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Frontier CEO Blames Employees for Company’s Poor Performance; Bonuses Cut, Investigations Begin

Phillip Dampier March 21, 2017 Broadband Speed, Consumer News, Frontier, Rural Broadband, Video 72 Comments

The second half of 2016 shows losses in broadband and television customers.

Frontier Communications CEO is blaming employees for the company’s deteriorating financial condition and operating performance and has allegedly dropped bonuses and merit pay increases for lower-level employees.

Sources inside Frontier Communications tell Stop the Cap! Frontier CEO Dan McCarthy notified employees in email on March 2 — one week before employees were expecting to receive their annual bonus — the company would no longer be providing bonus compensation for “lower banded management employees.”

“He implied that he too was affected but I highly doubt that is the case,” one source tells us. “We weren’t notified via a ‘Town Hall’, no conference call, no face to face with our managers, only a cowardly e-mail sent from behind a desk thousands of miles away. Keep in mind that people use that to pay house taxes, medical bills, pay off other bills, pay college tuition, etc, and a week before we were slated to get it we’re told that it isn’t coming.”

McCarthy has been on the hot seat with Wall Street for weeks after reporting yet another quarter where many of Frontier’s most profitable customers are fleeing faster than the company can replace them with new ones. McCarthy also told investors that many of Frontier’s losses in the last quarter were due to the company finally disconnecting service and writing off customers who haven’t paid their Frontier phone bills for as long as a year in acquired former Verizon territories in Florida, Texas, and California.

McCarthy

“There was certainly no suggestion that the big acquisition would pay off in the company’s Q4 earning report when subscriber counts, average revenue per residential user, and quarter-over-quarter revenue all fell,” wrote Daniel B. Kline of TMFDankline. “That has been the pattern in all three quarters since the Verizon deal closed, and while McCarthy has done an excellent job controlling expenses, his excuses for the drop in subscribers have started to sound a bit hollow.”

That effort to “control expenses” may be coming at the expense of customers that Frontier is depending on to stay in business.

New York Attorney General Eric Schneiderman last month announced the state was reviewing Frontier’s performance in western New York. A Rochester television station has aired more than a half-dozen stories about deteriorating service quality at Frontier since last summer. After airing the first few stories, the station was inundated with hundreds of complaints about Frontier’s spotty broadband and phone service.

News10NBC (WHEC-TV) reported it can take weeks for a Frontier technician to show up on a service call. Customer service is no help and customers are not getting the services they paid to receive.

Frontier was also implicated last month in knocking a Rochester area radio station off the air. After the company first blamed the radio station’s equipment for the problem, Frontier eventually admitted its own “old infrastructure” was responsible for outages that interrupted broadcasts for hours at a time.

Frontier’s stock continues its descent.

Schneiderman has been focused on keeping New York’s ISPs honest about their speed claims and performance, but service reliability is also increasingly an issue, especially after high winds in a recent storm in western New York left nearly half of the Rochester metro area without essential utilities for several days. Infrastructure upkeep, particularly aging utility poles, is now under investigation by the state’s Public Service Commission. Early evidence revealed local utilities may have underinvested in pole maintenance for years due to cost cutting. Some utility poles in western New York are well over 50 years old, originally placed in the 1950s and 1960s. Hundreds failed in the high winds.

Frontier’s track record of blaming others for their own problems has not been well-received by employees.

“Maggie Wilderotter [former CEO of Frontier Communications] was bad but McCarthy’s leadership is erratic and catastrophic,” shares another Frontier middle management employee wishing to stay anonymous. “McCarthy was defending the regional management autonomy approach as a unique strength for Frontier last summer, now he’s declared that is inefficient and is centralizing management decisions at corporate headquarters. He was selling Wall Street on Frontier’s IPTV project in 2016 by promoting expanded service territories. Now that project is on hold and there are signs Frontier is pulling back on meaningful and long overdue broadband speed upgrades. He recently announced he was reorganizing residential and commercial sales units, something our competitors did long ago and will only disrupt things at Frontier even more. Poor customer service was the result of “on-shoring” our call centers? Not exactly. Poor training and inadequate support have left our call center employees unable to properly handle customer concerns. He also consistently downplayed how nightmarish the Verizon conversion was for our new customers in Florida, Texas, and California. It was bad planning, bad vision, and poor execution and the buck stops with our CEO.”

