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SERVICES AND CALLING PLANS
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SERVICES AND CALLING PLANS














What is PlainTalk?
PlainTalk@Home and PlainTalk@Work local calling plans allow customers to pay a flat monthly fee for local service and 20 hours of local calling. Under this calling plan, zone charges are eliminated. For more information, click on the appropriate link below:

What is ValuPak?
Once you are a PlainTalk@Home or PlainTalk@Work customer you can subscribe to the ValuPak feature packages which offer over 20 commonly used telephone services and sizeable discounts on up to 4 additional lines. For more information, click on the appropriate link below:



How do combinations of PlainTalk, ValuPak and DSL help me reduce my local phone bill?
When you combine all three of these great service offerings you get not only their individual benefits but also increase your monthly local calling allowance to 8000 minutes.

Where does VTel offer service?
VTel offers service in the following local exchange areas:

Bridgewater (672)
Chester (875)
Cuttingsville (492)
Danby (293)
Grafton (843)
Hartland (436)
Killington (422)
Middletown Springs (235)
Mount Holly (259)
North Springfield (886)
Pawlet (325)
Saxtons River (869)
Springfield (885)
Wallingford (446)

What is my local calling area?
Your local calling area depends on the exchange within which you receive local exchange service. Click to see VTel's calling areas.

Why do we pay per minute for local calls in Vermont?
Local measured usage is a state-wide policy implemented by order of the Vermont Public Service Board. Expansion in local calling areas throughout the state and increased capacity costs due to rising Internet usage were two of the main drivers. For more information see the following document posted to the Vermont Department of Public Service website:


What is the "maximum cap" I see on my bill?
Although local calls in Vermont incur a per minute charge, VTel's tariff limits the total amount of per minute charges that a customer can incur in any one month. Any additional talk time once this maximum cap is reached incurs no additional charges. The cap for residential customers is $36 per month. The cap for business customers is $58 per month. The benefit of this cap as well as overall per minute charges can be further improved by subscribing to VTel's PlainTalk local calling plan

I recently went on the Internet, why is my telephone bill higher than it was last month?
If you are accessing the Internet via a dial up connection to a telephone number within your local calling area, each minute your computer remains connected incurs the local measured service per minute charges, up to the maximum cap amount. You may also find that the local access number you are using is not within your local calling area which will result in long distance per minute charges on your bill for on-line time. Please take great care in verifying that your Internet access number is a local call for you as you are responsible for all usage charges - these charges being above and beyond your monthly Internet access charge. You may also want to consider VTel DSL Service, which provides a high-speed, always-on Internet Connection without any local measured service charges for your on-line time

Why do some calls display on my Caller ID and others show unavailable or out of area?
When the originating caller has chosen to block delivery of their name and phone number to persons they call your Caller ID unit will likely display PRIVATE instead of the name and phone number. In some cases the network serving the originating caller or some facility between them and the VTel network may be incapable of recognizing and passing Caller ID information. In these cases your Caller ID unit will likely display UNKNOWN

I have a non-published number, why is it showing up on a caller ID device when I make a call?
Non-published numbers are not listed in printed directories, nor are they available through directory assistance. There are two other privacy options if you also want your number blocked from delivery to customers subscribing to Caller ID service. Caller ID Blocking - Per Call allows you to block your phone number and name on a call by call basis by dialing *67 immediately prior to placing each call. Only the current call will be blocked. Caller ID Blocking - Per Line will automatically block delivery of your phone number and name. If you wish to have the information delivered on specific calls, you may do so by dialing *82 immediately before each call. Delivery will occur on the current call only. Per Line blocking must be subscribed to by completing a "Request for Line Blocking Service" form and submitting it to the VTel Business Office. There are two instances where blocking is not applied. For your safety, calling party information is always delivered when dialing 9-1-1. Calling party information will also be delivered for calls to toll free numbers (e.g., 800, 866, 877). This is per FCC rule, which determined that the called party is entitled to receive this information as they are paying for the call.

How do I access my voice mail?
To check your messages from home or office, dial *99, enter your PIN and press 1 to listen to your messages. To check your messages when away from your home or office, dial the telephone number subscribed to voice mail, press 9 when you begin to hear your greeting, enter your PIN and press 1 to listen to your messages.

