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Dec 14, 2014 9:28 PM

Rochester man says internet service has been out for 3 weeks


ROCHESTER - Bob Jaffin says his internet and phone services haven't been working properly for nearly 3 weeks.

He says his provider, Fairpoint, has also failed to address ongoing problems.

"I can't get an answer, I'm being stonewalled," Jaffin told NH1 News. "To me, that's unacceptable."

The telecommunications company provides internet and phone service in New Hampshire. They've made headlines continuously after widespread outages over the past few weeks - including separate occasions that impacted 9-1-1 services in New Hampshire and in Vermont.

The governors of both states have called for an end to the ongoing strike of Fairpoint workers, which started on Oct. 17, but it continues after nearly two months.

"I have zero. Nothing. Nada," Jaffin said.

After a major storm on Thanksgiving that knocked out utility lines across the state - including in Rochester - Jaffin said things started to go down.

"The modem is not syncing," he said.

Jaffin says Fairpoint sent multiple technicians to his home on Dec. 1, but service has been out since.

"I still do not have any form of internet service and I still cannot get incoming phone calls," he said.

Jaffin teaches college courses online - and uses his home computer to read papers and review student presentations.

Lately, he says he's been forced to find internet elsewhere - eating up data on his cell phone and working on his laptop using WiFi elsewhere.

However, Jaffin insists he isn't being ignorant to Fairpoint's current situation: an ongoing strike, effects of a storm and an ongoing battle with vandalism.

"But that still doesn't excuse not having to plan, and not being prepared to support your customers," he said.

In New Hampshire, the Public Utilities Commission does not regulate internet service. Complaints can still be filed with Attorney General's Consumer Protection Division, but the state says complaints should first be filed with the utility directly.

Fairpoint did not respond to email requests for comment.

A customer service representative told NH1 that a home phone number provided by Jaffin did not match their account records, and that there was no report of internet or phone outages near Jaffin's home on Sunday evening.


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