Twin Lakes, TN is published annually by Twin Lakes Telephone Cooperative



Think 10GIG

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

17 S. Jefferson Ave. Cookeville, TN 38501

(931) 528-2017 Or Toll Free (888) 870-7040

Dial up the GIG difference. The future is here with our 10 GIG broadband network. It’s perfect for all of today’s advanced internet needs, including:

Ultra HD Streaming

Interactive Online Gaming

Real Time Video Conferencing

Instantaneous Downloads and Uploads

Smart Home Technology

Work from Home

Distance Education

Virtual Reality

To learnmore about 10 GIG, visit or contact your local Twin Lakes office. | 800.644.8582


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






911 or Sheriff 931-243-3266




911 or 615-597-4043



911 or 931-879-8310

911 or Sheriff 931-879-8142

911 or 931-879-8147


911 or 931-879-8310

Police 931-879-8313

911 or 931-879-8147



911 or Sheriff 931-879-8142

911 or 931-879-8147



911 or Sheriff 931-268-0180

911 or 931-268-0111



Police 931-268-0416

911 or 931-268-0111



911 or Sheriff 931-823-5635



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

911 or 931-823-2853




911 or Sheriff 931-864-3210

911 or 931-864-3181


911 or 931-528-1200

911 or Sheriff 931-528-8484

911 or 931-528-1555


911 or 931-537-6357

911 or Police 931-537-6830

911 or 931-528-1555


911 or 931-858-2621

911 or Police 931-858-4111

911 or 931-528-1555


911 or 931-526-2121

911 or Police 931-526-2125

911 or 931-528-1555


911 or 931-839-2323

911 or Police 931-839-2323

911 or 931-528-1555



911 or Sheriff 615-735-2626

911 or 615-735-2121


To Obtain a Burning Permit 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



TN Cert #C-0026 SECURITY



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




Dr. Gail Myers


Area VI Area IV Area III

Baxter (Putnam County) Byrdstown (Pickett County) Livingston (Overton County)

Mr. Douglas G. Elder Mr. Kent J. Brown

Vice President


Directors Name



Mr. Gregory H. Brown Mrs. Marie Carlisle Mr. Kem W. Crouch Mr. Chris Farmer Mr. Gary E. Flynn Mrs. Karen Petty Mr. Larry J. Stafford Mr. James D. Storie

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

Jamestown (Fentress County)

Celina (Clay County)

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

Celina (Clay County)

Staff Name




Jonathan West

Chad Dillon Shane Heupel Lea Ann Gore Jamie Meadows

General Manager/CEO

Chief Operations Officer Chief Technology Officer Marketing & Sales Manager Customer Service Manager

Anita Hix

Corporate Development Manager Business Development Manager

Nathan Means Joanna Williams Melissa Phillips

Accounting Controller

Human & Office Resources Manager



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

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

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.


3) Pay by Mail If you want to pay your bill by mail, mail payment to the address found on your bill.



Think 10GIG

Experience the GIG difference.

Everything is different with GIG speeds. Connect as many devices as you like and stream 1$ *. 2$/#*0/ 0Ȃ -$)"ю 0.$ ) +#*/*. !'4я " ($)" " t . - 'я ) )* * 4 ‚ s le ȅ # )"$)"ю # /њ. /# $Ȃ - ) !-*( 2$) Lakes !

Scan the code with your smartphone to learnmore about GIG speeds!





IQ MAX The smart way to manage your Wi-Fi network

You have the power to optimize your internet experience With the IQ MAX app you may: • Check your internet speed Run bandwidth tests to monitor network performance and prioritize devices. • Set up a guest network Keep your home network secure by setting up separate access for guests. • View and manage network devices Track bandwidth use and pause or disconnect devices. • Set parental controls Create routines for scheduled downtime.

IQ MAX is FREE with select Worry Free router plans*

Already have a GigaSpire Worry Free Router? Install the app!

STEP 1 Open smartphone camera and scan QR Code. or Go to the app store and search for the Twin Lakes IQ MAX app.

