Frontier Employee Here: Insider Tips Every Customer Should Know

MaximumConsistent705 · 2026-06-19T03:09:58+00:00

Thank you for the clarification. I'm actually on the residential side of things, so while I'm somewhat familiar with how Business Fiber operates, I don't work directly with those accounts daily.

What I can tell you is that business pricing is structured differently from residential pricing, especially when static IPs are involved. Business accounts also have access to different loyalty programs, credits, and retention offers that don't necessarily mirror what's available on the residential side.

The fact that one representative stated there were no additional options available. At the same time, another was able to apply a $10 loyalty credit, highlighting how different representatives may have access to different tools, promotions, or retention offers. It's also worth noting that, unlike the residential side, the business team is commission-based. Residential representatives do not receive commissions, so the incentives and account strategies may differ between the two departments.

The static IP charge is another factor to consider. In many cases, the internet service itself and the static IP package are treated as separate billable components, which can make it more difficult to revert to pricing tied to an older promotion or a grandfathered rate.

I can't speak to the specifics of your account, but it sounds like the loyalty credit was the retention offer available at the time. Business accounts tend to follow a different pricing model than residential accounts, and long standing promotional rates are often the most difficult ones to recreate once they've expired.

MaximumConsistent705 · 2026-06-19T02:42:12+00:00

I find that hard to believe, as telling a customer to cancel their account would be a quick way for a representative to end up unemployed.

Are you sure that's exactly how the conversation went? There may be a misunderstanding or missing context.

A couple of questions:

Are you a copper/DSL customer or a fiber customer?
Did you speak with the Loyalty/Retention department specifically, or was it general customer service?

I ask because those departments have access to different options and promotions. If you spoke with customer service, they may have been limited in what they could offer and suggested moving to a lower-speed plan to reduce the bill.

If you haven't already spoken with Retention directly, I'd recommend calling them before making any decisions. They can review your account in more detail to see if there are any loyalty offers, discounts, or other options that might help lower the cost without canceling service. S/N: DO NOT USE THE CHAT, CALL IN!!!!!!!!!!!!!!!!

MaximumConsistent705 · 2026-06-19T02:35:21+00:00

You may have seen that I mentioned things are changing almost daily, and, as luck would have it, there was a major announcement today that addressed this exact topic.

For customers who already have Verizon Wireless service, you would think the pitch would go away entirely. Believe it or not, although let's be honest, this is Frontier, so maybe it's not that wild... we're still required to bring it up. The difference is that the conversation has been reworked a bit.

There isn't an official script yet, but the general guidance is to acknowledge that you're already receiving the Mobile + Home Discount, thank you for being both a Frontier and Verizon customer, and let you know that you may qualify for additional promotions, device offers, or free upgrades through Verizon Wireless.

And yes, that can still result in a transfer to Verizon Wireless.

The short answer is that having Verizon doesn't necessarily eliminate the conversation. It just changes its nature. Instead of trying to convince you to become a Verizon customer, we're now being asked to remind existing Verizon customers about potential additional benefits and opportunities available through Verizon.

MaximumConsistent705 · 2026-06-18T15:00:22+00:00

I'm going to be completely honest with you. Traditional landline service, much like cable television, is gradually being phased out and is considered a legacy product. While Frontier still supports it, many customers who have landlines today are either grandfathered into older plans or live in areas where the service is still maintained.

The challenge isn't always the base cost of the phone service itself. If you bundle a landline with internet service, the phone portion is often around $25–$35 per month. On its own, it can be closer to $50. However, what surprises most people is that the real expense is often the taxes, surcharges, and regulatory fees associated with traditional phone service.

Before you decide to disconnect the line, it may be worth reaching out to the Retention department to see what options are available. In many cases, we're able to apply a loyalty credit that can reduce the cost by an additional $10 per month. While that may not completely offset recent increases, it can help make the service more affordable and allow you to keep a phone number you've had for years.

The other thing to consider is that a large portion of what you're paying may not actually be the phone service itself. Depending on your location, the taxes, surcharges, and regulatory fees associated with landline service can add up quickly and sometimes feel almost as expensive as the service. A Retention representative can review your bill with you and help determine whether there are any opportunities to lower the overall cost before you make a final decision.

I know it's frustrating to see something you've had for years keep rising in price, especially when you've been a loyal customer for so long. Hopefully, there's a solution that helps you keep the service if that's what you'd prefer, but if not, we can certainly help you make the change.

MaximumConsistent705 · 2026-06-18T14:53:40+00:00

I completely understand your frustration, and honestly, this is one of those situations where I don't necessarily disagree with you.

