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ReVeLaTeD
Premium
join:2001-11-10
San Diego, CA

[FiOS] No online signup? Are you serious bro?

...so at the suggestion of a co-worker, I am positioned to give FiOS a side-by-side comparison with XFINITY which I have now. So I was going to place an order to just get internet service. I don't and won't be getting any sort of TV or digital phone service, there's no point when I can use the internet to get both (which is what I do now).

Frontier's price is appealing. Nearly half the price for significantly more upstream than XFINITY. My problem is three fold.

1: I see no online signup. They force you to call them. Am I blind? Did I miss it somewhere? Certainly a technology provider must have some sort of online form in this day and age. I hate calling and fighting past the sales pitch to get the barebones basics that I require.

2: The fee listing is making me dizzy. I see an install fee, activation fee, possible deposit (fee), a fee for modem rental regardless of whether you're actually renting, a fee for not doing the 2 year agreement ("Price protection")...can someone summarize what my (A) out of pocket expense should be and (B) first bill amount should be, assuming I get the fastest internet?

3: I see numerous complaints from people about the speeds dropping in the evening. If it's fiber to the home that should not happen. How prevalent is this? I'm in Bothell, WA.


othermark

join:2003-07-12
Everett, WA

Their site is a mess. Their phone tree is almost worse.

I ordered business FIOS the other day. Each time I have to go to an agent and get transferred to business sales. No direct line to the business sales phone queue? Very strange.

That and I have to wait 4 weeks for them to set up the line.

We'll see. If this fails, I'm going to have to go to Comcast/Xfinity as well.
--
othermark
(!wired) ? (coffee++) : (wired);

Expand your moderator at work


ReVeLaTeD
Premium
join:2001-11-10
San Diego, CA

Re: [FiOS] No online signup? Are you serious bro?

Tim, maybe you can just confirm that FIOS is indeed not available in the Bothell area. I got a flyer indicating it was, however I saw another post from yesterday indicating it wasn't.

EDIT: and just to curveball this thing, the screwed up infrastructure of Washington State has created, in my case, a situation where I apparently am bordering King and Snohomish County, yet the address is considered Snohomish. I have yet to see any Frontier trucks around here which leads me to believe it's not available; but the fact that my XFINITY speeds frequently exceed what I've paid for, leads me to think that very few have gone that route.



wavztech

@frontiernet.net

Effective Thursday, former Verizon territories in Oregon and Washington and other states began a BLACK OUT period for new orders. They are converting all of the old Verizon systems to their own.

There can be no new orders created for awhile.

Frontiertim is acutely aware of this, I'm sure. You can give him your information but he won't be able to do anything with it for awhile. Right Tim?

I've heard up to a month until new orders can be taken.


frontiertim

join:2012-02-22
kudos:1

1 edit

That's incorrect...we can take new orders now but installation times may be a bit long depending on the area. We can't schedule any new installs till March 8th unless the conversion is completed sooner.



wavztech

@frontiernet.net
reply to ReVeLaTeD

If you are in a single family dwelling in Bothell there's a very good chance fios is available.

there are almost always more cable that phone company trucks putzing around. cable cos are constantly connecting and reconnecting physical connections outside. Aside from jumper runs at distribution boxes, phone company guys don't monkey around with their plant as much.

as far as your xfininty speeds being "exceeding" what you've paid for, learn a little about their "SpeedBoost". Xfinity temporarily uncaps their modems during the first few megs of a large download. therefore when you run things like online speed tests, it appears that you are getting much faster speeds overall. what you don't see is your speeds dialing back to normal shortly after the few second speed test. it's great smoke and mirrors trick, really.

frontier's fios speeds are pretty much rock steady. and longtime fios user will tell you that.

are your utilities servied overheard or underground?



wavztech

@frontiernet.net
reply to frontiertim

said by frontiertim:

That's incorrect...we can take new orders now but installation times may be a bit long depending on the area. We can't schedule any new installs till March 8th unless the conversion is completed sooner.

so assuming all goes well, installs are a go from march 8th on? But the dates will be pushed out pretty far because of backlog i would think.

it was my understanding that indiana was out for a month. was that not the case?


