Frontier Communications Business Accounts

Frontier Communications does have live agents, but first, you have to work your way through an intricate directory. Interestingly enough, some of the directory has a responsive AI messaging system and other parts don't. I'm not sure why they wouldn't use the same technology for the entire directory, or if they're in the process of updating or something. It's odd, but either way, it's possible to talk to a live agent via this number if you're willing to hang in there and wait. Once you get through the directory there's a callback service, so that's also nice if you aren't the type of person who likes to hang around waiting on hold. 

When you first call Frontier Communications a friendly automated voice thanks you for calling and reminds you that your call could be recorded. Then, the messaging agent asks, "Do you need to pay your bill or need help getting a service fixed? Download the app and manage our account, and make payments." It also suggests that people can go to their website. 

Next, the automated AI system asks, "How Can I Help You?" This part mildly confused me because right after asking that question, a Spanish message played and I wasn't sure if I was supposed to respond. So I spoke into the silence and said, "I have a question." It then asked me specifically, "What is your question?"

This time I told it, "I want to inquire about a new service." It responded that it could get me to a customer consultant who could help me with my request. However, it didn't directly send me to a representative. Instead, it asked if I'd already had service with Frontier or not. I answered no, and it queried whether I was calling about a home or business. 

I answered that it was for my home, and it asked me for a five-digit zip code. Once it got my zipcode, the system told me to wait a minute while it connected me, but I still didn't get directly to a customer agent at that stage. 

Instead, there was a warning message that informed this part of the phone call couldn't accept voice-enabled commands and I should use my keypad. Then, I was told another time to wait while the call was connected. Once again though, I was led to more prompts and not an agent. It explained, if I was a current customer or had a pending order, press 1. If I am purchasing a new service for home use, press 2. For business users, press 3. For all other questions press 4. 

I pressed 2 since I wanted to talk to someone about home service, and then had to enter my five-digit zip code again. Finally, it said I'm transferring your call and gave me an estimated wait time of an hour. The good thing is that it offered a callback service, which I used. About ten minutes later, I got a call back.