Frontier

Ordered internet service and was sent a router. Company was not able to hook it up because of lack of port connections. Was told they were working on connecting it. Been almost two months and no response yet.

Frontier is literally incapable of serving its customers! We have had slow internet connectivity on certain devices, mostly lap top and Wii, and occasionally on the iPad for several months now. I blamed my lap top and Netflix at first. I'm getting a new laptop for work and talked to Netflix several times to try to fix the problem. Netflix did everything they could to help us and suggested that if it still didn't work, to check out our internet service. I called Frontier and talked to a technician. He was very helpful and friendly. He did several checks for our connectivity, history of power outages, speed of service for our demands, etc. and found that all was in order. Then he checked the broadband availability in our area. He told me that Frontier's server was overloaded and especially during peak hours, the internet would be very slow or we'd get kicked off because there isn't enough broadband to serve the general demand. He said Frontier is aware of the problem and is adding a server, but has no timeline for when connectivity will be up to full service. I told him I wasn't mad at him personally, and asked if that isn't paying for something I'm not getting. I was mad at the company for not letting their customers know about the problem, but letting us continue to pay for a service they can't provide! The tech tentatively agreed and sent me to a customer service rep. to see if I could get a credit. The customer service rep. didn't understand what I was telling her until after about 10 minutes of explaining in a variety of ways. She kept telling me that I could buy a more expensive service package to increase my connectivity speed and capabilities. I explained that that wasn't the problem--I had been paying for a package that should be meeting all my needs, but no matter what package I had the service provided by Frontier was insufficient to meet even that basic demand. Finally, after she understood, she put me on hold for a couple minutes and came back and said they could only credit about one month of internet service ($28). She affirmed they can't predict when the additional server will be ready in this area to increase the broadband availability. She said she can't "pre-credit" my account since they have no idea when the problem will be fixed, but it should be "soon." The assumption was that I'd keep paying my bill and be satisfied with poor or no service. That's when I decided to switch. I'd like to work with a socially responsible and sustainable company, but don't know if there's one in the area.

I have had connectivity problems for more than two years. Two to three times per year, I will lose all connectivity for days. More than once per week, service is sluggish and webpages won't load. Service calls 2 to 3 times per year have not solved the problem, though technicians keep assuring me problem is solved. Frontier representatives are helpful and responsive, but don't seem to communicate with each other. In spite of the fact that I live in town and that all wiring and other hardware is intact and functional, Frontier has been unable to provide me with consistent service.

This service is part of my bundled package with Direct TV. I have used them for about 6 months and the experience has been okay.

My wife is the one who handles the price, but I guess it is okay. So far, the quality of service has been okay. I don’t know if it is their fault or not, but I am having a problem with Netflix and it goes through the internet. They don’t really respond to anything as it is just the internet. They are pretty professional and I would use them again in the future. They are pretty much the only service provider in the area.