Date: Tue, 25 Oct 2011 14:52:59 -0400
From: Tom Glendinning
Subject: Embarq Service – DSL & Landline Failures
Last week, my landline and DSL service was cut off. A call to the repair service yielded a service call which pointed to the central office (or field units) where a card could be changed to restore service. The service was restored for a day or two.
For the past week, the service on landline and/or DSL has been intermittent, vacillating between no service for either or landline cut off while DSL was operable. Other residents have registered complaints also. I do not know how many others have had their service effected during this period.
I can speculate about the cause, but prefer to assume that Embarq is well motivated to serve its customers. Under this assumption, I expect Embarq not only to repair its equipment, but to make improvements in it to ensure continuous service. The phone bills arrive regularly. Customer ability to pay them depends on continued service, especially for small, local businesses. If we, the customers, are expected to pay for the service, it should be maintained so that we may use it to generate the income with which to pay the bill.
If the repair issue is due to utility lack of devotion, negligence or corporate policy, a complaint may be filed outside of the utility(see below.) If it is due to local mischief, hacking, or other cause outside the utility, one needs more information to prosecute a solution, …locally. I trust that the old adage BOGUHICA does not apply at this time but that reasonable and direct solution may be found.
Unfortunately, since the utility is a local monopoly and much more powerful than the consumer, we have no leverage in negotiating payment for service. Since the Utilities Commission is basically a body of utilities, it does not represent the consumer, but industry and government functionaries whose job it is to grease the wheels for utility companies. Originally formed in 1891 (RR Commission), its role is regulatory and it operates in judicial capacity to review applications form utilities, cases and appeals.
“Today, the Commission regulates electric, telephone (including payphone service and shared tenant service), natural gas, water, wastewater, water resale, household goods transportation, busses, brokers, and ferryboats. To a limited degree, the Commission regulates electric membership corporations, small power producers, and electric merchant plants. The Commission is also responsible for administering programs in North Carolina to ensure the safety of natural gas pipelines. The Commission does not regulate telephone membership corporations, cable TV, satellite, commercial mobile radio service, cellular, pagers, or data and internet service providers.”
Of the seven appointees, six are lawyers, one is an elected official and served with the NC League of Municipalities. Four were appointed by Governor Easley, one by Perdue, two have no appointment credits in their vitas.
“The purpose of regulation of public utilities is to protect the interest of the public to the end that adequate service may be provided at reasonable rates. In fixing such rates, the Commission must be fair and reasonable to both public utilities and their customers. ”
“The Commission frequently appears before federal and state courts and agencies, particularly the Federal Energy Regulatory Commission in natural gas matters and state superior courts in water/wastewater matters, to secure just and reasonable rates and service for the users of public utility service in this state.”
Basically, with all this said, if the utility does not wish to render reliable service, a review of a consumer complaint would require an act of the high board and unwavering persistence by a consumer or group of consumers. The NC Attorney General’s office does not handle these complaints. But, just in case one or more of you are so inclined, <http://www.ncuc.commerce.state.nc.us/consumer/complaints.htm> Consumer Complaints 1-866-380-9816 or 919-733-9277. Again, the NC Utilities Commission is six attorneys and one elected official who have been in government for decades and have represented the industry on many accounts. NCUC website: http://www.ncuc.commerce.state.nc.us/
Tom Glendinning