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Frontier Internet A Love Story
posted in Off Topic
1
#1
0 Frags +

So, I'm mainly writing this to vent and it's offtopic so there's that. Otherwise, hopefully it will provide a good laugh at my expense.

When I finished university 9 years ago, I was forced to get off cable and move over to DSL because of where I wound up living. This astoundingly effective internet option provided me with 2.7 mbs download and .7 mbs upload for the low low price of 40$/month with Frontier. There are no other options besides cell-phone carrier hotspots, or satellite. I maintained my youtube channel and playing/casting on that, eventually becoming frustrated with the fact that it could take up to 24+ hours to upload a single 10 minute video that consisted mostly of images which lead to me stopping the upload routine.

My overall strategy here was to call Frontier roughly once every 3 months to ask them if there were any other options for internet in my area. Typically the only time they said yes was if the person on the other end didn't realize where I lived or was misinformed. This goes on for years. Until this last December, they inform me that indeed they had finally done some infrastructure upgrades in my area and could offer me 25/mbs down and 10 mbs up service at a *lower* price than I was paying for DSL. They confirm this is real, I am very excited.

They install the new broadband internet, and it works great for a single day, and then goes out. It would intermittently come back for a few hours at a time, but for the most part would be down for days at a time. I called technical support several times as I noticed my trouble ticket being cancelled without any action being performed, so I'd have to call back in and reaffirm that nothing had been done. So, finally after a two week wait, a tech is supposed to come to my house. They never call me or show up. At the end of this I accrue credit for 2 months of free service.

I call and complain further about my plight, am told there will be a tech out in another week. So, a third week passes with no internet, and then the fateful day comes of.... nothing again. Call and complain again, attempt to report Frontier to the BBB only to be informed by the BBB that they no longer accept complaints relating to the only ISP in my area because they never respond to complaints from the BBB.

Finally, I'm told a tech will be out in two days. He fucks up and calls me from his PERSONAL cell phone to confirm what time he'll be there. Again, I've taken now a third day off work, and he fails to show up when he told me he would, so I call his personal phone again, and again, and again, and again. He finally answers and agrees to visit in an hour. The internet is finally fixed.

This solution lasted until April, when it broke again, and it was out for a solid two weeks - again another two week wait, but the tech finally showed up. This particular one informed me that any time the system sets an appointment before 10 AM they will always miss it because nobody even comes into the office until 10. Reassuring.

Now that solution lasted until May 25th, I have not had internet since. I'm actually coming into work to use the internet there on a fairly regular basis. A 3 week wait for a tech to show up. I called and asked if I could just have my shitty DSL back only to be informed that said shitty DSL service is now overloaded and can't accept any more customers and that there was a 3 month waiting list to even get it hooked up again. The tech shows up after a 3 week wait, works for approximately 20 minutes, blames me for the internet not working (I performed a factory reset on the router assuming 2 weeks without internet couldn't fuck it any worse), and then they discover that me, and the entire western portion of my rural township (several hundred people) are in fact without internet, and have been for three weeks, because the tower through which their cables run was struck by lightning, but that said tower is owned by AT&T so they can't touch it, and that's that I guess.

Note, some years ago, I was without internet for around a week because a tree fell on some of the internet infrastructure out here and nobody noticed lol. So, I'm enjoying living in that real early 1990s experience here and likely will be doing so for several weeks to come :(. Fuck Frontier.

So, I'm mainly writing this to vent and it's offtopic so there's that. Otherwise, hopefully it will provide a good laugh at my expense.

When I finished university 9 years ago, I was forced to get off cable and move over to DSL because of where I wound up living. This astoundingly effective internet option provided me with 2.7 mbs download and .7 mbs upload for the low low price of 40$/month with Frontier. There are no other options besides cell-phone carrier hotspots, or satellite. I maintained my youtube channel and playing/casting on that, eventually becoming frustrated with the fact that it could take up to 24+ hours to upload a single 10 minute video that consisted mostly of images which lead to me stopping the upload routine.

