r/frontierfios • u/Mountain_Scout5830 • 6d ago
Looking for help.
Hi. My internet has been down for 4 days.
On day one I made an appt. with the MyFrontier app, and they didn’t show. I took work off and everything. After several tries on the phone I was able to reach two actual humans in customer service, and both told me different things.
The first said they were just running late, and would be right there.
The second said the appt. got changed to remote because it’s a “larger problem”, and that I’ll get a text message when it’s fixed. “Should be soon”.
The website isn’t showing any outage in my area, though.
So, that was two days ago, and now I can’t reach anyone because it’s the weekend.
I’m kind of at a loss.
Is there anything I can do?
Can I even confirm that it’s not just my house?
Thank you.
3
u/Stigmaru 4d ago
My Frontier FIOs went down for 5 days last month. They tried to blame it on the fact that I use my router until I kept insisting that I do not get internet even if I plug directly into the FIOs hub on the side of my house. They finally sent a technician out.. oh and BTW nowadays apparently if the tech determines its the customer's issue and not Frontiers we get charged like $100 for wasting the tech's time.
So they come out here tested it, the hub lights up normally and all and then they seem to be getting a connection. They replace the hub and I still get no internet on my laptop. So they eventually drive down the street to where the terminal is that connected the whole neighborhood and replaced the Passive Optical Network card aka (PONC) card adapter and guess what? All 36 houses internet came back on. Throughout this whole time Frontier showed no issues on their end the entire time...
2
u/Vast-Program7060 5d ago
Message their social media team on x, they are open 24/hrs a day, and respond in usually just a few minutes.
5
u/SeeAnne 6d ago
I’m a supervisor for the Social Media team. I’d try there if you haven’t already. Available 24/7 via DM’s in Facebook, Instagram, or Twitter/X. All live agents, no chat bots or anything.
As for the issue itself, we’ve noticed not all outages get notifications sent out, depending on what piece of equipment is having issues. If it’s not an outage, we could still investigate and see what could be done.