$60 million settlement reached with Frontier Communications over internet service

For several years, customers have been complaining about the company’s internet service quality.
Published: Aug. 31, 2022 at 12:36 PM EDT|Updated: Sep. 4, 2022 at 12:48 PM EDT
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HARTFORD, CT (WFSB) - The attorney general’s office announced a major settlement with Frontier Communications.

For several years, customers have been complaining about the company’s internet service quality.

“It’s been horrible. It’s been horrible,” said Liz Bennett of Granby.

Liz Bennett relies on Frontier Communications for internet and phone service.

But she says the company hasn’t been so reliable.

“I pay almost $200 a month to have nothing. My phones go out,” said Liz.

She says it makes it difficult to run her animal rescue in Granby.

“They say they’re going to do these things, they never do these things. They say they’re going to fix it, they don’t fix it,” said Liz.

The attorney general’s office has fielded more than 1,400 complaints about internet service quality.

Those complaints have also included frustration over hidden fees, customer service quality, and charges for canceled services.

Watch the full interview with Attorney General Tong on CT ‘22.

Today, the attorney general’s office and Department of Consumer Protection announced a 60 million dollar settlement with the company following an investigation.

The settlement resolves a joint investigation by the office of the attorney general and the Department of Consumer Protection into whether Frontier deceived consumers with its internet services.

The settlement will require Frontier to dramatically expand access to high-speed internet for customers in economically distressed communities.

It will also end a hidden monthly $6.99 internet surcharge and force significant improvements in frontier’s marketing and customer service.

“We’re gonna make sure that going forward, that if there are fees for frontier customers, that those are disclosed,” said Tong.

Frontier is now required to invest $42.5 million over the next three and a half years to upgrade existing outdated DSL internet service to fiber internet.

That will impact 40,000 households in many economically distressed communities.

The company also has to put up $200,000 in refunds for consumers who filed complaints with the state starting in 2019.

“This is a long time coming for the state of Connecticut and for customers here in our state. It is a constant source of frustration and complaints for frontier customers. This is a really important and vital public service that people rely on for their families and a significant step forward for customers,” said Connecticut Attorney General William Tong.

The agreement also imposes a number of accountability measures for the next six years.

The company will have to make significant improvements to its marketing and customer service.

“Hopefully we’ll see some improvements and benefits in CT and you can always file a complaint with the Attorney General or with Consumer Protection, whether it’s on this or other issues,” said Commissioner Michelle Seagull, Department of Consumer Protection.

The Attorney General says if Frontier does not comply, the company could face up to 6-million dollars in fines.

Channel 3 reached to Frontier for a comment but have not heard back yet.

Settlement made with Frontier Communications