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Jeff Taxdahl 6 months ago

From 2/09/18 to 2/12/18 our Internet service with Frontier was out. Completely offline. I know of at least one business in Jordan that could not take credit cards for payments because of this-customers were required to pay in cash.

When contacted, they said the whole 952 area code was out, that they were aware of and working on restoring the outage. This is a common occurrence with Frontier DSL service in rural Scott County. The Internet service is often too slow to use, or just off line completely. The frustration is magnified by the fact that there are all alternative services available in the marketplace. There is no incentive for Frontier to fix the problems or upgrade the service since the customers are beholden to them.

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Graham Adams 6 months ago

We have had Frontier for a little over 2 years and have had nothing but problems. Internet is constantly out for days sometimes weeks at a time. I think it’s popesterous they can charge me $42 a month for 5 mbps service that is inconsistent at best. Because we live outside city limits Frontier is the only internet service available. I’m was so elliated to hear Frontier was under investigation as this company is a complete joke.

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Richard Christenson 6 months ago

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".

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Chris Colucci 6 months ago

We have been with Frontier since 2005 only because the email account is tied to everything. The service has never been without fault. In the evenings when I go to use my internet to stream video (which is the only time I get the chance) I am unable to connect to the internet, when I do it tends to kick me off or buffer in the middle of a show. I don't connect my cell phone to our home wifi because it takes forever to download anything and my emails don't update. I have called many of times where the employee on the other end has no remedies for the inconsistencies in service. I have been told they were updating our area many times which if they have we haven't been able to tell. The employee on the other end tends to agree with how unsatisfied we are. Why are we paying for a service when we are not getting the service that we are paying to be provided.

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Candice Kantor 6 months ago

We have only had Frontier service for about 10 months, but it has been far from quality service. Our service frequently goes through periods where it will cut out at least a few times a day, sometimes so many times that the internet is completely unusable.

Once after the unusable period lasted several days I finally called customer service. They noted that it was cutting out several hundred times per day, but told me it would be several days before a techncian could come to our house. When the technician finally came out, they made an attempt to fix the issue, only to have the service for our entire area completely cut out during their visit. The technician left saying things should be fixed when the area was restored with service. Not true. Instead of calling again, my husband figured out how to fix the service. Their trained technicians provided worse service than someone with just a general computing background. When I was trying to contact customer service, it took me numerous tries to even be connected to a representative, my call kept being dropped.

If we had another reasonable alternative, we would take it. We only pay for a slower speed service from Frontier because I refuse to pay for the faster speed that we would like only to be paying more for service that is still spotty at best.

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Emmalee Benz 6 months ago

I know numerous people in Le Sueur County who would say never use Frontier's services. They overcharge, change their rates as they please, and their internet service is almost non-existant. Being that they are only option for those who do not live within city-limits they have been getting away with it. We were told we'd be able to run 4-6 devices and are only able to run 1 device, with loading every few minutes. We had our internet go out for about a week and a half and they told me is was resetting 1,000+ times in the last 3 days. They only gave about $5 of credit off my bill because only 4-5 days passed from the time I filed the complaint to the time it was fixed, even though they could see that the issue had been ongoing longer than 4-5 days.

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Don Stephens 6 months ago

I live in the country and we have had Frontier for many, many years. When the internet first became available to us we jumped on the opportunity. Big mistake. Our internet service is terrible. We have called numerous times complaining about the service. Every time a technician comes out they tell us the same thing. We are the last ones on the line and naturally we are going to have slow service. But they have no problem charging us the same price as the first person on the line.

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Michael Oveson 6 months ago

My family lives in the Northland and internet service options are very limited out in the country. We were with frontier for maybe 11 months and couldn't do it anymore. To be charged 65 a month and promised 5mbps only to get on average MAYBE 300kbps. That's horribly slow! They replaced our modem numerous times to no avail then as I pressed them I got all the way up to the regional engineer. This guy proceeded to tell me that they have no intention of fixing this issue anytime soon but promised away the end of the tunnel was coming because they got government money so they HAD to do upgrades. A week after my internet went down again for about 4 days, I called up customer service and they sent out a tech about 2 days later. The tech told me they haven't been told of any upgrades happening anytime soon and there wasn't anything they could do about my service being out. I just had to wait they said. This is unacceptable, frontier gets away with this because they KNOW that we people who live outside of city limits do t have a choice and are forced to go with frontiers awful service. My internet the entire time I had them never worked for a full week. It cost my wife a class for her school. The state needs to do something about this because frontier has no intentions too, they just keep promising away for years they will.

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Christopher Krolak 6 months ago

I have been a Frontier Communications customer for about 4.5 years. I live in an area where there isn't a lot of competition for high speed internet. I pay $30 per month for "up to 6 Mbps" service but real world speeds are best case 2 Mbps and fall to 0.3 Mbps during peak times. When I've called about the large discrepancy between advertised speed and actual speed, Frontier has responded that the area I live in is only provisioned for about 2 Mbps speed and an infrastructure upgrade is required. Frontier is unwilling to give any timeline forecast for when such upgrade will be made. In addition, the internet drops out frequently under peak times. I have asked for price concessions since there is no possible way I can get near the advertised speeds at my location, the most they have offered is $5 off their standard $35/mos price.

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Joni Johnson 6 months ago

I pay for high speed. Can't even watch a Netflix movie or my Prime. Internet quits at least 4 times during. Internet service disconnects at least 5 times a day. When I first had their service connected about two years ago, I couldn't stream movies in three different rooms with no problem. After an electrical storm hit my phone line and fried my box, they came to bring me a new one. Service Has been really bad ever since. They have come out numerous times and nothing has happened. When I called to tell them that I will pay whatever for the service I had to begin with, they say that I had never had it. They say it's not available in my area. Then how did I get it before??

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Amy Shattuck 6 months ago

We are in a remote 651 area code and get very slow service, if it is working at all. We used to call Customer Service almost weekly but they never did anything to help us so we haven't called them for the past six months. Initially they offered us a special, one-time credit of $10 for a specific month when we'd been completely without internet for 5 days. We had to have a 1.5 hour long conversation to even get them to cough that up. Another time I called them, I wasn't even able to run the speed test that they suggested because the connection was so poor. Usually when we called Customer Service, they would suggest that we upgrade our account to the business account so my husband would be able to work from home with decent connection. I replied that we don't get what we pay for NOW, so why should we pay more for their lack of service? Typically when they are willing to send a Customer Service rep to our place to check our equipment, the tech rep can't make it for 3-4 days - and then admits to us that the band width in our area is insufficient, but that Frontier probably won't do much about it since we live in a remote area. Streaming anything on Netflix (even on a weekday evening) is a joke. A 42 minute episode of anything takes about 85 minutes to watch due to reloads. I've told them many times that if there were a better option, we would NOT be Frontier customers, but they don't care because they basically have a monopoly in this area. THANK YOU for investigating them! Frontier is such a poor excuse of a company. The only thing that rivals their poor connection speeds is their poor customer service!

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Amy Shattuck 6 months ago

Additionally, we pay for 6 Mbps (DSL) and they tell us that all they REALLY have to give us is 2.2 Mbps. However, what we actually GET is typically 0.2 Mbps. With this math in mind, we should be paying 1/30 of our bill each month!

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Melody Morphew 6 months ago

I have been a customer since 2008. Only reason being is that it is the only landline phone service available in my area. I have nothing but harsh word in regards to their internet service, particularly WiFi connection. In the past year I have upgraded my internet package twice whereas now it is at its max plan of 24 Mbps. Rest assured, I can ALWAYS count on having to reset my router NUMEROUS times in one setting. It does not matter if one person in the household is using WiFi or 4 people, connection still gets lost. I have complained about my router n the possible need for replacement, they do an online check of my router connection and all is good. I have been told that they are currently having problems in our area and are looking to fix this problem but would not give any definite date as to when this would be evaluated which additionally I was told, probably wouldn’t be anytime soon. As far as charges, let’s just say when I went onto this max broadband package, I was charged $15 for new equipment fee but was told no new equipment would be installed. I inquired as to why the charge when there would be no new equipment, and was also told this plan was not a contract, however, upon paying my bill last month, I noticed it appears I am contracted until 2020. luckily for me, I did this all thru the online chat and was able to print off our conversation just in case I was getting a spew of lies. All n all, this 24 Mbps is no better than the 5 I had before hand. The ironic thing, it did seem to be much better for a few days, then it was like it turned to crud again. Also, upon upgrade, my phone service stopped showing caller ID and no longer has the voice mail. I was told the phone package would remain the same. Called to inquire (kept getting disconnected online, naturally), had gone thru a few CSR explaining both problems but have since only gotten my caller ID back on. I still have yet to get voice mail. Due to the inconvenience and headache of it all, I have yet to call yet again about the voice mail. One thing good I can say...the CSRs I have dealt with have all been friendly and I believe have tried their best.

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Chris Capaul 6 months ago

We live in a small town and Frontier and a cable company are the only options for internet. Our internet constantly was crashing, tried customer service but waiting on the phone for a half hour plus is ridiculous. Finally e-mailed the company and received a reply, however over the course of two weeks the person said they were unable to contact me. Left my cell phone number several times never received a call , they claimed they tried. Tried e-mailing back but they were unable to find my account. After a couple weeks of no response from them I gave up. If there was a good option I would drop frontier immediately. Anytime you try to call in for service it is a waste of time. Long hold times, disconnected.

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Melody Morphew 6 months ago

Facebook has 10+ groups on customer complaints...such as Frontier Communication Complaints...Frontier Communication Stinks....Frontier Communications Sucks....Frontier Communications should be sued, etc. One group alone has over 600 members!

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Jennifer Dotzenroth 6 months ago

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.

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Donna Benecke 6 months ago

Donna Benecke at February 18, 2018 at 11:33am CST I totally agree with Jeff. Our service was also out for those days. Two of our neighbors called Frontier and were told they had not heard about this issue. They were also asked for their social security number. When they refused to give it, they were hung up on. We tried calling and the employee refused to give us their employee number. Just some very weird conversations with them. Our average service speed is .25 mgs. which is terrible. we have had this issue for YEARS. If one of us is on the internet and someone else tries to go on, they both stop working. When we call, we are either told that we need new equipment or that's as good as you are going to get. lots of users and old equipment. We are so tired of this.... I wish we could get a new provider that we actually get service from. If there is a product out there that is better, we will jump on it. Frontier is awful.

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Brenda Hibbard 6 months ago

comment...We are definitely not getting the services we are paying for. We pay 275.00 a month and services are down often, responses to services take a week or longer, they do not tell us when maintenance is being done. When we call in they tell us that they are doing maintenance and that service will be down for hours. We are paying for a business line and do not get treated as a business should be treated. Service is very spotty, goes down daily for periods of time. We will be in the middle of something and then service goes out for several minutes at a time, several times a day. They are the only option out in this area.

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Debra Davis 6 months ago

Frontier is the only option that I know of for cannon falls, mn. If we had other choices we would for sure switch. Internet goes out all the time, usually daily.

