WUTC: Local Telephone Company Service Quality Report

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Local Telephone Company Service Quality Report

Service Quality Report

Local Telephone Company Service Quality Report

Class A companies are required to report to the WUTC on their service quality performance each month - Class A designation means that a company and its affiliates serve at least 2% of the total access lines in the state of Washington. Service quality reports measure whether each company is complying with State rules on service quality. WAC 480-120-439 is the service quality rule with other WACs specifying the standard which is to be met.

Missed Appointment Report (3)

This report must state the number of appointments missed, total number of appointments made (scheduled), and the number of appointments that are allowed to be excluded. Installation appointments and repair appointments must be reported separately. (WAC 480-120-439(3)).

Company

Sept
2008

Oct
2008

Nov
2008

Dec
2008

Jan
2009

Feb
2009

Mar
2009

Apr
2009

May
2009

Jun
2009

Jul
2009

Aug
2009

CenturyTel

Verizon

Qwest*

EMBARQ

Integra

AT&T

MCImetro

not
avail

SBC

N.A.

xx = both reports submitted as required
N.R. = Not required to file
A.M. = Alternative Measurement
** Comast's petition for alternative measurement/reporting format was granted (UT-031459). As of 5/05 Company no longer meets 2% threshold requirement for filing, therefore, data related to the company has been removed.
Eschelon granted an alternative measurement/reporting format in UT-061443, effective 6/27/07.
Integra files data on entire company, including Eschelon (UT-080864), effective 3/13/09, and UT-061443, has been rescinded.
AT&T granted an alternative measurement/reporting format in UT-041588.
TCG Seattle/Oregon granted an alternative measurement/reporting format in UT-041588.
MCImetro granted an alternative measurement/reporting format in UT-060502, effective June 30, 2006.
SBC was granted approval of an alternative format in UT-061617, effective April 27, 2007, and recently granted exemption from filing SQ reports, effective for the January 2009 report.

Installation or Activation of Basic Service Report (4)
Each reporting local exchange company must complete:

90% of all orders each month up to the initial 5 access lines in 5 days (or a later date requested by the customer) - CLECs exempt from standard
99% of all orders in the calendar quarter up to the initial 5 access lines - CLECs exempt from standard
100% of all orders shall be completed in 180 days (0% uncompleted)

5-day rule

Company	Sept 2008	Oct 2008	Nov 2008	Dec 2008	Jan 2009	Feb 2009	Mar 2009	Apr 2009	May 2009	Jun 2009	Jul 2009	Aug 2009
CenturyTel	99.28	99.68	99.28	99.84	99.23	99.39	99.54	99.33	99.47	?	99.50	99.78
Verizon	97.21	93.50	91.74	81.82	83.69	85.46	89.44	90.32	89.50	91.54	93.57	90.47
Qwest**	98.79	98.88	98.91	98.66	98.45	98.85	99.15	98.99	98.95	98.89	98.89	98.78
EMBARQ	98.01	97.53	97.83	97.10	97.77	97.42	97.40	95.24	96.54	97.42	98.37	98.75
Integra	94.27	97.64	97.74	97.67	96.41	97.22	99.30	99.86	97.32	96.73	95.67	97.31
AT&T	*	*	*	*	*	*	*	*	*	*	*	*
MCImetro	*	*	*	*	*	*	*	*	*	*	*	*
SBC	*	*	*	*	N.A.	N.A.	N.A.	N.A.	N.A.	N.A.	N.A.	N.A.

90-day rule

Company	Sept 2008	Oct 2008	Nov 2008	Dec 2008	Jan 2009	Feb 2009	Mar 2009	Apr 2009	May 2009	Jun 2009	Jul 2009	Aug 2009
CenturyTel	100	----	----	100	----	----	99.60	----	----	?	----	----
Verizon	100	----	----	100	99.93	99.91	99.79	99.77	99.86	99.96	----	----
Qwest**	100	100	100	100	100	100	100	100	100	100	100	100
EMBARQ	100	----	----	100	----	----	100	----	----	100	----	----
Integra	92.69	94.29	96.07	97.80	94.83	97.05	98.47	99.02	97.97	97.43	95.48	98.44
AT&T	*	*	*	*	*	*	*	*	*	*	*	*
MCImetro	*	*	*	*	*	*	*	*	*	*	*	*
SBC	*	*	*	*	N.A.	N.A.	N.A.	N.A.	N.A.	N.A.	N.A.	N.A.

