SOUTH WINDSOR--The transition from AT&T to Frontier Communications is underway for more than 1.3 million cable, voice and internet customers.
But some say that transition has been anything but smooth so far.
South Windsor's Audrey Delnicki knew Frontier was taking over her AT&T service after the company paid $1.25 billion for the contract in Connecticut. What Delnicki didn't expect was a service interruption, which she discovered Saturday when her Internet shut off, forcing her to call Frontier.
"I stayed on the line and talked to someone and they couldn't give me an ETA and I'm like, in this day and age, technology should be an easy switch," said Delnicki.
But for many the switch has not been easy.
West Hartford student Chelsea Bopp says she'd like a credit to her account after losing service on Monday.
"Around 11 o'clock yesterday while I was doing an online homework assignment the internet just completely cut out and we haven't gotten it back since," said Bopp.
Bopp said a Frontier representative told her the internet probably won't be working until Thursday.
"My entire schooling is online so I can't do any work at home which is bad because my assignment's due tomorrow," she told Fox CT Tuesday night.
Frontier TV says in response to complaints, the company will provide all previous U-verse customers with a $50 billing credit. The credit will be automatically applied to each account by the end of the year, and customers don't need to call to receive the money. The move was made to accommodate what the company says was one percent of customers who experienced a service interruption. This amounts to about 10,000 customers who noticed an issue with their service.
Any customers who experienced "any substantial broadband disruption" will get a further bill credit for the time they had without service. Frontier will call all customers to confirm the credit.
Fox CT asked Facebook friends how their service has been since the switch from AT&T to Frontier.
We got over 200 comments on our Facebook page and most of them were from customers who were upset.
"I feel lucky compared to people with their u-verse [sic] and not getting their channels and their dvrs not working. I feel sorry for them," said Delnicki.
The Facebook comments vary: some say their Internet isn't working, some say their U-Verse DVR malfunctioned and others say the public utilities commission should have required AT&T to be a part of the transition.
Frontier Communications declined Fox CT's request for an on-camera interview Tuesday, but did send a written statement from Ken Arndt, Frontier Communications' east region president:
"This weekend Frontier converted approximately 415,000 data, 875,000 voice, and 215,000 video connections in Connecticut. Given the magnitude of this conversion, we are very pleased that the overwhelming majority of experienced a seamless transition from AT&T’s service to Frontier’s. That said, even one customer with a service problem is one too many, and we are aware of some targeted issues. We know that it’s frustrating for those customers who are experiencing service issues, and we apologize. We want you to know that we’re working quickly to resolve them.
It is noteworthy that there are no widespread issues. Phone service has continued, and although there were some intermittent Internet issues in specific geographic locations, this was limited and not state-wide. Again, we sincerely apologize for the inconvenience some customers have experienced. Our teams have been working throughout the weekend to resolve any remaining issues, and will continue round-the-clock. We ask customers having problems to call us at 1-800-921-8101.
Going forward, Frontier’s network investments will help to attract new businesses, spur economic development and overall enhance the quality of life in our communities. We think that when you put all these elements together – a highly-skilled workforce, great products and services, and a commitment to local responsiveness and community engagement – they spell success and a bright future."
Despite the problems so far, Chelsea said she'll stay with Frontier--for now.
"I would definitely have some patience and stay with it because it's definitely very annoying to switch services and get new stuff all the time, so I'll wait it out a little bit and see what the service is going to be like in the future," said Bopp.
If you're having an issue you can contact Frontier at 800-921-8101.