April 14, 2021 Breaking News, Latest News, and Videos

A New Frontier?: Outrage as Communications Giant Takes Over Verizon

On April 1 this year Frontier Communications took control of 3.3 million new voice connections, 2.1 new million broadband connections, and new 1.2 million FiOS video subscribers that had previously been the domain of Verizon Communications in California, Texas and Florida. When this $10.54 billion deal was announced in February of 2015 the CEO of Frontier Communications Daniel J. McCarthy said, “We will transition our revenue to a more diversified mix, improve our growth prospects, create sustainable value for our shareholders and provide a great experience for our new Frontier customers in California, Florida, and Texas.”

It may have achieved many of McCarthy’s afore-mentioned claims, but judging from numerous calls to The Mirror, a flood of other media reports, and an avalanche of woeful tales on social media, the experience for many customers has been less than great, with many people in Santa Monica and elsewhere reporting internet, television and phone outages, in addition to billing anomalies and unsatisfactory interactions with Frontier Communications Customer Service staff.

The Frontier Facebook page’s most recent status posting from April 20, 2016, consisted of a paragraph extolling the virtues of “spending time to go through your files to ensure that your computer is organized!” Although this is obviously valid advice, some could say that in the light of evident problems resulting from the takeover of Verizon Wireless services, the timing of such encouragement could be seen as ironic. This post by Frontier Communications received over 1,380 comments with the majority complaining of lack of Internet, TV or phone service, billing problems, and unsatisfactory service from Frontier Communications customer service representatives and technicians.

Several Santa Monica residents have suffered as a consequence of the problems resulting from the changeover, including 30-year-plus Verizon customer Lynn Peterson, who told us that, “My service just kept going out over and over again ever since Frontier became my provider. Whenever I called customer service they seemed completely indifferent. I have now switched to Time Warner Cable.”

Another Santa Monica Resident, Alan Redhead of Sunset Park, complained that his TV service “went out several times,” and in addition he claimed that his internet appeared to offer noticeably slower performance than it previously had done so when he was with Verizon FiOS.

Some customers have attempted to express their dismay by reporting the issues to The California Public Utilities Commission, with the body reporting several hundred complaints. These complaints prompted the chair of the Utilities and Commerce Committee, California State Assembly member Mike Gatto, to issue a statement saying that there has been an “alarming rate of telephone and Internet outages in Southern California, and consumers are frustrated with the lack of a solution to this months-long ordeal.”

In response to an enquiry to Frontier Communications by The Mirror, we received, via an email, the following press release:

Los Angeles, CA. – On Wednesday, May 18, Frontier Communications participated in the California State Assembly Committee on Utilities and Commerce hearing, chaired by Assemblyman Mike Gatto, to discuss concerns with the transition of Southern California area telecommunications services and operations to Frontier. The following statement can be attributed to Melinda White, Frontier Communications West Region Area President:

Communications services are critical to the daily lives of our customers, and we apologize to every California customer who has experienced service disruptions. While we have restored service to the majority of these customers, we are working to resolve any remaining service-related issues. At the same time, we are operating and maintaining the network, taking care of business-as-usual issues, and ensuring that all conversion-related customer credits are issued.

Frontier is implementing measures to improve our customers’ experience:

1

Frontier has completed training for over 4,000 customer service representatives and field technicians (formerly Verizon employees who have been supporting California customers for years) – which training could only begin after they became Frontier employees on April 1. Completion of training means Frontier is now handling repair and installation activities at a faster rate.

2 During the training period, we relied on a mix of U.S.-based and offshore customer service contractors. We, like many of our customers, are deeply disappointed in the quality of customer service these vendors provided. Therefore, we will eliminate any reliance on overseas customer service agents by no later than July 30, 2016.

3 We have expedited handling of any out-of-service customers who have informed us of special needs (elderly, medical necessity, disabled, etc.).

