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The Frontier building in downtown Hartford.
August 31, 2022
AG Tong announces settlement with Frontier worth more than $60M
William Tong
Frontier Communications has settled a lawsuit following an investigation by the Office of the Attorney General and Department of Consumer Protection into whether the Stamford-based company deceived or misled consumers in the marketing and sales of internet services.
The settlement, worth more than $60 million, will expand access to high-speed internet in economically distressed communities, end Frontier’s practice of charging a monthly $6.99 internet surcharge and force Frontier to improve its customer service.
Attorney General William Tong announced the settlement Wednesday.
The investigation involved more than 1,400 consumer complaints concerning charges for equipment that had been returned, poor internet quality and customer service, and charges that exceeded promised rates, according to Tong’s office.
“Frontier failed Connecticut consumers,” Tong said. “Their DSL internet quality was slow and unreliable, and their customer service was unacceptable. They tacked on hidden fees, charged families for returned equipment, and kept charging customers even after services had been canceled. That ends now.”
The settlement requires Frontier to invest in high-speed fiber for communities without adequate internet options, aimed at bringing access to 40,000 households.
In addition, Frontier has agreed to overhaul its customer service, and to end the hidden $6.99 monthly internet fee, Tong said.
Frontier must pay $1 million to the state along with $200,000 in direct refunds to consumers.
The agreement also imposes accountability measures for the next six years, including new price and billing disclosures, advertisement disclosures, requirements that the company deliver promised speeds, and assurances about transparent and fair cancellation and equipment return processes.
Customers who continue to have problems with Frontier internet service may file a complaint online at www.dir.ct.gov/ag/complaint.
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