FairPoint Communications has until the end of the day today to submit a plan to the state outlining how it will address customer service and billing problems in the wake of its purchase of Verizon's land-based Maine telephone business.
The Public Utilities Commission's order for the "written stabilization plan" was sparked by a surge in calls from residents upset about FairPoint service.
The PUC is requiring that FairPoint outline its strategy for improving call-center performance and correcting billing errors, as well as for receiving and filling new orders.
FairPoint spokesman Jeff Nevins said the company will submit the plan by the end of the day today.
"We're working to address the issues that were brought up by the (PUC)," Nevins said.
Problems began when the company took over Verizon's landline service in northern New England six weeks ago.
In addition to problems with customer's e-mail service, customers have complained about incorrect bills and difficulty reaching customer service representatives.
The PUC said it received 104 calls last Wednesday – most involving FairPoint.
FairPoint blames the situation in part on greater than expected trouble in the complex process of transferring data from Verizon's computers to FairPoint's new system.
One result has been billing delays that are causing some customers to see already paid February charges reappear on their March bills.
These and other glitches have triggered a cascading volume of customer service calls that are about three times above normal, the company says, leading to long wait times and mounting frustration.
In a March 20 letter to FairPoint, the PUC told the company to forward copies of its stabilization plan to the commission no later than today.
"As you know, the Maine Public Utilities Commission has continuing concerns regarding particular aspects of FairPoint's operation performance following the cutover last month from the legacy Verizon back-office systems," commissioners wrote.
PUC spokesman Fred Bever said the state is in regular contact with the Liberty Consulting Group of Quentin, Pa., the consultant hired by Maine, New Hampshire and Vermont to oversee the changeover from Verizon to FairPoint.
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