If you have a question or complaint about your utility service, these "frequently asked questions" may be your quickest option, so read them first before contacting us. If this page does not help you, please contact us by clicking on the Complaint/Inquiry form at the bottom of this page.
Unless otherwise stated, these questions are for residential customers.
The Citizens Utility Board (CUB) is a nonprofit, nonpartisan, statewide
consumer group that was created by the Illinois Legislature in 1983, after
consumers overwhelmingly supported the creation of such an organization in a
state referendum. Our basic mission is to fight for the rights of customers of
regulated, investor-owned utilities across the state of Illinois. We have saved
consumers more than $10 billion over the years, by blocking or reducing massive
utility rate hikes and securing refunds for utility customers. The St.
Louis-Post Dispatch has called CUB the "gold standard" for consumer groups
nationwide. See the
CUB Act that created us.
What if I'm a customer of an unregulated utility company?
CUB's mission, as stated in the CUB Act, does not include companies that aren't
regulated by the state of Illinois. This includes: cable companies; cellular
companies; co-op/municipal electric, gas, and telephone companies; Internet/DSL
companies; and long-distance companies. However, we can tell you where to get
more information.
Cable TV
If you live in Chicago, you can file a cable TV-related complaint with the
city's
Cable TV Customer Service Unit, 312-744-4052. Otherwise, file a
complaint with the
Federal Communications Commission (FCC) or contact your cable
company. (If you don't know the phone number, look on your cable bill, or
go here.)
Although cable is not part of our mission, under the CUB Act, our organization
did push for a new, groundbreaking cable law that took effect on Jan. 1, 2008.
Read more about it here.
Cellular Telephone
CUB's Telecommunications webpage has a section called "Saving
Money on Cell Phones."
You can file a complaint with your cellular company, or with the
Federal Communications Commission (FCC).
Co-Op/Municipal
If you have a complaint about your electric cooperative, you have to take it up
with the cooperative's board. Likewise, with a municipal company you should
complain to your local elected officials.
For a list of electric cooperatives in Illinois, go to the
Association of Illinois Electric Cooperatives.
For a list of municipal electric companies, go to the
Illinois Municipal Utilities Association.
Internet/DSL
If you have a complaint against your Internet provider, contact the
Illinois Attorney General. If it involves possible fraud,
contact the
Federal Trade Commission.
Long Distance
Because CUB gets so many calls from long-distance customers, we do have a lot
of information on our
Telecommunications Page, under the section "Saving Money on Long
Distance." There we have a long-distance calculator that points you to low-cost
calling plans. We also have a special webpage about a CUB-negotiated
$20 credit for long-distance customers who sign up for one of
the best plans CUB has ever seen.
Do I have to sign up for a long-distance company?
No. If you make very few calls, drop your long-distance company and use a
prepaid calling card, 10-10 number, or your cell phone to make such calls.
Dropping your long distance means you have to call your local phone company so
it can complete the change, which it will do for a one-time fee of about $5 to
$10. Also ask your local company for "slamming protection" to make sure that
another company doesn't try to slap you with expensive local toll/long-distance
rates. It can do this "freeze" for free. Remember, even if you drop your
long-distance service, you can still make toll-free (1-800, for example)
calls—and you can receive long-distance calls.
What happens if there's a charge on my bill I don't recognize?
It could be the result of a scam called cramming. Just because a charge is on
your local bill doesn't mean it's legitimate. "Cramming" is when a carrier
slaps a charge on a phone bill for a service the customer never ordered or
received. Examples include unfamiliar charges for "voice mail," "personal 800
service," or vaguely described services, such as "new calling plan" or
"membership fee." If you are crammed, dispute the charge with the company that
assessed the fee. If the cramming company sent you a bill through your local
phone company, contact the local company to explain your complaint. Subtract
the amount you are disputing from your local bill when you pay it. Your local
phone company is required to take the charge off and send it back to the
company that billed you. That company then must prove the charge is authorized
or remove it. If you've already paid for unauthorized services, the guilty
company is required by law to refund your money. However, you first may have to
file a complaint with the
Illinois Attorney General.
What happens if my phone service is changed to another company without
my permission?