What is the coverage area of the VTel Telephone Directory?
The VTel Southern Vermont Official Regional Telephone Directory is distributed throughout the four Southern Vermont counties (Bennington, Windham, Rutland and Windsor) as well as select border towns in New Hampshire. White Page listings information is also available on the section of our website.

LONG DISTANCE







Does Vermont Telephone Company offer long distance service?
Yes, VTel offers in-state, interstate and international long distance service.

What other long distance providers are available to VTel local service customers?
The providers listed alphabetically below currently offer long distance service within VTel's local serving area. For more specific information please contact the long distance carrier of your choice.

ALLNET 1(800)783-2020
AMERICAN TELECOM ENTERPRISES 1(800)945-3344
AMERIVISION COMM. 1(405)879-0555
AT&T 1(800)222-0300
VERIZON 1(800)483-3737
BROADWING TELECOMMUNICATIONS 1(214)562-0000
BROADWING TELECOMMUNICATIONS 1(512)433-2469
CABLE & WIRELESS 1(800)486-8686
CELLULAR ONE 1(802)654-5045
COAST INTERNATIONAL 1(913)338-1212
ENHANCED SERVICES BILLING 1(888)760-3724
EXCEL 1(800)787-3333
EXCEL COMMUNICATIONS 1(800)875-9235
FEDERAL TRANSTEL 1(800)388-8111
FRONTIER COMMUNICATIONS 1(800)639-2200
GTE LONG DISTANCE 1(214)621-5948
HOLD BILLING SERVICES 1(800)811-4535
ILD TELESERVICES 1(800)433-4518
INTEGRETEL INC 1(800)736-7500
LONG DISTANCE/USA (SPRINT) 1(816)276-6881
MATRIX TELECOM 1(817)581-9380
MCI 1(800)444-3333
MCI SATELLITE BUSINESS SYSTEMS 1(214)918-5166
METROMEDIA 1(800)275-2273
MIDCOM COMM. (LOGICALL) 1(206)628-6105
NATIONAL TELEPHONE COMM. 1(714)251-8000
OAN SERVICES 1(800)944-9646
ONCOR COMMUNICATIONS INC 1(800)864-2149
ONESTAR (FORMERLY TELSTAR) 1(800)950-7630
POLARNET 1(800)927-6527
QWEST (FORMERLY LCI INT'L) 1(800)860-2255
QWEST/NEXTEL 1(800)605-5994
RCI (FRONTIER) 1(800)836-7000
SPRINT 1(800)326-1991
TELECOM USA 1(800)777-2321
TELECOM USA (MCI) 1(800)955-5444
THE FIRST GROUP 1(609)268-8000
TRANSNATIONAL COMM. 1(617)369-1129
U S BILLING INC 1(888)760-8724
UNIDIAL 1(502)244-6666
US TELESERVICES 1(703)691-2220
VERMONT TELEPHONE CO. INC 1(800)279-4049
VRS BILLING SYSTEMS 1(800)800-2526
WEST COAST TELESERVICES 1(805)963-2423
WILLIAMS COMPANY 1(888)465-9516
WILTEL 1(800)864-4040
WORKING ASSETS 1(800)788-8588
WORLD COMM, INC 1(800)370-6000
ZERO PLUS DIALING INC 1(888)760-0734

What is the difference between InterLATA and IntraLATA long distance carriers?
The state of Vermont constitutes essentially one LATA. Calls between points within the Vermont LATA but not within your local calling area are considered IntraLATA long distance. Calls originating in Vermont but terminating outside the Vermont LATA are considered InterLATA long distance. You have the option to select separate carriers to provide your InterLATA and IntraLATA long distance services.

