Thank you for referring the complaint of [redacted] to our office for review We appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises that he terminated service with Frontier but was billed for service beyond the date of cancellation of his service Mr [redacted] advises that his account needs to be credited and the previous debt taken out of collectionsFrontier has investigated the above statements and offers the following response: Frontier advises that prior to termination, Mr [redacted] was billed and incurred charges through the end of his billing cycle.Frontier advises that since the customer cancelled service one day after the billing cycle ended, his account has been credited in full to a zero balance and is being taken out of collections Frontier left a message for Mr [redacted] on April 9, and advised him of the above information We trust that this information will assist you in closing this complaint We regret any inconvenience that Mr [redacted] may have experienced as a result of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I did not receive the call from the company or the voicemail that they said they left, I could provide phone recordscompany is just not trustworthy at allThank you Regards, [redacted] ***
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: [redacted] advises that he was billed for a router for months that he did not have Frontier has investigated the above statements and offers the following response: Research determined Mr [redacted] was billed for $for a router beginning July 1, 2015.Account records show on November 29, a credit totaling $for months of the router fee This reflects on bill date December 2, 2016.On December 20, service order completed removing the router effective October 15, The pro rated credits for the removal will reflect on bill date January 2, 2017.On December 21, credit totaling $was applied for the remaining credit due for the router charge This should reflect on January 2, A Frontier representative attempted unsuccessfully to reach Mr [redacted] A contact letter was sent December 20, We trust that this information will assist you in closing this complaint We regret any inconvenience that [redacted] may have experienced as a result of the above matter Frontier Specialist: Amy B [redacted] Department: Consumer Relations T
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] states that when her contract ended on her Frontier Satellite Internet she contacted Frontier and cancelled her serviceMs [redacted] states that she was advised by Frontier that she was responsible for removing the equipment from the roof and returning it to FrontierMs [redacted] advised that her husband is currently undergoing chemotherapy and would not be able to retrieve the equipmentMs [redacted] states that she was advised by Frontier that there would be a $fee for a Frontier technician to remove the equipmentMs [redacted] states she would like Frontier to remove the Satellite equipment without involving an extra fee Frontier has investigated the above statements and offers the following response: Frontier advises that a Frontier technician will retrieve Ms***’s equipmentFrontier advises that she will not have to pay the $fee.Frontier spoke with Ms [redacted] on January 11, and she confirmed that a Frontier technician did contact her and advised that he would be retrieving the equipmentFrontier advised Ms [redacted] that once Frontier has the equipment, the fee of $she was charged for not returning the Satellite equipment will be removedFrontier will be following up on this creditMs [redacted] is satisfied We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Ms [redacted] states that her internet was upgraded without her permission and disputes the higher monthly rate and $activation fee Frontier has investigated the above statements and offers the following response: Frontier investigated Ms [redacted] ’s account and found that her internet was changed to the new product codes when she added the Frontier Secure Identity protection This was a system error The new monthly rate is $more and charged Ms [redacted] a $activation fee.A Frontier represent applied a credit to Ms [redacted] ’s account in the amount of $for the activation fee and a onetime credit in the amount of $for the cost difference with the monthly rate and prorated charges A Frontier representative spoke with Ms [redacted] on November 7, to advise of the credits applied to her account and will honor her old monthly rate Ms [redacted] is satisfied and agrees to close this complaint We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Revdex.com:I do want to say that I was not contacted by Frontier Communications on December 7, with the resolutionHowever, I did receive a letter from CPA (the credit collection agency) on 12/7/stating that I still owed the $ In addition, I called Frontier times after that and no one returned my calls I just contacted CPA and confirmed what Frontier wrote in your email The agent told me that Frontier had contacted them on the same date as the letter they sent me stating that all I owed was the $ I have paid CPA and asked for a confirmation that this account has been paid in full I REALLY appreciate your assistance As I stated before, I have been struggling with this since mid August I just want to pinch myself to make sure that I am not dreaming that this is finally resolved! Thank you! Thank you! Thank you! I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
Frontier has investigated the above statements and offers the following response: Frontier reviewed and determined that no usage was present.Frontier issued an adjustment to the account to remove the charges based on the account review, adjustments will reflect in 1-billing cyclesFrontier spoke with Mr [redacted] who presented no further questions or concerns We regret any inconvenience that [redacted] may have experienced as a result of the above matter
5-3:36pm Called and spoke to ***Advised that his complaint did not provide the apartment number and could not find an order in his name He advised the order was under [redacted] and it has been installed and fine nowApologized for the issue.Records show order for DSL only completed 5-15-
