State Launches Investigation Into Frontier Communications

HARTFORD, CT — Attorney General William Tong and Consumer Protection Commissioner Michelle H. Seagull announced an investigation into Frontier Communications following consumer complaints regarding excessive charges, poor service quality and unsatisfactory customer service that began after Frontier acquired Southern New England Telephone Company in 2014.

Since June 2015, the Office of the Attorney General and Department of Consumer Protection have jointly received over 1,000 consumer complaints regarding Frontier. Those include complaints involving charges for equipment already returned, poor voice, video and internet quality, unsatisfactory customer service, charges that exceeded promised rates, and charges that continued after services had been cancelled.

The attorney general and consumer protection department have issued a "civil investigative demand seeking comprehensive records regarding customer complaints, including contracts, correspondence, and billing records to determine whether Frontier’s actions have violated the Connecticut Unfair Trade Practices Act."

The AG said that, "should violations of law be identified, Frontier could be required to pay fines and comply with other injunctive relief to protect consumers."

Tong said in a press release that since Frontier took over SNET, "we have seen a steady onslaught of consumer complaints ranging from poor service quality and customer service to improper charges and excessive rates. Jointly with DCP, we are seeking comprehensive records from Frontier regarding their customer complaints to determine whether the company may have violated the Connecticut Unfair Trade Practices Act."

“Frontier made promises to Connecticut that they had the ability to provide safe, adequate and reliable service, and they need to live up to that promise now,” Tong said.

Seagull said that his office, like the Attorney General has had a "steady stream of complaints about issues with Frontier."

Marissa Paslick Gillett, Chairwoman of the Connecticut Public Utilities Regulatory Authority, said the agency "expects a cooperative investigation and encourages Frontier to resolve any consumer protection issues identified in an expedient manner."