Frontier Communications — Local services in Palo Cedro

Frontier is the worst internet company I have ever encountered, bar none. I have gone for months with 4 hours or less connectivity at 1mbps at best, most often 0.5. Eva's advice to contact her via Twitter or Facebook for immediate assistance is a joke. I can't even log on most days much less waste my time with those frivolous social media platforms. More important is a weather forecast, wildfire alerts, email, taking care of personal business that must be done online, and news. I spend hours on the phone with technical support who follow exactly the same protocol every time even though it does no good, despite the fact I explain it each time and discuss how often I've done exactly as they describe. Eventually I am instructed to do a hard restart on my modem which effectively kills it. Then my local tech has to come to fix it, for which appointment reservation takes about a week, then he complains about the hard reset. When I ask what to do about that the reply is "that's sticky." The local tech also says nothing that can be done about my substandard connection. They also lie. The other day technical service told me that 6 people in my area were having a problem and it was being worked on at that moment. When I asked my local tech a few days later about the 6 customers he didn't know about such an outage. Another phone tech promised to put in a work order and would call me back in an hour with a number. He never called. The next day a subsequent phone tech said there was no work order and no notes from the previous day's person. Another day I waited 8 to noon for a service call. When no one arrived I spent more time trying to contact someone only to eventually be informed the service call had been cancelled that morning with no notice to me and that I needed to make another technical services call and endure the 90 minute protocol yet again in order to obtain a service work order. Frontier has no compunctions about sucking up my time if it can delay making any repair. I once asked customer service rep on the phone how to submit an official complaint. The person hung up on me. If there were an alternative in my rural area I would be gone. And that's the problem. We are captive out here if we want internet, so Frontier doesn't have to upgrade their equipment. I've even had a service tech tell me there aren't enough people living out here to justify spending the money to upgrade. Frontier is a disgusting money grubbing company who take advantage of their customers at any and every...

We had no idea who Frontier was when we purchased our house. We’d been happy Charter customers for many years and assumed they provided services where we were purchasing our new home. Sadly, we were wrong. Even setting up new service with Frontier was a fiasco. They said they’d be at our house between 8-5 on a Monday. No show; and long story short, I spent hours every day with them saying they’d be there the next day between 8-5 and they finally showed up on Friday. Then they said we only were getting a land line and no internet-according to their records we didn’t order internet, but luckily my husband went to school with the tech and he was able to make it happen. Frontier by far has the worst customer service (800 number) and unreliable connection. On a good day, we get maybe 1 mbps and our internet constantly drops. We’ve probably had 6-8 modems replaced by their techs and it never makes much of a difference. Frontier-welcome to the 21st century PLEASE provide internet service that actually works!! And I know that it’s possible-a Frontier employee (management) lives in Oak Run, MUCH further from town and very remote, has 20mbps with Frontier. (Yes, wishing for 20mbps is sad when we came from Charter with 60mbps min and now they offer 100mbps min. Having a few years of 1mbps makes you think 20 is a lot). The landline telephone connection is terrible too. Has a constant crackling noise and you have to wait when making a call for the line to connect. If you dial too soon-dead air. Call their customer service and they tell me my account doesn’t exist! Can’t find it by my account number, address, or even the phone number to the landline THEY provide service for. So they transfer me to management for whom I wait almost an hour on hold before being disconnected. I think they want you to give up so they don’t have to deal with you. And I’ve never been able to access the voicemail they provide- I gave up trying after so many calls to customer service and none of their setup options worked. The only reason we even get a tech to our house occasionally is because my husband knows one of them and when we just can’t take it anymore he calls and begs him to try to help. There’s only so much you can do when a company doesn’t upgrade infrastructure or have the capability to provide the services it offers and that we pay an arm and a leg for. I wouldn’t complain about the price if we actually had good,...

Despite advertising high internet speeds, it is nearly unusable in practice, as it's typically well below 10mbps, even falling below 1mbps during testing while writing. I often struggle to load basic pages, much less hold stable calls, and even getting to this page to write this review took nearly ten minutes. Services are also notably unstable, with outages occurring at least once or twice a month, made worse by the fact that none of their service technicians work weekends. This is made even more alarming when you remember they offer home and phone bundles to seniors, which are still subject to the high outage rate knocking out both services at once, and can often go on for multiple days without being serviced. Customer support is also extremely frustrating, as calling the available lines will only allow the caller to reach a poorly-configured automated response system that attempts to diagnose and resolve your problem itself before finally allowing the caller to connect to a representative. The worst of it is probably that Frontier is the only player on the field in my rural area. If we want an internet connection at all, we have to either go with Frontier, or drive 20 minutes to use someone else's. And given that this isn't really a choice these days, we're left with no other options than to just suck it up and deal with Frontier's slow,...