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CHARLESTON - The Public Service Commission of West Virginia is advising Frontier customers who received mailed notices concerning the company's copper telephone network do not mean their telephone is being disconnected and requires no immediate action by customers.
The notices are part of a federal regulatory process associated with Verizon/Frontier's plans to modernize its network and eventually discontinue certain traditional copper-based telephone services where suitable replacement service is available.
"We want West Virginians who receive one of these letters to understand that it does not mean their telephone service is about to be disconnected," PSC Chairman Charlotte R. Lane said. "This is an initial step in the federal process. Customers do not need to take any action as a result of receiving this notice, and their existing service will continue."
The notice being sent to customers states it is "informational only" and requires no customer action. It also states there is currently no change or interruption to the customer's service.
Verizon has informed PSC staff the Federal Communications Commission process required notices to be sent to more customers than just those who may be transitioned from copper service.
According to Verizon, the company is seeking FCC authority to discontinue traditional plain old telephone service over copper only where an FCC-approved replacement service is available to the customer. Potential replacement services may include fiber, wireless or other approved voice technologies.
"If you live in an area where an appropriate replacement service is not available, receiving this letter does not mean Verizon is simply going to disconnect your copper telephone line," Lane said. "The Commission understands how important these landlines remain, particularly in rural areas of our state, and we will continue to closely monitor this transition."
The Commission has previously recognized the importance of West Virginia's copper telephone network. When approving Verizon's acquisition of Frontier in October 2025, the Commission required a minimum of $60 million to be placed in an irrevocable escrow account for improvements to copper service for customers who continue to rely on traditional telephone service.
Customers who have been told the company will no longer repair copper facilities because of the FCC filing have received incorrect information, Verizon told the commission.
Verizon has stated it will continue servicing and repairing copper lines in accordance with applicable Public Service Commission rules and regulations for as long as those requirements apply.
The company has acknowledged concerns about customers receiving incomplete or incorrect information from customer service representatives and has advised the PSC it is reviewing frontline employee training, representative talking points and call-escalation procedures.
If a customer's copper service is ultimately scheduled to be discontinued, Frontier's notice states the customer will receive another letter in advance containing the specific disconnection date.
Verizon said it verifies if an FCC-approved replacement phone service is available first before contacting a customer about transitioning service.
The company says it will work individually with affected customers, explain available replacement options, assist customers who wish to retain their existing telephone numbers and help customers establish replacement service so telephone connectivity is maintained during the transition.
The Frontier notice similarly states customers whose affected services are ultimately discontinued will have at least one fiber, wireless or cable option available.
"The transition away from copper is not going to happen overnight, and it cannot simply leave West Virginia without reliable telephone service," Lane said. "Our concern is making sure customers understand what these notices mean, that they continue receiving the service they depend upon, and that they received accurate information from the company throughout this process."
Customers experiencing problems with their existing Frontier landline service should continue to report these problems to Frontier. Customers who are unable to resolve a landline telephone service problem with the company may contact the Public Service Commission for assistance. The PSC assists consumers with landline telephone complaints, including repairs and quality-of-service issues.
The Commission is submitting comments to the FCC regarding Verizon's application. Customers can file comments on the FCC's ECFS e-filing website at ECFS – Filing Details, proceeding WC 26-252.