Another source tells us:

“We worked 60-80 weeks, late nights, weekends, countless hours away from our families to push forward with projects that were horrible for our customers and senior leadership was told to get the job done regardless any way they could. We worked through the AT&T and Verizon conversions. We performed as employees of Frontier. Who did not perform? Those making these horrible financial and planning decisions that caused major outages to former Verizon customers when they finally cut over. Some problems were so severe that many customers decided to leave.”

Frontier insiders tell us the company is on a mission to slash expenses across the board to turn in better financial results that can protect the company’s dividend payout to shareholders and, in turn, executive pay and bonuses. The company is reportedly considering allowing more employees to work from home to cut facilities costs, utilities, and maintenance expenses.

“There have been numerous resignations over this and morale is at an all-time low within the company,” a source tells us.

One of the employees sharing the latest developments reports he has turned in his resignation this month and accepted a position in middle management at the area’s cable competitor Charter Communications.

“I figure I should follow so many of our customers to a company that isn’t great, but at least makes an effort delivering what it promises.”

Frontier’s Problems Afflict Hundreds of Customers in Western N.Y.

WHEC-TV Rochester has been following problems with Frontier Communications since last summer. Until the acquisition of former Verizon customers in Texas, Florida, and California, the Rochester, N.Y. metropolitan area was considered Frontier’s largest legacy city service area. But just like in smaller rural communities, service problems have plagued Frontier, with complaints rolling in about slow or non-existent broadband, landline outages, poor billing and customer service practices, and service calls that take weeks before anyone shows up.

WHEC-TV Rochester began covering problems with Frontier on Aug. 22, 2016 with an investigation into internet woes at a Geneseo insurance agency. (2:21)

One day later (Aug. 23, 2016) complaints from other Frontier customers poured into WHEC-TV’s newsroom because of outages and bad service. (2:54)

In September, 2016 WHEC-TV was back with another story from frustrated and angry customers who can’t get suitable service from Frontier Communications, but found a $200 early termination fee on their bills when they tried to cancel. Now the Attorney General is getting involved. (3:18)

In late December, WHEC reported it had asked the N.Y. Public Service Commission to start an investigation into Frontier Communications over its broadband service. (2:20)

In February, when N.Y. Attorney General Eric Schneiderman came to town to discuss the honesty of ISP speed claims, WHEC reporter Jennifer Lewke instead questioned him about the hundreds of complaints the station had received about Frontier Communications. (3:03)

About one week after the Attorney General visited Rochester, WHEC reported Frontier Communications’ “old and outdated” equipment was directly responsible for taking a local radio station off the air for hours at a time. (1:10)

Several days after a windstorm in the Rochester area took away power to nearly half the metropolitan area, WHEC reports residents are frustrated waiting for cable and phone service to be restored. An investigation into utility infrastructure is now underway. (3:17)

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Genn
Genn
3 years ago

The way Frontier handled the transition over here on the West coast in California wasn’t any better. My neighbor has phone/internet/tv through Frontier and all three went out when Frontier took over for Verizon and it was out for weeks, when she told me about it I remember saying I was glad that all I have is a landline with Frontier – of course that went out on me late last year, you’d think that in the months since they screwed up the transition out here they would have made the effort to ensure all their equipment outside is in… Read more »

LG
LG
3 years ago

Frontier is a “locust company”. They buy up antiquated, outdated and obsolete infrastructure, then run it into the ground. They invest nothing into their acquisition, cut maintenance budgets and outsource employees where they can. When the acquisition finally collapses, they blame the lower level employees and dump the company, usually leaving customers with no service and people with no jobs. Frontier should be banned from acquiring any new territories or businesses, and made wholly accountable for their misdeeds.

Genn
Genn
3 years ago
Reply to  LG

Well, I suppose that’s one way for Charter (Spectrum) to get me signed up for their phone service – Frontier failing, abandoning landline customers who then have to settle for whatever they can find.