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Jennie Maine 6 months ago

I have been with Frontier for over 30 years. Our internet is supposed to be high speed and it is not. We are constantly being kicked off, takes forever to load anything, and I get a lot of comments that I am not connected, then I am, then I am not. It goes out a lot of time. When you call for help they laugh and tell you that you only have so many mg- I remind them I am paying for high speed and not getting it- also my service is constantly on - off during the day. They give the same old answer- well that is when it is busy- even though the time seems not to matter. When we were out for days- they said it was because they were upgrading wires. Now it is even more off and on. I have lots of problems with our email account also. When we had a tech guy come out he told us that the new wires go up to the main transfer box-BUT- they will not get the part to connect the wire to the box. He was frustrated and kept apologizing. Then as people retired- we went from 4 repair men to 1! There is no way he can handle all the problems alone. They just do not care and since they are they only ones that we can get around here we are up a creek. I would drop them in a heart beat- the service is sooooo bad. WE are not getting what we paid for, they do not care as they have gotten larger, and since we are a rural area- we have no options and they know it. We need the government to step in and do something with them. We have no options so we have no power. If we have options- everyone would drop them and then they would make changes when it hit them in the pocketbook.

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Tina Osfar 6 months ago

Frontier is the only option there is in Franconia, MN. We are very lucky when the internet works. They will not credit for the time it is down which is quite frequently and this having to reboot the modem multiple times a day is getting very tiring. My employer is having the same issues as I am and frontier refuses to replace equipment. I first started having these issues was a couple of years ago, called and spoke with someone in customer service and all I would get is that they are updating their system. Things should be back to normal soon, I ask how soon or what the ETA would be and I would get an I don't have a specific ETA. Our bill has since gone up $30.00 in the past 6 months and internet service has not gotten any better only worse. About a year and a half ago, we had to have a technician come out to the home to see why there was no phone line, and he ended up having to come into the home to look, in which the only person home was my 17 year old daughter. He said there would not be a bill for this service call, but we were still billed for an hour of his time. Spoke to customer service and they refused to take that off the bill and said if we do not pay it, we would be disconnected.

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Steve Kronmiller 6 months ago

I ditched Frontier as soon as MidCo became available in my neighborhood in Scandia. The field crews are always friendly and very helpful. However the customer service staff never knows anything. They didn't even know when field work was being done in my area.

I cut my internet bill in half by switching to MidCo. I got off slow DSL lines an now have access to 100+ Mbps.

In January of 2017, Frontier promised Scandia to have 60 Mbps for everyone in the 651-433-xxxx exchange by the end of 2018. Now I hear they will be starting work in the NE part of the City in spring. Many residents have been told they will never get off DSL.

The feds gave Frontier a ton of money to bring internet to our unserved ares in northern Washington County. Now we are hearing we may not get it. Who holds these companies accountable?

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J Smieja 6 months ago

I’m not sure if they comply with the standards, but here on the west side of Hennepin county their service quality is much better than Mediacom’s. We constantly had problems with Mediacom service outages, but have had 0 occurrences since switching to Frontier in the fall of 2017. If Frontier is under investigation for quality, then Mediacom should be also. I know a lot of nearby residents who feel stuck with Mediacom as the only high speed Internet provider while just as unhappy with the quality as I was.

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Jennifer Clemmerson 6 months ago

We live in the country, and this is our only option. Speeds are very slow, and calling in leads to big wait time o. the phone for service. Recently ours went out for 5 days, and when i called, i was told i had to call back to receive any kind of credit. I would change services if another was offered in our area.

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Sylvia Svihel 6 months ago

We have been a customer of Frontier's for 41 years as it has been the only land line in our area. Our phone, internet and Dish service are tied into the same package. The prices keep going up. We did upgrade our service for a faster speed but we see zero improvement on the speed...just an even higher bill. I have lost track of how many times we have contacted Frontier on lost service. They usually just say it's the modem and to reboot it and everything will be OK. I reboot the modem, sometimes multiple times a day. One of the last times I called them they told me they were having trouble with our whole area and were looking into a fix. Nothing was fixed. Slow internet speeds or no internet at all, rising prices with nothing to show for it and no choice to change anything if you want to keep your landline.

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Pat Luke 6 months ago

Below is a email written to the Regional Service Director at Charter who said he knew some at Frontier he could forward my email to.

December 27, 2017

Dear Mr. Haggerty, Thank you for your offer to forward my letter to your contact at Frontier Communications. I am hoping for resolution to an ongoing issue. I am afraid of Charters tactics with Triple Play (as I do not want it) though their speeds look attractive. I think customer service at any of these looks less than desirable. Wrote this before Christmas, had such disappointing service I signed with Spectrum/Charter online for installation on December 29. I phoned yesterday with a Question about router compatibility (fifteen minute wait), Representative was very helpful and courteous. I called later in the day with another Question and found out my 6 p.m. appointment would not work because of keeping my phone number. This has to be done before 3 p.m.. I now have an appointment at 8 a.m. on the 4th. I will have to take time off work for this and hope to find resolution. It might be a good item to communicate to those joining online.

I have been a long time Frontier customer using phone and then adding internet service. Back in December 2016 my bill reads that I had Broadband Max which today on Frontiers ad reads as up to 24 mbps for 24.99. In April of 2017 I noticed some internet speed issues (running at 3 mbps) and went online to see what upgrades might be available as my internet usage has increased. I called and spoke to a representative who said my internet plan should give me up to 6 mbps and I could upgrade to Ultra (12 mbps with phone) for 56.43. I was told the service would be adjusted by the next day. The next morning I had no internet service for a week. We called and called each time spending at least an hour on the phone. Once service was restored we had 12 mbps for a day or two before service went 6 mbps or less. This has gone on for several months now with service dropping to 0 mbps while using the computer. Rest the modem or restart it, call customer service and have several service calls answered. I have had the modem replaced, computer settings changed, filters (phone), wiring internally and have been told many stories about old equipment at the exchange for the area. Now Frontier is advertising 115 mbps for what I now pay. Even if the cost is more for additional mbps, why would I want to pay move when my average is not more than 6 mbps and drops often. As my home is becoming more dependent on internet with WIFI I will need to find a more reliable service with service as reliable as other utilities (natural gas, electric, water). I also need to lobby for a minimum mbps service. Is it possible for Frontier to provide a minimum service of internet speed at a reasonable cost? I would like to receive at least 24 mbps to possibly support 4k programming offered through the internet. I am sure I could pay more and more with no guarantee of minimum service. Patrick Luke

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Jay Johnson 6 months ago

I have been a Frontier customer for internet for a long time. The service I pay for is "Up to 6mb" but I'd be lucky to get 1.2mb. They have a monopoly in this part of Mille Lacs County. There are really no other options other than satellite or cellular and those are not really any better speed and certainly not price.

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Cristina Sturm 6 months ago

We've had Frontier since 1198 when we moved to the area; this company is our only choice (no choice). We eventually had to bundle land line with Internet and the price for Internet has been very low/excellent, but for a good reason: It is to shotty, we can only get half the speed that we pay for, we lose service on and off mostly during the day (morning, afternoon) and sometimes in the evening. The speed goes down to a crawl, even worse than what we remember of "dial up" Internet. I'll open a webpage and watch the wheel scroll for a solid 5 minutes sometimes, and eventually get in. The speed yo-yos in the afternoon and evening, and it downright disappears some mornings. We have have restarted modems multiple times to no avail. I run a home business and struggle so much with my work due to these lapses of service...The only reason we stay with Frontier is that we are not willing to pay the outrageous prices the other companies charge. Also, some of the other DSL services can't lease lines from Frontier, so we are stuck with Frontier.

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David Lubben 6 months ago

I have continually had problems with the quality of Frontier service, both as to telephone (which routinely is unavailable) and internet. Download speeds are typically at 3 mps or less, making it impossible to download software updates (for that, I have to go to the Apple Store and sit around while the upgrade downloads). Upload speeds are less than .5 mps which makes uploading photos to certain applications (iCloud, for example) not possible. I have phoned, emailed, written, and posted on the Frontier Communication website frequently to no avail. The Board of the Township in which I live summoned Frontier representatives to meetings to explain why the service is so bad. They came to one meeting, said nothing of value, left, and simply did not come to a follow up meeting. Looking at the Frontier web site, it is obvious the service they provide is not acceptable in many areas. As for a remedy, they need to be replaced with an entity willing to invest in and provide adequate service.

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Paul Anderson 6 months ago

I live in a small town (Marine on St. Croix, MN). There is no cell coverage available, and no other viable alternatives for voice/data communications beyond what Frontier offers. The phone not working can be a matter of life or death, since there is no other way to communicate. If the power ever goes out in the town, the phone service goes away almost immediately. No 911 service, no dial tone, no internet. This has happened frequently. I would estimate the outages of the phone to be on the order of DAYS per year, somewhere in the 98-99% uptime range, when what I am paying for with a POTS line is 99.999% uptime. I expect the phone to be reliable. The Central Office in the town needs a better battery backup and a generator. If the service is out for days, they will drive over a generator and eventually get us basic phone service back. That is not an acceptable response in a town where there is no other way to communicate, particularly in the case of an emergency.

The reliability of the internet services has also been very poor. Over the years, it has been down many times. Also, the true speed delivered has been much less than promised, with upstream network congestion issues, DNS issues, and other frequent problems. My expectation as a consumer is that I get what I pay for. Again, with no other ability to get data service, I am entirely dependent on Frontier for the delivery of service.

Complaints about the service have gone unanswered. There has been no significant improvements made over time, in spite of repeated complaints, and feedback via customer satisfaction surveys and so forth. Something needs to be done.

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CHARLES MIEDEMA 6 months ago

Their service is severely lacking in that we always get disconnected at 1:15 every morning. Also we had talked to them about changing our billing when they offered us "fiber-Optic" to house. I found out about billing with this and figured new lines might make a better signal. after being billed $60 for a tech to come out and all he did was change out our router to a different box. No new lines or anything. I asked him what was involved with switching it over to fiber optic and he looked at me a little dumb founded. There is no fiber optic available, I talked with a new rep and he apologized and switched our account back to our old one.

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Roy Robison 6 months ago

I would like to see the Minnesota Public Utilities Commission fine Frontier Communications until they correct/repair the problems that are causing these complete failures of phone services. Frontier Communications will continue to collect our money and give us poor or sub standard service until are forced by the state to correct these problems. I'm forced to use Frontier Communications for both my business and personal phone company because they are the only option for phone services in my area. Cell phone service is poor to sketchy at best in my area as well.

For at least the last eight years we have experienced and reported numerous complete failure of phone and internet service lasting from minutes to hours to days, not due to weather conditions but caused probably old or failing equipment. If we experience severe weather and loose our power, we will also loose our phone and internet service as well. Last June alone we lost our phone/internet service three different times, about a week apart for hours. When we do loose phone service, it is difficult to report it, we never seem to get any straight answers of what caused the problem and we never know when the phone service will come back on. In my business here, I have lost sales and irritated customers because of the poor phone services. If my elderly mother would have another medical emergency, or if some other type of emergency would occur during one of those complete phone outages, I have to drive two miles to Osceola, WI to call 911. Customers of Frontier Communications in my area do not have reliable phone service and that is a public safety issue that should be addressed immediately. I hope it will not take a death of a person to make Minnesota state agencies to force Frontier Communications to fix these problems.

