West Virginia PSC Says Frontier Missed Deadlines in Probe
Frontier Communications failed to post a request for proposal for an audit of the carrier’s West Virginia operations, among other missed deadlines, the West Virginia Public Service Commission said Wednesday. The PSC ordered Frontier file all late documents as soon…
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as possible and notify it immediately if it misses any more deadlines in docket 18-0291-T-P. The commission ordered an audit of the operations in August after “numerous and increasing complaints" about Frontier’s quality of service. The PSC said an outside auditor paid by Frontier should review if the company is operating efficiently, using sound management practices and devoting enough staff and capital investment for the copper network. The audit also would cover adequacy of service-quality policies, procedures and metrics, the declining customer base’s impact on “internal cash flow from operations relative to historic and current copper infrastructure maintenance and capital investment,” and how labor-management relations and the current bargaining agreement affect service quality and response times. Minnesota also is investigating Frontier service quality after consumer complaints (see 1901240025). “Frontier takes this matter very seriously," a spokesperson said. "Providing adequate, reliable and affordable connectivity service to our West Virginia customers is our highest priority.”