Press Release

PUC Approves Settlement with CenturyLink Regarding Delayed Installation of Telephone and Broadband Services

Published on 1/14/2021

Filed under: Telecommunications

Settlement Includes $32,050 Civil Penalty for Telephone and Broadband Service Installation Delays Resulting in Consumer Complaints to the PUC

HARRISBURG – The Pennsylvania Public Utility Commission (PUC) today approved a joint settlement between The United Telephone Company of Pennsylvania LLC, doing business as CenturyLink, and the PUC’s independent Bureau of Investigation and Enforcement, resolving an investigation involving consumer complaints of delayed installation of telephone and broadband services.

The PUC Commissioners voted 4-0 to approve the settlement agreement, which includes a civil penalty of $32,050 for alleged violations of Public Utility Code requirements that public utilities install telephone and broadband service in a timely manner along with other PUC regulations.

As detailed in the Commission’s Opinion and Order and the Settlement, customers claimed a total waiting period of 150 days past the 5-day time frame for installation of telephone service and a total waiting period of 105 days past the 10-day timeframe for installation of broadband service. Additionally, CenturyLink was accused of failing to provide broadband services to some customers or failing to provide service meeting the minimum required speed.

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Docket No.: M-2020-3012956

Contact:

• Nils Hagen-Frederiksen
  Press Secretary
  717-418-2701
  nhagen-fre@pa.gov