I mean, if I didn’t want to have the ability to buzz people in at the HOA front gate I suppose I could get rid of the landline, but turns out it’s kind of important to have.

jamesjimcie
jamesjimcie
3 years ago

I truly would favor Ajit Pai’s FCC giving the euthanization death penalty punishment being weight down to Frontier Communications with the euthanization death penalty punishment meaning Frontier can no longer get to exist as a telecommunications company anymore as the unfortunate true only last resort to end Frontier’s out of control reckless outrageous behavior to by abusing and misleading all of their customers and wanting to get too big, and also the unfortunate true only last resort to allow all the communities that are served by Frontier as the ILEC wireline telephone provider to build out their very own fiber… Read more »

Reed
2 years ago
Reply to  jamesjimcie

Very upset customer I am they have abused me from beginning to end from when the tech who came to install my cable knocked over my television and did not report it to his company we witnessed him knocking over my television and we reported it right away because the television was not working correctly after that. They also gave us the wrong package that we were quoted and even though we recorded the conversation and let them hear but the rep Miss lettuce nothing happened we were just stuck with that package. The manager came out to my house… Read more »

John
John
3 years ago

I live in a town in upstate NY with Frontier as the POTS servicer, I can attest the last time the poles were replaced(that they own) was…..1973.

Chad
Chad
3 years ago

I worked for Verizon in WA State. We were purchased by Ftr in 2010. Everything actually went pretty well compared to the Cali, Tex and Fla of recent. That is until 1 year later when we went off Verizon systems *we were allowed to use for a year or so* and onto Frontier systems. I’m talking internal systems. This is when it started going down hill. Verizon systems worked. Frontier systems did not and still as of 12/2016 do not. I left the company in 12/2016 through an ISP because FTR declared a “surplus” in my work group. You know… Read more »

Jay
Jay
2 years ago
Reply to  Chad

Chad’s take on this is the most accurate post I’ve read so far.

Reed
2 years ago
Reply to  Chad

Best I ever heard
I’m tired of Frontier

Vickie Reedy
Vickie Reedy
2 years ago
Reply to  Chad

My Frontier repair person told me how slow the data speed was, therefore causing failing or intermittent videos, and dropped internet signals.
It is so nice to go to WiFi of friends without Frontier.

Disgruntled Employee
Disgruntled Employee
3 years ago

I’m currently an employee for Frontier and the only reason I’m still here is because this is the best paying job I’ve ever had. However, it’s also the most mis-managed job I’ve ever worked for. The training here is horrible. We get emails on changes in processes and are forced to teach each other on how to do whatever change was implemented. Also, Dan McCarthy has been blaming others, while sending us emails telling us how great of a job we’re doing. It’s all rose-colored glasses when its an email from Dan. He’s delusional and a snake. Will do anything… Read more »

Amy
Amy
3 years ago

What a bunch of crap frontier got rid of a
1000 “low level employees” then tripled work load of those
Left and took away a small bonus of about5-8k
Yet upper upper management still got compensated
Upper had no business taking loans to purchase
Anything.

Former Employee
Former Employee
3 years ago

I worked for Frontier at one time and was an employee of one of the companies Frontier purchased. When I worked as an employee of the original telco, we had one of the most robust networks around. Frontier came in and bastardized the company. They chopped great people who were highly talented and knew how to do the job. They should have taken lessons from us as to how to run a cutting edge phone/technology company. Instead, their egos and upper management paychecks came first. Soon after that I was caught in a round of layoffs and lost my job… Read more »

Lynn
Lynn
3 years ago

Do NOT forget the $5.5 million a year that the CEO / Daniel J. McCarthy gets in salary. Chief Executive Daniel McCarthy President and CEO 401 Merritt 7 Norwalk, CT 06851 [email protected] Can also try [email protected] Name and Title Daniel J. McCarthy President and CEO $5,447,116 Kathleen Q. Abernathy Senior Advisor and Former Executive Vice President, External Affairs $2,285,681 Cecilia K. McKenney Executive Vice President and Chief Customer Officer $2,614,065 John M. Jureller Former Executive Vice President and CFO $2,981,741 John J. Lass Executive Vice President, Customer Operations $1,490,449 Steve Gable Executive Vice President and CTO $1,940,538 R. Perley McBride… Read more »

