FairPoint Service Problems May Lead To Hefty Fines

The ongoing problems are not only costing FairPoint money, driving away customers and hurting the company's image, they have also delayed FairPoint's plans to roll out new product and pricing plans aimed at luring new customers, the company said.

While costs are always a concern, the bigger motivator is customer satisfaction, said Jeff Allen, FairPoint's executive vice president of external relations.

"At the end of the day, the most important thing is if we can take care of our customers as we know we're capable of, then we can keep those customers and keep them happy," he said.