WEBVTT 00:00:04.698 --> 00:00:07.288 The feed for this streaming event brought to you by 00:00:07.299 --> 00:00:10.710 adminmonitor.com will begin momentarily. Thank 00:00:10.720 --> 00:00:19.649 you for your patience. 00:00:19.649 --> 00:00:22.679 Public Participation Hearing where we will share information, 00:00:22.690 --> 00:00:25.600 and take public input on the California Public Utilities 00:00:25.609 --> 00:00:28.809 Commissions rulemaking on telecommunications service 00:00:28.818 --> 00:00:33.079 quality. Your Honor, you may begin. 00:00:33.079 --> 00:00:36.700 Thank you very much. Uh, could our court reporters please 00:00:36.709 --> 00:00:42.158 confirm that you can hear me and are ready? Yes Judge 00:00:42.168 --> 00:00:46.139 ready, thank you. 00:00:46.139 --> 00:00:49.728 And Ms. Sung could we do a mic test for you, one 00:00:49.740 --> 00:00:55.529 time? Yes, can you hear me? Yes, we can. Thank you. 00:00:58.118 --> 00:01:00.990 So with that, we will be on the record. The Commission 00:01:01.000 --> 00:01:04.370 will come to order. Good evening everyone. This is 00:01:04.379 --> 00:01:09.480 the time and place for a Public Participation Hearing. 00:01:09.489 --> 00:01:15.000 On the California Public Utilities Commissions Telecommunications 00:01:15.010 --> 00:01:19.209 Service Quality Proceeding. This is Rulemaking 22 00:01:19.290 --> 00:01:26.129 -03-016. I'm Thomas Glegola, the assigned Administrative 00:01:26.138 --> 00:01:30.489 Law Judge for this Proceeding. The Honorable Darcie 00:01:30.500 --> 00:01:33.409 Houck is the assigned Commissioner for this Proceeding. 00:01:34.278 --> 00:01:37.829 To those listening in on the phone that wish to speak. 00:01:37.838 --> 00:01:41.400 Please press *1 on the phone to be placed in 00:01:41.409 --> 00:01:44.689 line. After pressing *1, you'll be prompted for 00:01:44.698 --> 00:01:48.388 your name. Please add if you are an elected official. 00:01:50.260 --> 00:01:53.760 If you are not in line right now, please know that 00:01:54.079 --> 00:01:57.909 uh, you may decide at any time before we end this forum 00:01:57.918 --> 00:02:02.290 to speak. Simply by pressing *1. 00:02:02.290 --> 00:02:05.540 The purpose of today's Hearing is to hear directly 00:02:05.549 --> 00:02:09.750 from the public about their phone service. This includes 00:02:09.758 --> 00:02:14.889 what many refer to as plain old telephone service, 00:02:14.949 --> 00:02:20.199 also called POTS. As well as newer phone service delivered 00:02:20.210 --> 00:02:24.080 using voice over the internet protocol, also called 00:02:24.088 --> 00:02:29.308 VoIP, and also cell phone service. We especially want 00:02:29.319 --> 00:02:33.159 to hear about service outages you've encountered. As 00:02:33.169 --> 00:02:36.788 well as any lengthy service delays. when you submit 00:02:36.800 --> 00:02:41.300 customer service tickets to your phone provider. If 00:02:41.308 --> 00:02:44.288 you have a billing question, please go to the following 00:02:44.300 --> 00:02:49.770 website: www.cpuc.ca 00:02:49.778 --> 00:02:54.949 .gov/pph You will find more 00:02:54.960 --> 00:02:58.288 information there on this Proceeding, as well as phone 00:02:58.300 --> 00:03:01.649 numbers to reach a customer service representative 00:03:01.659 --> 00:03:06.129 for your company at this time. The Public Utilities 00:03:06.139 --> 00:03:10.008 Commission currently regulates service quality standards 00:03:10.020 --> 00:03:13.349 for plain old telephone service. These standards are 00:03:13.360 --> 00:03:17.639 contained in General Order 133, which you can find 00:03:17.649 --> 00:03:21.879 on the Commission's website. Due to changes in our jurisdiction, 00:03:22.118 --> 00:03:25.849 as well as a petition from the Commission's Public 00:03:25.860 --> 00:03:29.788 Advocates Office. The Commission is reviewing the 00:03:29.800 --> 00:03:33.229 service quality standards for plain old telephone service, 00:03:33.240 --> 00:03:36.349 and also is considering adopting new rules for other 00:03:36.360 --> 00:03:39.788 phone services. In Phase 2 of this Proceeding, the 00:03:39.800 --> 00:03:43.399 Commission will consider service quality for internet 00:03:43.409 --> 00:03:47.000 service. More information is available on the Commission's 00:03:47.008 --> 00:03:52.179 website at www.cpuc. 00:03:52.189 --> 00:03:56.939 ca.gov/pph This includes summaries 00:03:56.949 --> 00:04:00.199 of the positions of the telecommunications service 00:04:00.210 --> 00:04:04.479 providers in California. As well as organizations representing 00:04:04.490 --> 00:04:06.939 consumers. 00:04:06.939 --> 00:04:09.679 The Public Utilities Commission has 5 Commissioners 00:04:09.689 --> 00:04:13.429 who are appointed by the Governor and confirmed by 00:04:13.439 --> 00:04:17.970 the State Senate, including Commissioner Houck. My responsibility 00:04:17.980 --> 00:04:21.069 is to manage the day-to-day activities of the case. 00:04:21.309 --> 00:04:24.689 And to help Commissioner Houck evaluate all of the evidence 00:04:24.699 --> 00:04:27.750 in the Proceeding, including your input. Commissioner 00:04:27.759 --> 00:04:31.769 Houck will issue a Proposed Decision for the other Commissioners 00:04:31.778 --> 00:04:35.000 to consider. The 5 Commissioners are ultimately 00:04:35.009 --> 00:04:37.988 the ones who will decide and vote on whether or not 00:04:38.199 --> 00:04:43.548 to approve any proposed changes to existing rules 00:04:43.559 --> 00:04:47.678 or new rules. Each piece of information on which we 00:04:47.689 --> 00:04:50.910 base, our decision is listed and available for you 00:04:50.920 --> 00:04:54.899 to review on a Commission page we call the docket 00:04:54.910 --> 00:04:58.720 card. Your comments today will also be listed and published 00:04:58.730 --> 00:05:01.420 on the docket card. Because our court reporters are 00:05:01.428 --> 00:05:04.579 transcribing today's Hearing. Taking down everything 00:05:04.588 --> 00:05:06.798 that is said. 00:05:06.798 --> 00:05:09.439 I thank you for spending your time with us today to 00:05:09.449 --> 00:05:13.829 share your experiences as customers, your perspectives 00:05:13.838 --> 00:05:17.790 or perhaps just to listen. Please know I will be paying 00:05:17.798 --> 00:05:22.000 close attention to what you say. We've received significant 00:05:22.278 --> 00:05:26.720 interest in this Proceeding, which means you may have 00:05:26.730 --> 00:05:30.798 to wait before speaking. So I also thank you for your 00:05:30.809 --> 00:05:33.048 patience. 00:05:33.048 --> 00:05:36.619 Today is not your only opportunity to tell us how this 00:05:36.629 --> 00:05:40.160 Proceeding will affect you. Throughout the Proceeding, 00:05:40.170 --> 00:05:44.428 we accept written public comments through a form on 00:05:44.439 --> 00:05:48.329 our website. The comments section of the docket card. 00:05:48.660 --> 00:05:52.410 To access the docket card, go to the Commission's website, 00:05:52.750 --> 00:05:56.678 www.cpuc.ca. 00:05:56.689 --> 00:06:02.000 gov/pph As of today, we have received over 00:06:02.009 --> 00:06:06.088 3000 written public comments. 00:06:06.088 --> 00:06:09.910 This forum is being conducted remotely, because we have 00:06:09.920 --> 00:06:14.000 found remote hearings to be a very convenient and effective 00:06:14.009 --> 00:06:17.519 way for us to engage with members of the public. Especially 00:06:17.528 --> 00:06:22.108 on issues like this that affect all parts of the State. 00:06:22.569 --> 00:06:25.608 Again, we are very appreciative that you have joined 00:06:25.619 --> 00:06:30.480 us today. Now, we will hear from a member of Commissioner 00:06:30.619 --> 00:06:35.170 Houck's office. Ms. Sung, the floor is yours. 