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Towns address Frontier troubles

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frontier communicationsMany southern Denton County residents and businesses continue to have issues with Frontier Communications since they took over Verizon FiOS service in Texas on April 1.

Flower Mound and Highland Village are the two latest municipalities to recognize their residents’ frustration regarding the transition and have called on state officials for help.

While the cities themselves does not regulate these services, officials have been working to assist those who have been impacted negatively.

Jimmy Stathatos, Flower Mound’s Town Manager, and his staff, spoke with the vice president and general manager of Frontier Communications in a recent conference call to relay residents’ concerns and request an update as well as a plan of action.

“Frontier has assured the Town they will be working to correct these problems and have devoted additional staff to Flower Mound customers,” stated a press release from the town.

In addition, the town contacted State Rep. Tan Parker as well as the Public Utility Commission (PUC) of Texas.

Highland Village Mayor Charlotte Wilcox likewise submitted a letter to the PUC on behalf of Highland Village residents. The letter was also sent to Rep. Parker, Texas Senator Jane Nelson, and State Rep. Ron Simmons.

This follows an Open Letter to Frontier and state and federal officials from Double Oak Mayor Mike Donnelly.

In the meantime, Frontier provided the following contact information for residents and businesses:

• Residents: Call 800.921.8101 for customer service or visit meetfrontier.com/contact-us and select “click to chat”
• Businesses: Call 800.921.8102 for customer service

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  • from a bud who works for Verizon in transferring to Frontier:

    “Frontier didn’t get screwed. The systems stay the same for one year and we gave them an entire IT team to support the backend in the transition. We worked with them for MONTHS before the transition. This is not Verizon’s fault. The reality is that they are using the exact same system we do for FiOS. We just cut the ties in the database so the 2 sides don’t talk. The outages are all on frontier. They got our systems and our people and they still can’t make it work. Vz tried to tell them to convert rather than transition status quo. We even built them a proprietary version of our ordering system. In my mind it was gift wrapped. Interestingly, customers started complaining of slower throughput immediately after Frontier took over… And they are incapable of restoring service… Even though it’s the same people and the same systems.”-end quote

    what I just stated above is from a Verizon employee that assisted in the transfer to Frontier so he knows what he’s talking about.

    Here’s another post from another Verizon employee :

    “The first Frontier purchase in 2009-2010 was relatively smooth because the properties sold were operated as a joint venture for about a year. This gave Frontier time to slowly integrate the newly-acquired properties into their operations so as to minimize disruption.

    The 2016 purchase was essentially an immediate conversion. On midnight April 1, the network was cut over from Verizon management and connectivity to Frontier. The connectivity was handled mostly gracefully with central offices maintaining connection to the outside world, but Frontier management systems did not adapt to the sudden influx of heterogeneous elements so well, effectively resulting in bad configs being pushed to individual customers and central office equipment.

    There are other aggravating circumstances. The company roughly doubling in size with >10,0000 Verizon employees making the same sudden transition to fundamentally new systems and processes did not help things. Another problem specific to voice is that a large percentage of Verizon fiber customers had migrated to VoIP platforms that Frontier did not have an analogue for (the tiny handful of VoIP fiber customers obtained in 2009-2010 were migrated back to TDM voice). Network management practices had diverged enough in ~7 years that the networks acquired in 2016 were markedly different animals than the 2009-2010 networks. The markets served are also markedly different – Frontier is heavily focused on being a rural to mid-sized city markets; the properties acquired ran the gamut but had an urban focus with different expectations – this may be shading Frontier’s approach to solving the many lingering problems.”

    -end quote

    So this is on Frontier’s end.

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