Make us your home page
Instagram

Frontier Communications still working to fix isolated service outages

TAMPA — Frontier Communications officials said Wednesday that they are still working to fix isolated service outages as they continue their takeover of Verizon's TV, Internet and landline phone service.

The company now acknowledges that some customers may still be affected by the transition from Verizon that started Friday for customers in Florida, Texas and California. Frontier has more than 500,000 customers in the Tampa Bay region.

In fact, some Frontier customers continue to report to the Tampa Bay Times that they have been without either phone or Internet service for six days.

"The important thing is that we'll be getting those situations addressed as soon as possible," Frontier spokesman Bob Elek said. "I can tell you we have people working tirelessly to address any kind of service issue. We are not at all diminishing what people are experiencing. In fact, we're very upset about it and don't blame customers for being upset as well."

Frontier officials, however, still believe that some problems are unrelated to the transition and are just everyday glitches that any provider encounters, including some of those who lost service during a severe rain and lightning storm Saturday.

But other customers are convinced their problems are tied to the transition.

Dr. Henry E. Wiley III, a Tampa dermatologist, said his office has been without Internet since Friday morning, an outage that continued through Wednesday. He said he has a backup system through another provider. But that isn't a perfect workaround, providing a slower connection. And his practice is still unable to bill customers paying by credit card.

"This does wear down my staff," Wiley said. "Frontier says they are working on it. But when you call them, nobody knows what's going on."

One of the largest ongoing outages in the nation tied to the transition from Verizon to Frontier involves 17 schools in the Westminster School District, south of Los Angeles. Trish Montgomery, a spokeswoman for the district, said they have been without Internet and telephone service since Friday. About 9,500 students had been out on spring break, though they returned Tuesday.

Montgomery said Frontier informed the district that service would be returned today. "It's a frustrating situation," Montgomery said.

Locally, Barney's Motorcycles and Marine also had been without Internet service since Friday at its locations in St. Petersburg, Brandon and Brooksville. But service was restored Wednesday afternoon.

Dr. David Rothberg, a Palm Harbor ophthalmologist who is part of the Diagnostic Clinic Medical Group, said the group has threatened to file suit against Frontier for an Internet outage that started Friday and still had not been resolved by late Wednesday.

Three Frontier trucks appeared at the practice Wednesday, but Rothberg said technicians blamed a network issue in Tampa on his outage, so they could not immediately reconnect him. Rothberg noted that a Frontier customer service representative told him his case had been raised from a Level 3 to a Level 4 priority. But he wasn't sure what that meant.

"We've still not been able to find out how many levels there are," Rothberg said.

Contact William R. Levesque at levesque@tampabay.com. Follow @Times_Levesque.

Frontier Communications still working to fix isolated service outages 04/06/16 [Last modified: Wednesday, April 6, 2016 8:45pm]
Photo reprints | Article reprints

© 2017 Tampa Bay Times

    

Join the discussion: Click to view comments, add yours

Loading...
  1. 'Road to Nowhere' is back: Next phase of Suncoast Parkway coming

    Roads

    Despite intense public opposition and dubious traffic projections, the Florida Department of Transportation has announced that construction of the toll road known as "Suncoast 2" is expected to start in early 2018.

    The Suncoast Parkway ends at U.S. 98 just south of Citrus County. For years residents have opposed extending the toll road, a project dubbed the "Suncoast 2" into Citrus County. But state officials recently announced that the Suncoast 2 should start construction in early 2018. [Stephen J. Coddington  |  TIMES]
  2. A sports rout on Wall Street

    Retail

    NEW YORK — Sporting goods retailers can't shake their losing streak.

  3. Grocery chain Aldi hosting hiring event in Brandon Aug. 24

    Retail

    BRANDON — German grocery chain Aldi is holding a hiring event for its Brandon store Aug. 24. It is looking to fill store associate, shift manager and manager trainee positions.

  4. Lightning owner Jeff Vinik backs film company pursuing global blockbusters

    Corporate

    TAMPA — Jeff Vinik's latest investment might be coming to a theater near you.

    Jeff Vinik, Tampa Bay Lightning owner, invested in a new movie company looking to appeal to a global audience. | [Times file photo]
  5. Trigaux: Look to new Inc. 5000 rankings for Tampa Bay's future heavyweights

    Business

    There's a whole lotta fast-growing private companies here in Tampa Bay. Odds are good you have not heard of most of them.

    Yet.

    Kyle Taylor, CEO and founder of The Penny Hoarder, fills a glass for his employees this past Wednesday as the young St. Petersburg personal advice business celebrates its landing at No. 25 on the 2017 Inc. 5000 list of the fastest growing private companies in the country. Taylor, still in his 20s, wins kudos from executive editor Alexis Grant for keeping the firm's culture innovative. The business ranked No. 32 last year. [DIRK SHADD   |   Times]