GUIDE TO TELECOMMUNICATION SERVICES

Proudly serving the Mad River and central Champlain Valley regions of Vermont with • HIGH-SPEED INTERNET • LOCAL SERVICE • LONG DISTANCE

Building Tomorrow’s Broadband Network Today!

1-800-496-3391 • www.wcvt.com Welcome...

n behalf of Waitsfield and Communities Champlain Valley Telecom, Served O I would like to personally • Addison welcome you to our Company. • Bolton Since 1907, when my grandfather • Bridport Alton Farr began providing • Bristol telephone service to the Mad River • Buel's Gore Valley, our family has worked hard • Charlotte to deliver a superior standard of • Cornwall • Fayston technical and customer service. We • Ferrisburgh take pride in bringing the latest • Hinesburg telecommunications services to the • Huntington local communities we serve. • Jonesville Our entire team looks forward to • Lincoln serving all of your telecommunica- • Monkton tions needs. Thank you for being • Moretown part of our community and a cus- • New Haven Waitsfield and tomer of Waitsfield and Champlain • Panton Champlain • Richmond Valley Telecom. Valley • St. George Telecom Sincerely, • Starksboro Service Area • Waitsfield • Waltham • Warren • Weybridge President/CEO

Our dedicated team is committed to providing you with outstanding customer service.

www.wcvt.com • 800-496-3391 2 About Us

aitsfield and Champlain Valley Telecom Select Achievements (WCVT) is a local, privately owned, • Awarded the U.S. Senate Productivity Award Windependent telecommunications • Received the Achievement Award and the provider serving the Mad River and central Governor’s Award for Performance Excellence Champlain Valley regions of Vermont. from the Vermont Council for Quality Owned by the Haskin family, WCVT has • Recipient of the Deane C. Davis been proudly serving the local community Outstanding Vermont Business Award with world-class technology and • Awarded 2005 Innovative Human outstanding customer service since 1904. Resources Practice Award • 87 Full-time employees • Received 2004 Vermont Centennial • Serving 18,500 access lines, Business Award 669 square miles • Inducted into Vermont Business Hall of • 100% of subscriber base has access Fame (2010) to high-speed Internet service Technical Facts • 3,400+ cable television subscribers in the • Digital switching platform Mad River Valley • 340+ route miles of fiber optics in the net- • 12,000+ Internet subscribers work including OC-3, OC-12, OC-48 SONET and Gigabit Ethernet rings • Publisher of six telephone directories • 100% digital cable system covering the central Champlain Valley, Chittenden East Region, Addison County, Fiber to the Home Mad River Valley, Stowe, and Waterbury Fiber optics are used extensively throughout communities our network, and provide the backbone infra- structure that carries all of your calls and WCVT Leadership Internet traffic through our network to the Dana Haskin – Chairman Emeritus outside world. We are also using fiber-optics Eleanor Haskin – Board Chairman to serve several new developments and larg- Gregg Haskin – President/CEO er businesses. In 2011, we received a U.S. Eric Haskin – Network Director Department of Agriculture (USDA) broadband Kurt Gruendling – Vice President of Marketing stimulus award to connect our most rural and and Business Development remote customers through high-speed fiber Patricia Labnon – Customer Service Manager optics. It will take time to reach all our cus- Jim Lavoie – Vice President of Information tomers with fiber optics, but we will continue Systems to evolve our network to provide increased Roger Nishi – Vice President of Industry speeds, improved reliability and more Relations advanced service offerings.

Commitment To The Communities We Serve We recognize the importance of being good neighbors and strive to improve the quality of life in the communities we live in and serve. Waitsfield and Champlain Valley Telecom's commitment is evident through a tradition of involvement that includes philanthropy and volunteerism. We may have grown in size and technology offerings over the years, but our commitment to small town ideals and our strong sense of community remains unchanged. WCVT employees volunteered to help setup for the Special Olympics Vermont 2011 Summer Games held at the University of Vermont. www.wcvt.com • 800-496-3391 3 Services

