HILLSBOROUGH COUNTY, Fla. (WFLA) – Betty Turner is not happy with her Frontier Communications service. “Sunday morning I got up, no internet, no TV, no telephone,” Turner said.
Her frustration only grew when she called customer service and spent more than two hours on the phone with one person, called back the next day and spent more than an hour trying to work out the same issue.
Finally Turner set up an appointment to have a technician come to her house, but for two days she waited and the technician never came.
She’s not alone. Dozens of frustrated Frontier customers have called News Channel 8 with a variety of problems.
John Northrup had Frontier FiOS issues for more than three weeks and finally decided to cancel the service, but a customer service representative told him he couldn’t because he was under contract.
“He comes back on the phone and said, ‘Well, I got your contract right here and it says it expires January 13, 2026,'” Northrup told News Channel 8.
Northrup says he never agreed – and never would agree – to a 10-year contract. A Frontier spokesman acknowledged the company does not have 10-year contracts.
Bob Elek with Frontier released a statement on the problems customers are experiencing.
“It is not acceptable for us to miss appointments with customers without at least communicating that to them. We are currently clearing over 2,000 trouble reports daily, ranging from day-to-day issues like cut cables to technological issues related to the integration of Verizon’s systems with Frontier’s systems. Our business is based on meeting appointments and clearly we are doing that. However, we apologize for those instances when we do miss a call and will work to address any missed appointments as quickly as possible,” Elek said.
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