The Public Service Commission (PSC) ordered Suddenlink Communications to demonstrate why it shouldn’t be required to make specific improvements to service or impose penalties as authorized by state law.
In May, PSC Chairman Charlotte Lane met with representatives of Suddenlink to discuss more than 1,900 quality of service complaints including delays in service restoration, billing errors or contact personnel regarding the status of service.
Lane directed Suddenlink to provide the commission a correction plan within 30 days. Suddenlink responded but omitted a plan.
Yesterday, the commission ordered Suddenlink to file information within 30 days, including details on completed and projected improvement projects to its cable television service; specific outage information; the processes used to issue and track trouble tickets; customer complaint call logs; a copy of all Suddenlink’s current franchises for cable television service in the state; metrics regarding training, personnel, office locations and hours of operation.
The commission has scheduled two public comment hearings on August 24 and an evidentiary hearing on August 26 at the PSC headquarters in Charleston. All hearings will be held in person and streamed live on the PSC’s website.
Suddenlink offers cable television service to more than 300,000 households and small businesses, and has over 133,000 cable television customers in West Virginia.