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Local Telephone Company Service Quality Report
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| 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 | Jan 2010 | Feb 2010 | Mar 2010 | Apr 2010 | May 2010 | Jun 2010 | Jul 2010 | Aug 2010 | Sept 2010 | Oct 2010 | Nov 2010 | Dec 2010 |
| CenturyLink | xx | xx | xx | xx | xx | xx | xx | xx | xx | xx | xx | xx |
| Verizon / Frontier | xx | xx | xx | xx | xx | xx | xx | xx | xx | xx | xx | xx |
| Qwest* | xx | xx | xx | xx | xx | xx | xx | xx | xx | xx | xx | xx |
| CenturyLink (Embarq) | xx | xx | xx | xx | xx | xx | xx | xx | xx | xx | xx | xx |
| Integra | x | x | x | x | x | x | x | x | x | x | x | x |
| AT&T | xx | xx | NA | NA | xx | NA | NA | NA | NA | NA | NA | xx |
| MCImetro | xx | xx | xx | xx | xx | xx | NR | NR | NR | NR | NR | NR |
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Integra files data on entire company, including Eschelon (UT-080864), effective 3/13/09, and UT-061443, has been rescinded.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; and is relieved from filing SQ reports, effective with the July 2010 report.
SBC was granted approval of an alternative format in UT-061617, effective April 27, 2007, and 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 | Jan 2010 | Feb 2010 | Mar 2010 | Apr 2010 | May 2010 | Jun 2010 | Jul 2010 | Aug 2010 | Sept 2010 | Oct 2010 | Nov 2010 | Dec 2010 |
| CenturyLink | 100 | 99.15 | 99.38 | 98.96 | 99.84 | 99.44 | 99.69 | 99.39 | 99.71 | 99.62 | 99.91 | 92.62 |
| Verizon / Frontier | 99.12 | 99.63 | 99.20 | 98.28 | 96.93 | 93.18 | 93.52 | 88.14 | 94.34 | 95.92 | 97.94 | 95.22 |
| Qwest** | 98.84 | 99.20 | 99.09 | 99.30 | 99.21 | 98.90 | 98.89 | 98.98 | 98.78 | 99.07 | 99.03 | 98.76 |
| CenturyLink (Embarq) | 99.15 | 98.19 | 98.15 | 98.86 | 99.12 | 98.12 | 98.63 | 99.23 | 98.75 | 97.57 | 97.93 | 98.73 |
| Integra | 95.54 | 94.34 | 95.41 | 94.57 | 94.43 | 93.67 | 94.34 | 95.41 | 94.91 | 93.83 | 91.39 | 95.59 |
| AT&T | * | * | * | * | * | * | * | * | * | * | * | * |
| MCImetro | * | * | * | * | * | * | NR | NR | NR | NR | NR | NR |
90-day rule
Company | Jan 2010 | Feb 2010 | Mar 2010 | Apr 2010 | May 2010 | Jun 2010 | Jul 2010 | Aug 2010 | Sept 2010 | Oct 2010 | Nov 2010 | Dec 2010 |
| CenturyLink | ---- | ---- | 100 | ---- | ---- | 100 | ---- | ---- | 100 | ---- | ---- | 100 |
| Verizon / Frontier | 99.95 | 100 | 99.90 | 99.94 | 99.97 | 99.97 | 99.87 | 100 | 99.91 | 99.97 | 99.97 | 99.93 |
| Qwest** | 100 | 100 | 100 | 100 | 100 | 100 | 100 | 100 | 100 | 100 | 100 | 100 |
| CenturyLink (Embarq) | ---- | ---- | 99.94 | ---- | ---- | 100 | 100 | 100 | 100 | 100 | 100 | 100 |
| Integra | 95.07 | 96.12 | 96.31 | 95.57 | 95.18 | 92.85 | 93.14 | 94.27 | 95.04 | 95.21 | 94.48 | 92.52 |
| AT&T | * | * | * | * | * | * | * | * | * | * | * | * |
| MCImetro | * | * | * | * | * | * | NR | NR | NR | NR | NR | NR |
180-day rule
Company | Jan 2010 | Feb 2010 | Mar 2010 | Apr 2010 | May 2010 | Jun 2010 | Jul 2010 | Aug 2010 | Sept 2010 | Oct 2010 | Nov 2010 | Dec 2010 |
| CenturyLink | ---- | ---- | ---- | ---- | ---- | 100 | ---- | ---- | ---- | ---- | ---- | 100 |
| Verizon / Frontier | 100 | 100 | 100 | 100 | 100 | 100 | 99.93 | 100 | 100 | 100 | 99.97 | 100 |
| Qwest** | ---- | ---- | ---- | ---- | ---- | 99.99 | 100 | 100 | 100 | 100 | 100 | 100 |
