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SOS' long history with Frontier Communications

  • CHRIS RICKERT , 608-252-6198
  • Feb 11, 2021
  • Feb 11, 2021 Updated May 20, 2021

Frontier Communications, which mainly serves rural parts of Wisconsin, has struggled to provide consistent service.

SOS: Mother's Day comes really late for Madison woman

Five days after the start of Hanukkah, Maureen Sorensen let SOS know she was still hoping for her long-overdue Mother’s Day gift from Verizon.

With SOS playing a kind of not-so-secret Santa, the gift arrived mid-Kwanzaa, and she was able to celebrate New Year’s Day with the promise of more than $500.

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SOS: Cottage Grove couple gets credit for phone company no-shows

Sure, Frontier Communications was willing to waive charges for the two weeks a Cottage Grove couple was without telephone and internet service. But what about the three half-days one of them had to take off work to wait for a Frontier repair technician who didn’t show up?

For that, there was initially to be no similarly corresponding recompense.

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SOS: 2-month, 5-letter quest to correct TV bill ends in one phone call

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SOS: Veteran gets what's coming to him — from Amazon

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SOS: Bogus charges and canceled services end in partial refund for telecom customer

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SOS: Trio of solutions amounts to $377.99 for readers

Pat and Rick Steimel thought $177.53 was a little steep for one day of DirecTV satellite television. Ivy Yttri thought she shouldn’t have to pay Frontier Communications extra for reliable internet service. And Ken Schuman struggled to understand why he was charged different amounts for the same procedure at the same facility three months apart.

All of which would likely have amounted to a hill of beans without an assist from SOS.

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SOS: Bills were never ending. The channels? Not so much

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SOS: Madison woman promised scooter fix

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SOS: Cellphone service ends; cellphone bills do not

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SOS: Finally, a hello to Facebook, a goodbye to Frontier Communications

This week, problems solved from opposite ends of communications history:

About 2.7 billion people are on Facebook. Still, for a company whose profits depend on monetizing as much user data as possible, you’d think it would want to make becoming a user easy.

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SOS records its first twofer: Another canceled-flight recompense runaround

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SOS: Don't sit down for this one: Refund promised for saggy sectional

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SOS: Life's not so good with refrigerator that won't stay cold

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For the better part of two centuries, our journalists have worked tirelessly to bring our readers the most important news of the day. We’re here to serve the community. We’re here to serve you.

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Meet the Madison area's Top Workplaces in 2020

Govt-and-politics

Madison-area firms show variety, innovation

  • DENNIS CHAPTMAN Special to the State Journal
  • Updated Jun 2, 2021

Madison’s strong economy, marked by its diversity, workforce and historically low unemployment, is a fertile seedbed for new-company innovation and place for well-established businesses to thrive.

Employees choose Top Workplaces through survey
Govt-and-politics

Employees choose Top Workplaces through survey

  • BOB HELBIG Energage
  • Updated Jun 2, 2021

Who determines Top Workplaces? The best judges: the employees who work there.

2020 Top Workplaces Chart
Govt-and-politics

2020 Top Workplaces Chart

  • Updated Jun 2, 2021
No. 1 LARGE | SUMMIT CREDIT UNION  Summit builds talent, cultivates a culture of helping members
Govt-and-politics

No. 1 LARGE | SUMMIT CREDIT UNION Summit builds talent, cultivates a culture of helping members

  • DENNIS CHAPTMAN Special to the State Journal
  • Updated Jun 2, 2021

Engaged leadership, a culture of building employee skills and a commitment to helping members boosted Summit Credit Union to the top spot among large firms in this year’s Top Workplaces project.

NO. 2 LARGE | KWIK TRIP INC. Kwik Trip picky in hiring, generous in rewarding employees
Govt-and-politics

NO. 2 LARGE | KWIK TRIP INC. Kwik Trip picky in hiring, generous in rewarding employees

  • DENNIS CHAPTMAN Special to the State Journal
  • Updated Jun 2, 2021

Working in a convenience store isn’t always seen as desirable, but Kwik Trip officials say their employee benefits and choosiness in hiring have helped redefine that image for the 680-store chain.

