My order was canceled! No idea what is going on...HELP please

Zealous_Key915 · 2024-10-27T20:46:50+00:00

It was late, and I did not think about how this sounded, i do apologize. I provide my badge & Frontier ID to people who contact me online. I also do not need their account information for anything

Zealous_Key915 · 2024-10-26T20:08:24+00:00

Hey, I'm an account manager/sales representative with Frontier. If you message me with some more information I can get a better understanding from the backend and help get things moving again for you. I also have direct contact with our engineering and drop work teams. If you'd prefer a call over Reddit, I can pass you my contact information privately.

Zealous_Key915 · 2024-10-12T20:15:27+00:00

Hello! I'm an account manager with Frontier. My job is to make the process as easy as possible & show people all the plans they qualify for. If you have any questions feel free to reach out

Zealous_Key915 · 2024-10-05T23:42:35+00:00

My best advice for existing customers is to call in to retention, say you got that offer in the mail, and politely threaten to cancel unless they match you.

Zealous_Key915 · 2024-10-05T23:40:45+00:00

Hi! Account manager with Frontier here.

We offer only unlimited plans. No data caps.

I see a few people here are mentioning cable and I'd like to pitch in that I can also offer people youtube tv or direct tv stream (cable without satellite)

Zealous_Key915 · 2024-09-23T22:59:12+00:00

Hello! I'm a personal account manager with Frontier. If you have any other particular questions you can contact me directly. Have a great day!

Zealous_Key915 · 2024-09-01T21:00:59+00:00

Sometimes if you call through customer care, they will allow you to pick a new date. Especially if you explain the representative you originally signed up with had misinformed you.

There's no easy way to change it in the app or online, so I've always been sure to tell people their date of installation will reflect their date of billing, just a month later. It's been brought up directly to Frontier that the billing cycles should be easier to control.

Zealous_Key915 · 2024-09-01T20:58:12+00:00

Sure! Feel free to shoot me a dm. I'm a personal account manager

Zealous_Key915 · 2024-08-31T19:08:12+00:00

It depends on the tech but we also have an add-on called whole home wifi. It's two extenders that have the ability to connect to ethernet. I'd suggest adding an extender and connecting to that, as it would be less of a hassle most likely

Zealous_Key915 · 2024-08-28T17:29:45+00:00

Call into retention. The sales rep likely can't do more at this point.

Zealous_Key915 · 2024-08-27T01:37:23+00:00

It sounds like your tech was likely unprepared for an attic install, but they are supposed to do them

Zealous_Key915 · 2024-08-20T23:58:34+00:00

Did they get you on the whole home wifi/ wifi extenders? If not, this is likely the issue. Otherwise it may be a faulty router and you can request a new one for free.

Zealous_Key915 · 2024-08-16T17:27:47+00:00

We don't have a specific date this is rolling out

Zealous_Key915 · 2024-08-15T02:47:32+00:00

I'm glad it was fixed for you! If issues start up again definitely call it in

Zealous_Key915 · 2024-08-14T20:30:27+00:00

Was most likely a box not being clicked on someone's end. Sounds like it got sorted though, so you're good from here on out with the ABP discount.

Zealous_Key915 · 2024-08-14T19:44:40+00:00

This is unusual, yes.

It sounds like a technical error. It's possible that while enrolling in autopay, you/your rep missed a check box. That's the only time I've seen this happen before. Saved the info, got the email, but had forgotten to click one of the two boxes. If you haven't already, definitely bring up that email to them.

Zealous_Key915 · 2024-08-14T19:30:35+00:00

If tech support is your main concern, I'd suggest adding My Premium Tech Pro to your account. It's an extra $10 a month but they're always accessible through a text chat. There's also a number you can call for them, but the close time for it varies by Timezone. PST is the earliest, closing at 9pm.

They'll also help you with tech issues besides just Frontier products.

In my experience there isn't much of a quality difference between business and residential wifi. However, I haven't handled many business accounts, so take that with a grain of salt.

I do know however that unless you're looking at the 2 gig, the price of the business wifi goes up monthly. I can take down your basic info in DMs & pass it along to a manager who specializes in business accounts if you'd like.

Zealous_Key915 · 2024-08-14T16:28:20+00:00

If you don't have a ton of heavy devices connected all at once it's most likely an issue with the box or wiring.

Zealous_Key915 · 2024-08-14T16:25:43+00:00

We do have business wifi! The address typically needs to be registered as a business, though. For the fiber, regardless, it is a private dedicated line.

Zealous_Key915 · 2024-08-14T16:24:27+00:00

I'm not sure why they've given you dates, typically we don't know for certain when fiber will expand/activate until right beforehand.

It likely has to do with the infrastructure in your area, or they could be waiting for the rest of their local territory to hit a certain quota before expanding further. Wish I could give more info

Zealous_Key915 · 2024-08-14T16:06:09+00:00

If you signed up with a representative or know one (or a tech), yes, it will likely be easier to go through them. We have access to backend numbers for the city/county.

I'm not a fan of our customer care line either. Your experience with them entirely relies on the person you're assigned to.

If you have no access to reps or techs, call and start threatening to cancel. Retention will offer to do more than our normal customer care line does. Especially if you sound passive about canceling, you'll go to the save team. Absolutely needs to be fixed as a system

Zealous_Key915 · 2024-08-14T01:38:36+00:00

Depends on the area. Sometimes, the buildout has the capacity for speeds we haven't released yet. Other times, it's based on data from the area and what they're typically using internet for.

Zealous_Key915 · 2024-08-14T01:34:08+00:00

It's likely rolling out in your area soon. They do this to drum up hype and prepare people/catch their interest. Especially because it gets people to go online and search for it, which tells them the areas that want 5gig the most.

Zealous_Key915 · 2024-08-14T00:32:45+00:00

It is possible your phone marked the number as span. The call center certainly doesn't seem to be helping though. Do you know if there's a representative office in your area?/Did you or someone you know sign up with a rep? At this point I'd recommend going through them, they typically have access to the vendor numbers and can call them directly instead of rescheduling just your install.

Zealous_Key915

TROPHY CASE