That's called "slamming." You've been "slammed" if your local or local
toll/long-distance service is switched to another phone company without your
consent. If you see charges from an unfamiliar company on your phone bill, call
the company and inform it that under Federal Communications Commission (FCC)
rules, you don't have to pay for the first 30 days of service. If you've
already paid the offending company, tell it you want to be credited for any
charges—or, at least, that you won't pay any rates higher than you would with
your chosen phone company. Call your local phone company and ask it to switch
you back to your original carrier and waive any fee it normally would have
charged you for switching. Finally, call your preferred carrier and make sure
you get back on the rates you had before you were slammed. If you encounter any
difficulty through this process,
contact the FCC, the
Illinois Attorney General or the
Illinois Commerce Commission (ICC) to file a complaint. You can
lessen the risk of this scam by asking your local phone company for free
"slamming protection," which means it will "freeze" your local toll and
long-distance carriers.
I'm having trouble switching phone companies. What can I do?
"Jamming" occurs when customers attempting to switch phone companies experience
an unreasonable delay in transferring the service from one company to another,
sometimes leaving them without any service at all.
Contact CUB, the
Illinois Attorney General, or the
Illinois Commerce Commission (ICC) if you are having difficulty
completing such a switch.
How is CUB fighting for lower rates?
CUB's legal and policy teams have saved consumers more than $10 billion over
the years by blocking or reducing massive utility rate hikes and securing
refunds for customers before the Illinois Commerce Commission (ICC), the state
body that regulates utilities. CUB is currently involved in several cases
before the ICC that affect your electric, natural gas, telephone, or water
rates. Some cases that we are involved in now include:
Ameren's $247 million gas and electric rate-hike plan. (Docket 07-0585,
07-0586, 07-0587, 07-0588, 07-0589, 07-0590)
ComEd's $361 million rate-hike plan. (Docket 07-0566)
To get more information on a certain case, go to the
ICC's "e-docket" page and plug in the docket number of the case
or
search
by company. Also, you can file a
public comment on ICC cases or call the ICC to let it know your
opinion, at 1-800-524-0795.
How do I get information about making my home more energy efficient and lowering
my utility costs, including more details about Compact Fluorescent Light bulbs
(CFLs)?
A good place to start is CUB's "
Get
Green" page, which is filled with helpful information about how
to cut your energy bills. The page includes a CFL calculator, which tells you
how much money you could save with those energy-saving bulbs. Take the "Get
Green Pledge," to use at least one of the bulbs in your home, and you will
qualify for contests to win up to 50 bulbs for your home and up to 10,000 for
your community!
Does CUB recommend that I sign up for real-time pricing (hourly electric
pricing)?
Real-time pricing is a new program for Ameren and ComEd customers. If you
choose to sign up for real-time pricing, you will get charged a price for the
power you use that changes each hour according to the actual market price. The
right customers could save money on their electric bills. See if you're the
right candidate for
real-time pricing.
I'm on a real-time pricing program and I have complaints about it. Who do I
contact?
What are the new gas companies operating in my area?
Are the offers from unregulated gas companies good deals?
CUB has issued consumer alerts about the plans sold by these unregulated gas
companies. Our
Gas Market Monitor shows that most of the plans are losing or
have lost money. (See our IGS Energy fact sheet for one exception.) Consider
these offers carefully before you sign up and compare the prices (plus extra
fees) to what the regulated utilities charge. Read about the offers in our
special fact sheet for
Nicor Gas customers and
Peoples Gas/North Shore Gas customers.
Do I have to switch to an unregulated gas supplier?
Absolutely not. You can stay with your regulated utility at prices that are
approved or reviewed by the Illinois Commerce Commission (ICC).
How can I cancel service with an unregulated gas supplier?
The unregulated companies usually have an "opt-out period" during which you can
leave the contract without paying an exit fee of potentially hundreds of
dollars. Always know exactly when this period begins and ends. Remember, this
is a legal contract, so once you've signed it, you're bound by the agreement
and its cancellation fees. Don't do business with these companies until you
fully understand the offer.
Is Nicor Advanced Energy or Nicor Services the same as Nicor Gas?
No. Nicor Gas is the traditional regulated utility. Nicor Advanced Energy and
Nicor Services have almost identical names and logos, but they are unregulated
gas companies. That means they can charge whatever they want. Nicor Advanced
Energy and Nicor Services are sister companies of Nicor Gas, but that doesn't
guarantee their prices and services are better than any other company. Read our
fact sheet about Nicor Advanced Energy and its "Lock 12" plan
and Nicor Services and its "Fixed Bill" plan.
