Meeting Frontier

Discussion in 'TiVo Bolt DVR/Streamer' started by NightmarePatrol, Apr 2, 2016.

  1. NightmarePatrol

    NightmarePatrol Member

    62
    2
    Oct 11, 2004
    Tampa Bay
    I guess tomorrow I'll be getting back on the phone and trying to get the ball rolling on this. The FiOS DVR isn't the worst thing in the world and when paired with a chromecast we have all we need except the FiOS DVR doesn't work 100 percent as expected. Sure it's better than what the other terrestrial based operators offer, but it's not the TiVO my wife wants. I sure wished Frontier routed their calls better or would have boned up the whole staff on what they are now supporting.
     
  2. Jawa78

    Jawa78 New Member

    8
    0
    Dec 16, 2008
    Call this number 1.866.511.1523 office of the president they can have a Tier 2 tech call you if you still having issues.
     
  3. NightmarePatrol

    NightmarePatrol Member

    62
    2
    Oct 11, 2004
    Tampa Bay
    Call 1
    So I called again today. First a I got a CSR claimed to know what I was talking about, but could not help me, so they transferred me to someone who could help. That CSR said they could not help me but would get tech support on the line who would be able perform this herculean task. But first they had to verify my phone number, billing address, shoe size and how I take my coffee. So In the mean time I had burned up 25 minutes of my time and no tech support. Then the CSR came back on the line and said she was going to process my order. I made sure that she was ordering the 017 card. After another 10 minutes on hold she came back and said she could not complete my order and had to transfer me to the sales department. Then I reached an IVR system that would not read the tones from the phone. I was trapped in. I even tried the backup corded wall phone, no dice. There's 45 minutes down the tubes.

    Call 2
    So I called ... again. waited through 15 more minutes of stick-your-head-in-the-oven elevator muzak before someone finally came on the phone. Finally after talking to two more people for 30 more minutes I had to get transferred to customer service. Then they told me to call a different number.

    Call 3
    I called yet another toll free number and went through the motions and finally got someone on the line that knew what I was talking about, but he was in tech support and could not actually place an order. So I got transferred to another person who transferred me to someone else (read more awful hold music looping endlessly) Finally I reached someone who could help. Card ordered!

    I spelled my name, repeated my phone number and last 4 digits of my social at least 20 times today.


    Jeez!
     
  4. SomeRandomIdiot

    SomeRandomIdiot New Member

    1,200
    1
    Jan 7, 2016
    Considering all the issues my friends who work at Networks in LA where Frontier just took over from Verizon are telling me about, not the least of which, TVE and most VOD Channels missing, the transition is a giant Cluster F.
     
  5. NightmarePatrol

    NightmarePatrol Member

    62
    2
    Oct 11, 2004
    Tampa Bay
    I'm just happy I actually got it taken care of. I ordered my 1TB Bolt last night from Amazon. They're down to $309.99 there at the moment in case anyone is interested.
     
  6. NightmarePatrol

    NightmarePatrol Member

    62
    2
    Oct 11, 2004
    Tampa Bay
    Well, my bolt arrived today. The cable card shipped out yesterday from Frontier.

    So it's two day delivery from Amazon and two day shipping from Frontier.
     
  7. thedtm

    thedtm New Member

    7
    0
    Apr 14, 2016
    So far Frontier just isn't quite there yet..

    So I ordered the bolt off amazon for $255, then it went down to $232 and luckily I was able to price match. I get my bolt and order the CableCard from Verizon. I have FIOS TV/internet in Fontana, Southern California. The card comes AFTER the switch to Frontier, so I tried to activate it... no luck because my account wasn't in there system.. so I checked daily, and on the 11th I could finally link my Verizon account, so I call....

