In the wake of a transition that was shaky at best, state regulators have scheduled a meeting with Frontier Communications to address problems that arose during the changeover from AT&T and left customers with lingering service interruptions.
Frontier acquired about 1.3 million AT&T U-verse voice and Internet accounts last year, and when the transition took effect in October, thousands of customers began complaining of service outages.
The state announced its plan to step in last month and has now set up a meeting for this morning, according to a spokesperson for the Public Utilities Regulatory Authority. It comes at the request of the Office of Consumer Counsel and Office of the Attorney General.
Frontier will be asked to speak to the following:
- Technical or infrastructure issues that contributed to delays in successfully transitioning service
- The current status of customer complaints to Frontier
- Response times to customer complaints and whether the company gave those customers accurate information
- Whether any issues have arisen with technicians making the repairs at customers’ homes
- Whether Frontier is talks with any video and streaming service providers
- Whether channel lineups for former U-Verse customers have changed or will change as a result of the transition
- Whether Frontier has properly notified and customers who have experienced problems
- Issues that Frontier considers to be partially or fully resolved
- Other transition problems pertaining to customer satisfaction
A top company executive apologized to customers last month, and the state Department of Consumer Protection created a system to coordinate customer complaints.
The meeting will be held at 10:30 a.m. at PURA offices, Ten Franklin Square in New Britain.
You can submit a complaint by filling out a form posted to the state website or emailing dcp.frauds@ct.gov.
