Additional consumer information for existing customers preparing to make changes to their telecommunications services.

Whether you’re moving or need help with your service, Big River is always available to provide you with the support you need. Below you can find consumer information about your service. If you have any questions about your residential services, be sure to call our Customer Experience department TOLL FREE at 1-855-BIG-RIVER (1-855-244-7483).

Moving

Moving to a new location can be an exciting process, and Big River Telephone Company wants to make sure that your transition is as smooth as possible. There are a few steps that you will need to take to ensure your service is working at the new location when you decide to move in.

First, be sure to contact Big River Telephone Company as early in the process as possible. Big River will want to ensure that service is still available at your new address. Big River will discontinue service at your old address on the same day as service is established at your new address. Dual, or overlapping, service is available in some areas, though additional charges may apply for this service.

You will be required to move your home telephone equipment to your new residence. Big River will need access to your network interface box (Demarcation Point) to connect service at your new address. If you are moving within the same town, you will likely be able to retain your existing phone number. If you are moving to an area outside of your current service office, you may be required to change your telephone number. Also note that your service must be in good standing to request a move of telephone service.

If you have any questions about the moving process or would like to schedule a date to have your service transferred to a new location, please contact Big River’s Customer Experience department TOLL FREE at 1-855-BIG-RIVER (1-855-244-7483)

Demarcation

The point of demarcation is the point where telephone services are delivered to your home and your home wiring begins. This is usually represented by a small, grey box attached to the outside of your home. In rare cases, this box may be inside your home. This box is called the ‘demarcation point’, ‘network interface device (NID)’ or occasionally a ‘demarc’. All of these terms refer to the same box.

This demarcation point serves many functions for residential customers.

The box provides a separation between the wiring responsibilities of the telephone company and of the residential customers. All wiring leading to the point of demarcation from Big River Telephone is the responsibility of Big River Telephone in respect to service and repair. All wiring from the demarcation point into and throughout the home is the responsibility of the customer.

The demarcation point is separated into two halves. One half belongs to Big River Telephone and should not be opened by the customer. The other half contains the customer wiring and may be opened by the home owner. Within the customer half there is a telephone jack similar to those found in your home. A corded telephone can be plugged into this jack and used for testing purposes only.

If the customer does not have dial tone in the house, but has dial tone at this jack, the problem may be with inside wiring. If the customer does not have dial tone at this jack, the problem is likely the responsibility of Big River Telephone Company. In rare occasions, a Big River Customer Experience Representative may ask you to test service at this jack to aid in troubleshooting.

The demarcation point must, otherwise, be closed and secured at all times to prevent contamination by water, plants or pests.

Customer Proprietary Network Information (CPNI)

In the course of providing services to you, Big River Telephone obtains information such as call details (time of call, number called, etc), as well as the particular services you use, such as call forwarding or Voicemail. Telephone companies collect this customer information, called Customer Proprietary Network Information (CPNI), so they can provide the services you have requested and bill you accordingly. CPNI information does not include customer name, phone number or address.

Both Congress and the FCC impose strict requirements on telephone companies about how they can use CPNI information and the measures required to protect such information from disclosure. The law also prohibits the unauthorized sale or transfer of confidential phone records or the purchase or receipt of such information with knowledge that it was obtained fraudulently or without authorization. Big River Telephone has taken measures to protect all of our customers’ CPNI and is in full compliance with these laws.

Both federal law and Federal Communications Commission rules impose a general duty on telephone companies to protect the confidentiality of your customer information. Big River Telephone may only use, disclose, or permit access to your customer information in these circumstances: (1) as required by law; (2) with your approval; and (3) in providing the service from which the customer information is derived.

Only if customer designates another party to have access to their CPNI information will Big River Telephone provide such information to that designated party.

Big River Telephone will not sell, market or solicit communications services to you using CPNI in any way.