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HomeMy WebLinkAbout20241018Summons.pdf Idaho Public Utilities Commission Brad Little,Governor P.O. Box 83720,Boise, ID 83720-0074 Eric Anderson,President John R.Hammond,Jr.,Commissioner Edward Lodge,Commissioner October 18, 2024 Via Certified Mail Ziply Fiber of Idaho, LLC d/b/a Ziply Fiber 135 Lake St S, Suite 100 Kirkland, WA 98033 Re: IPUC Case No. CTC-T-24-01 Mike Ayers v. Ziply Fiber of Idaho, LLC, d/b/a Ziply Fiber To Whom It May Concern, Enclosed please find a Summons and Formal Complaint issued against Ziply Fiber of Idaho,LLC, d/b/a Ziply Fiber in the above-mentioned case. As directed in the Summons, you are to file a written answer or motion in defense of said Complaint with this Commission within twenty-one (21) days of the service date of the Summons. Sincerely, Woi B s an hez Commission Secretary Enclosure(s) I:\Legal\TELECOM\CTCT2401 Ayers\Sum om_Cv Ltr(CTC2401).docx 11331 W.Chinden Blvd.,Building 8 Suite 201-A,Boise ID 83714 Telephone:(208)334-0300 Facsimile:(208)334-3762 Office of the Secretary Service Date October 18,2024 BEFORE THE IDAHO PUBLIC UTILITIES CONINUSSION MIKE AYERS, ) COMPLAINANT, ) SUMMONS V. ) CASE NO. CTC-T-24-01 ZIPLY FIBER OF IDAHO, LLC, d/b/a ZIPLY ) FIBER, ) RESPONDENT. ) Ziply Fiber of Idaho, LLC d/b/a Ziply Fiber 135 Lake St S, Suite 100 Kirkland,WA 98033 THE STATE OF IDAHO SENDS GREETINGS TO THE ABOVE-NAMED RESPONDENT. YOU ARE HEREBY NOTIFIED that a Complaint has been filed with the Idaho Public Utilities Commission by the above-named Complainant; and YOU ARE HEREBY DIRECTED to file a written answer or written motion in defense of the Complaint within twenty-one(21) days of the service date of this Summons; and YOU ARE HEREBY NOTIFIED that unless you do so within the time herein specified, the Idaho Public Utilities Commission may take such action against you as is prayed for in the Complaint or as it deems appropriate under Title 61 of the Idaho Code. WITNESS my hand and the seal of the Idaho Public Utilities Commission this 18' day of October 2024. a i deal 'y = o Ba c, p;• Commission Secret * % .• t Ziply Fiba of Idaho.LLC dba Ziply Fiber SUMMONS 1 RECEIVED Monday, September 09, 2024 IDAHO PUBLIC UTILITIES COMMISSION FORMAL COMPLAINT CTC-T-24-01 AGAINST ZIPLY FIBER FROM MIKE AYERS 208 842 2288 5140 HWY 14 GRANGEVILL ID. 83530 TO WHOM IT MAY CONCERN I request that all information obtained by your office be included in this Formal COMPLAINT. I had my phone installed in 2013 with FRONTIER. At this time with all taxes it was$44.95 a month now it's $82.00. 1 asked a while back why it cost so much now and was told that it cost a lot to service and maintain the network. If this is the case then why don't they Service and Maintain the network, as they should under the Fiduciary Duity of their Contract. A short time after having my phone hooked up I had to call in my first of many work order to come, for my line not working or to much noise on it, or going up and down. The last work order with FRONTIER before they sold it to ZIply was because I had been down for 31 days. I had started to collect names on a petition for a class action Lawsuit, I had 87 names and more to come. I talked to the vice president of FRONTIER about this and he said to mail him a copy of this to him ,which I did. It was not long after this, that a team was sent in to Elk City to work on my work order. I was told by one of the engineers that they were to do whatever it takes to get me up and working so they won't lose the sell to ZIply. With FRONTIER I had approximately 20 to 30 work orders called in. Both with FRONTIER and ZIply they only come into the area once a week to work on problems, and if they can't get all of the work they leave and come back the next week. Now ZIply is my phone provider and I have had approximately 20 to 30 work order put in and worked on the same way. Zfply took over the responsibilities of maintaining all the phone lines in this area when they bought out ZIply. Some of these work order were taken care of in a One week but many were not for weeks. I talked to one of the technicians who came out, and he said they were told that ZIply did not want to put any money in this area. A couple years ago I had put in several work order s and still had the same problem. ZIply sent in Lane to install a Star Link system so I could have a phone while they tried to fix my work order. It will not work in area because I have a mountain on my north side in the way of the satellite. So I had to have my phone, it took a while to get my phone working somewhat. I was having so much trouble and putting in so many work order that Zlply had a reperzintive named Balinda Smiley to put in my work orders and give credit where needed. Until this last problem where she would not answer or return my calls as asked her to. I started having problems on June 13. 