Re: Need Centurylink contact for serious ongoing issue

[Josh Luthman <josh () imaginenetworksllc com>]

Wouldn't there have to be an ILEC responsible for lifeline?  I'm in Ohio,
not Colorado, so that may be different entirely.

On Thu, Dec 12, 2024, 11:28 AM John Neiberger <jneiberger () gmail com> wrote:

> 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