My overall strategy here was to call Frontier roughly once every 3 months to ask them if there were any other options for internet in my area. Typically the only time they said yes was if the person on the other end didn't realize where I lived or was misinformed. This goes on for years. Until this last December, they inform me that indeed they had finally done some infrastructure upgrades in my area and could offer me 25/mbs down and 10 mbs up service at a *lower* price than I was paying for DSL. They confirm this is real, I am very excited.

They install the new broadband internet, and it works great for a single day, and then goes out. It would intermittently come back for a few hours at a time, but for the most part would be down for days at a time. I called technical support several times as I noticed my trouble ticket being cancelled without any action being performed, so I'd have to call back in and reaffirm that nothing had been done. So, finally after a two week wait, a tech is supposed to come to my house. They never call me or show up. At the end of this I accrue credit for 2 months of free service.

I call and complain further about my plight, am told there will be a tech out in another week. So, a third week passes with no internet, and then the fateful day comes of.... nothing again. Call and complain again, attempt to report Frontier to the BBB only to be informed by the BBB that they no longer accept complaints relating to the only ISP in my area because they never respond to complaints from the BBB.

Finally, I'm told a tech will be out in two days. He fucks up and calls me from his PERSONAL cell phone to confirm what time he'll be there. Again, I've taken now a third day off work, and he fails to show up when he told me he would, so I call his personal phone again, and again, and again, and again. He finally answers and agrees to visit in an hour. The internet is finally fixed.

This solution lasted until April, when it broke again, and it was out for a solid two weeks - again another two week wait, but the tech finally showed up. This particular one informed me that any time the system sets an appointment before 10 AM they will always miss it because nobody even comes into the office until 10. Reassuring.

Now that solution lasted until May 25th, I have not had internet since. I'm actually coming into work to use the internet there on a fairly regular basis. A 3 week wait for a tech to show up. I called and asked if I could just have my shitty DSL back only to be informed that said shitty DSL service is now overloaded and can't accept any more customers and that there was a 3 month waiting list to even get it hooked up again. The tech shows up after a 3 week wait, works for approximately 20 minutes, blames me for the internet not working (I performed a factory reset on the router assuming 2 weeks without internet couldn't fuck it any worse), and then they discover that me, and the entire western portion of my rural township (several hundred people) are in fact without internet, and have been for three weeks, because the tower through which their cables run was struck by lightning, but that said tower is owned by AT&T so they can't touch it, and that's that I guess.

Note, some years ago, I was without internet for around a week because a tree fell on some of the internet infrastructure out here and nobody noticed lol. So, I'm enjoying living in that real early 1990s experience here and likely will be doing so for several weeks to come :(. Fuck Frontier.
2
#2
42 Frags +

World's number 1 country folks

World's number 1 country folks
3
#3
21 Frags +

jesus christ what a nightmare

jesus christ what a nightmare
4
#4
22 Frags +

halfway thru reading this i forgot that u were the one who made this post and was wondering where you live that the internet companies are that god awful then i realized oh america. it's honestly not much better up north but wow didn't realize that level of incompetence still exists in america

halfway thru reading this i forgot that u were the one who made this post and was wondering where you live that the internet companies are that god awful then i realized oh america. it's honestly not much better up north but wow didn't realize that level of incompetence still exists in america
5
#5
7 Frags +

lmao if i didn't know better i would think you live on a fuckin remote island in the middle of nowhere cause that's the only way to explain this horrible service and it taking so long for people to come out

pretty much all ISP's in america suck but this is excruciatingly terrible, my condolences

lmao if i didn't know better i would think you live on a fuckin remote island in the middle of nowhere cause that's the only way to explain this horrible service and it taking so long for people to come out

pretty much all ISP's in america suck but this is excruciatingly terrible, my condolences
6
#6
6 Frags +

swamp internet blows :*(

swamp internet blows :*(
7
#7
4 Frags +

Frontier internet is the reason JM is stuck in the 300 ping zone of sadness

Frontier internet is the reason JM is stuck in the 300 ping zone of sadness
8
#8
3 Frags +

my internet is awful and comcast has $2 billion in towers 5 blocks from me as a eternal reminder of exactly where my money is going

my internet is awful and comcast has $2 billion in towers 5 blocks from me as a eternal reminder of exactly where my money is going
9
#9
3 Frags +

Had a similar experience, called customer support, and after 20 minutes of waiting and 30 minutes of already-tried failed methods, they realized something similar to you, that my entire county was out.

