PSC fines Suddenlink $2.2 million, orders firm to open WV call center in last order

CHARLESTON, W.Va. — The state Public Service Commission issued a Final Order in its investigation into Suddenlink’s high quality of service on Wednesday, fining the corporate greater than $2.2 million.

According to the order, the state Public Service Commission (PSC) discovered the corporate, had failed to offer protected, enough and dependable service to its West Virginia subscribers of its cable, web and telephone service.

The PSC additionally decided that Suddenlink deliberately decreased its upkeep work and finances, decreased the variety of full-time staff, modified its methodology of speaking with clients and ignored hundreds of buyer complaints, a launch acknowledged.

The PSC assessed instant penalties of $2,242,000, which is the utmost penalty to this point. The physique additionally has the authority to impose future penalties.

Charlotte Lane

“Suddenlink’s conduct and performance with respect to its operations in West Virginia have been nothing short of egregious,” acknowledged PSC Chairman Charlotte Lane in a launch.

“There is no excuse for its conduct except to increase its bottom line, doing so with a blatant disregard for its subscribers. Suddenlink should be penalized for its actions.”

Further within the order, the fee ordered Suddenlink to find a call center in West Virginia. The firm is to inform the fee inside 90 days, detailing its anticipated location and the anticipated date the center will open.

Kent Carper, the Kanawha County Commission President applauded the order. He mentioned the opening of a call center within the Mountain State was the anchor of his testimony earlier than the PSC throughout public hearings.

Kent Carper

“How ridiculous when you’ve tried to talk to someone, they were in a foreign county, you couldn’t understand them and nothing came about it. Now this is West Virginia, if you want to do business here you ought to be here,” Carper advised MetroNews Wednesday.

READ: PSC’s last order into Suddenlink investigation

Lane met with representatives of Suddenlink final 12 months to debate the staggering variety of high quality of service complaints the PSC had obtained, together with delays in service restoration, billing errors, the lack to position orders for service or contact personnel relating to the standing of service, a launch acknowledged.

Suddenlink was directed to offer the PSC a correction plan inside 30 days following conferences with Lane. The PSC acknowledged that in response, Suddenlink despatched a letter that contained neither a correction plan nor particulars of the steps that the corporate had taken to enhance service.

A spokesperson for Altice USA, Suddenlink’s father or mother firm, launched the next assertion to MetroNews on the PSC order:

“Suddenlink shares the State’s goal of ensuring West Virginians receive high-quality service and have a positive customer experience. We have made and continue to make substantial investments in our network and customer support that are resulting in significant improvements in performance. We have cooperated with the WV PSC over the course of its review and are reviewing today’s order.”

Delegate Daniel Linville (R-Cabell), the chair of the House Technology and Infrastructure Committee advised MetroNews Wednesday that he hopes the cash goes again to the purchasers. Suddenlink has over 133,000 cable tv clients in West Virginia.

Delegate Daniel Linville (R-Cabell)

“The reality of complaints has been that customers have not been able to address their concerns. From a billing standpoint, service quality standpoint, and a technical assistance standpoint. The people that deserve the money are the people that have been paying the only option they’ve traditionally had to these internet and cable services,” mentioned Linville.

Linville, who has welcomed constituents to specific displeasure with Suddenlink, mentioned he was happy with the order from the PSC. He mentioned there was well-established reality patterns of buyer service and operation failures.

Carper hopes the corporate learns its lesson with this order.

“The cable company cannot just turn around now and give a wink and a nod and raise rates to recoup the money. They need to learn a lesson from this or we’ll be back before the Public Service Commission as soon as they start what they were doing in the past,” he mentioned.

Additional info, together with Wednesday’s order is on the market on the PSC website by referencing Case No. 21-0515-CTV-SC-GI.

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