I'm not a complainer, however I can not no longer tolerate the dangerous position that Frontier Communications have put my business and my loved ones in. I will try to testify at any hearings that are arranged and encourage my friends and neighbors to do the same.

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LINDA DAHLMAN 6 months ago

As I read the former comments, so many of them are exactly what I have experienced. I know I live in a rural area, but that makes it even more important to have access to dependable, fair internet and landline options. I recently was able to obtain another internet provider, so I dropped Frontier. I have called them so many times over the years and spent hours on the phone with them with no resolutions. I paid for 6 mbps of internet and most of the time was getting about .25 which was not enough to stream anything. I even downloaded an app once and it took 8 hours for it to get done. Sometimes I had to try and work from home, but if the router didn't shut down and need to be restarted (which happened many times a day), my VPN would be dropped and I'd have to keep logging back in. It got to the point where I gave up and didn't dare try to actually work on the system. At one time I called to drop the landline so I could reduce my bill, but I noticed they had another service on my bill that I didn't want and asked that it be dropped, too. They dropped the cheap service and said they had to wait until that took place before they could drop the landline. Then they never attempted to drop the landline. Even when I terminated all services with them last November, they told me what date services would be discontinued. When I still had a dial tone and internet service that day I called them again and was told the request had never been saved in the system. I am very happy to be done with this company and all the frustration it caused me over the years. Internet services, in particular, just got to be less and less dependable.

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Roger Wikstrom 6 months ago

We have had Frontier service for 32 years. Beginning about 20 years ago we added internet service, which has always been unreliable. In fact it got so bad that when a new wireless service became available a year ago, we could finally move. We complained many times and had dozens of service calls over the years. At one point, the technician told use we were out in the country, the brass at Frontier did no really care about our service and that if we wanted Good service from Frontier, we should move to town. Also within the last 2 years, service calls have become very slow and have been performed by contractors, not employees, because,as we were told, employees were busy installing a fiber optic system in the cities and are not available to help in the rural areas. Our phone service was recently out, and it took 5 days for a contractor to get service back. Not what we expect.

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Julie Weiers 6 months ago

I have been with Frontier for over 6 years. I have been told many times that I shouldn't have issues with my service that the speed we have can support multiple computers. However, my kids tablets run better off my hot spot on my cell phone than the home wi-fi that I pay $50 a month for. I also have a line that runs through my back yard. It is hanging pretty low. I have asked to have someone come out to fix the line. I was told that unless the service goes out because of that line, they would not come out to fix it. Why do you have to wait for the problem to occur before fixing it. Also, recently I was out of service for 5 days because of something on their end. A technician never came to my house and I got a follow up call that asked if my service was working again. In my opinion, 5 days is a long time to respond to an outage issue. I am frustrated beyond belief with Frontier Communications!

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Kelly Hjort 6 months ago

I hesitate... where to start? Can I just say Dido to what the others have said? We have Lived in the (651 and before that when they changed it from 612 area code) Anoka County area for 39 yrs. in the same house since married. I have so many aggravating things I could say about Frontier Communications. I can’t write them all down but first, I must explain to the PUC that you might be wondering why not change company’s? We can’t or couldn’t for many years Frontier has had the monopoly on service in the rural country side. That’s why we need help....Maybe to allow other company’s to come in. I would Love to have other choices. We are in what they call “a Hole” Cells don’t work very good but that is our choice now for almost a year it’s been since we canceled Frontier and even though it is not great it is better then Frontiers Internet off for days and weeks with tons of phone calls to Customer service and rude and/or no help service techs that come out. At least with the Cell Phone even on a bad day it is no where close to Frontiers poor service. I have been paying for High Speed Broadband Max Internet when they first come out with it years ago and just recently Quote unquote said to me “Ultra & Broadband Max has Never been in our Area!” That was it, Done.....so when I went to cancel them they said after days that they couldn’t cancel us because there were Local freezes on our telephone so canceling couldn’t happen! Our canceling was getting rejected. Frontier told me there was a Local Feature called freeze that was on our phone from 6 other Old Providers! There has never been 6 other providers here in our area. Frontier lies to it’s Costumers they will say anything to a costumer to keep them or prolong the canceling of them! Also when they put in our service they put it in the swamp ditch so it gets water inside and the fix they did after many thousands of calls was to push the wires up added dirt and put a plastic baggy around it! Of course water still will come in and plastic bags and twisters rust and don’t stay wrapped. Every spring or when it rains heavily it floods and then we don’t get internet until the water goes down or the rains stop! For 30 some years can you believe how much headaches we’ve had dealing with Frontier? Please, Please help us! They’ve been here saying we need new modems and phone filters, and always they change settings on our computer. They make me change passwords stuff that has nothing to do with bad internet connections! I paid for a service they said they have years and years then to find out they don’t have it! They stole money from us for non exitstant services! I have saved our bills from 2017 with notes as to what they said and did. I have work order numbers too from before we canceled them. Like that they now told me they only have Broadband Lite in our area a person can’t believe them on anything!

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STEVEN SUSAN LAACK 6 months ago

We have had lots of trouble with the internet and long distance calls and phone calls being dropped. Clean Computer PTS Teach told me they can't clean my computer because of the internet. The internet has to be upgraded keeps dropping and we are paying good money for bad service. I was told by teach. that there isn't anything they can do and they understand. They said to do Code Blue and gave me the number to call and this means HIGH DEMAND 24/7. I called 7/5/2017 and 8/10/2017. They told me it shows that I called and the internet has to be upgraded and sorry that it's not being taken care of. My husband needs the internet for work. Every time the internet drops (many times) what he was doing it starts it all over again. It's such a headache with banking and etc... This has been going on for over two years with the internet. Frontier use to be good when we started with them years back. If something doesn't change we have to go some where else. That means Frontier has to drop the bundle we have with them and they owe us money for bad service. I have had them out to my home many times and I have talked to them many times on the phone. I was finally told the internet needs to be upgrade. To many on the same line so that is why it keeps dropping and they have their hands tied because nothing is being done on their side. The phone bill is never the same each month. We don't know what is going on. Feb 19, 2018

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Danielle Hanson 6 months ago

We have had Frontier as our internet provider for three years. The service has been very poor. Our internet disconnects multiple times a day. Whenever I have called Frontier about these problems I usually get transferred several times and sit on hold for different departments. I get the feeling they are transfers g me and having me sit on hold in the hopes that I will just hang up. Never have they actually resolved the problem or helped to restore my internet. They do not deliver the speeds that they claim. It is very frustrating to have a simple service consistently not work and customer service not care or fix it!

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Brett Strayer 6 months ago

Not much I can add other than ditto to all the other comments! Frontier is not interested in spending capital to upgrade their "Entire" network. their only interested in upgrading sections of their network nationwide that provide the most revenues. Its painfully obvious when the techs on the phone can't explain why we have such slow internet services when compared to Comcast or Satellite services. I've had a technician in my house actually arguing with their home office about switches being turned on when their turned off. Speed is absolutely the limiting factor and when you read about fiber optic lines being placed all over the country and yet, a suburb of the Twin Cities can't seem to get their switching gear junction boxes updated to allow faster download speeds, this is just appalling!! Everyone here has pointed out the simple fact that lack of competition completely stymies the natural order of things. Frontier has no competitors, there is no one else other than cable to switch to (and don't kid yourself - Comcast has problems too). Cost of internet access has no real bearing in terms of market demands. The real issue is that with most consumer priced products, the market sets the price. Well that isn't the case with internet services!!

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Matthew Landrus 6 months ago

As I read all these comments I get a serious Deja Vu feeling. The story seems the same no matter which portion of the state one lives in. The consumer is getting shafted. Maybe they should be required to advertise their "high speed" internet at actual levels experienced in your area, not "up to" a level that typically never gets to be.

We have been with them since we moved into this house over 20 years ago. We started with what was available at the time, dial-up. Enter the uprising of satellite internet. We jumped on that to free up our phone line and gain speed. Then Frontier came along with their DSL service, and the promise of cheaper/faster service, so we switched back. I will say that their dial-up may have been slow, but at least it was reliable. I have three kids, so I expect there is a bit of a slow down at times. That being said, I have also been home alone when the internet is so slow I can't even stream Pandora.

I have lost count as to how many calls to customer service i have made over the years. Their typical procedure is for me to power down the modem, let them on to tweak the modem speed. When that doesn't work they feed me a line to make excuses for the slow speed. My favorite is "there seems to be some heavy traffic on the line in your area". I can only assume the hog barn a mile away is mainstreaming massive amounts of porn. Don't even get me started on their pathetic upload speed.

Unfortunately I do not have a screenshot of a speed test. I have to use a downloaded app for that as the connection is so bad that the speed test on Frontier's own website times out and will not run. The only time they seem overly concerned with their service is when you openly criticize them on Facebook. Then they ask you to PM them to resolve the matter. I got so far once as to actually speak with a conflict resolution representative, but she was as ineffective as the rest.

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I’ve had Frontier for 20+ 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. Beyond frustrated.

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Kelly Kraft 6 months ago

Frontier virtually has a monopoly over our area when it comes to internet service. There is basically no other option (other than satellite which caps your usage).
I work from home all day, every day. We have two routers - one for my work and a personal home router. My work internet is fine - and maybe that's because I'm hard wired in all day. But the wireless, which is what we use for our laptops, tablets, etc. is terrible. It cuts out all of the time. We had Frontier out several times to address the issue. Turns out, their routers are not good enough to send a wifi signal from our basement to our upstairs. We had to purchase a $300 Google Home Wifi to improve our wireless signal throughout the house, which it did - but still only works when the internet works (about 30% of the time it just doesn't work).
We've also noticed a significant drop in the internet quality/speed from about 6:00-10:00 pm. We contacted Frontier to complain and they said that it was common to have slower internet during those high-usage times and there was nothing they could do about it. When we've had technicians come out (and we've had about 4) to "fix" the internet problems they have told us that the company doesn't care much about getting better or improving service for folks. With almost no competition, they can treat their customers like garbage, provide garbage products and services, and get away with it.

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Christine Olson 6 months ago

Wireless service is highly unreliable. I have the Dish/phone/internet package. Have to shut down, restart, reboot, reconnect regularly. Have replaced modem still have to shut off, allow 10-30 seconds for capacitor to dissipate its energy (as per frontier technical support) and reconnect. I have to do this regularly, at least once a week or more to get a connection. The days I try to work from home on a weekday, often I get disconnected. I see servers in my connection list that are not there in the eves or weekends and have suspected a stronger signal maybe booting me offline but I am not tech savvy enough to know the possibilities. It is not uncommon for me to have to pack up go to public library or local café for a reliable connection. I dont have these issues anywhere else. Wont even subscribe to a video service as my trial subscriptions have turned out to be a waste. Cant depend on streaming to work reliably though programs. As far as I know frontier is my only option and currently locked into a plan until 2019. Wouldnt be a problem if the internet was reliable.

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Jody Shimek 6 months ago

My comments are much the same as everyone else’s comments. I am tired of our internet not working while still paying for the low quality service. Speeds need to increase as well as consistency. It would be nice to have other options besides Frontier. Even if a technician comes out, nothing seems to help. My neighbor even had to come over to my house to use my cellular phone hotspot so she could get her work done. It’s ridiculous as I have to use my hotspot as well and I already pay enough for my cell phone. Not happy at all with Frontier!

