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frequently asked questions

Repair Services:

Telephone Security:

Convenience Features:

Money Saving Questions

Telephone Directories

Business Services

Long Distance Questions

Misc. Questions



Repair Services:

What repairs are included with my telephone service?

If you have a service problem, we work with you to locate and eliminate the trouble. FairPoint Communications maintains your outside lines as a part of your basic monthly rate. However, unless you subscribe to Network Care, you are responsible for the maintenance of your inside wire and jacks. Telephone sets are also your responsibility.
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How can I tell where the problem is?

Try these simple tests to determine if the problem is in your phone or in the phone lines. For modular phones, unplug the phone from the outlet and plug in a phone that is working correctly. If the problem appears to go away, it is a problem with your telephone set. If the problem continues, you can test the line by using the Network Interface Device (NID). This is a gray box attached to the outside of your home located where the telephone line enters your premises. If you do not have a NID, contact our repair service at 1.888.889.9950.
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Network Interface Device (NID)

Your NID may vary in appearance from that shown here, but all will have a test jack for each line installed into your home.
  1. Open the Network Interface's small door.

  2. Locate the "test jack."

  3. Disconnect the plug from the telephone company "test jack."
  4. Plug in a telephone known to be working into the "test jack."
  5. If you receive a dial tone, your house wiring is defective. If you subscribe to Network Care, call our repair service and we will fix it at no additional charge. If you do not subscribe to Network Care and wish to have the telephone company repair service handle the repairs for you, call our repair service at 1.888.889.9950. You will have to pay a service charge for the visit and repairs will be done on a time and materials basis. Testing with more than one phone will provide more accurate results.
  6. If you don't receive a dial tone, the trouble could be in outside lines. Call 1.888.889.9950 and we will determine the problem from there.
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Telephone Security:

What is 900 blocking service?

900 Blocking Service suppresses the ability to dial 900 number (or numbers with 976, 940 and 550 exchange codes) on your telephone line, preventing the associated charges from being billed to your number. The initial blocking and unblocking request is offered by FairPoint free of charge.
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Why can't my son make changes to our phone service?

In order to eliminate the possibility of unwanted changes being made to your account, only authorized parties may make changes to your phone service and features.
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What is a PIC Freeze?

A PIC Freeze prevents anyone except you from changing your long distance carrier. This prevents "Slamming," the changing of a long distance carrier by someone other than you.
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How can I prevent collect calls from being accepted on my line?

Terminating Number Screening alerts operators throughout the country that collect and/or third number calls cannot be billed to your number.
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Can I have a call traced?

Call Trace is an advanced feature available from the phone company. It allows you to automatically trace the originating number of an obscene, threatening or harassing call. After receiving such a call, you simply dial *57 to have the party's phone number made available to the phone company. After you have traced the call, contact your local law enforcement agency if you want the call to be investigated further. The phone company can only provide trace information to a law enforcement agency.
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Convenience Features:

I recently signed up for Call Forwarding - where can I find instructions?

Instructions for all of the Calling Features we offer can be found on this site, in the Lakes Region or FairPoint Directories (available free of charge by calling the Customer Service Center), or by contacting the Customer Service Center (visit Contact Us for a list of our addresses and phone numbers).
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How can I prevent toll calls from being made on my phone?

Toll calls can be prevented by calling the Customer Service Center and signing up for one of the following services: Total Call Block, which prevents 0+number and 1+number calls, and Curb-A-Charge, which suppresses the ability to dial toll calls directly (only credit card, collect and calls billed to a third party can be made), and Toll with PIN, which requires a 1-7 digit pin number to access Long Distance service.
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Do I have to dial "1-207" or "1-603" or "1-802" before I make an in-state call?

Maine Customers
We offer two methods of dialing toll calls within Maine. One method requires that you dial 1+207+the number. 7 Digit Dialing allows you to dial just the 7 digit number whether you are placing a local call or a toll call. 7 digit dialing is a free service. It does not affect your local calling area - a toll call is still a toll call and normal charges will apply.

Until now, some customers have been able to dial your local calling area in New Hampshire without dialing the area code. Effective September 23, 2002, you will no longer be able to dial your local calling area in New Hampshire without first dialing 1+603 and then the seven-digit number. Calls to Chatham (694) and East Conway (939) New Hampshire will continue to be toll free for those customers who have those exchanges in their local calling areas. The change is necessary due to the increasing number of new exchanges (the first three digits of a telephone number) being opened by new providers.

New Hampshire Customers
Until now, some customers have been able to dial your local calling area in Maine without dialing the area code. Effective September 23, 2002, you will no longer be able to dial your local calling area in Maine without first dialing 1+207 and then the seven-digit number. Calls to Fryeburg (935), North Fryeburg (697), Lovell (925) and North Lovell (928) will continue to be toll free for those customers who have those exchanges in their local calling areas. The change is necessary due to the increasing number of new exchanges (the first three digits of a telephone number) being opened by new providers.

Vermont Customers
Until now, customers in Groton and West Newbury have been able to dial your local calling area in New Hampshire without dialing the area code. Effective October 29, 2002, you will no longer be able to dial your local calling area in New Hampshire without first dialing 1+603 and then the seven-digit number. Calls to Woodsville (747) and North Haverhill (787 or 288) New Hampshire will continue to be toll free for those customers who have those exchanges in their local calling areas. The change is necessary due to the increasing number of new exchanges (the first three digits of a telephone number) being opened by new providers.
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Can I pay my phone bill with a credit card?

Sure! Just check the box on the front of your phone bill and provide your credit card information on the reverse side. You can pay with a credit card one time only or on a regular basis. Just let us know!
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Money Saving Questions:

I only need telephone service for part of the year at my camp. Do you offer a seasonal service?