2024 with my line going up and down at all times of the day, sometimes for hours at a time. On July 24.20241 called in a work order to the 800 number. On July 25 I got a call from a ZIply technician one of the times my line was working and he asked if he could wait till the next week to work on my line, because I was the only work order he had for this area. I said that would be OK since I had a line sometimes.Ten minutes after this my line went down . He said he would come by the next week and shak my hand and let me know what was going on. He never did. My work order was never worked on and taking out of system as repaired. I called in another work order this time to Richard Jayo ,this work order was Cleared out of the system as repaired but it was not. I called Richard Jayo to put in another work order which he did. And told me to call the 800 from now on. He said he had done about all he could. I received a text message from ZIply on July 10th saying All set, repairs completed We've completed our work and your ZIply FIBER appointment is complete.Which it was not. I put in another work order because my line was still down. On July 16th I got another text message saying the same thing as the first saying all repairs are done Again not true. I've been told by ZIply employees that they do this to make it look good. I have these text messages on my phone if you need them. I shows they lied about the work on the work orders. I called the 800 number to put in another work order for the same problem and was told I could not put in a work order as my line was being looked at.This made it look like line was working.To cover their backs. At this time I called your office an U.S. Senator Mike Crapo office and asked for their help again as they had helped me the last time with FRONTIER. I've had to drive to Grangeville to make calls and get messages three times a week 34.5 miles each way costing approximately $17 per trip for almost two months. ZIply got my line back up around July 20th because of the work your office and Mike Crapo office did because of the federal law pertaining to 911. They had to bring in Lane,your office knows who he is,who use to cover this area and did go job of it, the only one who cared about the customer. The technicians who now cover this area don't know how to work on this equipment because they have not been trained on it, as I've been told. All of us on this line just want to be able to rely On Our phone to call out incase of an emergency, or to stay in touch as most of us are over 70 years old and need this for many reasons. I would like to fill like a valued customer and not an inconvenience when I have to call in a work order as I did on this problem. Zlply sent your office a letter and not me, saying that if I want the line replaced,which is not what I asked them to do I would have to pay Zlply I made a mistake and don't know how to change it. The date Zlply got my line back up was approximately August 20th 2024 not July 20th 2024.After almost two months down. $2,164,945.59 to replace the line which is theri responsible, and what do I pay.you bill for. They want me to pay for the line so I can pay them a monthly bill for a line I paid for. Don't know about you but this sounds like a He'll Marry to me and just crazy. As Zlply wants to play this game of putting it on the customer I think it's only fair that Zlply be made to replace this line and maintain it has should have been doing all the time. As Zlply FIBER name says I think thatthe new line should FIBER. Zlply should have to honor the Fiduciary Duity in the contract,theytook on when they bought out FRONTIER. I have a new contact at Zlply Rachel Lockhart 1 888 488 0303.4402006 who sent me text message saying Zlply was going to give me credit for my down time. I called her to let her know that I had paid bill all the time my line was down and she would have to credit it any new bills. Have not heard back as usual. Thank You for all your help. Mike Ayers Please call 1 208 842 2288 if you need to contact me. RECEIVED Monday, September 23, 2024 IDAHO PUBLIC UTILITIES COMMISSION From: CTC-T-24-01 To: Monica Barrios-Sanchez Date: Sunday,September 22,2024 10:04:31 AM CAUTION:This email originated outside the State of Idaho network.Verify links and attachments BEFORE you click or open,even if you recognize and/or trust the sender.Contact your agency service desk with any concerns. I was looking over the outline for filling a formal complaint and realize I left off the codes that ZIply is not complying with or violating. Would you please add this to my Formal COMPLAINT. 1.Repair service standards(rule 502) 01.Restoration of service rule 500.02 ZIply only comes in our area once a week on Wednesday,so if I file a work order on Wednesday afternoon they will not come in to fix it till the next Wednesday,not in 48 hours as rule 500.02 says.Sometimes they don't get my work order done on this Wednesday so they leave me down for another week till the next Wednesday. A. When you're down this long I can not call 911 for help as required by Rule 503,which ZIply is violating.