Television company

PSC Fines Suddenlink $2.2M, Orders Company to Open WV Call Center in Final Order

CHARLESTON, W. Va. – The state Civil Service Commission on Wednesday issued a final order in its investigation into Suddenlink’s quality of service, fining the company more than $2.2 million.

According to the order, the state Public Service Commission (PSC) found that the company had failed to provide safe, adequate and reliable service to its West Virginia subscribers.

The PSC also determined that Suddenlink intentionally cut its work and maintenance budget, reduced the number of full-time employees, changed its method of communicating with customers and ignored thousands of customer complaints, according to a statement.

The PSC imposed immediate fines of $2,242,000, the maximum fine to date. The body also has the power to impose future sanctions.

Later in the order, the commission ordered Suddenlink to locate a call center in West Virginia. The company must inform the commission within 90 days, specifying its planned location and the planned opening date of the center.

Charlotte Lane

“Suddenlink’s conduct and performance with respect to its operations in West Virginia has been nothing short of egregious,” PSC President Charlotte Lane said in a statement.

“There is no excuse for his conduct except to boost his bottom line, doing so with blatant disregard for his subscribers. Suddenlink should be penalized for their actions.

READ: The PSC’s final order on the Suddenlink investigation

Lane met with Suddenlink representatives last year to discuss the staggering number of service quality complaints the PSC had received, including delays in restoring service, billing errors, inability to pass service orders or contact staff regarding service status, a stated release.

Suddenlink was ordered to provide the PSC with a remediation plan within 30 days. In response, Suddenlink sent a letter that did not contain a remediation plan or details of steps the company had taken to improve service.

Suddenlink has more than 133,000 cable TV customers in West Virginia. Additional information, including Wednesday’s order, is available on the PSC’s website by referencing Case No. 21-0515-CTV-SC-GI.

This is a developing story and will be updated