How do I change my long distance carrier?
The best way to save money on long distance service may be to enroll in a calling plan that fits your habits. Consider a variety of factors when comparing plans: how many calls you make a month; how long you talk; the time of day you usually call; where the calls are placed; the rate per minute and/or per month; any monthly fees or minimum spending limits. You should request written material from companies and compare their rates to your calling patterns and make sure you fully review the details of a plan before you sign on. Once you've chosen a carrier, be sure to speak directly to that carrier about establishing a billing account to be sure you receive the rates you are signing up for. You must also contact the carrier you've left to avoid any continued monthly charges. You may also want to contact your local exchange carrier to be sure your choice of long distance carrier is correctly provisioned in their network.

Who do I call if I have issues with long distance charges on my bill?
Each section of your bill should include identification of the service provider issuing the charges in that section as well as either a toll free number or address to contact with billing questions. Inquiries should begin with that service provider as specified on the bill.

CUSTOMER SUPPORT







If I have a service or billing problem, whom should I call?
Please contact a Customer Service Advocate at 800-279-4049 to discuss any problems with service or billing. 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 Street, Springfield, VT 05156. Or send email to You may also contact the Vermont Department of Public Service at Consumer Affairs Division & Public Information, DPS, 112 State Street Drawer 20, Montpelier, VT 05620-2601. Or send email to

Where can I make my payments in person?
In Person Payments are accepted at the following locations:

Springfield
   VTel
   354 River Street
   9am - 4pm Monday thru Friday

   Chittenden Bank
   6 Main Street
   9am - 5pm Monday thru Friday

Chester
   Chittenden Bank
   Main Street
   9am - 5pm Monday thru Friday


What can I do about unwanted telemarketing calls?
There are steps you can take to reduce unwanted telemarketing calls. See information posted to the Vermont Department of Public Service web site at Note that nonprofit organizations, political groups, polls and calls from companies you already do business with are exempt.

I've been receiving harassing phone calls, how do I stop them?
Immediately after receiving an annoyance call, hang up. Pick up the phone to get dial tone, then press *57. A recording will tell you if the call trace was successful. This information is kept on file at VTel for 20 days. Note the date and time of the call you traced. This information will be necessary for VTel to identify the call detail captured. You must sign a release form and deliver to local law enforcement personnel. VTel can only provide the captured data to law enforcement that will then notify you with the information. If the call traced is to a non-published number a subpoena is required to obtain the information.

Why does my disconnect notice read a different amount due than what may have appeared as past due on my last bill?
On July 2, 1999, the Vermont Public Service Board issued an order establishing a consumer bill of rights and specific consumer protection and privacy provisions. One of these rights is access to basic local exchange service as long as basic local exchange service charges are paid. In implementing this, telephone companies are required by Board rule to apply all payments first to any outstanding basic local exchange service charges. This means that if you send a payment for your January bill during the month of February, a portion of that payment will be applied to clear all pending basic local exchange service charges before satisfying any other charges (e.g., long distance or optional features). The amounts reflected on disconnect notices take this payment process into account.

DSL


















What is DSL?
Digital Subscriber Line, a type of Digital Subscriber Line, providing high-speed digital modem technology via a single telephone line. Right now VTel offers two types of DSL. We have ADSL which is an asymmetric service. Generally, you spend more time downloading data than sending it. ADSL responds with asymmetric speed and a data rate that is higher downstream (from the Internet or LANs to you) than upstream. Our ADSL is offered in a 1-Meg application, and an 8-Meg application. The 1-Meg service is offered in almost every area that VTel covers. The 8-Meg service is starting to become available in most of our areas too, but still is not offered in every area that our 1-Meg Service is offered. The other flavor of DSL that VTel offers is SDSL. SDSL is symmetric, meaning that it’s speeds are as fast for uploading as they are for downloading. This is service is more expensive then our ADSL flavors, but can work well for companies that have larger bandwidth needs. SDSL is offered in every area that our 8-Meg service is offered.

What does ISP stand for?
ISP stands for Internet Service Provider.

What is a DSL Modem?
A DSL Modem is not a true modem (which stands for Modulator/DEModulator). It is actually a state-of-the-art all-digital device that communicates using 10BaseT network protocols and provides an "always on" connection to your ISP (Internet Service Provider). What this means is that you will be ready to "surf" the net as soon as you turn on your computer. It does not require an additional phone line, and you can use the Internet while talking on the phone.

