FairPoint Wholesale User Forum & Change Management Meeting

1. FairPoint Wholesale User Forum & Change Mgt Meeting Henry Lopez - Senior Manager - Wholesale Customer Relations November 16, 2017

2. Agenda – Opening Remarks and Conference Call Etiquette • Mute Phones when not speaking *6 (*6 again to un-mute) • Never put your phone on hold to take another call (avoids music on hold) • State your name and company when speaking

3. Wholesale User Forum & Change Mgt Meeting 2

4. Wholesale User Forum & Change Mgt Meeting Operational Updates Art MacDowell - Vice President of Wholesale Sales Eric Proulx - Vice President - Wholesale Customer Operations

5. Wholesale Account Management & Organizational Updates • Wholesale-Carrier Sales Account Management Alignment • Cross territorial pricing and Lit building lists are now available • We have started processing contracts through a singular sales organization, both originated from customers within the NNE footprint and Legacy CCI Carrier customers • Standardization around order and implementation support are under evaluation • Billing will continue for some time on billing system within the circuit geography • WHD (Wholesale Help Desk) Call Management Improvements • New resource plans have been implemented • Improved speed of answer and reduce calls going to voice mail • Continued focus on first-call problem resolution and improving customer experience • Escalation Process • Please continue to follow Level 1-4 support guidelines and escalation timelines • Order Number or Trouble Ticket must be provided for investigation/research to support your request 4

6. Wholesale Operational & Integration Updates • FCC BDS Deregulation • Cross-functional teams are continuing to perform analysis and define operation & systems strategy to conform to rules for competitive vs. non-competitive counties, as defined by the FCC • De-tariffing plans anticipated to be announced in 1Q18 • Tropical Storm Phillipe • Significant infrastructure damage & negative operational impact encountered from the storm that passed through the morning of October 30th • Storm restoration efforts continuing into this week, significant backlog of transfer work being coordinated with the power companies • Starting to migrate back to BAU support of troubles & installations • Wholesale Website & Customer Portal Integration • Overall strategy under development • Anticipated website integration & improvements targeted for February, 2018 • Specifics on any navigational changes will be communicated, as defined in our Change Management Process 5

7. Wholesale User Forum & Change Mgt MeetingWSC-Wholesale Service Center: MSAG Communities Doug Clements - Team Leader - WSC – LSR & Directory

8. MSAG Overview Introduction: Valid MSAG (Municipal Street Address Guide) Communities/addresses must be used when placing orders with FairPoint Criteria: In Maine and Vermont, FairPoint is the service provider for each state’s 9-1-1 database. In New Hampshire, FairPoint is NOT the service provider for the 9-1-1 database NH 9-1-1 is the service provider for the NH 9-1-1 database. They notify all CLECs that provide service in an affected whenever a change is made to the list of valid MSAG communities

9. MSAG Change in New Hampshire Haverhill, New Hampshire: • There are several localities within the Haverhill footprint: • Pike • North Haverhill • Woodsville • These localities are NOT valid MSAG communities • They should not have been listed independently in the database, as such they should not have been used independently • NH 9-1-1 notified FairPoint (and all service providers in the area) recently that these localities were all now going to be listed under the umbrella of the valid MSAG community of Haverhill NH

10. Wholesale User Forum & Change Mgt Meeting2018 Provisioning Holiday Schedule Henry Lopez - Senior Manager - Wholesale Customer Relations

11. 2018 Provisioning Holiday Schedule • FairPoint Communications Accessible Letter SYS 0383-11152017 - Provisioning Availability Schedule - 2018 Holiday Schedule

12. Wholesale User Forum Questions 11

13. Wholesale Change Management Process Linda Rice - Senior Manager Wholesale Customer Relations

14. Wholesale Change Management Process Type 2, 3, 4, and 5 Change Requests Linda Rice - Senior Manager - Wholesale Customer Relations

15. 2018 Release Schedule ASOG Release Schedule: • March 19 – ASOG 56 • September 17 – ASOG 57 14

16. Type 3 Industry Guidelines 15

17. New Change Requests – Type 4 and 5

18. New Change Requests No new Change Requests 17

19. Change Requests Pending - Ranked and Balloted Portland, Maine

20. Type 5 Change Request 19

21. Ranked and Balloted -Type 4 and 5 Change Requests

22. Type 5 Change Request 21

23. Type 4 FairPoint Change Request 22

24. CR – Adding TNT field to LS and LSNP Draft 23

25. Type 4 FairPoint Change Request 24

26. Type 5 Change Request 25

27. Type 5 Change Request 26

28. Type 5 Change Request 27

29. Change Management Process Questions 28

30. Wholesale User Forum & Change Mgt Meeting Wrap Up, General Notifications, Next Steps, Closing Eric Proulx - Vice President - Wholesale Customer Operations Henry Lopez - Senior Manager - Wholesale Customer Operations

31. Customer Notification System: alerts.FairPoint.com 30

32. Customer Notification System: Sign Up 31

33. 2018 WUF/CMP Proposed Meeting Schedule • March 8 • July 19 • November 15 • Final Schedule Distributed via FairPoint Accessible Letter in December 2017 • WUF/CMP Feedback and Future Topics • Send to FairPoint.CMP@fairpoint.com 32

34. Wholesale User Forum and Change Mgt Meeting Questions 33