NEW BRITAIN, Conn. (AP) _ Frontier Communications officials have told utility regulators in Connecticut that they underestimated the need for more trained customer service employees after they took over AT&T’s phone, Internet and UVerse networks in October.
Kathleen Abernathy, executive vice president of regulatory and government affairs for the Stamford-based company, told the Public Utilities Regulatory Authority on Monday that lessons have been learned and Frontier still has work to do.
Customers unhappy with poor service addressed their complaints to Frontier representatives. Some complained about outages, lengthy wait times to contact customer service and appointments missed by technicians. The company acknowledged that perhaps as many as 10,000 customers had trouble with one of its services.
Some customers praised Frontier and William Henderson, president of Communications Workers of America union local, said Frontier did an outstanding job switching from AT&T