PUC APPROVES TELECOM PROVIDERS TO OFFER ALTERNATIVE SERVICES TO WILDFIRE SURVIVORS

PUC APPROVES TELECOM PROVIDERS TO OFFER ALTERNATIVE SERVICES TO WILDFIRE-IMPACTED CUSTOMERS AS RESTORATION EFFORTS CONTINUE 

SALEM, Ore. – The Oregon Public Utility Commission (PUC) approved an agreement, resulting in access to alternative service options to certain telecommunications customers impacted by the recent wildfires while their landline telephone service is being restored. The agreement was reached by PUC Staff and the Oregon Citizens’ Utility Board (CUB), working on behalf of customers, and Lumen, the parent company for CenturyTel of Oregon, United Telephone Company of the Northwest, and Qwest Corporation. These businesses provide telephone service under the brand of CenturyLink.  

The agreement was reached as part of a PUC investigation into the company’s efforts to restore service after the devastating wildfires in early September.  

“The PUC opened an investigation in early November because customers complained that landline telephone service had not been restored to them in the months since the Labor Day wildfires,” said Megan Decker, PUC Chair. “In many instances, the areas where these outages occurred have little to no cell reception, making landline service restoration even more crucial to these communities. This agreement demonstrates positive steps forward to ensure Oregon residents have access to options for critical communications while the repair of damaged systems continue.” 

The agreement provides for temporary alternative service options through the provision of limited satellite phone usage, and also establishes a defined time period for landline service restoration, with specific consequences in the event that timeline is not reached.  

The agreement stipulates that CenturyTel of Oregon, United Telephone, and Qwest will do the following:

• Continue working to restore voice telephone service, with service to be restored no later than February 12, 2021 to all wildfire-impacted customers who reported an outage any time after September 6, 2020. In the event there is a delay in the restoration efforts beyond February 12, 2020, impacted customers will receive a $100 bill credit each week service is not restored beyond this date. 

• While service restoration work continues, customers whose service has not been restored are eligible immediately to request a satellite phone from a designated service provider for temporary use. The costs of the satellite phone will be reimbursed through bill credits from the CenturyLink companies, or through a prepaid card. Customers will receive 90 minutes of talk time to be used until service is restored by February 12, 2021. If restoration of permanent service is not complete by February 12, 2021, customers will receive an additional 60 minutes per week for each additional week without permanent service. Satellite phone service will not be interrupted after the allotted minutes have run out, whether used for emergencies or other purposes, although customers will be responsible for charges that are incurred if they use more than the allotted minutes.

Decker added, “As permanent restoration of telecommunications service in Lumen’s Oregon territories progresses, the PUC will continue oversight of this issue. Lumen will provide weekly updates to the PUC to demonstrate their commitment to restoring service for all Oregonians and their compliance with the agreement we have approved. We continue to be concerned about the customers that are experiencing a lack of telephone service, and hope that having some alternative communication options made available will at least ensure that customers have the ability to make critical communications during these difficult times.”

CenturyTel, United Telephone, and Qwest customers in the areas affected by the Labor Day wildfires interested in requesting a satellite phone should call 619-864-7301 or email tyler@satellitephonestore.com and provide the offer code: OGCL. 

If you have questions or concerns about your telecommunications or other utility services, please contact the Oregon Public Utility Commission at puc.consumer@state.or.us or 503-378-6600 or 800-522-2404. The PUC also accepts all relay calls. 

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The Oregon Public Utility Commission (PUC) regulates customer rates and services of the state’s investor-owned electric, natural gas and telephone utilities, as well as select water companies.  The PUC’s mission is to ensure Oregon utility customers have access to safe, reliable, and high quality utility services at just and reasonable rates, which is accomplished through thorough analysis and independent decision-making conducted in an open and fair process.