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Long Distance Problems
Many rural telephone subscribers have been experiencing a variety of call termination issues. These issues include, but are not limited to:
1. The calling party hears ringing but the called party hears nothing;
2. The called party hears ringing but hears only dead air when they answer;
3. Unusually long call set-up times, sometimes as long as 50 seconds;
4. Garbled, one way or otherwise poor quality voice on completed calls;
5. Inability to receive Faxes;
6. Missing or altered Caller ID.
Scope and Industry Response
• Several national telephone associations have gathered information on the scope of these issues and concluded this is an epidemic affecting the routing of calls to customers in rural areas nationwide.
• The problem occurs on calls originated using a variety of telephone technologies including land-line, wireless, cable, and VoIP.
• The telephone company has no control over these issues – the problems occur before the call ever reaches their network, if the call reaches their network at all.
• The national telephone associations are collecting data to provide to the Federal Communications Commission (FCC) for further investigation into this problem.
Suggested Consumer Action
• Calling parties should open a trouble ticket with their own originating carrier or service provider when they determine they cannot reach the called party or they experience poor call quality.
• When reporting the problem to the originating carrier or provider, the calling party should include the following details:
o Date and time of call
o The number that was used to place the call
o The number that was called
o Description of the problem (i.e. dead air, ringing with no answer, etc.)
• Consumers attempting to place calls which do not connect or are experiencing call quality issues are encouraged to call the same number using a different service provider
Call Termination Issues
Talking Points for Local Exchange Carriers
April 2011
Page 2 of 2
or use a “dial-around” option. This often demonstrates that the called number is actually in good working order.
• Consumers who do not receive reliable service or a satisfactory response from their originating carrier or service provider should consider filing a complaint with your PUC and/or the FCC.
o Complaints to the FCC may be addressed to: http://esupport.fcc.gov/complaints.htm , or 1-888-CALL-FCC (1-888-225-5322)

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