Let's be clear, Frontier is better than anybody else at delivering Internet in College Station. So two stars instead of one, because I've dealt with The Other Guys.
But the Customer "Service" is still awful, and when / if you have a problem, it's still a Kafka-esque battle against the dragon. Here's my story:
Internet was skidding in and out. Annoying, but tech is tech, so I just reported the problem and an automated system scheduled a technician to come to my house. The problem, I was told, is that my line-to-router modem was power-cycling. Fair enough; the earliest appointment was two days away, but fair's fair, so I confirmed the appointment for this morning.
Almost immediately I got a text: it asked me to reply "Keep" if the appointment was still on. I replied "Keep." I got a confirmation text, and it asked me to reply "Change" if I needed to change the appointment or "Fixed" if the problem had gone away. Neither of those applied, so I did nothing.
I took the day off work to wait for the tech. And this morning got the text, "Your appointment is now cancelled. Thank you for being our customer."
I mean, What the actual? I contacted the customer "support" through the app, and after a maddening round of "That is not an option," I got a person on the Indian Subcontinent who informed me that my appointment was cancelled because I had not answered a text. I'm sorry, WHAT? You cancelled because I did not give an answer to a text that required no answer? Whereupon this person changed the answer to, "We detected your Internet was working so our system cancelled the appointment."
Please note that in the initial round, I had made clear that the problem was "intermittent," meaning that a signal now does not mean a signal in ten minutes. Right now I'm sending this angry Yelp review through my Hotspot.
I demanded to speak to a supervisor. They rescheduled my appointment for tomorrow. I said I needed it today. They said tomorrow was the earliest they could do. "Do you get to take two days off work in a row because you're waiting on a technician?" I asked. The answer was somewhat vague, but amounted to "No, but it's rude of you to ask."
I'm more angry than I can express on Yelp without severe censorship, and furious at Frontier. They've practically got a monopoly on Fiberoptic in my area, so it's pointless to say "I'm going to switch." But I'll be damned if I ever pretend to be happy with customer "service" this bad. read more