    The first person (from the Philippines tech support) thought I was trying to add a WiFi card even after much explanation... that was an hour wasted on Tuesday. She gave me a different number to call, 1-877-547-9768 for FIOS Support. I called that night when I got off work and with this number I got US tech support.
    Managed to pair the card, then the tivo got internet connection and decided to update and take an hour so I hang up. Afterwards I can see my channels, but I get a V52 error now. I call again later and get a great guy that was former TWC and actually knew what a CableCard was (he had used several for HTPC-DVRs). He managed to re-pair it, but has me go check the ONT, and my ONT had no video light. He told me he couldn't help, but to call back during the day an have 2 "codes" added to my account, FIDS1, and FIDS2 so that the proper video signal will be sent to my box.

    I called back the next morning, they can't even lookup my account with their account number... Takes 10 minutes for them to find my account every time.. so I finally tell the CSR I need these codes added an the line drops.. so I call back again.. same thing happens. I have t-mobile and was using wifi calling.. I think my internet has been very flaky since the switch, I only notice with my t-mobile cell though since that's all I have time to use.

    I call back after work, CSR wont add codes but goes through the whole process again... had to keep putting me on hold to talk to tier 2 support. I mention the codes again an again, but they don't listen.. They have me take out the card while they delete and re-added to their system (which she tells me locks up when she does it), had me reset my modem, reset my ONT, and I always get the same error.. V52. The CSR tries to open a ticket, but it crashes her PC, then she has a ticket but no "date". She talked to 2 different tier 2 people... no one cares about these "codes" I have.

    I wanted to watch Kobe's last game so I just hang up at 7:40pm in a total pissed off mood. Luckily I have my parents DTV username and a way to airplay the video to my TV. Thankfully the game was entertaining..

    Not sure where to go next, but I think Frontier needs a bit more time to figure out the cable cards...
     
  8. NightmarePatrol

    NightmarePatrol Member

    62
    2
    Oct 11, 2004
    Tampa Bay
    Call this number, that's where I reached they guy who could activate a card, but could not order one.

    877-600-1511

    As a side note, our phone went out the other day. I called on my cell and the CSR wanted me to go out to the ONT and plug my phone in. I told her I had a cordless, she told me "that will work." She was right, but I wasn't about to go through hauling extension cords out and go through that exercise. The phone started working later that day anyhow. I'm actually concerned for when there's a real network problem and I need to speak with someone in L3 or L3. It's going to be fun...
     
    Last edited: Apr 14, 2016
  9. larrs

    larrs Movie Fan-Addict

    1,028
    6
    May 2, 2005
    DFW
    I'm in the Texas FiOS market that Frontier acquired and I have been watching Bolt prices carefully thinking of upgrading, but this is going to make me wait. I had enough difficulties when I had a Roamio exchanged under warranty and had a hell of a time getting the cable card re-paired by Verizon- I can only imagine what would happen with Frotier right now. I guess I will wait for the dust to settle.

    Luckily I have a couple of other choices with good deals in this market and only 6 months left on my contract. I am hopeful this is just growing pains. I have had one outage in two years with FiOS and I'd hate to leave. We'll see.
     
    Last edited: Apr 15, 2016
  10. NightmarePatrol

    NightmarePatrol Member

    62
    2
    Oct 11, 2004
    Tampa Bay
    As soon as I get my cable card I'll let everyone know how it all went (or didn't)

    For now I live in anticipation of the brown truck pulling up out front.
     
  11. Grinner21

    Grinner21 New Member

    7
    0
    Sep 29, 2015
    I jumped on the $232 Amazon deal for the Bolt, upgraded it immediately to 2TB, and am currently transferrring all my shows (which transfers all the suggestions as well!).

    I just called Frontier CSR to see if there is a specific number to call to re-pair the cable card when I switch it out of my Roamio. The CSR was clueless and wanted to send ouit a tech to do it. I insisted that it could be doine over the phone in 5 minutes but she didn't understand. I gave up.

    Thanks for that number, I'm in Tampa Bay too. I'll probably do it tomorrow as my shows are taking a long time to transfer over. I'll keep you posted.
     