ReVeLaTeD
Premium
join:2001-11-10
San Diego, CA
reply to frontiertim

said by frontiertim:

That's incorrect...we can take new orders now but installation times may be a bit long depending on the area. We can't schedule any new installs till March 8th unless the conversion is completed sooner.

So...is Bothell, WA covered? Is that a yes or a no?


darcilicious
Cyber Librarian
Premium
join:2001-01-02
Forest Grove, OR
kudos:4

As was posted above:

If you are in a single family dwelling in Bothell there's a very good chance fios is available.

However, without an exact address, it can't be definitively confirmed or denied.


ReVeLaTeD
Premium
join:2001-11-10
San Diego, CA

Thank you. But I'm looking for frontiertim, who I assume must be an employee, to give a straight answer to what should be a simple question about coverage.

He replied to another thread and said that Bothell wasn't covered, same as Issaquah, since Issaquah is King County. I want confirmation of whether Bothell is covered or not, since part of Bothell is King County.

It's a simple question. Possible answers:

"We have no coverage in Bothell, WA"
"We have partial coverage in Bothell, WA"
"We fully service Bothell, WA"

Expand your moderator at work


wesm
Premium
join:1999-07-29
Redmond, WA
reply to ReVeLaTeD

Re: [FiOS] No online signup? Are you serious bro?

said by ReVeLaTeD:

Thank you. But I'm looking for frontiertim, who I assume must be an employee, to give a straight answer to what should be a simple question about coverage.

He replied to another thread and said that Bothell wasn't covered, same as Issaquah, since Issaquah is King County. I want confirmation of whether Bothell is covered or not, since part of Bothell is King County.

It's a simple question. Possible answers:

"We have no coverage in Bothell, WA"
"We have partial coverage in Bothell, WA"
"We fully service Bothell, WA"

The issue is not by county, it is by city. Verizon wasn't able to buy lobby for a statewide video franchise in Washington and Oregon like they did in other states so they had to do the same thing as Comcast and get approved on a city-by-city basis. Complicating matters, in Washington (so far as I can tell) there isn't an implied utility easement going from the street into every building in an apartment complex so whether or not an apartment dweller can get FiOS--and what kind, be it direct-run fiber or the unwieldy MDU service--is up to the property owner.

That said: Yes, FiOS is available throughout the City of Bothell, whether in Snohomish or King though some apartment complexes did not allow installation of the necessary equipment. Houses are a go, however. I posted in the other thread you are referencing. Issaquah is a CenturyLink/Qwest-incumbent city and Verizon never overbuilt (that is, built a secondary network in addition to the current carrier) in that city, so Frontier obviously can't provide service on facilities that don't exist. To my knowledge, the City of Redmond is the only city contained entirely within King County which can receive FiOS service; that's where the distinction between Snohomish and King came up.

To answer your other questions:

- I don't pay a modem fee. In fact, the Internet only price page specifically says "No modem or wireless router fees unlike cable." Frontier, like Comcast, waives the installation fee if you take a contract or bundle services. They didn't run a credit check on me nor did they require a deposit, but it's possible they didn't because I previously had FiOS with Verizon. I ordered my service back in September (prior to Frontier fully changing off of Verizon's system) and I was asked if I had moved from my prior address in Texas when I ordered. If Frontier follows what Verizon used to do--granted, not a guarantee--Internet service doesn't carry a deposit. TV does because of the expense of the equipment being installed and phone because you can rack up long distance/900 number charges.

- I'm in Redmond, not Bothell, but I've not run into the speed slowdown others have mentioned. I did have higher-than-expected latency to the Central time zone for a couple weeks early in February but that has gone away.


ReVeLaTeD
Premium
join:2001-11-10
San Diego, CA

That's helpful. Thank you.