4 Bill credits will be issued to every customer who reported a service outage. This credit will be reflected on these customers’ bills by the end of June. There is no need for the customers to contact us again to receive this credit. 

5 To further empower California customers, we have introduced another way for
our customers to provide Frontier with
direct feedback: via email at LetMelindaKnow@ftr.com.

6 We are resolving the temporary, limited availability of movie and television content in the Video on Demand (VOD) library. The VOD system is functioning today, we are working to load more than 100,000 titles into the VOD library, and we have placed a priority on loading the most popular content first. We expect to complete this process within the next several weeks. We will also ensure that all content that customers have previously purchased is available to them.

Again, we apologize to any customer whose service was impacted during this transition.  Every customer matters to us, and we are working hard to earn our customers’ confidence. Thank you for your patience and for allowing us to serve you.

 

If our customers need assistance, please call us (residential customers should dial 800.921.8101; business customers should dial (800.921.8102) or email us at letmelindaknow@ftr.com. We will respond to you quickly and address your request as rapidly as possible.

in News
Related Posts

Westside Cafe Helping Save Monarch Butterflies

April 13, 2021

April 13, 2021

This Westside cafe is doing its part to keep its namesake insect, the monarch butterfly, safe. Learn more in this...

Junior Lifeguards Returning This Summer

April 13, 2021

April 13, 2021

County-run program returns to LA County beaches July and August  By Sam Catanzaro A few weeks are left for prospective...

Earth Day Beach Cleanup at Santa Monica Beach

April 13, 2021

April 13, 2021

Santa Monica Travel & Tourism organizing April 22 event  On Earth Day next week join a “micro-cleanup” to help beautify...

Six Vendors Released on Citation for Fight at Santa Monica Pier

April 12, 2021

April 12, 2021

Santa Monica police cite and release six people involved in Sunday incident By Sam Catanzaro Six individuals were released on...

City Council Passes New Measure to Meet State Affordable Housing Mandate: Santa Monica Beat – April, 12, 2021

April 12, 2021

April 12, 2021

Local news and culture in under 5 minutes. * City Council Passes New Measure to Meet State Affordable Housing Mandate...

Elon Musk Backs New Santa Monica Tesla Supercharging Station

April 11, 2021

April 11, 2021

Charging station would provide power to over 50 vehicles By Toi Creel A new Tesla supercharging station spearheaded by billionaire...

Edify TV: A Look at a Proposed Westside Homeless Shelter Locations

April 11, 2021

April 11, 2021

Take a look at a collection of Westside properties that a LA lawmaker is proposing bringing homeless shelters to in this...

Santa Monica Lawmakers to Consider Banning Certain Items at Protests

April 8, 2021

April 8, 2021

City Council to take up emergency ordinance next week  By Sam Catanzaro Santa Monica lawmakers will consider banning certain items...

Foster Youth Staffed Cafe Set to Open on Montana Avenue

April 8, 2021

April 8, 2021

La La Land Kind Cafe to open in former Starbucks space  By Toi Creel  A Texas-based cafe that makes an...

Santa Monica Place Getting New Rooftop Restaurant

April 8, 2021

April 8, 2021

LOULOU opening soon at Santa Monica Place By Toi Creel Santa Monica Place is getting a new rooftop restaurant from...

Food Review: An Almost-Essential Westside Sandwich

April 8, 2021

April 8, 2021

Johnnie’s french dip pastrami sandwich in Culver City  By Kerry Slater  While there are far better sandwiches in Los Angeles,...

Edify TV: Brentwood Encampment Reacts to Veteran Homicide

April 8, 2021

April 8, 2021

Last weekend a homeless veteran, just a week away from entering permanent supportive housing, was killed in a vehicular assault....

Knife-Brandishing Suspect in Custody

April 8, 2021

April 8, 2021

Santa Monica police take suspect into custody following Wednesday morning altercation By Sam Catanzaro Santa Monica police took a knife-brandishing...