Who To Contact About Poor Service With Frontier.com

The slow lane

The all-time way Frontier Communications believes information technology tin can resolve service problems in Pennsylvania is to threaten those complaining with a terminate and desist letter that accuses the complainant of misrepresenting Frontier'south excellent service.

Bradford County, Pa. officials learned this first manus when Commissioner Darryl Miller wrote to Borderland alerting them that service outages in northeastern Pennsylvania are becoming a public safety result. The company responded with a letter alarm the commissioner to finish the criticism or else.

"We're simply looking for answers," Commissioner Miller told WNEP-Boob tube'south investigations reporter Dave Bohman. Miller adds he thinks it's heavy-handed to use the words, "end and desist."

Miller isn't the only one looking for answers. WNEP interviewed Susan Moore, who lives alone in the rural community of Orwell. Her phone service went out of service at least once a week over the summer.

"I've got a lot of wellness issues," she told the TV station. The implications of non having landline service became all too clear to Moore in August when she needed to send for an ambulance.

Bradford County, Pa.

Bradford Canton, Pa.

Moore pressed her lifeline call alert button which relies on Frontier phone service to reach medical aid in case she falls and cannot get up or has a medical emergency. Nothing happened. Her telephone service was out again.

"Without the phone service, my Life Alert doesn't work," Moore said. "That's when I decided, as much pain as I was in, I got in a machine and drove xx miles to get to a infirmary."

Bradford Canton officials hear stories like Moore's so often, they now eclipse complaints about potholes and taxes.

The problems bear upon both traditional landline dial tone service and DSL. If outages are not the bailiwick of the complaint, wearisome and unresponsive Internet admission usually is. Some customers were told Borderland oversold its DSL service in Bradford County and the company is waiting for federal broadband subsidies to improve service in the expanse.

Frontier Communications vice president Elena Kilpatrick said Frontier will spend part of a $2 million broadband improvement subsidy to evangelize ameliorate service in Bradford County over the next six years. At the aforementioned time Frontier is tapping a ratepayer-funded subsidy to amend its existing service, the company is spending $x.5 billion of its ain money to larn Verizon landline infrastructure and customers in Florida, Texas, and California.

Despite the fact information technology will have up to six years to fully spend the subsidy, Kilpatrick claims the company has already upgraded phone and Internet service and stock-still several problems reported by customers. She dedicated the company's use of a threatening "finish and desist" alphabetic character sent to Commissioner Miller, claiming Frontier wanted the "misrepresentation of the facts" to end.

Despite Kilpatrick's claims, the complaints continue rolling in.

Randy, a Frontier client in Bradford Canton reports he endures Frontier outages just about every Sat since October, despite repeated service calls. Janise Groover wrote a Frontier technician tried to blame cobwebs for interfering with her Wi-Fi signals and poor DSL speeds — bug that are still unresolved — for which she pays Frontier $103 a month. Janice Bellinger complained her Frontier DSL connectedness drops "three or four times a mean solar day." Customers in Monroe, Luzerne and Sullivan counties echoed Frontier service is dreadful in their areas besides.

Customers experiencing problems with their phone service in Pennsylvania tin file an informal complaint with the state Public Utilities Committee and the FCC.

[flv]http://www.phillipdampier.com/video/WNEP Scranton Frontier Service Issues 11-xvi-15.mp4[/flv]

WNEP in Scranton reports Borderland'southward solution to a county commissioner's complaints about service was to send him a "finish and desist" letter. (3:sixteen)