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Update by user Sep 27, 2016

After 28 days the issue has finally be resolved.Frontier sent out a senior tech (as I had requested) and a tech who had been to my home before.

I would like to thank Brianna who is a supervisor located with the escalated technical support team.

She absolutely heard me and helped.I would like to thank Fran and Eric for the professionalism and seeing the problem through and providing a resolution

Update by user Sep 21, 2016

9/21/16 - Update.

It has now been 25 days and I still do not have a resolution.I have written to the president of this company with no response.

The facebook team is a joke as is the escalation team who's last response to me was to call the tech - thank you tim and krystle for your concern...you dropped the ball as well. To boot, I got a final disconnect notice in the mail yesterday....so for $5.31 you will disconnect me - guess what frontier, I have been disconnected since 8/27/16. I really would like to be that once customer that writes a good review but you simply won't let me do that because on your insanely poor customer service. I have been in customer service for many years and the reason for that is cause i do my job, i care about my customers and above and beyond, i may not be the person who caused a customer's issue but I WILL get it resolved.

So you can go ahead and "disconnect" me for $5.31 I have already been disconnected, I have had to cancel my netflix, cannnot use and of my devices such as IPAD and kindle and my data usage on my phone has surged since I cannot connect to anything.There are no words to describe this company...no words a t all

Update by user Sep 14, 2016

I did forget to add that almost a week after e mailing their tech support team i received an e mail back from Sarah Cohen apologizing for the delay but recommend I call tech support.Um no.

That will never happen again.Nobody from Frontier actually gives a ***.

Update by user Sep 14, 2016

So it is now day 18 with no internet service and it appears no resolution.After speaking with a few members from their escalation team, I was told they would be coming out on 9/13/16 to check the exterior wiring.

The tech called me and he had not gone to my home to check the exterior wiring, but went to the hub and made some adjustments. This has been done. Unfortunately when I got home from work last night, I did not have service. I e mailed Tyler and Kristen from their escalation team and I called the tech.

Nobody has responded to me.

I am completely and totally done with this joke of a payroll enterprise.It is definatey not company.

Original review posted by user Sep 12, 2016

This review is in two parts - this first part is my letter to the CEO which to date has not been answered:Good Afternoon Mr. McCarthy

I understand you are probably a very busy man and I generally do no take the route of contacting CEO’s of corporations. However, in this instance I can honestly say I have never been more frustrated with a company than I am with Frontier right now. I will first copy and paste and E mail to your company I sent yesterday. After getting a series of automated responses, I opted to try live chat and I will copy and past that as well. I have been in the business of customer service for many years and this treatment is unfathomable. I know I have accountability in my current position and it completely boggles my mind when others do no. I thank you in advance for taking the time to read this and I do have hope this issue can be resolved.

Good Morning

On Saturday August 27, 2016 there were outages in my area. I noticed I was not able to get on line and reset my modem multiple times. The connection seems to time out after approximately 15-20 minutes. I was not home a lot and did not need to log onto any of my home devices until Thursday 9/1 2016. I was unable to connect and contacted technical support. The person on the other line was most helpful (I was on the phone for almost 2 hours) and we believed the issue was resolved. He did open up a ticket to send a tech out and said I did not need to be there. However, the connection was lost after approximately 15 minutes. On Saturday 9/3/16 I was home when there was a knock at my door. It was a technician who in fact, did need access to my home. He believed he had resolved the issue as well. The tech said he would be in the area until approximately 1 P.M. and to call him if I had any problems. Well, after about 15 minutes the connection was lost. I called and left a message as well as texted him. No response until much later when he was off the clock. I called tech support again and was very angry I had to do so. The tech on the phone told me he was confident he could restore service. So once again, I spent a long time on the phone with my lap top, etc. trying to get this issue resolved. I thought it was resolved and asked the tech to have his supervisor call me because I was very pleased and confident it was fixed. The tech assured me he would have his supervisor call me and would also send me a survey to complete. To date, neither has been done, and after about 15 minutes, the connection was lost. I called back AGAIN . This time, after being on hold forever (as you call back feature never seems to work), I informed the tech of my situation and also told him I am not a tech, I will not get my laptop, I will not go through all the motions as I had previously and frontier needs to resolve this. He asked me what I wanted him to do since I was not willing to do all those things I had previously done. I told him I wanted a senior tech and management to be involved. This has not been done, nor did he address this. After spending approximately an hour on the phone, his answer to all of this was to send me a new modem which was to arrive on 9/6/16 – it did not. I informed him that when I received modem number 3, I had to leave work to be here for the tech. He assured me that nope, I did not have to be home, all I had to do was plug it in. This I know is not true. On Tuesday 9/6/16, there was a knock at the door and there was the tech from Saturday who came back because he knew I was having issues. He did swap out a modem he had in his truck. He changed my network name and password back to what it was originally after I told him the person (Hunter) I spoke with on Saturday took it upon himself to rename and change my password. The tech (Eric) changed everything out and told me to let him know if I had any problems. Well, guess what – after about 15 minutes, the connection was lost. This is now beyond ridiculous. I have been inconvenienced, unable to use my internet and have spent more than 6 hours on the phone with your technicians and have had a very dedicated tech out to my house twice. I want this fixed now. I will not be paying for any internet service from 8/27/16 until this gets fixed and I want to know how you intend to compensate me for the time lost and the aggravation of having to spend so much time on an issue that is clearly not mine. I am at work today you can respond to this e mail as I am not able to answer my phone at work. The name on the account is Laurie Asta and the account number is listed on the subject line of this e mail. I anticipate a response in a timely manner as I have been inconvenienced enough. There are other internet providers in the area and I will go that route unless this issue is resolved to my satisfaction.

Good Afternoon Mr. McCarthy

I understand you are probably a very busy man and I generally do no take the route of contacting CEO’s of corporations. However, in this instance I can honestly say I have never been more frustrated with a company than I am with Frontier right now. I will first copy and paste and E mail to your company I sent yesterday. After getting a series of automated responses, I opted to try live chat and I will copy and past that as well. I have been in the business of customer service for many years and this treatment is unfathomable. I know I have accountability in my current position and it completely boggles my mind when others do no. I thank you in advance for taking the time to read this and I do have hope this issue can be resolved.

Good Morning

On Saturday August 27, 2016 there were outages in my area. I noticed I was not able to get on line and reset my modem multiple times. The connection seems to time out after approximately 15-20 minutes. I was not home a lot and did not need to log onto any of my home devices until Thursday 9/1 2016. I was unable to connect and contacted technical support. The person on the other line was most helpful (I was on the phone for almost 2 hours) and we believed the issue was resolved. He did open up a ticket to send a tech out and said I did not need to be there. However, the connection was lost after approximately 15 minutes. On Saturday 9/3/16 I was home when there was a knock at my door. It was a technician who in fact, did need access to my home. He believed he had resolved the issue as well. The tech said he would be in the area until approximately 1 P.M. and to call him if I had any problems. Well, after about 15 minutes the connection was lost. I called and left a message as well as texted him. No response until much later when he was off the clock. I called tech support again and was very angry I had to do so. The tech on the phone told me he was confident he could restore service. So once again, I spent a long time on the phone with my lap top, etc. trying to get this issue resolved. I thought it was resolved and asked the tech to have his supervisor call me because I was very pleased and confident it was fixed. The tech assured me he would have his supervisor call me and would also send me a survey to complete. To date, neither has been done, and after about 15 minutes, the connection was lost. I called back AGAIN . This time, after being on hold forever (as you call back feature never seems to work), I informed the tech of my situation and also told him I am not a tech, I will not get my laptop, I will not go through all the motions as I had previously and frontier needs to resolve this. He asked me what I wanted him to do since I was not willing to do all those things I had previously done. I told him I wanted a senior tech and management to be involved. This has not been done, nor did he address this. After spending approximately an hour on the phone, his answer to all of this was to send me a new modem which was to arrive on 9/6/16 – it did not. I informed him that when I received modem number 3, I had to leave work to be here for the tech. He assured me that nope, I did not have to be home, all I had to do was plug it in. This I know is not true. On Tuesday 9/6/16, there was a knock at the door and there was the tech from Saturday who came back because he knew I was having issues. He did swap out a modem he had in his truck. He changed my network name and password back to what it was originally after I told him the person (Hunter) I spoke with on Saturday took it upon himself to rename and change my password. The tech (Eric) changed everything out and told me to let him know if I had any problems. Well, guess what – after about 15 minutes, the connection was lost. This is now beyond ridiculous. I have been inconvenienced, unable to use my internet and have spent more than 6 hours on the phone with your technicians and have had a very dedicated tech out to my house twice. I want this fixed now. I will not be paying for any internet service from 8/27/16 until this gets fixed and I want to know how you intend to compensate me for the time lost and the aggravation of having to spend so much time on an issue that is clearly not mine. I am at work today you can respond to this e mail as I am not able to answer my phone at work. The name on the account is Laurie Asta and the account number is listed on the subject line of this e mail. I anticipate a response in a timely manner as I have been inconvenienced enough. There are other internet providers in the area and I will go that route unless this issue is resolved to my satisfaction.

And my Second Part is my Live Chat:

[laurie]

[laurie] webrt3.ihd.frontiernet.net #383482[Jesse] Hello. My name is Jesse and I will be your Frontier Technical Support representative. What can I do for you today?

[laurie] 383482 - are you able to view the correspondence for this ticket number?[Jesse] I am not seeing anything for this ticket, what is the ticket for?[laurie] please hold one moment - i will copy and paste the e mails [laurie] this is the first one[laurie] Good Morning

On Saturday August 27, 2016 there were outages in my area. I noticed I was not able to get on line and reset my modem multiple times. The connection seems to time out after approximately 15-20 minutes. I was not home a lot and did not need to log onto any of my home devices until Thursday 9/1 2016. I was unable to connect and contacted technical support. The person on the other line was most helpful (I was on the phone for almost 2 hours) and we believed the issue was resolved. He did open up a ticket to send a tech out and said I did not need to be there. However, the connection was lost after approximately 15 minutes. On Saturday 9/3/16 I was home when there was a knock at my door. It was a technician who in fact, did need access to my home. He believed he had resolved the issue as well. The tech said he would be in the area until approximately 1 P.M. and to call him if I had any problems. Well, after about 15 minutes the connection was lost. I called and left a message as well as texted him. No response until much later when he was off the clock. I called tech support again and was very angry I had to do so. The tech on the phone told me he was confident he could restore service. So once again, I spent a long time on the phone with my lap top, etc. trying to get this issue resolved. I thought it was resolved and asked the tech to have his supervisor call me because I was very pleased and confident it was fixed. The tech assured me he would have his supervisor call me and would also send me a survey to complete. To date, neither has been done, and after about 15 minutes, the connection was lost. I called back AGAIN . This time, after being on hold forever (as you call back feature never seems to work), I informed the tech of my situation and also told him I am not a tech, I will not get my laptop, I will not go through all the motions as I had previously and frontier needs to resolve this. He asked me what I wanted him to do since I was not willing to do all those things I had previously done. I told him I wanted a senior tech and management to be involved. This has not been done, nor did he address this. After spending approximately an hour on the phone, his answer to all of this was to send me a new modem which was to arrive on 9/6/16 – it did not. I informed him that when I received modem number 3, I had to leave work to be here for the tech. He assured me that nope, I did not have to be home, all I had to do was plug it in. This I know is not true. On Tuesday 9/6/16, there was a knock at the door and there was the tech from Saturday who came back because he knew I was having issues. He did swap out a modem he had in his truck. He changed my network name and password back to what it was originally after I told him the person (Hunter) I spoke with on Saturday took it upon himself to rename and change my password. The tech (Eric) changed everything out and told me to let him know if I had any problems. Well, guess what – after about 15 minutes, the connection was lost. This is now beyond ridiculous. I have been inconvenienced, unable to use my internet and have spent more than 6 hours on the phone with your technicians and have had a very dedicated tech out to my house twice. I want this fixed now. I will not be paying for any internet service from 8/27/16 until this gets fixed and I want to know how you intend to compensate me for the time lost and the aggravation of having to spend so much time on an issue that is clearly not mine. I am at work today you can respond to this e mail as I am not able to answer my phone at work. The name on the account is Laurie Asta and the account number is listed on the subject line of this e mail. I anticipate a response in a timely manner as I have been inconvenienced enough. There are other internet providers in the area and I will go that route unless this issue is resolved to my satisfaction.

[laurie] since then I have sent 5 requests for a response from a human. As the automated e mail that is generated says I will have a resolution in 24 hours - it is now 26 hours and I still keep getting automated responses. I either will cancel my service now or i want a manager and senior technician on this right now[laurie] Have you had a chance to review this Jesse?[laurie] i guess not[laurie] thank you for your awesome customer service in responding [laurie] not [laurie] frontier is ridiculous.[Taylor] Hello. Thank you for chatting with Frontier Communications! We are honored to be your provider. My name is Taylor. I am happy to help you today! [laurie] What happened to Jesse?[laurie] I am literally 5 minutes from canceling my serice[Taylor] I am not sure. This will take a couple minutes to read through your message. Do you mind holding?[laurie] That is fine. [Taylor] Thank you[Taylor] Can you provide me with your account number please?[laurie] xxxxxxxxxx[Taylor]Can you please verify the 4-digit PIN associated with the account?

[laurie] xxxx[Taylor] That is not matching our records. Your PIN is automatically generated and printed on your monthly statement[laurie] i dont get a monthly statement and this has worked everytime i have called. I am done - i cannot do anymore and this company clearly does not give a *** about their customers. You clearly have not read through my e mail and no longer have the patience to deal with this so unless there is a manger available right now, cancel all service and I will not be paying for anything from 8/27/16 on when the last day my internet actually worked[laurie] it is now 10 days no response, no internet and nobody who cares.[Taylor] Laurie, I definitely want to fully assist you today. In order to properly verify the account, I would need the PIN. Technology support follows different verification methods then customer service, but I am not sure why you were sent to customer service since this issue involves your Internet not working.[laurie] BECAUSE TECH SUPPORT HAS NOT ANSWERED ME IN 2 DAYS AND I STILL HAVE NO INTERNET - THIS PIN 1228 HAS WORKED FOR EVERY PHONE CALL - [laurie] I WAS NOT SENT TO CUSTOMER SERVICE I AM TRYING SOMEHOW SOME WAY TO GET A RESOLUTION AND CLEARLY THIS IS NOT WORKING EITHER[Taylor] The PIN you provided is not matching the account number you provided. I can transfer you to technical support to escalate this repair issue.[laurie] i want a manager[laurie] i actually want an e mail address to your corporate office[Taylor] Your best option is to speak with a manager in technical support since they would be the ones who can assist you better.[laurie] how will i know it is a manager[laurie] i have been lied to by this company since this all began[laurie] ya know what - you clearly cannot help me - just sent me somewhere else - it does not matter i will call later and cancel [Taylor] I am so sorry for your negative experience you have had with Frontier, and we definitely want this issue resolved for you. I can transfer you to technical support, and then you can request to speak with a manager.[laurie] there are other internet providers out there[laurie] do whatever[Taylor] One moment.[Danyele] Thank you for contacting Frontier Internet Chat Support. My name is Danyele, and I will be assisting you today. [laurie] Never got connected - please see above[Danyele] I’m so sorry your having that trouble. I will be glad to assist you with this issue. [Danyele] Do you have your account number or billing telephone number?[laurie] its all in there Danyele[Danyele] One moment please…[laurie] Are you still there?[Danyele] Yes[Danyele] Running test…[laurie] It will come back fine - this has all been done[laurie] modem has been swapped out[laurie] tech has been on premises twice[laurie] i have sent the above e mail to your technical support team 5 times and I still keep getting an automated response. I need a senior tech and or a manager. [Danyele] One moment please…[Danyele] I can send a tech out for the issue.[laurie] out where?[laurie] To my home? This has been done[Danyele] Yes[laurie] i need a manager please - you clearly did not read my email above.[laurie] I appreciate you wanting to help. But this has all been done. I a cannot take a day off - i cannot spend any more time on this. This has been 10 days and countless hours on the phone. a tech out twice, a modem swapped [Danyele] Please contact our phone support at 1-800-239-4430.[laurie] nope - i want someone to respond to my email with a solution - i am at work i cannot call - i have spent toooooooo much time on the phone being a tech when i am not a tech. I want a manager. Better yet - may I have an e mail to someone in your corporate office as this needs to be escalated [laurie] Please provide me with a corporate e mail address to someone in your upper management team[Danyele] Please contact our phone support at 1-800-239-4430.[laurie] Danyele - please see above - [laurie] laurie] nope - i want someone to respond to my email with a solution - i am at work i cannot call - i have spent toooooooo much time on the phone being a tech when i am not a tech. I want a manager. Better yet - may I have an e mail to someone in your corporate office as this needs to be escalated [laurie] i want an e mail address to your management team on the corporate level[laurie] May i please have that address. Please note - i have copied and pasted these chats and sent them to myself - so all of this is on record. So, may I please have that e mail address[Danyele] Sorry, unable to provide that information.[laurie] I also use live chat at my job so I know these chats can also be looked up. May I please have that e mail address[laurie] Really????[laurie] cancel my internet - thank yoiu[Danyele] We are happy to assist you with any internet related technical issues, however, for all with new service, billing, and account related issues you will need to contact customer service at 1-800-921-8101, or you can use their live chat applet https://goo.gl/mogSYT . I can also transfer you now if you are interested. Hours of OperationMonday - Friday: 7am - 9pm Saturday - Sunday: 8am - 6pm[laurie] this is not a billing issue but thanks for the info[laurie] Are you transferring me to a Manager?[laurie] This is awesome. I cannot believe the amount of people who cannot or will not assist me. I know if I did that in my job I would not have one. We have accountability where I work. [Troy]Thank You for chatting with Frontier, where we are 100% US based. My name is Troy. I would be happy to access and review your account for the answer to your question. I will also be checking to see if we have any money saving options for you. May I have your account number and for security purposes can you verify the 4 digit pin on the account.

[laurie] Troy - thank you. Have you read the above chat?[laurie] I have no billing issues[Troy] I have not please hold for me [Troy] Thank you [laurie] Sure[laurie] ok so i guess you have opted out as well [laurie] And then you were typing and then you were gone[Troy] Thank you for holding I was reading the chats. So that I am understanding correctly your service is not working which you have gotten an email from us stating it will be fixed and has not been fixed. Is that correct?[laurie] No. I will give it to you step by steph[laurie] step[laurie] From 8/27/61 - it has not worked except in 15 minute intervals[laurie] i have had too many phone calls with tech support all resulting in the same thing - it will work for 15 minutes and then go out[laurie] i had a tech out to my house twice[laurie] it works for 15 minutes then it cuts out[laurie] i have had the interior lines tested they are fine[laurie] i contacted tech support via e mail yesterday and i keep getting an automated response that i will get real response in 24 hours and that has not happened[laurie] i want to know what is going on - i want to know why i cannot get an e mail for someone at your corporate location[laurie] The modem has also been swapped out[Troy] Thank you. I am showing that you were speaking with tech support correct? My apologies on the trouble in the customer service we are not able to help with outages[laurie] i know you cannot help with outages - i cannot get a human to respond to my emails to tech support. I want an e mail address to someone in your corporate office. [Troy] I am sorry we dont have an email to our corporate office. I can offer you our correspondence address.Frontier Communications1398 S. Woodland Blvd, Suite CDeland, FL 32720

[laurie] I want to know why you cannot provide me with an e mail address - i have been without internet for 10 days - i should not have to be inconvenienced anymore - [laurie] and i can get that information anywhere[laurie] This will be all over social media. This is the worst customer service and technical support I have ever ever experienced

Reviewer is in unhappy mood. Please immediately contact the author of this review to discuss poor customer service of frontier communications customer care and associated monetary loss in the amount of $55. Frontier Communications needs to have the product delivered according to poster's claims.

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Anonymous
#1398504

For well over a decade I have suffered the abuse of the strangling monopoly Frontier Communications has had on my market.With three voice lines and my business DSL with 6 static IPs I was paying Frontier Communications $450.00 per month.

(That's nearly 6 BIG ONES a year!!!)

Business DSL service was promised at 10 Mbps but rarely delivered as much as 2 Mbps.In addition, I was promised 24h hour turn around time in the event my service was down.

For the past TWO years, my service went down at least once a month, and rarely did their techs have it back up and running in less than THREE days, not 24 hours as promised.

In the meantime, because my business depends on reliable internet, I had to spend nearly $2,000 for alternate internet provider resources in an attempt to keep up with my workload!!!

To add insult to injury, it took Frontier Communications well over a month to terminate my services AFTER I made my first request to have my phone numbers ported. GUESS WHAT???

Yes, Frontier Communications had the unmitigated gall to BILL ME for the extra month.

(Well you can guess what sort of odds they have that I will EVER pay them for it.) In the meantime, Frontier Communications has turned me over to collections and done everything in their in power to destroy my good credit.(They made a minor dent, but no matter what, I will NOT capitulate and pay them for their BREACH of contract!!!) I want the first party that files a...

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FrontierComCares
Rochester, New York, United States #1212307
Frontier Communications Verified Representative

Hello, Laurie.I am very sorry you have not yet received a response and that you are still awaiting a resolution.

We are here to help you.

Please send us an email to AskFrontier@ftr.com with the subject ATTN:Tim/Krystle so my team can help.-Krystle

Eirual27
to FrontierComCares Goshen, New York, United States #1216261

Hi Krystle

Thank you for dropping the ball as well.It is now day 25 still do not have internet and I got a disconnect notice.

No words especially since your last response to me was to call the tech.

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