Neb. PSC Troubled by Lumen, Frontier and Windstream Service

Price-cap carriers appear to fail state service quality standards, the Nebraska Public Service Commission found. The commission voted 5-0 at its Tuesday meeting to require the carriers -- Windstream, Frontier Communications and Lumen’s CenturyLink to submit reports and corrective action plans. Also, commissioners voted 5-0 to seek comments by May 3, and schedule a May 15 hearing, on a second 2024 NUSF reverse auction that could distribute $18.4 million (docket NUSF-131). A multiyear investigation (see 2311280061 and 2210260052) showed customers "are experiencing significant difficulty in obtaining adequate telephone service” from the three carriers, despite receiving large amounts of Nebraska USF (NUSF) support, said the service-quality order in docket C-5303. The PSC is especially troubled that some carriers “do not appear to have taken steps since the investigation was opened to proactively improve their service,” it added. Fiber cuts comprise only "a small percentage" of recent outages, said the PSC: The rest "appear to result from the carriers’ maintenance and repair practices on their own facilities." It’s likely that the carriers “failed to meet the standard of six trouble reports per one hundred access lines per month, per exchange,” the PSC said. The commission ordered each carrier to submit information by May 31 on how many trouble reports it received in each exchange monthly from November to April. Carriers must identify any exchange averaging eight or more trouble reports per 100 lines in any of those months. By June 28, each carrier "must develop a plan to improve service in" each identified exchange “sufficient to ensure the exchange does not exceed six trouble reports per one hundred lines each month.” In addition, the PSC said it found many customers complained about inadequate customer assistance and missed technician appointments. So, each carrier must develop a plan and report to the PSC on how they improved in those areas by June 28, the commission said. "The plan must ensure customers are able to call and reach a customer service representative familiar with Nebraska’s network and customers." Committed to reliability, Windstream is "reviewing the order and will work with the Commission on any findings," a spokesperson said. CenturyLink disagrees with the order’s conclusions and believes “these reports will show that we’re providing good service to our Nebraska customers,” a Lumen spokesperson said. Frontier didn’t comment.