NO. 3 LARGE | EVCO PLASTICS Plastics firm values the people who optimize technology
Govt-and-politics

NO. 3 LARGE | EVCO PLASTICS Plastics firm values the people who optimize technology

  • DENNIS CHAPTMAN Special to the State Journal
  • Updated Jun 2, 2021

EVCO Plastics, a third-generation family company, believes that the power of technology is unleashed by the right human touch.

NO. 4 LARGE | TDS TELECOMMUNICATIONS Tradition of investing in employees pays dividends for TDS
Govt-and-politics

NO. 4 LARGE | TDS TELECOMMUNICATIONS Tradition of investing in employees pays dividends for TDS

  • DENNIS CHAPTMAN Special to the State Journal
  • Updated Jun 2, 2021

In 1969, when LeRoy Carlson started what today is TDS Telecommunications, he was a believer in investing in employees – a value that company officials say continues as the firm enters its 51st year.

NO. 5 LARGE | WAUNAKEE COMMUNITY SCHOOL DISTRICT Embracing community values leads to strong, effective schools
Govt-and-politics

NO. 5 LARGE | WAUNAKEE COMMUNITY SCHOOL DISTRICT Embracing community values leads to strong, effective schools

  • DENNIS CHAPTMAN Special to the State Journal
  • Updated Jun 2, 2021

The Waunakee Community School District draws its identity and its workplace culture from the community it serves.

EXECUTIVE Q&A/ANNA STERN, TRI-NORTH BUILDERS INC. VICE PRESIDENT Builder stresses the importance of workplace culture
Govt-and-politics

EXECUTIVE Q&A/ANNA STERN, TRI-NORTH BUILDERS INC. VICE PRESIDENT Builder stresses the importance of workplace culture

  • DENNIS CHAPTMAN Special to the State Journal
  • Updated Jun 2, 2021

Tri-North Builders Inc. was founded in Madison in 1981 as a general contracting firm and has continuously expanded services to offer pre-construction, general construction, construction management, design-build, independent cost estimating and green-building consulting services.

Culture is vital to attracting, retaining top employees
Govt-and-politics

Culture is vital to attracting, retaining top employees

  • DENNIS CHAPTMAN Special to the State Journal
  • Updated Jun 2, 2021

Finding qualified, talented employees is a tough job in a low-employment landscape such as Madison’s – but keeping them is also a major challenge that cuts to the heart of a workplace’s culture.

NO. 1 MIDSIZE | SENIOR HELPERS Caregivers, clients share goal of keeping seniors at home
Govt-and-politics

NO. 1 MIDSIZE | SENIOR HELPERS Caregivers, clients share goal of keeping seniors at home

  • DENNIS CHAPTMAN Special to the State Journal
  • Updated Jun 2, 2021

Taking care of the caregivers is one of the ways that Senior Helpers built a culture of compassion among its 160 employees.

NO. 2 MIDSIZE | FAIRWAY INDEPENDENT MORTGAGE CORPORATION Fairway thrives on humility, succeeds through customer service
Govt-and-politics

NO. 2 MIDSIZE | FAIRWAY INDEPENDENT MORTGAGE CORPORATION Fairway thrives on humility, succeeds through customer service

  • DENNIS CHAPTMAN Special to the State Journal
  • Updated Jun 2, 2021

The first job at Fairway Independent Mortgage is humility.

NO. 3 MIDSIZE | AMTELCO Family, personal touches make Amtelco a Top Workplace
Govt-and-politics

NO. 3 MIDSIZE | AMTELCO Family, personal touches make Amtelco a Top Workplace

  • DENNIS CHAPTMAN Special to the State Journal
  • Updated Jun 2, 2021

Amtelco, a 44-year-old family-owned company, builds its corporate culture on a foundation of treating its employees, its customers and its community like family.

NO. 4 MIDSIZE | THE DOUGLAS STEWART COMPANY Teamwork, respect, accountability mark distributor’s success
Govt-and-politics

NO. 4 MIDSIZE | THE DOUGLAS STEWART COMPANY Teamwork, respect, accountability mark distributor’s success

  • DENNIS CHAPTMAN Special to the State Journal
  • Updated Jun 2, 2021

When The Douglas Stewart Company took on a demanding new contract last year, everybody chipped in by working long hours and weekends – including its executives and their families.