Local Telephone Service time users will need to register for access. All your account information is transmitted using a Residential Business Customers: secure format. Once registered, you will have $13.40* per line monthly immediate access to view and pay your bills Business Customers: online. You may also view and print previous $26.40* per line monthly bills. * Monthly rates exclusive of taxes and other governmen- Recurring Credit Card – Recurring credit tally sanctioned fees and charges. New service charge of $30.00 applies. card payment service is a convenient, secure Local Measured Service way to pay your monthly bill. Each month, your total amount due will be deducted from your All local telephone calls in Vermont are sub- credit or debit card automatically. We accept ject to per minute charges referred to as Local American Express, Discover, MasterCard and Measured Service (LMS). Local calls are divid- Visa. Sign up by calling our Customer Service ed into two categories: calls within your home Department or visit our website at exchange and calls to other local exchanges. www.wcvt.com and click the “MY ACCOUNT” Local Measured Service tab. Automated Account Management Home Other Local Exchange Exchanges System – Access your account 24 hours a day, 7 days a week by calling 1-866-863-8070. You PEAK $.01 $.022 can check your account balance, the amount of (8:00 am-7:59 pm, Mon.-Fri.) your last payment, or make a payment by credit OFF-PEAK $.005 $.01 card. (All other time periods) Telephone Directories Local Measured Service Caps Waitsfield and Champlain Valley Telecom LMS rates are incurred until you reach your publishes six local telephone monthly cap — the maximum monthly charge directories covering the for local calls. Champlain Valley, Chittenden Mad River Valley Customers: The maximum East Region, allowable monthly charge per residential line is Addison County, $13.00 for calls to the 496/583 exchanges and Mad River Valley, $15.00 to all other local exchanges. The maxi- and the communi- mum allowable charge per business line is ties of Stowe and $20.00 for calls to the 496/583 exchanges and Waterbury. With a $42.00 to all other local exchanges. combined distri- Champlain Valley Telecom Customers: The bution of 75,000, maximum allowable monthly charge per line is we offer an effec- $28.00 for residential service, $38.00 for single tive reach at an line business service and $62.00 for multi-line affordable price. Each direc- business service. tory includes community Payment Options information, white page list- ings, and a comprehensive In addition to mailing your payment or calling yellow page section. Visit our Customer Service Department, WCVT also the online version of our tele- offers the following convenient payment options: phone directories at In Person – Visit one of our two office www.vermontphonebooks.com. locations, any Chittenden Bank location, or Contact Info: TD Banknorth in Richmond. White Page Listings: Online – Pay your bill from the convenience 1-800-496-3391 of your home or office. Simply visit www.wcvt.com and click on the “MY Yellow Page Advertising: ACCOUNT” tab in the right hand corner. First 1-802-496-8328

www.wcvt.com • 800-496-3391 4 Bundled Services Bundle Up and Save!

By bundling your local, long distance and understand packages and select the bundle high-speed Internet service with Waitsfield that works best for you. For more information, and Champlain Valley Telecom, you’ll not only please contact our Customer Service get one low price and one bill, but also the Department at 1-800-496-3391 or order great local service you’ve come to expect and online at www.wcvt.com. Sign-up today! deserve. See the chart below for our easy to

LOCAL LONG DISTANCE HIGH-SPEED • One Low Price SERVICE* SERVICE INTERNET *** • One Convenient Bill • Great Local Service

Clearly Connected Basic • Voice Mail • Caller ID Speeds up to With High-Speed Internet 8 Cents Per Minute** • Call Waiting 6Mbps/1Mbps $64.95* Monthly • Wire Maintenance ed? Ask ($29.95* Monthly Without High-Speed Internet) more spe Plan Need nternet t our faster I abou s – now • Unlimited Local Calling eed package sp bps! Clearly Connected 200 • Voice Mail ** up to 18M With High-Speed Internet • Caller ID Speeds up to • Call Waiting 200 6Mbps/1Mbps $84.95* Monthly • 3-Way Calling • Repeat Dialing MINUTES ($49.95* Monthly Without High-Speed Internet) • Priority Ringing • Unlimited Local Calling Clearly Connected 500 • Voice Mail ** With High-Speed Internet • Caller ID Speeds up to • Call Waiting 500 6Mbps/1Mbps • 3-Way Calling $89.95* Monthly • Repeat Dialing MINUTES ($59.95* Monthly Without High-Speed Internet) • Priority Ringing