180-day rule

Company	Sept 2008	Oct 2008	Nov 2008	Dec 2008	Jan 2009	Feb 2009	Mar 2009	Apr 2009	May 2009	Jun 2009	Jul 2009	Aug 2009
CenturyTel	----	----	----	100	----	----	----	----	----	?	----	----
Verizon	100	100	100	100	99.98	100	100	100	99.95	100	----	----
Qwest**	----	----	----	99.99	----	----	----	----	----	100	----	----
EMBARQ	----	----	----	99.62	----	----	----	----	----	100	----	----
Integra	93.21	91.93	96.93	?	96.45	95.32	98.67	98.24	96.95	97.58	95.97	96.79
AT&T	*	*	*	*	*	*	*	*	*	*	*	*
MCImetro	*	*	*	*	*	*	*	*	*	*	*	*
SBC	*	*	*	*	N.A.	N.A.	N.A.	N.A.	N.A.	N.A.	N.A.	N.A.

* information unavailable and/or filed confidentially
** Company authorized to report an alternative measurement
N.R. = Not required to file

Trouble Reports (6)
State rules require that the number of trouble reports not exceed four per hundred access lines for: (a) two consecutive months, or (b) four months in any 12-month period. A "trouble report" is a report by a customer that a line is out of service or not working properly. This standard does not apply to trouble reports relating to customers' equipment or to extraordinary or abnormal conditions. [WAC 480-120-438]

Company

Sept
2008

Oct
2008

Nov
2008

Dec
2008

Jan
2009

Feb
2009

Mar
2009

Apr
2009

May
2009

Jun
2009

Jul
2009

Aug
2009

CenturyTel

Verizon

Qwest**

EMBARQ

Integra

AT&T

MCImetro

SBC

N.A.

a = Exchange failure in 2 consecutive months
b = Exchange failure 4 months in a 12-month period
* information unavailable and/or filed confidentially.
N.R. = Not required to file

Switching Report (7)
Any company experiencing switching problems in excess of the standard [WAC 480-120-401] must report the problems to the Commission. For each switch, companies must meet the minimum standards during the switch's average busy-hour of the average busy season:

98% of calls placed must receive dial tone within 3 seconds (1)
98% of calls placed must not encounter an intraswich blocking condition (2)

Company

Sept
2008

Oct
2008

Nov
2008

Dec
2008

Jan
2009

Feb
2009

Mar
2009

Apr
2009

May
2009

Jun
2009

Jul
2009

Aug
2009

CenturyTel

Verizon (1)

99.95

99.94

99.89

99.94

99.97

99.92

99.95

99.97

99.94

99.97

Verizon (2)

99.99

100

99.97

99.98

99.99

99.98

99.99

99.98

Qwest**

EMBARQ

99.99

100

99.99

100

99.98

100

99.99

Integra

AT&T

N.R.

MCImetro

N.R.

SBC

N.A.

* information unavailable and/or filed confidentially.
N.R. = Not required to file
A.M. = Alternative Measurement

Interoffice, Intercompany & Interexchange Trunk Blocking Report (8)
Companies must meet the following standards during average busy-hour:

99% of trunk goups must experience less than 1/2 of 1% blocking for intertoll & intertandem (1)
99% of trunk groups must experience less than 1% blocking for local & EAS interoffice trunk facilities (2)
100% of trunk groups must experience less than 1% blocking for E911 (3)

Company

Sept
2008

Oct
2008

Nov
2008

Dec
2008

Jan
2009

Feb
2009

Mar
2009

Apr
2009

May
2009

Jun
2009

Jul
2009

Aug
2009

CenturyTel

Verizon (1)

99.54

99.32

98.19

99.55

99.77

99.54

99.55

98.41

99.77

100

98.16

Qwest (1)

99.73

97.59

97.33

96.26

97.86

98.13

98.40

97.87

97.07

95.73

Qwest (2)

100

99.72

100

99.72

Qwest (3)

100

EMBARQ (1)

EMBARQ (2)

EMBARQ (3)

Integra

AT&T

N.R.

MCImetro

N.R.

SBC

N.A.

* information unavailable and/or filed confidentially.
N.R. = Not required to file
A.M. = Alternative Measurement

Repair Report (9)
Reporting companies are required to meet the following standards:

100% of all out of service interruptions must be repaired within 48 hours
100% of all service impairments must be repaired within 72 hours
Sundays & legal holidays are excluded from the 48-hour & 72-hour periods.

48-hour rule

Company

Sept
2008

Oct
2008

Nov
2008

Dec
2008

Jan
2009

Feb
2009

Mar
2009

Apr
2009

May
2009

Jun
2009

Jul
2009

Aug
2009

CenturyTel**

98.92

99.08

98.54

96.98

94.98

99.04

99.10

99.26

99.28

99.07

99.42

99.60

Verizon

96.77

97.29

94.11

85.69

84.03

98.70

96.66

97.22

97.57

98.07

97.82

96.93

Qwest

98.87

99.25

97.53

92.23

79.02

98.83

98.55

98.75

98.18

98.83

98.98

98.64

EMBARQ

99.47

98.53

98.03

97.78

97.69

98.51

99.72

99.50

98.27

99.55

99.80

Integra

100

99.37

97.03

98.99

78.11

98.05

100

99.10

97.39

97.33

97.28

AT&T

MCImetro

SBC

N.A.

