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Frontier Communications responds to service audit

CHARLESTON, W.Va. — Frontier Communications Inc. says it is “willing to implement” multiple changes listed in an audit of the company’s operations in West Virginia.

Frontier Communications on Thursday responded to the audit, which the Public Service Commission of West Virginia ordered following multiple concerns about Frontier Communications’ landline operations

The audit covered the status of the company’s copper network — including staffing and capital investment — as well as company policies and metrics determining the quality of service. Schumaker & Company Inc. submitted the audit on March 18.

Frontier Communications took over the Verizon landline network in 2010.

Frontier Communications said in its response it is prepared to invest more into maintenance and evaluation of facilities, as well as develop procedures to improve call centers and decrease the work backlog.

The company added it hopes the commission is also holding similar standards to wireless competitors, naming AT&T Inc. and Verizon Communications Inc., and asked the commission to lead in the creation of a universal service fund to ensure availability of affordable services.

“They are subject to little or no service quality regulation, and certainly nowhere as much as Frontier,” Frontier Communications said. “And, they have avoided entirely the carrier of last resort obligation, Frontier is thanklessly saddled with this obligation.”

Frontier Communications was originally scheduled to submit its response in March; the submission date was changed because of the ongoing coronavirus pandemic and Frontier Communications filing for Chapter 11 bankruptcy protection.

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