NY PSC Staff Blasts Frontier Service Quality Data
Frontier Communications service quality needs improvement in New York state, said a Public Service Commission staff report released Friday. Staff became concerned in 2018 “due to increased PSC complaints and inquiries from local, county, and State government representatives, including emergency…
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response entities, regarding long repair durations and repeated out-of-service conditions, as well as Internet access and speed issues,” it said. Staff sought data but found accuracy issues that “reflect negatively on company methods and procedures impacting the generation of the data used to calculate its service quality results.” While gathering data for the agency, “Frontier discovered that it had omitted a number of customer trouble reports from the routine monthly service quality data it had reported for years,” staff said. “Although the company did resubmit three years of corrected data, the full extent and history of this problem has not yet been developed.” Frontier continues “to work cooperatively with the Commission to address their questions on Frontier’s reporting methods and procedures," said Kenneth Mason, senior vice president-federal regulatory affairs, in an emailed statement.