Frontier Communications

Arizona

Frontier Communicatsions of White Mountain - Arizona Showlow - CWA 7019 CBA 2017 - 2020 (680.0 KiB)

Idaho

CWA Local 7670 - 2018 - 2021 Frontier Contract Final (2.6 MiB)

Minnesota

2015-2021 Frontier Communications of Minnesota Contract (5.8 MiB)

Frontier Extension (64.1 KiB)

Nebraska

Frontier - Company of Nebraska - Citizens Communications - CWA 7471 Kearney 2017 - 2020 (176.4 KiB)

From Minnesota:

Minnesota Report Finds Frontier in Violation of State Laws

Submitted by:
Jeff S. Lacher
Minnesota/North Dakota/South Dakota/Montana
Staff Representative/Organizer
Communications Workers of America, District 7

To Frontier VPs :

The Minnesota Department of Commerce on Friday released its report on Frontier service quality issues.

The report found “broad, systemic problems with Frontier’s service quality, record-keeping and business operations” and violations of at least 35 state laws and rules that the PUC has authority to enforce.

The report states that there is “a clear set of remedies to curb misconduct of rogue companies, ones who routinely, knowingly disregard the law and jeopardize the lives and well-being of Minnesotans, including hefty civil penalties and criminal prosecutions.”

The agency recommends that Frontier be required “to refund or credit customers for service outages and unauthorized charges; add staffing to improve customer service; and increase investments in infrastructure and equipment.”

Jeff Lacher in Minnesota has led the effort to coordinate our Frontier members’ support of the State’s investigation. His affidavit summarizing our members’ experiences is referenced extensively throughout the report.

The Commerce Department report confirms the findings from town-hall meetings held with Frontier customers across Minnesota last fall. The official summary of those meetings found “either that Frontier’s service quality standards… are not being met, or, if they are being met, the standards are inadequate to secure reasonable service quality.”

The town-hall meetings also produced “extraordinary praise for Frontier’s local employees, especially certain repair technicians.” Below are some examples:

• “Robert Lundquist, who is 87 years old, described Frontier’s service technicians as “fantastic,” but there are too few of them. He stated there are only two technicians to serve a large territory.”
• “As were a number of other people, Kelly Butler was highly complementary of Frontier’s local service technicians and critical of its network equipment. “
• “Jane Nolan-Komoto is a 21 year Frontier customer who owns a medical research firm and relies on internet access to run her business… Fortunately for her, Ms. Nolan-Komoto has gotten the cell number of a local technician, who has “saved” her a dozen times. Ms. Nolan-Komoto is concerned that Frontier’s service technicians are overloaded and will burn out.”
• “Mr. Niedermayr blamed the Company’s management team for the poor service. He thought Frontier technicians were trying hard but were not properly managed and directed.”

News Links:

Minnesota slams Frontier Communications over service failures – MPR

State: Frontier Communications may have violated at least 35 laws  – Minneapolis Star Tribune

Frontier Communications has failed to provide adequate or reliable service, according to Minnesota Commerce Department investigation

Frontier Service Quality Report (18.9 MiB)

Coming soon….