AG Mayes Secures Major Settlement to Fix Phone Service Problems in Rural Communities

Attorney General Kris Mayes announced Wednesday that telecommunications businesses, Frontier Communications and Verizon, have agreed to a sweeping settlement addressing phone service failures that have plagued rural communities in Arizona.

The Arizona Corporation Commission (ACC) unanimously approved the settlement agreement in a 5-0 vote, marking the result of Kris Mayes' office working to fix years of poor service that she said put public safety at risk.

"This is a major step forward for rural Arizonans in Navajo and Apache counties who have suffered an unacceptable lack of phone service and dangerous 911 outages for too long," Mayes stated following the commission's approval.

Verizon Investment

The settlement comes as Verizon moves forward with its investment of Frontier Communications. Under the agreement, Verizon must identify and resolve the underlying causes of emergency service outages that have left rural residents without reliable access to 911 services during critical situations.

The telecommunications company must conduct a comprehensive network audit and make necessary investments to ensure adequate service reliability. Enhanced maintenance protocols will also be implemented to prevent future service disruptions.

Rural customers will receive additional protections under the settlement terms. Frontier customers are guaranteed no rate increases through 2027, and both companies must offer affordable service plans specifically designed for low-income households.

Beyond basic service improvements, the agreement includes an $8 million investment commitment to expand broadband infrastructure across Navajo and Apache counties. More than $2 million will improve fiber network reliability connecting Holbrook, Snowflake, and Show Low, while another $2 million will strengthen connections between St. Johns, Concho, Springerville, Vernon, and Show Low.

Approximately $4 million will focus on directly connecting homes, businesses, and public institutions to high-speed fiber networks, bringing modern internet capabilities to underserved rural areas.

ACC Compliance

Mayes emphasized that her office will maintain oversight authority through the ACC to ensure compliance with all settlement terms.

"My office will hold Frontier and Verizon accountable to their end of the bargain—including major investments in broadband infrastructure, serious fixes to 911 and emergency services, and no rate increases for Frontier customers for the next two years," Mayes said.

The settlement represents a significant victory for rural Arizona communities that have long struggled with inadequate telecommunications infrastructure.

“I’m glad to see Verizon take over this historically neglected system in Navajo County and my hope is that emergency service reliability will improve along with service for existing and future customers,” emphasized Chair Kevin Thompson of ACC.