Frontier Frustration Is Growing

If you are a Frontier Communications customer, on a scale of one to ten - ten being worst - how frustrated are you with Frontier?

Lots of people across Southern California like Ralph Floto of LaVerne and Mary Eldridge in Rancho Cucamonga are furious.

The anger comes after the massive transfer of customers from Verizon back on April 1st.

To some it's very rocky.

On a scale of 1 to ten, ten being out-of-my-mind-frustrated, to Floto, “I would say a ten… ten plus.”

To Mary, “an eleven...  It’s bad.”

Some 360 people have filed complaints with the California Public Utilities Comission to which Frontier says, "As you’re aware, we’re transitioning more than one million customers in California to Frontier-provided services. With a transition of this size and geographic scale, there will be issues that need to be addressed and that’s what we’re focused on."

Facebookers have written with comments like these:

Denise says: "Our On Demand capabilities were removed and have slowly repopulated back, but still missing a chunk!

Kathy calls it an: "Awful transfer of service"

 Karen says: We don't have access to the on demand movies that we have purchased. We can't search. We are still missing a lot of on demand titles.

 Chetan calls it a: "Complete disaster. "

Mary says, “The service has just not been up to par. It’s just not been what it was when I was a Verizon customer. Just not happy.”

And, Ralph Floto adds, “When you call you wait three hours. Last time I called I waited two and a half hours before I got a live person.”

Frontier says they’ve got people on overtime trying to straighten out problems and adds, "We apologize for any inconvenience our customers are experiencing and we thank them for their patience."  

FRONTIER STATEMENT:

As you’re aware, we’re transitioning more than one million customers in California to Frontier-provided services. With a transition of this size and geographic scale, there will be issues that need to be addressed and that’s what we’re focused on.

Our operational command center for the transition process is monitoring the network 24/7, tracking every customer escalation, and 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. At the same time, we’re operating and maintaining the network, taking care of the business-as-usual issues that occur, while working hard to address all customer questions and concerns as they are brought to our attention.

We apologize for any inconvenience our customers are experiencing and we thank them for their patience.

We encourage our customers to call us (Residential customers: 1-800-921-8101; Business customers: 1-800-921-8102) or to Chat Live with us through the Contact Us page (https://frontier.com/Contact-Us#/residential) on our website to speak with a customer care representative.

We’re aware that complaints have been submitted to the California PUC. We take all complaints very seriously and it’s one of the reasons why our West Region President, Melinda White, implemented another way for our customers to provide their direct feedback, via email to us atLetMelindaKnow@ftr.com.  We’re providing as many avenues as possible for our customers to communicate with us.  Again, we’re responding as quickly as possible to resolve every customer request as we receive them.

Further information is available at www.MeetFrontier.com, a website that provides full details and information-rich FAQs to transitioning residential and business customers.  You may also be interested in downloading the “California Press Kit” available on the Media Room page (http://meetfrontier.com/media-room) on the MeetFrontier.com website.

Again, We apologize for any inconvenience our customers are experiencing and we thank them for their patience.

3. I found unhappy customers Ralph Floto and Mary Eldridge via Facebook. 

4. Chris Chow is with the Public Utilities Comission in San Francisco.  His number is 800-848-558. He confirms 360 formall complaints filed and that they are reaching out to customers and the provider to resolve issues. They are also monitoring the situation.

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