Fuck frontier.

Had a similar experience, called customer support, and after 20 minutes of waiting and 30 minutes of already-tried failed methods, they realized something similar to you, that my entire county was out.

Fuck frontier.
10
#10
6 Frags +

their stock price is nearing bankruptcy

their stock price is nearing bankruptcy
11
#11
3 Frags +

it may be a whim, but that might just be how phone companies manage internet rather than cable companies

older teammates of mine (2014-2016) might remember how i used to play matches on a $60/month 0.6mb down Verizon dsl that got so bad at peak hours i had to go euro for matches because id be home alone at 3pm est

there were no accommodations for my rural part of New England until like july of 2016 when charter swept through the region and graced us with $30 60mb spectrum, and i havent had any major issues with it (throttling, outages, etc.) since

im also noticing that verizon was acquired by frontier at some point so i wouldnt be surprised if its just that one conglomerate being super uncompromising

it may be a whim, but that might just be how phone companies manage internet rather than cable companies

older teammates of mine (2014-2016) might remember how i used to play matches on a $60/month 0.6mb down Verizon dsl that got so bad at peak hours i had to go euro for matches because id be home alone at 3pm est

there were no accommodations for my rural part of New England until like july of 2016 when charter swept through the region and graced us with $30 60mb spectrum, and i havent had any major issues with it (throttling, outages, etc.) since

im also noticing that verizon was acquired by frontier at some point so i wouldnt be surprised if its just that one conglomerate being super uncompromising
12
#12
2 Frags +

I've had frontier for a good 5 years before switching to Xfinity, and holy shit its actually as bad as it sounds, maybe worse. Internet outages and just the price were awful, but at the time it was the only one that was offered to us. The only thing that was worse then their internet was the customer service, the people who answer have talked to have the incompetence of a fucking rake.

I've had frontier for a good 5 years before switching to Xfinity, and holy shit its actually as bad as it sounds, maybe worse. Internet outages and just the price were awful, but at the time it was the only one that was offered to us. The only thing that was worse then their internet was the customer service, the people who answer have talked to have the incompetence of a fucking rake.
13
#13
22 Frags +

An update.

So, I contacted the office of the President (of Frontier) and received an update that a crew would be out Tuesday to work on the situation. They did show up and they stayed at my house from 9:30 AM to 4 PM at which time they told me the internet would come back on shortly and that they would be back the next day to check. The internet never came back on, nor did they return to check if it did. I check the website and, yet again, my trouble ticket is marked closed. So, I call back in wait 25 minutes to talk to somebody, get them, and set up yet another trouble ticket that requires a technician's visit.

I then get a personal call from some fellow representing the president of Frontier. I explained to him that I have been driving into my office to use internet on a fairly regular basis (how I am posting this) as it turns out my mobile data went really fast when it's the exclusive source of all internet service. He seemed aghast that it had taken over a month to resolve this issue, and promised that he would speak to the people on the ground here about the issue. I mentioned that I had contacted a competitor who's fiber optic cable is hanging from a pole about 1/2-3/4 mile from my home, and said I had deeply considered trying to negotiate with them to drag it to my residence. He said he didn't think that would be necessary, and offered me 5 months of free service - 1 for the month I haven't gotten, and 4 others for the trouble of having to drive around to use internet and promised that they would have it fixed by Friday. I now have, in total, 7 months of free internet service, assuming it ever works again.