He's kidding right?
He's kidding right?
3 years ago

… This company has the absolute worst systems for putting through sales and correcting billing that you could imagine…. the technicians are woefully understaffed…t it is not uncommon to miss a customer’s install or repair multiple times with no recourse for the customer for their wasted time or days… in markets where Frontier is the only choice they jack up the prices because they know you can’t do anything about it… they actually use congestion as a reason that they’re Fiber speeds are slow even though fiber is a dedicated line . to each house and should never have a… Read more »

Upset employee
Upset employee
3 years ago

Wow it hurts to see that you blame the employees for the downfall we are the ones sitting there and having to explain and fix the customers service. Due to bad lines and service outages we are the ones hearding a earful putting our jobs first to make your customers happy so they can stay with us. Fix the poles and outside lines and this problems would not exist. We work our butts off putting in overtime not being able to see our kids and you. Blame us this is very upsetting.

Lee
Lee
3 years ago
Reply to  Upset employee

I have Frontier and my lines going back to the dslam are all underground. I doubt they would go back to hanging new lines on the electric poles, and they sure will not spend the money to put in new underground wiring.

At the other end of my road Frontier has a T1 line they inherited from Verizon that serves a cellphone tower. Later they put in a fiber optic line for the cellphone tower. They will not hook up any residential customers to either of those systems.

Newer Employee
Newer Employee
3 years ago

Frontier is a joke but I’m getting $20 an hour to sit on Reddit while turning off people’s internet. The training is almost non-existent and we aren’t even able to communicate with the majority of customer service because they are all vendor reps without access to Skype. The reason everything is so far behind is they tried moving all these jobs out to India and when employee backlash blew up in their faces because nobody could communicate clearly with the new reps they said okay we’ll bring it back. Couple of months later we’re right back in India hiring contractors.… Read more »

Somewhat Perplexed
Somewhat Perplexed
3 years ago

“Frontier CEO Blames Employees”

I didn’t see anything supporting that, anywhere in the article. Implying that’s the case because bonuses were cut is disingenuous at best.

Blamed Employee
Blamed Employee
3 years ago

Dear Somewhat Perplexed, Mr. McCarthy told the employees that we were ‘a company that is paid for performance and we did not perform Q4 of 2016’. He’s including the employees in that statement when it was he and his minions that made the horrible financial decisions that put the company in the state that it’s in.

Disagree with McCarthy
Disagree with McCarthy
3 years ago

I was an employee of a real Telco corporation and my state was sold to Frontier. There is no training for employees. We have to teach ourselves and each other. There is no management, because there never has been a clear, concise strategy to maintain our plant much less expand our plant. Customers are only important until the contract is signed, then they are just a number, regardless whether commercial or residential. The very employees McCarthy blames, care. They care about the customers, constantly inform management about the bad plant, and want Frontier to succeed, but this falls on deaf… Read more »

David Bystrack
David Bystrack
3 years ago

What about all the problems in Ct ??? They still can’t get my bill fixed and billed me $476.00 for there mistake.They just took the money from my credit card?I would like the money back.

M.vincent
M.vincent
3 years ago

The things I could tell you about this company. If I ever see there ceo ill slap the piss out of him. It’s not his employees. It his companies ethics and managment. To do everything they can including putting suffering customers last and even not repairing there stuff because it save them money. I worked there I can write a book about everything bad and the 1 good thing about this company. But it may take me till my death to finish. The only good thing about this company minus a few bad apples is there frontline employees that do… Read more »

Cindy
Cindy
3 years ago

How has class action lawsuits never been filed against them? I dumped them 2 weeks ago, it’s so nice to actually have internet again! Frontier would speed test under 1 Mbps download speed. How can they get away with lying about what your getting, then deliver garbage?!

Jennifer
Jennifer
3 years ago

Don’t like Frontier? Share my letter I wrote last Fall to the CFO. They never responded or acknowledged. Nor did they ever send the promised $300 gift card. Maybe you need to stage your own “Undercover Boss” and go & see what is truly happening in your company. Put your management in the field in the trenches. John M. Jueller CFO/EVP Frontier Communications 401 Merritt 7 NORWALK, CT 06851-1000 10/15/16 Dear Mr. Jueller: I was in the newswire business for 12 years with PRNewswire & GlobeNewswire. As a new customer of Frontier in Florida let me give you an idea… Read more »

Lynn
Lynn
3 years ago
Reply to  Jennifer

The CEO makes $.5 MILLION a year in salary!

