Frontier Internet customers who are connected by landlines are being told the service is being discontinued, but assured customers it would continue copper-line service for those who have no other option.
"As Verizon transitions from legacy copper to modern networks, we are committed to ensuring no customer is left behind," said Lauren Peterson of Verizon Corporate Communications.
"Before reaching out to our customers with transition details, we will verify that a reliable modern alternative — such as fiber-optic service or high-quality wireless coverage — is available at the customer’s location for voice service. If a suitable replacement is not yet available, we will not discontinue the customer’s copper voice service at this time.
Lorne Sellers
People out here choose landlines because technology baffles them, because landlines work when power is out, and/or because it is the only option.
Lorne Sellers lives 3 miles from Robbinsville on U.S. Highway 129 in Graham County – Tapoco Road, which eventually becomes Tale of the Dragon – but if she loses her landline, she may as well live before the telephone was invented. She investigated satellite without success, and the cost of Starlink on her fixed income is as far out of reach as its satellites.
Lorna, 77, and her 74-year-old husband have little support and she does as much as she can over the phone to save a trip to town.
Verizon calls copper wires "100-year-old technology," and the Sellers have had the same phone number for half that time.
Along with a string of worries common among the aging, now she's wondering how she can survive without any way to call to make appointments, arrange for services, call for rides – or dial 911.
Her story is common in Graham County, which has some of the most rugged mountains in North Carolina, but is also common in other mountain counties including Cherokee, Clay, Macon and Swain – all inside Frontier's coverage area. Whether aging boomers born and raised locally or aging boomers who bought vacation cabins and never left, they live in hollers and mountain slopes that don't get satellite service (other than, perhaps, Starlink, although Sellers said she is "priced out" of that service). Insulated copper cables, strung from pole to pole, is their only choice.
Landline users were sent letters advising them that landline service would be cut off and that notifications would go out staring Sept. 14, with complete discontinuation on or after Nov. 16, subject to FCC approval.
Frontier and Verizon
Frontier was acquired by Verizon Wireless earlier this year, and as the parent company's name states plainly, wireless is its focus.
Landlines are expensive and labor intensive to maintain and keep in service, especially in the mountains. Satellite or cellular service is a much more fixed cost.
"We are committed to ensuring that customers remain connected as we transition from a 100-year-old copper network to the faster, more reliable technologies of the 21st century," said Verizon's Lauren Peterson. "For the very small percentage of impacted customers, we are providing seamless transitions to ultra-fast fiber or an alternative service that offers a traditional landline experience – including the use of existing handsets and battery backups – powered by our award-winning wireless network. Our goal is to provide every community with the resilient, high-speed infrastructure required for today’s world while maintaining the essential safety features that our customers rely on.
"As we transition from legacy copper to modern networks, we are committed to ensuring no customer is left behind. If a suitable replacement is not yet available, we will not discontinue the customer’s copper voice service at this time.
Customers should contact us at the number on the letter they received, our team will help them determine the right reliable solution for them:
- Fiber: Where available, customers can transition to ultra-fast fiber.
- VoiceConnect: In non-fiber areas, this service provides a familiar landline experience using Verizon's reliable wireless network. It works with existing handsets, includes battery backup for power outages, supports E911 functionality, and allows customers to keep their phone numbers. VoiceConnect is installed and serviced by the same technicians who work on Verizon's networks now.
- Wireless Broadband: To replace slow DSL, Verizon offers high-speed wireless home internet capable of supporting modern streaming and video conferencing.
Local leaders
Leaders in some affected counties have taken notice. Sellers said N.C. Rep. Karl Gillespie and N.C. Sen. Kevin Corbin (both Franklin Republicans) have been looped in, along with Graham County commissioners.
"As soon as I became aware of the issue, I immediately contacted both our state and federal representatives to make them aware of the situation and to request their assistance," said Commissioner Meggan Smith, who chairs the Graham County Board of Commissioners. "Initially, state leaders were under the impression that only individuals applying for new landline service would be affected. However, we have since informed them that the letters received by residents appear to indicate that existing landline service may also be terminated.
"We understand the serious concern this creates, particularly in a rural county like Graham County where many residents rely on landlines for daily communication and emergency services due to limited cellular coverage. We are actively exploring every available alternative and resource while working with state and federal officials to determine the best path forward.
"Our goal is to provide the public with accurate information rather than speculation. As soon as we have confirmed solutions or additional guidance to share, we will make a public announcement so residents know what options are available.
Steps customers can take
If you received a discontinuation notice, evaluate your options based on your local infrastructure:
Check for Fiber Availability: Contact Frontier to see if your address qualifies for an upgrade to fiber-based internet and a digital home phone.
Review Critical Safety Devices: Traditional landlines power themselves during blackouts. If you rely on medical alert systems, telecare devices, or home security systems, contact your equipment provider immediately to ensure they are compatible with cellular or internet-based backups.
Explore Alternative Providers: If Frontier fiber is unavailable, look into local cable internet providers, fixed wireless alternatives, or mobile carriers offering home internet and VoIP bundles.
File an FCC Complaint: If the shutdown leaves you entirely without a reliable communication method or emergency 911 access due to poor cellular reception, you can file a formal complaint through the FCC Complaints Portal to voice your hardship. The link is consumercomplaints.fcc.gov/hc/en-us.