Frustrated Frontier Customers Complain After Service Switch
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DALLAS (CBSDFW.COM) - Customers are still reporting problems after the switch from Verizon Fios to Frontier Communications.
Frontier took over for Verizon Fios, across Texas, Florida and California last week. Some customers are complaining of outages and issues accessing their accounts.
"I'm constantly talking to borrowers, going over numbers, looking at interest rates for them," said mortgage loan officer Tracey Brown.
Brown, who works from her home office, couldn't do much Thursday after her internet and cable stopped working. "Everything was down," she said.
Brown called Verizon who told her she was now a Frontier customer. "The girl I talked to said, 'we're sorry for the confusion.' I said 'There is no confusion. I'm paying $200 a month -- where's my internet service? What's going on?'"
Brown and one million others customers in Texas now get service from Frontier, or at least they should be getting service.
Brown said the representative told her, "'We're in the process of migrating everything, our computers, our servers are running very slow. And it's probably going to be several days before we have your internet back up and running.'"
Brown and other customers have reported service outages and lack of communication about the service switch.
"I understand there are going to be transition issues but let people know what's going on," said Brown.
A Frontier spokesperson sent CBS 11 the following statement:
On April 1, Frontier acquired Verizon's wireline operations in California, Florida, and Texas, including approximately 3.3 million voice connections, 2.1 million broadband connections, and 1.2 million FiOS video subscribers.
"Shortly after the conversion some customers experienced service disruptions, which we quickly worked to resolve. We are also aware that some customers are experiencing issues viewing some of the previously available Video on Demand (VOD) content as well as with registering for a Frontier ID. VOD content is now available and we are continuing to add more titles each day, including those movies and TV shows previously purchased by customers. We are also resolving the outstanding issues some customers are having related to Frontier ID and accessing their account information.
We want to assure our customers that they do not need to be concerned if their bill was due during this transition period because no late fees will be applied to their account for the first month.
To learn more about Frontier and the conversion from Verizon, customers should visit meetfrontier.com.
We are completely committed to each customer's satisfaction. Residential customers in need of assistance should call 1-800-921-8101. Business customers should dial 1-800-921-8102. Alternatively, customers may also contact Frontier Customer Service via Live Chat by visiting meetfrontier.com. And again, we would love to be able to help any customers that reach out to you regarding their Frontier service. Please forward their contact information along to me and we'll do our best take care of any issues as quickly as possible!"
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