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My husband called to inquiry about service and were told would only get 1 mg but it was better than others because it was guaranteed to always be that. He asked if it would stream go to meetings and he said it should. My husband said he’ll have to talk to me his wife before he makes a decision. The agent said in my household I am the man and I don’t need to consult my wife before I make decisions. Extremely rude and my husband hung up on him. This was not a good sales tactic and would never utilize this company after someone trying bully my husband into purchasing a service that wouldn’t even qualify as high speed Internet for working from home.
I have had so many problems with frontier over the last 10 years of having service. I have been charged for services I haven't had, I have been over charged for times I had let my service be shut off. I called and asked them to put my service on a vacation hold which they never did then billed me, then permanently disconnected my service which resulted in almost 600$ in which I paid to get my service restarted. When I asked what those charges were for they couldn't give me a straight answer. I was paying $160 for phone service and internet a month. That is outrageous. When I had my services restarted they gave me a run around for 2 weeks why they havent started or opened my service back up, I had to go out and fild a field office for something to be done about it. I didn't have another choice but to have frontier because they are 1 of 2 service providers here where I live. I had someone come out from the esst coast to fix some problems I had with service he said the box with the lines needed to be cleaned out and couldn't understand why they didn't clean them out if they were just here doinf service. He was the most helpful person so far as frontier I have dealt with. I have his name and number to pass along to anyone who needs it and he can explain the issues he was dealing with while he was in the area. Frontier has had the worsr customer service and worst billing. I honestly think that for all the years I was billed and over billed for such horrible service that part or all of it needs to be refunded.
Since I have switched my cell phone provider to Verizon, I have a hot spot on my cell phone and it works better then the internet service I had through frontier. The service through frontier was always out, or very very slow.
We are currently paying for 25 mb for internet, but we routinely are only getting 6-7mb. I’ve called several times and used their chat option to try to get to the bottom of it and every time, I get told “there’s an outage.” It’s frustrating that we aren’t getting even close to what we’re paying for.
When I had Frontier, service would shut off during the day, which made it impossible to telecommute, and and would lose service for 10-15 seconds throughout all hours. Multiple calls to fix lead to false promises, and nothing would happen. Finally after multiple threats of reporting them did they "fix" the problem, which still dropped service occasionally throughout the day but less frequent and shorter periods. Additionally, the speeds are much slower than their counterparts in this and other markets.
We were promised 1 mg speed, but have rarely received it over the past 10+ years. In fact our Internet service disconnects many times a day. When I call in they try to tell me we are diconnecting it! One time the tech told me it had disconnected more than 350 time in the past few weeks... 8 times that morning. They do not offer credit for services not renendered. We have had technicians here many times and the problems never get solved.
If anyone at the state level reads this, please respond with an "ok".
We have been frustrated Frontier internet customers for 3 years. Until recently, there have been no other options in rural Aitkin County. We pay $35/mth for "up to" 6 Mbps but on good days, get 3 Mbps or less speed. There are many drops particularly if it is windy, rainy or snowy. I reboot the Frontier modem multiple times each day in a desperate attempt to latch onto a reliable circuit. Now, with the help of MN state and Aitkin County broadband grants, SCI is expanding their service in the Big Sandy Lake (McGregor) area and we will convert over once it is available. The only bright spot in this difficult relationship with Frontier - the local, McGregor Frontier technician has been wonderful with his support and is very competent. It is unfortunate he has to work for such a dysfunctional company.
After numerous complaints I had one of their customer service guys visit my house to do a diagnostic test to find the problem, there was no problem. After some conversation he admitted that Frontier does not have the infrastructure to handle all the users so at peak periods of the day we'd lose service & they have no intention of fixing it. I filed a complaint with the FCC which did nothing. Then I continued to call the company to complain, asked to whom I was talking with and
was repeatedly hung up on. These people need to lose their jobs and the company needs a huge FCC fine.
We pay for 6 Mbps. When we call them to complain of no internet of incredibly SLOW internet, they tell us that all they really HAVE to give us is 2.2 Mbps. Then why are they charging us for 6 Mbps? Regardless, we only GET 0.2 Mbps - so technically, if we are paying for what we actually are getting, our bill would be 1/30th of the amount we are currently paying. I'd love to see them have to pay us all back for what we have never been given by them!