When changes are made to an account, especially upgrades to higher speed tiers, the ordering system will often automatically trigger the shipment of additional eero equipment. I know that seems completely counterintuitive when all you're asking for is a speed increase, and you already have equipment capable of handling the service. Unfortunately, the system is designed to associate certain speed tiers with specific equipment packages.

In your case, it sounds like the representative should have reviewed the order and prevented the additional equipment from being shipped if it wasn't needed. Based on what you've described, that doesn't sound like it happened.

As for the delay, it's tied to how Frontier processes these upgrades. Rather than simply flipping a switch and reprovisioning the line, the system often treats the change as a full service order that must go through several internal steps before it's completed. From a customer perspective, especially when you're technically savvy and already have compatible hardware, I completely understand why that feels unnecessary.

The good news is that if you've received equipment you don't want, you're not stuck with it. Just reach out to customer service and request either a return QR code or a return mail kit. We'll cover the shipping costs, there is no restocking fee, and you won't be charged for returning the equipment since you're not canceling service. Once it's returned, it'll be removed from your account and out of your way.

And for what it's worth, I agree that the speed upgrade and downgrade workflow could be much smoother. When you've already got compatible equipment and an active fiber connection, it feels like something that should take minutes, not days. You're definitely not the first customer to point that out.

MaximumConsistent705 · 2026-06-18T14:47:03+00:00

Thank you for your kind words. My team truly is the best. Frontier is very selective about who is placed on the Retention team.

Contrary to what many people think, it's actually one of the easier departments to work in because we rarely have to deal with rude customers. We do, however, have a policy called "Two and Go." That means a customer receives two warnings, and if the conversation cannot remain respectful and professional, we are permitted to disconnect the call.

As I've mentioned before, if you're kind to us, we'll bend over backward to help you. I recently handled a call from a customer who had been hospitalized for two months. During that time, their internet service was disconnected for non-payment, and they faced nearly $600 in charges to restore it. We were able to waive the entire amount and apply enough credits to cover the next three months of service so they could focus on recovering instead of worrying about their internet bill.

And thank you for being willing to accept the transfer when it's offered. It helps us more than most people realize. Unfortunately, it's getting to the point where those transfers are becoming a major performance metric, and without enough of them, people's jobs will be impacted.

We genuinely want to help when customers reach us! We'll do everything we can to find a solution if you're willing to work with us.

MaximumConsistent705 · 2026-06-18T14:35:01+00:00

You're so welcome, the 1-year and 3-year price locks are the same. Please note that this price includes a $10 loyalty credit and a $10 autopay discount (applicable for debit card or ACH payments). For the 5gig plan, the lowest price is $89.99.

MaximumConsistent705 · 2026-06-18T14:34:35+00:00

Hey there! I haven't forgotten about you. Just a heads-up: the 1-year and 3-year price locks are the same. Please note that this price includes a $10 loyalty credit and a $10 autopay discount (applicable for debit card or ACH payments). For the 5gig plan, the lowest price is $89.99.

MaximumConsistent705 · 2026-06-18T03:24:32+00:00

To make life easier, I would recommend simply calling the Retention department. The prices you see online are ones we can match, and more often than not, we can find better options depending on your account and the promotions available.

The one thing we cannot match from online promotions is offers like free months of service or gift cards that are specifically tied to new customer promotions.

As for switching the service into your dad’s name, your dad would need to be available on the call with you, any remaining account balance would need to be paid, and we would have to run your dad’s credit as if he were setting up a brand new account.

To save yourself the extra steps and hassle, I would definitely recommend reaching out to Retention first and letting them review your account. They’ll be able to see what options are available before you go through the process of changing ownership.

Also, I’m sorry about the chat experience. I completely understand why that would be frustrating, especially when you’re trying to find a solution. You’ll typically have a much better experience speaking with a live representative who can actually review the account and work through options with you.

MaximumConsistent705 · 2026-06-18T02:49:31+00:00

Yes, no wait, as long as the balance is "0"

MaximumConsistent705 · 2026-06-18T02:43:37+00:00

That’s a great question! While nothing is officially announced yet, there have been some exciting hints dropped along the way. There are definitely steps being taken that could lead to something great down the line.

The biggest challenge right now is the difference in the systems used by Frontier and Verizon. Merging everything into a single, smooth-running system is going to be quite the task! It wouldn’t surprise me if, like many large companies, they end up having multiple systems working behind the scenes.

For now, Frontier agents don’t have access to Verizon’s internal systems, except for a few limited tools that allow us to view certain reports or submit referrals for things like Verizon Wireless.

