAP) The Telecommunications Devices Access Program (“TDAP”) is established by Chapter 417 of the Public Acts of 1999 (the “ACT”). In accordance with the Act, the program is designed to distribute appropriate telecommunications devices so that persons who have a disability may effectively use basic telephone service. The Tennessee Regulatory Authority was given the responsibility and authority to implement and manage this program. Devices are issued on a first-come, first- served basis. However, there are certain qualifiers that might enable individuals to receive devices on a priority basis. Learn more at https://www. tn.gov/tpuc/telecommunications-devices- access-programs-tdap or by calling 1-800- 342-8359. Tennessee Relay Service Customer Service at 1-866-503-0262 (TTY, Voice, ASCII, STS). Telephone Directories Every effort is made to make the directory as accurate as possible. The Company, however, assumes no liability for damages arising from errors or omissions in making up or printing of this directory. Please report any incorrect listings by calling the Business Office promptly. Tennessee Regulatory Authority Nashville Toll Free .................. 1 + 800-342-8359 Nashville Office Long Distance .................................................. 1 + 615-741-2904 Social Security Administration .................................................. 1 + 800-772-1213 Tennessee Relay Center Services TDD/TTY.................................. 1 + 800-848-0298 Voice ........................................ 1 + 800-848-0299 Toll Service Subscribers are responsible for all long distance service originating from or made collect to their telephones, regardless of who places or talks on the call.

21

GENERAL INFORMATION

all of the information requested in the form. To request a copy of the complaint form, call 866-632-9992. Submit your completed form or letter to USDA by: (1) mail: U.S. Department of Agriculture, Office of the Assistant Secretary for Civil Rights, 1400 Independence Avenue, SW, Washington, DC 20250-9410; (2) fax 202-690-7442; or (3) email: program.intake@usda.gov . TennCare Kids - Tennessee’s EPSDT Program Tennessee has made a commitment to promoting good health in children from birth until age 21. It’s called the TennCare Kids program. This is Tennessee’s EPSDT (Early Periodic Screening, Diagnosis and Treatment) Program. TennCare Kids is a full program of checkups and health care services for children who have TennCare. These services make sure that babies, children, teens, and young adults receive the health care they need. To learn more, please contact your local health department or the Family Assistance Service Center at 1-866-311-4287 or online at: https://www.tn.gov/health/information-for-individuals/i/fact- sheets/epsdt Say “Do-Not-Call” to Unwanted Telemarketers A National Do-Not-Call Registry has been established to give you the opportunity in limiting the telemarketing calls you receive. Register USDA is an equal opportunity provider, employer, and lender.

Lifeline Assistance Programs The Tennessee Regulatory Authority (TRA) designated Twin Lakes as the “Eligible Telecommunications Carrier” within its service area for universal service purposes. The goal of universal service is to provide all Tennessee citizens access to essential telecommunications services. Lifeline Service is a federal program for low income households and qualified residential recipients. You may qualify if you participate in any of these programs: • Supplemental Nutrition Assistance Program (SNAP) • Medicaid • Bureau of Indian Affairs General Assistance • Head Start (Only if residing on Tribal Lands and household meets income qualifying standard) • Food Distribution on Indian Reservations • Tribal Temporary Assistance for Needy Families (Tribal TANF) • Supplemental Security Income (SSI) Lifeline Service includes a monthly discount for basic phone or broadband charges. Only one discount is available per household. Lifeline is non-transferable. For more information, contact your local business office. Statement of Nondiscrimination TWIN LAKES TELEPHONE COOPERATIVE CORPORATION is the recipient of Federal assistance from the U.S. Department of Agriculture (USDA). In accordance with Federal civil rights law and U.S. Department of Agriculture (USDA) civil rights regulations and policies, the USDA, its Agencies, offices, and employees, and institutions participating in or administering USDA programs are prohibited from discrimination based on race, color, national origin, religion, sex, gender identity (including gender expression), sexual orientation, disability, age, marital status, family/parental status, income derived from a public assistance program, political beliefs, or reprisal or retaliation for prior civil rights activity, in any program or activity conducted or funded by USDA (not all bases apply to all programs). Remedies and complaint filing deadlines vary by program or incident. Persons with disabilities who require alternative means of communication for program information (e.g., Braille, large print, audiotape, American Sign Language, etc.) should contact the responsible Agency or USDA’s TARGET Center at 202-720-2600 (voice and TTY) or contact USDA through the Federal Relay Service at 800-877-8339. Additionally, program information may be made available in languages other than English. To file a program discrimination complaint, complete the USDA Program Discrimination Complaint Form, AD-3027, found online at http:/www.ascr.usda.gov/complaint_filing_cust.html and at any USDA office or write a letter addressed to USDA and provide in the letter • Federal Public Housing Assistance (FPHA) • Veterans Pension or Survivors Benefits For Low Income Eligibility, you must call 1-800-234-9473.

your telephone number on the National Do-Not-Call List to restrict commercial telemarketers from calling you. Some exceptions include businesses with which you have existing relationships and some non-profit, educational and political organizations. There isnocharge to register your telephone numbers, residential and wireless, on the National Do-Not-Call Registry. You may register on the National Do-Not-Call List by telephone or via the Internet. To register by phone, call 1-888- 382-1222 from the number you wish to

register. For TTY, call 1-866-290-4236. You can also register online at www.donotcall.gov . To place your number on the Tennessee Do-Not- Call Registry, call 1-877-872-7030 or online at https://www.tn.gov/ tpuc/tennessee-do-not-call-program/csd-online-do-not-call- registration-form . After registration, your telephone number will show up on the registry within 30 days following your registration. Telemarketers will have up to 31 days to remove your number from their call lists. This service is enforced by the Federal Communications Commission and the Federal Trade Commission. Closed Captioning For Closed Captioning questions or issues, please contact Twin Lakes. For immediate assistance, please call 931-268-0281 or email Networking@twinlakes.net . Please send written requests to Twin Lakes, Attn: Networking, PO Box 67, Gainesboro, TN 38562.

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