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Bryce Beckstrom 6 months ago

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.

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Lance Schoenberger 6 months ago

Our internet provider is Frontier Communications. The speed of the internet is very slow and does not equate to what is advertised and we pay for and I call frequent to ask if there is faster plans available and am told that there are no plans to upgrade in the foreseeable future. It is also very inconsistent and not available from time to time. These issues have been prevalent since we moved to the area in 2002 and we have seen no improvements. We have had technicians out multiple times thru the years (sometimes twice a year, sometimes more) and they inform us that there is nothing that they are willing to do to improve service. From 2/09/18 to 2/12/18 our Internet service with Frontier was out. Completely offline. This is not uncommon to have long periods and our service is always interrupted at best. The customer service personnel have vented their frustrations with Frontier as well. I have read all the discussions above and agree with each and everyone's explanations and feedback.

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Megan Anderson 6 months ago

I had the same problem as Jeff Taxdahl, but when I asked for it to be fixed they told me they did not know why it was not working. I chose the online chat version as my way of communication. The customer service rep told me she didn't know why it was working and then proceeded to end the chat, leaving me with no answers and still no working internet. It is VERY hard to get a hold of a customer service rep and when you finally do, it usually has taken about 25 minutes sitting on hold, and if you ever get disconnected they will NEVER call you back even though they ask for a call back number. It is very frustrating because in Jordan there is no other alternative provider to switch to leaving me stuck with a company that does not care about its clients and knows that its clients have no where else to go.

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Sandra Landwehr 6 months ago

Frontier has been our ISP since we moved to our current home 4 years ago. When I found out Frontier was the only large internet service provider in my area (there's a small regional carrier, as well) I honestly had second thoughts about the move. I had heard nothing good about Frontier's service, and they have lived up to their reputation! If I want to browse or shop online, I have learned to do it during the day, when there is less people using the broadband. Even then, pages take an eternity to load. I just did an online speed test at Speakeasy.com at 11 pm. The top speed for downloading was 2.6, uploading .6.

My ISP before moving here was CentryLink. I paid less for better service; I wish I had their service here.

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Kristen Leach 6 months ago

Internet and phone service often down for DAYS at a time. Even when reporting I telecommute full time, it is often a week, more than a week to schedule a Field Tech. When initially setting up service, took weeks for home service to be set up and over 90 days for my dedicated work line to be set up. Outages are a steady and frequent occurrence with Frontier DSL service in this area of Burnsville. We are a heavily wooded area, so I understand the challenges, however Field Techs have indicated themselves they were requesting new line in our area for years and years as they know the lines faulty. Comcast/Xfinity provides full service to a home 200 yards from our home, however do not come to several homes in the area. Comcast and Dakota Electric give different answers re: Public Utility Easement, however – at this time, Frontier if the ONLY service available in our area. Comcast indicates they provide service to “100%” of Burnsville, however when given our address – say “Oh. Not your area.” My point is - there is no incentive for Frontier to do better and provide better service as there are no alternative options for Internet providers. The Internet service is slower than what we pay for, is offline for days at a time and CSRs really do not care about fixing or expediting remediation efforts. The service being down so frequently is highly impactful for daily personal use, but is also highly impactful to me on a professional basis as I am a full-time telecommuter. Luckily, I do have a dedicated work line and this line seems to be in better working order. Seems rather ironic that a huge customer (my employer) has better service than I do – in the same home, using the same lines into the house. I will be adding comments to additional Topics.

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Nikki Rolando 6 months ago

We had Frontier internet for over 3 years and I would have have gladly switched internet providers except for the fact that they are the only ones that serviced in our area. It was the slowest internet ever (think back to the days of dial up internet) and whenever you called to speak to them they blamed it on our area that we live in and state that they know it's a bad area but yet they won't compensate you any in your billing because of this 'known issue'. There is no local office here in our town either so getting a tech to come over may take a few days. The internet was ALWAYS going out for no reason at all and if you called to report it they had no idea why it was out and always assumed it was your modem and not their service. Recently we just moved where I was finally able to pick another internet provider. When I called to cancel my service I told them the day I wanted my service shut off and they never advised or told me that I was going to be billed for an entire month's worth of service even though I was moving and would no longer be needing them. So when that billed arrived and I called to tell them that I had moved recently and had asked them to disconnect my service they claimed that their new billing cycle started right before I had asked them to shut off my service. Should this not have been explained to me when I called in advance about disconnecting with them??? I told them I refused to pay for a service that I was no longer using and for a house I was no longer in. They advised me that their supervisor told me to look over the rules and regulations. I offered to pay up to the day that my service had been disconnected and they still insisted I needed to pay out the entire month's worth. I told them to send me to collections and hung up. Horrible service, horrible customer service, Never again!

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Greg Zauner 6 months ago

I have had multiple problems with our phone since we built in Scandia in 1991. When Frontier took over the area, nothing improved. Our phone was out multiple times last summer. Once it was out for 5 days. The repairman finally come out. He concluded the problem was at the office.

Our internet is barely better than when we used dial up. We always have slow speeds and frequent dropped service. We were supposed to have gone from 1 meg to 6 meg last summer. I never noticed a difference in speed.

I called the Frontier tech service to see when we are getting faster speeds and was told I already have 6 meg. I did a speed test and got just over 2 meg. I was told by their tech guy I only get a packet of just over 2 meg. I could buy a faster speed for more money. I told him I'm not getting the speed I'm paying for now. Why should I believe I'll get faster speed for more money if you can't give me what I'm paying for now. He wanted to sell me 18 meg and their inferior protection plan for $89 a month. I see advertisements from competitors for 100 meg for $20. I pay $20 for a potential of 2 meg. We are being taken advantage of out here, because we really have no other options.

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Junkinternet1 Thibault 6 months ago

We live in Northern Mn and have nothing but problems with Frontier Internet. We have had them for 8 years and have nothing but issues. Internt is always going in and out. We have called so many times and yet nothing gets done. Excuses after excuses of why its out. The latest is there is an overload of people using it so I have to wait until it comes back on. It could be hours. We pay $52.48 a month for internet that doesnt even work half the time. We have asked them to come out here to see what is going on and they refuse to and keep telling us its an overload. My Son came up here last weekend for a family emergency and he works from his computer, thinking that in the middle of the night he shouldn’t have to many issues. The internt was out more than it was on and out for over half hour at a time.

Billing says under charges 6520 HIgh Speed Internet Gateway 6.99 a month on top of our 35.99 monthly fees, add taxes and what not our bill is 52.48 a month.I am being over charged for an internet that barely works. When I called Tech support and again complained about the internet going out most of the time she told me that checked on it and said that she is showing it went out 4 times today like it wasnt a big deal. It was On and off all day long. I had to turn my Alexa off as she comes on randomly all day saying that were not connected to the internt and to refere to the Alexa App. All we want is an internet that will work and run normally and get what we pay for! Its a constant battle with this company to get a straight answer. This is our only alternative in our area.

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Geraldine Mages 6 months ago

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.

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rachael jensen 6 months ago

We have had Frontier Internet for almost three years, in those three years we have had nothing but problems. We purchased the internet package that Frontier claims would allow us to stream Netflix and On Demand movies, while also supporting web browsing on multiple devices. We consistently have internet outages, or the internet is too slow to browse the internet on a laptop, cell phone or playback a movie on Netflix. We have been in contact with the technical support and customer service department several times to address this issue, however, Frontier reports everything is "fine and working correctly on their end". We finally requested a technician to come to our house to see the issues in person ( something Frontier wanted to charge us $90 for, we refused to pay this) When the technician arrived at our house he also agreed the internet was not working correctly. He also commented how our TV in the living room is a short distance and in a clear sight line from the modem, which means we should have a stronger signal strength at the TV than it was showing. He then connected another modem to the TV and stated this would boost the service at the TV allowing us to stream Netflix, On Demand or any other apps on the TV. This is did not solve the issue and we continue to be unable to watch any items requiring internet connectivity on our TV due to the inadequate internet service provided by Frontier. Every interaction with customer service or technical support has been a negative experience and Frontier refuses to accept blame for any of the issues we have been experiencing over the past three years. We have paid a large of amount of money over the past three years for the worse internet service I have ever experience. Luckily, our little town recently received a grant to help provide another option for internet service, as soon as this is available we will be switching. Frontier has been absolutely terrible and nothing but a headache and waste of money for the past three years.

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Jeff Bulfer 6 months ago

We have had Frontier service for Phone and internet for about 12 years. At first the service was pretty good but as you know, 12 years ago there were not as many online capable devices as there are today. I have had quite a few incidents with Frontier about the level of service that they are providing for what I pay for the service. About 5 years ago or so, I had an incident with our service that was so poor that the following description of the situation to many might be unbelievable. I called into technical support about frequent internet outages. My wife uses our internet for her online scheduling and music for her office at home. when I called in a got a technician that was condescending and was not being helpful at all. after having called a couple of times before this call for the same issue, I was already very upset. the technician continued to talk down to me and refused to hand me off to a supervisor when I asked to speak with one. then I could hear them laughing and making jokes in the background while I was waiting for the supervisor. when connected to the what I was led to believe was the supervisor, I got the same treatment and was not offered any resolution. When I go off the phone, I googled Frontier management from my cell phone and found the phone number for the Regional manager. I proceeded to call this gentleman at 9:30 pm at his cell number and proceeded to describe the situation that I was just involved in. He proceeded to tell me that the next day they would have the issue resolved and apologized for interaction that I had been in. To skip ahead a little bit, the issue with our internet is still ongoing and I have requested to have technicians stop at our house and look at the wires and cabling. They proceeded to pacify me with changing out the router a couple of times and the issue continues to pop up. I have submitted so many tickets over the last couple of years that it has become so much of a hassle that I got tired of calling in and getting nowhere. I would have switched to another service provider but there is no alternative in the small community that we live in. We need to have a reliable internet service for my wife's business to be successful. we are switching between Frontier and Verizon Wireless (which cost's money for our data usage. They did not have unlimited plans until lately.) to ensure that we can accomplish daily communications.