I get 11 Mbps at work about two miles from my house where we are able to get Midco service. At home I am only able to get Frontier service and it tops out at .2 (point two) Mbps. I call to complain and they tell me, "Oh, that's just because your service is bad at your address." I tell them, "But YOU'RE my service." They say, "Yep. That's what you get." I would drop Frontier in a heartbeat if I could. Point two Mbps in 2018. In Washington County.
I also live in the rural area and did not have a choice on service so got frontier. I have had very slow internet most always and that is if there is any signal that the internet is working the last month has been extremely bad. Customer service is friendly enough but you are on the phone with them for hours. I don't use my computer much during the day so when I come home it would be nice to be able to have it working. Every one says I am getting charged to much but when there is not any other phone company what can you do?
We have been subscribers of this product for over 10 years. Frontier is the only service provider in the area. After 50-75 hrs of phone calls to Frontier. Service never improves. New trunk lines may make a difference, however there are $$$ costs associated with that. Technicians that come to the house are always very friendly and helpful within the parameters they have to work within. At one point we had to wait over one year for lines to be buried. The contract servicer that initially showed up saw the job and turned around and left. Again after following up multiple times with Frontier we were given the run around. Over a year later a former contractor returned to the area and completed the job. In the interim they had lost our address and work order ........ the story goes on and on. To sum it up. We pay for a product that has constant problems and often times does not work at all. There needs to be some resolution with internet in rural communities.
I live in a rural area also and have been a Frontier customer since 1990. NOT BY CHOICE. Right now I have internet service only as I canceled my land line years ago. I pay for High Speed Internet but only getting 0.58 download and 054 upload speed. Cannot use my smart TV for Netflix or anything streaming. Frontier says that they are looking to make upgrades this spring but I'm not holding my breath. Had so many problems with the internet connection in the past and not much has improved. It amazes me that a friend of mine who lives 8 miles from me and has a small phone company 10 miles from his farm has fiber optics bringing his internet and TV service. But Frontier as large as they are cannot get us decent internet speeds and upgrades. I do not like paying for something and not getting what is promised.
I have been a Frontier customer for many years. for the most part service has been adequate. over the past year however, internet service has been awful, constantly dropping service. last year i asked Frontier about the issue and service tech came out while nobody was home. he did leave a new Router. i connected it and it seemed like that was the problem, at least for a few months? internet service is back to constantly dropping connection again. i`m not sure i could count them all in one day? paying for a service that at times seems like i will not be connected long enough to complete this comment? very frustrating to say the least!
What a joke- the people you call do not care - nor does frontier- I do not know how they are allowed to operate with such bad internet services. They will lie about it all and not do anything. I am already paying for high speed internet and not getting it. We have 0 options or I would not be a customer. We are getting ripped off.
I’m not sure if they comply with the standards for customer service, but they are far better than Mediacom here on the west side of Hennepin county. I switched to Frontier in the fall of 2017, after experiencing the worst customer service with Mediacom. The cable line got damaged in the ground during a project, and despite telling Mediacom exactly what happened, they sent the wrong tech. After that, we experienced back to back issues with poor customer service. They committed to scheduling a follow up visit, which never happened. The next appointment I scheduled was suddenly cancelled without them contacting me. The following appointment I also had to schedule was also cancelled with no follow up due them not being able to go into a neighbors yard with a loose dog. After 3+ weeks of no cable or internet, and their inability to execute, follow up, or communicate well, I called and cancelled my service. They made no attempt to keep me even when I calmly explained why I was leaving then.
As for Frontier, they were quick to get us connected, and I had one service call that they responded to immediately and resolved promptly without forcing me to take a day off from work and wait for them.
In summary, if Frontier is being investigated, then so should Mediacom. I know multiple area residents who feel stuck with Mediacom despite poor customer service experiences. Frontier has already demonstrated better customer service in my short time with them.
We have lived in a Frontier service area for approximately 18 months. Other than satellite options, Frontier is the only provider available in our area. Overall, the level of service has been well below what was advertised when we originally signed up. As the only land-based provider available to us, the level of service and customer support has been frustrating and confusing. We had been told by neighbors that Frontier "over sells" the level of service available in our area. When we asked a Frontier service technician about this, he agreed with that statement. We experience outages at all times during the day but especially when school is not in session. The local Frontier office support person has been confrontational and condescending in her dealings with us. If we could, we would switch providers immediately due to their lack of customer support and unwillingness to offer any type of corrective action.
