Frontier Switchover Problems Continue to Plague Cerritos and Artesia

HMG-CN Staff Report

For the third week in a row, Los Cerritos Community News switchboard has been jammed with Cerritos and Artesia residents calling and complaining about Frontier Communications takeover of Verizon Fios, Internet, and TV services.

What was once thought to be minor glitches has turned out to be major problems for many residents, some of whom have been without service since April 28.

“Rene” and his wife from Artesia called to tell their nightmare. They came back from Las Vegas on April 28, nothing was working; TV, Internet, and phone. “We have made several appointments and they have not showed up. I have called back several times, and now they are coming on May 16. It has been over three weeks since everything went wrong. I am very disgusted with their service. I have a friend in Duarte who is having the same problems. I am 78 years old and sick, this is horrible.”

Frontier is not only having problems in the Cerritos area, but also in Long Beach and in Duarte where Rene’s family lives.

Several residents also emailed LCCN writing of their nightmares with the TV Internet and Fios service, while also complaining about customer service and technician service.

Jay H. from Cerritos said, “When you call you can tell it is either India or the Philippines. It is very annoying, they are hard to understand and are not trained to handle what is going on here.”

One resident emailed that after two weeks the technician finally came to the house but “seemed not experienced” and had to call the office to get instructions on how to fix the problem.

“It was kind of sad,” said the resident, “I had to watch him stay on the phone with other Frontier people for 30 minutes, the technician even got frustrated. I watched as the technician was transferred from department to department and finally had to call another number to reach yet another department.”

“It is a very difficult time for these residents,” said LCCN publisher Brian Hews, “these people when they call are completely exasperated with their service they’re asking for LCCN’s help, they’re asking for the City’s help. We are using the newspaper to put pressure on them, we are in touch with Frontier Corporate almost everyday, they want to know about the complaints.”

“The Cerritos City Council sent out a press release to local media saying ‘call the PUC and complain,’ that was their way of handling the problem,” said Hews.

“Why don’t they (the Cerritos City Council) call Frontier and get a rep. out here to address residents? Oh that’s right, they are too busy attending conventions and raising our sales tax,” said one Cerritos resident.

Media outlets reported that a representative from Frontier attended a Long Beach City Council meeting this past Tuesday talking about the problems.

No word form Cerritos City Council on whether a Frontier representative will speak at their City Council meetings.

Given the hundreds of calls and emails into LCCN, it is safe to say the meeting would be packed with angry residents.

Meanwhile area residents remain without service and some are older adults who are “sick and can’t go out.”

“Mr. Hews, I would like to be able to report that my phone service is back up, but unfortunately I cannot. {The} Tech was at my home on Friday May 5th for over 5 hours and was unable to get connection. It is my understanding that my phone was not “Provisioned”. Not sure what that means but it sounds like I was no longer in the system and they need to re-build my connection. I witnessed him calling Frontier addressing himself as a tech and then being put on HOLD for up to 30 minutes sometimes. Very frustrating for both the technician and myself. Finally after being directed to 4 different departments, it was decided that my case needed to be sent to another department and it would be another 3-4 days before I would get service.”

Another resident emailed her phone was working but now she is receiving robocalls. “Does anyone know how to stop these robocalls calling all day long requesting for construction work? Every phone call sounds the same; stating they know us from a year ago, and want to do some construction estimates. How can we stop this? Is Verizon and Frontier guilty of selling our phone numbers to contractors; even though I have non listed phone number ?”

Realizing that you might not have a phone or internet, but if you do, please call us at 562.407.3873 so we can log your complaint or email us at [email protected].

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