MN Commerce Department recommends Frontier add staffing to improve customer service

In the wake of public hearings held last year by the Minnesota Public Utility Commission (PUC), the Minnesota Commerce Department issued a new investigative report finding that Frontier Communications has failed to provide adequate, reliable phone and Internet service to its Minnesota customers.

The Commerce Department's report is a big win for consumers and union members who have been raising concerns about Frontier's practices. CWA Local 7270 President Mark Doffing spoke at a MN PUC hearing in October, highlighting how Frontier has left the community behind through a lack of investment in their local workforce. More than 100 CWA members work at Frontier as technicians and in call centers in the southern Minnesota area.

The Commerce Department recommends that Frontier be required "to refund or credit customers for service outages and unauthorized charges; add staffing to improve customer service; and increase investments in infrastructure and equipment."
 

Links:

Frontier Communications has failed to provide adequate or reliable service, according to Minnesota Commerce Department investigation (Minnesota Commerce Department, Jan. 4, 2019)

CWA members, customers raise Frontier complaints at MN hearing (Speed Matters, Oct. 1, 2018)

Minnesota Commerce Department calls on Frontier Communications to fix service issues (CWA, Jan. 10, 2019)

Minnesota CWAers at Frontier bring concerns to Minnesota Public Utilities Commission (CWA, Oct. 4, 2018)