IE09@vaxb.acs.unt.edu (07/15/90)
I quote from a letter from Southwestern Bell:
" Dear Mr. Bilger,
We are sorry we have been unable to identify the source of your
annoying calls. We have removed the line identification equipment
from your line. If you continue to receive these calls and wish to change
your telephone number, please call our business office. We regret we have
been unable to resolve this problem for you."
Ms. Rubell
Annoying Call Specialist
Southwestern Bell
Now, if I am not mistaken, with Caller ID in effect, The phone
company records every phone number that calls MY number. So they
should be able to look in their records of who called me and at what
times. Also, what else could the phone company use to trace these
annoying calls? And what can I do to argue about their incompetence
in this matter?
Thank you,
Jeff Bilgertelecom@eecs.nwu.edu (TELECOM Moderator) (07/16/90)
Jeff Bilger wrote to say the Annoyance Call Bureau of his local telco was unable to help him resolve the source of unwanted calls. They suggested he change his phone number instead. This sounds remarkably like a case I've just gone through here, although Illinois Bell was able to capture the calling number on four occassions, after some effort and aggressive efforts by myself to force the issue. In Mr. Bilger's case, I suspect the calls are from outside the local telco area, and the originating telco has not or will not supply the information to his telco. The best your local telco can do many times is locate the origin as being a circuit from elsewhere -- and unless the other telco cooperates (they may not have the technical capability to identify the caller), then resolving the problem is impossible at worst and difficult at best. What telco CAN do -- after you press the issue long enough -- is arrange to trace the call while you are on line with the caller, if the caller stays connected long enough. If it is a case where the caller rings, then disconnects immediatly when you answer, this is probably impossible. If you can argue with the caller, or otherwise get them to stay on the line for a few minutes, then your telco in cooperation with the other telco can frequently find the low-life slime making the call. Of course this requires some coordination, and extra expense for the telco. They'd rather just change your number, and will often times tell you there is nothing further they can do. You do not have to accept this for an answer, and can contact your local regulatory body for further assistance if necessary. Our situation here was that my brother innocently gave our non-pub number to our downstairs neighbor ... as it turned out, an NWW (not a well woman!) who began calling at all hours of the day and night and hanging up as soon as we answered. IBT's first suggestion was let's change the number. Why the hell should I have to change my number? My telephone number has been in use here for years. Why should *I* be inconvenienced? They finally agreed to have the Annoyance Call Bureau look into the matter. We got the police involved, and filed formal charges. The telco supplied the information on the four successful traps to the detective handling our case. The matter came to court last week, and the woman was found guilty and given six month's probation. But I have a further surprise for her: Now that the *criminal* side of the matter has been handled, I spoke with my attorney Friday and we will now file *civil* charges against her. We are asking for $1000 in damages. In addition, I filed a complaint with the Illinois Commerce Commission (which regulates telcos here) and asked the ICC to order Illinois Bell to disconnect the offender's service. This petition may or may not be successful, but in any event, the woman will need to hire an attorney to appear before the Commission to defend her and argue against the disconnection of her phone service. That should cost her a grand or so for an attorney licensed to practice before the Commission. I don't just get mad ... I get even. My advice to Mr. Bilger would be to begin with an informal complaint to the regulators, asking if telco could be instructed to make a better effort to resolve the problem. He might find telco very eager to cooperate when a 'commission complaint' came over the telex to the Business Office in his community. Please understand the pecking order at most telcos: When there are various things to be done (or not done) the general rule of thumb is that resolutions are sought out according to their importance. First, 'commission complaints' are attended to. Second, 'management complaints' are dealt with. These are typically subscribers who have appealed to the Chairman's Office. Third and last come the subscribers who wait meekly in line at the Business Office or who have called on the phone. In large cities such as Chicago, a telco representative actually is on the premises of the Commission at all times to talk to subscribers who choose to file complaints in that way. A telex message making an inquiry goes to the manager of the Business Office ... and they *do* respond to those in a timely fashion ... like twenty minutes to an hour later! Illinois Bell is required, in their telephone directories, to give the address and telephone number of the proper contact at the Commission for the purpose of making complaints the Business Office has been unable or unwilling to resolve. And frequently, it does work! Patrick Townson