*Packages are for Residential Subscribers only. Clearly Connected Bundles require WCVT local service and Green Mountain Long Distance Service. Unlimited Local Calling included in Clearly Connected 200/500 Bundles only. Customer account must be current at time of enrollment and have good credit history. Cannot be combined with any other offer. Applicable taxes, Universal Service charges, and BUSINESS other charges apply. Subject to state and federal tariffs and regulation. Subject to additional terms and conditions. BUNDLES **Minutes applied to direct dialed calls within the continent United States. Rates to HI, AK, PR, VI are 17 cents per minute. International rates will vary. Clearly Connected 200/500 Bundles – also additional minutes billed at 8 cents per minute. ***Speeds listed are the maximum under optimal conditions; actual speeds are not guaranteed. DSL available. is a best effort service and actual speeds may vary based upon equipment and line capabilities, distance from the central office, atmospheric conditions, the user's computer system (processor speed and RAM), speed of the Internet, and other factors. To qualify for the 18Mbps service, your Call and residence or business must be within 5,000 feet of one of our next generation switching sites. learn more today!

See page 6 for information on long distance and high-speed Internet service. www.wcvt.com • 800-496-3391 5 to Services Speeds now up 18Mbps*** Calling Features High-Speed Speeds Discounted Internet (Download Monthly Monthly Below is a list of our most popular calling Package / Upload) Fee Fee features. For a complete list, please contact High-Speed Lite 384Kbps / $29.95 $24.95 our Customer Service Department, consult the Internet Service 128Kbps blue pages of your local telephone directory, or High-Speed 6Mbps / $39.95 $30.00-$34.95 visit our website at www.wcvt.com. Internet Service 1Mbps Calling Feature Rates (monthly) Elite High-Speed 12Mbps / $54.95 $49.95 Internet Service 1Mbps Caller ID ...... $5.95 Extreme High-Speed 18Mbps / $64.95 $59.95 Call Forwarding ...... $1.50 Internet Service 1Mbps Call Return ...... $2.25 Applicable taxes and Federal Universal Service Charge apply. Speeds listed are the maximum under optimal conditions and are Call Screening ...... $2.25 not guaranteed. DSL is a best effort service and actual speeds may vary based upon equipment and line capabilities, distance Call Waiting ...... $2.25 (residential) from the central office, atmospheric conditions, the user’s com- puter system (processor speed and RAM), speed of the Internet, $3.25 (business) and other factors. Monthly discounts apply when customer sub- scribes to a Clearly Connected Bundle or a qualifying Green Internet Fax ...... Starting at $1.95 Mountain Long Distance Service call plan. To qualify for Elite and Extreme High-Speed Internet speeds, residence or business must Paging Service ...... Starting at $8.95 be within 10,000' and 5,000' respectively of one of our next gen- eration switching sites. Additional terms and conditions apply. Personal Ringing...... $2.00 Did you know that Repeat Dialing...... $2.25 you can forward Green Mountain your Voice Mail Toll Control with PIN...... $4.00 messages to your Long Distance Service e-mail address Green Mountain Long Distance Service Voice Mail ...... $5.95 where you can listen, save or offers four competitive long distance calling delete the plans. Each plan GREEN High-Speed Internet message! offers one low MOUNTAIN Service rate, anytime, LONG DISTANCE SERVICE anywhere, within FROM WAITSFIELD and CHAMPLAIN VALLEY TELECOM Vermont, the con- If you are looking for fast, affordable, high- tinental United States and Canada. Toll-free speed Internet service with the best local numbers and competitive international calling technical support around, look no further. We plans available. offer a wide range of Internet services to meet all of your residential or business needs. Long Distance Plans & Rates From high-speed Internet service to dedicat- Plan Name Fee In Continental Canada ed connections, web and server hosting, Vermont U.S. count on us to keep you connected. Eight Cent Plan $3.95 8¢ 8¢ 24¢ Our high-speed Internet service is avail- If you make a lot of monthly per per per long distance calls and minute minute minute able to all customers in our telephone service want to maximize your area and packages start as low as $30.00 savings, this is the per month when you sign up for a Clearly plan for you. Connected 500 Bundle. Eleven Cent Plan No Fee 11¢ 11¢ 24¢ Perfect for casual users. per per per ($5 monthly minimum.) minute minute minute Thirteen Cent No Fee 13¢ 13¢ 24¢ Base Plan per per per minute minute minute

