WV HB4461

Internet and telecommunications providers must issue automatic prorated bill credits to customers for service outages lasting more than 12 continuous hours, calculated based on the monthly service rate

Credits must be applied automatically to the next billing cycle without requiring customer action, and providers must notify customers of the outage and credit within 24 hours of service restoration

Outage exceptions include scheduled maintenance (with 24-hour advance notice), large-scale cyber-attacks, critical software/hardware failures beyond provider control, and customer-caused outages

Providers must maintain 3-year records of all outages and submit monthly reports to the Public Service Commission and Attorney General, including number of affected customers, total credits issued, outage reasons, and geographic scope

The Attorney General may pursue civil penalties up to $1,000 per violation for willful and repeated violations, with a 4-year statute of limitations; mobile service disruptions are exempt from these requirements