STEP 2 Download the app! For detailed app setup instructions, review the IQ MAX app Quick Start Guide. *IQ MAX and IQ MAX+ available with GigaSpire Router only

Call Twin Lakes to order or learnmore about IQ MAX today!

800.644.8582 |




Evenmore brain power for your network

IQ MAX+ Parental Control Features Are you concerned about your children seeing inappropriate content online? Block entire categories of content like pornography or violence, or specific applications or websites. Are you concerned about howmuch time your children are spending on apps or games? Get insight and set time limits to create healthier routines and enforce boundaries. Are you worried about what your kids might accidentally see on YouTube? Set the Safe Search and YouTube feature to block harmful content on Google, Bing, and YouTube. Are you tired of battling for bandwidth? Prioritize application groups (like work apps during the day or streaming apps in the evening) or devices (like your work laptop) to make sure the most important devices have dedicated bandwidth.

IQ MAX+ Security Features

Do you worry about the security of your connected devices? IQ MAX+ protects ALL of the devices in your network, including computers and SmartHome devices (virus protection solutions like Norton or McAfee don't protect everything, and you can’t install virus protection on a Nest Thermostat or Ring Doorbell). Are you tired of installing virus protection updates? IQ MAX+ updates every single week, automatically protecting every connected device in your home. No manual update required. Did you know hackers can push into your home network through unprotected connected devices? Devices like Amazon Echo, Nest, security cameras, and even our phones are constantly pushing data back to the Cloud. Hackers are constantly looking to steal this information, but with Intrusion Prevention Settings you can rest assured that IQ MAX+ is constantly monitoring the tr Ȃ$ $) your network to block intrusions and threats.

Unlock these features for just $3.99/month!




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Call Twin Lakes to order or learnmore about IQ MAX+ today! Filter content by application (allow or block) Filter content by website (allow or block) View approximate usage per pro ޔ le Receive noti ޔ cations Add time limit to application per day Enable/disable Safe Search Enable/disable YouTube Restriction Content ޔ lter VPN/Proxy

800.644.8582 |





Before calling Technical Support, please review these common solutions.

˚ If it is lit up redor not lit upat all, please check the ethernet cable going into the Internet/WANport on the router tomake sure it is plugged in securely. • If you are using a 3rd party router, you may be able to try bypassing it using a computer. ˚ To do this, unplug the ethernet cable from the Internet/WAN port on the router, and plug it straight into a laptop or desktop computer. If you get an internet connection, there may be an issue with the router. If this works, please contact the router vendor for support. • If none of the solutions abovework, please reach out to our tech support team.

• check and see if your device is connected to the network. • check and see if your device is connected to the network. • If none of the solutions abovework, please reach out to our tech support team. Problem: I amnot able to connect to the internet on all devices. Possible Solutions: • Try restarting the router. • check your devices to see if they have an internet connection. ˚ If devices still don't have an internet connection, check the internet status light on the router. Problem: I amunable to get a signal. Possible Solutions: Reboot (turn on and o Ȃ again) your Set Top Box. Problem: There is no picture onmy TV and the light is on the digital box. Possible Solutions: Your TV input settings have been accidentally changed. Use the remote control that came with your TV to change the TV inputs. Scroll through the button on your remote. It may be called, “Input,” “Source,” or “A/V.” For a standard definition/picture tube TV: Check to ensure your TV is tuned to channel 3. Or Verify it is currently set for the input mode you are trying to control. Inputs include: “AV1,” “AV2,” “Video 1,” “Video 2,” “HDMI 1” or “HDMI 2.”

Problem: I amnot able to connect to the internet on one device. Possible Solutions: • Check the network settings on your device to see if it shows you connected to a network (wired or wireless) ˚ If the device isn't connected, connect to your Wi-Fi network using the password that was provided. If you have a 3rd party router, the password for your network may be located on an information sticker on the bottom of the router.

Verify that it’s set for the input mode you are trying to control. The inputs include “HDMI,” “Component” or “Color Stream.” If you do not know which input it should be on, check your cables to verify. Below are the commonly used cables for set up.