What is AT&T's new late charge?
In the fall of 2007, AT&T announced that it was changing the fee it charges for
past-due bills from 1.5 percent of the past-due bill to $7 a month AND 1
percent of the past-due bill. After many customers complained, AT&T changed its
policy. As of Jan. 1, 2008, AT&T charges $5 a month OR 1 percent of the
past-due amount, whichever is greater.
When can my electric/gas company disconnect my service?
A utility may disconnect your service if:
—You fail to pay a current bill and make no payment arrangements.
—You fail to make payments in accordance with the terms of a deferred-
payment plan.
—You refuse to pay a legitimate security deposit request.
—You tamper with utility equipment or benefit from tampering.
—You refuse the utility access to your meter after you have received four
estimated bills in a row and the utility has made a written request for access.
—Dangerous conditions exist.
Before your service can be disconnected, the utility must mail a notice to you
eight days prior to shutoff or hand-deliver the notice five days prior to
shutoff. The notice must detail the amount of past due bills triggering the
disconnection and provide you with information on how to contact the utility to
make payment arrangements.
When CAN'T a utility disconnect my service?
A utility cannot disconnect your service:
—After 2 p.m.
—When it is below 32 degrees or expected to fall below 32 degrees within
the next 24 hours and when disconnection would mean the loss of your heat.
—On any day before a weekend or holiday when temperatures are expected to
fall below 32 degrees and when the disconnection would mean the loss of
your heat.
—If you have a medical certificate on file with the utility stating that
the disconnection would aggravate an illness in the household. (See "If I have
a medical condition..." below.)
Between Dec. 1 and March 31, special rules apply to utilities that provide or
control a customer's primary heating source. For example, if you need gas to
run your boiler or electricity to run the fan on your furnace, the utility must
offer you a deferred payment plan prior to disconnection, even if you have
broken an agreement in the past. The utility also must contact you to discuss
the bill and notify you of any energy-assistance programs that might be
available. The company also must wait six business days after notification to
allow you time to make arrangements to pay the bill.
What can I do to avoid disconnection?
Once your service is shut off, you are no longer considered a customer of the
utility and you lose your rights as a customer. The means the utility can
demand payment of the entire past-due amount up front, plus a security deposit,
plus a reconnection fee.
You can avoid disconnection if you enter into a deferred payment arrangement to
pay off your past-due bills The utility must give you a deferred payment plan,
if you request it, as long as you have not been disconnected and have not
defaulted on such a plan in the past 12 months.
If you receive a disconnect notice, contact the utility immediately and try to
make payment arrangements. If you find the utility unresponsive, call CUB's
Consumer Hotline, at 1-800-669-5556 (Monday-Friday, 9 a.m.-2 p.m.), or the
ICC's Consumer Services Division, at 1-800-524-0795 (Monday-Friday, 9 a.m.-5
p.m.).
If you need help paying your electric and gas bills, check with
LIHEAP—the Low Income Home Energy Assistance Program—to see if
you are eligible for financial assistance. Note that rules on disconnection are
more lenient if you are LIHEAP eligible.
Get more details.
If I have a medical condition, can that stop my utility company from
disconnecting my service?
If getting disconnected would aggravate an illness of a member of your
household, you may postpone disconnection for two consecutive 30-day periods in
any 12-month period. To do this, you must...
1. get a notice from your doctor;
2. agree to a deferred payment plan to pay off your past due amount;
3. continue to pay your current bills.
Here's more information on the requirements to get a
medical certificate.
I live or am moving into an apartment. What are my rights as a utility customer?
There are many utility-related disputes tenants can fall into with their
landlords. CUB has a
fact sheet to help you avoid those pitfalls.
For Chicago tenants, you should know that city law gives you the right to get a
report of the previous year's heating costs before you sign your lease. This is
called a "heating disclosure." The form must be printed from the City of
Chicago's website, filled out by you, and submitted to ComEd (electric heat) or
Peoples Gas (gas heat). The utility companies will then fax or mail the
requested heating information back to you.
Here's the form.
For more information about your rights as a tenant, check with the
Illinois Tenants Union, which also points to
other helpful agencies.
Can a utility disconnect my service if I refuse to pay a deposit?
Yes. A security deposit is an upfront payment the utility can request in
addition to your monthly utility bills. A utility can request a deposit for a
number of reasons, including:
—If you are applying for new service and have failed to pay an overdue
bill at a previous address.
