Frontier says it is making 'solid progress' solving service outages in newly acquired markets

Frontier says it's making progress in solving issues in its new wireline properties, but that's little solace to some users who have been without service since the transition began on Friday. 

A user in Tampa, Fla., said it has been four days "and counting without internet service."

Likewise, a FiOS TV user in New Port Richey, Fla., said they have been without television since Sunday," adding that they have not received an estimated time to repair.

These customers are hardly alone. On Down Detector, a large number of broadband and video subscribers in all of the new regions are reporting they still can't get Internet access or use their video service.

Frontier outages Down Detector

Outage heat map showing user-reported issues, with a large number originating from the Tampa Bay and Los Angeles metro areas. (Source: Down Detector)

After completing the acquisition of Verizon's wireline properties in three states on Friday, a number of users reported that they were seeing issues with their broadband and video services.

The telco said on Friday that it had some problems as it began the formal integration of the Verizon assets in California, Florida and Texas. At that time, the been fixed by 9:30am ET that morning.

Frontier told FierceTelecom that some of its customers are still having problems with its VoD and its ID services.

"Some customers are experiencing issues viewing previously available Video on Demand (VOD) content as well as registering for a Frontier ID," said Brigid Smith, a Frontier spokeswoman in an e-mail to FierceTelecom.  "VoD content is now available and we are adding more titles daily, including movies and TV shows previously purchased by customers.  We are also resolving outstanding issues related to Frontier ID.  We are making solid progress."

Smith added that customers seeing service issues "should not be concerned about a bill due during this transition period because no late fees will be applied to their account for the first month."

This is not the first time Frontier encountered service disruption after cutting over new properties onto its own systems.

These current issues are similar to what it saw after acquiring AT&T's Connecticut assets in 2014.

After Frontier ported the AT&T (NYSE: T) customers onto its own system, customer complaints spiked over lost connections.

Related articles:
Frontier sees broadband, video service issues in newly acquired Verizon territories
Frontier wraps $10.5B, 3-state acquisition of Verizon wireline properties, plans to expand workforce
Verizon, Frontier may face service disruption due to Florida pole attachment dispute
Frontier says it costs over $1B for carriers to provide rural voice services
Frontier downgraded by Citigroup as analysts fret ahead of closing Verizon deal

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