Pam Bondi makes progress on Frontier service problems

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Pam Bondi came ready to rumble against Frontier Communications — and it looks like she won. 

The state’s attorney general announced Thursday the Connecticut-based telecommunications company had “committed to improving communications and customer services in Florida.”

“After a lengthy, productive meeting with Frontier executives, I am cautiously optimistic that Frontier disruptions in services will be quickly resolved,” Bondi said in a statement. “However, my office will continue to work with the company on each consumer complaint until they are all appropriately addressed.”

A Frontier executive responded separately about their action plan.

On April 1, Frontier took over Verizon‘s landline, internet and cable TV service in Florida, specifically for Hillsborough, Manatee, Pasco, Pinellas, Polk and Sarasota customers.

shutterstock_324633161Since then, thousands of customers have taken to the company’s Facebook page to complain about outages, poor service, and sudden billing increases. California and Texas are the two other states affected by Frontier’s takeover.

Earlier this week, Bondi said she had sent a letter to the company “requesting better customer service for Floridians.”

Frontier CEO Dan McCarthy provided a three-page, single-spaced response to that letter. His team is “working diligently” to fix all service and billing problems, he said.

Bondi’s office has now received over 700 complaints about Frontier’s service, spokesman Whitney Ray said.

Frontier executives have now agreed to the following, according to Bondi:

  • Frontier Communications will immediately prioritize addressing complaints regarding seniors and medically disadvantaged individuals.

  • A new Florida-based customer service number, (888) 457-4110, has been established that will be answered by live representatives from 7 a.m. to 11 p.m. The company also has set up a Chat Live platform for those able to go online.

  • Frontier has instituted a “SWAT Team” to coordinate the rapid response to customer escalations and service outages.

  • Every customer who reported any out-of-service issue will be given a credit. The credit will be reflected on the customer’s bill no later than the end of June with no contact necessary with the company to receive this credit.

Bondi said Frontier customers in Florida can visit the Attorney General’s Office website at MyFloridaLegal.com or call (866) 9NO-SCAM.

Jim Rosica

Jim Rosica is the Tallahassee-based Senior Editor for Florida Politics. He previously was the Tampa Tribune’s statehouse reporter. Before that, he covered three legislative sessions in Florida for The Associated Press. Jim graduated from law school in 2009 after spending nearly a decade covering courts for the Tallahassee Democrat, including reporting on the 2000 presidential recount. He can be reached at [email protected]


5 comments

  • I run a computer based charity, we are on the verge of losing it due to this issue and internet connectivity, they even went as far as LYING to ABC Action News here in the Tampa Bay area stating I “THREATENED” them, I have copies of all communications, THEY LIED, person that contacted WTSP was Frontier media man Bobby Elak, stating these false allegations, he is at (813) 221-8790, this prompted our SECOND appearance on WTSP to be cancelled, well, can you say SLANDER? As a leader in our community I have plans to sue him and Frontier, dot your i’s and cross your T’s, slander me again! Just because your service really sucks, took 2 techs 4 hours today (bless their soul) to get me up and almost running, I am still not satisfied, this month I have been awarded Cert. of Special Congressional Recognition by Mr. Gus Bilirakis, and also honored as “Everyday Hero” by Bay News 9 (THIRD time) watch who you slander Mr. Elak, and do look for letter of notice of intent to sue! Maybe incl. Dan Whitney?

  • Jim Parise

    May 13, 2016 at 9:39 pm

    i am most disappointed with the service Frontier has provided since its take-over from Verizon.
    Despite several phone calls to Frontier, nothing has changed. they have told me my internet service is running properly and if they had to send out a tech to check it further there would be a charge. i promptly refused their magnanimous offer.

    i am trying to sell my home ann purchase another within Heritage Oaks. much of the business of the sale and purchase has had to be done via email. banks, loan officers, insurance companies, alarm companies. title offices etc. all do business via email. countless times my emails are not sent nor do i receive emails. i frequently get error messages which say we cannot process this request at this time, try again later.
    my internet service quits and i have to re-boot, or sign off of AOL, safari or firefox and re-sign in. it is frustrating, let alone time consuming.
    the phone takes serval seconds to get a dial tone, and once dialed a number, likewise takes several seconds to go through. minor problem yes. but this problem never existed before Frontier

    when i am finally in my new home, also in Heritage Oaks i will be looking to switch back to Comcast (not that they were great shakes to begin with) in order to get the uninterrupted service i am paying for now and not getting.
    Heritage Oaks needs look in to this matter and search for viable alternatives to Frontier.

    sincerely
    jim parise

  • Danny

    May 14, 2016 at 10:57 am

    Anyone else having issues with this new Frontier Communications company? No internet or cable for days and they promised someone out. No call No show multiple days now

  • Jason

    May 15, 2016 at 8:53 am

    I like how they took all my thousands of rewards points away for PPV movies. Thanks Frontier, counting down the days until I can switch back to Bright house.

  • Chris Durkin

    May 27, 2016 at 5:53 pm

    Biondi has not done enough. I have complaints with BBB of NY-who just responded and ‘recommended’ I get a lawyer or go to small claims court. The FCC complaint I filed, I have heard nothing from yet; the complaint I filed with the Florida Dept of Agriculture and Consumer Affairs has not responded either. Still waiting…we have had poor to no service at times…recevived numerous people from Frontier calling-none of them are talking to each other. It has become one of the most stressful experiences I’ve ever had with any telecommunications company. I hope the FCC will deal with this company appropriately. Never again with Frontier….also, unhappy that Verizon stuck them with lousy , lines, etc that required serious updating…this buy out never should have transpired as early as 4/1/16…Frontier can’t handle what Verizon left them. I fault them both. My spouse hospitalized in the midst of the whole thing and after asking them to call me, since I legally represent him, they continued to try and bother him. Geez…these people are more than frustrating!!!!! There license should be lifted, fined for the consumer abuses, etc. They don’t have the staff/techs to handle the issues so many are having…we were offline-all 3 services and horrible reception or many combinations of poor to no service since 4/1/16…it is just plain wrong. The phone call today was the last straw…I lost my cool….it’s going on 2 months and is more than disappointing and has been more than an ‘inconveniece’ which they love to apologize for with customer NO service. We’ve switched…we’ll see how that goes. Going unplugged is getting more attractive but I also need certain services for work. That’s been real fun, too.

Comments are closed.


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