I get a text from Frontier that my pending trouble ticket was marked closed, and a new trouble ticket had opened, and that Frontier would send a technician before 4 PM. No call, no show, then I get another text at 4:00 saying that a tech would be at the house before 8 PM. No call, no show, still no internet :/ on the bright side, my trouble ticket is still open. Today officially marks 30 days with no internet service, I should write a hippy blog about what all I've learned "disconnecting" for such a time.

An update.

So, I contacted the office of the President (of Frontier) and received an update that a crew would be out Tuesday to work on the situation. They did show up and they stayed at my house from 9:30 AM to 4 PM at which time they told me the internet would come back on shortly and that they would be back the next day to check. The internet never came back on, nor did they return to check if it did. I check the website and, yet again, my trouble ticket is marked closed. So, I call back in wait 25 minutes to talk to somebody, get them, and set up yet another trouble ticket that requires a technician's visit.

I then get a personal call from some fellow representing the president of Frontier. I explained to him that I have been driving into my office to use internet on a fairly regular basis (how I am posting this) as it turns out my mobile data went really fast when it's the exclusive source of all internet service. He seemed aghast that it had taken over a month to resolve this issue, and promised that he would speak to the people on the ground here about the issue. I mentioned that I had contacted a competitor who's fiber optic cable is hanging from a pole about 1/2-3/4 mile from my home, and said I had deeply considered trying to negotiate with them to drag it to my residence. He said he didn't think that would be necessary, and offered me 5 months of free service - 1 for the month I haven't gotten, and 4 others for the trouble of having to drive around to use internet and promised that they would have it fixed by Friday. I now have, in total, 7 months of free internet service, assuming it ever works again.

I get a text from Frontier that my pending trouble ticket was marked closed, and a new trouble ticket had opened, and that Frontier would send a technician before 4 PM. No call, no show, then I get another text at 4:00 saying that a tech would be at the house before 8 PM. No call, no show, still no internet :/ on the bright side, my trouble ticket is still open. Today officially marks 30 days with no internet service, I should write a hippy blog about what all I've learned "disconnecting" for such a time.
14
#14
0 Frags +

LMAO

LMAO
15
#15
4 Frags +

https://www.speedtest.net/result/6188389437 i understand

https://www.speedtest.net/result/6188389437 i understand
16
#16
16 Frags +

Thinking the only reason I haven't heard of Frontier being heralded as worse than Comcast is because nobody on Frontier has the internet service to complain

Thinking the only reason I haven't heard of Frontier being heralded as worse than Comcast is because nobody on Frontier has the internet service to complain
17
#17
10 Frags +

Frontier: giving away free service doesn't cost us anything if the service doesn't exist in the first place

200IQ

Frontier: giving away free service doesn't cost us anything if the service doesn't exist in the first place

200IQ
18
#18
-4 Frags +

Frontier is based

Frontier is based
19
#19
4 Frags +

this is a nightmare good lord

fuck frontier

this is a nightmare good lord

fuck frontier
20
#20
7 Frags +

And here we are at long last.

I called back that fellow from the President's office to complain. It gave me a switchboard so I had no idea who to call, so I called regular customer service. I talked to a young lady who informed me that my trouble ticket was still open and was marked executive, and that the reason the problem wasn't solved on Friday, was because it was marked that I had a dog and a gate and they couldn't gain access. That was funny because I haven't had a gate on my property in ~5 years, and my dog has been dead for nearly 1 year. So, I ask if she could figure out when they might be there so I could make arrangements to have somebody at my house in advance. Thankfully, my mother is retired and has sat around waiting for them rather than me - as the 6 or so times they've been out to the house during work hours would've likely resulted in my termination had I called them all off. She informs me that the trouble ticket is open, and that she will call around to figure it out, but that since the ticket is open she can't give me exact information. Well, after a 20 minute wait, she calls me back, and informs me that the ticket is still open, but she doesn't know when anybody will be out *and hangs up on me*

So, I call the supervisor and ask for a "call back" at 1 PM. They call me back at 1 PM, but the automatic call function informs me that I am 92nd in line and they will have to put me on hold. Being as I'm at work, I hang up. I call the regular customer service line again. I get a guy this time after 30 minutes of waiting who informs me that the ticket is all the things the previous lady described and that we *should* have somebody at the house on Wednesday.

