I'm on ice
- Thread starter Mike
- Start date
Mike
Well-Known Member
I would just like to say if you are using Frontier Communications for anything whatsoever, you have my deepest condolences.
We had Verizon in this area for years, but they sold to Frontier, back in June or July last. Within 3 months, Frontier was on my case, claiming I had canceled payment on a check I had written to them. I called and explained I do not write checks to them, that I use my bank's online bill pay service to pay them. Since I have no way of stopping payment, they had obviously made a mistake. So, their stellar customer service rep took a breath and countered that I hadn't stopped payment at all, that my check had bounced, due to insufficient funds. When I explained the bank will not allow me to process payments I do not have the funds to cover, the idiot told me I had somehow prevented them from being paid and he wasn't going to budge.
To cover their error, I ended up having my bank FAX them a copy of my statement, showing payment had been made, along with a note on their letterhead stating it was impossible for me to stop/cancel payment or to pay without having sufficient funds in my account.
Their mistake, fixed at my expense. With no apology forthcoming.
Last Thursday, 6 January, I decided the $81+ dollars I pay them for a phone line and a lousy 0.7 Mbps DSL line was simply too much money. My only option was to move to a Comcast cable modem and eliminate my home phone line entirely. I do not care for Comcast, but 0.7 Mbps?!? Puhleeze.
I visited Frontier's Web site to see what it was going to take to dump off their services and what do I discover? I can have the same phone service I already had, PLUS call waiting, PLUS voice mail, PLUS three-way calling, PLUS a 7 Mbps DSL connection for only $64.99, rather than the exorbitant $81 I had been paying.
So, I called, explained I wanted my service changed over to the new service at the cheaper rate and when would that all take place. The young lady assured me the changes would all take place no later than midnight, that very night. When I questioned the faster DSL connection with my old modem, she assured me I would not need any new equipment at all.
Friday, 7 January, I have none of the new services on the phone line and my DSL connection is still plodding along at .7 Mbps. So, I give them a call. Oh, no, there's no way my old modem would work at the new speed (surprise, surprise) and the order for the updated phone services had never actually been submitted. Which means I had wasted a day's time. This young lady informed me she would send out my new modem that same afternoon, at no charge, and that I would need to call her when I received it, so they could move my DSL service over to a newer system that would allow the faster connection. She told me I might have as much as 3-4 hours of downtime, but that would only happen after I called them to let them know the new modem was here.
Yesterday, Monday 10 January, at about 1:00 PM, my DSL service gives up the ghost. I called their tech line to inquire what was happening. Well, they were moving me me over to the new ports, of course. When I pointed out that was not meant to happen until I had the new modem and called to request the change, this young lady had no clue why they got the cart ahead of the horse. But I would not be able to reconnect until the new modem arrived. When I asked her to verify the new modem had been shipped, we discovered it had not. Go figure. So she sets up a modem to be shipped to me, via UPS Next Day Air service, so I can get back to work this morning. She also assures me that once the new modem is installed, I'll have the faster connection.
What she neglected to tell me was that she sent the modem via UPS Next Day Air Saver, which added another 5 hours to my wait.
Last evening, I received a call from one of their techs to let me know everything had been ported over and once my new modem was inline, I was ready to enjoy their 7 Mbps service.
UPS finally arrived this afternoon, and I'm tearing the package open as I race in here. I hook everything up, manage to work my way through their tortured half-Verizon/half-Frontier setup process and, after some 27-28 hours of no service, I was finally back online.
At 0.7 Mbps.
So, yet again, I call their tech line. The young man I spoke with explained my connection speed would not change until Friday 14 January, when the work order was dated for the service changeover. And he wasn't sure, so he checked with another tech who was no more sure than he, but they don't think I will experience any more than another 15-20 minutes of downtime on Friday.
I actually PAY for this kind of customer service, mind you.
If you discover your local phone company is selling to Frontier Communications, just abandon your home and move elsewhere. Anywhere you won't have to put up with that pack of liars. I've talked with five Frontier tech people (thus far) and every single one of them has lied to me, in some manner.
When the young man told me today that he just couldn't be sure how much downtime I will see on Friday, I advised him to call in sick Friday. That way he knows he won't have to deal with me, should they foul something else up. Because my next phone call isn't going to be pleasant.
And to think I was avoiding Comcast because of their shoddy customer service.
We had Verizon in this area for years, but they sold to Frontier, back in June or July last. Within 3 months, Frontier was on my case, claiming I had canceled payment on a check I had written to them. I called and explained I do not write checks to them, that I use my bank's online bill pay service to pay them. Since I have no way of stopping payment, they had obviously made a mistake. So, their stellar customer service rep took a breath and countered that I hadn't stopped payment at all, that my check had bounced, due to insufficient funds. When I explained the bank will not allow me to process payments I do not have the funds to cover, the idiot told me I had somehow prevented them from being paid and he wasn't going to budge.
To cover their error, I ended up having my bank FAX them a copy of my statement, showing payment had been made, along with a note on their letterhead stating it was impossible for me to stop/cancel payment or to pay without having sufficient funds in my account.
Their mistake, fixed at my expense. With no apology forthcoming.