Canada Plan $4.95 8¢ 8¢ 12¢ monthly per per per minute minute minute

Applicable taxes and Universal Connectivity Charge apply. Additional terms apply. Visit www.wcvt.com for rates and locations not listed here. www.wcvt.com • 800-496-3391 6 Troubleshooting Wire Maintenance Plan For only $2.49 a month, you can sub- Tips for Troubleshooting wiring or equipment. scribe to our Inside Wire Maintenance Your Telephone Line • If you do not Plan. The plan is designed to reduce receive a dial tone, the cost of possible repair charges to If you are having problems with your tele- the problem is the customer and covers the inside phone line, please try these easy steps before most likely with our wiring and jacks at the customer's contacting our Repair Department. facilities. Please residence or business. Start by Checking Your Telephones contact our Repair • Determine if the problem resides on one or Department at 1-800-496-3393. all of your telephones. If You Don’t Have a NID • If the problem is with only one telephone, If you follow the troubleshooting tips and test that telephone in determine that there may another jack. If it still does- be a problem with your n’t work, that telephone is wiring, but cannot locate probably bad. a Network Interface • If the telephone Device (NID), call our works in a different jack, repair department and go back to the jack where explain the situation. the trouble started and test it again with a different Tips for telephone. If neither tele- Troubleshooting phone works, there may Your Internet be a problem with the wiring to that jack. Connection Figure 1 • If neither of your tele- If you are having phones work after testing each telephone and problems with your Internet connection, jack separately, the problem may be in your please try the following before contacting wiring. technical support: How to Check Your Wiring • Try rebooting (powering down and then Follow these easy steps to determine if the up) your computer and modem. This easy trouble is your responsibility step solves 50% of the or ours (see figure 2). Figure 2 problems that our tech- • Locate the Network nical support staff deals Interface Device (NID) typi- with on a daily basis. cally located on the out- • If you continue to side of your home or busi- experience technical dif- ness. ficulties, please have the • Disconnect the mod- following information ular plug from the test jack available and contact our (see figure 1). Technical Support • Plug a working tele- Department at 1-802- phone into the “test jack” 496-8598 or 1-888- with a modular line cord. If 321-0815. you receive a dial tone, the problem is with your • Have as much information as possible. If your computer locks up, know what pro- Contact Repair gram is running. If you receive an error mes- (800) 496-3393 or (802) 496-3393. sage, write it down. Dig Safe • Before you call, be at your computer and Call Dig Safe 48 hours in advance have it turned on. Our technicians may have before you dig or drill. It’s the law! to ask for specifics regarding your computer 1-888-DIG-SAFE (344-7233) or 8-1-1. configuration in order to fix the problem. Visit www.digsafe.com for more information.

www.wcvt.com • 800-496-3391 7 UnderstandingTroubleshooting Your Telephone Bill

ur goal is to provide you with a clear, easy for this free service, visit www.wcvt.com to read billing statement, while ensuring and click on the “Manage My Account” link. Owe meet all state and federal guidelines. Items That Appear On Your Statement: Each month you will receive a detailed billing Your bill includes charges for local service, statement listing the charges for the services optional calling features, Internet and cable TV you subscribe to. Page 4 of this brochure services. It may also include long distance provides information on the various payment charges if you have chosen a company that options available. It is very important to has contacted us to perform billing for them. review your bill thoroughly each month. If you This offers you the convenience of not having ever have any questions, please do not hesi- to receive an additional bill and pay for these tate to call our Customer Service Department charges separately. Your statement will also at 1-800-496-3391. clearly detail when payment needs to be We also offer a “paperless bill” option. received, various payment options available Rather than receiving a monthly statement in and contact information for Waitsfield and the mail, you will be notified via e-mail when Champlain Valley Telecom. your statement is available online. To sign up

