Consumers Sue PacBell Over DSL Practices
A San Diego consumer group has sued Pacific Bell for deceptive trade practices over its heavily advertised high-speed Internet access service, accusing the phone company of flouting a state law governing installation and repair service in its zeal to sign up more customers.
In the lawsuit, filed Monday in San Diego County Superior Court, the Utility Consumers’ Action Network claims that PacBell has continued its aggressive push for new subscribers for its digital subscriber line, or DSL, service despite difficulties properly serving its DSL customers.
DSL technology gives users high-speed Internet access without interfering with voice calls on the same copper connection.
PacBell is one of the nation’s leading DSL providers and has sharply cut prices to lure new customers. SBC Communications, PacBell’s Texas-based parent, said it had more than 200,000 DSL customers at the end of March, with the majority of those in California.
The consumer advocacy group cites a California law that requires utilities to provide customers with a four-hour appointment “window” for installation and repairs when the subscriber must be present. In the complaint, UCAN said PacBell gives DSL customers time windows in excess of four hours or no time window at all for service calls.
UCAN contends the actions amount to unfair and deceptive business practices, false advertising and deception (for not notifying customers of the four-hour service appointments). The consumer group hopes to make the case a class-action complaint covering PacBell DSL customers statewide.
A spokesman for Pacific Bell declined to comment on the lawsuit, saying the company had not yet reviewed it.
The lawsuit comes amid mounting frustration among PacBell DSL customers, who have complained about long waits for installation, missed service appointments and being placed on hold with customer service for more than an hour before reaching a service representative.
SBC shares rose 22 cents to close at $43.50 on the New York Stock Exchange.