Regarding the modem fee there is a lengthy thread right here on DSLR - that I'm too tired to track down - about this fee. Something about the fact that they charge you the fee regardless of whether you buy your own or rent from them. That bothers me. If I choose to buy a modem I expect no fee, which is exactly why I bought my own DOCSIS 3.0 for XFINITY.

I've never been a Frontier or Verizon customer - California transplant - thus I'm almost assured to be nailed with a deposit as I won't be opening my credit. XFINITY charged me only the installation fee, but I think that was a fluke for customer desperation or something.

Verizon FIOS shows as available, but since it's no longer Verizon, it's difficult to know what exactly to trust. Frontier's web page (I did eventually find the form buried) lets me add FIOS to the order, but when I decline their annual programs, it removes it and sends me to HSI. I don't know if that means anything though because I haven't even put my address in yet, only the zip code (98021). So either the form is broken or the zip code isn't covered.

Frontiertim can you confirm that?



wesm
Premium
join:1999-07-29
Redmond, WA

Just for grins, I went and tried to order FiOS for my next door neighbor. The web site shattered into a million pieces when I got past the first page, and I know for absolute certain that FiOS is in my apartment complex. (If it's not, my Internet service is magic.) Therefore, I conclude that the main frontier.com site is broken for FiOS, which isn't really surprising given that FiOS-capable markets comprise something like 2% of Frontier's footprint. (Funny anecdote: Verizon's website is similarly broken for non-FiOS markets. Trying to order Verizon DSL for my cousin's house is impossible and he can't get FiOS.)

The modem fee thread you mention is for DSL, not FiOS. For FiOS, they don't even bring a "modem," as such, just a wireless router which--according to the tech who installed mine--is yours to keep from day one. The router is even pretty good, with 802.11n and works as a MoCA bridge so you can do coax networking if you can get another MoCA cable device (like a newer TiVo or a second bridge).

From what I've seen, there's no deposit for Internet service since you can't rack up any additional charges beyond the monthly cost of the Internet and if you don't pay your service just gets turned off.



ReVeLaTeD
Premium
join:2001-11-10
San Diego, CA

Seems to be a wash. According to a rep, after a 11-minute hold,
"...the ordering system has been down since February 29th and will be down through March 9th"

That's a fairly large outage. If planned, it was poorly so.

Expand your moderator at work


Cyberian75

join:2004-03-16
Beaverton, OR
Reviews:
·Frontier FiOS
reply to ReVeLaTeD

Re: [FiOS] No online signup? Are you serious bro?

said by ReVeLaTeD:

Regarding the modem fee there is a lengthy thread right here on DSLR - that I'm too tired to track down - about this fee.

That's only for DSL; in fact, there's no modem involved with FiOS.


Cyberian75

join:2004-03-16
Beaverton, OR
Reviews:
·Frontier FiOS
reply to ReVeLaTeD

said by ReVeLaTeD:

That's a fairly large outage. If planned, it was poorly so.

Current customers were notified in advance. They're redesigning their billing system, probably converting from Verizon's.

chances14

join:2010-03-03
Michigan
reply to ReVeLaTeD

frontier's website is a complete joke. it seems to get worse by the day

my number and address still doesn't show up in their database when i check availability for internet nor do any of my neighbor's numbers or addresses show up. this has been going on for about a year now



wavztech

@frontiernet.net
reply to ReVeLaTeD

said by ReVeLaTeD:

Seems to be a wash. According to a rep, after a 11-minute hold,
"...the ordering system has been down since February 29th and will be down through March 9th"

That's a fairly large outage. If planned, it was poorly so.

As I stated clearly in about the third or fourth post in this thread, Frontier in WA and OR and a number of other states is in a massive conversion process - not just billing but over 400 back end former Verizon systems.

