Dependent on Your Pager? Better Have a Backup

Consumers have little recourse after losing pager service this week following an unprecedented satellite failure that knocked out service to 90% of the nation’s pagers.

Consumer groups say the event illustrates how even the most wired families should have a backup plan in case their pager--or cell phone for that matter--goes down.

“I don’t think people should rely solely on the technology of a pager,” said Linda Sherry, a spokeswoman for the advocacy group Consumer Action in San Francisco. “They should always have a backup plan, like ‘Leave a message on the home phone and I’ll buzz in.’ ”

Here’s a closer look at how dependent your pager service is on a nationwide network, what you can expect in the next few days and what your paging service options are:

Question: How come 90% of the paging industry relies on the Galaxy 4 satellite?

Answer: When satellite systems were designed in late 1980s, paging companies looked for a system with the best service and the biggest national footprint. The Galaxy 4’s position over the central part of the nation, its ability to send digital signals and its high power levels made it the industry’s first choice, said Jay Kitchen, president of the Personal Communications Industry Assn., a paging industry trade group.

Q: How long is the problem with paging services likely to last?

A: Roughly 75% of all paging customers should have their service up today, another 15% by Friday.

Q: I’m a doctor and need my service restored right away. Can my company restore my service first?

A: Paging companies say it’s impossible to give priority to certain customers, because their entire networks must be brought back up at once.

Q: What other services did the satellite failure affect?

A: Several industries were affected. Radio and television networks such as WB and Telemundo lost advance feeds, banks lost their ability to send data and airlines were unable to receive high-altitude weather reports.

Q: Should I switch paging companies if my carrier’s service went out?

A: Most paging customers are required to sign a contract when they sign up for service that might prevent them from switching carriers before a specified period.

Consumers should also be aware that if they switch companies, their current pager might not be compatible with another company’s service, said June Langhoff, author of “Telecom Made Easy.”

Q: Do I have any recourse against my paging company if I can’t use my pager?

A: Paging companies are no longer regulated by the California Public Utilities Commission.

If consumers have complaints about their service, they can file a grievance with the state Department of Consumer Affairs or the state attorney general’s office.