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Domestic carriers, which include traditional wireline
telephone companies and some cable companies that provide telephone service,
must follow rules adopted by the Federal Communications Commission (FCC) if
they plan to discontinue, reduce or impair telephone service for any reason,
including bankruptcy. The purpose of the rules is to protect customers from
abrupt changes to or termination of telephone service from one carrier without
an opportunity to arrange service with another provider.
In some cases, even if a carrier files for bankruptcy, it
will continue to provide service. The carrier may even be able to emerge from
bankruptcy and continue serving its customers for many years.
The FCC’s rules for discontinuing, reducing or impairing
service require carriers to:
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provide written notice to affected customers of any
planned discontinuance, reduction or impairment of service, stating that
customers have the right to file comments with the FCC;
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after notifying affected customers, request permission
from the FCC to discontinue, reduce or impair service; and
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continue providing service for a minimum of 31 days
after the FCC releases a Public Notice announcing the request to
discontinue, reduce or impair service and seeking comment on the proposed
discontinuance, reduction or impairment.
The FCC can extend the termination date. For
international telephone service, carriers must provide their customers 60
days’ notice before discontinuing, reducing or impairing service. The carrier
must also file a copy of the notice with the FCC on or after the date affected
customers are notified.
If you object to a carrier’s plan to discontinue, reduce
or impair service, you can file your objections or other comments with the FCC
in response to its Public Notice announcing the proposed discontinuance,
reduction or impairment. The Public Notice will state the applicable deadline
and procedures for filing such comments. The FCC will consider your objections
or other comments when evaluating the carrier’s request to discontinue, reduce
or impair its service. The FCC usually will authorize a carrier’s request to
discontinue, reduce or impair service unless the carrier’s customers are
unable to receive similar services or a reasonable substitute from another
provider.
Customer Transfers
Sometimes during bankruptcy or for other business
reasons, a carrier may sell or transfer its customer base to another company.
FCC rules establish several protections for consumers in such cases. The rules
state that:
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the acquiring company must provide customers 30 days
advance notice of the transfer, including information about its rates and
services; and
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customers may accept the acquiring company or choose
another company.
Customers who are transferred to an acquiring company
without adequate notice are entitled to relief under the FCC’s slamming rules.
For more information about these rules or to file a complaint about being
slammed, visit the slamming page of the FCC’s Web site at
www.fcc.gov/slamming.
Filing a Complaint with the FCC
If you have a complaint (other than a slamming complaint)
about a carrier discontinuing, reducing, or impairing service, you can file it
with the FCC using the on-line complaint Form 2000B found on the FCC Web site
at www.fcc.gov/cgb/complaints.html. You can
also file your complaint with the FCC’s Consumer Center by e-mailing
fccinfo@fcc.gov; calling 1-888-CALL-FCC
(1-888-225-5322) voice or 1-888-TELL-FCC (1-888-835-5322) TTY; faxing
1-866-418-0232; or writing to:
Federal Communications Commission
Consumer & Governmental Affairs Bureau
Consumer Inquiries and Complaints Division
445 12th Street, SW
Washington, D.C. 20554.
What to Include in Your Complaint
The best way to provide all the information the FCC needs
to process your complaint is to complete fully the on-line complaint Form
2000B. If you do not use the on-line complaint Form 2000B, your complaint, at
a minimum, should indicate:
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name, address, e-mail address, and phone number where
you can be reached;
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telephone and account numbers that are the subject of
your complaint;
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names and phone numbers of any companies involved with
your complaint;
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if applicable, the amount of any disputed charges,
whether you paid them, whether you received a refund or adjustment to your
bill, the amount of any adjustment or refund you have received, an
explanation if the disputed charges are related to services in addition to
residence or business telephone services; and
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the details of your complaint and any additional
relevant information.
What About Discontinuance of Telephone Service from a
Wireless or Voice over Internet Protocol (VoIP) Company?
The FCC has not adopted specific rules for wireless or
VoIP providers that discontinue, reduce or impair service. Procedures for
discontinuance, reduction or impairment of service may be stated in your
contract for service with these types of providers. If a wireless or VoIP
provider discontinues, reduces or impairs your service without cause or notice
in a manner that leaves you without alternative telephone service, you can
file a complaint with the FCC as described above. State laws may offer
additional protections. Therefore, you may also want to contact your state
public utility commission or consumer protection agency. Contact information
for state public utility commissions can be found on the Internet at
www.naruc.org/commissions.cfm or in the government section or blue pages
of your local telephone directory.
For More Information
For more information about FCC rules governing
discontinuance, reduction, or impairment of telephone service or any other
telecommunications issues, visit the FCC's Consumer & Governmental Affairs
Bureau Web site at www.fcc.gov/cgb, or contact the FCC's
Consumer Center using the information provided for filing a complaint.
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Federal Communications Commission · Consumer
& Governmental Affairs Bureau · 445 12th St. S.W. ·
Washington, DC 20554 |
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1-888-CALL-FCC (1-888-225-5322) ·
TTY: 1-888-TELL-FCC (1-888-835-5322) · Fax: 1-866-418-0232 · www.fcc.gov/cgb/
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Federal Communications Commission
