MyFrontier

It’s funny how quickly a company can change. A couple months ago I spoke with a person for help adjusting something on my account and they went above and beyond to help me. Now a couple months later I’m having a completely different experience. Misinformation from live chat agents, which it takes a lot of effort to connect with, caused us to temporarily lose service. How does this relate to the app? Well, I paid my bill and the app still said I hadn’t paid and would I like to pay “0.00”? Last week when I updated my payment method on the site it still asked if I wanted to update my payment method. Supposedly the attempt failed though I have no idea why. The site and app are not updating in real time and it makes me nervous. For good reason apparently. This lack of updating my account info led to a 40 minute chat to make sure service was going to be restored. All of this after I was told last week, literally one week ago today, not to worry, that the system would run my double payment this month. Instead, my service was cut. All because the site didn’t take my payment last month for some reason. For no reason. I had plenty of money in my account. It’s too bad because up until now we have enjoyed Frontier and its unique options. I have a feeling a lot of older customers are going to be switching services over this. People like to talk to people.

Your installer, Jeffrey “Messy” Messman, saved my life, figuratively not literally, I woke up this morning to discover I had lost my Internet connection. I called your customer support line and a nice lady, “Erica”, explained that your remote diagnostics indicated that I needed a service call, with the first opportunity being in four days. It’s the holidays and we have visiting (we stream all our TV), and I run my business from home. So you can see I was desperate to re-establish Internet service as soon as possible. Initially I couldn’t find the number for customer support so I called Jeff’s number (which I had on file) and left a voicemail asking for the customer support number. Jeff was kind enough to call back and I explained why I had called him, adding that I had been able to reach customer support and I wouldn’t have service for four days. I expected that to be the end of it but Jeff stayed on the line and patiently walked me through some diagnostics which revealed that I inadvertently turned off the external power to your system INSTEAD of our Hanukkah lights! If it wasn’t for Jeff we would have waited four days for a service rep to point out I’m a nudnik. Thank you Frontier for hiring dedicated people like Jeffrey Messman!

Like other Frontier customers, Frontier was unable to provide me with sufficient Internet service for my household needs. When we first got it, it was sufficient, but then it became slower. When it became slower, our Frontier bill dropped approximately $30 or $40 from what I had previously been paying. After a few months, I contacted Frontier, but it could not offer me more bandwidth “in my area”, and said that if I required greater/faster Internet, I should go with another provider, which I have done. I presume that they oversold in my area, causing the maximum Internet available to me to drop to the insufficient bandwidth I ended up with. Although it is a hassle to change providers, I appreciated their frankness with respect to their limitations. Problems can always arise with a growing technology company—remember Aol’s problems 20-25 years ago when it grew so quickly it had trouble keeping up with consumer demands? Frontier seems to be doing what it can to address its issues, so I am not angry about the situation, as some customers are, plus its customer service is superb, hence the 5-Star rating.