TwinLakes2025Telco

SEPTEMBER 2025

SEPTEMBER 2025

Here for

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.egraveslaw.com

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

Here for the

Connecting our communities with fiber power.

The future is here with our GIG broadband network. It’s perfect for all of today’s

advanced internet needs.

Work from home

Interactive Online Gaming

Distance Education

Ultra HD Streaming

Instantaneous Downloads & Uploads

Real Time Video Conferencing

Smart Home Technology

Virtual Reality

To learn more about GIG, visit twinlakes.net

twinlakes.net | 800.644.8582

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

911 or 931-823-2853

911

• LIVINGSTON

Police 931-823-6496

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

1

DIRECTORY CONTENTS

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

Title

Area Area I Area V Area I

Location

President

Gainesboro (Jackson County) Jamestown (Fentress County) Gainesboro (Jackson County)

Kem W. Crouch

Vice President

Karen Petty

Secretary/Treasurer

Directors Name

Area Area V Area III Area II Area IV Area III Area VI Area I Area II

Location

Mr. Gregory H. Brown Mr. Kent J. Brown Mrs. Marie Carlisle Mr. Douglas G. Elder Mr. Chris Farmer Dr. Gail Myers Mr. Larry J. Stafford Mr. James D. Storie

Jamestown (Fentress County) Livingston (Overton County)

Celina (Clay County)

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

Celina (Clay County)

Staff Name

Title

Name

Title

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

Nathan Means Joanna Williams

Chief of Staff

Chief Financial Officer

2

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 Support: 931-858-6065 Byrdstown Office: 311 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 Support: 931-823-5165 Celina Office: 148 E Lake Ave, Celina, TN 38551 Mailing: PO Box 125, Gainesboro, TN 38562 Customer Service: 931-243-2121 Support: 931-268-5420 Cookeville Office: 334 S Jefferson Ave, Cookeville, TN 38501 Mailing: PO Box 125, Gainesboro, TN 38562 Customer Service: 931-476-2151 | 931-528-2005 Support: 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 Support: 931-268-5240

Jamestown Office: 202 Rugby Ave, Jamestown, TN 38556 Mailing: PO Box 125, Gainesboro, TN 38562 Customer Service: 931-879-5811 Support: 931-823-5165 Livingston Office: 403 W Main St, Livingston, TN 38570 Mailing: PO Box 125, Gainesboro, TN 38562 Customer Service: 931-823-5511 Support: 931-823-5165

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! Inquire today how you can save by signing up for ACH! 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 855-948-2948. 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.

Visit twlakes.smarthub.coop

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

3

BROADBAND

4

HOME SECURITY

Security made

home

5

IQMAX+

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*

Call Twin Lakes to learn more about IQ MAX+ today!

Already have a GigaSpire Worry Free Router? Install the app by scanning the QR code below!

800.644.8582 | twinlakes.net

*IQ MAX+ available with GigaSpire Router only

6

IQMAX+

IQ MAX+ 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 how much 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 whatyour kids might accidentally see on YouTube? Set the Safe Search and YouTube feature to block harmful contenton 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 canrestassuredthat IQ MAX+ is constantly monitoring the traffic in your network to block intrusions and threats.

IQ MAX+ is FREE with select Worry Freerouter plans*

View approximate usage per profile

Create profile; add name and image

Features

Add/remove devices to each profile

Receive notifications

Manually turn a profile off or on

Add time limit to application per day

Filter content by category, application, or by website (allow or block) Schedule offline times — all days or by individual day

Enable/disable Safe Search and YouTube Restriction

Content filter VPN/Proxy

7

TROUBLESHOOTING

• restarting, check to see if your device is connected to the network. • restarting, check to see if your device is connected to the network. • If none of the solutions above work, pleasereach out to our tech support team. Problem: I am not 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. º If devices still don't have an internet connection, check the internet Problem: I am unable to get a signal. Possible Solutions: Reboot (turn on and off again) your Set Top Box. Problem: There is no picture on my 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. control are charged and in good condition.

status light on the router. º If it is lit up red or not lit up at all, please check the ethernet cable going into the Internet/WAN port on the router to make 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. º 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 above work, pleasereach out to our tech support team. 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.” 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.