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Joe Poll 6 months ago

comment...Where do I begin about Frontier? I/we have nothing good to say about them and their services. We live in rural Minnesota (56312). Frontier is the only phone service provider in our area so we have no choice but to have them. We have been stuck with them since the mid 90's. Our residential phone service is pathetic. Our internet service is pathetic. We have had so many "technical" and "outside equipment" issues over the years I have lost count. The past two years have gotten absolutely ridiculous. Our residential phone service quality is so bad that we have directed friends and family to rely on our cell phones for our primary service. The only reason we keep Frontier is I need the line for fax machine use for my business. Over the years we have repeatedly complained to Frontier about the noise issues on our line. We have complained about dropped calls (on a land line). We have received information many times over the past 2-3 years that family and friends were trying to call us. That on their end of the call it would just ring and ring forever. On our end the phone never rang at all. So then they would call us on our cell phones and let us know they called our house phone. When we complained to Frontier about this their response was that it was due to a switching problem with the cellular equipment, not theirs. So, we even tried to have our relatives follow up with their cell providers on it. They were told it was not a problem on their end. We have even experienced this with our own cell phones when trying to call our land line number. we experienced the same thing, the phone would ring and ring on our cell phone end but not ring at all on the home phone, land line. So, we called Verizon, our cell provider and spoke to them about this. They took it as a complaint. They investigated it from their end, it took 3 days for them to get back to us, which they initially told us it might take that long. They, to our satisfaction investigated it from their end and said they could not find any reason for why it was happening from their end. They didn't believe it was a Verizon problem. They didn't believe it was a cellular issue at all. The only solution Frontier had was to blame someone else. We experience noise issues on the line that were so bad that it interfered with using the FAX machine at times for my business. The noise was so bad that it would interfere with calls with family and friends that it was difficult to hear the conversation. We also experienced fluctuations in the audio volume of calls. During conversations the audio would get so low, quiet that you could not hear what the person on the other end was saying. Then the audio would get louder and dissipate again. Audio quality was so poor that we couldn't even understand our answering maching messages. So many times we made complaints to Frontier about these issues. There were times that they sent out technicians. We have had three different technicians tell us the same thing when they came out to look into it. For the past two years the technicians have changed our line to different "pairs" in the cable to try to fix the problems. They were able to confirm our noise issues and audio issues on the line, but could not provide any explanation for the audio fluctuations. ON several occasions they told us that they found definite shorts in the wires/lines in the cable or at the pedestal locations. Sometimes they would tell us that the problem was at a switching location in the area. In May-June of 2017 the service tech was out with yet another complaint we made about noise issues. He told us that he switched us to the "last available pair in the line/cable". That there are no more pairs of wires that we can be switched to fix our issues. The only fix is for Frontier to bury a new cable and since we are the only customer on this end/leg of the line Frontier won't do that. I have two technicians tell me that Frontier has no plans to do any equipment upgrades or replacements for us for at least 5 years. The technicians tell us that Frontier needs to bury new fiber optic cable to fix things. What they have been telling us the most in the last 2-3 years is that we live on "the end of the line", we are the "last customer on the line" so there is not much they can do any more to fix our issues. After being told this by the techs I called into Frontier about that info. I was only able to speak to a "Supervisor" who told me that she would pass my concerns along "up the chain" in Frontier about it. I should also mention here that the Frontier techs have checked our lines in the house too and that they could NOT find any problems with the wiring, etc. inside our house. Now let me address our internet issues. We have had Frontier internet for about 6-7 years. We were the first rural customer to receive it in our area. At first it worked very well. It was sold to us as "High Speed Internet". It took 3 years for someone to actually tell us what Frontier considered high speed to be for us. The field tech told us that for us high speed is 2.2mbps. In the past 3-4 years we have rarely received that. Unless you want to stay up and use the internet at 2 in the morning when no one else is on it. We have repeatedly made complaints to Frontier about our poor internet service. You could set your watch by when the kids would get out of school and get home and get on the internet. It would be seriously slowed down. Then when adults got home at night from work you would realize another significant slow down. By now you could barely use it to do anything. It would lock up totally and require rebooting it. Which was only a temporary fix or no fix. On weekends and holidays you could not use either because so many people would be on it. This past year and a half was so bad that we would totally loose internet service for days at a time. Sometimes Frontier would say it was an outage in the area. many times they could not explain why and put in a "repair ticket" on it. I would also complain about paying for internet service that I didn't have so Frontier would "credit our bill to varying degrees. Sometimes the credit would show up on our bill, sometimes it wouldn't. Long story short, the field techs told us that there are so many users on the system now that it is overloaded. The current equipment can't handle the amount of use. And again, they told us that Frontier has no plans to do any equipment upgrades in the next 5 years in our remote rural area. I want to say to that each time a tech came out to investigate our internet issues that they did line speed tests and NEVER was our line speed any where near the 2.2mbps it was supposed to be and what we were paying for. Most of the time it was .1 or .2 for speed! In 2017 I filed a FCC complaint about Frontier and our experiences with them. The bottom line is that the problems we experience are apparently equipment, buried cable issues. Frontier corporate was quick to respond to the FCC complaint. But, guess what, NOTHING changed or improved. We still have the same crappy service. In December 2017 we were able to drop Frontier internet and we are trying/experimenting with a satellite internet service provider. When I called Frontier to cancel our internet service it took me 3 nights of phone calls after work each night to get it done. For those 3 nights I spent 3-4 hours each night on the phone trying to get the service cancelled. I spent most of those times on hold waiting for someone to come back on the line with me. At least twice each night when I was put on hold the call was dropped and I would have to call back in and start all over again. 30-40 minute waits of being put on hold is what I experienced. Then, the last night when I thought I was finally done with it the customer service person got it wrong. when she reviewed with me what I wanted she indicated that we were cancelling our internet service and our phone service. I said no, no, no, that is wrong. I want to cancel our internet only, not our land line phone service. So, guess what, she put me on hold for 28 minutes and never came back. So I called back in and yet again started over. When I told that person what had happened she put me on hold and it was 37 minutes before she came back. She indicated that she had to put in an order cancelling the previous order that was wrong. Then do a new order to cancel the internet and keep the land line service. After another 27 minutes on hold she came back and told me that it was in their system correctly. My last call trying to get it cancelled was on Jan. 25th, 2017. The customer service person told me that because of the billing period the service wouldn't actually be cancelled until Feb 9th. I said to her well I want it cancelled now, Jan 25th and why couldn't they issue me a credit for the days up to Feb 9th? She said they couldn't do that. That the service would remain in effect until the end of the billing period which was Feb 9th. I asked her if I would be billed for internet service on the next billing then. She said no, I would not be. well guess, what, I was billed for it on the next bill. I am so sick and tired of Frontier. Like I said in the beginning we are stuck with them because they are the only provider in our area. They are the perfect example of a huge corporate company that couldn't care less about their customers.

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Scott Plooster 6 months ago

Customer service is horrible. They are severely understaffed and outsourced off-shore.

The DSL service itself is absolutely disgraceful. I've been a customer for 20 years! The speed really hasn't changed the whole time and neither has the price-- this is not how technology is supposed to work. The service VERY commonly does not work completely. I have to power cycle the modem several times per day.

If there was another service offered I would GLADLY pay double. Minneapolis is hitting 1Gig service and Jordan, MN can't maintain connection on their 4mbit service. This is repulsive and is harming our business' and families.

For perspective, the average bandwidth in Iraq where there is an active WAR is higher than Frontier can provide Jordan, MN. (3.2 vs 3.7)

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Michael Farrell 6 months ago

I have several complaints in regards to Frontier Communications. In our household we have two lines with Frontier. First and foremost, the reasoning is to separate internet lines for certain user to have better streaming, etc. When I first had Frontier in this household I had a relatively low down stream and up stream connection (paying for up to 6 Mbps). Upon logging into the modem, however, I had noticed that there was plenty of margin left to give for a faster connection. Most DSL companies will at least go down to a Margin (dB) of 9.0. I was sitting around 20+ giving much more space for a higher connection speed. I called technical support several times. Nobody seemed to know what I was going on about. They would send out technicians who would either a) never show up or b) never call me in regards to the issues I would have. I then sent a lengthy e-mail in regards to my issues to the regional managers, etc. I finally got back from someone who actually worked with me on my issues. Speeds were sorted out so I could obtain the max potential (around 5200 Kbps) which is huge compared to the 1800 Kbps I was getting. Things were going great for a long while and then I would have connection issues again. Drop outs randomly throughout the day. I would call technical support and, again, no idea. Got a hold of the regional manager once more who finally worked with me and my issues after sending him detailed ping and packet logs. They finally sent someone to look at the equipment and sure enough, they noticed one of their devices had been failing.

They had no known ETA on when their issues would be solved as they would have to spend at least a couple of thousand on their new hardware. Which, I could tell they didn't want to for our poor little town. It took about a couple of months before the new hardware had arrived and things were fixed. Even so, and after that, I fear they really don't pay attention to their equipment or their lines as to this date we still have issues of random disconnections. No matter how many new modems we keep getting, it is never the issue at hand it appears.

After that regional manager had left, however, another one took over. This one was terrible at that. My connection had issues at one point to where I would send an e-mail to the new manager. He responded after several attempts, and said he would look into it. I had not heard anything back. They mentioned there was "throttling" in the area and that their equipment could not support all the traffic going through. Even though our town is a small town with a population of 300? Very skeptical on that. Considering things were working just fine beforehand. To this date it's been terrible still and I haven't been able to have my speeds adjusted back to what they were. The manager had my speeds lowered down to 3000 Kbps because he was "sure" that was the issue. Nope. Our household is still randomly getting disconnected off and on. The wireless on these modems is lackluster. I have to disable the wifi sometimes in order to use my main computer.

The bad news in all of this is that we have girls here who are house schooled. When the internet goes out, they can't finish their work or their tests that they were in the middle of. What's even worse is if it's the weekend and something happens..? Guess what? Nothing can be done until the next week. No technicians on weekends. You're out of luck. Have work to do? Nope. Not happening. I can't believe that's acceptable, honestly. I heard funding was approved of a million or so to upgrade my area. Will we see that happen? Maybe. Will we see service changes in which are an upgrade to stability or the service they actually provide? Probably not. I have no faith in this company as their employees don't seem to be properly trained and have no idea of what is going on 9 times out of 10.

Something needs to happen and with Dayton's goals of 25 Mb across the country in the coming years, I'm fearful it'll come down to Satellite, which is even worse due to latency issues.

If anyone needs, go to your modem at 192.168.254.254 / user & pass should be default of admin. Click on system monitoring > Advanced status > DSL. There you will see your own line statistics. If margin is over 10.0 then you may possibly have plenty more speed to go for your down stream/up stream but Frontier isn't letting you or trying to limit their users.

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Robert Wavrin 6 months ago

We have been a customer of Frontier since 1997 (not by choice as we live in a one provider area) and originally subscribed to their dial up internet service. When DSL arrived to our home in rural Sibley County we signed up for it. At first it worked as advertised (was ‘speedy’ compared to dial up and didn’t tie our phone up to use). We started a home based business and upgraded to a ‘Business’ service with higher speed. This service was OK at first but quickly degenerated to being almost unusable. We were supposed to be receiving 6 Mbps and frequently only received .3-.4 Mbps. My wife and I both need internet access for continuing education courses. Our service precludes us from being able to complete on line courses. We have to drive to the nearest McDonald’s or library to accomplish this. It is the same for neighbor farmers to upload information on their dairy farm.

I have spent countless hours emailing (when the internet service actually allowed it) and phoning Frontier about the problems. I started by contacting local representatives and progressed up the chain to national representatives. None of them were interested in helping us. When I complained that I was paying for a mid-level plan they basically laughed at me and said that I should be happy if I EVER received a download speed of 2 Mbps and that I was receiving service ‘up to 6 Mbps’. I asked why they even offered any services above basic and they had no answer. Their stock answer always was service was ‘UP TO’ which no service does meet in their eyes. If I go to a gas station and purchase 10 gallons of gas I get 10 gallons, not ‘up to’ 10 gallons. I have since dropped down to their slowest plan (and they raised my cost to match what I was paying for the mid-level plan).