—If you have had utility service for less than two years at your current
address and have paid late four or more times in a 12-month period.
—If you have tampered with utility equipment or benefited from tampering.
—If you have had utility service disconnected and are seeking
re-connection.
The utility must calculate the deposit based on the last 12 months of your
home's usage, adjusted for changes in weather conditions. Using that average,
the company cannot request more than one-sixth of your annual bill.
Remember, a utility cannot demand a security deposit after you have had
continuous service for more than two years, regardless of the number of late
payments you have made. The only exception to this rule is if you have been
disconnected, tampered with utility equipment, or benefited from tampering. You
still can be charged late fees and you are always subject to disconnection for
non-payment of bills.
Also note that the utility must give you a deposit receipt, or certificate of
deposit, including your name and address, the type of service, the amount of
deposit, the interest rate, the date, and a serial number. Keep this receipt,
and any cancelled checks, until your deposit has been refunded to you.
Do I have to pay a utility deposit all at once?
You must pay at least a third of the amount requested by the utility within 12
days of receiving the deposit request. You are allowed an additional two months
to pay the balance.
Between Dec. 1 and March 31, the rules for deposit requests ease up a bit if
you need the utility service to have heat in your home. During this period, you
cannot be required to pay more than one-fifth of the deposit within 12 days of
receiving the request and you have four months, instead of two months to pay
off the balance.
When will I get my utility deposit back?
Once you have established a satisfactory payment history with the utility
company, it must refund the deposit to you with interest (based on the U.S.
Treasury rate at the time). You are entitled to have your deposit refunded
after 12 months, unless:
—You have been disconnected for non-payment during those 12 months.
—You have paid late more than three times during that 12-month period and
have had continuous service for less than two years.
—You have paid late more than five times during that 12-month period and
have had continuous service for more than two years.
—You have past-due bills outstanding.
—You have tampered with or benefitted from tampering with utility
equipment.
Deposits must be refunded by check, not as a credit on bills, with interest at
the standard rate set by state regulators. If you are not eligible for a
refund, you should receive interest on your deposit annually, as a credit on
your bill.
What should I do if I paid my deposit and never received a refund?
Contact your utility immediately and reference the certificate of deposit to
find out what the problem is. If the company's answer isn't satisfactory to
you, call CUB.
When you pay the deposit, the utility must give you a receipt, or certificate,
including your name and address, the type of service, the amount of deposit,
the interest rate, the date, and serial number. It is important that you keep
these receipts, along with any cancelled checks, until your deposit has been
refunded to you.
When can a utility charge me a deposit for my commercial account?
Under Illinois regulations, a utility company can charge you a deposit WITHIN
the first 24 months of service if you pay late four times (if your bill is
monthly) and if you or somebody else tampered with the utility's equipment,
including the meter.
AFTER the first 24 months of service, commercial customers can get slapped with
a deposit if they pay late three times (if billed bi-monthly) or six times (if
billed monthly) over any 12-month period. You also will get charged a deposit
if you tamper with the utility's equipment, if you apply for service, or if you
are reconnected.
The amount of the deposit for small businesses (fewer than 50 employees) is
one-sixth of the annual bill. For larger commercial entities it's one-third of
the annual bill.
What should I do if I feel my bills are too high?
If your utility bills seem too high, or take a sudden jump from one month to
the next, scan your bill carefully and ask these questions:
Is your bill being estimated?
If your gas or electric bill has the word "estimated" or "EST" on it, that
means the utility did not actually go to your home to read the meter. It
estimated your bill based on last year's usage for the same month, adjusted for
weather. Companies should only estimate your usage every other month. If your
bill has been estimated two consecutive months and you believe it is too high,
call the utility, ask why it's not reading the meter, and request an actual
reading. For more on estimated bills, read
CUB's rules to live by. One way to prevent estimated bills is to
read the meter yourself.
CUB has a fact sheet about that.
Are you paying for the wrong meter?
If you live in an apartment, or any multi-unit dwelling, always read your bill
and make sure the utility company has your correct unit number, meter number,
and rate. CUB gets many complaints from consumers who are getting charged for
the wrong meter or are being slapped with a higher commercial rate for their
electric and natural gas service, rather than the proper residential rate. Even
if you live in a single-family home, it's important that you read your bill
carefully to make sure you're not getting charged for your neighbor's usage. If
you think something may be wrong with the meter reading, call your utility.