Problem: I am not able to connect to the internet on one device. Possible Solutions: • Check the network settings on your deviceto see if it shows that you are connected to a network (wired or wireless) º 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.

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 TV will 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

8

TROUBLESHOOTING

• How do I set up the Twin Lakes TV App? • 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)

Where can I watch Twin Lakes TV?

Tips for streaming devices If your device is slow, unresponsive, or apps are not loading properly, then Restart the Device - Unplug it from power for about 10-15 seconds, then plug it back in. Check for Updates - Goto Settings update. Keeping the device updated can improve performance. Clear Cache - On Firestick, navigate to Settings > Applications > Manage Installed Applications , select Twin LakesTV andchoose ForceStop then Clear Cache . For Roku, a full restart by unplugging from power for 10-15 seconds will clear app cache.VPNs can slow down streaming—try turning it off to troubleshoot buffering issues. You might also try pausing the video for a moment to allow data to build, limiting the number of active devices in your home, andclosingany background downloads and apps.

You must be connected to a Twin Lakes broadband connection to watch the Twin Lakes TV App. You can still manage all CloudDVR recordings from the TV App when away from home, but watching any type ofcontent 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 200/200 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 8 GIG (8,000 Mbps) to provide the best streaming experience for you and your family. What causes buffering? • Slow internet speeds (Twin Lakes offers speeds up to 8 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.

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

twinlakes.net/support/tv

9

BUSINESS SECURITY

Here for your business. Here for

The ROI on

The power of doing it right

A better client and customer experience If your clients and customers interact with your network in any area, a fast, reliable connection is vital to putting your best foot forward and creating seamless experiences.

Improved employee productivity and engagement How much time is lost through unreliable internet? Fast, reliable, broadband connectivity can save time and reduce the stress created by unstable internet issues.

Reduced travel expenses while maintaining connections Travel is evolving. More and more, businesses and their clients rely on remote ways of doing things. The advanced capabilities of fiber optic networks can keep businesses and customers connected while reducing travel costs.

Have confidence in your commitment to your clients, customers, and employees by investing in your company’s technology infrastructure with state-of-the-art broadband.

Additional Services:

• Managed Services

• Metro Ethernet

• HDTV

• PBX/Phone Systems

• SIP Trunks/PRIs

• Worry Free

• Hosted VoIP

• Web Hosting

equipment plans

Scan the code with your smartphone to learn more about Twin Lakes for Business

10

BUSINESS SECURITY

Security Made Simple

Alarm.com offers 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 Alarm.com app. You will also receive notifications for hazards, such as flood or fire.

Commercial Fire Alarms

Panic Buttons

Security Systems and Monitoring

Access Control

24-Hour UL Listed Monitoring — Fire and Security

Video Surveillance

For more information and a free quote call 931.528.2005

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

11

TV

Twin Lakes TV

With Twin Lakes TV you get:

More than 200 TV channels

Full selection of premium movie packages, sports channels, family channels and more

FREE HD

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 learn more about Twin Lakes TV!

12

WIRING

Worry Free Equipment Plans Protect and Enhance Your Equipment

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 and a possible service call may apply if the issue is not related to Twin Lakes Equipment

1.

Verify that your internet line is fully seated in your Router by unplugging and plugging it back in. It should also go into the slot labeled “WAN”, “Internet” or could be a symbol that looks like a globe. On 8 Gig Speed Packages this cable will need to go into the 10 Gig Port on the Router. Verify the internet line is fully seated in the Jack. It may also go into a slot labeled “Eth1”, “LAN”, “GE”, or “10GE” if you have an Indoor ONT (Fiberbox). The internet line may directly come out of the floor or wall and therefore this step can be ignored. The Cable should go into the “10 GE” slot if there is one, otherwise it should go into the “GE” or “LAN” slot.

2.

1.

If you have any customer owned equipment and/or wiring, disconnect to see if trouble clears. Check the phone cable is seated properly in the Jack by unplugging it at both ends. If you have an Indoor ONT (Fiber box) it is possible the phone will plug into the “POTs 1” Port.

2.

3.

Check all phones to make sure they are hung up properly.

