Verizon's Bold Move: Promising to Revolutionize Frontier's Outdated Networks in West Virginia

By Tre Spencer Mountain State Spotlight

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The Stakes at West Virginia’s Public Service Commission

The hearing room inside West Virginia’s Public Service Commission was filled with anticipation as Verizon sought to acquire Frontier Communications’ operations, serving 300,000 West Virginians. Key questions about service upgrades, customer service improvements, and broadband expansion remained largely unanswered during the hearing.

Tom Nugent, a Verizon executive, promised to bring Verizon’s full suite of services to West Virginia but deflected detailed questions to colleagues. Charlotte Lane, chairman of the PSC, expressed concerns about the quality of service for landline customers, but Nugent couldn’t provide specifics on investment plans.

Behind Closed Doors: The Settlement

Instead of public scrutiny, deliberations occurred behind closed doors, resulting in a tentative settlement. Verizon committed to:

• Answering 80% of customer calls within 30 seconds.
• Hiring 25 additional employees and converting 97 part-time workers to full-time.
• Connecting 35,000 more homes with fiber broadband within two years or investing $30 million into expanding internet service.

A Flawed Past and Skepticism

Frontier’s history in West Virginia is marred by complaints, bankruptcy, and broken promises. Many customers, like Lisa Knight, shared frustrations about slow internet and poor service. Even state broadband officials remain cautious, with some hoping service won’t get worse under Verizon.

Hope for the Future?

The settlement includes plans for high-speed internet expansion, hiring more workers, and regular reports to state regulators. Robert Williams, director of the PSC’s Consumer Advocate Division, believes Verizon listened to concerns and expects approval of the deal.

Horst Motz, a Calhoun County resident and former Verizon employee, hopes for better internet in rural areas. After waiting seven years for fiber, contractors recently told him it might arrive in three months.