Across California, AT&T customers are receiving notices stating that their traditional landline service will be discontinued and encouraging them to switch to alternative technologies. While these letters may sound definitive, they can be misleading and do not fully reflect AT&T’s ongoing obligation to provide basic telephone service to its California customers upon request. For many households—particularly seniors, rural residents, and those who depend on reliable service for health and safety—and small businesses, these notices create unnecessary confusion and concern about losing a vital connection.
If you or someone you know has received one of these notices, it’s important to know that help is available to keep you connected. The Federal Communications Commission (FCC) has announced how to object to service discontinuance, see here. Additionally, the California Public Utilities Commission (CPUC) oversees these services and accepts consumer complaints. You can learn more or file a complaint by visiting https://www.cpuc.ca.gov/consumer-support/file-a-complaint/filing-a-formal-complaint, or by calling 1-800-649-7570. The CPUC is also considering reform efforts to California’s universal service commitments. To provide public comments, see here.
Updated Wednesday, June 17, with the new link to the complaint form and filing instructions. The Commission posted the new complaint form and filing instructions on the Commission’s website on June 17th.
There is one form to file for all complaints, regardless of whether a person is filing a regular complaint or an expedited complaint. The new complaint form has fillable fields and can be electronically signed. Complainants will be served all documents electronically as a default and must now opt into hard copy delivery of documents.
Please direct your inquiries regarding use of the new complaint form to the Public Advisors Office at public.advisor@cpuc.ca.gov or call them toll-free at 1-866-849-8390.