rontier Communications

Mr Daniel McCarthy CEO

Email [email protected]

Telephone 203-614-5299 (Direct)
Switchboard 203-614-5600
Website http://www.frontier.com
Soci

Former Employee
Former Employee
3 years ago

I was let go back in 2013 after working for Frontier for a little over 7 years. The only reason why I stayed for so long is because I needed to support my family, and I worked from home. Frankly, I hated the job from 2010 to 2013. I hating telling those customers “I apologize for your inconvenience. Let me give you $25.00 off your bill” and a month later the issue is still there. And then to make matters worse the company wanted us to SELL more services, even though the ones the customers currently had were SH**! When… Read more »

Frontier Employee
Frontier Employee
3 years ago

As a frontier employee in Florida, I can honestly say our problems began way before Frontier came along. In my opinion, it started with Verizon, and Local 824 Union reps. We all knew Verizon didn’t want copper wireline or FiOS plant anymore, but we were pulling in tons of cash for Verizon. Verizon had managed to sell off every piece of real estate that wasn’t absolutely necessary for business operations, and some that were. Our Union sat back while Verizon gutted the workforce, and closed or moved entire departments. Finally The Union forced a bad contract down our throat under… Read more »

Angela Ehlers (Former Employee)
Angela Ehlers (Former Employee)
3 years ago

Wow, talk about pointing the finger! Employees are the backbone of your business, without them, you don’t have a successful company. How about looking at the underhanded tactics of upper management? I seem to remember a certain land acquisition that took place 7 years ago in Fl that which caused a huge uproar since the land was owned by the CEO of the company at the time and was rented to Frontier to build the Deland, FL call center. The whole point of that transaction was to move Frontier away from the unionized wages here in the MN call center… Read more »

Patricia L Nichols
Patricia L Nichols
3 years ago

First, I would like to say that I was a 24 year employee with GTE/Verizon/Frontier until I was laid off in 12/2016. For the most part, I enjoyed my career within telecom. When we 1st learned of the 1st “merger” between GTE & Bell Atlantic, everyone was ecstatic but nervous of the unknown. It didn’t take long for the newness to wear off and jobs started to go in a building that had held over 1300 people at one time. We made it thru the Verizon years but not without bumps along the way. Then came the sale to Frontier.… Read more »

Phil MyNuts
Phil MyNuts
3 years ago

I agree IBEW local 824 lead by business mgr is worthless. They cut deals that doesn’t benefit the employee and then raise the union dues when the company cuts techs. Guess he is trying to get to the international just like the last 2 out of 3 business mgrs did. I also don’t clearly where employees are to blame in the article.

annoyed employee
3 years ago

Yes this is all the employees fault. The employees acquired Verizon, the employees cause the outages and service problems, the employees decide prices, and the employees have a say in anything in the company. How about the CEO gets on the phones and tried to explain to the customers that the reason Frontier is doing terrible right now is because Frontier tried to grow to fast and they were just not prepared for the Verizon customers. Frontier cares to much about getting new customer then helping current ones, because so many people left Frontier is trying to get them back… Read more »

Jill
Jill
3 years ago

Comcast, with all their faults and crappy software applications is giving me 161 Mbps down and 12 up for $50/month with the WiFi router/modem. Glad I am not stuck with Frontier.

Customer
Customer
3 years ago

Wow…crazy…

Ex GTE/Verizon/Frontier Employee
Ex GTE/Verizon/Frontier Employee
3 years ago

Frontier LOST 20 years of my training records. So I spent hundreds of hours on line (during Frontier’s work days, out in the field somewhere) retaking phony exams, studying phony training programs. Any management support would shrug it off, as “the cost of doing business”. Kick ’em to the curb. Erase thier qualifications, destroy what little morale that was left. It was about two LONG years before taking what was left of my investements & RUNNING away. I had a time keeper who changed my timesheets every time i worked overtime, which was pretty much ongoing as nobody else was… Read more »

Jim
Jim
3 years ago

wow…hard to read this comment thread but as a shareholder it is important to hear from the employees…just so we all know the complete picture I will give the other side of the story as an investor into this company…I call this expose’ “the anatomy of a short sale” and it begins in 2007…2007 the SEC voted to remove the “short sale tick test”; 2008 the zero interest rate policy is enacted by the Federal Open Market Committee; 2009 FTR announced signing of a purchase agreement with Verizon with more than 7 million access lines, 8.6 million voice and broadband… Read more »

Lynn
Lynn
3 years ago
Reply to  Jim

The Frontier CEO makes $5.5 MILLION a year in salary!

