Since there’s been multiple updates, I’ll throw in some quick links to jump to relevant parts.
First letter
First response
Phone call 1
A light at the end of the tunnel?
To: Rhonda.Lutzke@ftr.com, Karen.Miller@ftr.com
Subject: Please Contact Me
Greetings,
I am contacting you, Rhonda and Karen, as the Senior Vice President, National Region and Manager, Communications, respectively, specifically to outline my current experiences with Frontier Communications. Also, please note this will be published online, while redacting my case number, address, and phone number. My contact information is located at the bottom of the email.
Please understand my position, and why I have taken time away from my family to make sure that I am heard. I’m having an extremely difficult time with overall service, and reliability, with my three-week-and-counting experience briefly described below.
My wife and I are house-sitting for the account holder ([name redacted]) who is currently working overseas. I have permissions and proper credentials to make adjustments to the account if necessary.
I professionally work with many small, medium, and large businesses across the country, tribal governments, and public sector education to provide technology solutions.I am contacting you not as a business, or a corporation, but as an individual with your internet service to my home.
In coming from a fast cable internet service (> 30Mbit), I naturally wanted to see if any other service was in the area, or if the 1Mbit service could be upgraded. After some investigation, and this geography, the only provider of internet (except satellite, or buying a tethering plan for my phone), is you. In calling your account changes department, I was assured I could get the 3Mbit service for only $4 more per month! How excellent, triple the bandwidth! I hurriedly accepted this offer, looking forward to this new service.My happiness, however, was short lived. We experienced extreme lag, outages, poor speeds, and zero resolution.
I have contacted Technical Support (currently on speed-dial) almost every day for the past three weeks. I have had time to memorize your voice prompts, the proper responses, hold music, and once even spoke with the same technician that I had talked to a few calls back. They tried the 3Mbit service, but told me they were at 96% capacity in the CO (I understand this is Wausau, WI?), and couldn’t properly serve us. We had a local tech visit, saying he didn’t see anything locally that would cause issues. Phone tech support has been telling me there’s not much to do, and I seem to get passed over. They could not provide the service the account department sold me, so they had no choice but to drop our service back to 1Mbit. These changes and exchanges had burned up about a week and a half of calling back-and-forth.Now that I have the 1Mbit service again, I’m still receiving horrible, horrible internet service. When it does work, we experience extreme lag, making browsing the simplest of sites often impossible. We get multiple outages per day, rendering web browsing impossible.
Yesterday, October 5, 2011, I demanded to speak with a supervisor, manger, or engineer, who could help me resolve these issues. I finally was forwarded to somebody who assured me they would open a case for an engineer to contact me during the next day (Today, October 6). The gentleman also offered a modem replacement, which he said is on the way. I specifically directed them to call my cell phone, as my wife and I may not be home during the day (we work, too). They had called the house today, approximately 3:00pm, when nobody was home. When calling back (after work, approximately 6:15CST) to report my outage, it was suggested I call back again sometime the next day and ask to speak with an engineer. After finding when they start, I noted I will be calling back approximately 7:00am CST.To make a long-winded story short: I’m having an incredibly difficult time getting the service I’m paying for. I was told, over the phone, the local CO is too overloaded, and they seem to be having a hard time supporting the existing client base. I haven’t been able to get a solid 1Mbit or 3Mbit service, and I have been trying to constantly chase someone, ANYONE, down to help me understand some sort of resolution. Perhaps something another technician has overlooked? Some larger-scale issue? I don’t feel like I should have to chase customer support down for a resolution, and I don’t feel like we have the proper support up here for a resolution.
I don’t have a business class account, so I am under the impression that a residential-class account is not important. If I were to open a business class account, for any reason, I would be extremely hesitant to open one with Frontier or recommend one to any clients, knowing the issues I’m having.
For further reference, the ticket number I was given is: [ticket number redacted].
What is my next step to ensure my issue is being properly resolved? Also, importantly, for anyone else in the area that may be having these issues?Thank you for your time, and I am looking forward to your response.
–
- Anthony Hook[address redacted]
[phone redacted]
