Attorney general investigating Frontier Communications

February 16, 2017 07:47 PM

ROCHESTER -- Hundreds of Frontier Communications customers in the Rochester area say they’ve had spotty phone and internet service and they’re fed up.

For months, News10NBC has been investigating customer service issues with the provider after hearing from customers who say their service drops out frequently and then they have to maneuver through a sea of prompts and associates when calling Frontier for help. Often, customers say, they end up having to wait weeks for service calls.

News10NBC Investigative Reporter Jennifer Lewke brought those complaints to New York Attorney General Eric Schneiderman on Friday. Schneiderman filed a lawsuit against Time Warner Cable now doing business as Spectrum last month saying the company wasn’t delivering on the internet speeds it promised customers. He was in Rochester on Thursday to encourage everyone to test their internet speeds and call or email his office with the results.

Click here to take a speed test

But many Frontier customers say they’re not even concerned with how fast their connection is at this point, they just want reliable service.

Jennifer Lewke: "We've heard from hundreds of customers here in Rochester who have specific complaints about reliability and customer service issues about Frontier."
Attorney General Eric Schneiderman: "We are looking broadly at the industry. We contacted Frontier, so it's not a secret that we've been looking at them also. We have received some information, we look forward to receiving a lot more information. It's wonderful to complain to you but it's even better if they pass the information on to us."

Jennifer Lewke: "A lot of complaints with Frontier aren't necessarily from folks who aren't getting the speeds they want, they're from folks who aren't getting the service at all that they're paying for."

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AG Schneiderman: "That’s another aspect of the problem. There are blackout periods where certain services just goes down and if you look at what you're paying for and what you're signing up for, the odds are that there's another provision of the agreement that's been violated."

Jennifer Lewke: "Are you close to any sort of resolution? Are you talking with Frontier? Are they communicating with you about the issues they've been experiencing here in Rochester?"
AG Schneiderman: "I don't want to get into detail and sort of name check every company and the state of our interaction with them but we have been in communication, we expect to get more information quickly and we'll pursue this."

In a statement to News10NBC on Thursday, Andy Malinoski, Manager of Communications in New York for Frontier said, “Frontier is focused on delivering broadband speeds per our commitments.  We have and will continue to work and cooperate with the Attorney General’s office as it completes its broad industry-wide review of consumer internet speeds throughout the state.”

AG Schneiderman is encouraging all New Yorkers to test their internet speeds and submit the results via email on his website.

News10NBC will continue to investigate issues with Frontier and follow the AG’s investigation into the company as well. You can click here to run the test.


Jennifer Lewke

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