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VTel Information
How To Reach Us
Business Office
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Residence & Business Customers:
For service in all VTel areas call.................................1-800-279-4049
Visit us on the web at...........................................www.vermontel.com Phone lines open Monday through Saturday 8am to 5pm excluding holidays Lobby hours Monday through Friday 9am to 4pm
Internet Department
Local/VT............................................................................1-802-885-9002
Repair Service
About Us
Vermont Telephone Company, Inc. is a family-owned telephone company that began serving rural Vermont in the 1890’s. We provide over 15,000 customers in 14 exchange areas both regulated and non-regulated service. We operate a four-state optical fiber network spanning Montreal, New York, Boston and Vermont with speeds of 10 Gig to 100 Gig, serving some of the most intensive data users in the northeast. Our advanced telecommunications, combined with experienced customer service representatives and specialized technical support, create “World Class Technology with Down Home Service”.
In 2010, VTel achieved the humbling honor of being awarded over $130 million in federal stimulus funds to expand our existing fiber network and to implement Wireless Open World (WOW), which provides a fiber to the home connection of every VTel home and business and also enables the deployment of a 4G/LTE high speed, wireless broadband network in Vermont’s most underserved areas. We are Vermonters proudly serving Vermonters.
Resolving Problems
If you have a problem with service or billing, call a Customer Advocate at our Business Office......................................................................1-800-279-4049
If you are not satisfied with the resolution offered, ask to speak with the Customer Service Manager. If, after speaking to the Customer Service Manager, you are still not satisfied, please write to: VTel - 354 River St., Springfield, VT 05156 or E-Mail: info@vermontel.com
You may also contact the Vermont Department of Public Service at: Consumer Affairs & Public Information Division Department of Public Service (DPS) 112 State St. Drawer 20, Montpelier, VT 05620-2601 Or Call (within Vermont) ...................................................1-800-622-4496 Direct .................................................................................................828-2811 TTY........................................................................................1-800-734-8390 Fax .....................................................................................................828-2342 E-Mail ..............................................................psd.consumer@vermont.gov
VTEL INFORMATION
Vermont Consumer Bill Of Rights
1. Consumers shall have the right to know and control what they are buying. 2. Consumers shall have the right to know from whom they are buying. 3. Consumers shall have the right to know the full price of the goods and services they are purchasing. 4. Consumers shall have the right to reasonable payment terms. 5. Consumers shall have the right to fair treatment from all providers. 6. Consumers shall have the right to impartial resolution of disputes. 7. Consumers shall have the right to reasonable compensation for poor service quality. 8. Consumers shall have the right of access to basic local exchange service as long as basic local exchange service charges are paid, regardless of whether they have paid any charges for non-basic local exchange service. 9. Consumers shall have the right to be free of improper discrimination in prices, terms, conditions or offers.
10. Consumers shall have the right to privacy by controlling the release of information about themselves and their calling patterns and by controlling unreasonable intrusions upon their privacy. 11. Consumers shall have the right to join with other consumers for mutual benefit.
VTel Guarantees
If you ever feel VTel could have served you better just tell us and get a free month’s service up to once a year.
If you ever learn of a lower price tell us, we’ll send $10 to thank you, and we’ll match the lower price or end any contract with no penalty. We’ve never seen a lower price we can’t match. Our goal is the best service, with the best technology, and the lowest cost.
VTEL INFORMATION Services for TTY Customer
Exemptions For Qualified Customers
If you or someone in your household is deaf, hard of hearing or speech disabled and uses a TTY device, exemptions from telephone charges may apply. Operator assistance is free to qualified customers who have difficulty dialing. Directory assistance is free to qualified customers unable to use telephone directories.
Vermont Telecommunications Relay Service (VTRS)
Now, from anywhere in the state, all you need to do is Dial 7-1-1 to initiate a VTRS conversation between a TTY (text telephone) user and a standard voice telephone user. Additionally, the existing toll free numbers, 1-800-253-0191 for TTY users and 1-800-253-0195 for voice users, will continue to be available to reach a communications assistant or relay operator.
VTRS enables hearing people to communicate over regular telephone lines with a TTY user who may be deaf, hard of hearing or speech disabled. There is no limit on the number of times you may use this service. And VTRS is available around the clock - 365 days a year.
How Does It Work?
This free service connects a standard telephone user with someone using a TTY who may not hear or speak clearly over the telephone. A communications assistant “relays” the conversations between the two. All calls are handled with strict confidentiality.
Local relay calls placed from a coin telephone are free. However, if a relay call placed from a coin telephone is a toll or long distance call, the caller must use a prepaid card or calling card; coins are not accepted. VTRS toll calls using calling cards cost no more than if paid with coins or with pre-paid cards. Rates vary by provider.
A reminder to all relay and TTY users: please continue to use 9-1-1 for emergencies. 7-1-1 should be used to reach the Vermont Telecommunications Relay Service for regular calls only.
LifeLine
LifeLine programs assist qualifying customers in paying for their monthly telephone or internet service. Applications and information regarding these services are available in the Vermont Tax forms package or by calling the Vermont Economic Services Division at 1-800-775-0507.
Finding A Number
Directory Assistance (In-State)...............................................4-1-1 Directory Assistance (Out-Of-State Listings)
VTel Long Distance Customers only................................. 4-1-1
All Other Carriers .................................1-(area code)-555-1212 Directory Assistance (Toll Free Numbers)..........1-800-555-1212 • There is no charge from residential lines for the first three calls to In-State Directory Assistance within each billing period.
The maximum number of requests per call is two. • After the three call monthly allowance you will be billed 60¢ each time you call In-State Directory Assistance. • If you dial 0 and have the operator connect you to In-State
Directory Assistance, the charge will be 75¢ and will not be included in your monthly three-call allowance. • Rate varies by long distance carrier.
900 Blocking Service
Charges for 900 messages are for non-telecommunications services. You have the right to block 900 numbers from being called from your phone. Simply call VTel at 885-9000 and request this service.
VTel Internet Services
VTel offers you an exciting and informative connection to Vermont and the world through its Internet Services. The internet allows you to receive information quickly and affordably by connecting your personal computer to a regular phone line using a modem. VTel Internet allows you to surf the World Wide Web, send e-mail, join news groups and much more! We make it even easier for you with one bill convenience.
To set up your VTel Internet account:
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