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THE BASICS AND BEYOND

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CUSTOMER INFO GUIDE

To discuss Lifeline with a representative, or to see if you qualify, contact Frontier Customer Service at 1-800-921-8101 or visit us at:

Doing Business With Frontier

https://frontier.com/discountprograms/LifelineProgram.

Setting Up or Changing Your Phone Service

* Not all broadband products are eligible. If you've just moved into a new home or established a new business, we will be ** Some states also provide additional discounts. happy to connect your phone service. We can also make any changes needed to your current service. Please call Frontier's Customer Contact Center at one of these toll-free Installation Charges numbers: 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 Residential customers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-800-921-8101 generally appear on your first telephone bill. Centro Hispano de Frontier Clientes Residenciales. . . . . . . . . . . . . 1-800-921-8101

Unresolved Complaints

Residential Center for Customers with Disabilities. . . . . . . V/TTY 1-877-462-6606 Business customers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-800-921-8102

Do you have a billing question or a service inquiry?

Centro Hispano de Frontier Clientes Comerciales. . . . . . . . . . . . . . 1-800-921-8102 If you have a question about your bill, or have a concern or problem about your local telephone service, please call your local telephone service provider. Your telephone All customers with Text Telephones (TTYs-special equipment for people with hearing service provider would like to help you resolve any issue you may have. and/or speech disabilities) call Frontier through Relay South Carolina. (Please see page 6 for calling instructions.) Frontier customers may call: 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 customers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-800-921-8101 appear in the directory, Frontier calling services you may wish to order, credit Centro Hispano de Frontier Clientes Residenciales. . . . . . . . . . . . . 1-800-921-8101 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 Residential Center for Customers with Disabilities. . . . . . . V/TTY 1-877-462-6606 be refunded to you, with interest, after a year of timely payments. Business customers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-800-921-8102 Residential phones are installed for normal domestic use. Residential service will be changed to business service if the telephone is used primarily for business or is Centro Hispano de Frontier Clientes Comerciales. . . . . . . . . . . . . . 1-800-921-8102 advertised for business purposes. If you want to change your business service to residential service, you will be required to change your telephone number, unless the Text Telephone (TTY) customers call Frontier through the Relay South Carolina. (Please downgrade is coincident with the new directory publication. see page 6 for calling instructions.) The customer service representative who answers your call will help you resolve your Please Note: To ensure your white page listing is correct for the next directory, issue. If for any reason you are not satisfied with the solution offered, please ask to please call the appropriate 1-800 number at least three months prior to the publication date to make any additions, changes, or deletions. speak with a supervisor. Supervisors are highly trained and are able to resolve most issues. Deposits If there are multiple telephone service providers in this area, and if you are attempting to reach a company other than Frontier, please see the section of this guide that lists When establishing new telephone service, you may be required to pay a deposit. The other local telephone companies to find the correct number. decision to require a deposit is based on several factors, including: Telephone service during the past two years What do I do if I am not fully satisfied with the solution proposed by my telephone service provider? Outstanding balances on previous accounts of the same type Repeated late payments Many service providers have a customer relations office which is staffed to provide additional assistance to customers with billing or service issues. Prior disconnection of service for nonpayment A noticeable change in the degree of use or original purpose of the service

If you are not satisfied after speaking with a supervisor, Frontier customers may contact: Frontier Customer Relations (toll-free) at

1-800-426-6404.

If a deposit is required from you, you will be notified of the other options for establishing credit. The deposit amount is based on the charges for regulated local

The office is open Monday through Friday, from 7:00 a.m to 10:00 p.m. EST.

services and may include intraLATA and interLATA tolls if Frontier is the principal

Or you may write to:

billing and collection agent for your interexchange carrier. (Please see page 7 for more

Frontier Customer Relations

information about LATAs and long-distance providers.)

1398 S. Woodland Blvd., Suite C

Your deposit will earn interest and will be refunded once your credit has been

Deland, FL 32720

established or you have been issued a final bill. The interest that accrues on your deposit during the year will be credited annually. You also have the right to contact the Consumer Services Department at the Office of Regulatory Staff: 800-922-1531 Installation Charges There is a charge to start your new telephone service. Please talk to Frontier's Billing Customer Contact Center to find out the charges in your area. Installation charges generally appear on your first telephone bill. If you have billing questions, please contact us at one of these toll-free numbers: If you are a residential customer, you have the option of paying your installation Residential customers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-800-921-8101 charges over a period of three months. Business customers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-800-921-8102 Lifeline Assistance Text Telephone (TTY) customers call Frontier through the Relay South Carolina. (Please Do you need help paying for phone service or internet access? Lifeline is a see page 6 for calling instructions.) nontransferable government assistance program that provides a $9.25 discount on the cost of monthly telephone service or broadband (where available) * and is limited to one For your convenience, you can also use Frontier's automated system to check discount per household. ** the status of your bill; find the payment location nearest you; and make payment arrangements. Before you call, please locate your customer ID number. You'll find it Only eligible customers may enroll and receive the discount. on the first page of your bill next to your telephone number. The automated system is accessed by calling the telephone number (listed above) for residential customers. You may be eligible for the Lifeline telephone or broadband service discount if you, or (This service is only available to residential customers.) someone in your household, participate in any of these programs: Medicaid

066010

You will be billed monthly for standard charges such as local service (one month in Supplemental Nutrition Assistance Program advance), long-distance calls (from any telephone number for which you have billing (SNAP) responsibility), optional services (Call Waiting, Caller ID, etc.), and any past due Supplemental Security Income (SSI) amount. The due date for payment is printed on your bill. Payment not received by the Federal Public Housing Assistance (Section 8) due date is considered late and penalty charges may apply. Veterans Pension Survivors Pension You may also qualify if your household income is at or below 135% of the Federal Poverty Guidelines.

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