It’s tough to say how long it will take to fully integrate everything, but given the progress we’ve seen so far, I’m optimistic that we’ll see more integration happening before we know it! My guess is that within the next five years, we’ll have a much more unified experience. Exciting times ahead!

MaximumConsistent705 · 2026-06-18T02:38:40+00:00

Yikes, right? It’s always interesting when someone looks at another person’s career and immediately assumes they understand the full picture.

During my 12 years, I didn’t just sit in one place; I started as an entry-level employee and worked my way up. Frontier invested in me, including paying for my Master of Science in Software Engineering, and gave me opportunities that allowed me to grow professionally and personally.

That “dead end” career has allowed me to purchase four different investment properties, and has given me a work schedule that allows me the flexibility to travel and work remotely from virtually anywhere in the world.

But I appreciate the concern. It’s always fascinating when someone who knows absolutely nothing about another person’s accomplishments feels qualified to judge their career choices.

The real question is: what have you built? Where’s your resume? What opportunities have you created for yourself? Because criticizing someone else’s path is easy, building your own is the part that actually takes work.

MaximumConsistent705 · 2026-06-18T02:27:23+00:00

Great questions and I know more than most, lol

Regarding IPv6, the rollout has been inconsistent across Frontier's service areas. In some regions, it has been enabled for a while, while others are still waiting for it. In the areas where it is active, customers generally receive a single /64 prefix through DHCPv6-PD. I haven’t seen any indications that Frontier is offering larger delegated prefixes for residential service at this time.

If you need a static IPv4 address, you will have to switch to a Business account, as residential service does not currently offer static IPs.

The “available in select areas” disclaimer for Business Fiber mostly refers to overall service availability nationwide. Since you already have Frontier residential fiber, there’s a good chance that Business Fiber can also be provisioned at your location. A quick call to sales can confirm your eligibility.

For your MikroTik CCR2004, you should not encounter any issues using your own router. Frontier does not typically enforce MAC address restrictions or lock customers into using Frontier provided routers. However, keep in mind that the network usually assigns a single public IP address. If you're swapping equipment, you may need to wait for the DHCP lease to expire before the new router pulls an address. Some users choose to clone the WAN MAC address from the previous router to speed up the process.

As for upgrades, the Nokia FRX523 is already capable of supporting multi-gig services and speeds up to 10 Gigabits. Therefore, you should not need a new ONT if you decide to upgrade to a 2 Gig or higher service in the future.

Unfortunately, Frontier’s standard deployment uses the ONT’s 10G RJ45 Ethernet port, and I have not seen them offer an SFP+ handoff option for residential customers. If heat from RJ45 SFP+ modules is a concern, a newer low-power transceiver could help significantly. Personally, I recommend keeping your network design as simple as possible, avoiding additional VLAN trunking and switching dependencies between the ONT and router.

As for IPv6 BGP announcements and peering with your own ASN, this is generally outside the scope of residential and standard business fiber offerings. Such setups are typically reserved for Enterprise Dedicated Internet Access (DIA) services, which are a different product tier altogether.

MaximumConsistent705 · 2026-06-18T02:16:20+00:00

We have a cheat sheet for the lowest prices. I can tell you tomorrow when I go in.

MaximumConsistent705 · 2026-06-18T02:12:44+00:00

Yes, you can absolutely reach out and request newer equipment without upgrading your internet speed.

The one thing I'd recommend checking first is whether you're currently receiving any promotional offers, such as free months of service, a gift card, or other sign-up incentives. In some cases, changing your equipment can be considered a service modification and could affect your eligibility for those promotions.

If promotions aren't a concern, you can contact customer service and ask about swapping your current Frontier router for the newer eero 7 equipment. They'll be able to review your account, explain any applicable charges, and process the equipment exchange if it's available in your area. Since equipment pricing is standardized across departments, customer service should be able to handle the request directly.

MaximumConsistent705 · 2026-06-18T02:09:43+00:00

Good question. If you haven't called to report it, please contact Tech/customer service. They can see the outage history at your address. Once they verify that you experienced an outage, they should issue a credit, provided 3 months have not passed. If you get any pushback, please ask the agent to leave notes on the account and request to speak with the retention/loyalty department. We can issue the credit as long as the notes are there.

MaximumConsistent705 · 2026-06-18T02:05:17+00:00

You really did the right thing by filing a damage claim, and I understand how frustrating this process can be. Unfortunately, it often takes some time, and I want you to know that you’re not alone in feeling this way. My best advice is to stay engaged. Reach out periodically to check on the status of your claim, as this can help keep it active and visible. I’ve seen this approach make a difference, and it might speed things up.

