opinion

CenturyLink service in rural Montana criticized

Year after year, Montana’s CenturyLink (CTL) customers endure intermittent telephone service and repeated outages. CenturyLink is the sole provider of telephone service for a large portion of rural Montana and operates there as a de-facto monopoly. Cell service is not available in many of these areas, so it’s not a viable alternative.

CenturyLink’s ancient analog equipment and cables have not been modernized in years. Although CTL publicly admits that the age of the equipment makes finding replacement parts difficult, they claim that the cost to replace the aging equipment is beyond their means. They gloss over the fact that they accept $10 million annually from the federal government to provide telephone service to rural Montana. That money is collected from you, almost like a tax on your telecommunications services.

Dissatisfied CTL customers have repeatedly voiced their many concerns to the Montana Public Service Commission (PSC) regarding poor service. PSC rules require companies like CTL to fix 90 percent of out-of-service trouble tickets within 24 hours. According to CTL’s self-reported service statistics, only 58 percent of tickets meet this criterion. CTL’s arrogant solution to this problem is to ask the PSC to give them more time — 48 hours. Although the PSC has listened to the public and repeatedly requested a repair service improvement plan, CTL has missed every deadline. CTL seems quite content with the status quo (with a little extra revenue added).

Last November, the PSC opened a contested case docket to investigate the chronic service quality issues and outages caused by the deteriorating telephone infrastructure. The Montana Consumer Counsel, the Montana Telecommunications Association and Missouri River Residents for Improved Telecommunications Service (MRRITS) formally intervened in this matter. MRRITS represents residents living in the Upper Missouri River Canyon, between Cascade and Wolf Creek. Our community hosts a variety of businesses: a trucking company, lawyers, restaurants, lodging, consulting services, ranchers and farmers. We have some of the best fishing in the world, and the guides and fly shops provide a huge boost to the Montana economy. All of these businesses need reliable telecommunications facilities to thrive.

CTL’s business interests should not be prioritized over ours. Life along the river is a constant risk to anyone who might need emergency services. If the phones don’t work, 911 isn’t much help.

The PSC has the authority to fine CenturyLink for each out-of-service call that has not been repaired within the required 24-hour timeframe. Without substantial fines, CTL has no motivation to do anything other than continue to raise our rates while their equipment rusts. We’re asking our PSC and other public officials to help us find a solution to this sad pattern of customer abuse.

We know CTL customers in other Montana locations are experiencing the same or similar outages and call quality issues. Customers in Wibaux have very similar problems. People from Havre, Great Falls, Clancy, Missoula and Hamilton have sent to the PSC scathing comments regarding CTL service, or lack therof.

When you encounter problems with your CTL landline, please contact the PSC at 800-646-6150 and urge them to mandate that CTL modernize their telephone services throughout the state.

It’s time to give CenturyLink a strong dose of reality therapy.

This op-ed piece was provided by Upper Missouri River Canyon residents Adrienne and John Kernaghan, Kathleen and Jim Ahrens, Virginia Jamruszka-Misner and Howard Ellis Misner.