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Frontier Communications Resolves Longstanding Service Problems with Proposed Settlement Agreement

Customers in Sullivan, Tioga, Bradford, Wyoming, and Susquehanna counties who have been experiencing telephone and Internet service issues with Frontier Communications may find solace in a proposed settlement agreement recently filed with the Public Utility Commission. The Office of Consumer Advocate (OCA), the Office of Small Business Advocate (OSBA), and the company have all expressed their support for the agreement.

The service problems reported by customers ranged from interruptions and slow speeds to missed appointments, rude customer service, and emergency call issues. However, the proposed settlement offers a solution by providing credits or refunds for telephone and internet service failures. Additionally, the agreement mandates that Frontier invest in its neglected facilities, which have been the root cause of the service problems.

State Rep. Joe Hamm, R-Hepburn Township, joined other legislators in advocating for Frontier to fulfill its promises to its customers. In fact, a group of state House lawmakers introduced six bills aimed at holding telecommunications companies accountable to their customers.

Frontier Commonwealth customers now have the opportunity to share their feedback on the proposed settlement during a 45-day comment period. The comments can be submitted electronically or via mail to the Office of Consumer Advocate, and they will be considered by the administrative law judges in the case.

Consumer Advocate Patrick Cicero believes that the commitments secured from Frontier Commonwealth, including significant capital expenditures and credits/refunds for consumers, will lead to more reliable access to essential telephone service and broadband for Pennsylvania consumers. Cicero urges the public to provide their views on the settlement to ensure the Pennsylvania Public Utility Commission considers all perspectives.

Small Business Advocate NazAarah Sabree is pleased with the settlement terms negotiated for Frontier Commonwealth’s customers, especially small business customers. As part of the settlement, small businesses will enjoy a rate freeze until Jan. 1, 2025. Sabree emphasizes that this joint settlement demonstrates effective advocacy and highlights the commitment of her office to answer any questions.

The proposed settlement goes beyond providing credits and refunds for service failures. It also addresses various issues related to emergency response, missed repair appointments, phone installation delays, and broadband services. Moreover, to better serve customers with medical conditions, Frontier will publicize its medical certification process, enabling customers to prioritize their service needs.

Furthermore, the proposed settlement requires Frontier to invest in the maintenance and improvement of its system. This commitment includes significant capital investment, the development of a maintenance plan, targeted improvements to problematic wire centers, ongoing reporting and accountability, a rate cap for small business customers, a customer support hotline, and investment in workforce development.

Once the public comment period concludes, the administrative law judges will consider all comments and issue a recommended decision. At this point, the involved parties may either accept or withdraw from the settlement based on the judge’s recommendations or modifications ordered by the commission.

To access the full proposed settlement and a summary of the document, visit OCA.pa.gov.

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