WCAX.COM Local Vermont News, Weather and Sports-FairPoint Officials Under Fire

FairPoint Officials Under Fire

Derry, New Hampshire - September 9, 2009

We first introduced you to Robina D'Arcy-Fox in March. The costume designer was furious that she could not get a land line installed by FairPoint even though the company's White River Junction offices are directly behind her business. Well, the morning after the story aired FairPoint installed the line and-- aside from a few billing issues-- D'Arcy-Fox says service has been fine ever since.

"The irony in that was striking; that I had to go on television to air this to finally get my lines put in," D'Arcy-Fox said.

FairPoint executives testified about similar problems in front of a three-state panel Wednesday afternoon. Questions were asked of the public service provider, but it was also a chance for the individual states to voice their frustrations with the company.

"FairPoint began offering assurances to return to business as usual by May. Quite clearly that date has long since passed and we have seen neither sufficient progress, nor a firm commitment that will achieve an acceptable level of service," said James Volz of the Vt. Public Service Board.

FairPoint CEO David Hauser acknowledged the company has been struggling with billing, connection, and other service issues since taking over the lines from Verizon. He said that some of the problems are due to financial restraints that he says may lead FairPoint to restructure its debt.

"If we have to restructure our dept through chapter 11 it is important to understand that our customers will not experience an interruption of service nor will we slow our efforts to improve areas where improvement is still needed," Hauser said.

Vt. Public Service Commissioner Dave O'Brien said, "This is not the first time that we have heard that."

O'Brien was at the meeting which lasted most of the afternoon. He said that FairPoint's answers to specific questions about what is being done to fix issues were too vague and that the company presence in Vermont may be short-lived.

"Unfortunately to this point it hasn't worked, and if that is the case, we are going to take this to the next step and ultimately that means a different carrier," O'Brien said.

FairPoint has hired an outside consultant to develop a plan to come up with solutions to the various problems. Company officials say they hope to have that plan in their hands by November; however they would not say when they expect the problems to be fixed.

Adam Sullivan - WCAX News