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Frontier offers improvement plan

Posted: 7:41 PM, May 12, 2016
Updated: 2016-05-13 01:56:50-04

Tampa bay's newest service provider is working to solve hundreds of customer complaints.

A Frontier spokesperson told us they estimate complaints in the low thousands related to service and billing problems problem that hit after Frontier's takeover of Verizon’s phone, TV and internet services.

Frontier apologized and announced a game plan to deal with the issues on Thursday.

The plan was announced after the communications giant suffered weeks of public backlash and questions from state officials.

Both the Florida Agriculture Commissioner Adam Putnam and Attorney General Pam Bondi criticized Frontier's handling of the situation.

The Attorney General's office has so far received 700 complaints.

Frontier presented its improvement plan to Pam Bondi's office.

Frontier's plan:

  • Switching to a US based call center for Florida residents, wait time under 2 minutes
  • Create a special residential customer care phone number for the next 30 days, (888) 457-4110
  • Creation of a "swat team" for rapid response to service outages
  • Bill credits will be issued to every customer who reports outage

The company claims to have restored service to the majority of its affected customers.