All of the senior executives make BIG salaries at Frontier….

rontier Communications

Mr Daniel McCarthy CEO

Email [email protected]

Telephone 203-614-5299 (Direct)
Switchboard 203-614-5600

Michelle
Michelle
3 years ago

Let me make it easy. The whole problem currently in a nutshell is the management. If we had the days back of: Berney Heiler (RIP Berney), Rob McCoy and Tom White there would be no problem. Those men were the “Masters” of Telco. Therefore the split would have never happened.

Ruud Vullers
Ruud Vullers
3 years ago

It’s about time they start refunding their customers for all the time they are not offering phone/internet service. It’s unheard of to still keep sending bills as if they are providing the service they promised. The amount of damage they are doing to businesses that need to rely on phone/internet service is incredible.

BobInIllinois
BobInIllinois
3 years ago

Yes, Michelle….The old GTE management look like corporate geniuses compared to Frontier’s .

Lynn
Lynn
3 years ago

Here is the PROBLEM: THE CEO MAKES WAY TO MUCH MONEY! $5.4 MILLION DOLLARS A YEAR. Daniel J. McCarthy Executive Compensation As President and CEO at FRONTIER COMMUNICATIONS CORP, Daniel J. McCarthy made $5,447,116 in total compensation. Of this total $981,251 was received as a salary, $0 was received as a bonus, $0 was received in stock options, $4,455,065 was awarded as stock and $10,800 came from other types of compensation. This information is according to proxy statements filed for the 2016 fiscal year. President and CEO FRONTIER COMMUNICATIONS CORP View local and national averages for salaries $5.4 MILLION $981,251… Read more »

Unhappy FTR customer
Unhappy FTR customer
3 years ago
Reply to  Lynn

This ceo guy is just fighting over money. Typical ego maniac. When the chips are going down, grab up as much gold as you can muster. Even if it means throwing the actual soldiers to the wolves. Blame it on the soldiers after sending them to work without even the basic tools needed to do the job. I’ve worked with a few like him. On a lower scale but just as wicked & unreasonable. When ya screw up, blame everyone around you. That’ll fix it. I would yank his pensions, stocks, …. all of it. Have security escort him out… Read more »

Annoyed Employee
Annoyed Employee
3 years ago

I really used to proud to work at Frontier. The environment was really nice and there was opportunity for growth. I switched to sales last year taking chats, 2 chats at once by the way…. so customers reading this please understand we have to do a lot of multi-tasking. Not only 2 customer chats at once but many times you have to chat other departments to fix and issue and the customer is waiting and waiting because you have to wait on the other departments to fix an order. The ordering and billing system looks like it is from 1990.… Read more »

Annoyed Employee
Annoyed Employee
3 years ago

forgot to mention the insane amount of statistics used to track us….

all tracked by computers,

schedule adherence
close ratio for sales
revenue per chat
sold broadband and tv units
availability percentage
bathroom breaks have to be under 6 minutes a day total
must take 30 chats per day

we are under a MICROSCOPE.

Annoyed Employee
Annoyed Employee
3 years ago

amount of account activations versus account disconnections
SURVEY scores must be 7.5 out of 10 or else your bonus check is cut in half, literally 50% of what you should make off of your sales for that month. please have mercy when chatting and giving us agents all zero’s.

the list of stress goes on and on

Annoyed Employee
Annoyed Employee
3 years ago

Frontier is the MOST GENERIC nasty POOR and incompetent telephone service business in the whole USA. I was ‘transitioned’ but was not even alerted, told, emailed or called…..go figure! I have now learned what a bunch of undereducated pathetic and cowardly idiots they have working for them. Their English is poor and they’re skills are not even up to reasonable par with other businesses. And to see how these idiots are crunching up the keyboard and not even knowing what the hell they are doing is just the last straw. They were charging me 80 plus dollars just BECAUSE…..when I… Read more »

