Hello, my name is Ian Carroll, a longtime Frontier Communications customer. I was shop...

GetHuman-iancarr's customer service issue with Frontier Communications from February 2020

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The issue in GetHuman-iancarr's own words
Hello, my name is Ian Carroll, a longtime Frontier Communications customer. I was shopping for a needed product and service (in this instance, broadband internet with at least ** mbps). I had a specific need in that my wife works for our community hospital and routinely works from home and has specific requirements for connectivity. For the previous several years we have had * ISP's, Frontier with a bonded DSL line that did not meet the connectivity requirements and Suddenlink Communications that did. Basically Frontier was a redundant system and was used for browsing and streaming by our children while Suddenlink was dedicated for my wifes work. Last week I learned that Frontier had upgraded the hardware in my local CO to increase broadband speeds, so I reached out to Frontier and was super happy to find that the new service would meet our requirements and that I would be able to receive service that was greater than ** mbps. This was welcoming because my service from Suddenlink was not reliable and the Frontier DSL was more reliable. Furthermore, having the upgraded service from Frontier would allow me to no longer fork out money for redundant ISP's. I contacted a product specialist at Frontier and was sold a product that I was assured would be ** mbps and agreed to schedule the installation and in fact purchased the product. I was super happy and excited for this installation and service, for the reasons described above. Here, I will insert an analogy. In this analogy, I am a customer looking to by a high performance car, something like a Corvette. I done the research, I called a salesman and agreed to a selling price along with a delivery date and happily waited for delivery of my car. To my dismay, the car arrived and it was a Chevette, nothing like what I ordered or agreed to pay for. This analogy is fitting in that it is a parallel for my experience with Frontier. The technician (who was great by the way), showed up on the agreed date and time with my product, but, to my dismay, the product was not what I agreed to purchase, in fact it was a far cry from that. The problem began with the provisioning of the port for my service. He attempted to have the port provisioned for the ** mbps speed as promised but the network was too old and insufficient to provide the agreed on speed and service. This was disconcerning but, he was helpful and I learned that there were other speeds, in lowering increments, that the port could be provisioned for. My only need was at least ** mbps. He was on the phone with a technician in some other location who was actually provisioning the port and they continued to lower the speed in an attempt to gain a connection. It was my understanding that it went from ** mbps to ** mbps, finally gaining connection at ** mbps. After gaining connection the technician assessed the connection within my Arris modem finding that the SN dB was greater than ** on one line and ** on the other. He reported this finding to the other technician on the phone and asked her to provision the port to ** mbps as he was sure that I would also have a connection at that speed and that it would meet the requirement that I sat out to attain, at a minimum. The technician on the other line stated (she was on speakerphone) that there was an available speed of ** mbps but, that speed was only available to business customers and refused to make the exception. The technician at my home was perplexed and couldn't understand why the port couldn't be provisioned for ** mbps in this instance as I was promised and sold a product that was double that speed. He stated that there have been other exceptions that Frontier has made in the past and he couldn't believe that an exception wasn't made in this instance. I was told to reach out to Frontier and inquire about this possibility, so I did, as I was very upset and dismayed as I had already cancelled my other ISP and my wife would be working on this date. Things only got worse from there. I reached out to Frontier Communications technical support who understood the problem but was unable to make the exception as he stated that it would have to go through customer service. It got worse from there. I reached out to customer service and was basically told that they couldn't even get into the system to look at it until the ticket cleared the system and they refused to look any further. I was told to call back later that day or the next day. I then reached out to customer service again that evening and spoke with someone named Shaun who ended up being very rude and unhelpful, stating there was nothing he could do and wouldn't let me describe the entire issue, in detail without interruptions. In short, I have been charged an installation fee and I assume that I will be billed for this fee and an upgraded service that is not what I agreed to purchase and was promised. The service isn't really any different from what I already had installed from Frontier. The speeds are similar to my old service and are insufficient to meet my needs. Customer service was poor at best and refused to make any concessions or exceptions to allow my port to be provisioned for the ** mbps speed that is in fact available, but only for business customers, despite the fact that Frontier is selling faster speeds in my area. I am simply asking for an exception in this instance and that my port be provisioned for the business speed of ** mbps that the technicians are assured is possible. Furthermore, I am currently putting together this information to relay to the Better Business Bureau and I plan on making a formal complaint to the West Virginia Public Service Commission as the public seems to be getting lied to regarding the service that Frontier is providing and for the very poor customer service that is being provided. I am going to hold off on those actions for now as I still maintain hope that this can in fact be resolved. **Further information: My home phone number from Frontier is ***-***-****. My cell phone number is ***-***-**** and my address is *** W. Avis Avenue, Man, WV *****. This should be sufficient information to access my account and I would assume you will find noted created from your staff regarding this transaction and interactions. Also, kudo's to the local technician, Joey Corns. He was fantastic and is a wonderful technician who was very helpful and knowledgeable regarding the local system and the products that are being sold to customers. **I would gladly welcome someone to contact me regarding this issue and to hopefully resolve this issue in a timely manner.**Thank you in advance.**Ian Carroll

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Frontier Communications

Customer service issue
Reported by GetHuman-iancarr
Feb 13th, 2020 - 3 years ago
Not resolved
Seen by 12 customers so far
Similar issue to 871 others
0 customers following this