National ISPs with millions of customers are some of the most hated companies in the U.S. Poor customer service, contract tricks, and a refusal to upgrade services are only a few of the common complaints from subscribers who are often trapped due to lack of competition. Frontier Communications is proudly carrying on that tradition of deficiency in Minnesota. In fact, the company’s excellence at skullduggery has drawn the attention of the state’s Public Utilities Commission (PUC), which launched an investigation into the service quality of Frontier this spring.
So Much Going On Here
While many of us are used to some level of poor service when it comes to the big ISPs, Frontier in Minnesota accumulated so many complaints, the PUC felt they had no choice but to take action. According to Phil Dampier from Stop the Cap!, the Commission received 439 complaints and negative comments in a five-week period in early 2018. Some but not all, of the types of issues that subscribers described included:
- Lack of telephone service for up to a week at a time.
- Poor quality telephone service, including missed calls and noise on phone lines.
- Subscribers charged for services they’re not receiving.
- Service visits that accomplish nothing but for which customers are still charged.
- Missed service appointments and long delays in getting repairs scheduled.
- Mistaken disconnections, service additions customers did not ask for, and service errors.
- Contract issues that include penalties for early termination, even if the subscriber told Frontier they did not want a long term contract.
- Auto-renew contracts that customers were never told about.
- Threats to customers’ credit if they don’t pay bills, even when there is a dispute regarding the charges.
- Customer service promises of discounts not being applied, penalties on disputed bill totals, and checks sent to Frontier but not credited to subscribers’ accounts.
The PUC wanted to hold public hearings to seek out other information from subscribers and those who had previous dealings with Frontier. In order to limit the public spectacle, Frontier and CenturyLink filed comments arguing that the PUC had no authority to review Frontier’...Read more