Area Residents Irate About Frontier Switchover Problems

Garrett says:

Former Verizon customers still grappling with service problems after Frontier takeover

Frontier Communications customers are still grappling with Internet outages and other equipment problems since the company took over Verizon’s landline-related assets on April 1.

A representative with the California Public Utilities Commission said the agency received 360 complaints between April 1 and April 22 that were related to Frontier’s takeover of Verizon’s landline-related assets in California.

Frontier’s $10.5 billion acquisition includes Verizon’s Internet, video, phone and FiOS networks across California, Florida and Texas.

William Betts was finally able to get his situation straightened out Monday. But the 70-year-old Redondo Beach resident said he’s had enough.

“I’ve already made the decision to switch to Time Warner,” he said. “But they won’t be able to do the installation until Wednesday.”

Betts’ problems with Frontier began on April 17 following a power outage.

“The TV would stop working every few seconds, so I checked our other TVs and they stopped working, too,” he said. “I tried rebooting the FiOS set-up boxes but that had no effect. My Internet wasn’t working, and I also found out that my landline phone wasn’t working.”

Betts said he called Frontier’s support number at 800-921-8101 and was instructed to unplug a battery in his garage. When that didn’t work, he called back and spoke with another Frontier representative, who said a support technician would come by at 8 a.m. the following Thursday — four days later.

Thursday came and went, but no one showed up.

“I had pretty much given up on them, but I finally got a call from Frontier on Monday and someone came out,” Betts said. “It was a simple problem with the backup supply for my FiOS. It was a 10-minute job to replace the box.”

“We’re still without Internet, and it’s been about eight days,” he said. “My wife was finally able to speak to someone from Frontier after hours of trying to reach them.”

Several options were tried, Maldonado said, but none worked.

“They’re telling us that our router isn’t configured to Frontier’s server,” he said. “They ran me through some basic hoops, like unplugging the computer, but I’m still getting no results. My wife can access the Internet on her phone, but that runs up charges. And I can’t get the Internet through my personal computer.”

“It’s frustrating,” he said. “You go through these meltdowns, and I have a heart condition. We don’t want to be dependent on our devices, but we apparently are.”

Frontier representative Les Kumagai said the company is working hard to address the problems.

“As you can imagine, the conversion of more than 1 million customers is very complex,” he said. “When you have a transition of this size and geographic scale, there will be issues that need to be addressed — which is what we’re doing.”

Kumagai said Frontier’s operational command center for the transition process is monitoring the network 24/7, tracking every customer escalation.

“We have nearly 1,000 highly trained and experienced technicians working extended hours in the field responding as quickly as possible to resolve every customer request as we receive them,” he said.

Meanwhile, Donna DePledge, 47, of Murrieta said she’s been without Internet service for a week. Attempts to have Frontier address the problem haven’t panned out.

“Honestly, it’s like a full-time job sitting on the phone with these people trying to get service,” she said. “They don’t really seem to care that much.”

DePledge said her experience with Frontier has been “horrible.”

“I’m trying to explain the situation (to a Frontier representative), and she’s telling me I’m wrong,” DePledge said. “It’s just amazing.”

Cerritos says:

City urges Frontier customers to contact CPUC and FCC regarding service issues (Press Release)

City of Cerritos Mayor George Ray letter to president of Frontier Communications (PDF)

City of Cerritos Mayor George Ray letter to president of California Public Utilities Commission (PDF)

City of Cerritos Mayor George Ray letter to chairman of Federal Communications Commission (PDF)

P S says:

I’m very fortunate to not have any issues since the takeover. The only issues were very minor. I had to reset my STB in my bedroom and living room once by holding the power button for 15 seconds because they weren’t responding to the power button on my remote.

All the logos still say Verizon on the guide though…maybe my problem is going to come later?

NANI CRUZ says:

My Verizon BUndle Package was renewed (not my choice) with FRONTIER and my home phone was inoperative for more than a week now (Sept. 1 through Sept. 6 on going). I keep on calling Frontier and everytime they connect me to service department we waited for more than 30 minutes and still no one is answering the telephone call. We have called more than 8 times and still nobody is answering my call. This is ridiculous.. we needed the house phone because of my wife health issue. If they cannot attend to our needs, they must inform us. We are paying for nothing? Very bad business ethics from Frontier!!! Dis-satisfied customer 562 404-9999…