The switching station (or whatever it is called) is so antiquated that now, in 2018, no new customers are being allowed to connect to their service in our area as they say it is maxed out and they want to ‘protect’ the abysmal service they ‘provide’ their current customers. Frontier has no intention of upgrading rural services as their return on investment is not great enough. All their resources will continue to be spent in highly populated areas (where they fail their customers, too!).

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Maria K Manner 6 months ago

We live in an area in rural St. Louis county that has no cell service. Frontier Communications is the only phone provider in this area. The phone is out or full of static about once a month. It is difficult to even contact Frontier to tell them the phone is out. I need to drive about 10 minutes from home to get cell service to report the outage. We pay for 1 mbps and often it is less than .05 during the middle of the day. In the evening it can be even slower. I have contacted Frontier and the service tech that came out told us that the infrastructure is unable to support the growing number of customer Frontier has. This is very frustrating. I worry what it will be like when our daughter starts needing the internet in the future for homework.

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Jason Husveth 6 months ago

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.

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Kelly PylkasBock 6 months ago

Currently Frontier has placed a black wire running through my snow-covered yard, where my 3 children sled and play in the snow - which, I'm told, but don't believe, will be buried this spring. At least not without significant effort, time and probably money on my part. I don’t believe it will be buried because when I moved to Marine on St. Croix with my family Frontier was so inept at scheduling the placement of our phone service, which we needed for basic emergency service since no cell phone coverage was available to us, that I worked through contacting and scheduling different services through various dispatchers (in and out of state). I have documented this and was compensated from Frontier for my time (not cheap with a doctorate). I have two middle school aged children who depend on our internet service provider to complete homework assignments. Clearly, and according to state and federal priorities, broadband service has become an civil utility, nearly a human right given its role in educations, in the same league as electricity and indoor plumbing. I am often told by Frontier technicians and upper management that the DSL wiring in my area is antiquated and will be updated soon but of course there is never a date specified. I have been a Frontier customer since 2015 and have never had more than 7mbps for a sustained (24 hours or less) amount of time. I pay $150/month for 12 mbps, a pathetic speed, given our proximity to major cable providers and a large urban area. This is also an irresponsible charge for an unreliable service (I have called and documented the extended outages to my service and my neighborhood's service).

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Kelly PylkasBock 6 months ago

I would like to add... the technical workers who regularly show up at my house, are technically and interpersonally excellent!

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Aaron Ahlquist 6 months ago

For about 9 months last year I experienced ongoing internet outages. I would call Frontier and be taken through the exact same elementary trouble shooting steps (unplug it, plug it back in, etc.). Sometimes this would solve the problem only to have the same issue later that day or the next. Other times, a tech service representative would come out and change the modem to get the interent working again. Within a day or two of getting the new modem we would experience the same problems again. This cycle repeated itself for around 9 months. I believe the issue may be resolved but time will tell. I have lost all confidence in Frontier and will be switching to a new internet provided soon.

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Michelle Ingram 6 months ago

The house we have lived in for the last 10 years only is able to have Frontier. The service is intermittent at best. We periodically get them to come in and replace the modem & then we would have the same problem after awhile. It is something we live with because we have no other choice. If we could move to another provider we certainly would.

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Bernard Welmers 6 months ago

I have been a customer of Frontier for almost 5 years. Frontier is one of the few internet providers for my house (only fixed line internet provider, there is one wireless internet provider and one satellite provider). I have called 10 providers that have service "near" my house but none of them are looking to provide service into my area. As a result I am locked into their service.

The service I have purchased from Frontier is 6 Mbps download speeds (this is the only offering they have for my area). Over the past 5 years I have service that was near that speed for ONE year (the first year). Since then I have made MANY calls to Frontier complaining that my service was LESS then 1 Mbps and many times it was less then 0.3 Mbps. Finally in the last year they have "improved" their service so we can normally get 1 - 2 Mbps of service. This is still WAY slower than their advertised speeds. When I last called to complain they said I was "in an area of high demand" like this excused their poor service. They said that there was a possibility they would be upgrading their equipment in the next year or two but they had no concrete timeline for the equipment to be improved (there was no funding in place for the upgrade and the request for funding would not be submitted for some months).

I live within 100 feet of the local exchange box. As a result every time the technicians come out to look at my lines they can't find anything wrong with my equipment. As a result the issue with the service for the area is due to Frontier not sizing their equipment to meet the demand on their systems.

I work in the IT field. As a result I am expected to be able to do some work remotely. The reliability and speed of the Frontier network makes it hard for me to work remotely. As a result I have had to use my cell phone data to be able to get some critical work done, while paying for Frontier service.

I find it very frustrating that Frontier is able to offer service on their website for MUCH higher speeds while having NO plans to increase the speeds of the service in other areas they cover. I asked about their likelihood to expand fiber to the premises (there is frontier fiber 0.8 miles from my house) and was told NO they do not have any plans to expand their fiber network because that would cost tens of thousands of dollars and the only way I could get them to do it would be to pay for it all my self.

I am unfortunately locked into Frontier's service because there are only 4 providers in my areas (Frontier, a Fixed wireless provider, and two satellite providers). The fixed wireless provider costs $50 a month for 3 Mbps. Since this is a similar level of service for a greater price I have no incentive to switch services. I did call all the providers (10 or so companies) that have service around my area and none of them are interested or have plans to move into my area (crossing county lines in most cases).

So unfortunately I am stuck with a company that can not provide a service that meets the goals the state and the country have set for internet service for it's residents.

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Kristi Nowak 6 months ago

Frontier has a hold on my location. With no other option for internet, there's not much I can do. When I call to complain about my speed, I'm told that it's the best they can do and my quality might be affected by my neighbors. Unless I'm paying for internet usage of the neighborhood, this is irrelevant. I pay for 6 Mbps. Because of that, I expect to get 6 Mbps. If Frontier can't keep up with the quality of internet that they've claimed they can give and have sold people on, then they should not be offering said product. They're charging for services that they can't provide. I'm tired of it. I pay every month and I get a barely usable service. Stop selling if you can't meet demand.

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adam pybas 6 months ago

frontier has a monopoly in our rural area and I'm tired of it. Over the last 3 months I have had to call customer service with internet issues and the only solution I have received it to unplug my modem and wait 2 min. with that being said our service is barely fast enough to stream netflix on one device and none other can be used with out bogging system down. we have also been sold on the "faster internet service" by a customer service person and billed for it to be told by a service person that it is impossible to receive that speed where we are. please do something about this issue.

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Erica Tikalsky 6 months ago

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.

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Dave Norden 6 months ago

We live in rural scott county, for five years we have lived with poor or no service for the majority of time. In the last 2 years calls by us have improved the service temporarily. Seems like a lot of money and time wasted. Wherever I travel WiFI or any one else's service are always lightning by comparison.

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C H 6 months ago

We have had Frontier for two long years, as they are the only option. We live just north of the cities. When we ordered our DSL service they sold me the a higher speed then they even offer in my area. They had scheduled the tech to come, but they never showed. When I called they made up some reason for the conflict, this went in three more times. The fifth scheduled appointment the tech showed up and explained he only services this are one day a week. In the two years, their service has been questionable at best. The 4mb I pay for really testes out at 2.5 most days others are slower.

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Stacie Shaw 6 months ago

We have had Frontier for over 15 years. We live in a rural area where Frontier is the ONLY internet available, unless you do satellite. For the the first 8 years, we paid for 6 mpbs download / 1 mpbs upload. We never got that speed. On a good day, we maybe got 2 mpbs, and .1 for upload speed. This was the lowest internet package available, and we were told by multiple service people that the lines and infrastructure were the cause of the low speeds, and there was nothing they could do. Fine. Seven years ago, we built a new home in the same town. They had supposedly updated all the lines coming into town, and we paid for a new line to our house. We kept the 6 mbps plan. Even with the new infrastructure, we never got over 2 mbps. Our internet was slow and spotty, and we essentially only used it to do basic internet stuff... no gaming or movies. Upon receiving advertisements in the mail that Frontier had upgraded the service to our area, I called to ask if I would now be getting my 6 mbps that I was paying for. Their only answer (multiple times) was that I could upgrade to the 12 or 24 mbps service (for an additional cost). It took me over 15 minutes to convince them that I was NOT paying more for more service when I wasn't even getting the speed I was paying for now. Finally, they agreed to send a service man out. To my surprise, I knew the guy... super nice. First thing he does is call into the service place, because he said, "I know what it is...they do this all the time". Apparently there is a setting that someone at the service office has to change to set the download/upload speed allowed on your line. Mine was set at 3 mpbs speed (which they didn't even offer as a plan, so why this was set this way??). Upon the service man's request, they set it to the 6 mbps / 1 mbps I was paying for. It worked well for a while, so I know the infrastructure was capable of giving me that speed. But then service would be spotty, with most days having much slower speeds, especially for upload speed. About every 2 years, I had to call and have a service man come out, and I'd ask him to check that setting. And yep, more than once it needed to be reset. A few months ago, we did upgrade to the 12 mbps plan because we started occasionally streaming movies. So far, when I go onto speed test websites, it seems to be ranging between 8 - 9 mbps... not 12, but better than we used to get. However, we can not be doing something on the internet (like downloading updates on our phone through wifi) while streaming a show. With 12 mbps, or even 8, we should be able to. So the speed and service is still lacking and is not up to the quality I am paying for.

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Kathleen McCann 6 months ago

Re: Docket #18-122

I am writing to file a compliant with the PUC regarding the poor internet service from Frontier Communications. I am a dentist and I live in rural Watertown Township in Carver County, only 40 minutes west of downtown Minneapolis. Frontier Communications is my only option for internet. Despite my close proximity to the city, my internet service is worse than dial-up. I am charged for "DSL High Speed Broadband" on my monthly bill, but my download speeds are only averaging 2.0 Mbps and the upload speeds average 0.28 Mbps. I am not able to stream any video, and as a dentist I am not able to email dental X rays. It took me 47 minutes to upload one small photo to Facebook recently.

In addition to the poor speeds, there are frequent "drops" every day. The technician from Frontier measured an average of 20 service drops per day on my internet line, and one day the service dropped 400 times! Outages of several days are common.

The most recent Frontier internet outage began last Saturday, March 3 and today (March 7) there are at least 27 households in my neighborhood still without internet service. Frontier is telling us it might be another week before we have any service. This is unacceptable, especially since many of these 27 Frontier customers are running their businesses entirely from home. Calls to Frontier, when finally answered after sometimes 40 minutes on hold, are ineffective. The technician told me "Frontier is not putting any more money into their MN and WI markets, and no improvements will be made. They are putting all of their dollars into their east coast markets and just letting MN and WI go."

