AG releases Frontier settlement progress report

Frontier Communications has increased internet speeds for approximately 23 percent of customers impacted by its estimated $160 million settlement with West Virginia, according to a press release from Attorney General Patrick Morrissey.
According to the release, Frontier Communications entered into the settlement to resolve complaints about internet speeds provided to its customers. The agreement, announced in December 2015, marked the largest, independently negotiated consumer protection settlement in West Virginia history.
The multi-faceted agreement requires Frontier to invest at least $150 million in capital expenditures to increase internet speeds across West Virginia, lower monthly rates for affected consumers and contribute $500,000 to the state’s Consumer Protection Fund.
Frontier, to date, has spent $48.7 million in capital expenditures, funds which the company reports has increased internet speeds to 6,320 customers throughout West Virginia, according to the company’s most recent quarterly report filed with the Attorney General’s Office.
The Attorney General’s Office, between 2013 and 2015, received multiple complaints from customers paying for Frontier’s high-speed service, which advertised Internet speeds up to 6 megabits per second.
Many consumers advised their Frontier service was slow or did not meet expectations. The subsequent investigation found many customers expecting Internet speeds “up to 6 Mbps” frequently received speeds 1.5 Mbps or lower.
Frontier denied any allegation of wrongdoing and entered into the settlement to resolve disputed claims without the necessity of protracted and expensive litigation.
The settlement specifically required Frontier to invest $150 million in addition to its $180 million in planned upgrades as part of the federal government’s Connect America Fund II.
The discounted monthly rate set bills for approximately 27,500 affected customers at $9.99 – a reduction expected to cost Frontier $6.25 million per year, which will shrink with time as the discount remains in effect until mandated improvements allow Frontier to increase existing download speeds to meet its advertisement.
Those with further questions can contact the Attorney General’s Consumer Protection Division at 800-368-8808 or visit the office online at www.wvago.gov.
Frontier also has established a customer service phone number at 888-449-0217.