Is your meter working properly?
If you think your meter is not accurate, call the utility. You're entitled to
one free meter test per year. You have the right to be present during the test
and to receive a written report of the results. Also, you can call the Illinois
Commerce Commission (ICC) and ask the ICC to "referee" the test. For a small
fee, an ICC official can be present for the meter test.
Are you with an unregulated supplier?
Northern Illinois consumers can choose a company other than their regulated
utility—Nicor Gas, North Shore Gas, or Peoples Gas—to supply them with heating
fuel. CUB often gets complaints from consumers who say they were switched to
one of these unregulated competitors without their consent. Often consumers are
switched to higher rates than what they would have paid to the utility. Read
our fact sheets—one for
Nicor customers and one for
Peoples/North Shore customers—and check out our
Gas Market Monitor.
Also, always look for strange/unfamiliar charges on your bill. You may be
getting charged for a service you didn't request.
How do I dispute a charge on a bill?
If you believe you have been overcharged on a utility bill, and the company
does not adequately resolve the problem, you can dispute it. While you are
disputing charges on your bill, you cannot be disconnected for non-payment as
long as you pay the greater of these two options:
1. the undisputed portion of the bill; or
2. an amount equal to last year's bill for the same month, adjusted for
weather.
Remember, you have to pay in full all future bills that aren't in dispute.
To dispute charges, first contact the utility company at the phone number
listed on your bill. State your problem, and tell the company you want to
formally dispute the charges. Inform them that you know your rights and will
not be paying the disputed amount until the problem is resolved. Keep a
detailed log of all contacts with the utility, including the time, date, person
you spoke with, and substance of the conversation. Also keep copies of the
relevant bills, receipts and any documents or letters from the company
regarding your complaint.
If the consumer service representative you speak with is not responsive, it is
your right to speak with a supervisor. If you still cannot resolve the problem,
you may need to lodge your complaint with the
Illinois Commerce Commission (ICC).
How can I reduce my bills?
For those of you having trouble paying your bills, see if you qualify for
Lifeline (assistance to pay your phone bill) and
LIHEAP (assistance to pay your energy bills) funding.
Also, stop at CUB's "
Get
Green" site, for tips on how to cut your electric and natural
gas bills through such measures as buying highly efficient, money-saving
Compact Fluorescent Light bulbs (CFLs). (See also How do I get information
about making my home more energy efficient and lowering my utility costs,
including more details about Compact Fluorescent Light bulbs (CFLs)?)
Also,
CUB's Phone Cost-cutting Kit, on our telecommunications page, is
loaded with helpful tips on how to cut your bills. Start with our Rules to Live
By—
one
for AT&T customers, and one for
other customers across the state.
Feel free to call us (1-800-669-5556) for a free phone-bill analysis, or
analyze your AT&T local bill with our
Local Phone Cost-cutter.
Read about the
Consumer's Choice local-calling plans, which AT&T is forced to
market under a legal settlement with CUB. We designed these plans, which cover
local calls, to save most consumers money.
For long-distance service, check out our
Real Deal Guide to Long Distance, and get information about the
$20 credit CUB secured for Illinois consumers who sign up for
one of the best long-distance deals we've ever seen.
What is Comcast Digital Voice service?
It's the Comcast version of the Voice over Internet Protocol (VoIP) phone
service that has become more and more popular in recent years. VoIP plans
typically charge a flat monthly fee for local and long-distance calling and a
lot of calling features. Read
CUB's fact sheet on VoIP.
VoIP phone service sends calls over a broadband Internet connection, but
Comcast argues that its Digital Voice service is different. You do NOT need to
pay extra for broadband Internet to use Comcast Digital Voice. The company
installs a device called an eMTA (embedded Multimedia Terminal Adapter) that
connects your phone and your cable modem, so the call can travel over Comcast's
"advanced broadband network" until it hits the traditional phone system to get
to the phone you're calling. It's not immediately clear how much of a benefit
this is over other VoIP services that travel over the public Internet—other
than the fact that you don't have to pay extra for the broadband connection.
You do have to pay extra for a high-speed Internet connection with another
company, such as Vonage.
For customers who make a lot of calls and want a lot of features, this could be
a good deal, because its price compares very well to other flat-rate plans.
