State regulators investigate Verizon phone complaints - NBC12 - WWBT - Richmond, VA News On Your Side

State regulators investigate Verizon phone complaints

By Andy Jenks - bio | email
Posted by Terry Alexander - email

RICHMOND, VA (WWBT) - A consumer alert for Verizon phone customers. The State Corporation Commission is investigating why a larger than usual number of people have been complaining about the company's repair service. The regulators want to know why customers say it takes too long to get their phone lines fixed.

In any given month, a small number of Verizon customers -about 100- say their land lines aren't working. But this summer, the number of complaints was unusually high. That got the attention of the State Corporation Commission, whose regulators were concerned about the length of time it took to get things fixed.

Richard Hatch represents the Communications Workers of America, who agree with customers that more needs to be done.

"We've seen a movement away from maintaining that network and putting resources into the network to make sure it's sustainable," Hatch said.

The workers, though, can't fix the broader problems until Verizon tells them to. And while the company won't be specific, spokesperson Harry J. Mitchell said, "We are committed to constantly improving the experience."

Since this summer, Verizon tells the Commission it's taken steps to correct the problem, and customer complaints have dropped significantly.

Verizon would not go into detail about what it's doing.

"We have to defend our competitive secrets," Mitchell said.

Still, the Commission would like to hear if Verizon is devoting sufficient resources to its customers, and to its employees.

"What we would like to see is the necessary resources and the focus to be on fixing the problems, making sure that the customers are taken care of," Hatch said.

Verizon claims it is investing hundreds of millions of dollars a year on the Virginia network. As part of their investigation, first reported by the Richmond Times-Dispatch, state regulators will likely determine if the money is being spent in the right places.

The hearing is set for December 14 in Richmond.

Copyright 2010 WWBT NBC12. All rights reserved.

  • Latest news from NBC12.comNEWSMore>>

  • Chesterfield man taken into custody after barricade situation

    Chesterfield man taken into custody after barricade situation

    Sunday, September 24 2017 9:37 AM EDT2017-09-24 13:37:59 GMT
    Police have arrested a suspect involved in a barricade situation in Chesterfield. It happened at a home in the 7000 block of Velvet Antler Drive, around 11:15 p.m. Saturday. Police were called to the home for a welfare check, and when they arrived, officers say the man inside, 49-year-old John Michael Loslo III, showed a weapon. That's when, police say, an officer opened fire. Neither the officer, nor Loslo, were injured in the exchange. A SWAT team was called, and after som...More >>
    Police have arrested a suspect involved in a barricade situation in Chesterfield. It happened at a home in the 7000 block of Velvet Antler Drive, around 11:15 p.m. Saturday. Police were called to the home for a welfare check, and when they arrived, officers say the man inside, 49-year-old John Michael Loslo III, showed a weapon. That's when, police say, an officer opened fire. Neither the officer, nor Loslo, were injured in the exchange. A SWAT team was called, and after som...More >>
  • Federal government notifies 21 states of election hacking

    Federal government notifies 21 states of election hacking

    Friday, September 22 2017 5:16 PM EDT2017-09-22 21:16:26 GMT
    Sunday, September 24 2017 2:20 AM EDT2017-09-24 06:20:57 GMT
    The federal government is telling election officials in 21 states that hackers targeted their systems last year, although in most cases the systems were not breached.More >>
    The federal government is telling election officials in 21 states that hackers targeted their systems last year, although in most cases the systems were not breached.More >>
  • FIRST ALERT FORECAST: Patchy Dense Fog Overnight, Sun and Heat for Sunday

    FIRST ALERT FORECAST: Patchy Dense Fog Overnight, Sun and Heat for Sunday

    Saturday, September 23 2017 11:37 PM EDT2017-09-24 03:37:07 GMT

    Get the latest forecast from the NBC12 First Alert Weather team.

    More >>

    Get the latest forecast from the NBC12 First Alert Weather team.

    More >>
Powered by Frankly