CT Consumer Counsel calls on PURA to investigate Frontier’s service standards

and after monitoring the company’s own compliance filings, we have taken a necessary step in filing a petition with PURA to investigate our findings, while giving the company the opportunity to take action to address these shortcomings, and to ensure that the Quality of Service standards are met by Frontier moving forward.”

Frontier officials were not immediately available for comment on Coleman’s request to PURA. Connecticut telecommunications providers, like Frontier, are required to file semi-annual reports outlining their performance on a six-month basis in five categories. The performance categories measure trouble reports per 100 lines, maintenance appointments met, installation appointments met, installation intervals, and out of service repair.

The categories are then broken down into performance by region, as well as by average for the entire state. The quality of service standards PURA enforces require telecommunications providers to properly maintain their network, ensuring that when a resident picks up their phone to make an urgent call, they are met with a dial tone and are subsequently connected to whoever they’re calling. The petition to PURA claims there were the instances where Frontier’s reporting indicates the company not only fell short of these standards during several reporting periods, but also failed to file exception reports explaining their failures. The reports assessed a span of 16 reporting periods, from January 2015, which was the start of the first reporting period after control of the telecommunications network changed from AT&T to Frontier, until the end of the most recent reporting period, in June 2023.

Connecticut Consumer Counsel Claire Coleman is asking state utility regulators to launch an investigation into alleged violations of quality of service standards for telecommunications by Frontier Communications.