Frontier answers FOX 11 viewers concerns

Got a problem with your Frontier Communications Service? Here are the numbers to call in what the company calls a much-improved call center. For residential service call 800-921-8101. For business assistance call 800-921-8102.

The company says it has made improvements to its call center and wait times should be much better than they have been. If, however, you find you need further assistance you can go to the top and email Frontier's West Region President Melinda White at

Let's update you on some of what we were told by the company's top boss who says the conversion from Verizon to Frontier has been "bumpy" because of "system issues that happen when you have an IP network." In simple terms, White says, on day one that quickly discovered a computer glitch which caused service outages and, ever since, the effort has been to try and deal with the glitches and tweak the system.

She now says, despite the many complaints were received at FOX 11 News, the system issues are mostly resolved and should be completely resolved soon. That's not to say there won't be problems and some of the systemic issues may not be resolved, but White is insistent that her team is working hard because to be a service company you have to have customer loyalty.

They know people have been frustrated. Company officials have felt the same frustrations. A big part of that had to do with the call center. While retraining U.S. Verizon workers in the Frontier ways the company decided to contract a Philippine call center subcontractor. White says that turned out to be disappointing. They'll continue to use that company as they repopulate the U.S. call centers with the retrained workers. There is much more in our video story.

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