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Frontier Offers Credit For Continued AT&T Transition Issues

Earlier this week we noted that AT&T's handoff of their DSL and landline users to Frontier in Connecticut hasn't been particularly smooth, with a lot of customers complaining about prolonged DSL and TV outages. As the week has rolled on the outages seem to have resolved, but the company's Facebook page is littered with apologies for a wide variety of continuing issues, from DVR and VOD problems, to heavy pixelation of TV signal.

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Users in our Frontier forums also note that many users are struggling with several second delays when they attempt to switch channels. Frontier says they're aware of these issues and are doing their best to resolve them. The company also stated that they're posting a $50 credit to all Connecticut U-Verse users for the problems over the last week. From their Facebook page:
quote:
Connecticut: You spoke, we listened.

Because some of our FrontierTV Powered by U-verse® customers have experienced service interruptions, ALL Connecticut FrontierTV Powered by U-verse® customers will automatically receive a $50 billing credit by year-end. You do NOT need to contact us to receive this credit. Customers who experienced any substantial broadband disruption will receive a bill credit for the time without service. Frontier will call all customers who reported an outage and confirm the applicable credit on their bill.

We understand that our customers are the reason we exist and we are working very hard to earn your trust and confidence. You have a choice of providers for video, voice and internet services, and we are committed to making sure that every resident and business in Connecticut knows that Frontier is a company that stands behind its services, products and people."
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mob (banned)
On the next level..
join:2000-10-07
San Jose, CA

mob (banned)

Member

Kind of a dick move...

I mean, how would they get to the page to see that if they can't get online?

Darknessfall
Premium Member
join:2012-08-17

Darknessfall

Premium Member

Re: Kind of a dick move...

People use their phones

Unless you don't have one.

Zenit_IIfx
The system is the solution
Premium Member
join:2012-05-07
Purcellville, VA

Zenit_IIfx

Premium Member

Re: Kind of a dick move...

But what if the cell phone tower depended on a Frontier ex-AT&T/SNET connection.... :P

SimbaSeven
I Void Warranties
join:2003-03-24
Billings, MT
·StarLink

SimbaSeven

Member

Re: Kind of a dick move...

said by Zenit_IIfx:

But what if the cell phone tower depended on a Frontier ex-AT&T/SNET connection.... :P

If they relied on only one provider, I'd shoot their NE.

P Ness
You'Ve Forgotten 9-11 Already
Premium Member
join:2001-08-29
way way out

P Ness

Premium Member

Oh no more trouble

they have a really big ad in the paper today in CT.

19.99 for internet. tho its gotta be bundled with phone and I cant see how much the package cost

and their web site is unable to process the orders

oh there is going to be some heads rolling

Darknessfall
Premium Member
join:2012-08-17
Motorola MG8725
Asus RT-N66

Darknessfall

Premium Member

Re: Oh no more trouble

I heard a Frontier ad on the radio this morning with Frank the Buffalo :P.

The site says that it won't process orders online until the 3rd at most(when they allow for account management online). It's probably so they don't have account issues for people signing up online.

cprgolds
Woof Woof
Premium Member
join:2000-12-22
Portland, OR
Asus RT-AC88
Asus RT-AC68

cprgolds to P Ness

Premium Member

to P Ness
said by P Ness:

and their web site is unable to process the orders

That's standard operating procedure for Frontier.
elefante72
join:2010-12-03
East Amherst, NY

3 recommendations

elefante72 to P Ness

Member

to P Ness
The apology is quite proactive (meaning they will automatically credit) and follow up with people in opened tickets. If they actually follow through that would be impressive.

The u-verse is IP, so one would expect w/ DSL-ish problems that could impact TV.

When was the last time Comcast did anything proactive, except send collections after a person?

Frontier has all the hand-me-downs from the Bells, so it's not like they are getting stellar property with meticulously maintained equipment...
BiggA
Premium Member
join:2005-11-23
Central CT

BiggA

Premium Member

Hopefully...

CT will get something better than bill credits and apologies. More U-Verse deployment. FTTH deployment, etc.
54761437 (banned)
join:2013-01-18
Durham, NC

54761437 (banned)

Member

Re: Hopefully...

said by BiggA:

CT will get something better than bill credits and apologies. More U-Verse deployment. FTTH deployment, etc.

If what Frontier did with FiOS in other states is any indication, they won't be expanding U-Verse or building FTTH.
BiggA
Premium Member
join:2005-11-23
Central CT
·Frontier FiberOp..
Asus RT-AC68

BiggA

Premium Member

Re: Hopefully...

They claim they are going to expand U-Verse which I believe, because I know of many locations that AT&T did all the hard work by putting the crossboxes in, but never plopped the VRADs into, but beyond that and the IP-ization of the remaining ATM RDSLAMs, I'm not holding my breath. I doubt we'll see any fiber, unless they get caught up in the FTTPR thing and wire up a neighborhood somewhere. Maybe two neighborhoods if we're lucky.

The new VRADs are likely to be a high priority, because they are so easy and cheap at this point and even with a low take rate of U-Verse would be a cash cow very quickly for Frontier, and they can make press releases about additional U-Verse TV coverage even while counting lines that are too slow to have decent internet AND U-Verse TV.

SimbaSeven
I Void Warranties
join:2003-03-24
Billings, MT
·StarLink

SimbaSeven to BiggA

Member

to BiggA
said by BiggA:

CT will get something better than bill credits and apologies. More U-Verse deployment. FTTH deployment, etc.

Um.. We are talking about Frontier, right?
DarienRedSox
join:2013-02-10
Darien, CT

DarienRedSox

Member

Nice

Nice Lets hope Frontier keeps up the good work hear in CT. They made a mistake, admitted it, and are giving refunds without making people call in to get them. The amount of the credit is very nice too. I hope they keep up the good service and that this wasn't just a stunt to gain or keep costumers because they are new in the state.
vpsj
join:2012-09-10
Plainville, CT

vpsj

Member

no phone, no lights, no motorcar

They keep talking about U-verse TV and telephones. I don't have service for either one, just internet. I'm too far from the u-verse cabinet to get better than 3.0 mb. So who ya going to call?