Kathleen McCann DDS

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Shellie Metzler 5 months ago

In July and August 2016 I spent over 20 hours and many phone calls to order service at my new home in rural MN. Neighbors on both sides of me and all around said they had Frontier; however, Frontier’s records indicated they did not service my home. After several more phone calls I was able to order service, both telephone and internet at 6mbps. I was given a confirmation number, telephone number, email address, and a date and time the service would be activated. On September 6, the activation date, the phone/internet was not activated. I called to inform Frontier and they said they could not activate because there were no lines for the internet. I changed the order to a flat line installation (telephone only), the order confirmed with an activation date of September 14. Again, the service was not activated and I followed up with a phone call to Frontier customer service. I was then told there were no services available. Some neighbors said that I should call and stay on a “waiting list” for a telephone line because there are not enough lines to service the area. I called again on September 28 and was put on a waiting list for a flat line (regular telephone line) and was told it may be 1 to 2 months. When I called back on November 23, because I had not been contacted, I was told my order was cancelled because there were no ports available. I resubmitted the order on November 23. Still not hearing anything I tried again in February 14, 2017. Again, there was no record of my order or being put on a waiting list and was sent to the “Assignments Department”. I was told to call back in 72 hours. All I wanted was a telephone so if I had to call 911 in an emergency I could. Needless to say when I called back on February 17 they had no answer and needed to keep checking. On March 7, I was promised a hook up on March 10. March 10 no service- called and was told there was no service in the area. On March 13 tried for phone service again and was told that when a port opened for internet service it would be added. Again the service was not activated and my order had been deactivated in the Frontier office and they did not notify me. On April 11 I was told Frontier does not have the facilities to provide me with service. However, I came upon the Technical Supervisor’s phone number for the area, called him, and it was confirmed there were cable pairs in the road. However, between April and July/August and several more phone calls, nothing was still done. In July/August I was contacted by a Technical Supervisor who could not believe I still did not have telephone service. The Technical Supervisor told me there are ports available for a telephone and I should call in and schedule installation/activation. Finally in September I had a telephone. Shortly thereafter I had internet (Broadband Ultra-12 mbps) activated. However, I could not hear when on the phone because of the static and party-line. Also, each time the phone rang the internet would go off line. This took many calls and several “service” calls and still the issue continued. I am receiving, if lucky, 1.2 mbps. Last week within two days the internet dropped over 100 times. Dropped service and slow internet speeds are everyday occurrences. I should not be charged for the 12 mbps because I have never had it. I should not be charged for the 6 mbps because I do not get that either. This is very frustrating as I operate a small business and depend on the internet. I believe Frontier is not providing adequate service to this area; they are overcharging customers because the speed of the internet is not much more than dial up. What I do not understand is how companies are allowed to be the only carrier in an area, provide next to no service with next to non-existent infrastructure and allowed to charge top dollar. The techs that come out are all great and are just as frustrated as I am with the existing infrastructure. I believe the customer service representatives do not know what happens in the field and just told me what I wanted to hear so they could reach sales quotas or something of that nature. Frontier is my only affordable option for internet. Thursday March 1 and Friday March 2 that I know of for certain, the internet was down in the local town. Folks could not purchase gas with credit cards. Friends in the area are continually being dropped and have difficulty downloading/uploading. Many people in the area are on a first name basis with Frontier staff because we are consistently having to call in for service. My daughter and son-in-law also have Frontier just outside the metro area. They have the same issues, slow speed and constant drops. Last spring their internet went down and Frontier could not/did not fix it for 10 days. This happened on more than one occasion with another taking 14 days. It seems to be a "company-wide" issue focused on rural/non metro areas.

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Matthew Heaton 5 months ago

I live in rural northwest Pine County. I have been a Frontier customer for over 10 years. I have both a telephone service and internet service with them. Initially, Frontier had good customer service and responded quickly issues.

In the last 5 years, their internet service has become very poor. My download speeds were in the low 2 Mbps though 5+ was expected for my plan. I have never had more than 2.6 Mbps. Internet outages have become more and more frequent (several times a year). The outages last from a few hours to all day. In addition, I have to reset my modem multiple times a week to regain connection.

I always understood I lived in a rural area and did not have access to the high speed internet other areas enjoy. The speed of the internet, though displeasing, was less of an issue than the reliability.

In addition, when I have called customer service, they continually gave me the same excuses why the internet was slow, "There is a high demand on your line" or similar prepared statements. After hearing it from a field repair employee, someone in customer service finally confirmed to me they could not do better. I finally quit calling Frontier for help.

I have since explored other options for internet where I live. Sadly, SCI cable has a fiber optic line within two miles of my house but they do not provide service to this area.

I used to be a Frontier supporter. Now, sadly, I cannot wait for the day I can cancel their internet service.

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Wanda Overline 5 months ago

We have had Frontier services for well over 20 years - this is our only choice as we are outside the city limits. We have had many issues with the services throughout the years. When you call them, they always come back with excuses relating to equipment, weather, usage, etc. No matter what the excuses, it never gets better. I pay for "High Speed Internet" and it is FAR from high speed and continually drops off. On one call, they told me that they could see that our internet dropped 20 times in an hour. When I questioned that, they told me it was our location.
Most recently, our second phone line went down on Sunday(3/04/18) and was down for over 2 days. Our internet service also went down. I called customer service on Tuesday, (3/06/18) evening because our internet was still not working. They told me that they would not be about to send a tech out until 03/14/18. They told me that they had a lot of calls in the area and that was the soonest they would be able to get anyone out to fix it. So now I am without internet for days and when I questioned getting a credit for the "down time", I was told that they did not offer that. If there were other options available to me, I would switch!

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Karen Madrid 5 months ago

I have had an account with Frontier for internet for over 20 years. Since they first offered DSL I have had the same modem. My neighbor enrolled last year and was given the same modem. They dropped frontier after one week. I've been told by other providers that they can't do business in my area because Frontier has a monopoly! They never up date their equipment yet have made me sign up for high speed internet but gave me the same unbelievably slow service. My internet goes out multiple times per day. At night and on the week ends I often can't even get my emails. I can wait up to 2 minutes for a page to load and then be dropped. I have complained and had them out twice in 20 years and was told speed and lack of reliability wasn't going to change as there were no plans to upgrade their systems. I am billed for high speed but receive dial up speed. They no we have no other options so they make no effort to provide decent service. No one can open a business in the area because they can't get usable internet. On technician came out for my phone and when I asked about the internet service he said techs don't want to come to our area because of the problems and everyone is angry. I would like to see frontier have competition other than satellite. I want them to offer the service promised and that they force to to pay for!

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Janice DeMatteo 5 months ago

I've been with Frontier for many years. When I shut down my landline in 2015, Frontier cut off my internet service as well (even though I didn't cancel it). It took them 3 1/2 weeks to get my internet service back on-line. One technician told me they do this so a salesperson can get a commission on a new internet service account. Sure enough, I had to setup a new account and go thru the paces to get my service back online as if I was a totally new customer. It took so long to re-connect because I kept being told that my ticket never got submitted to a technician, but they'd try again.

Wireless service has stopped working on my laptop twice; however, I can go to other people's houses and businesses and my laptop connects just fine using the wireless connection. The first time their technician made me connect my laptop via a wired connection only and told me I'd have to pay for another technician if I wanted the problem resolved. About a year later I got a new laptop with no wire capability and the wireless internet stopped working again. I was on the phone with a technician for an hour with no solution. They finally renamed my internet connection and gave me a new password that gives me a 'weak security' warning, but it's the only way I can connect into the internet so I stick with it. At the end of this help desk call that lasted an hour, the technician said to me, "Oh, I see here we're making upgrades in your area and you will have intermittent outages and slow response times." I asked when that work would be completed and the technician said, "They never tell us that information so I have no idea."

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Karmin Stanley 5 months ago

Regarding our internet service with Frontier... there is one thing we can count on daily - NO SERVICE. Our service is dropped daily, multiple times per day. When the service IS available it is SO SLOW it is nearly impossible to navigate the web. We don't stream videos or download any content. Simple surfing is extremely PAINFUL and FRUSTRATING. We have tried alternate dish and satellite services to no avail. Given our rural location, we have no alternative to the out-of-date, slow speed, unreliable service of Frontier. If they could get the fiber optics installed and improve their service levels, I would be willing to pay MORE than we do today for a sub-par product.

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Deborah Hagen 5 months ago

We have had Frontier for 15+ years. Every year there is a new issue, outdated equipment, some animal chewed a line, outage, and this past December/January was no exception. I placed 10+ calls to customer service only to be told there was a different issue and no tech available for several days. When the first tech stopped by he changed the modem and our speed. This killed what little internet we had. When the second tech come 1.5 weeks later, and to tell me most techs were on vacation, he gave us a different modem, checked equipment and found issues, and changed our speed back to the level the first tech modified. When I called billing to complain about service, the outage and the issues they could only credit for the days we were out. After an hour of my life on the like with billing our February and March bills have come with no credit. Another phone call to billing, 30 minutes later, I was assured my credit will be applied. Way too much time has been spent on Frontier. Unfortunately we have no options where we live. Time to try a hotspot!

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Tim Reese 5 months ago

I have had Frontier as my service provider for 16 years and have had so many service interruptions or slow downs over the years that I have the customer service phone number memorized. Each time there is an issue, resolution takes far longer than it should. I have tried desperately to change service providers to Mediacom, but have been told directly by Mediacom that Frontier is the only service provider legally allowed to service my residence even though they have a cable at the street less than 100 yards from my home. Frontier's service is the worse of any company I have ever dealt with, but I need internet service and they are the only provider available to me. Please take steps to allow competitive service.

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Ben Barland 5 months ago

I have been a customer since 2009 and always paid my bill on time every month. The service was okay at best when I first got them and I live in the northland so I was okay with average service. I always had a "bundle service" Dish TV, Land line phone and also "high speed internet". My service starting getting very slow about 5 years ago. I can not even begin to express how many hours I have been on hold or on the phone speaking with a so called customer service agent. This is the worst company and customer service I have ever had to deal with. Such a disgrace to even have a company like this providing a so called premium service in Minnesota. Run them out. I have been trying to cancel my service since September 2017 because I could not even load Facebook on my cell on Wi fi. After calling several times and canceling the bills keep coming. I have even tried paying some of them to get them off my back. I don't even know how much money I have over paid since then. So after my non payments have went to collections and I sure my great credit scores have been tarnished I am at a loss and don't know were to turn next. Bills keep coming and I keep calling to refuse payments. Managers after managers and no one has an answer. SOMEONE PLEASE HELP.

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SONIA SCHAEFBAUER 5 months ago

Ever since at least 2011, we have experienced a gradual but noticeable decrease in our wireless internet performance. It used to reach the far end of the house and was strong enough to surf the web, stream video services, play online video games, etc. and rarely dropped. Since then, our signal only reaches partially through our home. We have called Frontier dozens of times and have been walked through how to change our WPN settings, reset the modem, etc. We have had them come to our house to test the modem/router. We have replaced our modem/router. We have installed repeaters throughout the house in hopes that the situation improves.

Currently, the internet drops multiple times a day for brief periods to upwards of 30+ minutes. It becomes increasingly spotty after working hours, making any streaming between 6p-11p challenging to impossible.

We have had Frontier employees (who have come to our house to check the router) tell us that even if they replaced the device, the service would continue to be slow/spotty as the cables simply cannot keep up with the demand as Franklin Township continues to expand.

This has been going on for years. It is absolutely unacceptable for Frontier, our only provider option, to continue to charge us what they do, only to slowly and continuously decrease our service. We have ran internet speed tests and have never come in at the speeds we pay for. I am incredibly glad this has been brought to the states attention as we are, without a doubt, being taken advantage of.

