US Telco Support > Frontier Communications > [FiOS] Unstable connection during evering hours. FIOS. WA area.

reply to patriotdow

Re: [FiOS] Unstable connection during evering hours. FIOS. WA ar

That can be a tough one. Let me start by saying that while no company is perfect, the FSC staff are all very good at their jobs. It's not the technician's fault that you get stuck repeating things you've already checked. Understand that they can't assume you're a power user when you call and their procedures require that they clear base level troubleshooting steps prior to passing the call upstream. Higher level technicians/engineers expect certain steps have already been done before it comes to them. When I have trouble with my service at home, I go through the same process you guys do. I call, I let the CSR walk me through rebooting my modem, etc. etc. Part of that is I like to keep up on how our support is, part is I may not be aware of a larger outage, but mostly it's out of respect for the guys in the call centers, NOC/BOSS, etc. I don't want to take time away from another customer who actually needs the higher level technician or dispatch over something silly. Yes, even seasoned engineers like myself make silly troubleshooting mistakes that first level support ends up catching me on.

Now, that said. There are a small number of highly complicated issues that the majority of technicians won't catch, or you may simply be unsatisfied with their answer.

If you're just unsatisfied, felt the CSR was rude to you, unhappy with your billing/pricing, Frontier has implemented something you feel is evil, or have a general complaint, then send an e-mail to your Local GM or Regional Contact (»www.frontier.com/customerservice/8/). It's important they receive your feedback and those folks would be the ones who have the ability to get it solved.

If it's a technical issue or question, or you think the CSRs simply just don't understand your problem, post here. While few employees actually post, many more read, including NTs, field techs, NOC, and Engineering level folks. This forum is a very powerful tool. You will likely get your answer, either through fellow customers who may have had the same problem, an employee like myself who likes to help in his/her spare time, or maybe even it magically gets fixed a short while after you post by an employee who lurks but is uncomfortable posting for whatever reason. If somebody can help, they will.

Frontier has also hired a new team of folks who are responsible for social media outlets like these forums. I'll raise the issue to them on perhaps setting up a "Direct" forum like other providers have here and perhaps officially tapping a couple guys in Customer Support to man it.
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Transparency Disclosure and Disclaimer: I am a Frontier employee posting in my own personal capacity. The opinions and positions expressed are my own and do not necessarily reflect those of Frontier.

I understand you completely but in the face of such direct evidence e.g. 4 people from a small town of 30,000 people reporting the exact same issue should be able to skip troubleshooting my router.

If the issues were more random or we did not have the other users - absolutely.

Anyways, thanks for getting it fixed and I think the direct forum interaction with frontier would be a good idea.

I live in Bluefield WV. I've had them here three times. I'm planning on calling them today and i'm going to let them know that they have issues. The only other option here is Comcast, I am considering switching.