I am writing this open letter as a way to communicate my recent experiences with Frontier Communications.
On the 9th of September, my wife received a call from a regional manager that our service could be upgraded. She told the manager that I was not home and would call back later to find out more.
I called on the 10th of September and talked to a CSR that made my dreams come true, I was able upgrade from 3 megs down to 7 megs down. I was excited after being a Frontier/Verizon customer for almost 5 years I was finally going to get a speed increase!
I was told that I could see my new speed with in 1-2 business days and would receive a new DSL modem in the mail around there also. On the 12th of September, I wasn’t seeing any speed increase so I called tech support. They told me that everything looked good and I was provisioned for 7 meg service, but I should wait for the new modem to get there and install that to see if that would help.
The new modem came on the 13th of September, I installed it and only hooked up one computer. I ran a speed test and again was only seeing a little over 3 megs down. I work in IT (consultant, and software developer) so I understand that I will not get the full 7 megs down, but expected to get a consistent 6. So on the 20th I cleared some time and again called the tech support group and was assured that I was provisioned for 7 megs and there must be an issue on Frontier’s end. He told me that he had filed a ticket and the issue should be resolved by the evening of the 23rd.
On the 23rd a field support tech came to my house and spoke with my wife, everything was good on their end and told us that we were not eligible for 7 meg service. He instructed her to have me call back to customer support.
Shortly after the tech left, I called customer support and was then told that there really isn’t anything I can do, my old plan is no longer valid (it was a grandfathered Verizon plan) and I was stuck. They then told me they did take the 2 year agreement off of my account but that there is nothing else I can do.
So now I’m stuck paying $5 a month more for no more speed. I work from home from time to time and also am part of an On Call rotation. My work cell phone works over VOIP and I regularly lose either the phone call or my VPN connection when I am troubleshooting an issue in the middle of the night.
I was given the option of adding a second phone line and dsl line for $23 plus taxes and 911 fees which based on my current bill total about $16. The down side of this is I would need to purchase a WAN balancer or managed switch in order to allow my devices to talk to each other and use both internet connections. I was hoping that you could provide a WAN load balance solution but it sounds like I am on my own.
From here I do not know where to go. The only consolation I was given today was a one time $15 credit which will cover my increased bill cost for 3 months while I try to figure out what to do.
I had looked forward to the day when I could publicly thank Frontier for upgrading the service in my area, however after 5 years of the same speed I’m sure it will be much longer before I can do that.
– One disappointed customer