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Holyoke Residents Express Frustration with Frontier Communications

Ryan Juntti
Updated: April 11, 2019 02:16 PM

Holyoke residents expressed frustration on Wednesday night over their experience with Frontier Communications.

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The residents say their internet service is not up to speed and feel they are not being heard when they ask for help.

The community members say they are all having problems with their internet, but say Frontier refuses to listen to their problems.

They gathered on Wednesday night to talk about their concerns relating to Frontier. They say the main problem they are having is trying to contact Frontier's customer service.

They also say that Frontier is very difficult to get in contact with, and will even hang up on them at times.

Holyoke resident Barb Samarzia says sometimes the internet will go out completely for everyone, making it very difficult to get anything done. 

"You can't log on, you can't conduct any business on the internet. You can't do any banking, you can't do whatever you have to. You can't do it," said Samarzia.

Samarzia says she has sent a letter to Attorney General Keith Ellison, which is when she says is the only time Frontier responds to help.

"We don't get any satisfaction from them until we've gone to the State Attorney, to the Public Utilities Commission, and gone to other people to say, 'can you help us get Frontier to listen to us,' " said Samarzia.

Ellison is reportedly looking into claims that Frontier sold customers internet service that Frontier knew they could not really provide.

"Every single customer is important and one displeased or out-of-service is one too many. We recognize we experience service issues from time-to-time and regret any service disruption or inconvenience.

In a large, geographically diverse territory, service interruptions happen. There are hundreds of customer service requests daily and the vast majority are handled and restored in a single day. Uncontrollable events like severe weather, construction crews cutting cables, cars hitting telephone poles or equipment cabinets or a variety of such causes can cause service disruptions and delay response and restoration.

The Minnesota Public Utilities Commission regulates voice services and Frontier has filed its response with the PUC, refuting many of the claims and conclusions in the Commerce Department’s report regarding telephone service quality. Frontier has also filed a request for mediation as the appropriate next step to achieve a prompt resolution of the matter.

We are committed to our customers and the Minnesota communities we serve; and focused on resolving issues as quickly as reasonably possible. We thank our customers and the communities we serve for their patience," Frontier Communications sent in a statement.

Credits

Ryan Juntti

Copyright 2019 WDIO-TV LLC, a Hubbard Broadcasting Company. All rights reserved

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