Account Summary Primary Line: 496-3391 Account Number: 000000000 |||||||||||||||||||||||||||||||||||||||||||||||||||||||||| Billing Period: 01/22/10 - 02/21/10 JOHN SMITH Total Amount Due: $66.60 P.O. BOX 9 WAITSFIELD, VT 05673-0009 Payment Due By: 02/12/10

Pay Online: www.wcvt.com Choose "Manage My Account" Pay by Phone: 1-866-863-8070 THANK YOU FOR YOUR PROMPT PAYMENT

Previous Payments Adjustments Balance Current Total Amount Balance Total Total Charges Due $64.84 $64.84- $0.00 $0.00 $66.60 $66.60

SUMMARY OF CURRENT CHARGES Contact Information Services $61.83 Customer Service Local Measured Service $2.44 (802) 496-3391 or toll free at Federal Tax $.70 (800) 496-3391 Vermont Telecommunications Tax $1.34 Vermont USF Charge $.29 Office Hours: Monday - Friday 8:00AM-5:00PM TOTAL CURRENT CHARGES $66.60 www.wcvt.com [email protected]

Important Information

PLEASE DETACH AND RETURN THIS FORM WITH YOUR PAYMENT

JOHN SMITH

Due Date Amount Due Amount Enclosed 0000000000 000000000 SMITH 02/12/07 $66.60

Primary Line: 496-3391 Billing Date: 01/22/07 WAITSFIELD AND CHAMPLAIN VALLEY TELECOM P.O. BOX 412 0000000000$0000066.60 BRATTLEBORO VT 05302-0412

Check Here for Address Change: (Please write new information on reverse) www.wcvt.com • 800-496-3391 8 Taxes and Governmentally from WCVT, you will see this charge on your Sanctioned Fees: billing statement. This charge is paid into the Federal Tax — This 3% tax is mandated Federal Universal Service Fund, a federal pro- by the federal government and is imposed on gram which keeps local telephone rates afford- local telephone service and regulated calling able for all customers and supports the provi- features. sions of telecommunications services to Federal Universal Service Charge — schools, libraries and rural health care This federal charge helps to keep phone providers. service affordable and avail- Don’t Get Slammed able to everyone. It is also “Slamming” is the illegal used to fund the schools and practice of changing a libraries program as well as customer’s service to another rural health care initiatives. carrier without the FCC Access Line subscriber’s consent or Charge — This is a Federal knowledge. Communications Commission What to do if You Have (FCC) approved charge that Been Slammed: covers a portion of the costs of telephone • If you think that you have been slammed, lines connected to your home or place of contact our Customer Service Department or business. the unauthorized long distance carrier to explain Vermont Universal Service Fund that you did not authorize any change to your Charge — This State of Vermont approved long distance provider and request to be charge pays for Enhanced 9-1-1, the switched back to your original calling plan Vermont Telecommunications Relay Service, and/or carrier. and the Lifeline discount program. • Ask that any charges for switching be Vermont Telecommunications Tax — removed from your bill. Under the FCC’s slam- Vermont tax issued on regulated telecommu- ming rules, you are not required to pay for the nications services. first 30 days after being slammed. If the unau- Vermont State Sales Tax — This tax will thorized long distance provider refuses to com- appear on your billing statement if you have ply with your request, you may write a detailed purchased new hardware (Caller ID boxes, letter to the Federal Communication modems, etc.) from the telephone company. Commission (FCC) at the following address: Green Mountain Long Distance Service Federal Communications Commission Connectivity Charges — If you are a Green Common Carrier Bureau Mountain Long Distance Service customer and 445 12th Street, SW have opted to receive one consolidated bill Washington, DC 20554

Do A Little Something To Help Keep Our Mountains Green... and Save Time and Money, Too!

