Re: Need Centurylink contact for serious ongoing issue

[John Neiberger <jneiberger () gmail com>]

I've been gathering reports from people there. Two of the homes are
family members and they know of other homes and businesses in the area
who have been down for days, as well. I'm trying to gather more
information. I want to compile a list of names and phone numbers so
that I can include that in an FCC complaint. I've already reported
this to the Colorado PUC, but they said that landlines were
deregulated in 2014 so they have no authority in the situation like
they used to. They are able to contact Lumen, though, so that should
help prioritize the repair.

On Thu, Dec 12, 2024 at 9:08 AM Josh Luthman
<josh () imaginenetworksllc com> wrote:
> I understand it is frustrating.  Analog phones can not be detected unless they're off hook so I don't see how a 
> provider can detect between sitting idle or the cables cut.
>
> How do you know for certain it is an outage in the area and not just the customer(s) you've talked to?
>
> There is a requirement for outages required by the FCC.
>
> On Thu, Dec 12, 2024 at 10:53 AM John Neiberger <jneiberger () gmail com> wrote:
> > 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