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Explore our Resources page for helpful guides, tips, and how-to videos to get the most out of your NEP services.

Lifeline Program

NEP offers a program to help our low-income residential customers keep their telephone or internet service. This program is called Lifeline 135 and is a government assistance program. If you are a low-income residential customer, you may qualify.

Lifeline 135 gives a monthly credit off your service. Customers have the following choices:

Voice or Bundled Voice Service: Customer will receive a discount of $5.25 off their monthly rate.

Internet Service: A customer may choose to apply the credit on a qualifying internet service, which may be part of a bundle. The customer will receive a discount of $9.25 off their monthly rate.

Here’s How to Qualify for Lifeline 135 Service:

You can get Lifeline 135 if you are in one of these programs:

Supplemental Nutrition Assistance Program (SNAP) – (f/k/a/ Food Stamps)
Supplemental Security Income (SSI)
Medicaid
Federal Public Housing Assistance (FPHA)
Veterans Pension or Survivors Pension Program

Your yearly household income is at or below 135% of the Federal Poverty Guidelines.

Here’s how to apply for this program:

You have 3 ways to apply for Lifeline 135:

Apply online at www.lifelinesupport.org
Apply through the mail by filling out the Lifeline Application found at the above link.
Visit NEP’s Business Office Monday through Friday from 8:00AM to 4:30PM, for assistance in applying.

Once approved, submit to us a copy of the qualifying email or letter and you will receive the Lifeline discount towards your monthly bill.

Lifeline Survivor Benefit: If you are a survivor of domestic violence, sexual assault, or related crimes, you may qualify for emergency Lifeline benefits. For more information, go to https://www.lifelinesupport.org/survivor-benefit/

Lifeline 135 service is non-transferable to another person or household and only eligible consumers may enroll in the program. Lifeline 135 is limited to one discount per household.

For more information on this federal program, please visit the Universal Service Administrative Company (USAC) at https://www.lifelinesupport.org or contact NEP Business Office at 1-866-785-3131.

Right to File an Informal Complaint with the Bureau of Consumer Services (BCS)

If you have a concern or dispute regarding your Lifeline service, you have the right to file an informal complaint with the Pennsylvania Public Utility Commission’s Bureau of Consumer Services (BCS). This process is confidential and designed to help resolve issues quickly. You can file online or call 1-800-692-7380. For more information, visit the PUC Informal Complaints page.

Autobill Direct Payment Agreement

To set up Autobill Direct Pay download the form and return to NEP.

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E-Bill Mobile Guide

Download the guide below for detailed instructions for the E-Bill mobile app

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E-Bill Registration

Download the guide below for detailed instructions on how to register for NEP E-Bill

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NEP Battery Backup

NEP provided telephone service delivered via fiber optic cable is not line powered. Therefore, in the event of a commercial power failure, the Optical Network Terminal (ONT) provided by NEP and located in your home will not operate, leaving you without access to 911. Standby power can be added which will provide power to the ONT during a commercial power outage. Standby power is provided by a separate piece of equipment that includes a power supply and batteries. This unit is not provided by NEP as part of your service installation, but can be purchased by you at the time of installation. The FCC rule from 2015 that stated customers provided non-line powered phone service must be given information so that they can make an informed choice related to the provisioning of standby power related to their landline phone service, has sunset as of September 1, 2025. However, NEP will continue to offer the option of a battery back up. This document provides pertinent information so that you can make your decision regarding standby power for your telephone service.

NEP Telephone Service Standby Power Disclosures

1. Standby Power Unit : Standby power is available for purchase from NEP. You can elect this option and purchase a standby power unit or opt out and elect not to deploy standby power.

2. Service Limitations:

Without Standby power:

The company provided ONT will not operate during a commercial power outage, leaving you without access to 911. 
A wired (standard or traditional phone) that is plugged into the ONT will not operate during a commercial power outage. 
A cordless phone will not operate during a commercial power outage since the ONT and the cordless phone base will not have a power source when commercial power is out.

With Standby power:

The company provided ONT will operate during a commercial power outage giving you access to 911, but the reserve time is dependent upon the type of standby power unit, the environment and the amount of time the phone is used during the commercial power outage. 
A wired (standard or traditional phone) will operate during a commercial power outage.  
A cordless phone will not operate during a commercial power outage since the cordless phone base will not have a power source during a commercial power outage.