Register for e-bill by visiting www.myaccount.wcvt.com.

www.wcvt.com • 800-496-3391 9 Consumer Information

Your Rights and Responsibilities The Senior Help Line: 1-800-642-5119 Your complete satisfaction is our ultimate AHS Economic Services Division goal and we will make every effort to correct (formerly PATH): any problems you might be having. The Applications and information available by following information describes our calling 1-800-479-6151. customers’ rights and responsibilities, summarizes additional contact information to Vermont Telecommunications help you answer any additional questions or Relay Service concerns you may have. Please don’t hesitate to contact our Customer Service The Vermont Telecommunication Relay Department at 1-800-496-3391 or visit us Service (VTRS) is a free service for all online at www.wcvt.com for further Vermonters, connecting deaf, hard-of- information. hearing, deaf-blind and speech-disabled individuals with users of regular telephones. Privacy Whether calling on a standard telephone or a TTY telephone (a special telephone with a Confidentiality issues have become of typewriter-style-keyboard), relay makes paramount concern to all of us, and communication simple, 24 hours a day, protecting these are a priority for us. We 365 days a year. strive to maintain high standards for the protection of our customer’s privacy. WCVT To Place A Relay Call, Dial: has established standard policies relating to 7-1-1 employee access to customer records and 1-800-253-0191 (TTY) we provide training to our employees about 1-800-253-0195 (Voice) their obligations to protect customer information and to treat it confidentially. Your Telephone Account Information Rights Unless we have your authorization and approval, we will not disclose customer information to non-affiliated third parties. However, we may internally use this information to offer you certain other WCVT services such as Internet access and long distance, but only to the extent permitted by government regulation and customer notice and consent requirements. Methods of Applying For Telephone Assistance Through Lifeline and Link-Up Programs Residential customers who qualify may be eligible for a monthly fee reduction on their telephone rates through the Lifeline and Link- Up programs. You may apply annually on the form included in your Vermont Income Tax return packet or contact the following agencies:

www.wcvt.com • 800-496-3391 10 How to Reduce Unwanted • from organizations with which you have Telemarketing at Home established a business relationship; • for which you have given prior written Many people find that telemarketing calls consent; provide them with valuable information about • that are not commercial or do not products and services. If you would rather not include unsolicited receive these calls, a National advertisements; Do-Not-Call Registry has been • from or on behalf of tax- established to address exempt non-profit consumer concerns about organizations. unwelcome telemarketing calls. The registry applies to all To register by telephone telemarketers (with the Consumers may call exception of certain non-profit 1-888-382-1222. and political organizations) and For TTY users, call 1-866- covers both interstate and 290-4236. You must call from intrastate telemarketing calls. the telephone number you wish Commercial telemarketers are to register. not allowed to call you if your number is listed on the registry. To register by Internet You can register any one of Visit the National Do-Not- your phone numbers for free, Call Registry website at and they will remain on the National Do-Not- www.donotcall.gov. Call Registry indefinitely. You may remove your Inclusion of your telephone number on the name from the list at any time. The Do-Not- National Do-Not-Call Registry will be effective Call Registry will not prevent all 31 days following your registration. unwanted calls. The National Do-Not-Call Registry does Visit our website at www.wcvt.com not prevent calls: for even more information. • Frequently Asked Questions • Internet Tech Support Tips and Tutorials • Quarterly Newsletters • Information on Special Promotions • And More!

www.wcvt.com • 800-496-3391 11 Contact Information

Our dedicated Customer Service Representatives are available to answer your questions, add services, or take payments at the following office locations:

Waitsfield and Champlain Valley Telecom Customer Service: (800) 496-3391 Repair Department: (802) 496-3393 E-mail: [email protected] Website: www.wcvt.com (Live Chat available) Business Hours: Mon.-Fri. 8:00am - 5:00pm Mailing Address: PO Box 9 Waitsfield,VT 05673 Office Locations Waitsfield Business Office 3898 Main Street, Route 100, Waitsfield Hinesburg Branch Office Mechanicsville Road, Hinesburg

Go Green and Enjoy Paperless Billing! Pay Online: Manage My Account at www.wcvt.com (Live Chat available) Pay by Phone: Automated Account Management System - 1-866-863-8070

Green Mountain Access Technical Support: (802) 496-8598 (local) (888) 321-0815 (toll-free) E-mail: [email protected] Website: www.greenmountainaccess.net (Live Chat available) Technical Support Telephone Hours: Local support is available Monday thru Friday from 8:00am to 7:30pm. Our after-hours partner provides extended support Monday thru Friday from 7:30pm to 8:00am as well as 24 hours on weekends and holidays.

Office Location Hinesburg Office Mechanicsville Road, Hinesburg

Printed on Recycled Paper

www.wcvt.com • 800-496-3391 12