State probing Frontier following service complaints

Level of investment in services under scrutiny

Frontier Communications of Utah is under investigation by the state following complaints of poor service in Castle Valley and other locations in Utah where they have a state-certified monopoly on landline services. Photo by Carter Pape

The Utah Division of Public Utilities is investigating Frontier Communications of Utah following formal complaints of poor quality of service in Castle Valley, where it holds a state certificate granting it a monopoly for landline services in the area.

The Division said in a filing Monday, July 8, that it had become “concerned about the commitment to quality service exhibited by Frontier,” following two complaints, one by Sorrel River Ranch at milepost 17 on Highway 128 and the other by local Jayne May of Castle Valley.

The Division said that another formal complaint against Frontier lodged in 2015 by the owner of Hole N” the Rock exhibited “some of the same characteristics” as the other two, and that Frontier has received “an abnormal amount of informal complaints over the last few years.”

The Division’s investigation is “still in its infancy,” according to the filing, and “has not reached a conclusion.” The Utah Public Service Commission had requested a status report on the investigation, and the Division responded, saying in the filing that it “makes no recommendation.”

The Division said in its report that its investigation was intended to be “broader in scope than the issues contained in the current complaints,” and that it would be looking into whether Frontier is “investing sufficiently to provide adequate, reliable telecommunications services.”

Frontier was not immediately available for comment.