With Customer-owned Generator:

If you have a portable generator installed at your house and is operational, the ONT and phone equipment will work in the event of a commercial power outage, giving you access to 911. 

3) Standby Power Unit Purchase/ Replacement Options: The standby power units sold by NEP are available in an 8 hour or an expandable 24 hours version. The 8 hour version sells for $180, and the expandable 24 hour version sells for $359. Customers can also purchase a unit based on the specifications listed below: Battery backups (UPS) that have an output wattage of 36 Watts or greater are an acceptable solution. The standby power unit can be purchased during the initial telephone service installation or any time afterwards. Battery replacements can be purchased directly from Best Buy, Amazon, Staples or any other CyperPower or PSI Distributors.

4) Expected Standby Power Duration:

The standby battery will provide a minimum of an 8-hour reserve. A 24-hour battery solution is also available. The estimated life expectancy for the standby batteries is approximately 5 – 8 years depending on the type of battery, operating environment and the frequency of power outages. As the batteries age, the reserve time will most likely decrease. The estimated reserved time is based on standby power consumption; therefore, usage will directly impact the reserve time.

5) Proper Usage and Storage of Standby Power source: The standby power unit should be kept indoors, in a dry area and in an environment with ambient temperature between 32°F and 113°F.

6) Standby Power Unit Self-testing and Monitoring Instructions:

All standby power units require basic maintenance and monitoring. Each unit has self- test functions which indicate when unit is operating on battery and when the battery requires replacement. Follow manufacturer’s specific instructions for each individual unit.

7) Standby Power Unit Warranty: NEP does not provide a warranty with the purchase of the standby power unit. Please refer to the manufacturer’s documentation to understand the details of any manufacturer provided warranty.

Phone Features

Auto Recall Setup

Calls back the last person you tried to reach you.

To use Auto Recall:

1. Listen for the dial tone

2. Press *69

3. Listen to the recording to find out the time, date, and phone number of the last call.

4. To re-dial immediately, press 1, and wait for an answer. (if you do not want to return the call, simply hang up.)

To De-activate Auto Recall:

1. Listen for the dial tone.

2. Press *89

3. When you hear the recording, hang up.

NOTE: If you use Auto Recall to return a toll call, you will be charged for a toll call. This service does not work with certain cordless or novelty telephone models.

Call Forwarding

Call Forwarding/All Calls

Call Forwarding/All Calls automatically transfers your incoming calls to another phone of your choice. Now, you don’t have to miss important calls when you’re away from your phone.

Use Call Forwarding/All Calls

1. Listen for the dial tone.

2. Press *72

3. Wait for another dial tone and dial the number to which you are forwarding your calls.

4. If someone answers at the forwarded number, Call Forwarding/All Calls is automatically activated; if there is no answer or the line is busy, hang up and repeat the steps above within two minutes. Two beeps will indicate the service is activated.

Turn Off Call Forwarding/All Calls

1. Listen for the dial tone.

2. Press *73

3. Two beeps indicate the feature is deactivated.

Change your Call Forwarding/All Calls Number

1. Follow the steps for “Turn off Call Forwarding/All Calls” listed above.

2. Next, follow the steps under “To Use Call Forwarding/All Calls: listed above and simply input the new forwarding number.

Call Waiting

Call Waiting lets you receive incoming calls even while you are on the line. A beep tone notifies you that another caller is trying to reach you. You can then answer the second call if you choose. Call Waiting gives you the option of switching between calls as often as you need. No more missed calls because of a busy line!

To Use Call Waiting

1. Call Waiting alerts you to a second call with a beep tone.

2. You may place the first caller on hold by pressing the hookswitch briefly. This automatically connects you to the second caller.

3. Briefly pressing the hookswitch again allows you to switchback to your other caller. You can alternate between callers as often as you like, maintaining privacy in each conversation.

4. To end the call, hang up. The phone will ring again. Pick up the phone and resume talking with the remaining caller.

To Temporarily De-activate Call Waiting

1. Listen for the dial tone.

2. Press *70

3. When you hear a normal dial tone, proceed with your call.

NOTE: Call waiting is automatically reactivated when you call is finished.

