- Report: #1356616
Complaint Review: Frontier Communications - Nationwide
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Author Not Confirmed
Why?
Frontier Communications
Nationwide, USA
Phone:
800-921-8101
Web:
www.frontier.com
Categories:
Business Rating:
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Frontier Communications Incompetent Customer Service Norwalk, Connecticut Nationwide
Our family wanted to switch from AT&T U-verse to Frontier Fios. We would be porting our phone number over from U-verse and service installation was scheduled for 2/10/17. Everything was set, or at least we thought. On 2/9/17 we received a call from Frontier saying that our number couldn't be ported, therefore we would need to accept a new number from Frontier. We agreed. Frontier canceled the order for install on 2/10/17 and gave a new install date for 2/11/17. So, when the technician arrived to our house on 2/11/17, he stated that he couldn't install service because the drop line hadn't been installed. A drop line installation appointment was then scheduled for 2/16/17 with a note added that service needed to be installed the same day. I'm thinking that all is well, and this is going to finally be installed, Well, not so fast.
The technician arrives on 2/16/17 to install the drop line, and when he leaves, I call Frontier back to let them know we're ready for the service install. They say it's no problem, we'll be there between 1pm-5pm. That would've been great, except for the fact that nobody shows up. I call Customer Service back and they say they can't make it, they can come tomorrow. I tell them not to bother. If you're thinking of switching to Frontier, you might want to reconsider. If they're giving customers this much trouble before service is installed, I'm scared to think what their service will be like once it's installed. I've read so many negative reviews about this company and, from my experience, I'm inclined to believe them.
1 Updates & Rebuttals
Very Impressed, Issues Resolved
#2Author of original report
Mon, February 20, 2017
This is an update to my original review, posted 2/16/2017. After feeling extremely frustrated at spending so much time and energy trying to find a good provider of home TV, internet and phone service for my family, at a reasonable price, I decided to do a little digging to find out who some of the key people are at Frontier. I wanted to bring this situation to their attention. On the internet I found the contact information for their Senior Vice President and General Manager of Customer Care. I contacted this individual by email and within 30 minutes had a response. She apologized for all the frustration and issues and said she would forward my information to a senior leader so they can address this. She assured me that Frontier appreciates our business and will work hard to build back trust. Within 10 minutes of receiving her email, I received a call from a senior manager within Frontier and this individual quickly worked to turn this around. This individual made sure a technician was dispatched to our residence during a time that was convenient for us, and compensated us for all the trouble we had experienced to date. Additionally, after the install, this individual called to follow up to ensure that our services were working properly. I'm very impressed with how this was handled. We love our FiOS service and want to spread the word that Frontier was very professional with the way they handled our problem.
