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Important information

• Government Actions:

  Government Action: BBB reports on known government actions involving business’ marketplace conduct:

  AG Nessel Reaches Assurance of Voluntary Compliance Agreement with Frontier Communications
  

  The following describes a government action that has been resolved by either a settlement or a decision by a court or administrative agency. If the matter is being appealed, it will be noted below.

  April 6, 2022, LANSING - Following internet concerns from consumers, Michigan Attorney General Dana Nessel reached an agreement with Frontier Communications to address proper advertising and service speeds.  
  
  The Assurance of Voluntary Compliance (AVC), which was filed in Ingham County Circuit Court, is now available on the Department of Attorney General website.

  The agreement reached this week includes a $15 million commitment by Frontier to improve its infrastructure in Michigan over the next four years, as well as $20,000 made available for consumers who submitted complaints to the Department or the Better Business Bureau. The Consumer Protection Team will be reaching out directly to consumers who qualify. For more details go to the Michigan Attorney General's press release. 

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• Pending Government Action:

  Government Action: BBB reports on known government actions involving business’ marketplace conduct:

  FTC Sues Frontier Communications for Misrepresenting Internet Speeds
  

  The following describes a pending government action that has been formally brought by a government agency but has not yet been resolved. We are providing a summary of the government’s allegations, which have not yet been proven.

  May 19, 2021, The Federal Trade Commission, along with law enforcement agencies from six states, sued Internet service provider Frontier Communications, alleging that the company did not provide many consumers with Internet service at the speeds it promised them, and charged many of them for more expensive and higher-speed service than Frontier actually provided. 
  
  In a complaint, the FTC and its state partners allege that Frontier advertised and sold Internet service in several plans, or tiers, based on download speed. Frontier has touted these tiers using a variety of methods, including mail and online ads, and has sold them to consumers over the phone and online.

  The FTC’s complaint was filed with the attorneys general from Arizona, Indiana, Michigan, North Carolina, and Wisconsin, as well as the district attorneys’ offices of Los Angeles County and Riverside County on behalf of the State of California. 
  
  The complaint alleges that Frontier violated the FTC Act and various state laws by misrepresenting the speeds of Internet service it would provide consumers and engaged in unfair billing practices for charging consumers for a more expensive level of Internet service than it actually provided. For more details, go to the Federal Trade Commission's press release.

  Click here for details