00:06:35.170 --> 00:06:38.920 Good evening. My name is Karen Sung. I am the Chief of 00:06:38.928 --> 00:06:41.439 Staff and Legal Advisor to Commissioner Darcie Houck. 00:06:41.588 --> 00:06:44.108 Who is the assigned Commissioner for the service quality 00:06:44.119 --> 00:06:47.678 Proceedings. I am here this evening to make the following 00:06:47.689 --> 00:06:50.970 statement on the Commissioner's behalf. I'd like to 00:06:50.980 --> 00:06:54.209 thank Judge Glegola and the Public Advisors Office for 00:06:54.220 --> 00:06:57.889 hosting our event tonight. Especially Joyce Kwok, Alison 00:06:57.899 --> 00:07:03.988 Brown, Anne Kim, Mona Dzvova and Claudia Sanchez. I would 00:07:04.000 --> 00:07:07.209 also like to thank our court reporters, Carly Powers 00:07:07.220 --> 00:07:10.970 and Shannon Ross Winters. And our IT Staff, Robert 00:07:10.980 --> 00:07:14.579 Stanford, Jacob Willman and Joseph Haga. Who could, 00:07:14.588 --> 00:07:17.519 we could not hold these hearings without their support. 00:07:18.649 --> 00:07:20.850 Commissioner Houck would like to thank you all for 00:07:20.858 --> 00:07:23.399 taking the time to provide your comments on this important 00:07:23.410 --> 00:07:26.459 matter. She appreciates the opportunity to hear from 00:07:26.470 --> 00:07:29.600 you, the public. Before making any decisions in Phase 00:07:29.608 --> 00:07:32.939 1 of this Proceeding. This Proceeding will evaluate 00:07:32.949 --> 00:07:35.579 our current service quality standards set by General 00:07:35.588 --> 00:07:39.678 Order 133D. And will set new service quality standards 00:07:39.689 --> 00:07:43.278 for communications providers, as appropriate. Including 00:07:43.290 --> 00:07:47.809 examining wireless and voice over IP services. In Phase 00:07:47.819 --> 00:07:50.899 2 of this Proceeding, we will consider service quality 00:07:50.910 --> 00:07:54.670 standards for internet service. As of yesterday, we 00:07:54.678 --> 00:07:58.949 have received over 3,330 public comments in the Proceeding 00:07:58.959 --> 00:08:03.899 docket. We have also had over 300 people provide public 00:08:03.910 --> 00:08:06.540 comments in the last 3 prior PPH's held in 00:08:06.548 --> 00:08:10.230 this Proceeding. Given the conditions of modern life, 00:08:10.238 --> 00:08:13.088 it is critically important that customers receive reliable 00:08:13.100 --> 00:08:16.358 telecommunication services. Which includes plain old 00:08:16.369 --> 00:08:20.269 telephone service or what is referred to in the industry 00:08:20.278 --> 00:08:26.250 as POTS, wireless, voice and broadband. Communication 00:08:26.259 --> 00:08:29.040 services are essential services. As more and more 00:08:29.048 --> 00:08:31.970 Californians are relying on these, these technologies 00:08:31.980 --> 00:08:36.969 for work, school, medical services, to, to stay connected 00:08:37.099 --> 00:08:41.330 and to contact emergency services. The purpose of tonight's 00:08:41.340 --> 00:08:43.899 Hearing is to hear from you about the quality of the 00:08:43.908 --> 00:08:47.200 services you are receiving from your providers. Although 00:08:47.210 --> 00:08:49.928 Commissioner Houck could not be here this evening. She 00:08:49.940 --> 00:08:52.599 will review the transcript for today's Hearing, and 00:08:52.609 --> 00:08:56.428 confer with Judge Glegola, and CPUC Communications Staff. 00:08:56.440 --> 00:08:59.769 Regarding the comments received today, prior to a Proposed 00:08:59.779 --> 00:09:02.788 Decision being issued in this Proceeding. Thank you, 00:09:02.798 --> 00:09:08.080 and I'll turn it over to Judge Glegola. 00:09:08.080 --> 00:09:12.109 Thank you, Ms. Sung. We now turn to the public. If you 00:09:12.119 --> 00:09:14.759 want to speak and have not already done. Please 00:09:14.769 --> 00:09:18.418 press *1 on your phone now and the operator will 00:09:18.428 --> 00:09:22.668 add you to our queue of speakers. You may decide at 00:09:22.678 --> 00:09:26.298 any time before we end the forum to speak, simply by 00:09:26.308 --> 00:09:30.479 pressing *1. If you do speak, please remember 00:09:30.489 --> 00:09:34.840 to speak slowly and clearly. So that our court reporter 00:09:34.849 --> 00:09:38.538 is able to capture everything you say. We ask that 00:09:38.548 --> 00:09:41.658 you state and spell your name. And if you'd like the 00:09:41.668 --> 00:09:45.500 city you are calling from. To help ensure we hear from 00:09:45.509 --> 00:09:48.808 everyone, each speaker will have a time limit of 1 00:09:48.820 --> 00:09:53.250 minute and 30 seconds. A chime will sound when you 00:09:53.259 --> 00:09:57.719 have 15 seconds left and when you are at time. So please 00:09:57.729 --> 00:10:02.279 wrap up shortly after the chime. Um, I sincerely apologize 00:10:02.288 --> 00:10:05.570 for this abrupt deadline. I hope you understand the 00:10:05.580 --> 00:10:08.849 reason is to hear from as many people as possible. At 00:10:08.859 --> 00:10:11.928 previous Public Participation Hearings for this Proceeding. 00:10:11.940 --> 00:10:15.849 We've had as many as 300 callers and I very much want 00:10:15.859 --> 00:10:20.288 to hear from everyone. Also, if you are disconnected 00:10:20.298 --> 00:10:22.750 from your phone before I am able to thank you. Please 00:10:22.759 --> 00:10:25.928 know just how much I, Commissioner Houck, and everyone here. 00:10:25.940 --> 00:10:28.928 Appreciate you taking the time today to share your 00:10:28.940 --> 00:10:32.149 experiences as telecommunications customers with us. 00:10:32.719 --> 00:10:35.950 Again, we will be able to hear you best if you speak 00:10:35.960 --> 00:10:39.359 slowly and clearly, and speak directly into your phone 00:10:39.369 --> 00:10:43.229 or headset. It is best not to use a speakerphone. 00:10:43.808 --> 00:10:46.830 Also, if you are listening to this Hearing, using our 00:10:46.840 --> 00:10:50.479 live video feed. Please remember to mute your speakers 00:10:50.489 --> 00:10:54.349 for that feed, when you are talking on the telephone. 00:10:55.408 --> 00:10:57.570 With that Operator, could you please proceed to the 00:10:57.580 --> 00:11:00.889 first speaker in our queue? Thank you. The public comment 00:11:00.899 --> 00:11:03.899 line is now open. Our first speaker is Michael Sabellico, 00:11:04.500 --> 00:11:09.279 your line is open. 00:11:09.279 --> 00:11:13.009 Hello. Uh, my name is Mike Sabellico. My last name is spelled 00:11:13.019 --> 00:11:16.918 S. A. B. E. L. L. I. C. O. I wanted to quickly 00:11:16.928 --> 00:11:20.250 comment on how important these services are for Veterans. 00:11:20.259 --> 00:11:23.418 In need of business and contracting opportunities, and 00:11:23.428 --> 00:11:26.940 how they can access these valuable opportunities in 00:11:26.950 --> 00:11:30.340 real time. Vets and their families need access to vital 00:11:30.349 --> 00:11:33.349 medical and health information. From their doctors or 00:11:33.359 --> 00:11:37.070 veterans home or CalVet restricting that can be a problem. 00:11:37.509 --> 00:11:41.399 The rollout of the 988 hotline has also greatly improved 00:11:41.408 --> 00:11:43.918 the ability of Veterans to connect with mental health 00:11:43.928 --> 00:11:47.109 professionals. Saving lives and improving well being. 00:11:47.489 --> 00:11:50.308 Lastly, digital and mobile services have allowed Servicemen 00:11:50.320 --> 00:11:53.279 and women to communicate with their families. While 00:11:53.288 --> 00:11:56.320 serving our nation overseas or even at training in 00:11:56.330 --> 00:12:00.320 a, in a local duty station. When they don't have the 00:12:00.330 --> 00:12:03.558 ability to be with them. This connects our brave Servicemen 00:12:03.570 --> 00:12:05.649 and women with their loved ones, in times when they 00:12:05.658 --> 00:12:11.288 need it most. Thank you for your time. 00:12:11.288 --> 00:12:14.219 Thank you so much for calling in and sharing that feedback. 