Press Release

PUC Seeks Comments on Proposed Settlement with CenturyLink Concerning Alleged Outages and Unreliable Service During Hurricane Ida

Published on 9/15/2022

Filed under: Telecommunications

Proposed Settlement Highlighted by CenturyLink’s Enhanced Quality Assurance Program, New Remedial Measures and $45,000 Civil Penalty

HARRISBURG – The Pennsylvania Public Utility Commission (PUC) today issued for comment a proposed settlement between The United Telephone Company of Pennsylvania LLC d/b/a CenturyLink (CenturyLink) and the PUC’s independent Bureau of Investigation & Enforcement (I&E), following I&E’s informal investigation into alleged outages, unreliable service and general customer service complaints during Hurricane Ida.

The Commission voted 3-0 to issue for comment the proposed Joint Petition for Approval of Settlement between CenturyLink and I&E – which began an informal investigation based upon multiple informal complaints received by the PUC’s Bureau of Consumer Services (BCS) and concerns raised by state legislators in August of 2021 during the hurricane.   Based on those complaints, I&E’s investigation alleges the following violations by CenturyLink as a rural incumbent local exchange carrier:

     (a)          Failure to provide reasonable, continuous service.

     (b)          Failure to address or repair the service outage in a reasonable amount of time.

     (c)           Failure to respond to downed wire or poles and/or broken poles in a reasonable time.

     (d)          Failure to provide adequate customer service and address outages related to Hurricane Ida.

Under the conditions of the settlement, CenturyLink agrees to the following:

• Pay a $45,000 civil penalty, which will not be tax deductible or able to be passed through as an additional charge to CenturyLink’s customer in Pennsylvania.
  
  
• Implement numerous remedial measures, including but not limited to the ongoing implementation of CenturyLink’s Quality Assurance Program as well as ongoing status and progress reports with both BCS and legislative offices.

Interested parties may submit comments, preferably via the Commission’s electronic filing system, within 25 days of publication of this Opinion and Order in the Pennsylvania Bulletin.  An e-file account may be opened free of charge and used through the Commission’s website.

Paper comments may be filed with the PUC’s Secretary’s Bureau at the following address:

          Rosemary Chiavetta, Secretary
          Pennsylvania Public Utility Commission
          Commonwealth Keystone Building
          400 North Street
          Harrisburg, PA  17120

The Pennsylvania Public Utility Commission balances the needs of consumers and utilities; ensures safe and reliable utility service at reasonable rates; protects the public interest; educates consumers to make independent and informed utility choices; furthers economic development; and fosters new technologies and competitive markets in an environmentally sound manner.

Visit the PUC’s website at www.puc.pa.gov for recent news releases and video of select proceedings. You can also follow us on Twitter, Facebook, LinkedIn, Instagram and YouTube. Search for the “Pennsylvania Public Utility Commission” or “PA PUC” on your favorite social media channel for updates on utility issues and other helpful consumer information.

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Docket No.:  M-2022-3028754

Contact:

• David Hixson
  Deputy Press Secretary
  717-772-2766
  dhixson@pa.gov