| CenturyLink (Embarq) | ---- | ---- | ---- | ---- | ---- | ?? | 100 | 100 | 100 | 100 | 100 | 100 |
| Integra | 96.04 | 95.59 | 97.45 | 96.97 | 96.58 | 94.14 | 93.38 | 93.05 | 93.31 | 93.70 | 94.70 | 94.36 |
| AT&T | * | * | * | * | * | * | * | * | * | * | * | * |
| MCImetro | * | * | * | * | * | * | NR | NR | NR | NR | NR | NR |
** 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 | Jan 2010 | Feb 2010 | Mar 2010 | Apr 2010 | May 2010 | Jun 2010 | Jul 2010 | Aug 2010 | Sept 2010 | Oct 2010 | Nov 2010 | Dec 2010 |
| CenturyLink | ok | ok | ok | ok | ok | ok | ok | ok | ok | ok | ok | curtis (a) |
| Verizon / Frontier | * | * | * | * | * | * | * | * | * | * | * | * |
| Qwest** | ok | ok | ok | ok | ok | ok | ok | ok | ok | ok | ok | ok |
| CenturyLink (Embarq) | ok | ok | ok | ok | ok | ok | ok | ok | ok | ok | ok | ok |
| Integra | ok | ok | ok | ok | ok | ok | ok | ok | ok | ok | ok | ok |
| AT&T | * | * | * | * | * | * | * | * | * | * | * | * |
| MCImetro | * | * | * | * | * | * | NR | NR | NR | NR | NR | NR |
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 | Jan 2010 | Feb 2010 | Mar 2010 | Apr 2010 | May 2010 | Jun 2010 | Jul 2010 | Aug 2010 | Sept 2010 | Oct 2010 | Nov 2010 | Dec 2010 |
| CenturyLink | ok | ok | ok | ok | ok | ok | ok | ok | ok | ok | ok | 99.99 |
| Verizon / Frontier (1) | 99.95 | 99.95 | 99.96 | 99.93 | 99.91 | 99.96 | 99.89 | 99.95 | 99.94 | 99.90 | ? | 99.91 |
| Verizon / Frontier (2) | 99.98 | 99.99 | 99.96 | 99.98 | 99.94 | 99.97 | 99.98 | 99.99 | 99.98 | 99.98 | ? | 99.99 |
| Qwest** | ok | ok | ok | ok | ok | ok | ok | ok | ok | ok | ok | ok |
| CenturyLink (Embarq) | 99.99 | 99.99 | 100 | 100 | 100 | 100 | 99.99 | 100 | 99.99 | 99.99 | 99.99 | 100 |
| Integra | ok | ok | ok | ok | ok | ok | ok | ok | ok | ok | ok | ok |
| AT&T | NR | NR | NR | NR | NR | NR | NR | NR | NR | NR | NR | NR |
| MCImetro | NR | NR | NR | NR | NR | NR | NR | NR | NR | NR | NR | NR |
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 groups 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 | Jan 2010 | Feb 2010 | Mar 2010 | Apr 2010 | May 2010 | Jun 2010 | Jul 2010 | Aug 2010 | Sept 2010 | Oct 2010 | Nov 2010 | Dec 2010 |
| CenturyLink | ok | ok | ok | ok | ok | ok | ok | ok | ok | ok | ok | ok |
| Verizon / Frontier (1) | 98.16 | 98.19 | 99.09 | 99.31 | 98.85 | 98.62 | 98.53 | 98.16 | 98.83 | 99.30 | 97.44 | 98.86 |
| Qwest (1) | 99.73 | 99.73 | 99.46 | 99.73 | 99.73 | 99.73 | 100 | 99.73 | 100 | 100 | 99.73 | 98.90 |
Qwest (2) | 100 | 100 | 99.72 | 100 | 100 | 100 | 100 | 100 | 100 | 100 | 100 | 100 |
Qwest (3) | 100 | 100 | 100 | 100 | 100 | 100 | 100 | 100 | 100 | 100 | 100 | 99.20 |
| CenturyLink (1) | ok | ? | ok | ok | ok | ? | miss | ok | ok | ok | ok | ok |
CenturyLink (2) | ok | ok | ok | ok | ok | ? | ok | ok | ok | ok | ok | ok |
CenturyLink (3) | ok | ok | ok | ok | ok | ? | ok | ok | ok | ok | ok | ok |
| Integra | ok | ok | ok | ok | ok | ok | ok | ok | ok | ok | ok | ok |
| AT&T | NR | NR | NR | NR | NR | NR | NR | NR | NR | NR | NR | NR |
| MCImetro | NR | NR | NR | NR | NR | NR | NR | NR | NR | NR | NR | NR |
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 | Jan 2010 | Feb 2010 | Mar 2010 | Apr 2010 | May 2010 | Jun 2010 | Jul 2010 | Aug 2010 | Sept 2010 | Oct 2010 | Nov 2010 | Dec 2010 |