NO. 5 MIDSIZE | FIRST CHOICE DENTAL GROUP Workplace flexibility, employee support boost patient care
Govt-and-politics

NO. 5 MIDSIZE | FIRST CHOICE DENTAL GROUP Workplace flexibility, employee support boost patient care

  • DENNIS CHAPTMAN Special to the State Journal
  • Updated Jun 2, 2021

Kevin Klagos has a simple formula for success in dentistry: Take care of your employees and they will reflect that same care with their patients.

EXECUTIVE Q&A/MATTHEW GONNERING, CEO, WIDEN ENTERPRISES INC.  Goal-setting, transparency power Widen
Govt-and-politics

EXECUTIVE Q&A/MATTHEW GONNERING, CEO, WIDEN ENTERPRISES INC. Goal-setting, transparency power Widen

  • DENNIS CHAPTMAN Special to the State Journal
  • Updated Jun 2, 2021

Widen Enterprises Inc. builds software that empowers organizations to create compelling, meaningful and measurable digital experiences.

Midsize firms build high-performing workplaces
Govt-and-politics

Midsize firms build high-performing workplaces

  • DENNIS CHAPTMAN Special to the State Journal
  • Updated Jun 2, 2021

From groceries to financial services, the midsize company category generated a range of highly ranked firms, whose dynamic approach to workplace culture earned them a spot in Top Workplaces.

EXECUTIVE Q&A/KIM LOBDELL, KL ENGINEERING OWNER & PRESIDENT Work-life balance, customer service key to firm’s culture
Govt-and-politics

EXECUTIVE Q&A/KIM LOBDELL, KL ENGINEERING OWNER & PRESIDENT Work-life balance, customer service key to firm’s culture

  • DENNIS CHAPTMAN Special to the State Journal
  • Updated Jun 2, 2021

KL Engineering provides civil engineering services built around a specialization in transportation engineering.

Innovation, involvement are trademarks of Top Workplaces
Govt-and-politics

Innovation, involvement are trademarks of Top Workplaces

  • DENNIS CHAPTMAN Special to the State Journal
  • Updated Jun 2, 2021

The companies recognized in the Wisconsin State Journal’s Top Workplaces project this year possess not only vibrant workplace cultures, but interesting histories, practices and approaches to community service.

NO. 1 SMALL | HORIZON DEVELOP BUILD MANAGE Building a workplace on a foundation of empowerment
Govt-and-politics

NO. 1 SMALL | HORIZON DEVELOP BUILD MANAGE Building a workplace on a foundation of empowerment

  • DENNIS CHAPTMAN Special to the State Journal
  • Updated Jun 2, 2021

Dan Fitzgerald believes that enabling employees to make decisions – and learn from mistakes – drives the culture at Horizon Develop Build Manage, providing the underpinning of a Top Workplace.

No. 2 SMALL | SHINE UNITED Workplace culture shines at a downtown advertising firm
Govt-and-politics

No. 2 SMALL | SHINE UNITED Workplace culture shines at a downtown advertising firm

  • DENNIS CHAPTMAN Special to the State Journal
  • Updated Jun 2, 2021

Keeping creative minds engaged at the brand-building firm Shine United involves both empowering and rewarding employees.

NO. 3 SMALL | ABODO Trust, pay, benefits ignite workplace success at Abodo
Govt-and-politics

NO. 3 SMALL | ABODO Trust, pay, benefits ignite workplace success at Abodo

  • DENNIS CHAPTMAN Special to the State Journal
  • Updated Jun 2, 2021

Feeding employees’ ambitions to change a company and an industry, trust and fair compensation are the foundation of the culture at Abodo, an online rental marketplace with a national reach.

NO. 4 SMALL|PROPELLER HEALTH Propeller Health navigates change, builds a strong workplace
Govt-and-politics

NO. 4 SMALL|PROPELLER HEALTH Propeller Health navigates change, builds a strong workplace

  • DENNIS CHAPTMAN Special to the State Journal
  • Updated Jun 2, 2021

Propeller Health emerged from a year of change with its employee culture intact and, company officials say, even stronger.

NO. 5 SMALL | WEED MAN LAWN CARE Culture change seeds opportunity at lawn care firm
Govt-and-politics

NO. 5 SMALL | WEED MAN LAWN CARE Culture change seeds opportunity at lawn care firm

  • DENNIS CHAPTMAN Special to the State Journal
  • Updated Jun 2, 2021

A few years back, Andy Kurth shifted his focus at Weed Man Lawn Care from being solely money driven to one of helping his employees succeed and thrive.

