ALBANY, N.Y. (WHAM) - Frontier Communications has been subjected to an improvement plan with the New York State Public Service Commission after complaints about its service and reliability.
Staff with the NYS PSC said they have seen reports of Frontier Communications customers who "have significant service quality problems, including escalating complaint rates, lengthy repair durations, and localized network reliability issues." Frontier provides approximately 8 percent of all phone and Internet service access lines in New York.
“Staff has become increasingly concerned with the service quality of Frontier, especially in its Citizens, Frontier Rochester, Frontier New York, and Ausable Valley subsidiaries,” said Commission Chair John Rhodes. “Customers need the company to do better, and we will ensure that it does.”
As part of that improvement plan, Frontier Communications will be required to do more local reviews of its customer trouble reports to identify and fix those localized recurring outages. Monthly data will also be required so Frontier can calculate reliability results for each of the four companies over the last three years.
Local supervisors and technicians will also be interview by staff to find network plant elements that consistently make Frontier's network poor and unreliable. That data will be used to identify the root causes of recurring outages, fix them, and develop a plan to improve network performance.
Frontier has eight affiliates, including Frontier Communications of Rochester, Inc., Frontier Ogden Telephone Company, Frontier Communications of Seneca-Gorham, Inc., and Frontier Communications of America.
PSC officials said they will bring a recommendation for action if it becomes necessary.