Plus the features can be nifty, including being able to check your voice mail
online, and receiving e-mail alerts about a new voice mail.
VoIP is an exciting new technology, but it's not right for everyone. The fine
print on the company's own website points out potential problems: Comcast
Digital Voice, including 911 service, "may not function during an extended
power outage, network congestion, network/equipment failure, or another
technical problem." (The eMTA could potentially serve as a backup power source
for outages that last several hours.) The 911 service requires you to notify
the company of your address so authorities can locate your home in
an emergency.
What are my rights when it comes to electric outages?
The Illinois Public Utilities Act calls for ComEd customers to be eligible to
get compensated for damages caused by power outages that:
1. are due to ComEd's negligence; and
2. affect more than 30,000 customers; and
3. continue at least four hours; and
4. result in the transmission of power of less than 50 percent.
Outages that are due to bad weather or customer tampering are exempt.
If you are a victim of a power outage or surge that fits this criteria, you can
fill out a
ComEd claim form, which also explains your rights. CUB supports
legislative proposals in Springfield to give Ameren customers the same rights.
What if my claim is denied?
Does CUB provide financial assistance?
No, CUB does not provide financial assistance to utility customers, and
unfortunately, among agencies/groups that do provide assistance, the funds run
chronically low. However, we can refer you to these agencies/groups for help in
paying electric, gas and telephone bills.
Where can I get help in paying my electric and gas bills?
For questions about assistance for electric and gas bills, contact
LIHEAP—the Low Income Home Energy Assistance Program. You also
can try contacting your local Salvation Army.
How can I get help paying for my phone service?
Most, but not all, phone companies participate in two federal programs that
help make local service affordable for low-income customers. Recipients of
Medicaid, Food Stamps, Supplemental Security Income (SSI), Federal Public
Housing Assistance, or Low-Income Home Energy Assistance Program (LIHEAP) help
are all eligible for these programs.
The Lifeline
program provides a monthly discount on local phone bills. The
Link Up program helps pay the one-time service-installation charge. For
information on how to enroll in these programs, call your local phone company
(AT&T: 1-888-256-5378, Verizon: 1-800-483-4000).
Among some of the other major phone companies in Illinois, a CUB review found
that Comcast Digital Voice does not participate in the Lifeline or Link Up
programs, but Frontier, Gallatin River, Consolidated, and MCI do. But always
call your company to make sure.
You can help fund these programs by making tax-deductible contributions on your
phone bill to the Universal Telephone Assistance Corporation (UTAC), a program
established by the state Legislature. Call your local phone company about it.
How do I become a CUB member?
You can become a CUB member by making a yearly donation of $10 (about 84 cents
a month). We are a nonprofit group and we count on donations from Illinois
consumers to keep fighting for lower telephone, natural gas, and electric
rates. Call CUB, at 1-800-669-5556, to become a member and receive our
quarterly newsletter, The CUB Voice. You also can
donate online. All of CUB's services are free, including a legal
team that has saved Illinois consumers more than $10 billion by blocking rate
hikes over the years. Please help CUB help you save by keeping those services
up and running.
How can I reduce the amount of solicitations I receive from CUB?
Asking for money is one of the hardest jobs any non-profit, public interest
organization has. But, since most of our budget comes from our members, we've
got to do it. CUB sends out two different types of fundraising requests. First,
at the beginning of the year, we ask all our members to renew their support for
the coming year. In addition, throughout the year we send letters updating
members on the important utility battles we're waging and asking them to
support those efforts. A contribution in response to any mailing during the
12-month period will maintain your CUB membership. If you'd like to receive
less mail from CUB, simply call the CUB office at 1-800-669-5556 and ask to
have your name flagged for RENEWAL ONLY. After that, you'll only receive the
renewal mailings at the beginning of the year.
Another way to eliminate solicitations is to become a "sustainer"—someone who
gets a certain donation deducted from their credit card monthly or even yearly.
This is the most efficient way to give to CUB because it saves us money on
postage and printing costs for the solicitations. CUB has an
online form to sign up for our "sustainer" program.
What if I have a question or complaint about the content of the solicitations?
How can I update/change my membership information?
To update your membership information, you can go to
a special page on CUB's website. Or you can call CUB, at
1-800-669-5556, and we will make the appropriate changes in our membership
database.
How do I find out when CUB will be in my area?