| CenturyLink | 99.22 | 99.78 | 99.81 | 99.23 | 99.66 | 98.70 | 97.83 | 98.72 | 99.68 | 99.66 | ? | 99.40 |
| Verizon / Frontier | 98.15 | 99.34 | 98.53 | 99.27 | 98.18 | 98.43 | 98.91 | 98.22 | 96.96 | 98.96 | 98.36 | 96.68 |
| Qwest | 91.14 | 98.51 | 99.15 | 98.79 | 98.53 | 97.87 | 97.39 | 95.79 | 95.79 | 93.23 | 87.94 | 83.67 |
| CenturyLink (Embarq) | 99.59 | 100 | 99.44 | 99.01 | 99.05 | 91.83 | 98.56 | 99.71 | 99.77 | 99.33 | 97.96 | 98.65 |
| Integra | 97.06 | 99.65 | 99.38 | 99.12 | 99.13 | 98.53 | 99.63 | 100 | 99.61 | 100 | 97.95 | 98.36 |
| AT&T | * | * | * | * | * | * | * | * | * | * | * | * |
| MCImetro | * | * | * | * | * | * | NR | NR | NR | NR | NR | NR |
72-hour rule
Company | Jan 2010 | Feb 2010 | Mar 2010 | Apr 2010 | May 2010 | Jun 2010 | Jul 2010 | Aug 2010 | Sept 2010 | Oct 2010 | Nov 2010 | Dec 2010 |
| CenturyLink | 99.07 | 98.68 | 99.56 | 98.81 | 99.56 | 99.43 | 97.69 | 98.86 | 99.34 | 99.60 | 97.71 | 98.14 |
| Verizon / Frontier | 98.14 | 99.53 | 99.62 | 99.61 | 98.95 | 99.00 | 99.25 | 99.17 | 98.94 | 99.11 | 99.09 | 97.15 |
| Qwest | 95.22 | 99.41 | 99.66 | 99.20 | 99.57 | 99.10 | 98.33 | 97.73 | 97.75 | 97.46 | 95.91 | 94.12 |
| CenturyLink (Embarq) | 99.32 | 94.62 | 95.79 | 98.46 | 95.00 | 95.92 | 99.07 | 98.26 | 98.46 | 95.74 | 89.15 | 94.70 |
| Integra | 100 | 100 | 100 | 100 | 100 | 98.59 | 100 | 97.73 | 98.89 | 100 | 100 | 99.51 |
| AT&T | * | * | * | * | * | * | * | * | * | * | * | * |
| MCImetro | * | * | * | * | * | * | NR | NR | NR | NR | NR | NR |
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 | Jan 2010 | Feb 2010 | Mar 2010 | Apr 2010 | May 2010 | Jun 2010 | Jul 2010 | Aug 2010 | Sept 2010 | Oct 2010 | Nov 2010 | Dec 2010 |
| CenturyLink | 1 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 1 | 0 |
| Verizon / Frontier | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 |
| Qwest | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 |
| CenturyLink (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 | NR | NR | NR | NR | NR | NR |
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 | Jan 2010 | Feb 2010 | Mar 2010 | Apr 2010 | May 2010 | Jun 2010 | Jul 2010 | Aug 2010 | Sept 2010 | Oct 2010 | Nov 2010 | Dec 2010 |
| CenturyLink | 1 | 0 | 1 | 1 | 1 | 1 | 1 | 1 | 1 | 0 | 4 | 1 |
Percentage | .07 | .00 | .07 | .07 | .08 | .08 | .08 | .08 | .08 | .00 | .31 | .08 |
| Verizon - Frontier | 3 | 1 | 2 | 1 | 2 | 4 | 3 | 4 | 2 | 1 | 4 | 0 |
Percentage | .07 | .02 | .05 | .02 | .05 | .10 | .07 | .10 | .05 | .03 | .10 | 0 |
| Qwest | 5 | 3 | 4 | 5 | 1 | 4 | 4 | 7 | 10 | 5 | 6 | 8 |
Percentage | .04 | .03 | .03 | .04 | .01 | .04 | .04 | .06 | .09 | .05 | .06 | .08 |
| CenturyLink (Eq) | 1 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 |
Percentage | .14 | .00 | .00 | .00 | .00 | .00 | .00 | .00 | .00 | .00 | .00 | .00 |
| Integra | 0 | 1 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 1 | 0 | 0 |
Percentage | .00 | .06 | .00 | .00 | .00 | .00 | .00 | .00 | .00 | .06 | .00 | .00 |
| AT&T | 0 | 1 | 0 | 0 | 0 | 0 | 1 | 0 | 0 | 1 | 0 | 0 |
Percentage | .00 | .91 | .00 | .00 | .00 | .00 | 1.04 | .00 | .00 | 1.13 | .00 | .00 |
| MCImetro | 0 | 0 | 0 | 1 | 0 | 0 | NR | NR | NR | NR | NR | NR |
Percentage | .00 | .00 | .00 | 1.89 | .00 | .00 | NR | NR | NR | NR | NR | NR |
For more information, please contact Kristen Russell, 360-664-1281
