After getting numerous complaints about Frontier Communications service, the West Virginia Public Service Commission ordered an audit of the company, in August 2018.

The goal of the audit was to determine: "if Frontier was operating efficiently, utilizing sound management practices and to identify those areas where Frontier was operating inefficiently." The PSC's order mandated that the audit be done by an outside firm and that Frontier pay for it.

The audit's focus is: "on the current status of the copper network; adequacy of staffing levels dedicated to the copper network; adequacy of capital investment in the copper network since 2010; adequacy of policies and procedures impacting the quality of service; adequacy of metrics currently in place to measure quality of service; impact of the declining customer base on internal cash flow from operations relative to historic and current copper infrastructure maintenance and capital investment; and the impact of the current bargaining agreement and ongoing relations between management and labor on customer service quality and response timing. The audit is also to make appropriate recommendations for addressing those areas that need to be improved."

On January 23, 2019 Frontier informed the PSC that it had missed several of the deadlines imposed by the commission's order. On Wednesday, the PSC issued a new order to Frontier, directing the company to file all of the missing documents as soon as possible and to immediately notify the PSC if it misses any future deadlines.

You can read all of the documents filed in the case, on the PSC's website, by searching case number 18-0291-T-P.

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