Small firms loom large in Top Workplaces rankings
Govt-and-politics

Small firms loom large in Top Workplaces rankings

  • DENNIS CHAPTMAN Special to the State Journal
  • Updated Jun 2, 2021

Here are the rest of the top-ranked small firms in Top Workplaces 2020, reflecting a diversity in business types and workplace cultures that have added up to success in their respective areas.

Survey reveals winners in special award categories
Govt-and-politics

Survey reveals winners in special award categories

  • DENNIS CHAPTMAN Special to the State Journal
  • Updated Jun 2, 2021

Although all of the organizations recognized in this section have earned distinction as Top Workplaces for 2020, employees at some of them felt so strongly in certain respects that their companies were singled out for special awards.

Govt-and-politics

Here’s what appreciation really means

  • DOUG CLAFFEY Energage
  • Updated Jun 2, 2021

When it comes to feeling appreciated at work, what matters most to employees? If you answered “pay,” think again. Research shows pay is low on the list.

SOS: Frontier phone problems familiar to SOS readers

The silence coming from a rural Dodgeville couple’s landline — chronicled in this space last month — rang a bell with a trio of SOS readers.

Now a month later, all four Frontier Communications customers have, or are on their way to having, phones they can actually use.

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SOS: Landline was priority for rural Dodgeville couple, if not necessarily for Frontier

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SOS: Veteran gets Amazon Prime relief after being denied discount

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SOS: Refund finally promised for defective stove

SOS: Two telecoms, two problems, two solutions

Eileen Koch’s billing dispute with Frontier Communications was into its sixth month, and Landon Frenz couldn’t get Charter Communications to take back a piece of equipment he said didn’t work with his TV.

But just before Halloween, both were treated to the news that SOS had helped them break through the bureaucratic barriers that seem to so often befuddle the customers of big telecom.

SOS: Landline was priority for rural Dodgeville couple, if not necessarily for Frontier

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SOS: Sprint customer finally leaves outdated technology in the past

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SOS: H&R Block 'revisits' tax preparation that turned refund into bill from IRS

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SOS: Landline was priority for rural Dodgeville couple, if not necessarily for Frontier

Michael and Janet Feehan do not live in the bustling metropolis of, say, Chicago or Madison or even Dodgeville.

So unlike their urban brethren, they do not enjoy the kind of cell tower coverage that would allow them to rely solely on their smartphones — a reality that, for more than a month, Frontier Communications did not seem to fully appreciate.

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SOS: H&R Block 'revisits' tax preparation that turned refund into bill from IRS

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SOS: Sprint customer finally leaves outdated technology in the past

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SOS: Amazon customer was paying twice for Prime

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SOS: Frontier calls off collections, promises refund

The latest installment in the ongoing saga of Customer Service in the Telecommunications Industry comes from Donna and Alan Matts, of Oregon:

The Matts, who are in their early 70s, emailed SOS on July 23 to detail their three-months-long back-and-forth with Frontier Communications that started with their decision to switch to TDS for telephone, internet and television service — known in industry marketing lingo as “the bundle.”

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SOS: Price made right for Beaver Dam man; dial tone returns for Lodi couple

A week ago, Larry Krueger couldn’t get the right price for his satellite TV service, and Lora and Richard Brumm didn’t have a working landline telephone.

Less than two days later, the three got what they needed.

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SOS: Phone back, satellite equipment gone, and no trip to roof for 73-year-old

Frontier Communications didn’t expect 73-year-old Carol Hall to get up onto her roof in the middle of a Wisconsin winter.

She said the company did, however, fail to show up for two appointments to retrieve a piece of its equipment from up there before demanding she pay hundreds of dollars for the device and canceling the landline phone service she’d had for 50 years.

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SOS: Fiji credit/refund is last piece of 'dream trip' canceled by COVID-19

SOS: Fiji credit/refund is last piece of 'dream trip' canceled by COVID-19

Paschke said "Josh" said to keep his number and he "will personally make sure I get the cash back after December."

FTC, Wisconsin sue Frontier for delivering internet that's too slow

FTC, Wisconsin sue Frontier for delivering internet that's too slow

The complaint concerns what's called DSL internet, an older type of network that's sent over copper telephone wires.

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