North Texas

Mayor Asks Frontier to Waive Early Termination Fee

Some North Texans have been without television, internet, and phone service – and now feel stuck with a company they never signed up with.

One North Texas mayor is calling for Frontier Communications to take action. So far, the NBC 5 Responds hotline and database have received hundreds of requests for help from people in North Texas who say they've had issues after their Verizon service switched over to Frontier on April 1.

One of them was Chip Gordon, who didn't have TV, internet or a landline for 10 days. His complaint is typical of what the NBC 5 Responds hotline receives.

"I've never experienced anything like this," said Gordon. "I feel helpless. I've called every day and every night and it just goes into a black hole."

Gordon got his issues fixed after NBC 5 Responds got involved. But many are still having problems.

That prompted the mayor of Double Oak to address the Texas Public Utilities Commission on Thursday and send an accompanying letter. Mayor Mike Donnelly wants Frontier to waive early termination fees so people still without service can change companies. He also wants more information on promised refunds to customers.

In response, Frontier sent the following statement to NBC 5 Responds:

"Frontier's first priority continues to be our customers. We're working with them to determine their needs on a case-by-case basis as we continue to process any requests they have."

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