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Telephone Consumer Information

Advancements in the telecommunications marketplace have changed the nature of consumer protection in telecommunications. At one time regulators fixed rates, choices were few, and disputes often focused on connection or disconnection of retail service by a single provider. No longer. Competition and technological advancements have substantially changed telecommunications. Chioce in local and long distance carriers, the advent of Voice over Internet service (VoIP), and the increased use of cell phones contribute to a more complex world of consumer protection.

Telecom Hot Topics

Choosing your long distance company.

You can choose to have as many as three phone companies, one each to provide your local, in-state toll and out-of-state long distance.

Our guide to shopping for phone service provides in-depth guidance if you are thinking of changing companies.

ABTolls is site that allows you to compare telephone rates. It is unaffiliated with DPS.

Cutting the cord: wireless telephone service

More and more Vermonters use and rely on wireless telephone services. Here is a link to information about wireless consumer protection.

Truth-in-Billing: The FCC recently extended existing "truth-in-billing" rules wireless phone bills. These new rules may make wireless bills easier to understand.

Telemarketing and scams

Consumers have a number of tools to reduce telemarketing calls and protect theselves from telephone scams like "slamming" and "cramming."

When your computer makes a call.

Some web sites trick consumers into paying to access "free" content. Others download programs to the consumer's computer that make calls, usually to international or 900 number calls, without the consumer's knowledge. The Federal Trade Commission has some information about how to protect yourself from these computer scams.

Local Telephone Service Competition

Since the Public Service Board opened Vermont up for local telephone service competition a large number of competitive local exchange carriers (CLECs) have applied for, and received authorization to provide service. Of these, we are aware of several which are actively providing service. Companies are not required to inform us when they begin to do so. This list will be updated as new providers come to our attention. (A complete list of licensed providers is posted on the PSB's website.)

At this time, CLEC service is available only within the territory currently served by Verizon. The the other, smaller local telephone service providers have not been required to open their territories, although cellular services may be a competitive option in some areas.

Below is a list of those carriers DPS is aware are actively providing service. This list is informational only, and should not be construed to represent any recommendation by the DPS. Please ensure you thoroughly discuss all rates and terms of service with the company before signing up.

Your Phone, Your Choices provides guidance on shopping for phone service.

  • AT&T
    1-800-222-0300 (Residential)
    1-800-222-0400 (Business)
  • BCN Telecom
    1-800-768-2852
  • Excel/Vartec Telecom
    1-800-708-7395
  • InfoHighway Communications (Commercial only) 1-800-320-6372
  • Lightship Telecom (Commercial only)
    1-877-548-7447
  • MCI
    1-800-444-3333
  • MetTel
    1-877- MetTel-1
  • Sovernet Communications
    1-877-877-2120
  • Telcove (Commercial only)
    1-888-743-2233
  • Trinsic Communications
    1-800-511-4572
  • Verizon
    1-800-585-4466 (Residential)
    1-800-941-9900 (Business)

Keep your phone number: local number portability

The ability for business and residential consumers to keep their telephone numbers is key to customer choice. Consumers are more likely to exercise their right to choose if it will produce fewer disruptions to their use of the service. The FCC’s recent orders extending LNP to the wireless telephone market and granting consumers the ability to port numbers between wireless and wireline carriers are important victories for consumers and the telecommunications marketplace. Check these FCC links more information about traditional and wireless Local Number Portability.

Understanding charges on your phone bill

Federal truth-in-billing rules are intended to make more clear what consumers are paying for each month, but the jargon and acronyms may be hard for consumers to sort out. This FCC Consumer Alert helps explain the charges on typical bills, including which are optional fees billed by the companies, which are required, and when is a tax really a fee.

Why do I pay by the minute for local calls?

The Department of Public Service receives many comments and questions about why Vermonters pay a small charge by the minute for local phone calls, known as local measured service. This Consumer Alert on Local Measured Service answers the most frequently asked questions on this topic.