Look at CUB's
calendar of events, which should tell you the public events we
are holding over the next month.
How can I request a CUB representative to speak to my group?
Because our tiny staff covers the entire state, we try to schedule events for
audiences of at least 50 people. If you are part of a group, agency, or
organization that could plan an event with at least 50 people CUB would be more
than happy to consider holding a speaking engagement or other event, such as a
free phone-bill clinic, in which consumers learn how to cut their
telecommunications costs. Call 1-800-669-5556 and ask for
Outreach
Coordinator Shari Currie, at extension 118.
What's this I hear about $10 DSL?
AT&T has been offering $10 per month DSL (Digital Subscriber Line) service as a
condition of its merger with BellSouth last year. This is the cheapest we've
ever seen the service offered. However, the speed is about half what it is for
most DSL service, and you may not meet the requirements of this offer. Read
CUB's
fact sheet on DSL.
Why can't I get AT&T DSL in my neighborhood?
CUB fought for the Illinois Telecommunications Act of 2001, which required AT&T
to provide high-speed Internet service (a.k.a. Digital Subscriber Line, or DSL)
to 80 percent of its customers in a few years. In 2006, under a legal
settlement with CUB, AT&T was ordered to provide DSL to about 95 percent of its
customers in the Chicago-area by October 2007.
While the company made these benchmarks, we still get complaints from consumers
frustrated by the lack of access to DSL. If you are in area where the service
is supposed to be available but you are unable to obtain it at your home, we
will submit an inquiry on your behalf to AT&T. Just use
CUB's complaint/inquiry form.
While telecommunications companies are obligated by state and federal policy to
make telephone service universally available, the Internet industry is
different. AT&T is not mandated to offer DSL in specific neighborhoods. Aside
from offering general guidelines, federal regulators leave it up to companies
to make their own decisions about Internet deployment. The general philosophy
is that the companies will respond to consumers' needs for widespread Internet
service to increase their bottom lines.
While it's no guarantee AT&T will suddenly offer DSL in a certain neighborhood,
CUB encourages consumers with complaints about the lack of Internet
availability to let the company know.
What should I know about the conversion from analog to digital cable?
The Deficit Reduction Act of 2005 requires television stations to broadcast in
a digital format only by June 12, 2009. Supporters of the transition say
digital TV will allow stations to offer better sound and picture quality and
more programming choices. While this may require no change for many households,
others will have to take steps to keep from losing TV service. You will be
affected if you...
-use an antenna (a.k.a. rabbit ears) on your set; and
-have a set equipped with analog tuners;; and
-do NOT subscribe to cable, satellite, oor a phone company service provider.
You can check whether your TV is equipped to handle digital signals, by reading
the owner's manual to see if your set has a digital tuner.
If you have an analog set and want to continue to get TV service you have three
options:
-Buy a new TV set.
-Subscribe to a TV service, such as cablle or satellite, that so you can
continue to use your old analog TV set.
-Buy a digital television converter box that can plug into your analog TV set.
Click here to learn more about the
federal government's $40 coupon to help consumers buy these
boxes, which are expected to cost $50 to $70 at retailers.
For more information on what you have to do before June of 2009, go to this
website built by the
National Telecommunications and Information Administration, a
bureau of the U.S. Department of Commerce.
We hope you found these Frequently Asked Questions helpful. If not, you can file a
Complaint/Inquiry with CUB.
Please note that in observance of the holidays, our office hours will be between 9:00 a.m. and 1:00 p.m. on Monday, December 21st and Tuesday, December 22nd; and between 9:00 a.m. and 12:00 p.m. (noon) on Wednesday, December 23rd. We will be closed all day Thursday, December 24th through Sunday, January 3rd. Online complaints received after 5:00 p.m. on Tuesday, December 22nd will be begin to be responded to on Monday, January 4th on a first-come, first-serve basis.
DO NOT COMPLETE THIS FORM IF...
1. This is an urgent or time-sensitive matter. Call our office during the above-specified dates and times, at
1-800-669-5556. Or call the Illinois Commerce Commission (ICC), at 1-800-524-0795, between 9:00 a.m. between 5:00 p.m., Monday through Friday.
OR
2. You already have filed a complaint with the ICC.
Depending on the nature of your complaint, please know that it will be sent to
our contacts at the utility companies.
Note: If you have questions or complaints about CUB's website or CUB
membership, please use
this form.