Do I still dial the same number for my ISP when I change to VTel DSL Service?
No. In fact, you will not need to dial any number at all! With VTel DSL Service, you will be "permanently" connected to the Internet through your ISP. Once your computer is configured with the information provided to you by your ISP, you will be connected to the Internet as soon as your computer is booted up.

How do I connect my computer to the DSL Modem?
In order to use the VTel DSL Service with your computer you will need to install a 10BaseT network adapter (also known as an Ethernet card). Once you have installed the adapter you will simply connect it to the DSL Modem using a 10BaseT cable (provided with your modem). Your DSL Modem connects to the existing phone jack in your house and you are ready to go!

Will VTel DSL Service make my web access faster?
Yes. Once you have configured your computer to work with the DSL Modem, your Internet connection will provide download speeds of up to 1.3 Mbps and upload speeds of up to 320 Kbps. With VTel's 8-Meg-Modem your Internet connection will provide download speeds of up to 8 Mbps and upload speeds of up to 1 Mbps. Of course, the DSL modem cannot do anything to speed up a slow server, but once the server responds you will notice a significant increase in performance.

My computer does not have a network card. Should I add one to use VTel DSL Service?
Yes. Adding a network card to your computer is a requirement in order to use a DSL modem. Please note that you must install a card that is 10BaseT compatible. There are a wide variety of network cards available on the market today. We strongly suggest that you purchase one that is Windows 95+ compatible for PCs. This will provide ease of installation and configuration to get you started. For Macintosh computers, ensure that the software drivers included are compatible with the operating system you are using. Most late model PowerPC's and iMacs come with a card installed as part of the original hardware packet. Ask your ISP for more information on specific models/brands of network cards.

I have a Macintosh. Can I still use a DSL Modem?
Yes. Any computer that can support the TCP/IP protocol can be used with the DSL Modem. Most late model Macintosh computers (Power PC, including the iMac) have the 10Base-T network connection built in. If you have an older model, which does not have a network connection, you must purchase an appropriate network card and install it in your computer. Most network cards for Apple computers come bundled with the software needed to configure TCP/IP. The documentation that comes with the card should contain the configuration information. Be sure that the card you purchase is for 10BaseT connectivity.

I am currently running MS-DOS 6.20. Can I use a DSL Modem?
Yes and no. Although MS-DOS 6.20 is capable of supporting TCP/IP, today's Internet browsing software is Windows-based only. In order to optimize your Internet sessions, we strongly recommend that you use Windows 95+ for your operating system.

Will I need another line at my house for my telephone with VTel DSL Service?
No. The DSL Modem provides your analog phone service over the same line as your Internet service. Our 1-Meg-Modem also has a phone jack, and line noise filter, built into it that allows a phone, fax, or answering machine to be connected at the modem. Most of our 8-Meg-Modems have this phone jack built in as well. (sometimes an additional noise filter will be required with the 8-Meg-Modem)

My user guide mentions upstream and downstream. What do these terms mean?
The terms upstream and downstream refer to the direction your data is traveling: upstream is from your computer to the Internet, downstream is from the Internet to your computer. The VTel DSL Service provides upstream rates of up to 1Mbps while downstream data travels up to 8Mbps. (Using VTel's ADSL service)

We have 2 PCs at home. Will the DSL Modem handle both computers?
This can be done in several ways. Please call us for more information.

Do I still have to pay for Local Measured Service while using the Internet?
No. With DSL , the connection is an "always-on" connection, you do not get charged LMS (Local Measured Service) while using the Internet. You do however still get charged for any normal telephone calls you make.

If my DSL modem fails or loses power, do I lose phone service?
No. Our DSL Modem is designed so that your normal telephone service will operate even if the modem is unplugged or otherwise disabled.

Can I request a Static IP address for my DSL service?
Currently, we use a dynamic IP allocation as a default. We are also offering optional static IP addresses for an additional charge. Please contact us for more information and rates for static IP's.

Can I connect to AOL?
Yes, America Online offers a special TCP/IP account for customers who already have high-speed Internet access (ISDN, DSL, etc.). This allows you to use your VTel DSL Service to access AOL