If you plan to be away from your home or your business for a month or more, you may wish to have your telephone service "seasonally suspended." You will be billed half the normal monthly charge while your service is suspended. A charge is applied to your bill when you begin half rate status. During the period when the customer is billed at the reduced rate, no installations, moves, changes, or maintenance will be provided by the telephone company.
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What is Lifeline?

Lifeline allows substantial discounts on telephone service to be offered to households where at least one member receives federal or state aid under: Aid to Families with Dependent Children, Food Stamps, Medicaid, Supplemental Security Income, Emergency Assistance Program, Home Energy Assistance. For more information contact Customer Service.
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How can I determine which calling plan is right for me?

The first step would be to review the descriptions of the calling plans on this site. We offer a variety of calling plans designed to save you money on your in-state long distance calling. You also might want to call the Customer Service Center for a review of your most recent bill to determine how much money you could save with our calling plans.
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Lakes Region & FairPoint Directories:

I am new to the area. Where can I get help to find my way around?

The best place to start is the Lakes Region or FairPoint directories, published by FairPoint Communications. In addition to the most complete, most accurate local telephone listings, the Lakes Region Directory features the Community Pages - a complete tour guide to the Lakes Region including Community Information, a Combined School Calendar, a Combined Town Calendar, Destinations (featuring day trips and museums), Recreation and Leisure listings, Points of Interest, Community Service Numbers, a Local Area Map and much more.
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How do I advertise in your directories?

Just call our directory partner Hanson Directory Services at 1.800.622.0034. They'll help you through the process from start to finish - from determining which section best fits your business to designing an effective advertisement.
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How can I get an unpublished number?

Just call the Customer Service Center and let us know. We will make sure that your phone number is not published and is not available through Directory Assistance.
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Business Services:

How do I get a 1-800 number?

FairPoint Long Distance offers you a 1-800 toll-free calling number feature. Call us for details.
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I own a business in the area. Do you offer any services to help my business?

Our Account Managers are ready to help you navigate the business options of telecommunications. Centrex, Key Systems, Voice Mail, Internet Access, Telecommunications Equipment Solutions and much more. Just call customer service to reach an account manager or email us at customerservice646@fairpoint.com.
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Long Distance Questions:

How do I change my long distance carrier?

Simply call the Customer Service Center and let us know which long distance carrier you want to switch to. A $5.00 charge applies (this fee is occasionally refunded to the customer by the new carrier). Customer must also contact the carrier directly.
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Misc. Questions:

How do I reach the phone company?

Visit our Contact Us page for a list of our phone numbers, email addresses, and mailing addresses.
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How do I read my phone bill?

We recently redesigned our phone bills to make them easier to read. For a detailed description of the bills, visit our About Your Bill section.
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What are my Rights & Responsibilities as a telephone customer?

Regulations and Tariffs
Regulations and tariffs governing the furnishing of services by the telephone company are on file at our business office and are available for your reference.

Statement of Nondiscrimination
Maine, Standish, China, Northland, and Community Service Telephone Companies are the recipients of Federal financial assistance from Rural Electrification Administration, an agency of the U.S. Department of Agriculture, and is subject to the provisions of Title VI of the Civil Rights Act of 1964, as amended, Section 504 of the Rehabilitation Act of 1973, as amended, the Age Discrimination Act of 1975, as amended, and the rules and regulations of the U.S. Department of Agriculture which provides that no person in the United States on the basis of race, color, national origin, age or handicap shall be excluded from participation in, admission or access to, denied the benefits of, or otherwise be subjected to discrimination under any of this organization's programs or activities.

Human Resources is responsible for coordinating this organization's nondiscrimination compliance efforts. Any individual or specific class of individuals who feels that this organization has subjected them to discrimination may obtain further information about the statutes and regulations listed above, and/ or file a complaint with this organization or: the Secretary, U.S. Department of Agriculture, Washington, DC 20250, or the Administrator, Rural Electrification Administration, Washington, DC 20250. Complaints must be filed within 180 days after the alleged discrimination. Confidentiality will be maintained to the extent possible.

Pay-Per-Call Services
If a number begins with 900, 976, 940 or 550, you should know that this number is part of a rapidly growing family of information services offered by service providers. These Pay-Per-Call services can be useful sources of information on a variety of subjects.

You should know that unlike toll free calls to 800, 855, 866, 877 & 888 numbers, Pay-Per-Call services are billed to the caller, normally on the caller's monthly telephone bill. These charges appear on a special bill page entitled Pay-Per-Call Messages. However, charges could also be billed bythe information provider. The rates on these calls, charged on a per-call or per-minute basis, are determined by the information provider and could, without responsible use by the caller, result in unexpectedly high bills.

Customer Complaints or Problems
If you have a complaint or a dispute about your telephone service, contact a service representative at 1.800.400.5568. Our customer service representatives have a responsibility to try to answer your questions and resolve your problems. If you are not satisfied, ask to speak with one of the managers.

If you have contacted our Customer Service or Account Services department about a problem and you are not satisfied with the result, you have the right to appeal to the Maine Public Utilities Commission in Augusta, Maine. The toll free number is 1.800.452.4699. If you are a New Hampshire Customer, contact the New Hampshire Public Utilities Commission, 8 Old Suncook road, Concord, NH 03301. The toll free number is 1.800.852.3793.

Your telephone service will not be interrupted while the PUC is reviewing your appeal, provided you pay the undisputed portion of your bill.

Right of Access
At all reasonable times, the telephone company through its authorized employees shall have the right of access to the premises of the subscriber to install, inspect or repair the lines or equipment, or to remove them upon termination of the subscriber�s right of use.
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