We live in a rural area with no other options for phone or internet. I have been unhappy with the service provided from Frontier since we moved to this house in March 2013. The internet service is constantly going down with no response or information from the company. The most recent outage there was an automated message via a phone call saying the service is down with no known estimated fix date. My daughter is required to use wifi from our house to do her homework on her school supplied Chromebook. The service was down for 2 weeks which made homework very difficult, especially when there is no fix date. I understand occasionally we will need to use the library for wifi or our hotspot from our cell phone. My daughter used her hotspot, but that gets very expensive to use if we go over our data limit. I called multiple times and they said we would be put on the urgent list so we wouldn't have to wait the 3 days they were booked out for. They were scheduled to come out on Friday, February 16th and never came or called early like they said they would and never showed up on Friday either. My husband called again on Friday and nobody knew they were supposed to come out and they could tell by looking on their end that there was a problem at our house that needed to be fixed. Now they are scheduled for today, we will see if it gets fixed.
I have made numerous calls over the past 2.5 years to try to resolve ongoing overbilling on a phone account. I have talked to numerous customer service reps and so called managers with probably about 5 hours of phone time and NOTHING has been done. It is probably the worst customer service I have ever dealt with. Unfortunately they have us over a barrel with no other options……………..
First of all... the biggest issue I have is that when the service is down, I have no ability to contact Frontier. There is no cell service where I live, and no other alternatives means of communications. If I want to contact them about an outage, I have to get in my car and drive to a location where I can get a land line or cell signal. This is a huge issue in itself.
That being said... even then, the response to outages or degraded service is very very poor. First of all, getting through often takes a very long time. And, once through they usually just say there is an outage, and that is it. No forecast for resolution, updates, etc. It is hard to tell if they are even listening to the reports they are getting, or if it even matters if you complain.
I find the people on the phone to be pleasant and attempting to be helpful, but there is only so much they can do when the operations behind the scenes isn't what it should be. I expect some reasonable response, even if the forecast is out a ways, I want to know my issue is being looked at and will be resolved.
I don't need them to roll a truck right away, I just need my phone/internet to work. I usually know what the problem is, and can identify if it is a local CO issue, DNS issue, network congestion, or other problem. I'm likely more technically able than the average consumer.
Frontier is not meeting my expectations of the quality of customer service that I expect. Something needs to be done.
In December of 2016 I had scheduled to have service connected, no one showed up and I called to request a new date, due to the holidays, it was another 2 week wait, which was understandable and mistakes happen, the customer service representative was apologetic and gave me a $25 credit towards my first bill. The second appointment, no one showed up then either. So this time I asked to speak to a manager. He was extremely rude and said there was nothing he could do and I asked to speak to his manager and he refused, he also took away my $25 credit from the first error. I asked him to transfer to another representative and he agreed, but he just left it on hold and never transferred...for 20 minutes I waited and just hung up. He also wrote several untrue statements in my account notes " that I was swearing and calling him names" (which I never did and was in tears that he made those accusations). That representative also wrote in my notes to "never give me the $25 credit under any circumstance". I only found this out from another representative when I called on the following months bill when I never received the credit. I have never experienced something so rude in my life and I wrote an email to the customer service and CEO because I was so shaken from it.
I have had Frontier for 5 years. They have recently offered an "upgraded internet service" which required a higher fee and a new modem. They installed and it is so much slower than the old "slower" service. They have been to my house numerous times and checked the speed and have confirmed every time that it is slower than it was in the past. They are blaming our computers saying that because we have the latest version of Windows 10 is not working with their new upgraded system. I asked to be down graded or not pay for the new service. Their response was that I need to downgrade my Windows versions and that they can not go backwards in my internet service since they have upgraded me and they can't reduce my charges back to the old rate... so I am stuck right now with a slower internet or no internet at times and paying a higher rate for it. They said it is my issue to deal with as they can't go backwards and the next level of service has the same issue with Windows 10.... none of this was disclosed when the upgrade was offered. I would expect at a minimum a refund of the difference but would prefer to have the faster service! Customer service reps lie and then when you catch them in a lie they hang up on you.