00:12:14.229 --> 00:12:17.009 Could we have our next commenter, please? Our next 00:12:17.019 --> 00:12:20.428 public comment comes from Terry Mansch, your line is open. 00:12:21.788 --> 00:12:24.940 Good evening, Your Honor. Uh, my name is Perry Mansch. 00:12:25.450 --> 00:12:29.330 M. A. N. S. C. H. I live in Cameron Park, California. I 00:12:29.340 --> 00:12:32.928 am a high school teacher and a mock trial coach. And, 00:12:32.940 --> 00:12:35.729 I am a proud special ops operator for the United States 00:12:35.739 --> 00:12:39.658 Air Force. As a teacher, we need these mobile services 00:12:39.668 --> 00:12:42.379 to continue to innovate and improve in the classroom. 00:12:42.389 --> 00:12:45.330 Without being hindered by any kind of utility rules. 00:12:45.340 --> 00:12:47.798 To ensure these life saving technologies. Resources 00:12:47.808 --> 00:12:50.668 are available in times that I, and I realize this that 00:12:50.678 --> 00:12:55.418 at school. Recent uh, stuff that um public schools. 00:12:55.428 --> 00:12:58.200 In fact, recent events across the nation including 00:12:58.210 --> 00:13:01.710 today in Atlanta. Have demonstrated how impactful these 00:13:01.719 --> 00:13:04.639 ever evolving technologies have been. In providing data 00:13:05.058 --> 00:13:08.158 locations to local police and first responders, and 00:13:08.168 --> 00:13:11.779 even within the networks at the school itself. Cellphones 00:13:11.788 --> 00:13:15.119 and upgraded network connections have saved lives. And 00:13:15.129 --> 00:13:17.719 we see the benefits and improvements to these technologies 00:13:17.750 --> 00:13:19.830 in the classroom. And I use it all the time over the 00:13:19.840 --> 00:13:22.869 past decade. But have increased safety and response 00:13:22.879 --> 00:13:27.519 times and I appreciate your time. Thank you. 00:13:27.519 --> 00:13:29.489 Thank you so much for calling in and also thank you 00:13:29.500 --> 00:13:33.700 for your service. Can we have our next commenter, please? 00:13:34.190 --> 00:13:37.090 Our next public comment comes from Jim, Jim Taylor. 00:13:37.099 --> 00:13:39.769 Your line is open. 00:13:39.769 --> 00:13:43.070 Hi, good evening. This is Tim Taylor, T. A. Y. L. O. 00:13:43.080 --> 00:13:46.599 R. In Sacramento on behalf of NFIB, the National 00:13:46.609 --> 00:13:50.038 Federation of Independent Business. Uh businesses, both 00:13:50.048 --> 00:13:52.690 large and small rely on emerging platforms such as 00:13:52.700 --> 00:13:56.090 apps. That connect customers to businesses via wireless 00:13:56.099 --> 00:14:00.200 technologies without access to reliable wireless connectivity. 00:14:00.210 --> 00:14:03.109 Businesses that are already vulnerable to a number 00:14:03.119 --> 00:14:06.609 of market influences can become even more vulnerable. 00:14:06.619 --> 00:14:09.719 Consumers who do business with our members are also 00:14:09.729 --> 00:14:13.369 increasingly reliant on online services. NFIB does 00:14:13.379 --> 00:14:16.359 not believe that innovation stems from top down regulatory 00:14:16.369 --> 00:14:19.599 type environment. But rather from market driven forces 00:14:19.609 --> 00:14:21.769 which are critical to ongoing wireless connectivity 00:14:21.779 --> 00:14:25.139 success, for both businesses and consumers. Thank you 00:14:25.149 --> 00:14:28.178 very much. 00:14:28.178 --> 00:14:30.219 Thank you for calling in and sharing. Can we have 00:14:30.229 --> 00:14:33.219 our next commenter, please? Our next public comment 00:14:33.229 --> 00:14:40.690 comes from Tyler Dimino. Your line is open. 00:14:40.690 --> 00:14:43.529 My name is Tyler Dimino from Carmichael, California. 00:14:44.229 --> 00:14:47.479 And I'm a student at Sacramento City College. Wireless 00:14:47.489 --> 00:14:50.590 services have played and will continue to play a vital 00:14:50.599 --> 00:14:54.129 role in my education. These services have gone way 00:14:54.139 --> 00:14:57.019 better and are more reliable than when I was younger 00:14:57.048 --> 00:15:00.599 and even when I was in high school. Connectivity is 00:15:00.609 --> 00:15:03.399 improving because of innovation, not because it is 00:15:03.408 --> 00:15:06.820 regulated. It allows me the ability to communicate 00:15:06.830 --> 00:15:10.080 with other students and study groups, access important 00:15:10.090 --> 00:15:13.308 information for research and helps me stay connected. 00:15:13.320 --> 00:15:16.109 Thank you. 00:15:16.109 --> 00:15:18.259 Thank you for calling in to share. Could we have our 00:15:18.269 --> 00:15:21.729 next commenter, please? Our next public comment comes 00:15:21.739 --> 00:15:26.820 from Agen Hagen. Your line is open. 00:15:26.820 --> 00:15:30.969 Hi, my name is Payton Hagen. P. A. Y. T. O. N. 00:15:30.979 --> 00:15:34.629 H. A. G. E. N. I'm a student at American River College. 00:15:35.489 --> 00:15:38.830 Uh, wireless services have played and will continue 00:15:38.840 --> 00:15:41.808 to play a vital role in my education. Connectivity is 00:15:41.820 --> 00:15:44.570 improving because of innovation, not because it is 00:15:44.580 --> 00:15:48.158 regulated. It allows me the ability to communicate 00:15:48.168 --> 00:15:50.729 with other students and study groups, access important 00:15:50.739 --> 00:15:53.359 information for research and helps me stay connected. 00:15:54.440 --> 00:15:58.330 These services have gotten way better and more reliable 00:15:58.340 --> 00:16:00.908 than when I was younger, and even when I was in high 00:16:00.918 --> 00:16:04.210 school. Thank you. 00:16:04.210 --> 00:16:07.109 Thank you for calling in today. Could we please 00:16:07.119 --> 00:16:10.119 have our next commenter. Our next public comment comes 00:16:10.129 --> 00:16:14.349 from Maryanne Marino. Your line is open. 00:16:14.349 --> 00:16:20.099 Hello, my name is Maryanne Marino. Spelled M. A. R. I. N. 00:16:20.109 --> 00:16:23.649 O. I'm a 2nd-generation family business owner in 00:16:23.658 --> 00:16:28.178 the Los Angeles area. Next generation technology empowers 00:16:28.190 --> 00:16:32.859 me to operate and evolve my family's legacy. One change 00:16:32.869 --> 00:16:36.729 we made was migrating to VoIP, the voice over internet 00:16:36.739 --> 00:16:40.519 protocol. It is much more cost effective for us. It's 00:16:40.529 --> 00:16:44.210 very stable and does not drop out. Our phone bills 00:16:44.219 --> 00:16:48.519 went from $700 a month to a little over $200 a month, 00:16:48.529 --> 00:16:52.558 with internet service. We also like the way 5G 00:16:52.570 --> 00:16:56.408 works for us. We have an ecommerce platform that allows 00:16:56.418 --> 00:16:58.940 our customers to buy our products from our website. 