Southern Oregon Customers of Lumen Telephone Service
Impacted Zip Code: 97530
September 20, 2022, the Oregon Public Utility Commission (PUC) required Lumen to establish a process for reporting and resolving telephone outages and other reliability issues for customers in the Applegate area of Jacksonville and other surrounding areas of southern Oregon.
If your zip code is 97530 and you are experiencing service issues with your Lumen telephone service, please follow the 3-step instructions below. Lumen has 48 hours to resolve the problem. All response and resolution times will be monitored and tracked by the PUC.
What to do if experiencing difficulties with your phone service:
Step 1: Call Lumen’s 24/7 Customer Support Line at (844) 304-5337.
Step 2: Write down the ticket number including the time and date you called Lumen.
Step 3: Call the PUC’s Consumer Services Team at (503) 378-6600 (available Monday to Friday, 8 a.m. to 5 p.m.) to open a case record to allow the PUC to track the complaint.
Tips for Reporting Issues to Lumen
Call the Lumen Customer Support Line at (844) 304-5337 and input your zip code for the property experiencing a telephone outage or reliability issues when prompted.
You may report issues for yourself and your neighbors. A separate repair ticket will be issued for each address.
For tracking purposes, please retain the following information for each service issue and address:
- Approximate date of when the outage/reliability issue began;
- Date and time the problem was reported to Lumen;
- Involved phone number(s);
- Service address;
- Lumen ticket number;
- Brief description of the issue; and,
- Date issue resolved by Lumen.
Tips for Contacting the Oregon Public Utility Commission (PUC)
The PUC’s Consumer Services Team is also available to support the timely resolution of your service quality issues. Consumer Services is available Monday through Friday, 8 a.m. to 5 p.m. by phone or email, or you may file an online complaint. If calling outside of these office hours, please leave a detailed message.
Call: (503) 378-6600; (800) 522-2404; (TTY or dial 711)
Once a complaint is received, the PUC’s Consumer Services Team will:
- Contact each customer who submits a complaint.
- Inform that customer of the 48-hour timeline to resolve the ticket. The representative will provide their name and contact information for any follow-up.
- Send the information to Lumen’s Customer Advocacy Team in the event the ticket was issued greater than 48 hours prior to receipt of the complaint.
- Document all timelines on the repair tickets, and include docket UM 2206 on the complaint record.