Verizon can hear you now, pledges infrastructure changes

TRENTON - South Jersey residents may soon see improvements to their Verizon-based phone and internet service, the company recently told the state.

In a Sept. 19 letter to the New Jersey Board of Public Utilities — the regulatory body over utility companies operating in the state — Verizon outlined its proposal for upgrades to the company’s copper-based landline phone system and internet service in rural southern parts of the state.

They include the planned installation of broadband and fiber-optic facilities in the Salem County township Lower Alloways Creek; along with a project currently underway that would relieve DSL congestion in townships in Atlantic, Cumberland, Gloucester and Salem counties; and other plans to improve its copper network across the bottom half of the state.

“Providing reliable service to our customers continues to be a top priority for Verizon, and we have taken the service issues raised by some of our customers in southern New Jersey very seriously,” wrote Ava-Marie Madeam, vice president of State Government Relations for Verizon. “Verizon will continue to take steps to improve plant conditions and decrease trouble reports in southern New Jersey by utilizing all our resources to target problem areas.”

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While the company says it is making progress in addressing its customers’ concerns, local representatives are saying the company could do more.

Specifically, State Sen. Jeff Van Drew said the company’s commitment is a “positive step forward,” but is also calling for the more reliable fiber-optic FIOS network, which is commonly found in North Jersey.

“I’m appreciative that Verizon has committed to making some of the needed improvements to its infrastructure in South Jersey,” Van Drew said in a statement to media outlets. “I want to be clear that this is important progress, but it is not enough to ensure appropriate service for our residents. Families in South Jersey deserve access to the 21st Century technology that is afforded to people across the state and affects everything from education to business and the safety of our communities.”

Van Drew continued, “Our ultimate goal must be for full FIOS coverage in all of South Jersey, and I am urging the BPU to order Verizon to make that investment.”

Van Drew represents Atlantic, Cape May and Cumberland counties.

Verizon’s vowed commitment follows a recent public hearing held by the BPU and called for by Van Drew himself.

Overall, 17 towns have filed petitions since 2015 with the BPU complaining about the cable giant’s local service.

Residents have argued Verizon’s infrastructure in South Jersey has left some areas with either no reception or spotty coverage, affecting everything from local businesses to family lifestyles.

“The service issues raised by some of our customers in southern New Jersey have been and will continue to be a very high priority for Verizon because we are committed to providing quality reliable service to our customers every day,” Madeam wrote.

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According to Madeam, the company has so far completed a project relieving DSL congestion in Estell Manor, Weymouth and Maurice River townships.

Verizon has migrated 233 households to the upgraded service and is working on an unspecified additional number this month, Madeam said.

The improvement also opened up DSL availability for 400 households previously unable to attain the service, according to Madeam.

“In three communities – Estell Manor, Weymouth and Maurice River - Verizon has installed additional equipment at remote terminals located in wire centers where bandwidth utilization was very high and affected DSL performance for some of our customers,” she said. “This additional investment creates additional capacity for high speed internet customers, bringing improved reliability and consistent service to over 450 customers in these three communities.”

Elsewhere, Madeam said Verizon has taken on the issue of South Jersey’s shoddy copper cable infrastructure by spending $100 million in the last two years as a preventative measure.

“Verizon continues to be focused on ensuring that outside plant facilities are protected from weather and other conditions that cause service outages or other service affecting problems,” she wrote.

Since November, Verizon has inspected the petitioning towns’ open plant conditions and fixed 500 issues, according to Madeam.

“Verizon will continue our efforts to identify ‘open plant’ conditions and repair them immediately in order to remove plant irregularities that result in loss of service and wasted dispatches,” she wrote.

Coming up, Verizon will spend another $300,000 to replace copper cables in Estell Manor, Weymouth, Upper Pittsgrove, Pilesgrove, Upper Deerfield and Commercial townships, as well as the town of Hammonton, according to Madeam.

“Verizon believes these initiatives will greatly improve the experience of Verizon’s customers in Southern New Jersey,” Madeam wrote.

Lastly, Verizon would like to deploy its broadband, fiber optic service in Lower Alloways Creek.

The project would affect 900 households, Madeam wrote, and would take nine months to complete.

The project could be done this year, she said, but it is contingent on a one-year service commitment from the township and the payment of $100 from 35 or more eligible customers.

“Verizon’s decision to deploy fiber to Lower Alloways Creek will further improve the resilience and reliability of Verizon’s network infrastructure in this community,” Madeam wrote.

Van Drew applauded the moves but again emphasized his desire to see more areas addressed by Verizon.

“It is good news that Estell Manor, Weymouth, Corbin City and Maurice River will be getting enhanced DSL, as well as coverage in areas where they had none,” Van Drew said. “In Commercial Township and Downe, they’ve committed to expanded DSL, but not to providing complete coverage in western Cumberland County, which is desperately needed.”

Daniel J. Kov; dkov@gannettnj.com; (856) 563-5262