Re: Need Centurylink contact for serious ongoing issue

[Shawn L via NANOG <nanog () nanog org>]

+1 to contacting your local public service commission.  _No_ provider wants them to pass along a complaint.  When that 
happens, things get fixed quickly.


-----Original Message-----
From: "Josh Luthman" <josh () imaginenetworksllc com>
Sent: Thursday, December 12, 2024 10:36am
To: "John Neiberger" <jneiberger () gmail com>
Cc: "NANOG list" <nanog () nanog org>
Subject: Re: Need Centurylink contact for serious ongoing issue



If it's landline copper phone, it's kind of hard for a provider to see the lack of customers off hook.  The electrical 
circuit being open is expected until the customer picks up the load/off hooks the phone.


On Wed, Dec 11, 2024 at 11:54 PM John Neiberger <[ jneiberger () gmail com ]( mailto:jneiberger () gmail com )> 
wrote:Yep. I finally found some contacts at Lumen who ran it up the chain. I
 also did report it to the Colorado PUC. I'm still confused about how
 so many homes and businesses could be without service and Centurylink
 wouldn't know about it. It's a small town, and I'm starting to think
 everyone thought that the phone company must know about it because
 there so many affected, so no one bothered to call them. I don't know.
 None of it makes any sense. But at least we have someone scheduled to
 drive over there tomorrow and check it out.

 John

 On Wed, Dec 11, 2024 at 9:08 PM Evan Moyer <[ evmoy15 () gmail com ]( mailto:evmoy15 () gmail com )> wrote:
> Have you tried filing a complaint with your state's public utility commission? POTS service is usually regulated by 
> them.
>
> Just a thought
>
>
> On Wed, Dec 11, 2024, 7:52 PM John Neiberger <[ jneiberger () gmail com ]( mailto:jneiberger () gmail com )> wrote:
> > I apologize for using NANOG for this, but I need to get some traction
> > on a telephone outage affecting a large number of homes in a small
> > town that Centurylink seems to be unaware of. The affected customers
> > have had no phone service for days and none of them know what's going
> > on. Centurylink customer service says there are no outages in the area
> > and just want to dispatch a tech to an individual home rather than
> > escalate this as the emergency that it is. This is a rural area with
> > poor cell service, so many of these customers have no alternative. I'm
> > particularly concerned that many of the affected customers would be
> > unable to reach emergency services, and haven't been able to for 3-4
> > days already.
> >
> > If someone has a contact at Centurylink that can escalate this, please
> > contact me off-list.
> >
> > Many thanks!
> > John Neiberger