Frontier Settles With CT In Attorney General's Internet Charges Case

CONNECTICUT — Connecticut Attorney General William Tong Wednesday announced a settlement with Frontier Communications worth more than $60 million intended to "dramatically expand access to high-speed internet for Frontier customers in economically distressed communities," and end what he termed, "a hidden monthly $6.99 internet surcharge."

Tong said the settled is also intended to "force significant improvements in Frontier's marketing and customer service."

The settlement, Tong said, resolves a joint investigation by the the state Office of the Attorney General and state Department of Consumer Protection into whether Frontier "deceived or misled consumers in the marketing and sales of internet services."

The offices jointly reviewed more than 1,400 consumer complaints regarding Frontier, according to Tong. The complaints ranged from charges for equipment already returned, poor internet quality, unsatisfactory customer service, charges that exceeded promised rates, and charges that continued after services had been canceled, Tong said.

"Frontier failed Connecticut consumers. Their DSL internet quality was slow and unreliable, and their customer service was unacceptable. They tacked on hidden fees, charged families for returned equipment, and kept charging customers even after services had been cancelled. That ends now," Tong said.

He said the settlement requires Frontier to invest in "high-quality, high-speed fiber" for communities without adequate internet options today," a move that would bring access to 40,000 households "most harmed by the company’s sub-par DSL service."

In addition, Frontier has agreed to overhaul its customer service, and to end what Tong called a "hidden" $6.99 monthly internet fee that cost Connecticut families $84 last year.

"Frontier must pay another $1 million to the state, and put up $200,000 to directly compensate consumers who have been wronged,” Tong said. "We intend to hold Frontier accountable to every word of this agreement. If you continue to have any problems with Frontier, we want to hear from you."

Tong said he is still entertaining complaints about the utility that cab be filed with his office.

"Internet is a critical utility for most people, especially through the challenges of the past several years," DCP Commissioner Michelle H. Seagull said. "Improving customer service and ending hidden fees is a positive result for everyone, and the increased access to high-speed internet promised by this settlement will benefit our most economically distressed communities. Thank you to the hardworking staff at DCP and the Attorney General’s Office for their effort in reviewing thousands of complaints and reaching this settlement that will benefit Connecticut consumers."

Tong said the settlement requires Frontier to invest $42.5 million over the next three-and-a-half years to upgrade existing, outdated DSL internet service to fiber internet. The agreement requires that at least half of those upgrades be made in "economically distressed communities," both urban and rural.

The agreement provides "protections" for consumers offered the upgrade, including a 45-day period to decide whether to transition to fiber internet, protections against early termination or disconnection fees if they elect to cancel Frontier service, access to new customer promotional rates, and information about internet subsidies through the Affordable Connectivity Program. The ACP provides a discount up to $30 per month on the cost of internet service for eligible low-income consumers, Tong said.

The agreement further requires Frontier to make a $1 million payment to the state and put up $200,000 for credits and refunds to consumers who filed complaints starting in 2019.

The agreement imposes a comprehensive list of accountability measures for the next six years, including new price and billing disclosures, advertisement disclosures that address the company's DSL representations, requirements that the company deliver promised speeds or provide options for consumers who do not receive promised speeds, assurances that the company will implement transparent and fair cancellation and equipment return processes, and more.

Should the company fail to adhere to its high-speed internet upgrade commitments, the Office of the Attorney General has the right to seek $6 million in penalties, Tong said.