00:16:59.219 --> 00:17:02.639 We like 5G because it's all about speed. While our 00:17:02.649 --> 00:17:06.519 customers are shopping, 5G allows delivery providers 00:17:06.529 --> 00:17:10.180 to bid on picking up the order in real time and delivering 00:17:10.189 --> 00:17:14.180 it to the customer. AI through its algorithms selects 00:17:14.189 --> 00:17:18.390 the best provider seamlessly. We like the way 00:17:18.400 --> 00:17:20.930 5G works now, we're very happy with it. We make the 00:17:20.939 --> 00:17:23.390 choices for the technology we want to use. It should 00:17:23.400 --> 00:17:28.618 never be regulated. Thank you. 00:17:28.618 --> 00:17:30.779 Thank you for calling in today. Can we have our next 00:17:30.789 --> 00:17:33.719 commenter, please? Our next public comment comes from 00:17:33.729 --> 00:17:38.098 Alan Nalbandian. Your line is open. 00:17:38.098 --> 00:17:43.650 Good evening. My name is Alan Nalbandian, N. A. L. B. A. 00:17:43.660 --> 00:17:49.299 N. D. I. A. N. And I'm a radiologist in the San Diego area. 00:17:49.650 --> 00:17:52.328 What is unique about my practice is that a significant 00:17:52.338 --> 00:17:57.430 portion of what we do is through teleradiology. This 00:17:57.439 --> 00:18:01.630 allows us to review x-rays, MRIs and other imaging 00:18:01.640 --> 00:18:05.689 data. And communicate the results with other physicians, 00:18:06.029 --> 00:18:10.180 clinics and hospitals in real time. We need access 00:18:10.189 --> 00:18:14.029 to these types of telecommunication innovations without 00:18:14.328 --> 00:18:18.420 utility style regulations. So we can report on individuals 00:18:18.430 --> 00:18:22.920 findings health and well-being. Quickly and in an effective 00:18:22.930 --> 00:18:26.930 manner. These continued innovations on networks have 00:18:26.939 --> 00:18:29.650 been improving the quality of communication services 00:18:29.920 --> 00:18:37.699 through innovation and not regulation. Thank you. 00:18:37.699 --> 00:18:39.989 Thank you for calling in. Can we have our next commenter, 00:18:40.000 --> 00:18:42.930 please? Our next public comment comes from Ken Knecht. 00:18:43.338 --> 00:18:47.640 Your line is open. Hi, my name is Ken Knecht. Last name, 00:18:47.650 --> 00:18:51.598 is K. N. E. C. H. T. I'm based in Folsom, California 00:18:51.799 --> 00:18:54.479 and I run a digital business there. Where staying connected 00:18:54.489 --> 00:18:56.969 is crucial to the work that I do. So, thankfully 00:18:56.979 --> 00:18:59.598 with the advent of the next generation communication technology. 00:18:59.608 --> 00:19:02.529 I've been able to constantly rely on reliable connectivity. 00:19:02.910 --> 00:19:05.219 And it's allowed my business to thrive throughout continued 00:19:05.229 --> 00:19:09.608 innovation. The improved quality of communication services 00:19:09.618 --> 00:19:11.660 has been great and the improvement has come from innovation 00:19:11.670 --> 00:19:14.529 rather than regulation. Over the past decade, I've seen 00:19:14.539 --> 00:19:16.670 a remarkable difference in my ability to stay connected 00:19:16.680 --> 00:19:19.618 with my clients, employees and vendors. Thank you. 00:19:22.650 --> 00:19:24.328 Thank you for calling in. Could we please have 00:19:24.338 --> 00:19:27.289 our next commenter? Our next public comment comes from 00:19:27.299 --> 00:19:32.259 Nancy Noel. Your line is open. Hi, I'm Nancy Noel. 00:19:32.269 --> 00:19:36.630 N. O. E. L. Um I live in, (inaudible) 00:19:36.630 --> 00:19:39.009 (inaudible) 00:19:39.009 --> 00:19:43.430 (inaudible) 00:19:43.430 --> 00:19:46.949 I'm sorry ma'am, you're breaking up. 00:19:46.949 --> 00:19:50.500 Well, I'm breaking up because I have such a bad phone 00:19:50.539 --> 00:19:55.680 connection. Ah, here we go. I have sympathy 00:19:55.689 --> 00:19:59.509 for people who need for their 5G for their business. I understand 00:19:59.660 --> 00:20:03.578 all that. All I want is a working telephone. 00:20:03.578 --> 00:20:09.549 The landline we have not had since January 1st. (inaudible) 00:20:09.549 --> 00:20:14.078 or unwilling to do anything about it. And it's a matter 00:20:14.088 --> 00:20:16.838 of health and safety. When the storms take out our 00:20:17.588 --> 00:20:22.430 road, we are totally isolated. What power does the CPUC 00:20:22.430 --> 00:20:27.588 actually have? To make these companies do what they supposed to be doing. 00:20:28.358 --> 00:20:30.709 That's my frustration. 00:20:30.709 --> 00:20:34.939 You can listen to us, you can talk about Rule 133D. You 00:20:34.959 --> 00:20:41.338 can say how appreciative you are for us calling. But we want this problem fixed. 00:20:41.338 --> 00:20:46.910 We need phone service. Thank you. 00:20:46.910 --> 00:20:49.239 Thank you for calling in and sharing your experience. 00:20:52.068 --> 00:20:55.170 We have our next caller, please. Our next public comment 00:20:55.180 --> 00:20:59.189 comes from David Klausner. Your line is open. Thank 00:20:59.199 --> 00:21:03.598 you. I'm David Klausner, K. L. A. U. S. N. E. R. I've been 00:21:03.608 --> 00:21:08.068 a computer expert for almost 55 years. And my phone 00:21:08.078 --> 00:21:13.519 number is being shared by AT&T with complete strangers. 00:21:13.529 --> 00:21:18.118 In both texts, to create a group text. And with phone 00:21:18.130 --> 00:21:21.439 calls where I end up the third party on the phone call. 00:21:21.818 --> 00:21:25.358 I've called 16 times over the last year and a half 00:21:25.410 --> 00:21:29.539 to try to correct this with AT&T. And it has something 00:21:29.549 --> 00:21:32.118 to do with the switching system. But I can never get 00:21:32.130 --> 00:21:35.400 through the service at AT&T to actually talk to a really 00:21:35.410 --> 00:21:39.789 technical person. With whom I can communicate reasonably 00:21:39.838 --> 00:21:43.068 and hopefully solve the problem. I'm very upset with 00:21:43.078 --> 00:21:47.469 the service that I get from the support number of AT&T 00:21:47.818 --> 00:21:51.880 on a variety of different occasions. I hope this gets, 00:21:51.890 --> 00:21:56.289 cleared up. Thank you very much. Sir, before you hang 00:21:56.299 --> 00:22:01.019 up. I just, if I could make a suggestion. If you are 00:22:01.029 --> 00:22:05.410 able to go to our website and it's www. 00:22:05.420 --> 00:22:09.009 cpuc.ca.gov/pph 00:22:09.019 --> 00:22:13.150 You will uh, you should be able to get a customer 00:22:13.160 --> 00:22:16.239 representative at AT&T. We should have a phone number 00:22:16.250 --> 00:22:19.279 there for you to call. And they're, they should be available 00:22:19.289 --> 00:22:23.039 like now. What are the last three characters on that? 00:22:23.769 --> 00:22:28.289 I'm sorry. Uh, uh pph. PPH, okay. I, 00:22:28.299 --> 00:22:32.588 I'm just sick of, I'm sick of being shown photographs 00:22:32.598 --> 00:22:36.098 of naked people that I don't know. Being, having my 00:22:36.108 --> 00:22:38.769 life threatened by others, asking me who I am and I'm 00:22:38.779 --> 00:22:41.439 hacking their phone. This is a dangerous situation. 00:22:41.699 --> 00:22:43.920 I've intended to call the police, but I thought maybe 00:22:43.930 --> 00:22:46.689 this would be better right now. 00:22:46.689 --> 00:22:49.180 I'm, I'm hoping that they can help fix this problem 00:22:49.189 --> 00:22:54.078 for you. Thank you att.com/pph. No, 00:22:54.088 --> 00:22:58.259 I'm sorry. It's www.cpuc. 00:22:58.269 --> 00:23:03.239 ca.gov/pph Thank you. Thank you 00:23:03.250 --> 00:23:07.650 very much. Okay, thank you. Cheers. Bye, bye. So our next 00:23:07.660 --> 00:23:10.680 uh, can we have our next commenter, please? Our next 00:23:10.689 --> 00:23:13.459 public comment comes from Maxim Martino. Your line 00:23:13.469 --> 00:23:15.959 is open. 00:23:15.959 --> 00:23:21.680 Hello, my name is Maxim Martino. I live in Los Gardas, 00:23:22.049 --> 00:23:26.029 California. That's um Silicon Valley, uh Southside. 00:23:26.459 --> 00:23:30.729 Um we live in the urban setting, not in the woods. 00:23:31.068 --> 00:23:35.608 Um, just really close to a school, close to the stores 00:23:35.618 --> 00:23:40.009 within walking distance. Our phone provider is AT&T, 00:23:40.459 --> 00:23:44.380 our phone signal nearly non-existent in the area where 00:23:44.390 --> 00:23:48.029 we live. I currently calling you through the Wi-Fi, 00:23:48.039 --> 00:23:52.170 calling through my internet connection. When the electricity 00:23:52.180 --> 00:23:56.029 is down, which sometimes happens during heavy rains. 00:23:56.039 --> 00:23:59.630 We'll leave, we are left without any phone service. 00:23:59.640 --> 00:24:03.838 We see barely, barely any signal. We cannot make any 00:24:03.848 --> 00:24:08.660 calls. Uh it's, it's been going on for as long as we 00:24:08.670 --> 00:24:13.368 leave here, which is since 2018. Um, I would like 00:24:13.380 --> 00:24:16.949 something to be done to this because this is very inconvenient. 