New Ulm Telecom, Inc.

This customer is located in CenturyLink’s territoryoutside of NU-Telecom's ILEC service territoryWe have an adjacent exchange agreement with Century Link to service Biscay from Hutchinson(tariff attached) We bring service to a meet point outside of Biscay and then CenturyLink is responsible for
the plant from meet point to houseWe check the service at meet point & at houseIf the issue is in between those two points, it is up to CenturyLink to take care of it, as in this caseCenturyLink has always required the customer to have their service before they could get ours(dual service needed per attached tariff) In this case, they had our service but not CenturyLink’s serviceThus, CenturyLink had no record of this customer and would not respond to their needs of plant repair. We did all we could do for this customer and explained the issue to them several timesCenturyLink has since then dissolved the adjacent Exchange agreement in and they cannot get our service anymore but are still allowing Grandfathered customers to keep itOnce these customer have disconnected our service they can’t get it anymoreSince this customer was grandfathered into an adjacent exchange service which is no longer offered by either provider we can no longer offer serviceCustomer service representative notes and screen shots attached regarding discussions with customer as well as refund below and attachedHi Monty, I was one of the people who assisted *** regarding the issues that he’s had with the internet service at his home I previously noted the account and have provided a screen shot of the notes below. I have also credited Brian’s account for internet services back to 2017/12/as shown in the second screen shot belowI am saddened by this formal complaint because I thought that *** understood that we (NU-T) could not repair equipment that wasn’t ours due to liability reasons

I am rejecting this response because:Yes they did credit my accountnnbut when the credit was gone they started charging me full price for the internet again, which they know is broken. As for repairing it..nu telecom ran new lines from the pole to my house roughly 2 years ago. If they could do that then I am sure they are capable of fixing what is broken now. It is because they dont want to deal with it that is why..I have been a customer there for 20+ years and they have always fixed my phone before. I have not had a century link account for well over 10 years...so that is a lame excuse as they have repaired my stuff myltiple times while I havent had a century link account. Again. Just the worst l9bg term customer care ever