PURA Approves Frontier Service-Quality Settlement in Connecticut
Frontier Communications will provide automatic bill credits to Connecticut customers affected by missed appointments and service outages lasting at least 48 hours, the state’s Public Utilities Regulatory Authority said Tuesday. PURA approved a settlement agreement, announced Nov. 14, between Frontier…
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and the Connecticut Office of Consumer Counsel (OCC). Frontier will provide the automatic bill credits for three years, starting Jan. 1, the agreement said. Under the same pact, Frontier agreed it will pay $860,000 in bill credits to customers who suffered the same types of issues from Jan. 1, 2023, to Dec. 31, 2024. The settlement also requires more detailed semi-annual reports from Jan. 1, 2025, to Dec. 31, 2027. Prior to the settlement, Frontier faced a possible $2.5 million fine after a probe found it repeatedly failed to meet two metrics during a 108-month period. In written testimony last month, Frontier called the amount, which included a $860,000 fine for violating the service-quality metrics, plus $1.62 million for failing to file exception reports, “excessive and unreasonable” (see 2410070036). “Consumers across the state pay top dollar for the critical services Frontier provides, but when Frontier fails to live up to their end of the bargain, they have a debt to pay to their customers," Connecticut Consumer Counsel Claire Coleman said in a statement. "This settlement agreement will directly help those harmed by these failures and discourage future lapses." Due to the order, PURA canceled a hearing in the proceeding (docket 24-01-15RE01) that was scheduled for Friday.