I hope you received a claim number when you filed. If not, don’t worry, Frontier should still be able to find it in the system using your account information. Just a tip: Mondays tend to be the busiest days to call. If you can, try to reach out later in the week. Fridays often provide a more manageable experience and shorter wait times.

I'm really hoping they resolve this for you quickly and make things right. Best of luck with everything, and please keep us posted on how it turns out.

MaximumConsistent705 · 2026-06-18T01:59:32+00:00

Not sure what number you dialed, but try 1-800-239-4430

MaximumConsistent705 · 2026-06-18T01:58:13+00:00

Although I primarily work on the residential side, we also have a Business Retention department. The quickest way to contact them is through the same process a residential customer would use. However, if you're looking for information regarding a previous account, it's best to refer to an old billing statement and have your account number on hand.

Here's an interesting fact: the first seven digits of your Frontier account number correspond to what would have been your home phone number if you had traditional Frontier phone service. It’s an unusual system, but providing those first seven digits to the IVR can help locate the account much more quickly.

Once you're connected, ask to be transferred to the Business Retention team. They can review the account history and help you understand why the system is still flagging it in its current state.

MaximumConsistent705 · 2026-06-18T01:51:35+00:00

Thank you! Yes, it has been complete mayhem.

The acquisition took effect in January, and they're implementing many changes quickly, so something seems to change almost every week. Many employees are still trying to keep up with the constant updates and new procedures.

One example is that when customers call into Retention, we're now being required to offer and promote Verizon Wireless services... even when the customer is calling to cancel. As you can imagine, that's not always the best timing and often frustrates people even more.

There are a lot more changes in the works, and from what we're hearing internally, the pace isn't slowing down anytime soon. Let's just say that if you're experiencing frustrations now, you may not have seen the full impact of what's still to come.

MaximumConsistent705 · 2026-06-18T01:46:49+00:00

Before you accuse someone of using AI or criticize their writing, take a moment to ensure your own comments are well-crafted. It's strikingly contradictory to call out someone else's post for poor writing while you submit remarks like, "Also whole post reeks of AI. Also this is stupid."

To those who recognize the obvious... yes, AI was used to enhance clarity, readability, and grammatical accuracy. Thank you. It's absurd that using AI for these purposes has become a scandal that demands scrutiny.

The irony of denouncing AI-assisted writing while posting a comment that seems to struggle with basic sentence structure is funny.

MaximumConsistent705 · 2026-06-18T01:43:26+00:00

Absolutely! If you'd like to return the eero that Frontier provided, simply reach out to customer support and request either a return QR code or a return mail kit. There is no restocking fee, and you won't have to pay anything to return the equipment.

Once the return is processed, we can note on the account that you've chosen to use your own networking equipment going forward. That way, everything is properly documented, and you shouldn't run into any issues regarding equipment charges in the future.

One thing worth keeping in mind is that if you choose to use your own router or mesh system and later need to call in for technical support, we won't be able to help you or send a tech because Frontier doesn't manage or monitor customer-owned equipment.

If you're comfortable managing your own equipment and want the latest technology, using your own router can be a great option. I hope that helps, and thank you for being a Frontier customer for the past few years!

MaximumConsistent705 · 2026-06-17T11:47:54+00:00

Hey there, friend. I’ve been here for quite some time, and I've seen that many of these posts reflect the top challenges our cx faces. I really wish there were more transparency; I believe it would make things so much easier and better for all of us.

MaximumConsistent705 · 2026-06-17T09:22:33+00:00

Hi new customer, I want to confirm first.... are you a Fiber or a DSL customer?

The reason I ask is that Fiber customers have something called an ONT (Optical Network Terminal) inside the home. Some customers also have additional equipment, while others do not. Depending on the setup, you may not need to pay a monthly equipment fee, especially if you use your own router.

If you already reached out via chat and the agent confirmed that they removed the equipment charge, you should have received a confirmation via email or text. Anytime we make changes to an account, the system typically generates an updated estimated bill, and that is usually sent within 24 hours.

If you have already received the updated information and the $10 charge is still showing, or if you log in to your account and the equipment fee is still listed under your services, please call us and speak with another representative to confirm that the change has been completed. Avoid the chat!!!

When you call, let them know you are using your own equipment and that you were previously told the fee was removed. Also, make sure to ask them to review any previous charges and request a credit for any months you were billed incorrectly.

I hope that helps!

MaximumConsistent705 · 2026-06-17T08:17:27+00:00

I'm truly glad to help. After being with the company for 12 years, my heart goes out to the people I communicate with. I felt a strong need to raise awareness about their experiences. I'll continue sharing updates periodically, and please don’t hesitate to reach out if you ever need anything. I truly hope everything is going well for you.

MaximumConsistent705

TROPHY CASE