Small business internet and telecom outages: evidence first

What to take away

The CPUC complaint path for a Californian business

The California Public Utilities Commission (CPUC) handles complaints about telecommunications carriers, including business internet and voice services. If your business internet fails and the carrier will not fix it, the CPUC is the state agency that can review the dispute.

Start by filing an informal complaint with the CPUC's Consumer Affairs Branch (CAB), using the CPUC's online complaint form or mail. The CAB forwards it to the carrier and asks for a response. This step is free and does not require a lawyer.

If the informal complaint does not resolve the issue, you can file a formal complaint, which starts a legal process. The right to complain comes from Public Utilities Code section 1702, which allows a complaint about any act or omission of a public utility that violates a law or a CPUC order or rule. Formal complaints follow Rule 13 complaint procedures; confirm the current filing fee and filing instructions with the CPUC before submitting.

A formal complaint is assigned to an administrative law judge. Before filing, confirm the current requirements for serving the carrier, including any deadline, in the CPUC's current instructions and Rule 13.

The CPUC complaint path is separate from the FCC complaint process. The FCC handles interstate and international communications, while the CPUC handles intrastate matters. For business internet that crosses state lines, you may need to file with the FCC. The FCC Consumer Help Center explains how to file a complaint when business internet fails.

Before filing, check if your carrier is regulated by the CPUC. Most incumbent local exchange carriers and competitive local exchange carriers are. Cable companies and wireless internet providers may not be under the same CPUC service quality rules, but the CPUC still accepts complaints about them.

A dispute focused only on a price or term in a privately negotiated contract may not fit the service-quality complaint route described here. Identify the tariff, rule, or other issue you believe applies rather than assuming the CPUC can rewrite a contract.

For outage diagnosis before you escalate, see our guide to managing business internet properly.

Service quality rules carriers answer to in California

California service quality requirements for telecommunications carriers can come from the CPUC's General Order 133-B, other decisions, and filed tariffs. Which repair, installation, or notice requirements apply depends on the service and provider.

General Order 133-B and any applicable CPUC decision or filed tariff are the records to check for service quality standards. The standard that applies depends on the service and carrier; do not assume every business internet service is covered alike.

Do not apply a generic repair window to every business internet or voice line. Identify the service class and check the applicable filed tariff or CPUC decision before claiming that the carrier missed a repair deadline.

Do not assume a single notice period applies to every service. In your complaint, identify whether the outage was planned or unplanned, what notice or updates you received, and the tariff or rule you believe governs.

The CPUC can fine carriers for violations. It can also order refunds and credits. The rules are enforced through complaints and audits.

Not all internet providers are covered. Cable modem service and wireless broadband are generally not subject to the same CPUC service quality rules. However, the CPUC may still investigate complaints about those services under its general authority.

If your business relies on voice services, the CPUC has additional rules for 911 and lifeline services. Those are not the focus here, but they show the commission's reach.

When you cite service quality rules in a complaint, reference the specific General Order or CPUC decision. You can find CPUC decisions and orders on the CPUC website. For federal service quality orders, the FCC Commission Documents page has official documents for citing service quality orders.

If the dispute includes a bill or service credit, our business internet pricing guide explains which charges to review.

What counts as evidence before you file

Evidence is the difference between a complaint that gets acted on and one that gets dismissed. The CPUC expects you to show what went wrong, when, and how it affected your business.

Start with your carrier ticket history. Save every ticket number, date, and representative name. Note the times you called and the promised resolution dates.

Keep a log of outages. Record the start and end time of each outage, the services affected, and any error messages. If you have a network monitoring tool, export the logs.

Speed tests are useful. Run tests during and after the outage, and save the results with timestamps. Use a wired connection if possible to avoid Wi-Fi variables.

Billing records matter. If you were billed for a period when service was down, keep the invoices. Highlight the charges you dispute.

Written communications with the carrier are strong evidence. Save emails, chat transcripts, and letters. If you spoke by phone, follow up with an email summarizing the call.

Witness statements from employees can help. A signed statement from your IT manager or office manager describing the impact adds weight.

Finally, document your losses. Lost sales, missed deadlines, and overtime pay are examples. The CPUC may not award all damages, but the record supports your case.

Use this checklist before you file:

Keep the file after the complaint closes. Store digital copies in one folder and name them consistently, for example 2026-09-13_Outage_Log. Keep a single timeline in date order: when the outage started, when you called, what you were told, and when service was restored.

Save original emails rather than summaries. Review your contract for notice requirements as well. Many contracts set a typical window of 15 to 30 days to notify the carrier of a dispute, and missing that deadline can weaken your claim.

For a reusable evidence-folder naming approach, see our setup and troubleshooting guide.

Escalation order: carrier ticket, executive office, then CPUC

Escalate in the right order. Skipping steps can weaken your complaint because the carrier will argue you did not give it a chance to fix the problem.

At each step, give the carrier a deadline. For example, "If I do not receive a resolution by [date], I will file a complaint with the CPUC." This creates a record of your efforts.

When you file with the CPUC, include your escalation history. The CPUC will see that you tried to resolve the issue directly.

If your contract has a dispute resolution clause, check it. Some contracts require arbitration or mediation before regulatory complaints. Our article on negotiating a business internet contract covers clauses worth pushing on.

FTC contract resources are not a substitute for CPUC filing instructions. Keep the complaint focused on the carrier's service, the applicable tariff or rule, and the remedy you are asking the CPUC to consider.

Credits, refunds, and what the commission can and cannot order

The CPUC can order credits and refunds for service outages that violate its rules. The amount depends on the length of the outage and the applicable tariff or contract.

For voice services, tariffs often specify credits for out-of-service periods. For business internet, the contract may have a service level agreement (SLA) with credits. The CPUC can enforce those terms if they are part of the tariff.

The CPUC cannot order damages for lost profits or consequential damages in most cases. It focuses on direct refunds and credits. It can also order the carrier to fix the problem and comply with rules.

The CPUC cannot change the terms of a freely negotiated contract unless the contract violates public policy. It also cannot order a carrier to provide service if the carrier does not offer it in your area.

If you are seeking compensation for business losses, you may need to go to court. The CPUC complaint can establish a record, but it is not a substitute for civil litigation.

Keep in mind that credits are often limited to the monthly recurring charge for the affected service. For example, if your internet was down for three days, the credit might be prorated. Check your contract and the carrier's tariff.

Suppose your circuit bills at $600 a month and service is out for three full days. A pro rata credit is $600 divided by 30 days, or $20 a day, so three days comes to $60.

If your service level agreement instead credits a percentage of the monthly charge per day out of service, say 5 percent, the same outage gives $90. The tariff or the agreement decides which method applies.

For the cost side of a credit claim, see the notes on buying starts with what the extra money covers.

FCC databases and the FTC Legal Library may offer separate federal or consumer-protection context, but they do not identify which CPUC tariff or service quality rule applies. For that, check the applicable CPUC decision, General Order, and carrier tariff.

Common questions