If you're asking for help, you should read what people post in response, bro.

rifleman69

join:2006-04-12
Beaverton, OR

said by wavztech :

said by ReVeLaTeD:

Seems to be a wash. According to a rep, after a 11-minute hold,
"...the ordering system has been down since February 29th and will be down through March 9th"

That's a fairly large outage. If planned, it was poorly so.

As I stated clearly in about the third or fourth post in this thread, Frontier in WA and OR and a number of other states is in a massive conversion process - not just billing but over 400 back end former Verizon systems.

If you're asking for help, you should read what people post in response, bro.

Shouldn't this have been done right after the conversion?


darcilicious
Cyber Librarian
Premium
join:2001-01-02
Forest Grove, OR
kudos:4

Dunno but it was never the plan to do it back then.



wavztech

@frontiernet.net
reply to rifleman69

said by rifleman69:

said by wavztech :

said by ReVeLaTeD:

Seems to be a wash. According to a rep, after a 11-minute hold,
"...the ordering system has been down since February 29th and will be down through March 9th"

That's a fairly large outage. If planned, it was poorly so.

As I stated clearly in about the third or fourth post in this thread, Frontier in WA and OR and a number of other states is in a massive conversion process - not just billing but over 400 back end former Verizon systems.

If you're asking for help, you should read what people post in response, bro.

Shouldn't this have been done right after the conversion?

It's been going on for a year. A phased process. You don't convert 400 plus systems that run 2/3s of a new company overnight.

Ask West Virginia how things went during their conversion? They were the only former Bell Atlantic area so they converted overnight. A nightmare, from what I've heard.

woodway

join:2002-09-25
Woodinville, WA

Let me tell you, calling for support here in WA during this conversion is a nightmare. Reps unable to find my account...I been asked multiple times for my account #, which I read off my bill..."no that's your old account number, what's your NEW account number?" (how the heck am I supposed to know that?)..."Are you a FIOS customer?"..."I cannot seem to find your account"...hours on hold. Hopefully the promised repair guys shows up today to fix my video which has been out for a week...



cjr3380

@comcast.net
reply to chances14

seriously i completely understand your frustration its bullshit and not the easiest thing to deal with or the most convinient stuff to deal with.
The transition and offering western washington the highest technology and easiest communications expirience along with a new expirience hasnt been easy but its here now.
The complaints are numerous the doubts are several. understandable.
if you just wanted a company to overpromise and under-deliver you have had comcast or xfinity here for ever did you notice a difference besides your rate with price increase when the name was changed.
frontier has personal representatives going forward. how does never waiting on hold while they resolve your problems sound?
How about always having the lowest price possible at any time and not if your just a new customer sound? how about having a face to your communications life instead of just different strangers over the phone ?
Frontier is going to be a breath of fresh air for the western washington community. Give them a chance and time to understand they are working for the local community in snohomish county
I did and even though it was frustrating at times it has been way better than i have been use to by comcast or xfinity



cdru
Go Colts
Premium,MVM
join:2003-05-14
Fort Wayne, IN
kudos:7
reply to woodway

I left Frontier about a year ago. Several months ago I found an unopened letter that was a notice from a collections agency for around a $100 that I allegedly owed Frontier. My records showed I paid my final bill so I called the agency to dispute it or at least try to figure out what it was for. They said that Frontier pulled the claim back so they were no longer involved. I called Frontier and asked about, and they said that they had no records of anything prior to when Indiana was converted. I'm not the type of guy to argue if they are going to tell me I don't owe anything. I just can't imagine that they just "lose" all the previous billing records and account balances either.



ReVeLaTeD
Premium
join:2001-11-10
San Diego, CA
reply to ReVeLaTeD


frontiertim -

It's now the 13th and I called just to inquire, and it seems that there is still this 7-10 day delay. Is that normal, and why? Why is it that Comcast can basically say "we'll be there tomorrow" yet Frontier cannot? Isn't the cabling already run and such?

Also, does anyone know why there isn't a friggin online form? The other one I tried to use is still doing that nonsense where it removes the FIOS internet product.

Expand your moderator at work