We are happy to come to your location and troubleshoot any issues you may have with your telephone service. Please be aware
that anytime we come to your location and the problem is on the customer side of the Network Interface Device (NID) a service
call charge ($30.00) will be applied. If you want us to troubleshoot on the customer side of the NID labor charges are applied
at $25.00 per half hour. You can determine if the problem is on the customer side or company side using the following steps.
Frequently Asked Questions
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Can I make long distance calls from my New Hope line?
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Yes, but understand there are three different calling areas for long distance, they are:
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Roanoke Regional Calling Area:
Calls within this area do not require you to have a presubscribed long distance carrier assigned to your line.
If you have requested no carrier to be assigned to your line these calls can still be made from your phone. These
calls are dialed using 1 + Area Code + Local Number.
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Outside the Roanoke Regional Calling Area:
These are calls within the United States but outside the Roanoke Regional Calling Area. For direct dialed
calls you must have a long distance carrier presubscribed to your line. These calls are dialed using 1 + Area
Code + Local Number.
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International Calling Area:
These are calls outside the United States and Canada. For direct dialed calls you must have a long distance
carrier presubscribed to your line. These calls are dialed using 011 + Country Code + City/Area Code + Local
Number.
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Is there a way I can still make calls outside the Roanoke Regional Calling area if I don't have a long distance carrier
assigned to my line?
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Yes, this is referred to "dialing around". You must know the four digit Carrier Identification Code (CIC) of the long
distance company you want to use. These calls are dialed using 101 + CIC + 1 + Area Code + Local Number.
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When is the business office open?
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From 8:00 AM - 12 Noon and 12:30 PM - 4:30 PM Monday through Friday.
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I paid my bill, why do I see a past due notice?
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Bills are due on the 24th of the month. If payments are received after that, they will cross in the mail with the bill
and will not show on the bill as being paid.
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The bill says it is due by the 24th of the month. Why was my service disconnected on the 20th?
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The current month’s phone bill is due by the 24th of each month. If not paid on time, that bill becomes past due.
Past Due payments are due by the 20th of each month. If the past due portion is not paid by 10:00 AM on the 20th, a
customer is subject to having service disconnected.
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Can I remove the interstate access charge since I do not have a long distance carrier on my line?
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No. The Interstate access charge (an FCC mandate) is required since you are still able to receive Interstate long
distance calls.
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I just started my service, why is my bill higher than I expected?
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When you start your service, charges are prorated from the time your service began. Since we bill in advance, the first
bill prorates last month’s charges and then bills in advance for this month.
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I called a cell phone why was I billed for it? I thought it was free to call cell phones.
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When you dial a number from your line to a cell phone, it may be billable if the cell phone is to an exchange that
normally incurs charges. If the call is to a cell phone in the Waynesboro exchange this is an extended calling area
for us. We dial it with 7 digits like a local call, but, there are charges for it. The charges vary depending on which
Waynesboro calling plan you have.
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