Rural Call Completion
Long-distance customers in rural areas across the country, including South Dakota, are experiencing a variety of call termination issues. This issue isn’t limited to Golden West members; the Federal Communications Commission (FCC) reports the problem affects customers nationwide and is taking steps to combat these rural call completion problems.
Issues include dead air after dialing, prolonged ringing, dropped calls, busy signals, poor call quality, inaccurate caller ID displays, inability to send/receive faxes, and recordings stating that the number dialed is not in service or the call could not be completed as dialed. We understand these issues are not only inconvenient but can impact the physical and financial well-being of our customers. The root of these problems lies in the use of least-cost routing (LCR) by intermediate providers responsible for routing calls.
Golden West, and other companies that serve rural America, are working with state and federal officials, including the FCC, to develop a solution. In 2018, Congress passed the Improving Rural Call Quality and Reliability Act of 2017 (the RCC Act). This requires intermediate providers to register with the FCC and comply with service quality standards to help ensure calls to all Americans are completed. They must make sure all calls they handle are delivered to their destination, monitor the performance of any other intermediate providers they contract with when routing calls to rural areas, and address performance problems. The RCC Act also prohibits long-distance and wireless providers from using intermediate providers who are not registered with the FCC.
Consumers can file a complaint with the FCC by filling out an online Phone Complaint form. They can also contact the FCC by phone (1-888-225-5322) or fax (1-866-418-0232).
For more information from the FCC on call completion issues, click here.
Golden West will continue to work diligently to ensure that our customers receive the service they deserve. Thank you for your understanding and please know that we value you as a customer.