Last Thursday, 6 January, I decided the $81+ dollars I pay them for a phone line and a lousy 0.7 Mbps DSL line was simply too much money. My only option was to move to a Comcast cable modem and eliminate my home phone line entirely. I do not care for Comcast, but 0.7 Mbps?!? Puhleeze.
I visited Frontier's Web site to see what it was going to take to dump off their services and what do I discover? I can have the same phone service I already had, PLUS call waiting, PLUS voice mail, PLUS three-way calling, PLUS a 7 Mbps DSL connection for only $64.99, rather than the exorbitant $81 I had been paying.
So, I called, explained I wanted my service changed over to the new service at the cheaper rate and when would that all take place. The young lady assured me the changes would all take place no later than midnight, that very night. When I questioned the faster DSL connection with my old modem, she assured me I would not need any new equipment at all.
Friday, 7 January, I have none of the new services on the phone line and my DSL connection is still plodding along at .7 Mbps. So, I give them a call. Oh, no, there's no way my old modem would work at the new speed (surprise, surprise) and the order for the updated phone services had never actually been submitted. Which means I had wasted a day's time. This young lady informed me she would send out my new modem that same afternoon, at no charge, and that I would need to call her when I received it, so they could move my DSL service over to a newer system that would allow the faster connection. She told me I might have as much as 3-4 hours of downtime, but that would only happen after I called them to let them know the new modem was here.
Yesterday, Monday 10 January, at about 1:00 PM, my DSL service gives up the ghost. I called their tech line to inquire what was happening. Well, they were moving me me over to the new ports, of course. When I pointed out that was not meant to happen until I had the new modem and called to request the change, this young lady had no clue why they got the cart ahead of the horse. But I would not be able to reconnect until the new modem arrived. When I asked her to verify the new modem had been shipped, we discovered it had not. Go figure. So she sets up a modem to be shipped to me, via UPS Next Day Air service, so I can get back to work this morning. She also assures me that once the new modem is installed, I'll have the faster connection.
What she neglected to tell me was that she sent the modem via UPS Next Day Air Saver, which added another 5 hours to my wait.
Last evening, I received a call from one of their techs to let me know everything had been ported over and once my new modem was inline, I was ready to enjoy their 7 Mbps service.
UPS finally arrived this afternoon, and I'm tearing the package open as I race in here. I hook everything up, manage to work my way through their tortured half-Verizon/half-Frontier setup process and, after some 27-28 hours of no service, I was finally back online.
At 0.7 Mbps.
So, yet again, I call their tech line. The young man I spoke with explained my connection speed would not change until Friday 14 January, when the work order was dated for the service changeover. And he wasn't sure, so he checked with another tech who was no more sure than he, but they don't think I will experience any more than another 15-20 minutes of downtime on Friday.
I actually PAY for this kind of customer service, mind you.
If you discover your local phone company is selling to Frontier Communications, just abandon your home and move elsewhere. Anywhere you won't have to put up with that pack of liars. I've talked with five Frontier tech people (thus far) and every single one of them has lied to me, in some manner.
When the young man told me today that he just couldn't be sure how much downtime I will see on Friday, I advised him to call in sick Friday. That way he knows he won't have to deal with me, should they foul something else up. Because my next phone call isn't going to be pleasant.
And to think I was avoiding Comcast because of their shoddy customer service.
Telman2
Active Member
I've seen stuff like this happen more then once as a 35 year AT&T employee. You have more patience then I do, at the second screw up I would have demanded to speak with a supervisor and continued to escalate my complaint every time another screw up happened. I'll bet you could have a supervisor hand deliver the modem to you and waited at your house until a tech got your service upgraded if you continued to pushed their button.
We have Comcast and believe me it is no better. The right hand does not know what the left is doing. Things change such as call waiting. we had call waiting on the shop line, but instead of ringing in. It told the caller the number had been disconnected. Just great! Only took them 2 weeks to get that fixed. Then the fax line would go to their answering machine, and who in the hell can figure that out, and no fax. Only took 2 weeks to get that fixed. About the same run around as you are getting. These are great communication companys. Don't ya just love it.
Mike
Well-Known Member
Customer service is a thing of the past, it would seem. When I am fortunate enough to receive excellent customer service, I make it a point to take the time to offer my thanks. It's easy to remember to rag someone off when they do wrong, so i always try to remember to thank those who do right.
One of the techs at Frontier whispered in my ear that I need to call their billing department, as they will likely extend me a generous credit. Which is all well and good, but if they would just provide me the service they've promised, there would be no need for a credit. I don't mind paying a fair price for good service. I don't take well to people who lie to me, however.
One of the techs at Frontier whispered in my ear that I need to call their billing department, as they will likely extend me a generous credit. Which is all well and good, but if they would just provide me the service they've promised, there would be no need for a credit. I don't mind paying a fair price for good service. I don't take well to people who lie to me, however.
Gerry
Well-Known Member
Ah
The USA has caught the British virus of hopeless customer service. My present provider took just over 5 weeks to connect me. It also takes around 20 minutes to get through to a 'customer service' (and I say that in the looses possible terms') person who just trys to placate you so you will go away. Aint technology beautiful
Gerry
The USA has caught the British virus of hopeless customer service. My present provider took just over 5 weeks to connect me. It also takes around 20 minutes to get through to a 'customer service' (and I say that in the looses possible terms') person who just trys to placate you so you will go away. Aint technology beautiful
Gerry
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