Review by Sarick
- Location: USA
- Cost: $51 per month
Bad "Multiple repair tickets for same problem"
Overall "It's the only service available"
|Pre Sales information:|
Value for money:
(ratings below consensus)
They upgraded the download caps we loved the fact of having maximum connection limits. Service was wonderful and our connection was stable.
We contacted support over technical issues of being disconnected recently 3/2008. This happened after a line was damaged in route to our house was repaired. (a tree fell on the lines) An intermittent issue caused attenuation to reach over 60+ causing our connections to drop with an average that was 51. After contacting the tech support a ticket was issued.
The problem appeared to be resolved and out connection was again working at about 2m+ down. We again started having issues, We again contacted support after unusual errors. That night our max limit prematurely dropped to the minimum guaranteed rates. The problems with drop offs continued and we again contacted support. The next day a tech visited our hour for the first time and we had no issues.
Unfortunately, because of contacting support our connection limits that where previously 100% reliable before 2008 where permanently capped. I contacted support and was given the run around that we only guarantee 1m down and because the problem is fixed they don't understand why I'm upset.
I finally contacted, frontier nets main company about this issue and a nice employee called me back withing hours. The issue was fixed and my line was upgraded to 2.6 meg. Today it went down for the first time in months after I called up over congestion. now it's at 3.7 almost 4 meg down.
There are still a lot of errors but I suppose as long as the line is stable and fast I'm not complaining. I'm very please that this single representative got through the red tape and fixed everything.
did a line test seems ok enough but as you can see they still have some minor backbone network issues that aren't on my end.
4 days ago at around 10:47 I think on Oct. 22 the internet went down. After 24 hours of no service I tried calling up the tech repair lines. I was greeted with the disconnected message "We're sorry, the number you dialed in not in service at this time please~~" Not only did the internet go down but the phone lines where knocked out so that no outside local numbers could be accessed.
I decided to dial 0 and speak to an operator. That managed to work she was able to transfer me to the line repair. After speaking to this representative she issued a ticket for the phone then transferred me to DSL tech support. I spoke him about the internet. They was having issues in my area with no sentiment on repair. I thanked him nicely and finished the call.
After another 2 days of waiting I called up again asking when DSL service would be restored. This representative seemed like he know there was a problem but could offer no repair quote. I ask him if this was indefinite until farther notice. He implied that yes there was working to resolve the issues. On the 24th I called again wanting to see if there was an update on the situation. I was greeted with the warning that high speed connections in and around (private) and (private) near me where still experiencing issues.
After waiting on the line several minutes a person got on the phone. I explained my information ask a few questions. He told it wasn't his problem to that my internet wasn't working. Apparently, my experience and the settings that I've been using the past three years with my equipment where irrelevant. He then then ask for a number to call me back if we got disconnected. His suggestion was to hook up a frontier modem router so he could do a scripted support call. He was unaware the the only modem frontier sent me was dated back to 2008 and also no longer supported. He then said we are currently experiencing no outages in your area. I ask him to hold on the line. I three way called frontier on the second line and let him listen to the frontier message. He hung up the phone after a few seconds of the frontier message.
I looked through my logs modem sync etc. The ADSL sync, ethernet connection and line stability all checked out fine. What I found was that the PPPoE was timing out on their end. Either the server was ignoring my request or it was down. I called up my neighbor and ask his if his internet was up. He seemed antagonistic but logged on his provided modem/router without much issue. Clearly something was up.
Well, oddly it was so this lead me into some investigation. I tried multiple PPPoE connections both on the router and bypassing the router though the modems internal router. In all cases PPPoE authentication never worked. I then decided to remove my DSL modem and use the old frontier modem/router in bridged mode. It also failed. I then tried to access it using the original frontier settings to connect through PPPoE. This being a frontier modem/router with the technician settings. This should've allowed their hardware to connect through their hardware and setup. Low and behold this also failed.
I decided to drop the PPPoE authentication and use the long outdated PPPoA settings from back when the service was introduced into my area. I had to manually enter these settings into the modem router as the newer device didn't have them per-programmed. Oddly, the modem was able to authenticate PPPoA. I'm at a loss for words. Clearly something at frontier was broken or set to restrict connections. I can no longer bridge over PPPoE with any device. Sadly, If PPPoE works it must need need extra perimeters or specific MAC addresses range (forcing frontier equipment) or cloning.
The only reason I'm able to write this updated review is because I'm double routing though the frontier modem that is authenticated by PPPoA. Apparently, they didn't fully phase it out in my area so I lucked out.
My internet is crippled and Frontier will not even open up communication to resolve my issues. As you can see I've been trying several days with no results. This is clearly not the most professional way to help a paid customer that's having technical issues. There is no way to resolve the problem if the engineers are hiding behind scripted tech support personnel.
Right now my connection is crippled it barely works and anything that uses the external ip internally or through the firewall is severely limited.
UPDATE:10/25/13 (part two later that day)
After contacting (unnamed) at frontier consumer affairs and getting past the red tape a tech called me to discuss setting up a new modem from frontier. I feared the tech would push it off as my only equipment choice and insist situation was because incompatible hardware on my end. After a few minutes of discussion we agreed to let him setup a modem and test it at the d-slam. After this call my DSL sync went down. I switched back in my old modem setup that wasn't working in case it came back up fully.
After a few minutes remarkably it came back up and my PPPoE connection established at 3712 using the same hardware/setup prior to the loss of internet. Woohoo!, It then abruptly was dropped again. I Called him up to tell him that I established a connection and PPPoE was started working on my end again. He explained the issue was a bad network port on their end that caused this issue. The reason the connection came back up is the card port was bad/replaced. Amazing ADSL sync, end to end ping almost everything checked out but the PPPoE POP failed to create a session when the PADO packets timed out.
When the connection came back up the second time I noted the 50% drop in provision sync. I explained that my issue wasn't DSL sync or packet loss or my hardware so why did I get re-provisioned. He seemed fine with returning it to 3712 but reluctant sating that the distance would cause buffering. To me if the line is capable of nearly 6mbps having it provisioned to 1700is is way less then 50% capacity. After the changes and several links down the line remained locked to 1700 even though he stated it was for 2500. He eventually figured it out after calling up another tech bringing the rate back up to 3712.
All in all even though my issue was resolved I had to take extraordinary steps to get action. For this reason my ratings will remain extremely low. Because tech support refused to deal with me or issue a repair ticket (shifting the blame) the end result was wasted time and a bitter experience. Even the tech I spoke to seemed to think the issue was on my end after multiple cases that faulted hardware/setup on frontiers end. Every one of these could have been resolved If they listened to my advice and simply placed a repair ticket. As always except for one case (Tel-line was sliced) the connection issues resulted in failures on their hardware. It's really sad to see that a modem needed setup/programmed at the local office to even open a ticket. In the techs eyes I was/am always considered the lose link. That was until their hardware failed to connect! Only then did they realize the issue was real.
All in all if it wasn't for the executive office branch in frontier my internet would probably still be down. After being down four days I'm happy to get it back up without double routing. I solute (unnamed) because she took action again that got past the red tape. My apologies to her because I can't directly identify her under the BBR rules.
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updated 141 days ago