We reside in a rural area of Pine County. Frontier is our land line and internet provider. Customer Service is terrible. Internet service is on and off. Here is our latest story: On 9/21/2017 we lost phone and internet service. We called Frontier and were told it would be 5 to 7 days for repairman to come. On 9/25 a contracted repairman did show up. He was able to restore our dial tone, /with much static, but not our internet. He stated all he had to do was get us a dial tone and he k/new nothing about internet. In the process of the repair he used our cordless telephone. After he left we noticed one of our cordless hand phones was missing. I called Frontier back on 9/26/2017 to not only report the static on the line and no internet but the missing phone. At that time we were told it would be 5-7 days for a repairman to come out and they would check on the missing phone by calling the repairman. We would receive a call back the next day. Well, that never happened. On 9/28/2017 I called back to follow up. I was told we had a serious broadband issue. They were still following up on the missing phone. Finally on 10/3/2017 a repairman showed up and our land line dial tone was fixed (the previous contracted employee had the lines crossed) and we needed a new modem for the internet. I spoke with the technician, who was a Frontier technician about our missing phone and he could not help us. I continued to call Frontier, being transferred between departments, with no luck. I requested 3 weeks credit on my account for the time we had no phone service and the time we had no internet, plus asking $40.00 compensation for the phone as I needed to purchase a new phone to replace the one taken in error by the first repairman. I was getting nowhere fast. Eventually I received 2 weeks credit on my account for loss of service. In November of 2017 I contacted Frontier again through their online chat. Chat started at 11:05 am and ended at 1:49 pm. It was a very frustrating conversation I was transferred between departments, i requested a supervisor and did not get one. In fact, through all this conversation, they tried to sell me more services rather than resolve the problem I called about. In the end I was told they were not responsible for MY phone. As I am typing a response to the rep. she hung up on me. I know they can tell when someone is responding/typing. On 11/14/2017 I sent an email to the office of the President of Frontier Communications and as of this date have had no response. I purchased a phone for $54.00 plus tax of $3.98. Needless to say I am VERY disappointed as to the customer service I received on this issue. I feel that without any questions Frontier should have reimbursed me 1 more week for no service and also for the phone I had to replace due to their technician taking the phone receiver.
I switched from Hughesnet to Frontier February 2017 because the cost was half the price and it was unlimited use. My cost has not changed since the beginning.
I called due to slowing internet and was told that there ARE high peak times and that I may see a slowing of my services followed by an apology. I accepted this. I later called about the slow service due to the inability to stream video, even though I was told this wouldn't be an issue when I started my service with them. The gentleman I spoke with said that the scan he did remotely showed I shouldn't be having this problem. He suggested physically connecting my router to the receiver I was using to stream video because I wouldn't be wi-fi'ing my internet. (Paraphrasing) So I went out and purchased a Cat-5 Ethernet cord and connected my receiver. Still had problems. I called again. This time they sent someone with a new router that had 2 connections for us. simple broadband and 5G. Was explained to me (by the guy who came to install) that the 5G has faster waves, but lower distance and that it would be available for only half my house.
I still have troubles streaming video, but at this time... I feel it's more due to the level of infrastructure all companies are using versus just 1 company.
I called several times about my phone not working and internet not working. My phone would start ringing but not the usual tones. When I'd pick it up it would be a irritating buzzing noise that just kept on going. It would do it during the day and in the middle of the night. Several times they came out and looked at it and it would be working fine at that time. I would have to shut it off so I could sleep. I ended up just leaving it off. I gave up and canceled my phone service. They blame the internet issues on heavy business volume. That also didn't matter what time or day it would just lose connection. Prices went up and service went down.
I wouldn’t know if they complied with the commissions service standards, don’t know what they are, but for over 30 yrs. of having to deal with their service I can say they serve us as a costumer of Frontier horribly! I will relate a instant where after multiple calls and putting in multiple order numbers finally a guy came out, my son who lives next door just had a problem a few weeks earlier and said he knew what his service guy did so he came over to help watch the repair guy to make sure he actually worked on our internet issues that was slow and stopping altogether! They said it is a problem he could tweak outside by where the wires come into the house. The repair guy said after talking with my son that “Oh I will go out and Tweek the things inside your box” he left and my son raced outside to “Check on the guy to make sure he did what he said he would”. My son caught him coming back with not doing anything and confronted the guy! The repair guy was mad being caught in a lie not doing his job! Other times, yes we would get the same answer like “Sorry you are at the end of the line so you won’t get the same internet that others get! Another good one is “Oh, we accidentally turned off the switch at the main box! It would work for just a couple days then we were back to slow or nothing at all! We can’t trust Customer service they lie about prices and what is available in our areas and other things and we can’t trust most of the repair men. Granted not All the repair men have been bad but when a person has been repeatedly abused you have a hard time letting your guard down.