Front iersucks
Front iersucks
3 years ago

#AlmostHeaven
Frontier in WV
2017-06-06 18:30:20
download: 0.483Mbps upload: 0.208Mbps ping: 218ms

Lee
Lee
3 years ago

Phone line dead 4 times in last 2 months. Third time tech said was cut at neighbors yard pedestal. Fourth time this Sunday I went to neighbors to check. Mowed line in half. Now I see why always went out on Sunday the day they mow the lawn. Followed the wire. The line is underground until it reaches a small stream then there is an areal line over the stream then back underground. Seems the underground section from the areal pole to the pedestal in the neighbors yard is bad. Solution was areal line over the road tied to a… Read more »

jenn
jenn
2 years ago

due to hurricane please help me. I don’t know where else to turn. I have talked to no less than 12 people. from Verizon, spectrum electric company and 8 from frontier. we were hit with hurricane irma and it knocked down cable lines that spectrum and electric company said are from frontier/verizon. verizon said they sold out to frontier and don’t service florida. I just need help getting these lines fixed. I don’t want my kids trying to play with them. no one will help me. I was told to cut them myself but they are attached to utility poles.… Read more »

Gilbert L Moss
2 years ago

Sir:
I have a ptoblem. In May 17 I switched from sat internet o Dsl. This was done whithin. I did not return the Sat equment sone eeugkt (my spelling is not all that good) anyway. I was billed for the equipment to the sum of $479.20. It was confirmed that it had been returned, I asked for the returne of that money, hower=ver an addi

Terri
Terri
2 years ago

The employees literally lie to customers.
They must be trained to lie.

Pissed Employee
Pissed Employee
2 years ago

Its all lies the company will fail within 3 years, I work for Frontier, its micromanagement is killing productivity along with its stealing bonuses, 800 a month health insurance thats the cheapest. It upper leadership is out to protect itself not employees or customers. Looks lot like @home before they failed. Used to be proud of what it was striving to be until the greed, and bad decisions started, CEO blames us but interally they sent out good job emails, two faced liars. If your disabled Vet they will make every excuse to get rid of you. No integrity worse… Read more »

EJ
EJ
2 years ago

The June quarterly cycle will be a real test for the company. They will have to pay double dividend in the form of preferred stock dividends and normal stock dividends. On top of that preferred stock will turn into 1.3 of normal (I think that is the transition). Look for more job cuts about this time to cover the dividends cost as they are quickly running out of cash on hand money. They have to keep the dividend so don’t look for a cut in that unless they absolutely have to. You are probably correct that will fail sooner then… Read more »

Neal Murphy
Neal Murphy
2 years ago

Frontier isn’t alone. Fairpoint fared just about as well when they bought Verizon’s residential systems in ME, NH and VT.

Why do I get the idea that telcos unloaded systems knowing that the infrastructure was crumbling? And that the buyers overlooked the crumbling infrastructure. An old adage may apply here: “The bitterness of poor quality lingers long after the sweetness of low price has faded.”

A customer
A customer
2 years ago

When you take care of your people, they take care of your customers and are loyal to the company! When you have happy customers they stay a customer and tell all their friends and family and then the customer base increase, profits go up! Wealth is shared! No brainer! Good business! When you hire outside help they do not work for you, only a paycheck! When you have skilled workers they get it right the girst time! When you provide good service, people pay for it -and when you don’t they won’t pay! Sounds like The CEO is getting rich… Read more »

C Hines
C Hines
2 years ago

How bout my phone went out on Sunday and they’re telling me it will be 4/11 before they can maybe get it fixed. I live in a very rural area with no cell phone service. What do I do in case of an emergency? Our lines are always going out, many times over the last three years. I received one credit in that span. I can’t be without my phone for a month. Frontier customer service is terrible, unfortunately I have no other choice. I pay 150.00 for my internet in addition to my phone service. Internet is very slow,… Read more »

EJ
EJ
2 years ago

What area do you live in? Are you in the area that is affected by the strike? That long of a wait time for phone service is generally not okay. They should in the very least be able to get you phone service. I now some areas are running pretty thin on techs, but 4/11 is not an acceptable amount of time for phone service. As for your DSL I am sure it isn’t great even when it is working. Hines the time is a coming hopefully when hopefully wireless and/or a Co-op will be your salvation. I foresee 2020… Read more »

DL
DL
2 years ago

The frontier service is suck that you can’t imagine. I made 4 times appointment with them and they never show up or call. Yes, their service is so terrible plus the customer phone services is suck too. They have no knowledge or skill to what they suppose to do or answer. They are not even try to help their customers. If you don’t need their service, don’t need to waster your time.

