Verizon is once again defending itself from accusations that it is intentionally neglecting its fixed-line networks in Pennsylvania -- and punishes technicians that try to repair aging DSL lines. Pennsylvania has always been a sore spot for Verizon customers after the company convinced the state to give it millions in tax breaks and subsidies for fiber broadband service never delivered. More recently, cities like Philadelphia have accused the company of failing to live up to their FiOS deployment promises, a story that has played out time and time again from New Jersey to New York City.
The Communications Workers of America have long singled out these problems as fodder in disputes with the company. The union
did so again recently in testimony to the Pennsylvania Public Utility Commission (PUC) as part of a petition for a public investigation into the safety and reasonableness of service provided by Verizon Communications to Pennsylvania customers.
"Verizon is doing a poor job of maintaining its copper network. Verizon is supposed to make sure the network is safe and provide decent and reliable service to customers,” CWA Local 13000 President Jim Gardler said in testimony submitted to the PUC. "Verizon continues to reduce its workforce without backfilling the positions, thus leaving customers with longer outages for extended periods of time."
But of particular note in the testimony is the claim that Verizon techs are being disciplined in many areas if they actually try to fix aging copper (DSL and POTS) -- instead of trying to foist VoiceLink wireless service (a voice-only POTS alternative) on customers.
“Field technicians are required to have VoiceLink units on their trucks and to refuse to repair copper plant serving voice-only customers," said Gardler. "Technicians are being told that if they actually try to repair copper plant instead of using VoiceLink they will be subject to disciplinary action by Verizon."
Verizon has consistently been under fire for refusing to repair DSL lines after natural disasters such as Hurricane Sandy, instead pushing Voice Link on customers as an alternative. The problem is that VoiceLink is voice only, meaning it's not really a suitable replacement for customers looking to have their existing DSL connections repaired.
Verizon, as it has done time and time again in the face of such criticism, denies there's any problem with lagging investment, support, or upgrades.
“The reality is that Verizon continues to make substantial investments in the wireline network each year – more than $3.4 billion last year alone," states the company. "We make these investments in our network and in our employees so that that our customers continually receive the products and services that they pay for and deserve.”