Consolidated/Fidium tells lawmakers it has notified thousands; lawmakers and 9-1-1 board press company on notice, 9-1-1 access and backup power

Consolidated Communications (Fidium Fiber) told the House Energy and Digital Infrastructure Committee that it has moved to discontinue legacy copper-based voice service in areas where fiber replacement is available and has notified affected customers under the Federal Communications Commission's streamlined process.

"The company began this process in November 2024 and to date has notified over 12,000 customers of the transition off of older copper networks onto advanced fiber optic networks," Sarah Davis, vice president of market development at Consolidated, said in testimony. She said the Vermont phase has reached more than 2,800 customers and that "approximately 1,100" remained to be transitioned in the current wave.

Davis described the firm's notice cadence: Consolidated sends four months' advance notice by mail, supplements with SMS where available and makes repeated phone calls in the final month. For customers who do not act by the deadline, the company places accounts into a "suspend" state; the company said suspended customers can still contact customer service and that staff will work with them to preserve service or arrange disconnection if that is the customer's choice.

Committee members stressed two public-safety concerns. First, several representatives said Consolidated did not proactively email or otherwise brief the Department of Public Service or the Vermont 9-1-1 Board at the start of the process. Davis said the company mailed copies of the FCC filings to the governor's office and the Public Utilities Commission and later confirmed notices were shared with other federal and state contacts, but acknowledged it had not earlier emailed DPS or the 9-1-1 Board and committed to share filings and details by email going forward.

Second, lawmakers and Barbara Neal, executive director of the Vermont 9-1-1 Board, asked whether suspended accounts and customers who miss notices will still be able to dial 9-1-1. Neal said that question "is top of mind" for the board and asked the company to confirm the operational details. Neal also urged more formal, consistent communications among the company, DPS, the 9-1-1 Board and emergency-service stakeholders.

Lawmakers also pressed on backup power for VoIP service and devices that rely on copper lines (alarm systems, LifeAlert and similar monitored devices). Davis said Consolidated offers battery backup options that meet FCC expectations for VoIP providers and that the company communicates backup requirements to customers, but lawmakers noted practical limits: backup batteries need maintenance and replacement and may add cost.

On deployment and costs, Davis said Consolidated currently waives certain installation charges, providing free underground drops up to 2,000 feet in many instances, and that fiber services are generally less expensive than legacy copper service. She said company build plans extend through 2029 and that the firm aims for roughly 80% replacement in its forecast, though full migration will vary by area and by whether other providers or CUDs are developing alternative service.

Several members suggested the company consider a memorandum of understanding with DPS and the 9-1-1 Board to formalize notice and coordination. Davis said Consolidated would be willing to share notices by email and to enter an MOU if that facilitates clearer interagency communications, though she cautioned that federal FCC rules shape the core notice process.

The committee said it will continue oversight, requested copies of the company's actual notices and asked DPS, the 9-1-1 Board and Consolidated to remain in discussion to ensure customers can reach emergency services and understand backup power implications.

(Committee audio and transcript record: Consolidated testimony and Vermont 9-1-1 Board remarks.)