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The settlement between the Connecticut Office of Consumer Counsel and the Texas-based telecommunications firm follows the company’s failure to address out-of-service repairs promptly and to meet scheduled maintenance appointments from January 2015 to December 2023, according to a release.
The money will be issued to customers as bill credits. However, it remains unclear how much each customer will receive or when the credits will be distributed.
The agreement addresses both past violations and imposes penalties for future infractions.
Under the settlement, Frontier is required to credit customers $70 for missed maintenance appointments and $10 a day for outages lasting more than 48 hours from Jan. 1, 2023, through Dec. 31, 2024.
These penalties will remain in place for violations through 2027.
Consumer Counsel Claire Coleman said the settlement aims to improve service quality and accountability.
“Consumers across the state pay top dollar for the critical services Frontier provides, but when Frontier fails to live up to their end of the bargain, they have a debt to pay to their customers," Coleman said in a news release. "This settlement agreement will directly help those harmed by these failures and discourage future lapses. Not only will affected customers receive both retrospective and prospective bill credits, but my office preserved and expanded upon critical reporting standards Frontier tried to erase from Connecticut regulation."
Verizon is in the process of acquiring Frontier. If the sale proceeds, Verizon will inherit Frontier’s customers and the obligations outlined in the agreement.
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