I have problems with my internet. we have to reset it 4 to 5 times a day. Frontier just says their is a lot of people using it nothing they can do. We also HAD a landline we had to disconnect it a couple summers ago due to the fact it kept calling 911 and 411 with no phone attached to the line. the police would show up at my door at 3:00 in the morning ( we didnt call no phone attached to the line. ) they would come to my home and accuse the kids of calling while i was at work the kids would have to call me at work and have the police talk to me to explain that we dont know whats going on and frontier doesnt know whats happening either. But we still have to reset internet 4 to 5 times a day its getting old.
Frontier internet is constantly cutting out. I am unable to work within a simple google doc without being told I can’t keep working because my internet needs to re connect. Whenever I have called customer service they are not helpful and usually stick me on hold for long lengths of time. They have yet to solve the issue I am calling about. We are paying for internet and get intermittent service at best.
I’ve had Frontier for probably 25 years as it’s the only thing available in my area. We have dish/phone/internet package. The last time I called Frontier was in December 2016 to complain about our internet service. The rep on the phone opened a ticket to have a tech come out and get me a new modem and upgrade my speed – all for a cost of course. I was at 6 mbs and they were going to move me to 24 mbs. However when the tech got there she told me the rep’s didn’t know what they were talking about and I couldn’t get 24 mbs where I was at. We continue to have problems to this day. I quit calling because all I do is sit on the phone for an endless amount of time and nothing changes. I am always told to reboot the modem and it should work again. I purchased my own range extender to see if it helps – which it does - but the service still cuts out almost daily. The last few days it’s been completely unusable. When the internet does work and we try to stream videos – it often “buffers” or spins or just loses connectivity.
I believe so; the last issue I had with frontier took over three months to work through and I still do not have the speeds I am paying for. I finally just settled because I did not want to spend anymore time. When I first called I went through three tech support agents as well as two supervisor explaining my issue to (over this 3 month period). Many of them never and recorded what was going on. I would call speak to a supervisor and they flat out would say there are no records of previous discussion. They would not return calls. They would lie about what they are doing or what they can do to remedy the situation. This however has no been the first time I have had these issues. I record calls and also take notes which I can provide as evidence. I have dealt with Frontiers poor service between two houses for many many years.
I have been called unkind names; been hung up on multiple time; belittled; called a liar on more than one conversation with Customer Service Reps (CSR) with Frontier Communications. At one time, had the name and direct dial number for a Senior CSR from the "Office of the President" - an office in New York area, I believe, who is in place for escalated issues. Although this woman did provide some answers and assistance; the last issue I had resulted in me leaving 10 to 15 messages requesting a return call - never did get a response. When calling to report issues, it frequently takes 2 weeks to schedule a visit. Technicians in the field friendly and seem knowledgeable (at least the actual Frontier employees - contractors are a different story and have bad-mouthed each other on more than one occasion while in our home), however often issues are something CSRs should be able to fix - Field Techs have voiced this as well. (Example-modem received and 'update' overnight, however the update caused the modem to "loop" and the update would not push thru. We completed multiple reboots - unplugging, plugging back in, disconnecting cables, etc etc etc. FIVE days after issue reported, Field Tech in our home; noted the update and had his contact (CSR?) re-push the update. Modem then rebooted properly. FIVE DAYS for this when a CSR could have pushed the reboot themselves. I have pages and pages and pages of notes from bad customer service issues along with the multitude of service issues. One Field Tech voiced complaints to a neighbor that it cost Frontier $20,000 to fix the line to our home/because of us. First ~ not appropriate to talk expense/cost to customers. 2nd – the 1000+ line has been faulty for years and years, according to the field techs in our area. Field Techs have voiced they themselves have indicated to ‘higher ups’ the line was bad and needing replacing. This was only done after we made a complaint to the City of Burnsville and the Attorney General’s office. In a world where I now call a company when I have a GOOD CS experience, Frontier is by FAR the most abusive, neglectful, WORST experience I’ve had from a performance, service and customer service perspective.
I will be adding comments to additional Topics.
I just wish to add my dissatisfaction with Frontier to the others who have commented. I have experienced all of the situations described in these comments. Frequent outages, slow downloading and uploading. Live stream is impossible.
