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THE BASICS AND BEYOND 3 CUSTOMER INFO GUIDE Low-Income Energy Assistance Program (LIHEAP) Doing Business With Frontier National School Lunch Program's free lunch program Setting Up or Changing Your Phone Service Temporary Assistance for Needy Families (TANF) If you've just moved into a new home or established a new business, we will be You may also qualify if your household is at or below 135% of the Federal Poverty happy to connect your phone service. We can also make any changes needed to your Guidelines. To discuss Lifeline further, or to see if you qualify, contact Frontier current service. Please call Frontier's Customer Contact Center at one of these toll-free Customer Service at 1-800-921-8101 or visit us at www.frontier.com. numbers: Residential customers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-800-921-8101 Unresolved Complaints Centro Hispano de Frontier Clientes Residenciales. . . . . . . . . . . . . 1-800-921-8101 Do you have a billing question or a service inquiry? Residential Center for Customers with Disabilities. . . . . . . V/TTY 1-877-462-6606 If you have a question about your bill, or have a concern or problem about your local Business customers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-800-921-8102 telephone service, please call your local telephone service provider. Your telephone service provider would like to help you resolve any issue you may have. Centro Hispano de Frontier Clientes Comerciales. . . . . . . . . . . . . . 1-800-921-8102 All customers with Text Telephones (TTYs-special equipment for people with hearing Frontier customers may call: and/or speech disabilities) call Frontier through Relay South Carolina. (Please see Residential customers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-800-921-8101 page 6 for calling instructions.) Centro Hispano de Frontier Clientes Residenciales. . . . . . . . . . . . . 1-800-921-8101 When applying for new telephone service, you will be asked to answer several questions. Responses to questions such as your address, how your name should Residential Center for Customers with Disabilities. . . . . . . V/TTY 1-877-462-6606 appear in the directory, Frontier calling services you may wish to order, credit Business customers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-800-921-8102 information, and previous telephone services will help us with all of your telephone service needs and determine if a deposit will be required. If a deposit is required, it will Centro Hispano de Frontier Clientes Comerciales. . . . . . . . . . . . . . 1-800-921-8102 be refunded to you, with interest, after a year of timely payments. Text Telephone (TTY) customers call Frontier through the Relay South Carolina. (Please Residential phones are installed for normal domestic use. Residential service will see page 6 for calling instructions.) be changed to business service if the telephone is used primarily for business or is advertised for business purposes. If you want to change your business service to The customer service representative who answers your call will help you resolve your residential service, you will be required to change your telephone number, unless the issue. If for any reason you are not satisfied with the solution offered, please ask to downgrade is coincident with the new directory publication. speak with a supervisor. Supervisors are highly trained and are able to resolve most issues. Please Note: To ensure your white page listing is correct for the next directory, If there are multiple telephone service providers in this area, and if you are attempting please call the appropriate 1-800 number at least three months prior to the publication to reach a company other than Frontier, please see the section of this guide that lists date to make any additions, changes, or deletions. other local telephone companies to find the correct number. Deposits What do I do if I am not fully satisfied with the solution proposed by my telephone service provider? When establishing new telephone service, you may be required to pay a deposit. The decision to require a deposit is based on several factors, including: Many service providers have a customer relations office which is staffed to provide additional assistance to customers with billing or service issues. Telephone service during the past two years Outstanding balances on previous accounts of the same type If you are not satisfied after speaking with a supervisor, Frontier customers may contact: Frontier Customer Relations (toll-free) at 1-800-426-6404. Repeated late payments The office is open Monday through Friday, from 7:00 a.m to 10:00 p.m. EST. Prior disconnection of service for nonpayment Or you may write to: A noticeable change in the degree of use or original purpose of the service Frontier Customer Relations If a deposit is required from you, you will be notified of the other options for 1398 S. Woodland Blvd., Suite C Deland, FL 32720 establishing credit. The deposit amount is based on the charges for regulated local services and may include intraLATA and interLATA tolls if Frontier is the principal billing and collection agent for your interexchange carrier. (Please see page 7 for more You also have the right to contact the Consumer Services Department at the Office of information about LATAs and long-distance providers.) Regulatory Staff: 800-922-1531 Your deposit will earn interest and will be refunded once your credit has been Billing established or you have been issued a final bill. The interest that accrues on your If you have billing questions, please contact us at one of these toll-free numbers: deposit during the year will be credited annually. Installation Charges Residential customers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-800-921-8101 Business customers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-800-921-8102 There is a charge to start your new telephone service. Please talk to Frontier's Customer Contact Center to find out the charges in your area. Installation charges Text Telephone (TTY) customers call Frontier through the Relay South Carolina. (Please generally appear on your first telephone bill. see page 6 for calling instructions.) If you are a residential customer, you have the option of paying your installation For your convenience, you can also use Frontier's automated system to check charges over a period of three months. the status of your bill; find the payment location nearest you; and make payment Lifeline Assistance arrangements. Before you call, please locate your customer ID number. You'll find it on the first page of your bill next to your telephone number. The automated system Do you need help paying for phone service? Lifeline is a non-transferable government is accessed by calling the telephone number (listed above) for residential customers. assistance program that provides a discount on the cost of monthly telephone service (This service is only available to residential customers.) and is limited to one discount per household. Only eligible customers may enroll. You may be eligible for low-cost Frontier Telephone Service through Lifeline if you, or You will be billed monthly for standard charges such as local service (one month in 066010 advance), long-distance calls (from any telephone number for which you have billing someone in your household, participate in any of these programs: responsibility), authorized charges on your calling card, optional services (Call Waiting, Medicaid Caller ID, etc.), and any past due amount. The due date for payment is printed on your Supplemental Nutrition Assistance Program (SNAP) formely Food Stamps bill. Payment not received by the due date is considered late and penalty charges may apply. Social Security Income (SSI) Federal Public Housing Assistance (Section 8)

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