Ordering Services

One of our Customer Experience Center team members will be happy to assist you in getting your Whidbey Telecom or Hat Island telephone service started. Please click on the Contact Us link for more information on how to contact our offices. Our goal is to make it quick and easy for you to sign up for service.

Information Required

Federal and state laws require that we verify the identity of our customers. A valid government issued photo ID will need to be verified when you apply for service in person at one of our Customer Experience Centers. Some acceptable forms of ID include a valid driver license, passport and military ID. In addition, here is some of the information we’ll need when you’re ready to order service:

  • Complete street address, including apartment, suite or unit number if applicable
  • Proof of address/tenancy
  • Your employment status
  • Previous telephone service information
  • Social Security number(s)
  • Date of Birth
  • How you would like your name to appear in the directory (if you want a listed number)

Also, if physical cable installation is required on your property to establish service, and if we must cross adjoining property to complete the cable installation or if the cable will be servicing a business location or a multi-unit dwelling, we may require easement be granted to us to enable us to complete this work.

Deposits

Most customers are not asked to pay a deposit. Requirements for a deposit are based on your payment history with previous telecommunications service(s) and are made in accordance with WAC (Washington Administrative Code) rules. Information about these and other Washington State Laws and rules can be found on Washington State’s website at http://www.leg.wa.gov/LawsAndAgencyRules.

If you do need to pay a deposit, we want to return it to you as soon as you establish good credit with us. We’ll review your account after you have had service with us for twelve (12) months. If you have been making your payments when due, we’ll return your deposit – with interest. (Interest on deposits is calculated according to WAC 480-120-128.)

Billing

Bills are mailed at the beginning of each month. Monthly recurring charges for Local Voice, Internet, Security & Alarm, and other similar monthly services are billed one month in advance. Long distance calls are billed after you make them. Installation and other one-time charges are typically billed after the work is done. If you have a questions about your bill please contact us to discuss billing alternatives. Use the Contact Us link to locate information on how to contact our offices. Our representatives will be happy to assist you.

If your interexchange (long distance) provider bills you directly, please contact that provider with any questions or concerns you may have regarding that billing.

Bills are payable when rendered and are considered past due if they’re not paid by the due date stated on the bill or, if no due date is stated on the bill, within 15 days of the invoice date. If you are concerned that your payment may be past due, please call our Customer Experience Team. If your bill becomes delinquent, we will make an attempt to provide you with written notice of pending disconnection, in accordance with WAC rules. This notice will include the date that payment must be received by our office to avoid interruption of service. We may also make one final attempt to contact you prior to interruption of service. If your service is interrupted, contact our office so that we may review your account status with you. Use the Contact Us link to locate information on how to contact our offices. Text Telephone (TTY) customers may reach us through the Washington Relay service by dialing 711. Please refer to the “Calling Assistance – Washington Relay Services” section in our directory for more information on these services.

Complaints & Disputes

Our team members are specially trained to address your service needs and to be responsive to your requests. However, if you’re not satisfied, please feel free to ask for the supervisor. If your concern can’t be solved by the supervisor, higher levels of management are available to work with you. Remember, we’re here to help serve you.

The Washington Utilities and Transportation Commission is available should you wish to pursue any dispute by formal or informal complaint. You may reach them at 1-888-333-WUTC (9882) or TTY callers may dial 1-800-416-5289. Text Telephone (TTY) customers can reach us through the Washington Relay service by dialing 711. Please refer to the “Calling Assistance – Washington Relay Services” section in our directory for more information on these services.

Federal Lifeline/Tribal Lifeline Program

Whidbey Telecom and Hat Island Telephone Company participate in the Federal Lifeline Program and, where applicable, in the Tribal Link-Up Program. For more information on this program, please visit the Lifeline & Link-Up page.