AT&T Landline Customers Feel Abandoned Amid Weeks-Long Outages and Poor Support

Dozens of North Bay residents describe long outages, hours on the phone, mixed messages, missed repair appointments — and few other options — as they seek answers from AT&T. The telecom giant is pushing to end landline service, but many customers say it's still their only reliable connection.

AT&T has redoubled efforts to end its obligation to provide basic phone service, especially landlines, across large swaths of California. After failed regulatory bids and a legislative workaround last year, the company has now taken its fight to the federal level and the courts. AT&T insists the state’s regulatory system is outdated and that maintaining copper landlines diverts resources from modern alternatives. However, many who rely on copper-based landlines say it's the only dependable connection in areas with spotty cell coverage. Storms and wildfires often cut power and cell service, leaving landlines as a lifeline.

The California Public Utilities Commission (CPUC) is working with AT&T and consumer advocates to modernize rules, but in May, AT&T filed petitions with the FCC and a federal lawsuit to preempt state requirements. Meanwhile, customers report rising prices, worsening call quality, and outages lasting days, weeks, or even months.

Andrea Hadik-Barkoczy’s landline near Fort Bragg has been down since May 20. Cell service along the Mendocino Coast is unreliable, so she and her husband rely on their landline. Over three weeks, they called, emailed, and filed complaints with regulators and the Attorney General’s Office. Twice, no one showed for repair appointments. “It’s like they’ve abandoned the line,” she said. “We feel abandoned.”

Suzanne White west of Graton documented a saga of calls and missed appointments starting in January. She finally got service restored in February after a technician showed up unannounced. She received a $41 credit on her $113 monthly bill. “It’s staggering, but I need a phone line, and I can’t rely on my cell,” she said.

Landlines are now used by just 3% of AT&T’s customers. The company says copper networks take longer to repair than fiber or wireless, and repeat copper theft caused 4,000 outages in California in 2025 at a cost of $50 million. Equipment for copper lines is no longer manufactured, forcing AT&T to buy from online resellers. AT&T spends $1 billion annually in California to maintain the aging network.

In March, the FCC issued a ruling that state regulations can be preempted when in conflict with federal authorizations to discontinue landlines. AT&T filed a lawsuit on May 20 against California’s CPUC and Attorney General, and petitioned the FCC to end landline service from 360 wire centers across the state, affecting roughly 200,000 residential and business customers after June 1, 2027. The list includes portions of Sonoma, Napa, Mendocino, Marin, and Lake counties.

Regina Costa of the Utility Reform Network said, “All of these places have had wildfires, and the argument is from AT&T, ‘Well, they have alternative services,’ but the flip side is, are they reliable?” Many argue they’re not yet.

Steve Hogle in Windsor credits his landline with saving his family during the 2019 Kincade Fire. “That fire ripped through our property. Had we not had a landline, we probably wouldn’t have known to evacuate.” He recently received a letter that his landline would be discontinued on or after June 1, 2027, with an offer to upgrade to AT&T “Phone – Advanced” over wireless with 24-hour backup power. The assurances brought little comfort. “We’re going to be left alone if we don’t have our landline, no matter what they say, and it’s going to jeopardize a lot of people’s safety.”

Clay Eubank, Anderson Valley Fire Department Battalion Chief, has seen wildfires take out cell towers. “Technology is moving that direction. I know it’s coming. I totally get it. My objection is they don’t have the infrastructure in place yet to really serve everybody.”

AT&T announced $19 billion in investments through 2030 to build fiber to 4 million customers and strengthen wireless coverage. The company says the transition will be phased and seamless. But advocates question how reliability is gauged and where investments will go.

Jacob Resneck in Monte Rio was told “flat out we don’t offer this service anymore” when trying to reconnect his landline. Only after filing a complaint with the CPUC was his service restored. He worries about older or less tech-savvy people who can’t navigate the maze of customer service.

After The Press Democrat passed along information about prolonged outages to AT&T, at least three customers reported restored service within two days. But many others continue to struggle.

How to weigh in with the FCC:

• Go to www.fcc.gov/ecfs/filings/express
• Enter the proceeding number:
  • 26-125: AT&T’s request for federal preemption of California “carrier of last resort” requirement (comments due June 22)
  • 26-120 & 26-121: AT&T’s request to discontinue residential and business landlines (comments due June 15)
  • 26-123: AT&T’s request to withdraw from “eligible telecommunications carrier” designation and federal Lifeline program (comments due June 22)