Great I think. So I get all my shit set up. They text me and inform me that the guy will be at my house from noon to 4 to fix my internet. Great! Well, I decide I'm going to be home since it's intern season and my 22 year old intern can *probably* hold in my stead for 4 hours while I figure out wtf is going on. So, I wait at home. At noon sharp, the guy pulls up. He informs me that the company has decided that the AT&T tower can't be fixed at all on their own and I'll have to either do without or go back to DSL, and that they have an executive order to reinstall my DSL that I had previously despite the previous tech telling me that wasn't possible and would require a 3 month wait. He hooks up two wires, fiddles in my phone box, and now I have 8 meg down 1 meg up service and the tech left after no more than 10 minutes. This is also far superior to the DSL service I was receiving just a few months ago on the same line.

At least I have internet again. And it's free for 7 months.

And here we are at long last.

I called back that fellow from the President's office to complain. It gave me a switchboard so I had no idea who to call, so I called regular customer service. I talked to a young lady who informed me that my trouble ticket was still open and was marked executive, and that the reason the problem wasn't solved on Friday, was because it was marked that I had a dog and a gate and they couldn't gain access. That was funny because I haven't had a gate on my property in ~5 years, and my dog has been dead for nearly 1 year. So, I ask if she could figure out when they might be there so I could make arrangements to have somebody at my house in advance. Thankfully, my mother is retired and has sat around waiting for them rather than me - as the 6 or so times they've been out to the house during work hours would've likely resulted in my termination had I called them all off. She informs me that the trouble ticket is open, and that she will call around to figure it out, but that since the ticket is open she can't give me exact information. Well, after a 20 minute wait, she calls me back, and informs me that the ticket is still open, but she doesn't know when anybody will be out *and hangs up on me*

So, I call the supervisor and ask for a "call back" at 1 PM. They call me back at 1 PM, but the automatic call function informs me that I am 92nd in line and they will have to put me on hold. Being as I'm at work, I hang up. I call the regular customer service line again. I get a guy this time after 30 minutes of waiting who informs me that the ticket is all the things the previous lady described and that we *should* have somebody at the house on Wednesday.

Great I think. So I get all my shit set up. They text me and inform me that the guy will be at my house from noon to 4 to fix my internet. Great! Well, I decide I'm going to be home since it's intern season and my 22 year old intern can *probably* hold in my stead for 4 hours while I figure out wtf is going on. So, I wait at home. At noon sharp, the guy pulls up. He informs me that the company has decided that the AT&T tower can't be fixed at all on their own and I'll have to either do without or go back to DSL, and that they have an executive order to reinstall my DSL that I had previously despite the previous tech telling me that wasn't possible and would require a 3 month wait. He hooks up two wires, fiddles in my phone box, and now I have 8 meg down 1 meg up service and the tech left after no more than 10 minutes. This is also far superior to the DSL service I was receiving just a few months ago on the same line.

At least I have internet again. And it's free for 7 months.
21
#21
5 Frags +

so my family works at frontier so i have a little bit of insight. they are in a rough shape, they are planning on selling off their west coast states like oregon because they are losing money hand over fist. their central offices are undermanned and cannot function fully, jobs are also being lost rapidly. Doesnt help that they charge 70 a month for phone and 7mb up 1mb down. (this is the max i can get in my area)
anyways nothing i said benefits you, but just some insight into their current state.

so my family works at frontier so i have a little bit of insight. they are in a rough shape, they are planning on selling off their west coast states like oregon because they are losing money hand over fist. their central offices are undermanned and cannot function fully, jobs are also being lost rapidly. Doesnt help that they charge 70 a month for phone and 7mb up 1mb down. (this is the max i can get in my area)
anyways nothing i said benefits you, but just some insight into their current state.
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