Share
Business ProfileforFrontier Communications Corp.
Current Alerts For This Business
July 28, 2022 MADISON, Wis. – Wisconsin Attorney General Josh Kaul and the Wisconsin Department of Agriculture, Trade and Consumer Protection (DATCP) have reached an agreement with Frontier Communications to address concerns with the company’s advertising of internet access speeds and landline telephone service. The agreement resulted from an investigation by DATCP and Wisconsin Department of Justice (DOJ) and includes a $15 million commitment by Frontier to improve its infrastructure in Wisconsin over the next four years and a $90,000 payment to the State.
The agreement with Wisconsin requires Frontier to significantly improve its disclosure practices regarding internet speeds when installing new service for customers and requires Frontier to provide opt-out opportunities for consumers who do not receive the advertised internet speed purchased.
Wisconsin’s agreement also requires improvements in Frontier’s advertising of telephone service and its handling of service outages in Wisconsin, and that Frontier prioritize the handling of service interruptions to customers with a Medical Emergency Account. For more details go to the Wisconsin Department of Justice's press release.
On May 13 and May 25, 2022, BBB contacted Frontier communications regarding a high volume and pattern of serious complaints. BBB received a high volume of complaints alleging cancellation issues, internet issues, phone issues and line exposure/construction issues.
BBB notified Frontier Communications about the pattern of complaints and asked the business to voluntarily cooperate in eliminating the pattern by providing a written response outlining the specific steps it would implement in order to avoid similar complaints in the future.
The business responded to the pattern of complaints with the following statements:
Cancellation issues – When a customer decides to disconnect their service, an email is sent with an estimate of charges for their final bill. This is meant to help set expectations. It advises the consumer of possible charges related to unreturned equipment, possible credits and the broadband disconnect fee as well as any outstanding balances due at the time services stop.
Internet outage issues – We are monitoring our equipment and the network 24/7 to identify outages and react as quick as possible taking safety in account should it be weather related. We have also started a marketing campaign in areas fiber optics is available to get people to switch over from the coper lines as it is usually more reliable.
Trouble getting lines buried – We have hired additional crews to help speed up the process and we stream lined the way we schedule which helps us get the next available crew out to a site as seamlessly as possible.
Additional business information
The following describes a government action that has been resolved by either a settlement or a decision by a court or administrative agency. If the matter is being appealed, it will be noted below.
April 6, 2022, LANSING - Following internet concerns from consumers, Michigan Attorney General Dana Nessel reached an agreement with Frontier Communications to address proper advertising and service speeds.
The Assurance of Voluntary Compliance (AVC), which was filed in Ingham County Circuit Court, is now available on the Department of Attorney General website.
The agreement reached this week includes a $15 million commitment by Frontier to improve its infrastructure in Michigan over the next four years, as well as $20,000 made available for consumers who submitted complaints to the Department or the Better Business Bureau. The Consumer Protection Team will be reaching out directly to consumers who qualify. For more details go to the Michigan Attorney General's press release.
The following describes a pending government action that has been formally brought by a government agency but has not yet been resolved. We are providing a summary of the government’s allegations, which have not yet been proven.
May 19, 2021, The Federal Trade Commission, along with law enforcement agencies from six states, sued Internet service provider Frontier Communications, alleging that the company did not provide many consumers with Internet service at the speeds it promised them, and charged many of them for more expensive and higher-speed service than Frontier actually provided.
In a complaint, the FTC and its state partners allege that Frontier advertised and sold Internet service in several plans, or tiers, based on download speed. Frontier has touted these tiers using a variety of methods, including mail and online ads, and has sold them to consumers over the phone and online.
The FTC’s complaint was filed with the attorneys general from Arizona, Indiana, Michigan, North Carolina, and Wisconsin, as well as the district attorneys’ offices of Los Angeles County and Riverside County on behalf of the State of California.
The complaint alleges that Frontier violated the FTC Act and various state laws by misrepresenting the speeds of Internet service it would provide consumers and engaged in unfair billing practices for charging consumers for a more expensive level of Internet service than it actually provided. For more details, go to the Federal Trade Commission's press release.
At-a-glance
Related Categories
Overview
Business Details
- Headquarters
- Rochester, NY 14602
- Headquarters
- 1919 Mckinney Ave, Dallas, TX 75201-2495
- BBB File Opened:
- 1/1/1943
- Years in Business:
- 89
- Business Started:
- 1/1/1935
- Business Started Locally:
- 1/1/1935
- Type of Entity:
- Corporation
- Alternate Business Name
- Citizens Communications
- Frontier
- Frontier Communications, a Citizens Communication Company
- Business Management
- Ms. Donna Loffert, Vice President of Customer Service
- Complaint Handler, Company Contact
- Mr. Doug Hogue, Supervisor
- Contact Information
Customer Contact
- Complaint Handler, Company Contact
- Additional Contact Information
Phone Numbers
- (203) 614-4602Other Phone
- (203) 614-4602
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.