Choice and Innovative Customer FAQ’s

Questions about the Purchase

 

1.   Who is Atlantic Tele-Network?
Atlantic Tele-Network recently changed the company name to ATN International (ATN), reflecting our increasingly diversified business, both in terms of geographic reach and expansion into renewable energy services.  ATN and its portfolio of companies invest, own, and operate communications companies and renewable energy assets in the US and Internationally. Through our operating subsidiaries, we (i) provide both wireless and wireline connectivity to residential and business customers, including a range of mobile wireless solutions, local exchange services  broadband internet and video services,  (ii) provide distributed solar electric power to corporate, utility and municipal customers and (iii) are the owner and operator of terrestrial and submarine fiber optic transport systems. For more information, please visit www.atni.com.

 

2.  How will customers benefit from this merger?  

One of the most important consumer benefits will be the ability to go to one company for a full range of telecommunications services, including wireless, Internet and TV.  This will not only make things more efficient for our customers, but it will allow us to offer competitive pricing and attractive service packages.

 

3.    What will happen to the Innovative and Choice brands?
The Choice brand and Innovative brands will continue to exist for the time being.  As we integrate services we will communicate any brand changes.

 

4.    Who is running this new company?
The management team for the companies are being integrated, and new experienced professionals will be hired in to complement this team. For customers, it is our intent that you will continue to see the same familiar Choice and Innovative staff you have come to depend on, whether in store locations or at your office for business customers.

 

5.    What will happen to the existing Choice and Innovative stores?
We are currently reviewing our locations to determine which will be expanded and/or consolidated.  Any future changes will be communicated in advance.

 

6.    Will there be new stores?
We are currently reviewing our locations to determine which will be expanded and/or consolidated.  Any future changes will be communicated in advance.


Mobile Questions

7.    Will my phone number change?
Your phone number will remain the same. If there are any changes as a result of the merger, it will be communicated in advance.

 

8.    Will I have to change my handset?
There is not an immediate need to change handsets as a result of the merger. The majority of today’s handsets work across a range of networks and protocols. There may be a future need for upgrades for some of the older handsets, but you will be notified in advance of any technology changes.

 

9.    Should I renew my service with Choice or Innovative?
Yes! We appreciate your business and look forward to continuing to serve your communication needs just as we have in the past. Additionally, we are building the best wireless network in the Islands over the coming year. Therefore, there is no reason to hesitate to renew your contract with us.

 

10.    Can I cancel my Choice or Innovative contract due to this purchase?
There will be no changes to your contract as a result of this purchase. Should you choose to disconnect before fulfilling your existing contract, you may be subject to an Early Termination Fee if established on your contract.

 

11.    Can I replenish the minutes on my prepaid phone just like I always have?
Yes – you can replenish your minutes just like you always have.

 

12.    Will my coverage area change?
The coverage area will currently remain the same. As we continue to improve our product and service offerings, changes may occur and new plans may become available as a result of our enhanced network build out. However, you would be notified in advance of any changes that could impact your existing coverage area.

 

13.    Can I keep my rate plan?
Currently, you may stay on your existing rate plan. As we continue to improve our product and service offerings, changes may occur and new plans may become available. However, you would be notified in advance of any changes that could impact your existing rate plan.

 

14.    Can I still add new lines of service to my account?
Of course! You can continue to add lines in the manner you did before.

 

15.    Can I keep my data rate plan?
Most Customers with data plans may keep those rate plans. However, as we continue to improve our product and service offerings, changes may occur that would modify some of our existing plans. You would be notified in advance of any changes that could impact your existing rate plan.

 

16.    If I have handset insurance, voicemail or other features, will those continue to work as they always have?
Your current features will continue to work as is. As we continue to improve our product and service offerings, changes may occur and new features may become available. However, you would be notified in advance of any changes that could impact your existing features.

 

17.    Will my terms and conditions change?
Since there are no changes to your existing contract, all existing wireless internet plans will continue to be subject to the existing Terms and Conditions for Communication Services and Wireless Internet governing usage and roaming.


Mobile Contract, Billing & Payment Questions

 

18.    Will my account number change?
Your account number will currently remain the same. Any changes as a result of the merger will be communicated in advance.

 

19.    Will my bill look the same?
Your billing statement will look the same for both mailed and on-line statements. Any changes as a result of the merger will be communicated in advance.

 

20.    Can I pay my bill the same way?
You may currently pay your bill using the same methods you are using now, including on-line bill payment and auto-draft payments through your bank.  Any changes as a result of the merger will be communicated in advance.


Internet and Equipment Questions

 

21.    Will I have to change my modem?
Choice fixed wireless Internet customers on each of the islands will be migrated to Innovative’s Broadband solution in the months following the closing of the acquisition.  For those customers who do not already have a modem from Innovative for voice services, a new modem will be installed. You will be notified in advance of any changes that will impact your choice service.

Innovative customers will not experience a technology change as a result of the merger.

 

22.    Will my plan change?
Currently, you may stay on your existing rate plan. As we continue to improve our product and service offerings, changes may occur and new plans may become available. However, you would be notified in advance of any changes that could impact your existing rate plan.

 

23.    Will my account number change?
Innovative Internet customers will not experience any account changes as a result of the merger.  Choice Internet customers will be migrated to the Innovative billing system and may receive a new account number.

 

24.    Will my bill look the same way?
Billing statements will look the same for both mailed and on-line statements for Innovative. Choice internet customers will receive a bill from Innovative after their services have migrated. These details and all changes as a result of the merger will be communicated in advance.

 

25.    Can I pay my bill the same way?
You may currently pay your bill using the same methods you are using now, including on-line bill payment and auto-draft payments through your bank.  Any changes as a result of the merger will be communicated in advance.


General Questions

 

26.    Will Choice and Innovative continue to support the causes in my community being supported today?
Choice and Innovative will continue to be active in the community . As with any company, we will continue to evaluate how we can best contribute to the communities we serve. Therefore, it is not the intent that you would see any immediate changes in this area as we work together with those we support.

 

27.    Who do I contact if I need help?
We are always happy to answer any questions about your service or account.  Please contact us online, by phone or at local Choice or Innovative stores.