00:24:16.959 --> 00:24:18.959 It's not like we'll live in the middle of the woods. 00:24:18.969 --> 00:24:22.598 We live in the middle of the town, of the city. And, 00:24:22.608 --> 00:24:26.439 and we don't, we don't have any reliable cell connection 00:24:26.469 --> 00:24:30.818 at all. Oh, thank you. 00:24:30.818 --> 00:24:33.039 Thank you for calling in to share your experience. 00:24:33.049 --> 00:24:36.150 Can we have our next commenter, please? Our next public 00:24:36.160 --> 00:24:39.219 comment comes from Mashae. Can you provide us with your last 00:24:39.229 --> 00:24:43.719 name, please? 00:24:43.719 --> 00:24:49.039 Yes, my last name is Sharp. 00:24:49.039 --> 00:24:52.199 And please continue with your comments. 00:24:52.199 --> 00:24:58.529 Oh, I'm sorry. Okay. Um so this service, this voice over 00:24:58.539 --> 00:25:01.910 service I have it with um, Comcast. I'm kind of forced 00:25:01.920 --> 00:25:05.338 to have it. Because the new place I live don't have 00:25:05.759 --> 00:25:11.150 um AT&T landline, um connector anymore. I don't even 00:25:11.160 --> 00:25:15.650 know why they didn't put that in there. Um, but the 00:25:15.660 --> 00:25:19.549 the voice over has this purpose and place. But it's 00:25:19.559 --> 00:25:24.939 not better for me than the landline. I've had too 00:25:24.949 --> 00:25:27.779 many problems with this voice over stuff. So I actually 00:25:27.789 --> 00:25:33.979 prefer landline over voice over, better connection. 00:25:33.989 --> 00:25:40.410 The 911 calls um, just less problems with landlines. 00:25:40.549 --> 00:25:44.009 So I, I think that needs to be taken into consideration, 00:25:44.019 --> 00:25:47.539 as well. That's all I had. Thank you so much for, 00:25:47.939 --> 00:25:50.578 thank you so much for calling in. Can we have our next 00:25:50.588 --> 00:25:53.420 commenter, please. Our next public comment comes 00:25:53.430 --> 00:25:57.529 from Alexander Friedman. Your line is open. Yes. Hi, 00:25:57.539 --> 00:26:01.539 Alexander Friedman, F. R. I. E. D. M. A. N. Uh two things, 00:26:01.549 --> 00:26:05.858 one is AT&T. Um, every time it rains and by the way 00:26:05.868 --> 00:26:08.049 I live in Hollywood, California. It's in the middle 00:26:08.059 --> 00:26:10.769 of the city. It's not as the other commenters said. 00:26:10.779 --> 00:26:13.088 You know, it's not in the middle of the woods. It's 00:26:13.098 --> 00:26:16.328 the major, metropolitan area. So every single time it 00:26:16.338 --> 00:26:19.000 rains, especially the (inaudible) here. We lose both the 00:26:19.009 --> 00:26:22.670 landline and the internet service. This is ridiculous 00:26:22.680 --> 00:26:26.150 It's 21st century. We're not in stone age. I don't 00:26:26.160 --> 00:26:29.098 understand how, how today you know in this day and 00:26:29.108 --> 00:26:33.358 age. AT&T cannot install sufficient installation 00:26:33.368 --> 00:26:36.338 protection from rain. This is ridiculous. So please 00:26:36.348 --> 00:26:38.979 do something about it. The second thing is about my 00:26:38.989 --> 00:26:42.920 cell phone service, which is with Verizon. I have Verizon 00:26:42.930 --> 00:26:46.680 Prepaid and they purposely have downgraded the speeds. 00:26:46.689 --> 00:26:51.160 To shameful 1.9 megabits per second, which is ridiculously 00:26:51.170 --> 00:26:56.314 slow. I used to have Verizon Prepaid about 25 to 35 megabits 00:26:56.324 --> 00:26:58.785 per second. But then they acquired another company, 00:26:58.795 --> 00:27:02.555 and they said that due to some maintenance, so to speak 00:27:02.564 --> 00:27:05.314 they downgraded the speed. So it's nearly impossible 00:27:05.324 --> 00:27:07.795 to use a cell phone. So also can you please reach out 00:27:07.844 --> 00:27:11.055 and do something to increase the internet speed? Thank 00:27:11.064 --> 00:27:14.130 you very much. 00:27:14.130 --> 00:27:16.578 Thank you very much for calling in. Can we have our next 00:27:18.400 --> 00:27:21.608 caller, please? Our next public comment comes from Min Li Hong. Your 00:27:21.618 --> 00:27:25.000 line, your line is open. 00:27:25.000 --> 00:27:30.608 Yes, hi. Uh, my name is Mindy Hong. Uh, my uh I 00:27:30.618 --> 00:27:35.939 have the phone, uh my provider is Verizon. I bought the 00:27:35.949 --> 00:27:41.979 phone with the 5G, uh service for 20 years already. 00:27:42.108 --> 00:27:47.049 But, and I never can use this as a 5G. And the 00:27:47.059 --> 00:27:51.680 signal, the maximum of the signal only 2 bars only. 00:27:52.229 --> 00:27:55.400 And I have been called and talked to the customer service 00:27:55.410 --> 00:28:00.318 of the technical customer service for, from uh Verizon 00:28:00.739 --> 00:28:05.640 and they couldn't do anything. 00:28:05.640 --> 00:28:09.059 Um, so I don't know what to do. Uh, and then um 00:28:09.068 --> 00:28:14.670 every month they charge the fee as a 5G. Like, uh 00:28:14.680 --> 00:28:20.189 $77 almost $80 something, every month. But since I bought 00:28:20.199 --> 00:28:27.739 the phone, I can never use 5G service. 00:28:27.739 --> 00:28:31.259 Okay. I'd like to suggest, since this is sounds like a 00:28:31.269 --> 00:28:36.469 billing issue. If you would go to our website: www. 00:28:36.719 --> 00:28:42.848 cpuc.ca.gov 00:28:43.088 --> 00:28:48.640 /pph There's a, you should be able to find 00:28:48.650 --> 00:28:56.759 a phone number to call Verizon. And uh, uh and have a 00:28:56.769 --> 00:29:01.729 service representative help you immediately. Okay. Yeah, 00:29:02.029 --> 00:29:05.449 thank you. Thank you so much. So yeah, thanks for 00:29:05.459 --> 00:29:08.969 calling in. Uh, can we have our next caller, please? Our 00:29:08.979 --> 00:29:14.868 next public comment comes from Ed Savey, your line is open. 00:29:14.868 --> 00:29:18.959 Hello, my name is Ed Savey. Uh I'm a doctor, I'm an emergency 00:29:19.289 --> 00:29:22.588 physician in Santa Cruz. Uh, and I just want to say 00:29:22.598 --> 00:29:25.500 that technology is ever changing. Uh, telemedicine is 00:29:25.509 --> 00:29:28.799 no exception. I'm continually on my cell phone for 00:29:28.809 --> 00:29:34.039 consultations. Um, and often a consultation is via a 00:29:34.049 --> 00:29:38.078 uh mobile robot. Um, that goes from room-to-room visiting 00:29:38.088 --> 00:29:42.358 patients for easy access mobility. Uh, we need access 00:29:42.368 --> 00:29:45.400 to these types of telecommunication innovations, without 00:29:45.410 --> 00:29:49.108 utility cell regulations. So we can report individuals 00:29:49.118 --> 00:29:53.009 health and well-being quickly and effectively. Uh, these 00:29:53.019 --> 00:29:55.680 continued innovations on networks have been improving 00:29:55.689 --> 00:29:58.838 the quality of communication services through innovation 00:29:58.848 --> 00:30:03.759 and not regulation. So, thank you. 00:30:03.759 --> 00:30:05.979 Thank you for calling in. Can we have our next commenter, 00:30:05.989 --> 00:30:09.769 please? Thank you. If you'd like to make a public comment. 00:30:09.779 --> 00:30:12.739 Please press *1, unmute your phone and clearly 00:30:12.750 --> 00:30:16.170 state your name and location for public comment introduction. 