Set Top Boxes The TV has a Volume Control and the STB (Set Top Box) has a Volume Control. If the STB is set low, then the TV volume will have to be set high in order to hear. If the STB is set at 0 then the TVwill not have any volume. Problem:

• There is no red light. • I cannot change the channel. • I cannot bring up the Guide.

Possible Solutions: Verify that the STB button on the top of the remote control is illuminated so that the remote will communicate with the STB. Verify that the batteries in the remote control are charged and in good condition.




Please visit our YouTube channel for helpful tutorial videos.

How do I set up the Twin Lakes TV App?

Where can I watch Twin Lakes TV?

# / 0. . 0Ȃ -$)"ѕ • '*2 $)/ -) / .+ . Ѱ 2$) & . *Ȃ -. 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 *2 /* ($)$($5 0Ȃ -$)" 2#$' ./- ($)"ѐ The higher your download and upload speed, the less likely you are to experience 0Ȃ -$)" 2#$' ./- ($)"ю 2$) & . *Ȃ -. .+ . 0+ /* УТ (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

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. What devices support Twin Lakes TV? 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 • 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. What broadband speed do you recommend with Twin Lakes 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 '$& '4 4*0 - /* 3+ -$ ) 0Ȃ -$)" 2#$' ./- ($)"ю 2$) & . *Ȃ -. .+ . up to 10 GIG (10,000 Mbps) to provide the best streaming experience for you and your family. How do I stop streams !-*( 0Ȃ -$)"ѕ 0Ȃ -$)" (*./ *((*)'4 # ++ ). 2# ) you do not have enough broadband speed to download the amount of data needed to play a video, causing a stream to pause ) 0Ȃ - $) *- - /* +- 1 )/ ' "ю

devices in your home, close any background downloads and apps.

For additional information regarding Cloud DVR, TV Guide, Playback Controls, and more, a detailed Quick Start Guide is available at:

800.644.8582 |



Security Made Simple Twin Lakes Security Has Your Whole Home Covered

Already have security?

Switch to Twin Lakes and get 3 months FREE

Scan the code with your smartphone to learnmore about home security options!



Security Made Simple Build a custom security package to protect your business and employees 24/7. o Ȃ ers a full suite of interactive commercial services tailored to support a wide range of small and medium sized businesses, from single properties to multi-location enterprises. With automation solutions, you can monitor entry points, detect break-ins, record criminal activity and more through the app. You will also receive notifications for hazards, such as flood or fire.

Panic Buttons

Commercial Fire Alarms

Access Control

Security Systems and Monitoring

Video Surveillance

24-Hour UL Listed Monitoring — Fire and Security

For more information and a free quote call 931.528.2005 or 931.476.2151

Scan the code with your smartphone to learnmore about business security options!



Twin Lakes TV From your favorite channels to premiummovie packages, Cloud DVR, FREE HD, and Watch TV Everywhere, Twin Lakes has you covered.

With Twin Lakes TV you get:

123 124 125 126 127 128 129 130 131


More than 200 TV channels

Full selection of premiummovie packages, sports channels, family channels and more

Record your favorite programs with Cloud DVR

Enjoy TV on the go with Watch TV Everywhere

Catchup and Restart TV*

Pause and Rewind Live TV

3 Simultaneous Streams — additional device stream packages available

Local Community Channels

*Available on select programs and channels

Scan the code with your smartphone to learnmore about Twin Lakes TV!



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.



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:



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.



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.



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:



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 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



Anonymous Call Rejection



Automatic Callback


Automatic Recall



Caller ID Blocking



Call Forwarding (all calls)


Call Waiting


Customer Originated Trace

411 Directory Assistance is 50¢ per call.



Local Calling



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


Includes All Twin Lakes Exchanges


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


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


Includes All Twin Lakes Exchanges Plus 839


Includes All Twin Lakes Exchanges Includes All Twin Lakes Exchanges


Includes All Twin Lakes Exchanges Plus 735

JAMESTOWN 879, 752

Includes All Twin Lakes Exchanges Includes All Twin Lakes Exchanges

LIVINGSTON 823, 403, 462


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

MOSS 258

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


Includes All Twin Lakes Exchanges Includes All Twin Lakes Exchanges


*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.


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





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.


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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