72-hour rule

Company

Sept
2008

Oct
2008

Nov
2008

Dec
2008

Jan
2009

Feb
2009

Mar
2009

Apr
2009

May
2009

Jun
2009

Jul
2009

Aug
2009

CenturyTel**

96.66

98.78

98.48

97.07

96.33

99.12

99.17

99.29

99.11

99.29

98.84

98.85

Verizon

95.47

97.60

94.35

92.35

85.25

98.21

98.36

98.58

97.41

97.85

98.68

Qwest

99.43

99.56

99.23

95.60

83.68

99.27

98.56

98.86

99.43

99.45

99.52

EMBARQ

100

98.47

97.26

98.08

94.12

96.49

98.48

100

98.59

100

Integra

100

98.84

100

98.96

100

98.82

100

98.65

AT&T

MCImetro

SBC

N.A.

* information unavailable and/or filed confidentially
** Information reported incorrectly
N.R. = Not required to file
A.M. = Alternative Measurement

Business office and repair answering system reports (10)
When requested, each company must report compliance with the standard required in WAC 480-120-133. Calls to business and repairs centers must be answered by either a live representative or an automated system during regular business hours, and the criteria is different depending on the type of system a company utilizes:
Automated System: (a) each month, the average answer time must not exceed 30 seconds; (b) option to speak to a live representative within first 60 seconds or transfer to a live representative within 60 seconds; (c) average time until a live representative answers a call must not exceed 60 seconds from the time the caller opts to speak to a live representative.
Non-automated System: Companies that do use an automated system must answer at least 99% of call attempts each month within 30 seconds

The following table represents the number of complaints the Commission received regarding the companies' answer time performance:

Company	Sept 2008	Oct 2008	Nov 2008	Dec 2008	Jan 2009	Feb 2009	Mar 2009	Apr 2009	May 2009	Jun 2009	Jul 2009	Aug 2009
CenturyTel	0	0	0	0	0	0	0	0	0	0	0	0
Verizon	1	1	0	0	0	1	1	0	0	0	0	0
Qwest	0	0	0	0	0	0	0	0	0	0	0	0
EMBARQ	0	0	0	0	0	0	0	0	0	0	0	0
Integra	0	0	0	0	0	0	0	0	0	0	0	0
AT&T	0	0	0	0	0	0	0	0	0	0	0	0
MCImetro	0	0	0	0	0	0	0	0	0	0	0	0
SBC	0	0	0	0	N.A.	N.A.	N.A.	N.A.	N.A.	N.A.	N.A.	N.A.

*"Answer time" was not a valid key word in complaints until April 2007

Service Quality Complaints to the WUTC by Consumers
The number of service quality complaints is compiled from data indicating: network congestion, delayed service, outage complaints and quality-of-service complaints, for both regulated and unregulated services. The percentage is based on the number of complaints per 10,000 access lines.

Company	Sept 2008	Oct 2008	Nov 2008	Dec 2008	Jan 2009	Feb 2009	Mar 2009	Apr 2009	May 2009	Jun 2009	Jul 2009	Aug 2009
CenturyTel*	1	0	2	0	0	0	2	0	1	0	0	1
Percentage	.06	.00	.12	.00	.00	.00	.13	.00	.06	.00	.00	.06
Verizon*	2	1	1	7	11	2	1	0	3	0	3	3
Percentage	.03	.01	.01	.10	.18	.03	.02	.00	.05	.00	.05	.05
Qwest*	1	6	4	10	25	7	6	7	2	2	9	7
Percentage	.01	.03	.02	.05	.15	.04	.04	.04	.01	.01		.04
EMBARQ*	0	1	0	0	1	0	0	0	0	1	0	0
Percentage	.00	.13	.00	.00	.14	.00	.00	.00	.00	.14	.00	.00
Integra**	0	0	0	0	1	0	0	0	0	0	1	1
Percentage	.00	.00	.00	.00	.06	.00	.00	.00	.00	.00	.06	.06
AT&T**	1	0	0	0	0	0	0	0	0	0	0	0
Percentage	.54	.00	.00	.00	.00	.00	.00	.00	.00	.00	.00	.00
MCImetro**	0	1	0	0	0	1	0	0	0	0	0	0
Percentage	.00	.88	.00	.00	.00	1.05	.00	.00	.00	.00	.00	.00
SBC**	0	0	0	0	N.A.	N.A.	N.A.	N.A.	N.A.	N.A.	N.A.	N.A.
Percentage	.00	.00	.00	.00	N.A.	N.A.	N.A.	N.A.	N.A.	N.A.	N.A.	N.A.

* Companies' line counts based on June data of the previous year , beginning January 2007
** Companies' line counts as of each month

For more information, please contact Kristen Russell, 360-664-1281


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