Frontier Broadband Connect Beaverton

Reviews 4

CH

Cheryl Rebsch

Frontier customer service is a stereotypical example of terrible service. Waiting on hold to speak to a human for up to 20 minutes, when you do get a person they are in another country. The girl who answered was really nice and really did try to help me and apologized that she had to keep putting me hold to speak to a supervisor. I felt sorry for her because she really wanted to help me but she had to keep putting me on hold to get a supervisor to, I guess, approve the answer she is giving???When she could not help me she transferred me to someone else ( I was still optimistic)and he put me on hold for nearly 15 minutes and could not answer my questions. When I started to get testy with him because nothing was getting done and he was not even trying to help, he transferred me AGAIN where I got a man I could NOT understand and the connection was terrible. When I had to repeatedly asked him "what? Can you say that again" " I cant understand you" he disconnected me. So I wasted 1hour and 15 minutes of my time mostly sitting on hold and speaking with "customer service" reps who do not have proper training and can only read "Q" cards to answer questions. WAIT, it gets better... my husband and myself drive to the ONE store we can find in ALL of Portland area and the ONE person manning the store can not help us. HE only sells the service. ONE person in a whole store..REALLY!!!! Now fast forward to today and I am on hold again with them after cancelling my service to see if I have to drive and hour to this same and ONLY store to return my equipment or if they can mail me a box to return equipment. Okay nice girl in India said this Beaverton store can not take returns.....REALLY!!!!!! Now transferred and on hold again to get customer service to mail a return box. Lets see how long the total time to achieve a simple request takes? This is some of the most inefficient customer service I have ever experienced. Total time 55 minutes and 26 seconds on my phone Time talking to a person maybe 6 or 7 minutes. So I wasted 48 minutes of my day to achieve a task that should only take about 2 minutes and should be handled by one person. I have more to say but I think I will write a letter to the company with my disdain for their lack of training and customer service practices. The one star is for the nice people who try to help, but cant.

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Keegan Clements-Housser

I hate Comcast. I utterly detest them. But you know what? God help me, I might be switching back to them. Thats how bad my experience with Frontier has been. So, for a year, my housemate and I have been experiencing two-to-three minute disconnects every other day or so, sometimes multiple times a day. Thats borderline unacceptable, but its only for a couple minutes, and as annoying as it is, the service is cheaper than Comcast and, well, its not Comcast. Mixed with billing errors and poor communication and generally poor customer service, weve been on the fence about jumping ship, but it hasnt happened yet. That may have just changed. 24 hours ago, our internet stopped working entirely. My housemate got on the phone with tech support. To say the agent was less than helpful is an understatement. It took them a solid hour to work through really basic things (turning the modem off and back on again, rebooting it from their end, etc.), partially because the agent kept using company jargon that meant basically nothing to us - and were both pretty tech-savvy people - in combination with vague descriptions and instructions. The other part of the delay stemmed from the agent putting her on hold for long periods of time, just to tell her that they couldnt even figure out where our service was supposed to be connected. Eventually, an hour into the call, they had the idea to look at the service in the area. Unsurprisingly, there was an outage on their end. Why it took an hour to check this, I have no idea. Anyway, that accomplished nothing. My housemate called them several more times to no avail. Often they would accidentally(?) hang up on her. Many times they still didnt know about the outage, because apparently outages arent noted somewhere central where agents can see. Brilliant. After several disconnected calls and several circle runs, my housemate finally got them to agree to send out a tech to check the problem... two days from now. 72 hours after the outage started. This is 2015, not 2005. Many people, myself included, work remotely from home. A 72-hour outage for no explicable reason in good weather is nowhere even near the realm of acceptable. Guess its time to go back to the abuses of Comcast - because at least Comcast is relatively stable when it comes to service.

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BR

Brady Wilhelm

Used Frontier for almost 3 years and the internet was always spotty. The technician actually told me that we should buy our own router as the one they supply is known for issues. More recently we requested to disconnect our services at the end of our next billing period, just over 30 days out. The customer service rep instead disconnected our internet the next day. The next person I talked to insisted that our internet was working. My wife called later in the morning and was told we had been disconnected, but not to worry as they would turn it back on in the next half hour. 2.5 hours later she spoke with another representative who stated that the previous rep misspoke and that they needed authorization from the primary on the account. I then called back and was told they would charge us a new customer fee to turn back on the services. After another 2.5 hours on the phone fighting additional charges, being passed from one department to another and getting very different stories, we finally gave up. In the whole process we have talked to 17 different customer service representatives and supervisors. We then took advantage of the "Chat" function to get in writing that we would not have any additional balances or cancellation charges on our account, which was verified by the rep. We also verified that our auto pay was turned off and our banking info was removed. Today we were charged a disconnect fee and learned that the autopay was still enabled. Back on the phone again! I learned that aside from using the chat function, they will not email written confirmation of anything and do not have their own extensions. There is no way to get back to a rep you spoke with previously. In summary, stay away from frontier. Their reps are incompetent and they clearly do not care about creating solutions for customers.

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Remy Delplanche

Working with Frontier communications has been such a nightmare! We have had our account since before frontier had taken over Verizon. We recently had been experiencing slow internet and our phones were disconnecting while on the phone with people. Very frustrating issues because we are a medical office and need to have access to internet and have it working in a timely manor and also our phone line being messed up we were losing tons of calls a day. We called to have a tech come take a look and possibly change out our box. On the scheduled they were supposed to come out we didnt have anyone show up. We called and they had cancelled our appointment so they said sorry and rescheduled for 3 days later. 3 days later once again no show on frontiers part. We called again and they informed us that someone had come out to check the phone line in the back and didnt bother to come inside and check on the box for internet. So once AGAIN we had to schedule a appointment for someone to come out days later. Finally a tech showed up and connected a new box and said everything was good and left. We checked and we had NO internet after he came out. Called them back and spent the next hour on the phone trying to trouble shoot with us. We have 5 computers in the office and we got 1 up and running while on the phone so they said that was all they could do for us. Absolutely ridiculous if you ask me! Talked to a manager and same story. 1 computer up and running and they wouldnt help us any further. We had to call a tech and have someone from another company come out and fix everything. After 4 hours of no internet we finally had our computers running again. But i hope anyone who is thinking about getting services threw frontier look at other companies first. Total Nightmare!!!!!

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