3. 4.

Replace the Ethernet cable if possible. Replace your Router.

4.

Check phones to determine if trouble exists on all phones or just one. This may show an issue with the phone itself.

For tech tips and assistance. Find us on YouTube. Scan the QR code below.

13

BACKUP POWER

TWIN LAKES:

Our fiber-optic network gives you the advanced and dependable services you want today while providing the capability to meet the demands of the future. This network requires electric power to operate. To avoid a disruption during a power outage—and to maintain the ability to connect to 911 emergency services—Twin Lakes offers battery backup power options. The backup battery is about two pounds and is roughly the size of a brick. It is expected to last at least 8 hours on standby power and is available for $74.99. You may extend your standby power up to 24 hours by purchasing two 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, and routers. Twin Lakes encourages you to have reliable backup batteries that enable continual use of your dial tone during a power outage. We offer fiber subscribers an 8-hour battery backup for $74.99 during installation (if additional batteries are purchased later, applicable installation fees will be assessed). Each battery backup has an 8-hour capacity, with a maximum of three batteries totaling 24 hours. By purchasing your battery backup from Twin Lakes, you’re guaranteed the battery will be compatible with your equipment. We’ll provide helpful information about how to self-monitor and self-test the backup battery. Please follow the detailed instructions included with your battery for proper use, storage, and care, and to ensure it will function as needed during a power outage. Incorrect storage may shorten its useful life. We recommend storing your battery between 32°F and 100°F. While the batteries are rechargeable, they have a finite life and should be replaced every 8-10 years or when your device starts to make a loud beeping sound (indicating the battery is depleted). See instructions for purchase and replacement options. You should also periodically inspect your battery to verify both its operation and condition (as described in the included instructions).

14

BACKUP POWER

BACKUP POWER:

How to test Precision Power Supplyor PSI Battery Backup:

Step 1 Ensure power outlet is providing power; if not, confirm GFCI outlet or breaker has not been tripped. Step2 Ensure the green connector is plugged in securely to the power supply. Step3 Press and hold Reset buttonfor 10 seconds . Step4 This will reboot your ONT. Step 5 If you are still experiencing issues, please contact TechnicalSupport. Note: The battery or powersupply may be located in the garage or basement.

Visual Indicators for your PSI Battery Backup

1. Battery:

—Service or replace battery, or battery is not installed.

2. Mute:

Flashing — Audible alarm silenced for 24 hrs. Solid — Audible alarm is silenced until manually enabled.

3. DC : —Battery backup is working off standby power. 4. System Status :

— Battery backup is receiving AC power to operate normally.

Battery Replacement:

Step1: 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. Step4: 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.

15

CUSTOM CALLING FEATURES

by a steady, normal dial tone and an additional stutter dial tone, then hang up. 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. 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/ 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. number from being displayed. CANCEL CALL WAITING

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

16

CUSTOM CALLING FEATURES

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 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 to complete the call. For instructions on using the feature, contact your local business. How to use: Dial 1 + Area Code + Telephone Number + PIN. Press # key. two short and one long ring. THREE-WAY CALLING

organizations, restaurants, businesses, physicians’ offices, religious groups, sports teams and more. 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.

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 Lakes Office. How to use: 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 to 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,

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

VOICE MAIL Voice Mail will answer your call accurately with

your own personal greeting. To set up Voice Mailbox:

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.

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

CHESTNUT MOUND 897

CLARKRANGE 863

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

COOKEVILLE

(Twin Lakes Customers)

COOKEVILLE SOUTH 432

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 LIVINGSTON 823, 403, 462

Includes All Twin Lakes Exchanges Includes All Twin Lakes Exchanges

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

Granville......................................... 653

Byrdstown .....................................864

Highland ........................................678

Celina ............................................243

Jamestown ............................. 879,752

Chestnut Mound............................ 897

Livingston ........................ 823,403,462

Clarkrange ..................................... 863

Moss .............................................. 258

Cookeville South ...........................432

North Springs ................................621

Crawford ........................................ 445

Rickman ........................................498

Gainesboro ............................. 268,405

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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.

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 Public Utility Commission 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 Public Utility Commission 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 Public Utility Commission 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.

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