Minn. Agencies Urge PUC Action in Lumen Quality Probe

State agencies urged the Minnesota Public Utilities Commission to hold Lumen’s CenturyLink accountable for alleged service quality failures. But Lumen said the PUC should halt further action in the nearly 4-year-old probe (see 2301050068). The PUC received briefs Wednesday in docket C-20-432. “Despite CenturyLink’s obligations to deliver adequate service, the company’s unwillingness to sufficiently maintain its aging network means that an increasing number of customers are forced to endure lengthy and repeated outages, or buzzing, ringing, or static that renders their landline service useless,” the Minnesota Commerce Department said. “These customers cannot be treated as mere datapoints to be averaged or annualized away.” Rather than proactively rehabilitate its network, CenturyLink fixes individual problems; even then, the company is slow, the department said. The PUC should order Lumen to "rehabilitate deficient plant and equipment serving the most harmed customers and prevent future backlogs through better preventative maintenance of its aging legacy copper network.” Similarly, the Minnesota attorney general office’s Residential Utility Division urged PUC action. For many years, CenturyLink customers have complained about "long wait times, excessive outages, and decaying infrastructure that erodes their service quality and pollutes the local landscape,” the division said. “Technicians too report equipment in disrepair and orders from management to avoid costly replacements even when they are needed; they note CenturyLink has hollowed out the local workforce needed to repair and maintain copper wire landline telephone systems.” The telco “simply will not help them, having unofficially abandoned wireline customers to focus on customers and communities that offer the company a greater potential for profit,” it said. Lumen argued there is nothing for the PUC to do. Nearly four years since the investigation began, "the record is clear -- CenturyLink provides safe, reasonable and adequate voice service to its Minnesota customers, in compliance with Minnesota law."