comments on review of AT&T DSL → Public Utility Commission is your friend...

Contact your state Public Utility Commission (some states have different names for this, KY's is called the Public Service Commission...don't know what GA calls theirs).

BellSouth will ask "How high?" When they say "Jump."

The relevant question, at that point, is how bought is GA's PUC. KY's is mostly bought, but occasionally will do the right thing...if the infraction is egregious enough.

Jeff

FYI..ADSL Service is a non-regulated product offering..therefore, the PSC in ANY state has no regulatory authority. However, The CUSTOMER rules..and seeing that he's made a service complaint here, I am attempting to rectify his service issues directly, as would ALL BellSouth Employees who happen to monitor this public web site. We take great pride in our service, and always attempt to provide the best possible customer care when ever possible.
NetTech

said by NetTech:

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FYI..ADSL Service is a non-regulated product offering..therefore, the PSC in ANY state has no regulatory authority.

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Alas, this is an untruth. ADSL service *is* regulated, both pricing and service. Check out the FCC's Electronic Tariff Filing System for pricing tariffs on ADSL. Also, at least in KY, feel free to check out any of several recent (within the past year or two) rulings from the KY PSC asserting that they do have regulatory authority of ADSL service, despite BellSouth's assertions to the contrary.

No, BellSouth (and other RBOC's) would love for customers to believe this lie, but it is just that, a lie.

said by NetTech:

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However, The CUSTOMER rules..and seeing that he's made a service complaint here, I am attempting to rectify his service issues directly, as would ALL BellSouth Employees who happen to monitor this public web site. We take great pride in our service, and always attempt to provide the best possible customer care when ever possible.
NetTech

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I hope his service complaint is rectified...however, the complaint mentions that he has tried to have his service issues rectified through the proper channels, and it hasn't been. Therefore, he is fully justified in contacting his state PUC for assistance in getting BellSouth to respond to his service issues.

Jeff

Jeff,
FYI..his service issues WERE satisfied thru the normal channels that are in place. A Tech did go to his house, and did effect repairs to his line (removed damaged section).
In response to your interpretation as to the authority of the various PSC, (and for Clearification), I was refering to the Residential/Business FastAccess DSL product line..in such, this product line is part of a 'bundled' product with normal dialtone service. After reviewing the Ky PSC website, it is obvious that you are refering to another matter that you have personal interest in..the UNE 'unbundled' DSL service package and the on-going legitation. This forum/website is NOT the place to discuss such matters, and I will not go any further then to say that you need to pursue your legal claims elsewhere..but not in this public website.
NetTech

said by NetTech:

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Jeff,
FYI..his service issues WERE satisfied thru the normal channels that are in place. A Tech did go to his house, and did effect repairs to his line (removed damaged section).

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No...his service issues were satisfied because he happened to run across a technician that happened to be out there...not out there to fix his problem, but rather another one and he managed to get the guy to look at his problem while he was there. He got lucky.

Now...I will agree with him, and others, and will say that BellSouth techs are wonderful, when you can get in touch with them. This has been my experience in just about all matters with BellSouth...not just DSL...but getting in touch with a tech can be an outright nightmare.

said by NetTech:

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In response to your interpretation as to the authority of the various PSC, (and for Clearification), I was refering to the Residential/Business FastAccess DSL product line..in such, this product line is part of a 'bundled' product with normal dialtone service.

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Indeed..."FastAccess" is not regulated, but the DSL line service is. Regardless...he didn't have sync on his DSL line and was unable to get resolution on it, so he is justified in contacting the PUC if he is unable to get resolution.

said by NetTech:

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After reviewing the Ky PSC website, it is obvious that you are refering to another matter that you have personal interest in..the UNE 'unbundled' DSL service package and the on-going legitation.

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Actually...I'm not particularly concerned about UNE's. The Kentucky (as well as other states) PSC has asserted regulatory authority over DSL service (wholesale, UNE, or otherwise). My biggest area of concern is WRT wholesale, and with BellSouth's penchant for "confusing" wholesale, retail, and UNE methods of sale. (Indeed, that very thing happened in this thread)

said by NetTech:

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This forum/website is NOT the place to discuss such matters, and I will not go any further then to say that you need to pursue your legal claims elsewhere..but not in this public website.
NetTech

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Absolutely it is a good place to discuss them. Its important that end-users understand how BellSouth is attempting to "skirt" regulation (not violate it) by choosing to do things in ways that are designed to confuse the end-customer.

