Re: Need Centurylink contact for serious ongoing issue

[Luke Guillory via NANOG <nanog () nanog org>]

The state PSC would be my vote, they reach out asap on complaints from what I’ve seen locally here in LA.




From: NANOG <nanog-bounces+luke.guillory=letsrev.com () nanog org> on behalf of Mike Hammett <nanog () ics-il net>
Date: Thursday, December 12, 2024 at 9:58 AM
To: John Neiberger <jneiberger () gmail com>
Cc: NANOG list <nanog () nanog org>
Subject: Re: Need Centurylink contact for serious ongoing issue
*External Email: Use Caution*
I'm not sure which is more impactful, an FCC complaint or a state PUC complaint. Might not hurt to do both.  :-)


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________________________________
From: "John Neiberger" <jneiberger () gmail com>
To: "Josh Luthman" <josh () imaginenetworksllc com>
Cc: "NANOG list" <nanog () nanog org>
Sent: Thursday, December 12, 2024 9:52:57 AM
Subject: Re: Need Centurylink contact for serious ongoing issue

Understandable for a single customer. It sounds like this a huge part
of the town that has no phones, including the rural folks who live
outside of cell coverage, many of whom are elderly. I just found out
that they had indeed called CL to complain days ago and CL told them
they couldn't get out there to look at it until the 20th. These are
rural people with no backup to their landline who have been without
phone for days already and CL expects them to go another week or two?
Unbelievable. Also, when I called CL on their behalf, I was told they
had no record of an outage in the area.

Thankfully, I was able to reach someone at Lumen who was able to get
someone involved. There is supposed to be a tech there right now, but
he no-showed. I think an FCC complaint is in order.

On Thu, Dec 12, 2024 at 8:36 AM Josh Luthman
<josh () imaginenetworksllc com> wrote:
> 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> 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> 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> 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