It’s been two weeks since Suddenlink Communications, or Altice USA responded to the West Virginia Public Service Commission, answering questions about issues with their connectivity and customer service.
The 11-page memo came hours after close of business on June 7, at the request of PSC Chair Charlotte Lane. She sought a corrective plan of action to improve the quality of service to West Virginians.
According to the report filed with the PSC, Altice USA says they offer service to more than 300,000 households and small businesses in the state.
In the document, the company says they have resolved 99 percent of all customer complaints, they answer 90 percent of all calls within 30 seconds and says they have seen a decrease in complaint volume, returning to near pre-pandemic levels.
Altice USA says the pandemic -- coupled with delays with the U.S. Postal Service, severe weather and other issues -- are factors for the complaints the PSC references.