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News Release
PUC Upholds Previous Decision, Affirming Authority to Investigate Problems with Lumen Service Quality - 03/22/23

SALEM, Ore. – The Oregon Public Utility Commission (PUC) recently upheld a decision it made in October 2022 to maintain Lumen’s existing residential customer rates while the PUC investigates prolonged landline telephone and internet service outages reported by customers in Jacksonville, Oregon and surrounding areas. That decision also required Lumen to follow reporting and complaint resolution guidelines while the PUC investigation is underway. 

Lumen is the parent company for CenturyTel of Oregon, United Telephone Company of the Northwest, and Qwest Corporation and provides telephone service under the brand of CenturyLink. Lumen requested a hearing to contest the Commission’s October 2022 decision, arguing that it was beyond the scope of the PUC’s authority and should not remain in effect.

Last week the Commission upheld its October 2022 decision. As a result, Lumen is required to continue making repairs to restore service to customers in the Jacksonville area within 48 hours of the creation of every customer complaint ticket. Additionally, Lumen must continue to provide regular reports on customer complaints received and the status of the resolution of those complaints to the PUC. 

“As a carrier of last resort, Lumen is required to provide safe and reliable service to all its customers and this is particularly important when health and safety issues exist,” said Letha Tawney, PUC Commissioner. “The PUC’s investigation was launched as these families in the Jacksonville area continue to experience service quality and reliability issues with their landline voice service, which is a public safety concern. Upholding the decision enables the PUC to continue to track Lumen’s progress in making service quality improvements for customers in this area.”

Lumen customers with a zip code of 97530 who are experiencing service quality issues can continue to contact Lumen to create a customer complaint ticket at 844-304-5337. For all other inquiries outside the 97530-zip code, call 800-244-1111. The PUC’s Consumer Information Center is also available for questions about your utility bill or help resolving a dispute with your utility at (800)-522-2404 or puc.consumer@puc.oregon.gov.

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The Oregon Public Utility Commission (PUC) regulates customer rates and services of the state’s investor-owned electric and natural gas utilities, including Portland General Electric, Idaho Power, Pacific Power, Avista, Cascade Natural, and NW Natural. The PUC also regulates landline telephone providers and select water companies. The PUC’s mission is to ensure Oregonians have access to safe, reliable, and fairly priced utility services that advance state policy and promote the public interest. We use an inclusive process to evaluate differing viewpoints and visions of the public interest and arrive at balanced, well-reasoned, independent decisions supported by fact and law. For more information about the PUC, visit oregon.gov/puc.

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