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Frontier responds to service issues

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frontier communicationsIt has not been a smooth transition from Verizon to Frontier over the past couple of weeks after Frontier closed a $10.54 billion acquisition of Verizon’s  landline telephone, broadband and FiOS services in California, Florida, and Texas.

The acquisition included approximately 3.3 million voice connections, 2.1 million broadband connections, and 1.2 million FiOS video subscribers.

Almost immediately, some Frontier customers complained of service disruptions, missing on-demand movies, and poor customer service. In response to these concerns, Frontier provided this statement to The Cross Timbers Gazette:

“Shortly after the conversion some customers experienced service disruptions, which we quickly worked to resolve. We are also aware that some customers are experiencing issues viewing some of the previously available Video on Demand (VOD) content as well as with registering for a Frontier ID.  

VOD content is now available and we are continuing to add more titles each day, including those movies and TV shows previously purchased by customers.  We are also resolving the outstanding issues some customers are having related to Frontier ID and accessing their account information.

We want to assure our customers that they do not need to be concerned if their bill was due during this transition period because no late fees will be applied to their account for the first month.  

To learn more about Frontier and the conversion from Verizon, customers should visit meetfrontier.com

We are completely committed to each customer’s satisfaction.  Residential customers in need of assistance should call 1-800-921-8101.  Business customers should dial 1-800-921-8102.  Alternatively, customers may also contact Frontier Customer Service via Live Chat by visiting meetfrontier.com.”

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  • Sheri

    I switched to time Warner cable and had internet/cable the same day for half what fios/pioneer is charging. When I switched I got many phone calls from time Warner, actual people confirming my appointment, making sure I was satisfied and confirming again. It was so nice compared to the obviously overseas tech support I was on hold too for hours with pioneer.(pioneer outage map has shown no outages anywhere BTW so this isn’t a problem for them)
    And did I mention service costs half as much?
    Don’t file complaints, just leave.

  • Amy Kyoko Reichenbach

    Leaving paying customers WITHOUT communication service (phone & internet) is UNCONSCIONABLE! My parents are SENIOR citizens, their phone is their LIFELINE & they’ve been WITHOUT service for an ENTIRE week! What happens in an emergency?! My Dad’s business has also SUFFERED without phone service! Certain his business isn’t the only one negatively affected by this. This is a huge FAIL by Verizon & Frontier! Time for action…

    Filed a complaint on my parent’s behalf with the FCC, CA Public Utilities Commission & signed a White House petition to investigate – encourage other’s to do so too.

    https://petitions.whitehouse.gov/petition/investigate-complete-service-failure-frontier-communication-after-taking-over-verizon-catx-and-fl

    https://consumercomplaints.fcc.gov/hc/en-us/requests/new?ticket_form_id=39744

    http://www.cpuc.ca.gov/complaints/

    • Sheri

      How I was treated at my local time Warner store- called by real people from a local call center, immediately serviced in person by a tech, getting internet connection & cable in 24 hours and charging me much less.
      You should switch your parents over to time Warner they are much more personal and local.
      To get a refund from pioneer for no service days you have to call customer service(enjoy the wait time) speak to the obviously in a different country people in the call center, prove you had no service(outage map on website shows no outage in your area BTW) and fill out some forms. You might get a discount on the next bill.
      Switch your parents now before they get taken advantage of totally by this giant company.

  • Peter Vasquez

    I
    already told them they have until the end of the week to get their act
    together or I am leaving. I pay $207.00 dollars a month, $2,484.00 a
    year, and $99,360.00 dollars if I live another 40 years using their
    services. I lost my cable, internet, and phone
    services for 2 days, my on demand and DVR don’t work, none of my mobile
    Apps, like Starz, Encore, HBOGO, MaxGo, Showtime, and Epix don’t work. I
    had trouble signing into my mobile app to check my account, I had
    issues with my email address which is now AOL, that I never use, and I lost all my reward
    points totaling almost 3000 points. My cable is now experiencing some kind of interruption and picture freezes. I am one unsatisfied customer right
    now.

  • Jenne Kopalek

    I’d like to know why I have a message saying content won’t be available until mid-april and it is mid-april. Also, why I am I not getting my service for free since I don’t have the content I like to watch and my internet is slow compared to before.

  • Eric

    Oh good lord, that is the lamest statement ever.

    “VOD content is now available and we are continuing to add more titles each day” – hardly ANY content is available yet.

    “some customers experienced service disruptions” Ummmmmmm….. SOME? Try almost everybody – maybe not outages, but other kinds of disruptions, like content not being available.

    No apology, no admittance that they’re providing unacceptable service, etc. Does not bode well.

    • Sheri

      To get a refund for no service days you have to call customer service(enjoy the wait time) speak to the obviously in a different country people in the call center, prove you had no service(outage map on website shows no outage in your area BTW) and fill out some forms. You might get a discount on the next bill.
      That is when I left.
      I thought there where monopoly laws to keep companies from getting so big anyway, and I really hate their customer service. Compared to how I was treated at my local time Warner store, called by people in the local call center personally & immediately serviced in person by a tech, getting internet connection & cable in 24 hours and charging me much less…pioneer lost me for good.

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