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Local service goals met, Frontier says

CHARLESTON, W.Va. -- Frontier Communications Corp. officials say the company has met West Virginia regulators' mandated goals to improve local service.

The Public Service Commission required the improvements when it approved Frontier's takeover of Verizon's landline operations in the state in 2010.

The requirements include investing nearly $280 million to improve service quality and increase broadband deployment by the end of 2013. The PSC also required Frontier to ensure that at least 85 percent of households in Verizon's former network have broadband access by the end of 2014.

"We have met all of those [conditions]," Dana Waldo, Frontier's senior vice president and general manager in West Virginia, said.

Frontier invested more than $300 million in improvements between July 2010 and April 2013, which included improving the system's quality and increasing access.

During the same period, network problems declined 25 percent, according to company data.

Customer complaints to the PSC also dropped, from more than 1,500 a year in mid-2010 to about 600 complaints in the 12-month period from May 2012 to May 2013.

Byron Harris, director of the PSC's Consumers Advocate Division, said more improvement is needed.

"Because Verizon did such a poor job, [Frontier has] shown great improvement -- but it's improvement from a lousy level," he said. "It's still not what we'd expect from a telephone company."

Waldo said Frontier would continue to invest in and expand its network in West Virginia.


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