Some Connecticut residents say Frontier switchover left them without service

NEW HAVEN >> While Connecticut politicians and Frontier Communications executives celebrated the Stamford-based company’s takeover of AT&T’s telecommunications network, some customers were fuming because of service glitches that left them without Internet and television service.

Gauging just how widespread the problems are has been difficult because company officials have been unable or unwilling to provide details on how many customers have been affected. The company provides telecommunications, Internet and television services to 1.3 million households and business statewide.

The problems started shortly after Frontier took control of the former AT&T network at 12:01 a.m. Saturday. Customers who contacted the New Haven Register since then have reported not getting any programming from UVerse television service or not getting some channels, a total loss of digital subscriber line Internet service or an inability to access certain websites.

“This weekend, Frontier converted approximately 415,000 data connections as well as 875,000 voice and video links,” Ken Arndt, Frontier’s East Region president said. “Given the magnitude of this conversion, we are very pleased that the overwhelming majority of customers, approximately 99 percent experienced a seamless transition from AT&T’s service to Frontier.”

But Paul Quick, Frontier’s Connecticut general manager, said that some customers were still without service even as the company officials were defending their performance Monday afternoon.

“There were some system problems that couldn’t have been anticipated, some problems with code,” Quick said.

That was small consolation to customers like Wayne Travers Jr. of Shelton. Travers has trouble since Saturday accessing some of UVerse’s services, including digital video recording and on-demand programming and was to have a Frontier technician come to the home Sunday morning.

“Still waiting for the AT&T — or is it Frontier — technician to arrive for our scheduled 8 a.m. to noon Sunday service appointment,” Travers wrote on Facebook Monday morning. “The customer service rep said the technician was running a little late.”

Another Frontier customer, Scott Ferguson, took to social media to express his frustration that Frontier executives and politicians seemed to be in denial about the problem.

“Why do these officials keep saying ‘went off without a hitch’ & ‘99 percent of problems are fixed’ when it clearly isn’t the case?” Ferguson tweeted.

Mike Delucia, a New Haven resident, asked a question that was likely on the minds of many Frontier customers.

“Are we going to get compensated for not having all available services?” Delucia tweeted.

Quick was noncommittal about the possibility of bill credits or customer refunds.

“I can’t speak to that right now,” Quick said. “I’d have to learn more on a case by case basis.”

Connecticut Attorney General George Jepsen said his office only fielded six complaints from consumers about customers over the weekend.

“We take any disruption of service very seriously,” Jepsen said. “And while you have to expect some problems with a switch of that magnitude, I do think it would be an appropriate gesture to offer customers some sort of bill credit.”

While consumers were expressing frustration at Frontier’s service glitches, some veteran AT&T employees said they have been relieved that company is Connecticut-based and shows a concern for telecommunications workers that they haven’t seen since the local phone company was SNET. SBC Communications acquired SNET in 1998 and subsequently purchased AT&T, taking that company’s name in the process.

“They’re giving me a $4,000 a year raise,” Jackie Barrett, a 22-year veteran of the local phone company, said of Frontier. “I’ll take that.”

Jan Possidente, a Guilford resident, manages the engineering department and said she initially was nervous about Frontier purchasing the bulk of AT&T’s Connecticut services.

“I think it will be like it was back in the SNET days,” Possidente said. “They really seem to be concerned about giving back to the community, especially when it comes to volunteering. AT&T didn’t seem to care about that.”

Call Luther Turmelle at 203-680-9388. Have questions, feedback or ideas about our news coverage? Connect directly with the editors of the New Haven Register at AskTheRegister.com.