00:30:16.180 --> 00:30:19.049 Our next public comment comes from Jim Ross. Your line 00:30:19.059 --> 00:30:24.479 is open. Yes, hi. Uh, my name is Jim Ross, R. O. S. S. 00:30:24.489 --> 00:30:28.640 I'm in Richmond, California and I'd like to uh, piggyback 00:30:28.650 --> 00:30:33.640 on a couple of uh comments. I heard about landline access 00:30:33.650 --> 00:30:37.759 here in California. I have a landline that I like to 00:30:37.769 --> 00:30:40.598 use for the same reason. A number of the other people 00:30:40.608 --> 00:30:44.568 mentioned for the 911, just to have access if there's 00:30:44.578 --> 00:30:47.219 a power outage and so forth. And just to have another 00:30:47.229 --> 00:30:50.549 phone in the house. Our phone here has been out since 00:30:50.559 --> 00:30:54.449 March, after one of the storms knocked it out. And I've 00:30:54.459 --> 00:30:57.650 been trying to get AT&T to do something about it. 00:30:58.239 --> 00:31:01.608 Um, it still hasn't been fixed after all this time 00:31:01.618 --> 00:31:04.848 though I am being billed for it. I, I really don't like 00:31:04.858 --> 00:31:07.598 calling AT&T. Because it, it takes like a half a 00:31:07.608 --> 00:31:10.039 day. Spent a half a day on the phone yesterday, someone 00:31:10.049 --> 00:31:12.219 was supposed to call me back. So they still have not 00:31:12.229 --> 00:31:15.729 heard anybody back. I'm just trying to cancel my land. 00:31:15.739 --> 00:31:18.239 Though I would prefer to have a landline. I'm just trying 00:31:18.250 --> 00:31:22.328 to cancel it at this point and, uh you know the, 00:31:22.338 --> 00:31:25.969 uh, the amount I'm being billed for. It seems pretty, 00:31:27.039 --> 00:31:30.410 seems pretty short sighted they're putting wires on 00:31:30.420 --> 00:31:34.420 new telephone poles in my neighborhood. When we're expecting 00:31:34.430 --> 00:31:38.019 to have more severe weather and so forth. I think uh, uh again 00:31:38.029 --> 00:31:40.890 I'm not sure if they're doing away with landlines or 00:31:40.959 --> 00:31:44.979 not. One AT&T person actually told me that they're 00:31:44.989 --> 00:31:48.029 trying, you know, not to maintain that system any longer 00:31:48.039 --> 00:31:51.439 and have everybody switch to cell. Anyway, uh you know 00:31:51.449 --> 00:31:54.469 I, I just uh I'm just trying to get some resolution 00:31:54.479 --> 00:31:58.900 here. We're waiting for. Thank you. So sir, before you 00:31:58.910 --> 00:32:02.529 go. If I could just make a suggestion. Because, um 00:32:02.539 --> 00:32:06.269 you mentioned um, not wanting to spend a lot, uh 00:32:06.279 --> 00:32:10.759 a lot of time on the line with, uh someone from AT&T. 00:32:10.769 --> 00:32:14.920 If you go to our website, um and the website I'm referring 00:32:14.930 --> 00:32:19.348 to is www.cpuc. 00:32:19.358 --> 00:32:23.630 ca.gov/pph You would be able to click 00:32:23.640 --> 00:32:25.699 on. 00:32:25.699 --> 00:32:29.430 Yeah, I appreciate that. I, I'm looking at it as we speak. 00:32:29.439 --> 00:32:32.519 I, I just found your website. Uh, you know, I was 00:32:32.529 --> 00:32:35.368 looking at my AT&T issue and I saw that you were just. 00:32:35.380 --> 00:32:37.509 Again, I just you know I didn't, I never heard of 00:32:37.519 --> 00:32:40.989 this uh, thing. That's why I actually tuned in. It's 00:32:41.000 --> 00:32:43.199 been very helpful. I just don't see that you have this 00:32:43.209 --> 00:32:47.130 site. I will definitely explore it more. Okay. And they'll 00:32:47.140 --> 00:32:50.199 have some, a representative available right now. I'm 00:32:50.209 --> 00:32:54.509 just saying. So uh, um, but thank you so much for 00:32:54.519 --> 00:32:58.059 calling in. Can we have our next comment, please? Our 00:32:58.068 --> 00:33:01.779 next public comment comes from Jamie Owanle. Your line is 00:33:01.789 --> 00:33:04.818 open. 00:33:04.818 --> 00:33:09.459 Thank you. Um, yes I uh the latest I've been dealing 00:33:09.469 --> 00:33:16.328 with uh, AT&T over the last year. Um for, um when 00:33:16.338 --> 00:33:20.410 I, I had to switch over to AT&T, mostly because 00:33:20.420 --> 00:33:24.489 I was dealing with a surgery last year. And the hospital 00:33:24.500 --> 00:33:26.739 that I was working with was wanting to do a study. 00:33:26.920 --> 00:33:30.519 They were working with the Apple Watch. So I ended 00:33:30.529 --> 00:33:33.650 up, there was a deal with AT&T was dealing with 00:33:33.660 --> 00:33:36.380 the best deal for the Apple phone. I was dealing with 00:33:36.390 --> 00:33:39.479 Samsung prior to that with my previous carrier. Fine 00:33:39.489 --> 00:33:43.689 all of that was, I was ok with all of that. However 00:33:43.779 --> 00:33:46.858 when I went into the store, uh apparently the fellow 00:33:46.868 --> 00:33:51.420 that I, um I worked with was fairly new. His manager 00:33:51.430 --> 00:33:55.088 uh I was given, led to believe. Knew what he was talking 00:33:55.098 --> 00:33:59.410 about and yet what I'd had to deal with. Uh, not only 00:33:59.459 --> 00:34:03.549 um dealing with, um really traumatic medical issues 00:34:03.559 --> 00:34:05.828 for the last year. Not only the one surgery but now 00:34:05.838 --> 00:34:09.059 a second surgery. And I've explained all of this to 00:34:09.070 --> 00:34:16.019 AT&T. Um, is that uh, um the, the um fellow who 00:34:16.030 --> 00:34:19.938 set up my phone. Had no idea what he was doing. 00:34:19.949 --> 00:34:22.429 The manager had no idea what they were doing. And I 00:34:22.438 --> 00:34:26.739 have spent not only dealing with having to carry around 00:34:26.750 --> 00:34:29.208 two phones. My previous phone because the contacts 00:34:29.219 --> 00:34:32.360 were corrupted. I've gone back into the store on crutches, 00:34:32.369 --> 00:34:38.550 someone else driving me. Uh, repeatedly called in. Was told 00:34:38.559 --> 00:34:41.559 yes, the person would be there to help me once I got 00:34:41.570 --> 00:34:45.659 in there. And yet every time I got in there to the 00:34:45.668 --> 00:34:49.530 store, the person was unavailable. They were at lunch. 00:34:49.539 --> 00:34:53.760 There was no one to help me. And unfortunately, um with 00:34:53.769 --> 00:34:57.809 the back that had been reconstructed and then collapsed 00:34:57.820 --> 00:35:01.760 subsequently over the year. I can't even begin to describe 00:35:01.809 --> 00:35:04.300 what it was like to try and stand there. And the amount 00:35:04.309 --> 00:35:06.579 of effort I had gone through and have gone through 00:35:06.682 --> 00:35:10.333 over the last year. Trying to work with AT&T, to get 00:35:10.342 --> 00:35:13.322 this corrected. I've had to carry around two phones. 00:35:13.333 --> 00:35:16.842 And what this has also meant is I have been charged, 00:35:16.853 --> 00:35:20.802 because I could not return the previous phone. So instead 00:35:20.811 --> 00:35:25.393 of what I was quoted. My quote unquote, $104 I have 00:35:25.402 --> 00:35:31.255 been paying $157, $203, $204. I have never 00:35:31.266 --> 00:35:35.074 paid the originally quoted. Not even once have I paid 00:35:35.085 --> 00:35:38.215 the originally quoted amount when I walked in the door. 00:35:38.226 --> 00:35:41.545 And not because of anything I've done. It's been because 00:35:41.795 --> 00:35:44.916 this fellow never could set up the phone correctly. 00:35:44.925 --> 00:35:48.706 His manager corrupted and got emails incorrect. So 00:35:48.715 --> 00:35:51.186 I've been dealing with multiple email addresses. 00:35:51.195 --> 00:35:54.418 AT&T IDs were never correct. I can't even begin to 00:35:54.429 --> 00:35:58.619 describe the, the hell. The unbelievable hell, 00:35:58.628 --> 00:36:01.929 I've dealt with. So finally today, this last week. Because 00:36:01.938 --> 00:36:04.938 again, I had another surgery. I, I begged them, begged 00:36:04.949 --> 00:36:08.250 them. Please, I've spent $600 above what my bill should 00:36:08.260 --> 00:36:10.969 have been. Please, could you work with me and coming 00:36:10.978 --> 00:36:13.610 out of the hospital? They went well. Ma'am? Ma'am? 00:36:13.619 --> 00:36:15.458 Could I interrupt you for a second? Because it sounds 00:36:15.530 --> 00:36:17.739 like you gotta a billing dispute. Please, yeah. 00:36:17.739 --> 00:36:21.159 And what I would suggest you do. I have been dealing with 00:36:21.168 --> 00:36:24.219 them trying to work with trying to correct my phone. 