Current Alerts For This Business
On May 13 and May 25, 2022, BBB contacted Frontier communications regarding a high volume and pattern of serious complaints. BBB received a high volume of complaints alleging cancellation issues, internet issues, phone issues and line exposure/construction issues.
BBB notified Frontier Communications about the pattern of complaints and asked the business to voluntarily cooperate in eliminating the pattern by providing a written response outlining the specific steps it would implement in order to avoid similar complaints in the future.
The business responded to the pattern of complaints with the following statements:
Cancellation issues – When a customer decides to disconnect their service, an email is sent with an estimate of charges for their final bill. This is meant to help set expectations. It advises the consumer of possible charges related to unreturned equipment, possible credits and the broadband disconnect fee as well as any outstanding balances due at the time services stop.
Internet outage issues – We are monitoring our equipment and the network 24/7 to identify outages and react as quick as possible taking safety in account should it be weather related. We have also started a marketing campaign in areas fiber optics is available to get people to switch over from the coper lines as it is usually more reliable.
Trouble getting lines buried – We have hired additional crews to help speed up the process and we stream lined the way we schedule which helps us get the next available crew out to a site as seamlessly as possible.