Frontier Executive Apologizes Over Messy Transition

Frontier Executive Vice President and Connecticut General Manager Paul Quick apologized for the service outages affecting more than 10,000 local customers in an exclusive interview with NBC Connecticut on Monday.

“We apologize for anything that has occurred where our service was not at the level our customers expected,” Quick said.

Frontier acquired the AT&T U-Verse voice and Internet accounts of approximately 1.3 million customers last year. The transition, which officially took place Oct. 25, was not without its glitches.

“We expect much better,” said Quick, who oversees all Connecticut operations.

Angry customers now say their service has become shoddy at best.

“We signed up for U-Verse right as the transition happened and were sort of stuck in a black hole,” explained Winsted resident Jay Markwell.

Markwell said she lost two weeks’ worth of work due to the Internet outages.

“[The] gentleman hooked it up, everything was fine and dandy, I went to use phone and the phone didn’t work," she said. "I called Frontier. They came back out, they corrected it, and then the Internet went down. It was ping pong back and forth.”

Markwell said Frontier has been incredibly accommodating over the past week. A technician repaired her phone and Internet last Friday following a week of outages.

“I was very happy to hear from them earlier today,” Markwell said of the customer service.

Quick said that’s what the company is striving for.

He said that even though the percentage of outages has been small compared to the total number of customers – about 10,000 – to each individual customer, those outages are important.

Quick said most customers should be up and running now but added that perfection is hard to come by.

“As of today we’re at steady state or business as usual, which is about 1,500 trouble tickets or service orders on any given day," he said. "We’re near that steady state now and we anticipate that we will be moving forward on a steady state basis.”
 

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