Thanks for using Massachusetts Local Telephone Company, Inc. (MassLocal) for your business Internet services. By using our services, you agree to certain terms, which you can find in this section. Below are the Terms and Conditions by which MassLocal will provide services, and the conditions the subscriber (the Customer) agrees to, upon signing up for services. 

Our products and services are diverse, so we have specific terms depending on whether you are a copper, optical fiber, voice, Internet, residential or business customer. You can find these terms by accessing the links below: MassLocal Telecom Terms of Service for Internet and Value-Added Services, MassLocal Prepaid FTTI Terms of Service, MassLocal Website Terms of Use Policy, MassLocal End-User Service Agreement (EUSA), MassLocal Fiber-to-the-Internet Privacy Policy and MassLocal Privacy Policy Summary. Altogether, the terms constitute the contract between you (the subscriber) and MassLocal (the Competitive Local Exchange Carrier of this service).

You understand the following:

  1. You agree to read this document, or have it read to you in full, agree to it, and understand it. Upon payment for services, this agreement becomes binding and remains in full force until such time that the agreement is terminated by either party.

  2. By signing up for services, you are entering into a contractual agreement for telephone and/or Internet services with MassLocal as your Local Carrier. You agree to allow MassLocal to act as your agent in all negotiations with any Incumbent Local Exchange Carrier (ILEC). You authorize MassLocal to handle all negotiations for service requests at the service address you specify and for the phone number or IP address that MassLocal has assigned to you. This authorization does not prevent you from changing carriers.

 3.  By submitting a service order, you request MassLocal to install telephone and/or Internet services at the service address you specify.

 4.  MassLocal is not responsible for any failure by any ILEC to process orders or for any problems such as wiring, jack installation or prior existing service at your residence. You fully understand that MassLocal only provides dial tone or Internet connectivity to the outside of your home (or first point of contact) and any additional wiring from the Network Interface Device (NID) or Optical Network Terminal (ONT) or first point of contact to your business location is the responsibility of the business owner or landlord. MassLocal does not and will not provide inside wiring work, except where required by law.

 5. MassLocal does not request a deposit for your new phone or Internet service. Should your service be suspended or disconnected (including voluntary disconnection requested by you), you will be charged an activation fee for reconnection. If you pay your bill late, you will be responsible for a late charge from the 1st day to the 6th day late and an additional late charge from the 7th day forward or the maximum allowed by law.

 6.  In some areas, there is a service charge for adding features to your new or existing telephone or Internet service. You agree to pay the service charge and any additional fees associated with your new or existing service. All charges for services will begin on the first day that the service is connected. Your next telephone bill will be due 24 days after your initial turn-on date, and the same date (Due Date) each month thereafter for each month during which service is connected. You agree to pay the current rate that MassLocal is charging for your telecommunications services and agree to pay any late charges associated with a missed payment due date. The basic rate does not include taxes, MassLocal fees (if applicable), or surcharges imposed by Federal, State or Local authorities, and you understand you will be responsible for these additional charges.

 7.  You agree to make your monthly payment, along with any past due amounts for services, fees or late charges you owe, by cash, credit or debit card online or by telephone or by mail (money orders or checks).

 8.  Your payment is due on or before your due date. MassLocal does not provide a Grace Period. If MassLocal does not receive your payment on or before your due date, then your service may be suspended. If payment is not received within eight (8) calendar days of the Due Date, your telephone service may be disconnected. If your service is suspended or disconnected, you will have to pay all outstanding charges and the reconnection fee or activation fee to restore service.

 9.  MassLocal may suspend or disconnect your service, at its judgment, for the following reasons, among others: a) Your bill has not been paid on time or in full; b) Charges not authorized by MassLocal have been billed to your telephone number or IP address and you have not reimbursed MassLocal for the charges; c) You have exceeded your access area. In the event your service is suspended for excessive charges, you will be responsible for all associated charges.

 10.  MassLocal will charge a fee for orders cancelled after the order has been submitted for processing. There will be no service refund once an order is processed or service is connected, for any reason. MassLocal will not issue a refund for a delay in service for a missed appointment or a delay in service due to existing or prior service that has not been fully disconnected. MassLocal will charge a fee for missed appointments for new service. It is your responsibility to be available from 8:00 a.m. to 8:00 p.m., local time, on the day of service installation.

 11.  All questions regarding your service, including repairs, are to be directed to the offices of MassLocal at admin@masslocaltelephone.com. 

 12.  MassLocal is not a telephone or Internet service repair contractor and does not provide inside wire repair. Any repair or service performed on your line will be done at your own risk and expense. If, at your request, MassLocal sends a repair technician to fix a problem with your phone or Internet line and the problem is an inside wire problem, you agree to reimburse MassLocal for any charges associated with the visit, including but not limited to a missed appointment. Failure to reimburse MassLocal for any charges imposed on MassLocal from the ILEC may result in the suspension or disconnection of your phone or Internet service. In the event your service is suspended for wire repair problems, you will be responsible for all charges associated with the repairs and any reconnection fee or activation fee.

13. If you decide to disconnect your service from MassLocal, you must submit the request by e-mail to admin@masslocaltelephone.com.

IMPORTANT INFORMATION FOR MASSACHUSETTS CUSTOMERS

If you think that your bill is incorrect:

1.       Please contact your MassLocal service representative at admin@masslocaltelephone.com.

2.      If you still think your bill is incorrect after speaking with a MassLocal service representative, then you can appeal the disputed portion of the bill for telecommunications services by calling the Commonwealth of Massachusetts Department of Telecommunications and Cable at 1-617-305-3531; or, toll-free at 1-800-392-6066, if you live outside Metropolitan Boston.  Alternatively, you may write to the Commonwealth of Massachusetts, Department of Telecommunications and Cable, One Federal Street, Suite 0740, Boston, MA 02110-2012.