Residents of Cooper sound off about phone service frustration

Many Cooper residents explained why they feel that Fairpoint Communications has failed to inform and communicate with them at a September 22 meeting at the Cooper Community Center/Cathance Grange Hall. Total or partial loss of reliable phone service has been widespread throughout the town for months. Residents explained they have not received successful repairs or permanent solutions. They hoped a group effort with a public meeting with Fairpoint officials and a petition signed by many Cooper residents sent to the Maine Public Utilities Commission might lead to a resolution.
Selectman Micah Perkins explained that Cooper residents could voice their concerns and the Fairpoint officials would answer questions. He commented, "Our phone lines are like a lifeline; as many as two-thirds of the residents cannot get cell phone service."
As other Cooper residents spoke, it became clear that they agreed the lack of reliable phone service is a safety issue. They explained how frightening it is when someone at home is ill or recuperating from surgery and there is no phone service for a long time. One woman said, "I am scared for everyone who lives alone."
Often people have tried to call someone in Cooper and the phone rings on their end but not in the Cooper resident's house. Sometimes it seems they were able to leave a message, but the answering machine had really failed to turn on. Cooper residents explained how many of their loved ones could not reach them for days and how much concern this caused. One woman failed for three days to receive a message that she was needed to report as a fill‑in for her job. A son serving in the military overseas could not phone his father for days. A National Forest Service ranger whose parents live in Cooper was putting out a forest fire in Arizona. His parents in Cooper became worried when they heard on the news that the area he was in was being evacuated. He could not reach them for days to tell them he was okay. A 79-year-old woman related how she lives alone and her emergency button only works on the regular phone. Her sister in California calls her often to check on her. When her sister could not reach her for several days, she called emergency services. They responded and broke in the door thinking she was in trouble.
More than one Cooper resident explained how they wanted Fairpoint to change its current policy regarding the reporting of phone service outages. People were told they could not report another person's phone outage, as the person whose name was on the actual account had to do so. Sometimes this meant that the person had to walk a distance of a half mile to do so on their neighbor's phone.
Many residents expressed how disappointed and unhappy they were when they did succeed in calling for phone repair service. They were told, if it was an internal problem, it would cost $40 an hour to do repairs. Often Cooper residents were told that their call was the first time they had complained from that location, when they had called from there many times before.
With unreliable phone service, business cannot be done and clients cannot be contacted. Security systems may not work if dependent on phone lines.
The two Fairpoint Communications officials -- Rojean Tulk, director of legislative relations/Maine, and Bruce Ballantyne, vice president of operations -- listened to the concerns. Ballantyne gave all present his email address and phone number. He said he was "appalled" and wanted to apologize as a Fairpoint representative. He said he is responsible for the quality issues and he had already spoken with technicians and area supervisors. He and Tulk know there are internal problems, and all the concerns will be reported to the appropriate officials.
Ballantyne explained that the central office in Calais will soon have all copper lines and cables checked and fixed or replaced. A previously unused T cable screen will be used. A fiber optic cable runs to Meddybemps and ends on North Union Road. A generator was stolen from there and was replaced, as well as a cracked casing.
Residents questioned Ballantyne and Tulk. One reiterated that a quality inspection of all residents' phone lines from the main cable to the house lines has to be done right away. Ballantyne asked to be given until the end of October. He wants to be told via his personal cell phone number and email address if things are not being done to the residents' satisfaction.
Another resident explained he feels Fairpoint could justify putting more high-speed service in this part of Maine to make a better connection with the over 400 cell towers being worked on by Fairpoint and other phone companies.
Tulk was questioned about the commitments Fairpoint and other companies had to fulfill in receiving grants from the ConnectME Authority. Fairpoint has fulfilled the basic commitments. She was asked if there is an option to work with the town to put in fiber optic lines and she replied that it is an option. That option would open up the possibility of getting a tower built on Cooper Hill.
An Alexander resident said the problems and concerns Cooper residents described at the meeting were happening in Alexander as well.
Ballantyne suggested that a "short list" of elderly, ill and/or solitary residents of Cooper be given to him to ensure their needs are met first.
The holder of the petition, Jeanne Tonnizo, asked what remediation Fairpoint will offer. Ballantyne said that he would ask for a possible two months of free service for all who signed the petition and possibly others in Cooper. A resident emphasized that no matter what happened, the petition should be sent to the Public Utilities Commission.
Rep. Howard McFadden said he had never attended a meeting where so many people had expressed deep frustration. He expressed concern for peoples' safety. He assured Fairpoint he would check to see if things were "fixed" by the end of October.
The meeting was adjourned after selectman Micah Perkins said there would be an additional meeting for Cooper residents on September 29 at the CCC/Grange Hall to consider the results of the meeting and the next steps.