9.h Discussion on comments to PUC regarding Frontier
Staff Report
Date of Meeting: March 20, 2018
To: City Council
From: Neil Soltis, Administrator
Re: Comment to Public Utility Commission regarding Frontier
Background: The Minnesota Department of Commerce has opened an investigation into
Frontier Communications in the wake of widespread complaints. The Public Utilities
Commission initiated the inquiry after reports had prompted them to review their database of
complaints— revealing “a large volume,” sufficient to begin the investigation. The Commerce
Department has posted notice of the investigation on Monday and is asking customers of
Frontier who have experienced problems with the company’s service quality, customer service,
or billing practices to submit comments on their experiences to the state by May 25, at 4:30
p.m.
At the March work session the Council authorize staff to draft a letter to the PUC based on data
the City has regarding Frontier’s service for submission to the PUC.
Data collected in the comprehensive planning surveys returned by residents were summarized
and are reflected in the summary that follow this report.
Issue: Should the summary data be submitted by the City to the Public Utilities Commission
Fiscal Impact: None
Options:
1. Submit the comments as drafted
2. Amend the comments before submitting
3. Take on action
Recommendation: Option1
The City of Scandia is located in a rural area of the metropolitan region with 3,905 residents
living in 1,506 households. Due in a large part to low density, citizens have limited options for
internet service providers. Pursuant to a cable television franchise agreement, Midco
Communications provides cable, internet, and phone services to 369 customers in the City.
Options for internet services for the remaining residents are either Frontier Communications,
wireless providers, or no services.
In June 2017 the City of Scandia mailed a community survey to every household to be used in
the development of the City’s 2040 Comprehensive Plan. The response rate to the survey
was approximately 20%. In the survey residents were asked to identify up to 3 of the mo st
significant challenges facing Scandia in the future. Internet services was identified in 49.6% of
the surveys. Residents were also asked to rate the dependability and quality of the services
in the City. 77.0% of the responses rated telecommunication services fair or poor. The
survey also requested comments regarding fair or poor ratings. Internet was mentioned in
107 comments on fair or poor ratings with 24 specifically referencing Frontier citing
unreliability and poor customer service.