Topic 'Re: [FiOS] Why does it take so long to get through to anyone @ F' in forum 'Frontier Communications' - dslreports.com

Re: [FiOS] Why does it take so long to get through to anyone @ F

Fri, 13 Apr 2012 20:24:52 EDT

newfrontier posted : Everett and Charleston are the only two centers that take FiOS calls... Charleston is actually a vendor center.

Re: [FiOS] Why does it take so long to get through to anyone @ F

Fri, 13 Apr 2012 10:58:01 EDT

mrken30 posted : One of the causes of my issues is not having a phone service with frontier, I have a frontier assigned phone number which is neither a real number or my cell number which I use to call with.

Re: [FiOS] Why does it take so long to get through to anyone @ F

Thu, 12 Apr 2012 17:59:30 EDT

OldOrygun posted : Waited three minutes to talk to someone in Washington State. She submitted a request for credit for me with no problem. Only snag was she would not be arround to notify me of a problem until after her vacation. Seems like a potential disaster for customer relationships could be adverted with a better work flow process.

Re: [FiOS] Why does it take so long to get through to anyone @ F

Wed, 11 Apr 2012 23:10:10 EDT

EdmondsFios posted : My mistake. I agree with your comment and +1 for rifleman69's statement.

Re: [FiOS] Why does it take so long to get through to anyone @ F

Wed, 11 Apr 2012 23:06:31 EDT

rifleman69 posted :

said by vzguy:

I didn't say they were untrained! They are the "Network Technicians" and should be the most trained. I said that I don't think they take calls any more. They monitor network, identify outages, support the agents in Charleston, work on the things that need more attention than a 30 minute phone call, and do most of the things that don't require them to be on the phone with customers (offline work).

But they do take calls, and a lot of them!

Re: [FiOS] Why does it take so long to get through to anyone @ F

Wed, 11 Apr 2012 23:05:11 EDT

vzguy posted : I didn't say they were untrained! They are the "Network Technicians" and should be the most trained. I said that I don't think they take calls any more. They monitor network, identify outages, support the agents in Charleston, work on the things that need more attention than a 30 minute phone call, and do most of the things that don't require them to be on the phone with customers (offline work).

Re: [FiOS] Why does it take so long to get through to anyone @ F

Wed, 11 Apr 2012 21:17:39 EDT

25139889 posted : generally means does not have access to the system. That would be "offline"

Re: [FiOS] Why does it take so long to get through to anyone @ F

Wed, 11 Apr 2012 21:01:24 EDT

EdmondsFios posted : I used the term Everett "call center" above. It was actually the Fiber Solutions Team in Everett. I was able to set up a new Tivo stb using the same M card I had installed in a broken Tivo. They paired the data with me and it worked like a charm. They also understood Fios and Moca using Fios and I don't call that untrained.

Re: [FiOS] Why does it take so long to get through to anyone @ F

Wed, 11 Apr 2012 18:54:10 EDT

rifleman69 posted : Yeah not sure what offline work is, the last three times I've called the Fiber Solutions team, it was all Everett.

Re: [FiOS] Why does it take so long to get through to anyone @ F

Wed, 11 Apr 2012 12:11:39 EDT

wesm posted :

said by vzguy:

As far as I know, the Charleston FSC is the only well-trained center taking calls, as the Everett center does only offline work now

If I can ask, what is offline work?

Re: [FiOS] Why does it take so long to get through to anyone @ F

Wed, 11 Apr 2012 08:37:13 EDT

vzguy posted : As far as I know, the Charleston FSC is the only well-trained center taking calls, as the Everett center does only offline work now and the other centers if they are taking fios calls certainly have less experience than Charleston, if any at all. My inside source says they are working mandatory overtime and should be getting a newly trained class on the call floor soon.

Re: [FiOS] Why does it take so long to get through to anyone @ F

Tue, 10 Apr 2012 19:42:38 EDT

Hank posted : mrlen30 - Yes, there have been times when we have waited for extended periods of time. You are correct the CSR's are poorly trained and sometimes appear to be inadequately manned..

Re: [FiOS] Why does it take so long to get through to anyone @ F

Tue, 10 Apr 2012 17:16:21 EDT

Cyberian75 posted : The last time I called about a month ago, I was connected to the Utah call center. I didn't wait more than 5 minutes.

Re: [FiOS] Why does it take so long to get through to anyone @ F

Tue, 10 Apr 2012 14:04:27 EDT

EdmondsFios posted : I've never waited longer than 5 minutes. I try to call late in the morning or early in the afternoon PST. In the last few months, I have been getting through to Everett, WA's call center and the people spoke American English which helps a lot.

Re: [FiOS] Why does it take so long to get through to anyone @ F

Tue, 10 Apr 2012 11:12:41 EDT

rifleman69 posted : I've never waited more than 20 minutes on the phone with Frontier/Verizon concerning FiOS.

[FiOS] Why does it take so long to get through to anyone @ Front

Tue, 10 Apr 2012 10:02:50 EDT

mrken30 posted : Every time I call fonrtier I am normally on hold for atleast 15 minutes, the longest so far has been about an hour. I was wondering if this was due to lack of employees or are there a lot of problems with the services that they are extremely busy. Either way its probably the worst service I have ever received from a company