Attorney General Tong Announces Settlement With Frontier Communications to Expand High-Speed Internet Access, End Hidden Internet Fee, and Protect Consumers From Unacceptable Marketing and Sales Tactics

The Office of the Attorney General for Connecticut announced a settlement with Frontier Communications worth over $60 million to dramatically expand access to high-speed internet for Frontier customers in economically distressed communities, end a hidden monthly $6.99 internet surcharge, and force significant improvements in Frontier’s marketing and customer service. The settlement resolves a joint investigation by the Office of the Attorney General and Department of Consumer Protection into whether Frontier deceived or misled consumers in the marketing and sales of internet services. In this investigation, the offices jointly reviewed over 1,400 consumer complaints regarding Frontier. These complaints concerned charges for equipment already returned, poor internet quality, unsatisfactory customer service, charges that exceeded promised rates, and charges that continued after services had been cancelled. The settlement requires Frontier to invest $42.5 million over the next 3.5 years to upgrade existing, outdated DSL internet service to fiber internet. The agreement requires that at least half of those upgrades be made in economically distressed communities, urban and rural, bringing high-speed, more reliable internet to as many as 40,000 families in need. The agreement provides protections for consumers offered the upgrade, including a 45-day period to decide whether to transition to fiber internet, protections against early termination or disconnection fees if they elect to cancel Frontier service, access to new customer promotional rates, and information about internet subsidies through the Affordable Connectivity Program (ACP). The agreement also forces Frontier to stop collecting a hidden $6.99 monthly “Internet Infrastructure Surcharge” which cost those customers levied the surcharge about $84 per year and an estimated $16 million statewide last year. The agreement further requires Frontier to make a $1 million payment to the state and put up $200,000 for credits and refunds to consumers who filed complaints starting in 2019. The agreement imposes a comprehensive list of accountability measures for the next six years, including new price and billing disclosures, advertisement disclosures that address the company’s DSL representations, requirements that the company deliver promised speeds or provide options for consumers who do not receive promised speeds, assurances that the company will implement transparent and fair cancellation and equipment return processes, and more. Should the company fail to adhere to its high-speed internet upgrade commitments, the Office of the Attorney General has the right to seek $6 million in penalties.