Inside wiring

Something's wrong with the phone, but you don't know what. Maybe it's just static or it's just not working. Is it a problem with the lines in your home, or trouble with the company's lines outside? Your first instinct is to call the telephone company and have a technician out to check the lines. Be careful -- you may be charged for a service call if the company comes out and discovers the problem is on your side of the Network Interface Device (NID). The NID is usually the junction box attached to the outside of the building, and is the line of demarcation where the company's responsibility ends and yours begins.

Check First. There are a couple of things you can check before calling the company. Try a different phone in the jack to eliminate the possibility that the problem is with the phone itself. You can also plug your phone into the NID. If you get dial tone and the signal is clear, then it is likely the trouble is within the building. If you are renting, it is best to contact the landlord, as she or he usually pays for inside wiring repairs.

Choices. You can pay your local telephone company a fee each month to maintain the inside lines for you. This is usually referred to as inside wire maintenence coverage, basically insurance against any repairs you may need. Repairs to your inside wiring do not necessarally need to be performed by the phone company. Inside wire maintenance is a competitive service and you can hire whomever you want to do the work. Before you decide to buy inside wire maintenance coverage, consider the likelihood of an inside wire problem (how old is your dwelling, are you a renter whose landlord is responsible for repairs, etc.). You may also want to check the repair charges of independent contractors. Many people go years without ever having an inside wire problem. On the other hand, a single repair can be costly.

Payphones

In 1997, The Federal Communications Commission ordered the deregulation of pay phone rates for local coin and directory assistance calls.

How much the charge is will be determined by the companies providing the pay phones, and prices may vary. You may also have to pay for directory assistance calls from pay phones, just like you now pay when calling directory assistance for interstate long distance numbers. So when you dial 802-555-1212 or 411 at a pay phone, be prepared to pay for that call, in addition to the call you make once you get the phone number you are seeking. The cost for a directory assistance call from a pay phone may be different from the cost of a local coin call.

For more background see the FCC Consumer Alert: Calls From Payphones.

YOU CAN STILL MAKE LOCAL CALLS WITHOUT COINS

If you use prepaid calling cards or make collect calls, or if you use your phone card, you'll be able to make your call without using coins--even a local call, although the call may cost more than it would if you used coins. If you use a phone card to make a call, protect the card numbers and your code by making sure no one can look over your shoulder as you do so. Of course, you can also use your calling card, prepaid card or collect calling to make a long distance call.

In an emergency when you spot a fire, an accident, a crime happening, or someone needs medical assistance, you can call 911 without using coins. Please use 911 only for these kinds of emergency calls.

A call to the Vermont Telecommunications Relay Service to connect to someone who is deaf or disabled will also still be free.

WHAT YOU CAN DO

Pay phones companies must post a toll free number which callers can use to find out what their call will cost and what to do in case of a problem. Before you make a call at a pay phone, you can call this number for more information. Carry enough change so that no matter what the cost, you'll be ready and able to make the call you want to make.

PROBLEMS?

Call the pay phone provider if you have a problem with the phone, or your call isn't connected and you don't get your money back. Look on the sign posted on the pay phone for the toll-free number of the pay phone provider to call to report these types of problems.

Contact the Federal Communications Commission (FCC) if you have a complaint about the cost for a local coin call or the cost of a directory assistance call made using a pay phone: Federal Communications Commission, Common Carrier Bureau, Consumer Complaints, Mail Stop 1600A2, Washington, D.C. 20554. Or call the FCC toll free at 1-888-225-5322.

Voice Over Internet Protocol (VoIP)

Voice over Internet Protocol (VoIP) is a technology that allows you to make make telephone calls using a broadband Internet connection instead of a regular (or analog) phone line. DPS has prepared this VoIP Consumer Alert to answer important consumer protection questions about VoIP.

If you are having a problem with a VoIP service provider, we can take your complaint and see if we can provide informal assistance, but state jurisdiction over VoIP is limited. For most VoIP complaints, we recommend you contact the FCC for assistance. That contact information and more can be found at the FCC's Consumer Facts: VoIP.

 
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