Frontier is under new scrutiny over service quality in West Virginia

The West Virginia Public Service Commission (Commission) ordered Frontier to move forward to hire a consultant to conduct a thorough audit of Frontier’s operations in the state. The Commission ordered the audit in August 2018 to review the ”status of the copper network, staffing levels, capital investment, policies and procedures, measurements for quality of service, impact of a declining customer base on internal cash flow, the impact of the company’s bargaining agreement, and ongoing relations between management and labor.”

In January, Frontier informed the Commission that it had missed Commission-imposed deadlines.  With this new Order, the Commission requires Frontier to file all delinquent documents. In response, Frontier announced a March 4 deadline for proposals to conduct the audit.

The Commission also released a series of customer complaints about Frontier’s service quality and noted that there were over 100 active informal and over 60 active formal complaints against Frontier in 2018.

“The internet drops out all the time and the telephone when it does work is sometimes so noisy we can barely hear a caller talking,” said one Frontier customer from Moundsville, WV. “The speed of the internet is slower than what we have been paying for and it’s been that way for a long time. It took me 4 tries to send this complaint due to the internet dropping out.”


WV PSC: Frontier doesn't seem to take audit seriously (Herald-Dispatch, Feb. 6, 2019)

PSC orders Frontier to get back on track with audit (Charleston Gazette-Mail, Feb. 4, 2019)