I have also experienced so many of the already stated complaints. The last several calls I made to them was last year. It went on for approximately 2-3 weeks until I finally told them that I was going to contact the BBB. They always seem to turn everything around onto the client. It is never their fault. The last time they sent someone to our home to check the internet connection, the gentleman comes into our home without any equipment. Not even a phone. He actually had the nerve to ask my husband if he could use his work phone to check the connection. Of course, my husband gave him his phone and I thought what the heck. Then he proceeded to tell us that it is Frontier's hub in Jordan, MN. that is slowing everything down and/or that is why we were not getting any service. Then he stated that it was our package that we have. He did absolutely nothing!! I reported him the same day and gave his name to whom I spoke with on the phone and still nothing was done. It is frustrating I told them on the phone that we chose you for a provider. We pay every month for a service that we do not get yet they expect their money without fulfilling their end of the agreement. If not you would get penalized. Really? What is more crooked than that. In my book that is calling stealing. Yet there is no accountability on their end.
I feel Frontier Communications has very substandard customer service. I have had to make numerous calls to them to try to get the services that I am being charged for. I was offered an upgraded internet service at a small charge and two months later my bill went up about 33 dollars. I called to inquire about this and was told that certain promotions had expired and that there was nothing they could do. I was not informed of these promotions or that once they expired that my bill would in fact increase. I had to spend time calling them and arguing with them to get the new service removed and go back to my old service. They also never informed me that I was on an "auto renew" basis and they renewed my contract with out my knowledge. I asked what the penalty was to get out of the contract and was astonished to hear the amount. I feel that Frontier grossly misrepresented their products and services. The upgraded service was not better and the cost was misrepresented as well.
We moved to Scandia in 2001 and Frontier was and continues to be the only service provider in the area. The last several years our internet has been slow, disconnects several times a day and shuts down periodically. The last shut down lasted from a Saturday to Tuesday. We run a business out of the house and needless to say, it is an issue to not have internet.
I have called REPEATEDLY over the years and the response has been to "switch the channels" which never works. I do the upload and download speed test and it is always dismal. One of the technicians who came out to the house was very nice, apologetic and said there was nothing he could do. We then we continued to talk for 10 minutes about the service and he said that Frontier has all the things needed to install the faster service "sitting in a warehouse", but won't do it because we live out in the country and we are not a priority. Wow, paying $34.99 a month for 17 years has cost just our one household approximately $7,137.96. Seems Frontier is getting the better deal on this.
There are numerous and continuous complaints on Nextdoor Scandia Village about Frontier. Read them for more opinions from people who live in Scandia.
Since Frontier is the ONLY service provider in our neighborhood means that we are at the mercy of a company that provides meager, inconsistent, or nonexistent service. After so many years of complaining, I was thrilled to see them finally being investigated. Thank you!
I live in a rural area and get less than 1 mb download speeds at peak times. Cannot watch videos because of buffering. I was told by customer service that there is only so much transmission and they will throttle more to me, but that didn't help. After several calls, a service tech ran a dedicated line direct to modem and said that is the best that I can expect for speed. He admitted that Frontier was not going to spend any money in northern Minnesota because too remote. He said my only option was to find another carrier. I am on auto pay and they apparently renewed my contract for another two years without my knowledge. They said to cancel service would cost me $450!
I was a Frontier residential (May Township) and commercial (Scandia) customer for more that 15 years. I recently closed all accounts with Frontier due to poor service, overcharging, and being charged for internet speeds and services that Frontier could not and did not deliver. I would regularly have no internet service or very poor internet service. I would regularly check my upload and download speeds, and these were consistently much lower than what Frontier advertised (as minimums) and what Frontier charged me for on a month to month basis. These tests would consistently read less than 10mbs down and less than 0.5mbs up. Ultimately, I could not perform my corporate and personal functions over the internet connection that Frontier was providing (such as basic email, web browsing and research, and uploading and downloading business and personal files (even 20MB or less in size). When I would call Frontier to question the lack of performance and quality of service, I would have to wait days for a service person to look into the line, and then I would have to wait on site for 4 to 6 hours to allow the service contractor to work on the line. I believe Frontier knows that their rural infrastructure and service in this area of May Township and Scandia, MN is lacking and that they are advertising and selling MINIMUM performance standards of service that they cannot meet. I would love to have a class action suit filed against this company to try to recoup some of the wasted money (and time) that I had to spend to try to get internet service in a rural area from what was (up until recently) the only option at my locations.