  12. NightmarePatrol

    NightmarePatrol Member

    62
    2
    Oct 11, 2004
    Tampa Bay
    I started my quest for a cable card on April 1, 2016

    I finally got my cable card ordered April 10 and got an order number from Frontier.

    I ordered my Bolt and mini on April 11

    I got my bolt and mini on the 13th

    I've been trying to get a tracking number for a week now from Frontier for my cable card.

    I finally got someone on the phone who was helpful (that's one in about 20) After a lot of back and forth and hunting around she found the detail on my order. Frontier had ordered me... a phone.

    On the bright side she tells me it's being delivered tomorrow and that I need to refuse the shipment so I don't get stuck with a phone I don't need or want.

    So she proceeded to look up cable cards. Can't find them, says they may be unsupported in my area. She tells me to wait and she wants to get to the bottom of this. After a while she comes back on the line and has it figured out and proceeds to (I hope) actually order me a... cable card. Sadly I am informed she has no way to overnight so I have to wait probably another week to get it.

    Additionally she escalated this to management so that cable cards are visible to the sales people by default.

    So Erica on Ohio.. I finally got a rockstar rep at Frontier. If I get a cable card out of this you get all the credit!

    Y'all are going to have to wait another week for the next installment of the saga.
     
  13. thedtm

    thedtm New Member

    7
    0
    Apr 14, 2016
    I tried this number... that was an epic failure ... the CSR thought something was wrong with the "cable"... ummm my old receiver works fine so NO...
    The CSR had no idea what a cable card was.... I told her what it was... "i'll have to send someone out". I had someone at the door so I just hung up...
     
  14. NightmarePatrol

    NightmarePatrol Member

    62
    2
    Oct 11, 2004
    Tampa Bay
    Wow, that's odd. I'm stating to thing these numbers all route to the same place. The all have the same sounding IVR menu with the same options. I suppose it's possible we're just getting put through the paces, but I really don't see how that would help.

    The fact that it took me 18 days to actually get a cable card ordered is telling.
     
  15. ogmiguel

    ogmiguel New Member

    2
    0
    Apr 20, 2016
    I’m In a similar situation, former Verizon fios customer in California and now frontier communications customer. The transition has gone well , no down time on any of my three services. The only drawback has been, trying to add a cablecard to my account for new tivo bolt. Took several calls to cs/sales department and finally on 4/11 found someone that understood what a Cablecard is and could place an order for one.

    I placed my order for a new cable card on April 11 and received a call on the 12 from cs, Denise informed me that there was a problem with my order and that she was calling to make it right and would make sure it would ship out. Yesterday April 20, I received a cable card via UPS, In the box was a cable card (Arris 514517-017-00) and a order sheet with no activation code inside. *

    Does anyone know if can activate the card without a activation code?
     
  16. JoeKustra

    JoeKustra in the other Alabama TCF Club

    18,190
    3,250
    Dec 7, 2012
    Ashland, PA...
    It's the right card but you don't do the activation (provisioning), your cable feed does. When you plug it in, the pairing screen should appear with the codes you will need. The serial number should be written on the back of the card.
     
  17. ogmiguel

    ogmiguel New Member

    2
    0
    Apr 20, 2016
    Thanks! Whent through the pairing process with Frontier and they said can be up 24hrs for it to complete.
     
  18. JoeKustra

    JoeKustra in the other Alabama TCF Club

    18,190
    3,250
    Dec 7, 2012
    Ashland, PA...
    That's either good or bad. It should take effect while you are on the phone, but they might have a third party doing it. From previous posts, a third party can't make things worse.
     
  19. measel

    measel New Member

    26
    2
    Dec 17, 2015
    I'm in Texas and didn't even know the switch over happened. After reading all this I'm glad I got my cable cards back before the switch.
     
  20. pwlcheng

    pwlcheng Member

    62
    0
    Dec 6, 2007
    May I have the details about the pairing process? Do you need to call them on the phone? and if you do, care to share the phone number here? Thanks !!
     

Share This Page