I'm sorry if you don't like the fact that I'm so down on your employer. I will say, as I did earlier, that the techs that I've worked with in Bellsouth have been absolutely great to work with...among the best. The regulatory, marketing and accounting folks, by and large, however, need a major smackdown.

Jeff

said by igjeff:

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No...his service issues were satisfied because he happened to run across a technician that happened to be out there...not out there to fix his problem, but rather another one and he managed to get the guy to look at his problem while he was there. He got lucky.

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Jeff,
I don't know where you think you are getting your information from, but I did happen to talk to the DSG concerning this customer's service complaint...and they did in fact dispatch an ADSL Technician to his house, with a trouble ticket, to check for sync at his network interface device. The particulars concerning his repair is between him and the company, as such, that information is proprietary. Your 'speculation' as to how he got his service issues resolved is further then the truth.

It is obvious from your statements that your viewpoint is distorted and bias. You cannot justify your misguided attempts to smear the service commentments made by countless, dedicated BellSouth Employees throughout the region. Again, I say that in order to give credence to your personal complaint against BellSouth, stick to the facts..in a court of law..and not belittle yourself with this smear campaign you are putting on here. Most folks know anyway to take measure of things printed/posted publicly with a 'grain of salt', and that actions speak louder then words.
That's the true measure of service, right? Commitment and action..and not just hearsay or half-truths. And to tell consumers to 'run' to their PSC's at the first sign of service problems is so wrong.

BTW, didn't you hear? Ever since deregulation, the telcoms stopped being a public utility! Know what that means? We are no longer subsidized with public/federal monies. We have to EARN our money..with hard work and a commitment to higher service standards. This isn't 1984, sir!

Also, since this service issue has been resolved, don't you think that we should not continue this thread longer? Our viewpoints are bias and serve no purpose within this thread.
So, lets at least agree to disagree, and move on...best of luck to you.
NetTech

said by NetTech:

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I don't know where you think you are getting your information from,

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From the original posting...perhaps I misread it...but going back and re-reading it, even now, I still read that he believes that his problem was fixed with the help of a lot of luck that he happened to run across the tech.

said by NetTech:

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It is obvious from your statements that your viewpoint is distorted and bias.

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I'll admit to bias.

said by NetTech:

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You cannot justify your misguided attempts to smear the service commentments made by countless, dedicated BellSouth Employees throughout the region.

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And I've publically given kudos to the many men and women within BellSouth's employ that work hard to provide good service. Field technicians, folks in the DSG, and many other places.

Folks in the marketing, accounting, and legal departments, however, by and large are in need of serious smack-downs, as I said.

said by NetTech:

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That's the true measure of service, right? Commitment and action..and not just hearsay or half-truths.

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Absolutely agreed. And from a technical point of view, BellSouth acquits itself generally quite well. I'll be first in line to affirm that. From a legal and regulatory point of view, however, BellSouth skirts the law with great regularity.

said by NetTech:

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And to tell consumers to 'run' to their PSC's at the first sign of service problems is so wrong.

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My suggestion is that, if customers don't get satisfaction through proper channels, then the state PUC/PSC is an (not the only, but one of several) other avenues in which the customer may be able to receive satisfaction. The state PUC/PSC is a wholly appropriate forum to address grievances in the case of BellSouth (or any other LEC) not providing the service that they are supposed to be. I have suggested nothing more than that. If you deny that this is appropriate, I would love to get your name so I can contact BellSouth's regulatory department so that *they* can educate you on this.

said by NetTech:

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BTW, didn't you hear? Ever since deregulation, the telcoms stopped being a public utility!

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You are still regulated by the state PUC/PSCs.

said by NetTech:

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Also, since this service issue has been resolved, don't you think that we should not continue this thread longer? Our viewpoints are bias and serve no purpose within this thread.

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Again...I think it is always wise to attempt to educate end-customers with other methods by which they can have their greivances resolved. Their state PUC/PSC is most definitely one...even if BellSouth would love for end-customers to falsely believe that the state PUC/PSC doesn't have authoritiy.

said by NetTech:

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So, lets at least agree to disagree, and move on...best of luck to you.
NetTech

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I am perfectly happy to agree to disagree, but be sure that I *will* do everything in my power to be sure that end-customers understand their options.
Jeff