I live in SW Minnesota and run a hospitality business. We regularly encounter service issues with our internet and I dread calling Frontier for support. I've spent anywhere from 10 minutes on hold to 75 minutes on hold before I am even able to speak with a Frontier representative. After explaining the issues I'm having with my service the rep will keep me on the line for another 30-45 minutes trying to walk me through different steps to fix the issue. Not exaggerating but the majority of the time I have more knowledge on the issue than they do. Many times their customer service reps are rude, or clearly unknowledgable when it comes to trouble shooting their own services. The calls almost always end with scheduling a tech service visit to our site. But when I call in and request a visit for the same issue I've been having, they refuse to schedule an appointment until they spend 45 minutes on the phone with me walking me through the same trouble shooting steps. On the days that a tech service rep does come to our site, their process is the same as well... change the modem, get the service working, and leave. The service will continue with the same problems within 2-3 days and so I have to start the process over again.
I called Frontier because I received a flyer in the mail with a really great promotion price. It was exactly what I was looking for. Only 15 mpbs (I don't need more than that) for around $30.00 a month. I spoke with a sales representative and I simply asked what service was available in my area because I live in Mound, MN and we can't get the really high speeds, which I don't want anyway. He said I could get a different promotion they had going on for the same price at 15 mpbs. I said, great! I scheduled an installation for a Sat. morning - window was 8 a.m. - 12:00 p.m. I had to miss some work because of this but they only give you 4 hour windows. The installation technician was a no call and no show. I called customer service at noon to ask when the technician would be arriving...(after waiting 30 min. on hold, I finally was able to speak to someone) and she spent an hour on the phone with me to try and figure out why no one had shown up. After an hour, she said "Well. we'll have to downgrade you." I asked her what that meant and she said the same thing over again like a robot. I said, so you're saying you can't help me? And she said she could transfer me to someone who could, and I said, another sales person? I don't want to speak to another sales person if they are going to set me up for something that isn't available in my area. Why didn't someone at least call me to tell me they couldn't give me wifi? I wouldn't have wasted my Saturday. I said, ok, fine, and she transferred me - I was on hold again for 30 min. and no one ever answered, so I hung up in frustration. I called back a bit later and was on hold for 30 min. before someone answered and asked to speak with a manager because I didn't want to speak to another sales person and I wanted them to know what happened. I waited on hold for another 30 min. and was disconnected. I called back again and was on hold for another 30 min. before someone answered and asked again to speak with a manager. They kept me waiting again for another 30 min. before disconnecting me yet again. This must be their protocol if you ask for a supervisor or manager - make sure you disconnect them. I called the Tuesday after (they didn't even call me to say, ("Oh, we noticed that you never got your service installed") to ask them to cancel everything and that I didn't feel comfortable being their customer. I had such a horrible experience. The gal I spoke with was nice and apologized but it didn't change the fact that the company totally treated me horribly. I have never received such horrible customer service. I would rather live without wifi then be their customer. We need to get more companies out in Mound - like Century Link - who actually care about their customers.
Several comments: 1) When calling customer service, there is an extremely long wait time. 2) Our land line (still our main phone) went out May 2017. No storm, just a bad line. It took Frontier six days to fix it. 3) There are only a few technicians in all of Aitkin County (which is a large rural area); 4) After they fixed the line, our internet seemed slower than usual. I inquired about it, suggested a newer modem (we rent from them) and they weren't very helpful.
We attended a neighborhood block party last year and, I have to say Frontier was a sore topic for everyone. My husband is in Real Estate, and our kids have had some online courses needed for school....for obvious reasons, we need something reliable, we pay for it to be reliable, and we expect it to be reliable. Their help desk/technicians don't help. If you know how to unplug your router/restart it; then don't waste your time calling, that's all the advice they have. We have never received a discount for lack of service/no service. As a matter of fact, the times we have called, they said that they'll charge us if a technician has to come out. Wonderful.
In March of 2016 my mother moved from one address to another. I spent well over 10 hours on hold with Frontier while we waited to set up an appointment to have a tech come to test her new address to see if she could continue her Frontier services at her new residence. The tech never showed up and I never received any follow up calls from customer services reps that stated they would call me back so I wouldn't have to be on hold. My mom waited three weeks with no phone or internet and they never showed up. When I called to complain I was transferred to some female higher up who offered another appointment. We declined.
