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AG Tong Settles with Frontier Over Slow Internet and Deceptive Marketing Allegations

  • Connecticut AG William Tong reached a settlement with internet service provider Frontier Communications and its subsidiaries and related entities (collectively, “Frontier”) to resolve allegations that Frontier violated the state’s Unfair Trade Practices Act (CUTPA) by misrepresenting internet speeds, as well as engaging in several misleading marketing, sales, and customer services practices.
  • According to the AG’s office, Frontier misrepresented the nature, quality and characteristics of its DSL Internet Service and DSL Bundled Service and contracted with consumers for these services knowing it could not provide them to the listed addresses. In addition, the AG alleged that Frontier billed customers for cancelled service, added a hidden “internet infrastructure surcharge” to customer invoices, and charged customers for equipment that had been returned.
  • Under the terms of the Stipulation Judgment, Frontier will, among other things, spend $42.5 million in capital expenditures to upgrade its existing DSL service territory to high-speed fiber-optic internet, with at least half of the installations made in economically distressed communities. In addition, Frontier will stop charging consumers an internet infrastructure surcharge, pay the state a $1 million penalty, and, among other things, provide $200,000 in credits and refunds to existing customers. Should Frontier fail to adhere to its high-speed internet upgrade commitments, the AG reserves the right to seek an additional $6 million in penalties.