Frontier FIOS Frustration

Discussion in 'TiVo Coffee House - TiVo Discussion' started by James Murray, Mar 3, 2019.

  1. James Murray

    James Murray New Member

    Mar 3, 2019


    An update everyone! After almost exactly a month, my FCC complaint has received a response -- and an underwhelming one at that. A representative from "Executive Relations" called Tuesday from Frontier and left me a voice message. The message conveniently cut out just as she started to leave a phone number for me to call her back. She called back again this morning, asking me to call her back again, but this time made no attempt to leave a phone number. I called Frontier's CS line, but was told they could not connect me with anyone in Executive Relations. My only option is to wait for another call. In the second voice mail, the Executive Relations person stated "We usually do not offer cable cards here. They are on an honor, do not offer basis." Then she went on to state all the things that don't work with CableCard -- not helpful at all.

    I will post again, once I have actually spoken to this representative.
  2. Wil

    Wil Unknown Member

    Sep 26, 2002
    "Honor do not offer" is acceptable. They have a record that they contacted you twice and you did not respond.

    Very clever work on their part, just treading the line. Knowing Frontier very well, probably just by accident rather than design. BTW if you ever do get a cable card, their service works pretty well.
    Bigg likes this.
  3. krkaufman

    krkaufman TDL shepherd

    Nov 25, 2003
    Not at all. File another/escalate the FCC Complaint.
    fcfc2 likes this.
  4. James Murray

    James Murray New Member

    Mar 3, 2019
    Good news everyone! I did finally receive a written response to my FCC complaint, and was able to speak with a representative from "Executive Relations". She took my information, and was friendly on the phone. She said that the CSR who insisted he could not take their DVR off my bill will receive "training". This has been quite a ride, and resulted in much loss of sleep. Thanks everyone for your advice and input.

    PS - It was lucky that the post office delivered the written response to me successfully. It was addressed to Texas, but I live in California. Thankfully, the zip code was correct. If this whole thing isn't an indication of an effort to silence me, then it is certainly an indication of incompetence.
    tim1724 and krkaufman like this.
  5. Wil

    Wil Unknown Member

    Sep 26, 2002


    "And we would have gotten away with it, if it weren't for that meddlesome post office."
  6. Bigg

    Bigg Cord Cutter

    Oct 30, 2003
    Yeah, no way they could do that on purpose. Frontier is utterly and totally incompetent. They can't function at all up here in CT (ex U-Verse).
  7. Mark Flo

    Mark Flo New Member

    Feb 9, 2003
    Los Angeles
    After going back to FIOS I had the same problem. On the forth call the rep filed out some paperwork and I was good to go in about 15 min.
    The other three call I hung up after 1 hour each time. I think you just need the right CSR.
    I was going crazy but now it is handled.( I hope)

    Mark F.
    Bigg likes this.
  8. miketx

    miketx Active Member

    Sep 22, 2005
    I have the G1100 with 75/75 service. No problems.
    I also had "Prime" TV for years with problems. I cut the cord last year.....and hopefully won't go back based on these problems. Frontier is very hard to deal with on the phone. I've had multiple internet issues and never make any progress. I just reboot my whole system (OTN, router, all Tivos) and move on.
    krkaufman likes this.
  9. fcfc2

    fcfc2 Well-Known Member

    Feb 19, 2015
    And the saga continues, I have been fighting the $11 DVR charge for months and months, finally I was told that the only way they would be able to remove the charge was to first send me one and then when I returned it, they would be able to take it off. I agreed, but about a week and a half later, I received a DVR, a cable box, and one of their Arris routers. I started to call to get a return shipping took 3 tries and almost another month to finally get the return box. Another 3 weeks or so go by and a CSR reported he could see my returned equipment and the now 2 boxes would be removed from my account. Then, I wait till the next bill and sure enough, the 2 boxes were removed from my bill.....however, suddenly there was a $10 charge for the "FiOS TV Quantum Enhanced Experience". Another call explained that this charge was for the "service" I had with the Frontier "Quantum" boxes which, of course, I did not have. After twice trying to get a CSR to be able to remove this charge without it automatically repopulating resulted in yet another FCC complaint. Just yesterday, I got a call from some poor guy in the Executive Relations Department and after stuttering and stammering away in one of the most pitiful apologies you could imagine finally explained that of course there was a way to remove this charge but the CSR's just didn't know that and he would get someone to do exactly that...right away.
    The thing is these folks are not just incompetent, someone higher up is actively giving them bad information and instructions. One of the CSR's who had actually try to help me, actually read portions of a memo regarding the Frontier folks who were part of the CA, TX, and Fl takeover from Verizon were the targets of these new charges.
    Bigg likes this.

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