I already posted in the other topic regarding the poor quality internet service we get. For this topic, I will focus on the customer service I've received. In short, the customer service is horrible. First, billing. On a few occasions I have called to see if there is a better plan for my household. For example, perhaps I didn't need phone, or I didn't need all the bells & whistles on my phone, and I wanted to see what my options might be. The customer service reps take forever to pick up, and then most of the time, they can't find your file. Five minutes later, they suddenly find it. They do not want to give you options to reduce your bill. They only want to sell you something more. They are quite pushy and will talk over you to continue their sale pitch. When they finally give you costs for what you want, and you want to discuss it with your significant other before making the change, they always say they will note the prices in your file. When you call back to make a change based on what they gave you for price, the new person can NEVER find that info in the file and ALWAYS give a higher price. When I ask for a supervisor and get to the next level, they have no problem finding the note in the file and even giving a better price. First level customer service is horrible. Upper level customer service is better.
For technical support or problems, the customer service reps you call are also horrible. They speak to you like you are a child and don't know what you are doing when you complain about poor or slow internet. They always just say, "well it should be working fine". When I say, "yes, it should be. That is why I am calling. Because it is not. So what can we do?". They simply repeat, "There's no reason for a problem, it should be fine". Like I'm stupid and am just mistaken. I have to argue with them to get them to agree to send a tech out. The service techs that come to your house have all been great. They are polite and respectful and do what they can to take care of the problem. However, I have had more than one of them comment on how bad (or uninformed) the service center people are and apologize for them. I think that says a lot that the technicians acknowledge to customers that their call center people don't know what they are doing.
We lived in Wyoming for over 17 years. We just recently moved out of the area two months ago. We had Frontier for our internet for a majority of the time we lived in Wyoming. We NEVER reached the speeds they promised us. They always had some excuse as to why were weren't getting the max speed that we were paying for. I was completing my BS degree online, while working full time. Needless to say, the only time I had to complete coursework was in the evenings and on the weekends. I would have horrible speeds while trying to complete online coursework and/or tests. I would call to complain only to be told that it was a popular time for most of their customers and that is why the speeds weren't the best. My test days were Sundays, well, you could just about NEVER get online to access any of my coursework due to "too many customers logged on at once" is the "excuse" I'd be given when I called. I couldn't WAIT until we switched!!! Finally about two years ago we switched to Midco and never had the problems we experienced with Frontier. Midco does not provide service to Sunrise, but Frontier does! HA! We decided to save money and time and go with ANY other company. When we cancelled our service they tried telling us that we still owed them $125. I had paid our final bill in full! They continued to send us bills through the mail demanding we pay the $125. Horrible service from a horrible company! I'm so glad to done dealing with them!!
I have had to choice but to have Frontier in our rural area for phone. We no longer have a home phone but continue to use Frontier for internet as it is the most affordable at this time. For the last couple of years, the service has been hit or miss at it's best. It continues to disconnect for no apparent reason all the while Frontier tells me there are no problems being found on line test or outages in our area. The whole town of Cannon Falls is affected so it's not just my household. We have never reached the speeds we were promised and at times I have had to use the hotspot on my phone just so my daughter can do her homework. Every month I have to call because they have added on charges for services I never signed up for. They also have to credit me at times for overcharging me for services I didn't sign up for but they only go back three months. Service isn't only spotty during normal waking hours. I work from home and need the internet for the type of work I do. I've tried numerous times to work between midnight and 4 am, to no avail. The service is still off and on for no reason.
I live in Linwood, MN and have limited internet speed because we are in an older neighborhood and the lines are not capable of faster speeds. I've been told they will not be upgrading. We tried to get Midco service out here but there is not enough interest among current residents. We used to have a land line for phone service but Frontier will not price match Midco or Qwest because they are the only service available where I live so we cancelled it. When we had the phone service, our modem conveniently needed replacing every two years, shortly after our contract expired. We have Frontier for internet only. The thing we notice most now is internet speeds significantly decrease the later in the day it gets, becoming almost kin to dial up speeds late at night. My husband works from home and relies on the internet for communication and reference, and regularly experiences slow speeds at various times during the day. We often randomly lose internet service for up to 30 minutes at a time for no apparent reason. I do not feel Frontier is providing quality service as evidenced by their unwillingness to update older networks for internet service, price match other vendors in the area for same or similar services, and provide internet speeds stated in their service provider agreement.
I had internet service with Frontier. Initially when installed, they laid the new phone line exposed above ground across my property and my neighbors and said that they'd be out in a timely manner to bury the line. 3 years later and 20 plus open tickets to bury the line, nothing. Their only advice was to keep calling - never was I escalated upwards or did anyone take ownership to ensure that it was buried. Needless to say, I cancelled out of sheer frustration.