Verizon’s “performance for network reliability dropped below the 85 percent threshold...
Verizon’s “performance for network reliability dropped below the 85 percent threshold of the companywide CTRR [Customer Trouble Report Rate] metric during the second quarter of 2012, although performance during the second quarter of this year is better than during the…
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same period a year ago,” the telco said. It submitted the performance metrics to the New York State Public Service Commission on Thursday. “The company met the two timeliness of repair metrics for core customers in each of five geographic areas during each month in the second quarter of 2012. The performance of the EVRC [enhanced Verizon resolution center] met the 80 percent threshold of the answer time metric every month in the second quarter of 2012, while the FSC’s answer time performance was significantly better during the second quarter of 2012 than a year earlier. Consumer complaints to the Department were below the long-term trend.” Verizon New York’s performance has received criticism from the attorney general’s office and the Communications Workers of America (CD Aug 1 p6). In an Aug. 13 filing with the PSC, Massena, N.Y., blasted Verizon “out of complete and utter frustration,” wrote Town Supervisor Joseph Gray (http://xrl.us/bnkzay). The town was “thrown into chaos” at least three times in a two-and-a-half-year period due to a cut Verizon fiber cable, he said. “It is imperative that something be done to correct this perilous flaw before someone dies or is left with permanent disabilities because a call for emergency services did not get through our antiquated system. “Verizon New York’s service is “exceptional,” a spokesman said. The telco restored service within 24 hours after a trucking accident resulted in that cut fiber, he said.