00:36:24.300 --> 00:36:27.539 They couldn't do that and trying to work with me on 00:36:27.550 --> 00:36:31.789 just trying to, to rectify what on multiple levels 00:36:31.800 --> 00:36:35.070 could not be fixed technically or otherwise. I've been 00:36:35.199 --> 00:36:38.070 sent, I can't even tell you how many different departments. Ma'am, if you could let me help you. 00:36:38.369 --> 00:36:42.309 So yeah, please. Ma'am, can you let me help you? Tell me how to fix that, yeah. 00:36:42.309 --> 00:36:45.820 Please. So what I, what I would. If I could make a suggestion 00:36:45.829 --> 00:36:49.148 is to go to www.cpuc 00:36:49.159 --> 00:36:53.429 .ca.gov/pph There 00:36:53.438 --> 00:36:55.809 you're gonna get a phone number. I'm sorry give me the last words. You will find a phone 00:36:55.860 --> 00:36:58.260 number. 00:36:58.260 --> 00:37:02.418 Characters again. ww. It's www. I got all the beginning 00:37:02.429 --> 00:37:04.079 of that. I already have that written down. So what 00:37:04.090 --> 00:37:09.039 are the last characters again? So if after, after 00:37:09.050 --> 00:37:15.090 .gov. Paul what? Paul, Jimmy, Romeo what? Like P. C. H. P. 00:37:15.099 --> 00:37:18.168 what, what are the last characters? Paul, Paul, Hector. Cause I'm switching 00:37:18.179 --> 00:37:21.269 to Xfinity as a result of this, because I'm so tired 00:37:21.280 --> 00:37:25.329 of it. So I'd rather not, if I can help it. It's Paul, Paul, Hector. Yeah, okay. 00:37:26.550 --> 00:37:32.688 Go ahead, Paul what? Paul, Paul, Hector. Two Ps, one H. 00:37:35.000 --> 00:37:40.378 Two Pauls, one H. Yeah and you can get a phone number, 00:37:40.389 --> 00:37:42.840 you can get their phone number. You can get a representative 00:37:42.849 --> 00:37:45.559 from AT&T right now, and I'm sure he'll be happy to 00:37:45.570 --> 00:37:49.159 help you. No, they aren't. But thank you so much for 00:37:49.168 --> 00:37:54.438 your incredibly idealistic view of the world. Well, they have been told 00:37:54.438 --> 00:37:58.110 to help. Yeah. So thank, thank you for calling in. Can we have 00:37:58.199 --> 00:38:00.878 our next caller, please? Thank you so much, yeah. 00:38:00.878 --> 00:38:03.269 Your Honor, I have no additional public comments at 00:38:03.280 --> 00:38:05.539 this time. 00:38:05.539 --> 00:38:08.668 So then if that's the case. Let's wait a few seconds 00:38:08.679 --> 00:38:11.760 to see if anyone else wants to make a comment. Since 00:38:11.769 --> 00:38:14.610 we have no one in the queue. If you are on the 00:38:14.619 --> 00:38:17.010 phone and want to speak, and have not already done 00:38:17.019 --> 00:38:20.958 so. Please press *1 on your phone now, and the 00:38:20.969 --> 00:38:26.219 Operator will add you to the queue of speakers. 00:38:26.219 --> 00:38:30.070 And Your Honor, we have John Luiso. Your line is open. 00:38:30.989 --> 00:38:35.409 Thank you. My name is John Luiso, L. U. I. S. O. 00:38:35.418 --> 00:38:38.860 And I live in Los Angeles and thank you for the opportunity 00:38:38.869 --> 00:38:42.510 to call in today. My service provider is Spectrum and 00:38:42.519 --> 00:38:45.219 they provide me with a landline and internet service. 00:38:46.340 --> 00:38:49.260 And according to my records, I've lost service 7 00:38:49.269 --> 00:38:53.510 times so far this year. Usually when it has rained 00:38:54.208 --> 00:38:59.168 and one time it was out for more than 24 hours. And 00:38:59.179 --> 00:39:02.449 I know that this means that they have provided service 00:39:02.639 --> 00:39:07.668 for the vast majority of the time. But um, as important 00:39:07.679 --> 00:39:12.070 as the internet is to modern life. I still feel that 00:39:12.079 --> 00:39:16.579 losing service for 7 days is too much and I would 00:39:16.590 --> 00:39:22.728 like them to do a better job. Thank you. 00:39:22.728 --> 00:39:24.889 Thank you for calling in. Can we have our next caller? 00:39:25.489 --> 00:39:28.958 Our next public comment comes from, I am. Your line 00:39:28.969 --> 00:39:35.378 is open. 00:39:35.378 --> 00:39:48.438 I am. Your line is open. Oh, could you please continue? 00:39:48.438 --> 00:39:57.599 I am. Your line is open. 00:39:57.599 --> 00:40:00.550 Your Honor, the line is open. I'm not sure if they can 00:40:00.559 --> 00:40:16.039 hear us, but the line is open. 00:40:16.039 --> 00:40:18.050 And Your Honor, we're gonna wait for them to jump back 00:40:18.059 --> 00:40:20.070 in the queue. Just a moment. See if they, if they come 00:40:20.079 --> 00:40:24.050 back to us, one moment. Ok, thank you. You're welcome. 00:40:47.019 --> 00:40:50.659 Our next public comment comes from Pauline Braehan. Your 00:40:50.668 --> 00:40:55.309 line is open. Uh, good afternoon. I am a teacher in 00:40:55.438 --> 00:40:59.639 Cascade, California. Been teaching at the same school for 00:40:59.648 --> 00:41:05.039 8 years. Recently this year my, my service provider 00:41:05.050 --> 00:41:09.599 is AT&T. I've always had excellent service, but the beginning 00:41:09.610 --> 00:41:13.938 of this, I no longer have service. When I'm at, and 00:41:13.949 --> 00:41:19.800 that's a great concern to me. It's climate, there has 00:41:19.809 --> 00:41:24.010 been active shooters and without service. And if anything 00:41:24.019 --> 00:41:27.699 were to happen at our school. I would not be able to 00:41:27.708 --> 00:41:32.978 call 911, and assist the students or to seek help without 00:41:32.989 --> 00:41:36.969 any service there at school. So all day that I'm out 00:41:36.978 --> 00:41:41.478 there at school. I'm without any service with AT&T. 00:41:41.688 --> 00:41:45.719 I've tried calling customer service. They've told me 00:41:46.409 --> 00:41:50.789 that cell tower, it'd be fixed in a week. And then it 00:41:50.800 --> 00:41:54.039 would be fixed in two weeks, and then they didn't know 00:41:54.050 --> 00:41:57.809 when it would be fixed, and now they have no resolution. 00:41:58.139 --> 00:42:01.809 Thank you. 00:42:01.809 --> 00:42:05.239 Thank you for calling in and sharing. Do we have any 00:42:05.250 --> 00:42:09.139 callers? Yes, we have our next public comment is Michael 00:42:09.429 --> 00:42:12.929 Esser. Your line is open. 00:42:12.929 --> 00:42:16.800 Yes. Uh hello, my name is uh, Michael Esser and is spelled 00:42:16.809 --> 00:42:20.938 E. S. S. E. R. I'm calling from Los Angeles. Where I have 00:42:20.949 --> 00:42:24.579 a small business that provides uh, tech support uh to 00:42:24.590 --> 00:42:28.938 other small businesses. And um, my complaint is that 00:42:28.949 --> 00:42:31.679 I very often have to do with the big companies. Uh, 00:42:31.688 --> 00:42:37.260 customer service and the uh, quality of uh the connection 00:42:37.269 --> 00:42:41.320 to the customer service is very often, very unacceptable. 00:42:41.389 --> 00:42:45.989 It is barely um, understandable what people on the other 00:42:46.000 --> 00:42:52.320 side are saying. And often these lines go um, to other 00:42:52.329 --> 00:42:57.019 continents and the speakers on the other side are non 00:42:57.030 --> 00:43:00.938 English speakers. Which makes it even more difficult. 00:43:00.949 --> 00:43:04.699 But my main complaint is that the quality of the lines 00:43:04.708 --> 00:43:09.753 that these companies use uh is uh, obviously um uh in 00:43:09.764 --> 00:43:14.503 a way that it makes uh communication very, very difficult. 