Home » Consumer News »Frontier »Public Policy & Gov't »Video » Currently Reading:

Frontier is Experiencing Multiple Service Outages in Western New York Today

Phillip Dampier August 14, 2019 Consumer News, Frontier, Public Policy & Gov't, Video 1 Comment

Some Frontier Communications customers in Rochester were left without service early today in a “widespread” outage that impacted local governments, commercial customers, and medical care facilities.

Medical facilities are relying on backup plans to maintain communications after service failed this morning, just days after the New York Public Service Commission warned Frontier Communications it must improve service after receiving a growing number of service complaints impacting service across the state.

The outage is just the latest in a growing series of outages that have left some customers without service for as long as five weeks. Last week, state regulators released results of their 2018 survey on the service quality of telephone companies serving New York and found service from four Frontier-owned affiliates lacking:

  • Citizens Telecommunications Company of New York, Inc. (Citizens)
  • Frontier Telephone of Rochester, Inc. (Frontier Rochester)
  • Frontier Communications of New York, Inc. (Frontier New York)
  • Frontier Communications of Ausable Valley, Inc. (Ausable Valley)

“The rate of consumer complaints received by the Department of Public Service (PSC Complaints) has significantly increased in the last several years for these companies,” the PSC report concludes. “In addition, a review of company-provided initial data shows poor performance regarding repair duration for customers who lose service. Further, Staff has received an increasing number of complaints from local, county, and State government representatives and officials from first-responder organizations regarding network reliability and timeliness of repairs in the service areas of these companies.”

Frontier was a clear standout among problematic service providers serving New York. The company currently serves 221,000 access lines from 211 central offices and is the largest independent telephone company in New York outside of Verizon. Frontier is the incumbent landline provider for 7.9% of the state’s total access lines, with its largest service area centered on Rochester and the 585 area code. The PSC notes Frontier has been rapidly losing customers, with 30,000 access lines disconnected in 2018 alone.

But not every Frontier division in New York has operated below the PSC’s standards. Former Rochester Telephone-owned entities including Frontier Ogden Telephone Company and Frontier Communications of Seneca-Gorham, as well as Frontier Communications of Sylvan Lake experienced no significant outages or complaints in 2018. Frontier often allows its divisions to be managed somewhat autonomously, with local managers keeping watch over operations in their area. Frontier offers little residential fiber optic service in its New York markets, except in selected new housing developments and in areas where the existing copper network has deteriorated or been damaged beyond practical repair. Most customers are offered copper-based DSL service over telephone lines installed decades ago.

Frontier’s ongoing and increasing financial problems may be responsible for the spike in service complaints and lengthening repair times. Employees have repeatedly told Stop the Cap! resources to deal with service issues are increasingly scarce and cost management is among the highest priorities inside the company. Frontier’s service repairs often take days, if not weeks. Company officials have told employees that since most people have cell phones, landline repairs are no longer as critical as they once were years ago. But spotty internet service can significantly damage local businesses, and outages are becoming more frequent and taking longer to repair.

“The PSC Complaint rate has significantly increased in the last several years for these Frontier companies,” the PSC found. “In addition, Staff has responded to a significant number of network reliability complaints and inquiries from local, county, and State government representatives, including emergency response entities. These complaints include long repair durations and repeated out-of-service conditions, as well as internet access and speed issues.”

Stop the Cap! has learned the New York State Attorney General’s office has also opened an informal inquiry into the increasing number of internet service complaints filed with the AG’s office.

To learn why Frontier is experiencing an increasing number of problems, the PSC has requested more granular trouble reports and will interview Frontier’s local supervisors and technicians to get a candid assessment of Frontier’s wireline facilities and what exactly is contributing to a deterioration of service. If Frontier is unwilling or unable to improve service, the PSC has warned it may take formal action against the company.

WHAM-TV in Rochester reports some Frontier customers in Mount Morris, N.Y., south of Rochester, have been without internet service for five weeks, causing frustration. (2:05)

WROC-TV in Rochester reports on another multi-day Frontier service outage, this one affecting residential and business customers in the Sea Breeze and Point Pleasant areas along Lake Ontario. (1:58)

Currently there is 1 comment on this Article:

  1. Paul Houle says:

    Funny but I noticed that FTR was doing some work on the lines between my house and the CO.

    When I took a closer look I saw that they ran a fiber optic cable to the crossroads a mile away and are installing what looks like a DSLAM there. There is an empty hole next to it where the electric meter is supposed to go, so I assume once they get that taken care of I will get my long belated upgrade. Looking at my charts it seems they should be able to deliver 20 Mbps or so at my location with ADSL2+.

    We’ll see. I hope they stay solvent long enough to complete the work.

    If they are depending on mains power it might be less reliable than it is now, since it will go out in a power outage. One nice thing about my current setup is that have a UPS on my modem/wireless router so my internet works through an outage and that might change.

    FTR is playing a dangerous game when they tell people that they can’t afford to maintain their networks since it may trigger investors heading for the door and also set up management for lawsuits. (e.g. “you didn’t know that you were going to bleed customers in W. Va.?”)







Search This Site:

Contributions:

Recent Comments:

  • Jessica: I called 978.890.3027 and after stating that I was requesting to cancel my DirecTV service, the gentleman confirmed my account and immediately asked i...
  • HarryMup: Casual Dating – Best Dating Sites: http://conpuncconta.ga/j4ph?2w243IkqTRF...
  • Patricia Garcia: What gets me is that despite the state aid for and requirement to expand, they have refused to expand to our home or the rest of the road which has 15...
  • Doug: Time to walk away.. The cable operators know that customers like to buy by price, not necessarily amount. There is a reason why a "one pound" coffee...
  • Tim: Comcast needs to drop the $11.99 from my contract since I am no longer getting Cinemax. Hitz is garbage. I watch the original programming on Cinemax w...
  • Dona Pruitt: I am appalled at Comcast for doing this to it's customers, especially all of the older customers. I have been with Comcast since 2005. All of you are ...
  • Willie C Branagan: iI am continually repulsed by the fact that (WEAK) New York State's Attorney General keeps providing Spectrum with extensions. They are not going to ...
  • Damien Thomas: I disagree...I recently moved back here to Rochester (my hometown) from portland Oregon- my first time out west- and they have comcast which has Xfini...
  • Nona: I would like to lodge a complaint against Spectrum Assist in North Carolina. I called on July 1, 2019 and had my sister approved based on a flier th...
  • Charles Nemitz: I ordered spectrum internet online and was given a price. My first bill had a 9.99 one time charge for self install. I pay you to self install? Somebo...
  • Paul Houle: Funny but I noticed that FTR was doing some work on the lines between my house and the CO. When I took a closer look I saw that they ran a fiber opti...
  • Phillip Dampier: I would definitely suggest people who do not like this change call, complain, and threaten to cancel Comcast unless they offer you a better deal. This...

Your Account: