Frontier Communications Customer Service

I had a water line installed yesterday down the middle of my driveway. The contractor called to find out if there were any phone or electric lines or gas lines where we had to dig. It seemed there were none. But there was a Frontier phone line buried, which Frontier had evidently not recorded or marked, and it got cut. A Frontier person came out and hung a new line up in a tree about 8 feet in the air over my driveway. This means that no gravel truck can come down the driveway to put rock on the mud. I spent all day talking with Frontier trying to get them to raise the phone line high enough that a truck could go under it, or bury the line. The chat person said they were "on site," but they were not. They closed out the trouble ticket without doing anything.

Ported-out from Frontier our legacy local POTs phone number established in 1982 with Southwestern Bell. After being transferred many times and finally speaking with "retention team", we establish an on-line account where we can request a port-out for our phone number. Sucessfully ported-out to new VoIP provider yesterday. Today after being transferred many times and speaking again with their "retention team", on hold again waiting to get service cancelled. Still on-hold after 2hours and 45minutes... using the new VoIP service for this cancellation call; no worries about losing battery or running out of minutes. So happy we have ended our Frontier phone service customer relationship with such a @#*??%! company.

Please
Remove the "Kate-Ft 49.3 Irving-Dallas-Fort worth" banner from courttv channel 485. The banner makes it impossible to read the courttv captions and is a complete and unnecessary distraction

Biggest scam.. Lousiest service.. only robotic automated customer service (wether by telephone or on their website or by opening a order ticket) regardless which one they're each programmed to
1. Collect every possible information, from email, bank info, cell #, etc...
2. Collect a payment
3. Sell a new product
4. Never a live person
The automated gave me a SATURDAY 8:00am-5:00pm appointment, never showed up till 9:00pm with zero curtsy call/text from technician or anyone. Then on SUNDAY assumed a reschedule for MONDAY 8:00-5-00pm..How reliable is this company and how low is their customer integrity SCAMMER, for Frontier is a milking the client is their mission

Have been waiting nearly 5 months for internet cable to be buried. It's running through trees across the road and then through my front yard to the box. Support service is useless and can't get it done. Say they're waiting for a permit.

Yesterday my internet went down. When I spoke to the service support person. I was asked if I was having a problem with my land line also. I didn't know, so I picked up the hand set. No dial tone.
I'm sorry for your inconvenience. Their test indicates a problem ar the control center. They'll have a tech come out November 2nd. This is October 24th. No land line for my incoming business calls, being a campground, not able to process credit cards which we depend on land line, and no internet. Didn't sound too sorry for my incontinence for not being able to make any income.

We cancelled our land line soon after Frontier took it over 11 years ago. Mice had got in through a broken cover and chewed off insulation. The static made the phone unusable and they refused to fix the rural connection box. That cover ten years later still hasn't been replaced. I rate them the worst of the worst. Lightning blew of the outside cover on our house and melted the wires. I didn't even notify them about it because I removed all the phone wiring in my house.

I had planned to switch my current internet, cable and TV plan to Frontier. After trying to call them and ask questions, I met with nothing but frustration. I thought that Comcast/Xfinity was an unbearable company to deal with, since you would have to wait so long to reach someone by phone. Today I learned that Frontier was worse than dealing with Comcast/Xfinity. I will most most likely cancel my current plan to switch over to Frontier on next Tuesday. I want no part of Frontier becoming my provider for internet, TV etc. Their lack of service and inability to properly answer phone calls gave me a warning that depending on them would be too risky.

Absolutely terrible service. Trying to get anything done takes forever and endless phone calls. Even trying to cancel their service is net to impossible.

I was scheduled for installation on 08/04/23 between 8am and 12pm. My wife took the day off work to wait for the installation. When no one showed up I spoke with someone on chat around 1230 and was told that they would be there to install. I again called at 4pm when the app told me the technician was at my house. I was home at this time and there was no one at my house to install the service. I was told that they would not be there that the appointment was changed to 08/05/23 and someone would be there to install then. We AGAIN cancelled our plans for someone to be there for installation. AGAIN no one showed up. I spoke with someone on the phone who advised me that I was never scheduled for 08/05/23 that the appointment was for 08/07/23. When I advised that that did not work because no one would be home since my wife and I would both be at work. The appointment was scheduled for 08/04/23 for a reason because my wife was able to take the day off. We are not able to take the day off on 08/07/23.
There was absolutely no communication from your company to explain any of this information to me and resulted in 4 phone calls to your company at almost an hour each time. No one was able to give me any information about what going on with the situation. The lack of customer service with your company and your technicians is absolutely ridiculous! As I explained to the supervisor today on the phone there is serious issues with the communication to your customers. I would appreciate a phone call from someone ASAP I can be reached at 618-922-7015

I now just received a message that they are sorry they missed me and to reschedule. AGAIN I am here an no one is here to install but I missed them?????

Customer service is the worst I have ever had and the technician had no clue what they were doing.
Could have gotten better service from a 5 year old child.

Every single month my bill has went up $10.00 then when you call with a problem they want to charge I am disconnecting and looking for another internet company!!!!!!!! Not happy!!!!!!!!

When we talk about Internet service providers, we expect a blend of reliable internet connections and dependable customer support. Regrettably, my recent encounter with Frontier's customer care was a rude awakening to the reality that the latter was glaringly absent.

I use Frontier's 5gbps service and, until an unfortunate accident, the internet connection itself had performed commendably. A severed fiber line changed everything, propelling my house into a state of digital isolation. Naturally, we turned to Frontier, hoping for a swift rescue. But it was a hope doomed from the start.

Engaging with Frontier's customer care proved to be an exercise in frustration and disappointment. To suggest a staggering three weeks of waiting time for repairing our line is unfathomable in today's interconnected world. Frontier appears to undervalue the crippling impact of a life without the internet, where every aspect of our existence, be it work, education, or social engagements, is disrupted.

The ordeal was amplified by the unhelpful demeanor of Frontier's customer care representatives. Despite multiple desperate pleas for assistance, there was a distressing lack of interest and initiative. It felt as if we were dealing with barriers, rather than helpers, caught in a loop of call transfers and interminable hold times. The insistence on a three-week waiting period, at each interaction, was a bitter pill to swallow and underscored their disregard for their customers.

It's alarming that Frontier shows no capability or willingness to prioritize urgent cases or provide interim solutions. Their customer care reps' ineptitude and rigidness were more than just irritating - they were deeply disheartening.

It felt as if our pleas for help were being cast into a void, with our own voices of frustration echoing back at us. There was a disconnect - not only in the literal sense of a cut fiber line, but also a severe lack of understanding and empathy from the provider towards its consumers. The gap between the issue and its resolution was glaring, and the company's actions fell far short of its promises.

Although Frontier promises a gateway to the digital world, their customer care serves as a stark reminder of what one might encounter should any issues arise. Brace yourself for a journey into an unchartered territory - a frontier devoid of helpful assistance.

Waited four months for Frontier to install my internet service since they said it was in my area. Had to wait because the ground was too cold to bury the cable and that was not a problem. But since they said I could get internet I stopped looking for other companies to install. So then the tech came out today March 24th, to install the internet and it turns out it is not in this area. I don't know what the cable was if they buried to my house but it was likely for landline. It was not fiber optics like they promised it would be. So now I have a cable run 580 ft to my house and they cannot give me internet. Four wasted months. When I called after the tech left they tried to sell me on one of their affiliates. That was the answer to the problem.

I lost internet today and was told it will take 3 weeks before a tech can come to fix it....3weeks does not appear even remotely reasonable. If there are not enough techs they should hire so that their customers don't suffer however this has been the case for years now. They send you a bill each month and expect to be paid but they are ok with not providing you service for nearly a month. I would never recommend this company to anyone that I like as it is clear their customers are not important to them. I am excited that a new internet provider is moving into my area as soon as it does I'll be getting rid of frontier and will celebrate the day that I'm paying for reliable high speed internet

I have tried canceling my Frontier account for 3 years. I'm a busy person who works all day. Every time I've gotten so annoyed with the extremely high monthly bill ($100+/month) for plain local phone service (most of my neighbors who still have a land line pay less than $30), I've called to cancel. They keep me on hold, transfer me like a dozen times, spend minimum 3 hours only to have them (at some point) disconnect me and force me to find a time to try again. Currently, I've been on hold for 3 hours, and I've spent roughly 3.5 hours in 'chat' session on line being transferred 7 times and no one seems to be able to close my account. This has got to border on fraud. Don't state laws require a company provide a way to cancel service? Double F-minus

Tried calling them because I was interested in their service. Hold music for 10 minutes. I know what to expect now. Looks like I'm not even going to be a customer.

I scheduled an appointment with them three times for a technician to come out and every time the technician didn't come out between 1:00 and 5:00 p.m. like they said they would, they never showed up they are a bad company to get internet with

In all honesty train your workers. Get qualified workers people who actually went to school and graduated. I spoke to a Joan or John a lady though, giving totally wrong information and you getting so confident and wait to be paid for misleading customers is a totally so wrong. Frontier please get your staff trained or get some advise from spectrum. So frustrating

I have been disappointed more than ones by Frontier workers, you get transferred to more than five people and still don't get your problem solved, on the phone for over an hour and still problem not solved. Or where you get wrong information from an associate, over one hour and still no problem solved that's a total wastage of time! I feel so frustrated. Am signing off from frontier and never ever will I try this again. Please you need to train your workers, they really need extensive training atleast to MOST of them. I have never given a bad review my entire life to write this here it has to be bad, I am super frustrated!

If u want the company of frontier to succeed, not loose good workers that try to help, maybe the company should have english speaking representatives on their phone. I cancelled frontier almost 3 months ago, still awaiting my reimbursement for last payment. My internet connection was so crappy I had to reboot this daily. I will not choose frontier ever again until I get the services I need. It may be time for corporate office to find out who their main competitor is and learn

I contacted Frontier pertaining to my internet, and they told me they would have to have a technician scheduled out for Monday, Jan. 20, 2020, between 8:00a.m - 12:00 noon. Around 9:00am a technician contacted me and told me he would be here in 15 minutes. He contacted me by phone afterwards and told me he was at my address, he asked me what my address was, and I told him, he then said he was at a different address same street. I asked him if he could call the company he said, no, that I would have to contact them myself. I immediately called Frontier, got transferred around, got hung-up on, and spoke with 4 poeple, and then they try to set me for an appointment for Wednesday! not acceptable at all!! I was on the phone from 9:00 - 2:05pm

I signed a contract March 2017 and had no issues for the 1st year. After that my bill went up from 24.99 to 44 after I was told it would not go up. Due to being lied to they said they would give me 2 years at 34.99. We had several times the internet was slow or going out and the tech kept questioning why it kept getting turned down (we signed up for HSI 6M and it kept getting turned down to 3). Then I had called and they told me I was on a 3 but they could sign me up for 6 at the same price (I had not found my contract at this point). I told them ok but the next day told them never mind as I got an email saying it would be 44 and that there was $110 installation fee which I could not afford. I was then charged over 100 for early termination and called 12/20 opening a dispute. They told me $100 would come off. My bill came out today with the $100 still on and the dispute was closed with no contact to me at all. I had found my contract where it did state that I signed up for the 6M and was told today that there is no difference in price and the $100 would not be taken off as I had previously been told. I do not feel I should have to pay any of the $170 that my bill is due to all the lies and being pushed to slower internet for over a year.

Let's just start by saying I was a customer of Verizon for years before Frontier took over. Level of service has diminished immensely since Frontier took over. I had to move because of Irma having the same services as before (except changed to a private line - cost:$2.67 according to bill breakdown). Can you believe my bill went from $76 to $438(????) Initially, no one could say why...one representative had the audacity to tell me I should be grateful I get a discount (can you believe that). Finally, I asked to speak to a manager who got bill reduced to $300+ because of duplicate billing. I go tired of fighting because I'm a caregiver of dementia/stage 4 kidney disease person and have too much to be concern with. She assured me that it would be around $80 a month. The next month it was $82. Well, this month my bill is $180+ dollars. I called expressing concerns/bill history. The representative felt it was a little high too. I asked to speak to someone else who was checking on the bill. He found that I was being billed for 2 land lines (I had 2 land lines approximately 10 years before retiring, I've been retired 20+ years ????). He was checking on other things, and we got disconnected. I never got a call back. I tried to reach him but was unsuccessful in getting through as I had to leave for an appointment. I'll try again.

Frontier's statement directing one on how to post a comment really says a lot about the company: "Please use the form below to post your comments regarding your experience with Frontier Communications and the reasons you are contacting their corporate office headquarters. PLEASE AVOID USING PROFANITY."



I am posting one paragraph of the five-page letter I have written to Frontier.



When I say Frontier is the worst company I have ever dealt with, realize I am 74 years old, so that encompasses a LOT of really bad companies. Also realize I am not complaining about the people who answer the phones. As with most there are some a little less competent than average and some more competent than average. The problems I have been experiencing with Frontier are not the fault of individual Customer Service or Technical Support representatives. The responsibility and accountability lie with the higher level management and a corporate attitude that does not include any of its customers.

(Edited to conform to Frontier's expectations of a comment from a customer.)

I hope this is the right place. My bill for frontier communications Internet kept climbing so today, September 7 I called and spoke to Emma. While you may have many Emma's, this one works from home in West Virginia. She was courteous, knowledgeable, friendly, and got me a much better rate for a year on my account as I was ready to cut the cord. While everybody calls to complain, I want you to know what an asset Emma is to frontier communications. Not only was She helpful, but I thoroughly enjoyed my conversation with her and you are lucky to have her.

Frontier is Awesome because it way faster than HughesNet & it keep the buffering away from YouTube player, HBO-Max with ads, Paramount+ with ads, Disney+ with ads Discovery+ ad-Free On-Demand by Dish Network, & also Dish Anywhere. streaming 8 Mbps!

I had the best customer service technician with Frontier this evening. He was friendly, patient and very helpful. He helped me restore the internet in my home without a service appointment. It was like having a friend over to my home. I don't think I have ever had such a positive experience with ANY company. His name is Rey and his full information should be on my service ticket this evening at around 7:30 PM EST.
Susan Hunter, Land O Lakes, Florida

On July 6th I spoke with your rep Selena. She was an excellent rep to deal with in making changes to my plan. I am extremely satisfied with frontiers customer service Joan Strickland

I switched to Frontier due to the outrageous billing from Comcast and their inability to want to help. I have to say, I have seen a lot of negative comments regarding Frontier, but every time I have had to call customer service so far, they have been very helpful and friendly. Granted, the original individual who gave me the information regarding setting up my service could have used a refresher course, which is why I have had to call customer service several times, but I have have been satisfied with the service I have received since.

people are just hating a good company. let keep it real who like to see anyone on top? exacly.. NO ONE..

All the bad things said about Frontier are true generally, BUT there is at least one outstandingly friendly and enthusiastic employee there in Customer Service who did not read from a script and whose inflection could be understood. After many calls previously, I landed with Eric in Tech Support. He sounded energetic and tried to do the right thing. He would tell me if he did not know something but said he would stick with me through all the waits and transfers which he did for over an hour. He tried hard and did not BS. One of the supervisors we spoke with did not like that and said the customers should never be on a conference line, and asked for his name and supervisor name. Who did she think she was speaking on an open line with me like that. Do your discipline thing on your own dime thank you. I think Eric should get a "gold star" employee service award. I hope they did not fire him for providing excellent customer service, but if they did know that wherever he lands it must be better than working for Frontier. Yikes. This outfit must have had their training in a third world country.

This if for tech#265 Eric. I really appreciate his help to get my computer fixed after a virus hit. He and others helped, but he was the one who did all the final corrections. Thanks to all of you. The security was added to my lap top, but what about my desk top.

I started new service mid December. After hip surgery I finally was able to review the bill and found some errors or unexpectedly high charges. Before paying March bill, I called up and customer service was really nice. The gal reviewed my charges and found a few more errors and was able to credit back $80 some dollars and remove some of the services I didn't need. The internet has been working great!! My kids are much more secure on the DSL wifi and our IP address is even off the grid (to the average person anyway). Thanks Frontier! Don't lose your good service folks in the Carolina's! Getting hooked up takes patience, but was worth the wait! Thanks!

The transfer of phone service from ATT to Frontier has been quite a disaster.

The Frontier service reps I've contacted (after long waits) have been very courteous and have tried to fix my billing problems. But their computers haven't succeeded.

I have to give the reps a very positive recommendation; I have to give the management a big zero.

Techal 188 (Maiska) was agreat help I thank her for her kind and friendly service

I would like to thank Jessie, Chris and Mark(tech id246) from tech support for the wonderful job and a great service.Thanks again guys
Larisa S

I first got Frontier Internet service in November 2013. The folks at the call center made it easy to order and the gentleman who came to install it was fabulous. All my questions and concerns were addressed and taken care of. Upon receiving the first bill there was confusion due to first trying to order over internet and then I finally called to order. I called the billing office and they immediately removed the double charges on my account. I have paid online each month and have had no problems. Today I called to cancel service as I am moving. The lady I spoke with was extra nice and helped me with all my questions and with making this change. As soon as I am settled I will be checking back in with Frontier to get the phone and internet bundle. Thank you Frontier for having employees who are extremely nice and helpful.

Thank you for the quick repair! Phone went out on Sunday and they scheduled us for Tues repair. He came when temp outside was 3 degrees! It had been very windy, and during the wind, the line was cut on a sharp piece of our gutter. I appreciate the repairman being out in such awful weather to take care of us!

Andre Humbert, Medina Oh. I want to say thanks to Frontier Telephone Communication repair man, for the exellent job he did repairing our phone.

Wow! A real human answered the phone on my first try - that's VERY unusual and very much appreciated! She was extremely helpful and it was so nice to talk with someone without having to push 10 buttons and eventually getting someone with whom I needed a translator! Good experience this time around!

well every seems to have a problem with frontier. well i am happy with there service and had a problem with my bill,they took care of it gave me credit. and the Lady who took care of the problem was nice also.

I love it! Frontier has been around for years. In the 80's & 90's they were a long distance provider at up to $9 a minute. Local calls were up to $9, billed by a company called OAN, Operator Assistance Network, owned by GM. Anyway Frontier local service is not that bad. While the company is imploding from the recent acquisitions, I am getting Internet & Phone that always works for less than $40. I complained to the right person. However Frontier stock is down 75% this year alone and I would look for major changes soon, probably for the worse!

I would like to mention a heroic pilot on a flight from Harrisburg PA to MCO. His actions were so amazing and chivalrous! When a harried passenger left her purse in her rental, he sprinted to retrieve it and still get the flight in on time. Because of his actions, 2 immuno-compromised patients in WPB received their IgG infusions this am, and a child with Asperger's was tucked in by his mommy last night. Thanks you Frontier pilot extraordinaire!

I alays found there customer service very nice . Just today I asked if they could replace my telephone ire from the pole to my NIC that is 20 + yrs . And thee gonna do it free of charge in 3 days. I am very pleaed with frontier probly cause I am a rural folk and atelite and dial up is all I can get. So to get 1.5 mb down and a 32 ping is a upgrade compare to satelite an for 30 dollars less. All you people who complain must not had satelite internet an live in the country!

If you people would actually do some research on your own, you could find adequate numbers for Frontier. Sure, its not an absolutely amazing service, but you could be stuck with Comcast or Cox Cable.... The best customer service numbers to use are:
1-877-600-1511 for FiOS Services
1-877-462-8188 for DSL Services
and 1-888-502-3190 for Billing

If you'd be smart enough to ask the underpaid, overworked technicians you do speak to, they'd be more than happy to give you the direct numbers...use some common sense. I just feel sorry for the support/techs that have to put up with your ignorance.

I used to work for Frontier and I find it's interesting that this company is continually terminating good and dedicated employees on a weekly/monthly basis, yet they can keep their Fort Wayne Call center director who was recently arrested for domestic abuse against his wife. Obviously they have no morals since they find this is acceptable behavior....hmm

Please forgive the bluntness of the last review from one of our reps, we get chewed out by customers when mistakes happen, some people take it out elsewhere, like the internet. We do what we can with the materials we have. We understand that certain issues need to be resolved, but imagine this for a second, we are still working on fixing the antiquated tech that verizon left behind, creating so many improvements to keep up with the demand. Our newer Bonded DSL/VDSL technology we have been working on can get speeds up to 25mbps (Businesses up to 40mbps.) For those not capable of DSL we've released satellite.

About the Lifeline re-certification, FCC does not mandate a communications company to notify a customer that their lifeline credits are ending, we send out the applications to be sent, received, and processed before the yearly deadline the state has for us (each state has a set date in which re-certification occurs.

These applications can be found online at Frontier.com under discount programs, as well.


Many issues can be resolved. It is all reliant upon the knowledge of the representative, unfortunately. But that is the case with any communications company.


We do notify when you are on a term, if it is set to renew, or if it is coming to an end.

Page 3 of the bill has your products, and any term that is on that product (i.e. DP Nationwide Unlimited 2010 Term 12/02/2011 - 12/01/2013)

Page 4 under "IMPORTANT CUSTOMER INFORMATION" Let's you know anything, if anything that will change on the bill. Such as "Your Digital Phone agreement will renew on 12/01/2013"

We don't hid these things, it just isn't common for most people to read their bills. If you ever have questions or concerns, you can always contact us. We're happy to help.

I am an employee of Frontier I have worked there for a few short months and I must say that frontier is dedicated to their customers you will get many companies that could care less if you stay or go but Frontier will bend over back wards to get customers to stay, by giving better product, better pice offers, and so much of a discount a month. All mthe problems these customers mare complaining about will come with any company, phones go out, internet connections have problems, its all about patience, and yes when you call biting someones head of that has no idea to what your situation is you might not mget the best response back, yes we are customer service but we are not dogs u can just talk to anyway you please, if I called every company that I have problems with and bite their head offs I am sure I would be short of utilities. Most companies would say well then just cancel your service if your not happy, but not frontier. And yes when you have an agreement with ANY company and you try and cancel YOUR AGREED CONTRACT ANY COMPANY IS GOING TO CHARGE YOU WHATS CALLED AN ETF (early terminatio fee) it is not frontier trying to scam you, but frontier is a business and any business does this, look at the small print on all services you sign up for, my favorite is when someone tries to cancel and then say "I never agreed to any term, or signed anything" oh really so when you called in to get service you never said yes to anything we talked about obviously you did otherwise you wouldnt have service in the first place, what I love even more is when I call out the email address that we physically send to you and you have to send back in order for us to even start your serivce contract, if you didnt agree to it, you would not have service. I love my customers and I love people and I do know frontier is not perfect it is without flaws but I will say for the short time frotier has been running, they are doing something right, and also that they are working everyday to try and build from their mistakes. To the comment about nexflixs saying we are the worst internet serivce around, what competitor is going to rave about anothers products, so thaat comment was pig headed. For you being an employee, you should be ashamed, Im sure you were loving the commision check that frontier dished out to you and that you so willingly didnt turn down did you? So next time you bite the hand that feeds you show a little class. To anyone that this offends I must say I do apologize I am a very clam and nice person infact most people that know me will never guess that this comment even came from me but I just need to defend my company that I do love. And to the unhappy customers I am sorry you have grown so fed up with frontier but all I have to say if you are that uneasy pleased good luck at another company. I can understand there are some real reasons to be ticked off, like the missed commitment dates, trust me I hate those phone calls as much as you hated wasting your whole day at home, I will agree that is one thing frontier needs to work on so much, but also I must say that when there are problem tickets in the area those always come before an install, Im sorry but a phone line down or a pole down in a major intersection that could cause harm to human life is a little more important then wheter or not you get internet installed, just saying. I know a call would be nice and honstly I agree just call the customer and say hey we are not going to make it today that is something dispatch should be doing they know what jobs are scheduled and what jobs need to be done and the techs schedules its almost ridiculous, so trust me as an employee it ticks me off just as much I feel your frustration, but I gaurentee frontier will always make it worth your wild hell I have even gone as far as waiving all install fee and giving someone two free months, and yes we do credit you for your phone or internet service bein out, BUT YOU MUST REPORT IT!!!! You can not expect to call in and tell us your phon has been out for a month and this is the first time you are calling to report it, do you think we actually are going to take the whole month off when we have no record of this, it is sad that we can not take your word for it but people lie, Im sorry there are so many dishonest people in the world that it has ruined it for all the honest people out there. So for all the dedicated frontier customers thank you for your patience with our company and we love you for sticking by us!!! Also if you ever have any problems with billing just call it will get straigtened out and there are just some charges like taxes we cannot waive lol...

I actually work for Frontier customer service-and a lot of what you guys say here is justified, they definitely have some problems. For what it is worth though, I have seen no evidence of the dishonesty or outright lying that some on here accuse Frontier of-the problem is the antiquated equipment and the absolute disaster of old, cobbled together computer programs Frontier uses. It is often incredibly difficult to wade through an account and find out what the customer was told, or get their issue handled correctly. The computer programs, forms, policies, and processes are a disaster. But, with some exceptions Im sure, most Frontier employees you speak to arent there to cheat you or lie to you; just try and remember it might not be their fault things are screwed up.