Selective Call Rejection

Selective Call Rejection lets you choose up to 32 phone numbers whose calls you want to refuse. Callers on that list hear a recording stating that your number is not accepting calls at this time.

To use Selective Call Rejection:

Listen for the dial tone.
Press * 60.
Listen for the recording to find out if the feature is on or off. The recording will tell you how many numbers are currently in your list of numbers to be blocked.

Follow the voice instructions and press any of the following commands to change the status of your Selective Call Rejection feature:

To hear the phone numbers on your list, press or dial “1”.
To add a new number to your list, press “#” and follow the voice instructions.
To add the last caller to your list, press “#01#”.
To remove a number from your list, press “*” and follow the voice instructions.
To repeat the instructions, press

To De-Activate Selective Call Rejection:

Listen for the dial tone.
Press * 80.

When you hear the recording, hang up. The service is turned off.

Three Way Calling

Add a third caller to your existing two-person conversation with Three Way Calling.

To Use Three-Way Calling

1. Place your existing call on hold by pressing the hookswitch briefly.

2. Listen for a dial tone.

3. Dial the third-party number and wait for an answer. You can talk privately before returning to your original caller, if desired.

4. With the third party now on the line, press the hookswitch again to add the caller you placed on hold.

Note: If the third party is busy or unanswered, return to the original caller simply by briefly pressing the hookswitch again.

To disconnect the third party from the call

1. Press the hookswitch briefly again.

2. Return to your conversation with the original caller.

To disconnect completely

1. Hang up the phone.

2. Any remaining parties can continue their conversation.

Voicemail Instructions

Initial Set Up

Dial 570-XXX-MAIL (6245).
When prompted, enter initial password (0000) and then #.
Follow prompts.

Access Your Voicemail

From the phone subscribed to the service:

Dial 570-XXX-MAIL (6245).

From a different phone:

Dial 570-XXX-MAIL (6245).
Press the star (*) key.
You will be prompted to enter your 10-digit mailbox number (570-XXX-XXX)
Enter your password and then #.

Record Your Greeting

Access your voice mailbox.
Press 9 for the mailbox setup menu.
Press 1 for greeting options.
Press 2 to record your greeting.
Record your greeting and then press #.
Press 2 to keep your greeting.

To Record Multiple Greetings:

Press 9 for the mailbox setup menu.
Press 1 for greeting options.
Press 5 to select a greeting number.

NOTE: The system will play the recorded greeting for that number or will tell you there is no greeting recorded.

Press 2 to record a greeting for that selected number.

Change Your Password

Access your voice mailbox.
Press 9 for the mailbox setup menu.
Press 2 to change your password.
Enter your new password and then press #.
When prompted to verify the password, enter it again and then press #.

Helpful Password Hints:

‘ ONLY TELL YOUR FAMILY THE SECURITY CODE, IF NECESSARY.

‘ MAKE IT EASY TO REMEMBER, USE A NUMBER COMBINATION THAT YOU ARE FAMILIAR WITH, SUCH AS AN ANNIVERSARY, BIRTHDATE, DIGITS IN YOUR TELEPHONE NUMBER OR SPELL A WORD ON YOUR KEYPAD.

Retrieve Messages

Access your mailbox.
Your first new message may play immediately. If not, press 1 to listen to your messages. You will hear the announcement “You have X new messages and X saved messages.”
Press 1 to listen to new messages.
Press 2 to listen to saved messages.
Press 3 to delete the message and play the next.

When Retrieving Messages, You Can:

‘ Press 1 to play the message again.

‘ Press 2 to save the message and play the next

‘ Press 3 to delete the message and play the next

‘ Press 4 to save the message as new.

‘ Press 5 to reply to the message *

‘ Press 6 to forward the message to another mailbox *

‘ Press 7 to skip backward in the message.

‘ Press 8 to pause the message.

‘ Press 9 to skip forward in the message.

*Voice mail package must be set to allow this capability.

NOTICE: WHEN YOU HAVE NEW MESSAGES, YOUR DIALTONE WILL STUTTER. YOU WILL HEAR WHAT SOUNDS LIKE A BUSY TONE, BUT IT IS ACTUALLY CALLED “STUTTER DIALTONE”. YOU CAN STILL DIAL OUT AND RECEIVE CALLS WHEN STUTTER DIAL TONE IS ACTIVE

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