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Frontier Communications improvement plan underway after complaints

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.”

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