The Local Operator End Game

Consumers Union attempted to use pay phones according to the instructions, and frequently got a run around when we tried to reach a local operator or ask for local service rates.

In the greater Austin area, Southwestern Bell and ASCI are the only local operators we found, quoting the same flat $2.10 rate for a local collect call from a pay phone. Public Utility Commission regulations require all pay phones to provide access to a local operator and their local rates.

Although most phones clearly state that the local operator may be reached by dialing 0 or 00, it was not always that easy. A pay phone in front of the Cutrer's on Airport Blvd in Austin instructed us to Dial 0 for the local operator. When we did this, we got a US Long Distance (USLD) operator. We asked if USLD was the local operator and she confirmed that, no, USLD is the long distance operator for that pay phone. But, the USLD operator offered to connect our local collect call for a fee of $3.79 for the first minute, and 26 cents for each additional minute.

We told her that was too much and we would like to get a local operator, but she had "no transfer functions." So we tried dialing 00, and again connected with a USLD operator, who also did not know how to transfer us to a local operator. We finally tried 211, the number most pay phones use for service problems and complaints, and again a USLD operator answered. Each time, USLD offered to place our call at their substantially higher rate.

At a Diamond Shamrock on East Riverside in Austin we dialed 0 and got the long distance operator, Network Operator Services (NOS). NOS offered to place our local collect call for $5.08 for the first minute and 32 cents for each additional minute. When we asked to be transferred to a local operator, NOS told us to call 1411 (directory assistance), and they would tell us how to get a local operator. But of course, the directory assistance call costs 35 cents and we had no change.

On the front of the phone, below the instruction to dial 0 for the local operator, we found additional directions: "For LEC Operator, Dial 0 and ask for LEC operator." Although most consumers wouldn't know what an LEC operator is, we tried this. We dialed 0 again and asked for the "LEC operator," explaining that we were following the directions on the phone. The NOS operator said, laughing, that she "wouldn't know how to do that at all." After further discussion she said that Sprint should be the local operator for this phone and she would transfer us.

However, the transferred call brought us to a very faint operator who identified herself as ASC. WE were unable to hear her rate quote after several tries, so we thanked her, hung up and tried again at an adjacent phone of the same company.

This time, after we explained to the NOW operator that $5.00 for the first minute was just too much, and would they please transfer us to Southwestern Bell or someone like that, the operator agreed to transfer us. After a long beep and a ring, an automated voice said "if you'd like to make a call, please hang up and dial again. If you need help, dial your operator." Then the phone disconnected.