The state Public Service Commission has opened a general investigation into quality of telephone service provided by Verizon West Virginia, according to an order filed Monday.

In May 2008, PSC staff and workers with the PSC's Consumer Advocate Division filed a petition for the investigation, alleging persistent quality and customer service issues.

"We are happy that they [PSC] decided to start the general investigation," said Byron Harris, head of the Consumer Advocate Division. "The next step is information gathering from the company, including what they have done to address ... problems, or what they haven't done as it may be."

Verizon West Virginia President B. Keith Fulton said the company is focused on customer service.

"We take service problems seriously," he said in a prepared statement. "We will continue to work closely with the Consumer Advocate Division and commission staff to ensure that our customers get the best service possible."

This is not the first time Verizon has come under fire for alleged poor service. In 2006, the PSC dismissed a general investigation against Verizon after the company agreed to take certain action to improve service.

PSC staff allege in the petition filed in May that Verizon didn't meet those obligations.

In the 2006 dismissal, the PSC warned that "a general investigation may be later instituted, should Verizon's service quality levels deteriorate."

The state Public Service Commission has opened a general investigation into quality of telephone service provided by Verizon West Virginia, according to an order filed Monday.

In May 2008, PSC staff and workers with the PSC's Consumer Advocate Division filed a petition for the investigation, alleging persistent quality and customer service issues.

"We are happy that they [PSC] decided to start the general investigation," said Byron Harris, head of the Consumer Advocate Division. "The next step is information gathering from the company, including what they have done to address ... problems, or what they haven't done as it may be."

Verizon West Virginia President B. Keith Fulton said the company is focused on customer service.

"We take service problems seriously," he said in a prepared statement. "We will continue to work closely with the Consumer Advocate Division and commission staff to ensure that our customers get the best service possible."

This is not the first time Verizon has come under fire for alleged poor service. In 2006, the PSC dismissed a general investigation against Verizon after the company agreed to take certain action to improve service.

PSC staff allege in the petition filed in May that Verizon didn't meet those obligations.

In the 2006 dismissal, the PSC warned that "a general investigation may be later instituted, should Verizon's service quality levels deteriorate."

In 2006, the Consumer Advocate Division received 1,596 complaints concerning Verizon. In 2007, that number rose to 1,970.

Through April, there were 806 complaints, setting a pace for more than 2,000 complaints this year, Harris said.

Verizon officials contend that customer service problems are limited.

"Our phone service in West Virginia is solid," spokesman Harry Mitchell said in May. "Ninety-nine percent of customers don't have an issue."

On Wednesday, Fulton echoed that thought.

"Verizon and its employees are focused on delivering high-quality service to all customers in West Virginia," he said. "And, by and large, we do a solid job of it."

The company has set up a dedicated phone number and e-mail for customers who still have problems after repair workers have visited. The number, (888) 331-4711, and e-mail, wvcustomerc...@verizon.com, were set up in May.

Reach Sarah K. Winn at sarahkw...@wvgazette.com or 348-5156.