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Nancy Gould 5 months ago

The internet service is absolutely horrible. You would think with all the technology today they could do something about this. It is constantly disconnecting. I pay $45.00 a month for supposedly the highest I can get, but I also pay a Dish Satelite bill and cell phone bill...that is 3 bills a month and all pretty much rely on internet service which rarely works. I cannot Work from home because of this. Even had them up here to check it out and said my computer needed updates installed. The tech tried to update but the internet was so slow and kept disconnecting had to take my computer downtown and have the updates installed there. Now that is really bad that I can’t even install my updates but yet I pay every month? For what? I live in a rural area so I have no other options than Frontier because believe me if I did I would switch. Something needs to be done. We all deserve better service than this. They are getting paid regardless and we get nothing in return. For a multi million/billion dollar company I would think they could do whatever it is they need to to provide atiquit internet service

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Rebecca Sterner 5 months ago

Like others commenting here, we have no other alternative for internet service. Service is terrible. I often cannot pay bills online; partipate in online meetings, download the daily newspaper, etc. because service is so slow. More than 20 years ago we were one of the first to get dsl service and our friends were jealous. Now, I can honestly say that every other service seems better than Frontier. We installed-and pay for-two internet lines to try to improve service. It did not. I cannot believe that I live in the Twin Cities and have such substandard service.

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Jeff pipes 5 months ago

Frontier is not complying with the PUC service requirements. We moved to a home near Dennision Mn and called Frontier and attempted to get a home phone hooked up. After 7 weeks of "working" with them, we finally gave up and had to go get expensive cell phones. We never got a phone hooked up. We made dozens of calls to Frontier, waited for their staff at the home numerous times. Staff either did not ever show up for appointments or where very late in arrival. Still, after numerous attempts, they just could not get the phone to work. The house is 1915 and had had a phone connected for 100 years prior to our purchasing the home! They completely failed in their duty to provide telephone service. We are left with NO PHONE SERVICE. This is a SAFETY concern as we are on a farm in a rural area with poor cell coverage.

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Natalie Stovern 5 months ago

We have had Frontier for years. We are only a few miles out from Prior Lake. There are other good carriers close but they would not come into our neighborhood. We have spent hours with Frontier on the phone, waiting while the tech comes out, running around to libraries and coffee shops to do homework or business work, suffered long outages and random buffering that lasts from a few minutes to hours (even at 3:00 AM). The service tech has told us the cable is run with or through old phone lines plus the equipment at the hubs is out of date. We are further away from the Hub so it’s really bad for us. He said he does not think Frontier will upgrade and that we will never get more than 3-4 down (usually it’s a lot lower) I have years worth of screen shots showing speeds 1-2mb and below. When Frontier comes out to check: they blame the modem and replace it often, blame our smart phones for take up too much of the signal, blame modern houses for having too many devices on the internet. We have bought new routers, turned off everything but one laptop for work, and cycled the modem more than I can count. The issue is not in our home but it’s Frontier’s old phone lines and hubs that have not received needed upgrades since we moved into our development 20 years ago.

The expenses we have incurred involve: purchasing different routers and extenders, having service on computer to make sure that’s not the issue, purchased a Verizon hot spot for back-up, extra data costs on the hot spot and our phones when the internet is down or buffering and cost to hook up Hughesnet satellite as a supplement and back-up to Frontier. We run a business and cannot do banking when there isn’t enough juice; therefore, I have to go to a friends home. Because of this terrible service, I have to go to the library and coffee shops regularly to do our invoicing and routing on our cloud-based program. There have been issues with sending emails and bids to our customers so it affects our business. We also have real concerns that if we try to sell our home, we will run into trouble when a potential buyer finds out Frontier is the only option. Finally, we are attempting to run a business on dial-up speed while being charged for the “fastest speed” they offer in our area. This is a very bad company and should not be allowed to keep ripping off good hard-working people. Thank you.

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Jean McDermand 4 months ago

We have had Frontier phone and internet service for many years, started with dialup internet and switched to DSL as soon as it was available. I cannot count the many times I have spent on the phone with customer service over the slow to nonexistent internet speed. After switching out countless modems, provided by frontier, we finally purchased the most expensive router/modem Best Buy offers, and found it was better than Frontier’s. After many home visits from a frontier technician, the technician finally confessed that we would never be able to achieve speeds of more than 2.5 Mbps, due to our distance from the junction box. I thought that was funny due to the fact that I don’t think I have ever seen a download speed of over 2.0 Mbps and download speeds of .05 Mbps is not uncommon. The Technician also said that our area was to receive an upgrade which would increase our speed, but that was 3 years ago. Sending/receiving emails with attachments are problematic, for you never know if it will send or be received, most times you get an error message or the email is sent/received hours later. We can only use one devise at a time when using the internet, so I have to run around to check all our many devices to make sure they are not logged onto the internet, this is quite unacceptable. Over the years I have had many discussions with friends, neighbors, and co-workers over Frontier’s internet, we all have the same problem, paying for a specific service that is not delivered as advertised. Frontier has been receiving our monthly payments for years and not delivering the promised product, robbery!

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Mark Chatterton 4 months ago

In our area—Mound, MN—Frontier has not provided quality internet service at the speed and price they advertise and enroll their customers into.

Quality: Internet connections drop out regularly, requiring cycling power on the modem to re-establish connection. Frontier technical support tells us this is an "area problem." Frontier technical support and customer service stated to me on at least five occasions that this is a known issue; their equipment cannot handle the volume of network traffic in this area.

Price: Frontier's solution to this problem, offered by their technical & customer service agents on March 19, was to switch us to fiber for faster speed but at an increased cost of $15/month (60% increase from our current monthly charge). I told Frontier technical support this is a bait-and-switch; we are not asking for a service upgrade. We simply want reliable service at the speed and price we enrolled in. Frontier customer service then offered to issue us a credit against the extra $15/month for one year. Beyond that, no promises.

Frontier's "area problem" should not be fixed by reaching into the wallets of its customers. We hold up our end of the bargain by paying our bill in full and on time. Frontier has an obligation to provide reliable service at the speed & price paid for. If it needs to switch some customers to fiber to fix this until the area equipment is improved, that should not be a burden on those switched customers.

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Brett Ripley 4 months ago

Frontier has lost many customers up in Koochiching County, Minnesota! Paul Bunyan Communications has run a broadband line up Hwy.71 linking up many customers in the rural comunities like my town of Big Falls. Unfortunately, I live 3 miles from that line and have been stuck with Frontiers' so-called "High Speed DSL" services, Back in 2008 an awesome service tech. known up here as "Telephone Dean" came out to hook up my services asking me why Frontier offered internet services to me since I was at the end of the line so to speak! Somehow he managed to increase the booster signal to my house and said it was just enough to call it "High Speed" at around 1mbps or 1Gb max. Telephone Dean returned quite a few times to adjust, tweak, or outright replace the booster for my internet and phone service over the years. Sadly, he retired 5 or 6 years ago and I have struggled with the poor internet service eventually, I eliminated my phone service due to poor sound qualities and static in the line. Many of the comments in this discussion are similar to miine and my service requests made to Frontier are very frustrating. One customer service representative back in the fall of 2016 said "Improvements to the DSL lines in my area are in the works and should be complete within a year or so." Nothing has changed in the area and Frontier continues to lose customers up here. There are 18 households in my neighborhood that would be very happy to have internet service but cannot due to Frontier's outdated infrastructure and their unwillingness to invest in upgrades. I write this comment in hope that the PUC takes notice of Frontier's lack of commitment to needs of their rural customer base. One last note for this discussion of Frontiers' "ailing" customer service....Back in the fall of 2016, three weeks of repeated calls I made to customer service, including 2 failed service repairs.. Somehow I finally convinced them my modem was faulty only to be billed $140.83!!! I will be discussing this with Frontiers' customer service since I should not be charged anything for a service tech to drop off a replacement modem on my doorstep leaving me to set the darn thing up....I will keep this discussion posted on how my old billing discrepancy I recently noticed is handled by Frontier's Customer Service!

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Ann Drenth 4 months ago

comment...In 2015 my mother-in-law became a resident of the Park View Manor Nursing home in Ellsworth, MN. From the first day her phone was hooked up there was problems. No calls could be received. After a month and a lot of hassle with Frontier the problem was resolved. The line going into her room was never hooked up. The billing department told me that she would give credit for that month since the line was not useable. Months later she was billed double because she never paid that bill. The billing department said they knew nothing about the credit. After quit a bit of arguing for weeks I ended up paying the bill. From 2015 through 2017 her account was not credited for payment 3 times. The checks were cashed and late fees were added to the account. I kept calling the customer service number and was told they needed a copy of the checks. Small town banks do not have access to the pictures of checks that are ACH deposited by companies. After getting item detail reports from the bank the account was finally credited. This went on for 4 months the last time. This was very stressful and costly with all the faxes that had to be sent. No one at Frontier was looking to see where the payment went. When I told them to cancel her phone the gal from customer service was very rude. She said that the line was needed for internet and I told her my mother-law was 95 years old and didn't need it. Her reply was that it was needed for a life line. She finally agreed to cancel the service after she couldn't think of another reason not to. Very rude employees and very poor service.

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Susan Andersen 4 months ago

We have been Frontier customers in rural Aitkin county for over 20 years. Our phone service has never been a problem but our internet service is terrible almost to the point of nonexistent. We pay $30 monthly for "High Speed Internet Service" and are lucky most days to receive any internet service at all. We were told by customer service at best we are to receive 1.6 mb and that we are only paying for the option to browse the internet at best. When speaking to customer service agents they are never in the state of MN and some have even stated "how can you even handle service that slow". Our service cuts out several times a day and if anyone in the house is attempting to us WiFi there is a drastic slow down in the little service that we already receive. We have had service techs come out and tell us that Frontier has too many people on the equipment that serves our area and there are no plans to upgrade yet they continue to add people. Frontier is unfortunately the only service provider in our area. Basically we are paying monthly for a service that we are not receiving. We have had many service calls and replaced routers only to see our service become slower and slower. We have two kids in our home that require the internet to do homework and they are unable to even begin to use our internet for that purpose. Frontier has extremely long wait times for customer service and never seems to provide a solution. I have had many discussions with neighbors and community members who are just as frustrated with the service or lack there of provided by Frontier . If we had other options available to us I would change providers without hesitation.

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Linda Osiecki 3 months ago

I write this from McDonalds because my Frontier internet is AGAIN down this morning. It was down also last week. I spent an hour on the phone with Frontier trying various things to get it working, only to have them say they had to issue a service ticket. The scheduled service date was 4 days out. By the time that date rolled around, the internet was back working. I've logged many, many tickets with Frontier over the last few years. And this is standard operating procedure. It's very frustrating! Internet service is extremely slow and unreliable.
I work from home so having internet is critical. The equipment in my area, Beaver township - Aitkin County, is old and out of date. The internet speed is so slow when my company's IT dept needs to push an update to me, I have to run into town where the internet is faster. I am also treasurer for Beaver township. When the state auditors office updates the software that is used(CTAS), or I need to submit year end reports, I again have to go someplace with faster internet. The local Frontier tech guys are great, but the equipment is old and out of date. We do not receive even the minimum internet speed!
Please help!!!

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