Frontier customers complain about down phone lines
Several Frontier Communications customers in Indio are complaining about an outage for home phone service. Some people say they have been having problems for weeks.
“There is so much more to enjoy with Frontier, really, I don’t think so,” said Dom Summa who was reading an advertisement mailed to his home from Frontier.
Summa lives in the Sun City Shadow Hills community in Indio. For almost a month his home phone service was going in and out and for several days the line was completely dead. Other people who live in the neighborhood have been complaining online of similar problems with Frontier.
“A lot of my neighbors, they don’t have a cellphone, they have security issues and they can’t rely on Frontier to provide phone service,” said Summa.
Summa said trying to get the problem fixed was exceptionally difficult with Frontier’s customer service.
“Even if you get through to somebody, they tell you they will call you back.The woman I talked to on Sunday morning said she would call me back. It’s been Monday and Tuesday and I haven’t heard anything. So they are not following up, they are not focused on customer service,” said Summa.
Since Frontier took over for Verizon in our area KESQ and CBS Local 2 have done multiple stories on issues the company has had providing services for its customers. Javier Mendoza, a representative with Frontier, said over the phone their system indicators show phone service should be operating normally. He said the company did have a hardware problem on Monday, but that was repaired by 7 p.m.
“Every customer situation is unique, so we would ask anyone who could be experiencing service issues to please call Frontier so we can work with them to troubleshoot and resolve their specific case,” said Mendoza.
“It’s not unique. Unique means it is one person, that’s what unique means. When you see all the complaints this neighborhood has posted about Frontier and their lack of service, not just on Monday, these phones were out Friday, Saturday, and Sunday, completely dead,” Summa said.
Other people in the neighborhood said they are having the same problem and their phone lines were down as of Monday evening. But they are receiving calls from Frontier telling their customers problem has been fixed.
“I got an automated call that said the service had been fixed and I picked up my phone and I still have a dead line,” said Joann Skinner a Frontier customer.
After calling Mendoza back he said the company will be sending a technician to the area to figure out what the issue could be. In the meantime customers are exploring other options.
Frontier’s 24-hour customer service numbers are 1-800-921-8101 for residential customers or 1-800- 921-8102 for business customers. Customer support tools can also be found on Frontier.com including live chat, a support wizard and 24-hour contact in over a half-dozen languages.
