Woman Frustrated With Frontier Verizon Switch Says Problems Persist

More than a month after Verizon sold off its landlines by the millions, angry customers are reaching out to NBC4 to say that the problems persist.

Eighty-three-year-old Santa Fe Springs resident Marlene Vernava said her service was out for seven days. On an oxygen tank 24 hours a day, Vernava said her landline is critical because it is connected to her medical alert system that tells family and doctors if something is wrong.

The day after NBC4 investigated Vernava's story, Frontier and Verizon technicians came out to fix the problem the next day, she said.

On Sunday, her line — which she calls quite literally her "life line" — went dead again.

"I've no phone, no Lifeline. Zippo!" Vernava said Tuesday night.

And she is not the only one complaining since Frontier switched over more than a million Verizon customers on April 1.

Weeks ago, dozens of Verizon customers — now Frontier customers — reached out to NBC4, frustrated with the switch over.

Two weeks prior, Vernava thought her problems were solved when the technicians helped her.

"I'm going, 'Oh no, not again. Don't do this to me,'" Vernava said.

Vernava says it's not anything she's doing wrong.

"I've had this same phone number for 50 years," Vernava said.

The only change she says is the phone company.

Frontier Communications responded to NBC'4s inquiries about Vernava's phone Tuesday night.

The communication company said her phone wasn't working initially because the plug was accidentally knocked out.

Vernava's family said that claim is not true.

Frontier Communications issued the following statement to NBC4 in the original story:

"As you know, Frontier Communications is in the process of completing the transition of over one million voice, video, data and FiOS customers in California to the Frontier network. We are working quickly to restore any service issues. We apologize for any inconvenience and thank you for your patience. If any of your viewers are expressing concern over Video on Demand (VOD), please let them know VOD content has been available since Saturday, April 2. We are working to complete the transition of more content to our VOD library and the most popular titles are available now.

"Residential customers in need of assistance should call 1-800-921-8101. Business customers should dial 1-800-921-8102. Customers can also contact Frontier Customer Service via Live Chat, by going to the Contact Us page in the Help Center at"

Following NBC4 sharing Vernava's story, her sister reported Wednesday that the phone was fixed at 8 a.m. She also said a Frontier Executive, Conrad Christian, apologized and gave them his personal line to call if they have future issues.

Dozens more customers reached out to NBC4 via email, social media and more expressing frustration over the takeover after Vernava's story aired. 

Assemblyman Mike Gatto also issued a statement, saying:

"These problems need to be resolved swiftly. Cities are unable to live stream council meetings and residents are at risk because of the inability to dial 911 in an emergency. My committee will hold hearings on the impact on our constituents and the appropriate government response if these problems persist."

Editor's Note: This story was originally posted on Tuesday, May 3, 2016.

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