Frontier Communications Issues: Where To Get Help

TAMPA, FL — It’s been two weeks since Verizon FiOS pulled out of Florida, leaving internet, phone and cable service in the hands of Frontier Communications. While the transition has been relatively smooth for many Sunshine State customers, some complaints continue to roll in.

“I’m in Bradenton and we have been without any service, no cable, no internet and no phone since the 7th or 8th,” Patch reader Amy Wells wrote Wednesday on a previous story about lingering problems since the transition.

“Lost service again on hold with customer service via cell and disconnected on hold again for an hour,” wrote another reader.

Complaints also continue to pile up on the Frontier Communications’ Facebook page. The pinned post on the page, welcoming customers in California, Texas and Florida to Frontier Communications has had more than 9,400 comments posted on it since March 31. Many of those comments are complaints.

“While Frontier may be excited, I, as a Florida customer am not excited,” a man wrote Thursday morning on Frontier’s Facebook page. “Three of the movies I bought are gone and have been gone for weeks.”

“The absolute worst service ever,” another customer wrote. “Our business depends on the internet and, since April 1st our service has been intermittent at best. Now? We have zero internet access, going on day two. Unacceptable.”

Other people have lodged complaints about installers and service techs not showing up on time or at all, long wait times for customer service, a loss of on-demand channels and more.

For its part, Frontier Communications has been answering many of the complaints individually on its Facebook page. The company acknowledges issues with on demand service on its website homepage. Problems related to some customers’ reports of ongoing lack of service, however, have not been acknowledged formally on the company’s website.

The issues were too much for a Patch reader in Sarasota. Scotty Gresham filed a formal complaint with the Federal Communications Commission on Monday.

“My service stopped on 1 April and hasn’t returned,” Gresham wrote in an email to Patch sent earlier this week. “My dentist, local retailers, and others in Sarasota are in the same boat. We’re in 11 days and no end in sight.”

Consumers who want to file complaints may do so through the following agencies:

• Federal Communications Commission – This agency has an online complaints form that can be filled out. Consumers may also call 1-888-225-5322 to file complaints.
• Florida Department of Agriculture and Consumer Services – While the Florida Public Service Commission might seem like the place to turn for help within the state, that agency says a 2011 legislative change put regulatory authority over telecommunications issues in the hands of Commissioner Adam Putnam’s office. With that in mind, consumers may contact the agency at 1-800-HELP-FLA or they may also file complaints online.

Customers who wish to reach out directly to Frontier Communications may reach the company’s customer service department at 1-800-921-8101. Online live chat and technical support is also available via the company’s website.

How has your experience with Frontier Communications been so far? Let us know by commenting below!

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