New York State Public Service Commission to develop improvement plan for Frontier Communications

Tuesday 13 August 2019 | 14:52 CET | News

The New York State Public Service Commission (Commission) said its staff will work with Frontier to develop and implement a plan to improve poor localised network reliability conditions for four Frontier subsidiaries. The move comes after it said it received a report from staff indicating that several Frontier Communications subsidiaries have significant service quality problems. In 2018, Frontier lost a total of 30,000 access lines mostly because of increased competition from VoIP and wireless providers that are now serving Frontier’s service territory.

In response to the increase in complaints, staff will request Frontier perform a review of its customer trouble reports at a more granular geographic level than the central office territory to identify the localised issues and causes of recurring outages. The Commission's staff will also request that Frontier produce monthly data necessary to calculate reliability results for each of the four companies during the most recent three years.

In addition to the production and analysis of more granular data, staff will request that Frontier conduct interviews of its local supervisors and technicians to help identify network plant/facility elements that are substantial contributors to poor network reliability performance. Furthermore, staff will work with Frontier to review the findings of this data analysis and identify the root causes of recurring outages, as well as develop a plan to improve network reliability performance. If Commission action becomes necessary, staff will bring a recommendation for such action to the Commission at a later date. Frontier serves approximately 221,000 access lines, representing approximately 8 percent of the total access lines in the State.

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Categories: Fixed
Companies: Frontier Communications
Countries: United States
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