The Civil Service Commission to hold a public hearing in Beckley on Monday on the Suddenlink case

BECKLEY, W.Va. – The State Civil Service Commission is heading out on the road Monday evening to hear from residents who wish to speak out about the service they are receiving from Suddenlink.

Charlotte lane

The first of four public hearings scheduled for the coming weeks is set for Monday evening in the ceremonial courtroom of the Raleigh County Courthouse from 5 p.m.

PSC President Charlotte Lane said it was important that the PSC provide the forum.

“And hopefully after listening to customers and hoping that we get a response from Suddenlink, we can come up with a plan of action,” Lane told MetroNews.

Suddenlink provides cable, Internet and telephone service in West Virginia. The PSC announced an investigation in July after receiving hundreds of complaints about the company’s service.

“We spoke to them (Suddenlink) and we gave them the opportunity to take corrective action and we’re just not happy with what we saw,” Lane said.

In a statement to MetroNews, Suddenlink, which is owned by Altice USA, said it was eager to participate in the hearings.

“Our teams continue to work diligently to continually improve the service experience for our clients in West Virginia, and we will continue to communicate with the Civil Service Commission regarding our ongoing investments in the state that benefit our clients in addition to participating in public hearings. “, says the press release.

The commission gives Suddenlink until August 31 to submit information that should provide details of completed and planned improvement projects to its cable television service; specific information on breakdowns; the processes used to issue and track trouble tickets; customer complaint call logs; a copy of all of Suddenlink’s current franchises for in-state cable television service; measures regarding training, personnel, location of offices and hours of operation.

Suddenlink also acknowledged some service issues in its statement to MetroNews.

“We understand that some of our customers may have experienced some frustration, particularly during the pandemic, as the company has adapted its operations to ensure the safety of customers and employees,” the company said. “We continue to make major investments in our network, products and services, including the recent launch of our Smart WiFi 6 product and the deployment of our advanced entertainment platform Altice One. “

In conjunction with Beckley’s public hearing, two public hearings are scheduled for Tuesday at the PSC offices in Charleston, one at 10:30 a.m. and the other at 6 p.m. and a fourth public hearing will be held on September 14 at 5 p.m. at Princeton Hall. of parks and recreation meeting.

The evidentiary hearing in the case is now set for October 6 in Charleston.

Lane said the hearings could be revealing for Suddenlink.

“Nothing catches their attention like many customers demanding demanding attention and service,” Lane said.

Lane initially met with Suddenlink officials in May and requested a response to customer complaints by June 7. Suddenlink responded on time, but its response did not contain a remedial plan or details of steps taken to improve cable TV service.

“Suddenlink’s response to our request for a corrective plan for its dire customer service issues was grossly inadequate. Characterizing over 1,900 complaints positively as “less than 1%” of its customer base is of particular concern, ”Lane said at the press conference. time.

Lane did not rule out what she called “additional legislation” for Suddenlink to provide the service customers pay for.

The PSC had previously granted intervenor status in the case to the towns of Charleston, Elkins and Beckley as well as to the Kanawha County Commission.

Those unable to attend the public hearings can submit comments to the PSC by letter at 201 Brooks Street, Charleston, WV 25301 or they can submit a comment on the PSC website.

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