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View Diary: Bundle or Nothing: Big Telecoms ENDING Universal Phone Service (306 comments)

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  •  re: Frontier (8+ / 0-)

    Just after Frontier acquired our service area from Verizon, they decided to switch our neighborhood from an old analog carrier system to digital, and that's when the fun began.

    We rarely had a month where we didn't lose dial-tone for at least 2 or 3 days (we were getting automatic credits for lost service without even requesting them some months).

    It got to the point in January where we couldn't even call in to Frontier for service. Fortunately we had numbers for the local techs, who've been great, because when we'd dial the repair number for Frontier, we'd get the fiber repair department (we're not on their fiber). They'd forward our call to telephone repair, and the call would get dropped after 10 minutes or so on hold.

    The next outage in February, I couldn't get a response from repair at all. WHen I finally made it through the menus, I got stuck on hold for over 45 minutes. I decided to try placing a repair order on line (we have satellite internet). I got to the ended of the sign-up and entry, and it told me to call in my request.

    So I finally wrote a long email to the WA State Utilities and Transportation Commission. Within a few days, I had the service supervisor for our region calling me and giving me his phone number, he assigned a tech to work on our problems until they were fixed, the tech found a bunch of things that needed repair and rebuilding, and our phone service has actually worked for several months now, even with rain and spring runoff (which was a killer in the past).

    I would guess your state has a similar regulatory body, and I'd suggest finding their address or phone number and filing a complaint about quality of service.

    Frontier seems to be a screwed up company in some regards (their own phone systems for one thing), but I have to say their call center people are infinitely better than Verizon's when you can reach them, and the local people are all very good too once they become aware of a problem.

    It's never too late to have a happy childhood - Tom Robbins

    by badger on Mon Apr 16, 2012 at 08:56:24 AM PDT

    [ Parent ]

    •  Most companies do have constant spats (8+ / 0-)

      between customer service and their techs.  My cable TV line once dropped dangerously low over the road.  A passing garbage truck finally snapped it three days after my first report.  When the tech dude finally got here, he said he never heard about it.  Boy, was he pissed.  He said he was going to tell his foreman about the blatant safety hazard and someone was in big trouble.

      We had a wind storm last year that took out power to half the county.   There was no getting through to a live person at company HQ.  I just took my dog and hoofed it through the woods so I could eyeball up and down a couple of access roads, and then told the crews in person where I saw downed lines.  That apparently saved them quite a bit of time.  

      And I've gotten so much guff from everyone's customer service department that I've practically got Wisconsin's consumer complaints department on speed dial.  

      Never meddle in the affairs of cats, for they are subtle and will piss on your computer.--Bruce Graham

      by Ice Blue on Mon Apr 16, 2012 at 09:48:25 AM PDT

      [ Parent ]

    •  Frontier BLOWS (1+ / 0-)
      Recommended by:
      Mannie

      They made  all these promises when expanding into WV and didn't keep them.

      •  Frontier didn't expand (0+ / 0-)

        Verizon DUMPED that outside plant to any sucker who would buy it (Frontier)

        "Stupid is as stupid does" - The republican motto you can believe in as they live it daily!

        by Mannie on Mon Apr 16, 2012 at 03:38:08 PM PDT

        [ Parent ]

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