James
James
2 years ago

In the beginning I was hopeful of Frontier a good review but I just zcan’t do it.. we switched from comcrooks recently oct. ’17, the phone reps screwed things up several times I immediately noticed Frontier is just like the other greedy corporate pigs that spend every second conjuring new ideas to charge us customers like how Frontier repackages commercialized cable channels comcast doesn’t bother with because it blatantly tells people you are cheap. We were told many times we locked in triple play package 150/150mbps up/down fios, tv-internet-phone for 2 years for $90 per month, only we never paid… Read more »

Jon
Jon
1 year ago

I just got back from a day in the hot sun PICKETING these thugs, who actually convinced the people running the annual Hermosa Beach, CA beach volleyball tournament, that they should be one of the sponsors! An amazing opportunity to stick their own s–t back in their faces. I made four hand-made signs on cardboard telling my ugly story and Frontier’s ugly story, and positioned them for all to see! Frontier’s young employees in their red shirts didn’t like it one little bit! They were disappointed when the cop told me to move only 100 feet away from their booth… Read more »

Gayle Conversion
Gayle Conversion
1 year ago

My name is Gayle Anne Wehner-Foglesong.To McAdams! Watch your mouth! You do not blame anyone but yourself. I know everything and I want my money now!
Tell them why an Attorney General is sniffing around! Tell them! And am getting copy of that meeting with Starbucks to take to Our Court of Last Resort!

CAN YOU HEAR ME YET!!

Ric
Ric
1 year ago

They are not losing out because of their employees, they are losing out because they offer low speed, unreliable, and substandard service. If they didn’t have a monopoly in many areas, bankruptcy would be likely.

Mark Wilkinson
Mark Wilkinson
1 year ago

This is a nightmare. Life was good until Verizon sold us to Frontier. Our service has been cut off twice for non-payment of an “non-returned equipment” fee for equipment that the tech told us was still the latest available and was therefore not replaced. Billing has been informed on 5 occasions now by customer service but somehow cannot make the problem go away. Their processes either seem to be opaque to them or they are just overwhelmed by customers equally as irate as I am and they have given up. I think this is why monopolies were outlawed.

Consumer Advocates
1 year ago

A former employee just sued Frontier over the 401(k) plan–says the plan lost around $100 million from being too heavily invested in Verizon stock. Whatever you think of class action lawyers, some justice would be nice. More info: 855-425-2775, [email protected] or http://www.consumeradlaw.com/frontier

Peter
Peter
1 year ago

I made three appointments over a period of three weeks … the tech serviceman never showed … and they never contacted me to tell me why. When I called them each time to ask why they didn’t come … I was told that I had cancelled the appointments the night before??? I never cancelled any appointments!!! They also sold me a high speed packet that was supposed to increase my internet speed to 24 (mg or mm?). My grandson tested my computer and said I am only getting a speed of 6 (mg or mm?). When I told them that… Read more »

Malinda Villamil
Malinda Villamil
1 year ago

I called Frontier Communications on 4/10 to request a New Battery Backup battery for my FIOS. I received on 4/17 a case for D Cell batteries and charged $30.00? I called on 4/21 requesting the correct square Battery in which after speaking for over an hour and a half it was supposedly ordered correctly. On 4/23 I received another $30.00 D-Cell Battery case???? I called on 4/23 and was passed around to several departments/people in which when I requested a supervisor, I would be put on hold, or told there was no supervisor, even a customer service person tried to… Read more »

Lee
Lee
1 year ago

One of two possibilities exist. The person you talked to was not correct that would happen, or they are correct and that would happen. It appears they can not deliver the 9 mb download speed you did have. I consider it outright fraud to sell you the 24 mb service when it is not possible to deliver it. Pricing should be on what they can physically deliver. Many people will not be able to get the speed they sell because of line noise or distance to frontiers equipment from your house. It seems their business model is sell a speed… Read more »

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