00:43:14.514 --> 00:43:19.023 And I would plead for a way to make these companies 00:43:19.034 --> 00:43:22.594 provide better service to, better technical service 00:43:22.603 --> 00:43:27.030 to their customers. Thank you very much. 00:43:27.030 --> 00:43:29.780 Thank you for calling in and sharing. Do we have uh 00:43:29.789 --> 00:43:33.369 any additional commenters? Your Honor, I have no additional 00:43:33.378 --> 00:43:41.219 public comments at this time. 00:43:41.219 --> 00:43:46.550 Okay. Well, uh if anyone else wants to make a comment 00:43:46.559 --> 00:43:48.898 since we have no one in the queue. If you want to 00:43:48.909 --> 00:43:52.639 speak and have not done, so please press *1. On 00:43:52.648 --> 00:43:55.369 your phone now and the operator will add you to our 00:43:55.378 --> 00:44:01.269 queue of speakers. We'll wait, uh we'll wait a few seconds. 00:44:01.280 --> 00:44:03.978 Um, 00:44:03.978 --> 00:44:22.800 for our final call. 00:44:22.800 --> 00:44:25.199 I have no additional public comments at this time. 00:44:26.398 --> 00:44:31.570 Okay. Well then with that, this concludes all the speakers 00:44:31.579 --> 00:44:36.949 who have signed up to speak. Uh, if you have um or 00:44:36.958 --> 00:44:41.059 would like to make additional uh, input or comments 00:44:41.070 --> 00:44:45.599 after this hearing. You may submit written comments 00:44:45.610 --> 00:44:48.668 on the docket card 00:44:48.668 --> 00:44:52.289 for this Proceeding. Which can be found. Excuse me, hi. Sorry, Judge. 00:44:52.300 --> 00:44:54.820 This is Claudia from Public Advisors Office. Uh, we 00:44:54.829 --> 00:45:00.489 had a caller on the Spanish line. Oh, well okay. Thank 00:45:00.500 --> 00:45:03.059 you very much for interrupt for, for that interruption. 00:45:03.478 --> 00:45:13.510 Uh, could we proceed to that caller? 00:45:13.510 --> 00:45:52.739 (speaking Spanish) 00:45:52.739 --> 00:45:54.688 The interpreter is not hearing anyone on the Spanish 00:45:54.699 --> 00:45:56.478 line. 00:45:56.478 --> 00:45:59.110 Uh um Judge, it looks like they may have dropped off. 00:45:59.119 --> 00:46:02.208 Um there's they're, they're no longer in the speaking 00:46:02.219 --> 00:46:06.668 queue. I'm not really sure what happened. Should we, 00:46:06.809 --> 00:46:09.938 why don't we wait a few seconds. Just to see if they, 00:46:10.269 --> 00:46:14.099 if they call back. 00:46:14.099 --> 00:47:00.789 (speaking Spanish) 00:47:00.789 --> 00:47:21.659 Have they tried to call back? (speaking Spanish) 00:47:21.659 --> 00:47:27.289 No, they have not called back. Your Honor. Okay. Then 00:47:27.719 --> 00:47:33.239 uh, and since we have no speakers on the line. 00:47:33.239 --> 00:47:35.559 Uh, (speaking Spanish) this 00:47:35.559 --> 00:47:38.789 concludes all the speakers who have signed up. If you 00:47:40.320 --> 00:47:44.679 provide additional input or comments after this hearing. 00:47:45.309 --> 00:47:49.280 You may submit written comments on the docket card for 00:47:49.289 --> 00:47:53.378 this Proceeding. Which can be found on the Commission's 00:47:53.389 --> 00:47:58.590 website at www.cpuc.ca.gov 00:47:58.599 --> 00:48:02.789 /pph. If you need assistance with providing additional 00:48:02.800 --> 00:48:07.539 comments. Please contact the Commission's Public Advisors 00:48:07.550 --> 00:48:16.269 Office during normal business hours at 1-866-849-8390. 00:48:16.280 --> 00:48:21.438 Or by emailing. I'm so sorry, Judge. Okay, looks like they, 00:48:21.449 --> 00:48:23.789 they called back in or somebody has called back in 00:48:23.800 --> 00:48:27.000 and queued up on the Spanish speaker line. Okay, let's try again. You want 00:48:27.010 --> 00:48:31.070 to take them? Okay. Yes. Um Operator can we, can we try 00:48:31.079 --> 00:48:48.728 that again? (speaking Spanish) 00:48:48.728 --> 00:49:13.579 (speaking Spanish) I am calling in from Los Angeles, California. (speaking Spanish) 00:49:13.579 --> 00:49:48.579 And, I am calling in to be able to give a complaint. Because I have been having (inaudible). (speaking Spanish) 00:49:48.579 --> 00:50:35.050 (speaking Spanish) 00:50:35.050 --> 00:50:38.628 Yes. So the reason for my calling is because I'm very 00:50:38.639 --> 00:50:40.809 upset with the service that I have been receiving. 00:50:40.969 --> 00:50:43.389 I was told that with 5G, I would be able to 00:50:43.398 --> 00:50:46.708 have uh better service. However, and I was able to get 00:50:46.719 --> 00:50:49.269 10 devices on it. However, even with just that one 00:50:49.280 --> 00:50:52.228 device, I've been having issues with Verizon. And it 00:50:52.239 --> 00:50:55.320 doesn't seem to be able to get better. And I really 00:50:55.329 --> 00:50:59.570 feel like this is fraudulent because um, it's a problem 00:50:59.579 --> 00:51:02.619 that has not improved. And sometimes they tell you that 00:51:02.628 --> 00:51:04.760 you know, if you pay more the things, you know, the 00:51:04.769 --> 00:51:07.628 situation will be improved or that my plan would be 00:51:07.639 --> 00:51:11.219 better. But it really hasn't gotten better. And even 00:51:11.228 --> 00:51:14.148 just a few days back, I tried to contact the bank, 00:51:14.159 --> 00:51:16.780 my service provider. And I wasn't able to be, able to 00:51:16.789 --> 00:51:19.668 do that. And this is very frustrating because even 00:51:19.679 --> 00:51:22.978 with paying more, um I'm not getting better service 00:51:22.989 --> 00:51:26.510 and it feels fraudulent. 00:51:26.510 --> 00:51:29.539 Can I clarify the speaker's name, please? The caller 00:51:29.550 --> 00:51:31.760 that just called in, this is the reporter. Thank you. 00:51:43.769 --> 00:51:46.360 The interpreter cannot hear the person on the line 00:51:46.369 --> 00:52:11.059 any longer, but I heard Fausto. (speaking Spanish) 00:52:11.059 --> 00:52:13.429 This is Claudia. It looks like he's no longer on the 00:52:13.438 --> 00:52:19.188 line. 00:52:19.188 --> 00:52:23.398 Okay. Well, do we have any additional commenters online? 00:52:45.320 --> 00:52:48.719 (speaking Spanish) That appears to be the last, um the only and last 00:52:48.728 --> 00:52:53.010 uh Spanish commenter, Judge. Okay, thank you. And I 00:52:53.260 --> 00:52:58.849 uh, uh and I've been informed that there are no uh, commenters. 00:52:58.860 --> 00:53:01.688 While waiting in the queue on our English speaking 00:53:01.699 --> 00:53:07.309 line. So, uh this concludes all of the speakers who 00:53:07.539 --> 00:53:10.958 um, who have signed up to speak. Um, if anyone would 00:53:10.969 --> 00:53:14.168 like to provide additional input or comments after 00:53:14.179 --> 00:53:17.128 this Hearing. You may submit written comments on the 00:53:17.139 --> 00:53:19.969 docket card for this Proceeding. Which can be found 00:53:20.289 --> 00:53:24.139 on the commission's website at www.cpuc 00:53:24.148 --> 00:53:28.978 .ca.gov/pph If you 00:53:28.989 --> 00:53:34.090 need assistance with providing additional comments. 00:53:34.099 --> 00:53:38.090 Please contact the Commission's Public Advisors Office 00:53:38.099 --> 00:53:42.489 during normal business hours, uh At the following phone 00:53:42.500 --> 00:53:51.668 number 1-866-849-8390. Or by emailing at public.advisor 00:53:51.679 --> 00:53:58.610 That's public.advisor, A. D. V. I. S. O. R@ 00:53:58.619 --> 00:54:03.329 cpuc.ca.gov 00:54:03.329 --> 00:54:06.719 This concludes this evening's Public Participation 00:54:06.728 --> 00:54:11.369 Hearing. I want to thank everyone who called in, everyone 00:54:11.378 --> 00:54:14.688 who listened in. As well as everyone who, who helped 00:54:14.699 --> 00:54:18.280 out on the, the Commission side. That's the court reporters, 00:54:18.909 --> 00:54:22.610 our interpreters, uh other folks in the Public Advisors 00:54:22.619 --> 00:54:27.688 Office, our IT folks, our operator. Everyone, thank 00:54:27.699 --> 00:54:32.128 you so much. Uh with that, we are adjourned and we 00:54:32.139 --> 00:54:34.250 will be off the record. And Operator, if you could please 00:54:34.260 --> 00:54:36.478 disconnect this call. Thank you very much.