Regulators: Frontier Communications has reliability issues

August 10, 2019 02:10 PM

ROCHESTER, N.Y. (WHEC) -- A major Rochester company that's been at the center of a years-long News10NBC investigation is now under the watchful eye of state regulators.

According to the Public Service Commission, Frontier Communications has had repeated outages, long repair times and internet access and speed issues and the PSC is now demanding the company do better for customers.


Over the past few years, News10NBC has taken upwards of 100 complaints from Frontier internet and phone customers and has done a series of stories on the company's reliability issues. We've also been pressing state lawmakers and regulators for action too.  

This week, the NYS Public Service Commission took action. In a letter to the leadership of Frontier Communications, the chair of the PSC, John Rhodes writes, the company has "significant service quality problems, including escalating complaint rates, lengthy repair durations, and localized network reliability issues."

The PSC is now requiring Frontier to identify the localized issues and causes of the recurring outages and then produce monthly reports on what's being done to fix the problem.  

In a statement, a spokesman for Frontier Communications tells News10NBC, the company "takes Commission Chair Rhodes' concerns seriously and is committed to delivering quality service to the New York communities and customers we serve.  We will review the report and respond to the commission in the appropriate forum."

To file a complaint with the NYS Department of public service: call 1-800-342-3377 or click here.

To file a complaint with the NYS Attorney General’s Office: call 1-800-771-7755 or click here.


Jennifer Lewke

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