Utilities may terminate service without notice in certain limited situations. For example, unsafe or hazardous conditions, cases of fraud, or in the abandonment of a service location. In general, the utilities may terminate service, after providing notice to the occupant, for failure to pay a delinquent bill or provide a security deposit, or for violating a rule applicable to the utility service. Most utilities consider a bill to be delinquent if not paid within 19 days after the bill is mailed / presented to the customer.
Telecommunications utilities must continue to provide access to call 911 and a number to contact the utility when they shut off basic service temporarily due to nonpayment. A telecommunications utility may block calling features (like caller ID or voicemail) for delinquent telephone service charges, before disconnecting dial tone. Blocking of these features is not regulated by the CPUC. The telephone company is not required to give notice prior to the actual blocking of the feature.
Before a utility disconnects service, the company must provide a 15-day written notice explaining: the reason for the disconnection, the amount which must be paid in order to avoid disconnection and the earliest date you will be disconnected if you fail to pay the amount owed. If not paid after the first notice, the utility must provide a second notice at least 48 hours prior to the disconnection and will make a final attempt to call just prior to disconnection.
Telecommunications utilities are required to give you a disconnection notice at least five days before disconnecting your service. However, they must continue to provide access to call 911 and access to a contact number at the utility.
If, due to circumstances beyond its control, a utility is unable to read your meter, your usage can be estimated. Reasons for estimating a bill may include severe weather, a locked gate, or blocked access due to a pet. Generally, when a utility estimates a bill it uses the consumption for the same period the previous year, with some modifications. The estimated bill is corrected when the utility is able to read the meter. Generally, if bills are estimated for more than three consecutive months the utility will notify the customer that it needs to access the meter.
Customers that opt out of a Smart Meter may have their meters read on alternating months. In addition, when regular, accurate meter readings are not available or the consumer has opted-out of the Smart Meter program, the utility may estimate the consumer’s energy usage for billing purposes based on historical use and available meter readings.
It is important that consumers review their telephone bills carefully to identify any unauthorized charges. If you did not order the product or service in question, contact the company whose service/product you are being billed for and request a refund. You may also contact your utility provider and request that the charges be refunded. Your telephone company can also assist you with blocking unwanted calls and charges from those companies that have placed those unauthorized charges on your bill.
You do not have to pay for products or services you did not authorize; but you must pay all the non-disputed charges on your bill while your issue is under review by the utility company or the CPUC. Withholding the payment of the undisputed amount of your bill can lead to the possible disconnection of telephone service.
If you are unable to resolve the issue with the billing company or your local telephone company, you should contact the CPUC Consumer Affairs Branch (CAB) to submit a complaint. You can find more information on how to file a complaint at CAB's Utility Complaints Portal.
If Early Termination Fees are assessed by your Wireless Carrier for discontinuing service, depending upon the “terms and conditions” of your contract, we may be able to assist if there are compelling reasons why the service was terminated. We can also assist Wireline business consumers who feel they have been unfairly assessed contractual Early Termination Fees. You may contact the CPUC Consumer Affairs Branch (CAB) to submit a complaint. You can find more information on how to file a complaint at CAB's Utility Complaints Portal.
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The CPUC does not have jurisdiction over all technologies offered by privately owned utilities. This includes video (cable TV) and Internet services, including subscriptions, billing, and equipment. If you are not able to resolve your issue with the company directly, for cable TV services please contact your local city government for assistance. The Federal Communications Commission (FCC) https://consumercomplaints.fcc.gov/hc/en-us may offer additional assistance for disputes about cable TV and Internet services.
However, if you have a question or complaint about your Internet provided phone service (also known as Voice over Internet Protocol or VoIP), that is marketed under such brand names as U-verse or FiOS, we will attempt to assist you. While the CPUC has limited jurisdiction over VoIP services you may contact the CPUC Consumer Affairs Branch (CAB) to submit a complaint in writing with a detailed explanation of your problem with the VoIP service provider. You can find more information on how to file a complaint at CAB's Utility Complaints Portal.