I don't know if you are interested in this but it’s worth a try. I work for a major well known utility company and I feel ethically compelled to inform someone that there are practices within my corporation that are being done without the consideration for the consumer. My employment there has extended well over 3 years now and I have been turning a blind eye to what they call customer service. I believe that I have the duty to expose some of these inner workings to the public. I work for Frontier Communications.
I do not want to be named nor am I going to divulge any names of my fellow employees. I will give detail in some of the misinformation given to customer, issues with systems that cause billing problems, and a few other known issues that upper management overlook. The biggest issue we are experiencing right now is appalling. The ‘blackout period’ and the result of it is causing chaos. Recently there were a few groups of the employees that were force fed training on the new Frontier’s systems. It was crammed in an eight day course. The majority of the time the training systems were down, a handful of subject learning material & systems were over looked-stating we’ll get how to do it on the floor. Anxiety and panic swept the call center, worried faces riddled with anger and frustration stood out everywhere. All accept the higher management. They kept saying, ‘don’t worry you guys will be ok’ or ‘we have to get this call volume down’. But the statement that never failed was, ‘don’t forget that you need to offer a wide array of services on every call. That’s your job.’ Regardless if a customer is calling in because she/he cannot afford their services as it is we are required to up sale them.
I was employed with Verizon prior to the acquisition to Frontier. It was an exciting day for us because we felt like the iron hand was being lifted. But to our dismay the same type of mentality still existed. Also the changes FTR made caused a lot of panic as well. We are trained for sales 1st rather than customer service even though the values are People, Product, and Profit. Customer may call in with an major issue even at times irritate and frustrated-we are excepted to entice them to purchase an additional product that may or may not work. I will enlighten you on that subject-our ‘network congestion’ issue with HSI has caused a tremendous volume of calls to the call centers and tech support. There were periods were the handling time for these departments exceeded 30 minutes and even at times close to an hour. Numerous customers within the 13 states acquired have experienced an issue that was coined ‘network congestion’. These issues caused a great deal of frustrated customers calling in about their HSI service dropping. Some of them experience up and down periods over a few months. I even witnessed some customers that were out for weeks at a time.
How do you sell a product that is not reliable? Netflix made the comment that Frontier has one of the worst HSI service in the nation. Some of us here feel guilty when we sell certain products because we know it may or may not work sometimes. The newest greatest selling tool we have for HSI now is we have to still sell it even though it may or may not be available in their area. Customers call in livid and frustrated because they were told they can get a service and now they are being told their area is not available for that upgrade to HSI quite yet.
Another odd situation we have going on right now is our new phone systems are voice over IP. We are the phone company right? Then why are we using that type of system? Numerous issues are going on-dropped calls, noise one the line, unable to fully understand what the customer is saying & vice versa, and the total system freezing up while on a call. There are some of us who just have been sitting around because we are unable to access anything. One rep became concerned because their training for the phone systems consisted of a learning document they were given minutes before they actually used the new phone systems. A coach was made aware of her concerned and his comment to it was more or less ‘well then you need to ask if you need help’. That reply was heard from a few different reps and they were taken back. Why can’t we get the training we need to navigate through all of the madness? Call volume. How are we going to be able to handle issues like repair and collections, write orders properly, and steer through a calling system that just doesn’t seem to be working correctly? Apparently it doesn’t matter as long as we up sale our customers.
One of the last issues I’m going to share with you is a critical issue that a new rep has brought to our attention and higher management as well. When an appointment, regardless of what the nature of it is-repair, new install, or anything else-is not fulfilled the customer is NOT called back to inform their appointment will not be made or efforts to reschedule it. Management and other departments know about this and still no efforts have been made to fix this. I have seen this on my end as well. What do you say to a customer who asks, ’why didn’t anyone call?’ There’s no real honest why to answer that properly.
I don’t know what’s going to happen with the pending lawsuit that Frontier has from the 1.50 surcharge for HSI service but I do know that a lot of us here don’t agree with the charge and how it was handled. We were given a document on what to say when the customer calls in and disputes the charges. It was like a paragraph more or less stating we are imposing this surcharge and there’s nothing we can do to waive it.
I now realize I have a made a poor choice in my career. I have great empathy for the customer and I’m fed up with how they are treated as well as the employees.

Thank you for listening,
Anonymous