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mrs [redacted] bringing this matter to our attention The Complaint states that: • Customer wants the early termination fee waived from her account• Customer wants compensation for the time they were out of service• Customer wants her account brought to a zero balanceFrontier has investigated the above statements and offers the following response: • Frontier has waived the early termination fee from the customer’s account• Frontier has issued credits onto the customer’s account bringing it to a zero balanceWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mrs [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises that his bill continues to be incorrect Frontier has investigated the above statements and offers the following response: Frontier states that they spoke with Mr [redacted] to apologize for his inconveniencesFrontier has adjusted his bill to reflect the correct balanceFrontier has set a follow up to verify that his next bill will be correct We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] They have admitted that we are on an over sold network and have even told me that they do not have the funds to currently upgrade or fix the equipment that we are currently onSo we are stuck with speeds at a fraction of what we are payingWe are paying for up to megs and currently are getting half a meg
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] disputes the amount of her monthly charges, and never received credit promised for trouble with video service Frontier has investigated the above statements and offers the following response: Frontier investigated account and found that the customer has already been issued credit of $for the time without serviceFrontier also found that the customer’s promotional pricing had not been activatedFrontier activated promotional pricing, and adjusted previous statementsMs [redacted] is satisfied and has been provided direct contact info for any further issues We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Revdex.com bringing this matter to our attention The Complaint states that: Ms [redacted] is disputing bills after disconnection Frontier has investigated the above statements and offers the following response: Frontier has credited $ to Ms [redacted] accountThis will bring her closed account to a zero balance.Frontier spoke with Ms [redacted] on January 22, and reviewed the aboveWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter
Frontier has investigated the above statements and offers the following response: Frontier advises Internet service speeds are based upon many factors, including network congestion, customer location (depending on the distance from Frontier’s closest facilities), customer equipment, and WiFi network interference Internet speeds may also vary over time Frontier recently implemented several system updates/upgrades in the network in the Spring Creek/Elko area, relieving the internet network congestion Frontier is planning further upgrades to the network in the Spring Creek/Elko areaGiven that many factors could impact the timing of an upgrade, we cannot guarantee any specific date for project completion Frontier periodically revises the products and services offered in each of our service areasWe encourage you to reach out to our Customer Services Department to ensure you are on the best package of phone, internet and TV services for your needs
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: There is a Frontier line down laying across the road she lives onThis line gets wet due to weather and cars are running over the line constantly This is causing her internet to operate poorly Frontier has investigated the above statements and offers the following response: Per the repair ticket that was completed, the line was hung overhead as an aerial lineSince then, I have been attempting to reach Ms [redacted] to ask if the internet is working correctly nowI have not been able to reach her, as there is no answering machine or answer when I callI have to close this complaint due to no response from Ms [redacted] We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that: Mr [redacted] states that when technicians go to his neighborhood to repair other customers service and they take him out of service this has happened on more than one occasion Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on January 18, and explained that the local area Manager has tagged his facilities so when the technicians go to out to repair other customer services his facilities stay secure to his address to prevent any service interruption We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the
Frontier CommunicationsComplaint Number: [redacted] Company Code: FrontierCustomer Name: Judy *** Phone: ###-###-####Thank you for referring the complaint of Judy [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention.The Complaint states that: [redacted] states she cancelled her service months ago and has not received her refund Frontier has investigated the above statements and offers the following response:Frontier’s refund policy is to issue a check after days from the date of service disconnection or termination This time period is required to ensure all outstanding charges or credits are posted to the closed account Frontier's policy also allows the account to cycle through its systems, thereby providing an accurate reading of the account Once the refund has been verified and processed it is made payable only in the account holder name and a refund card or check is send to the customer Any name disputes must be corrected before the account is closed.Frontier’s records indicate that Ms***’s refund is currently being processed in the amount of $and she should receive it within the next 10-business daysAn Frontier representative attempted to reach out to Ms [redacted] to discuss her case, but was unsuccessful in their attemptsWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter.Frontier Specialist: James N [redacted] Department: Customer RelationsTelephone Number: ###-###-#### Ext Fax Number: ###-###-####
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Crontoer needs to honor the orderIt is deceptive to Welcome me to Frontier, set up installation, & then not follow through with what was in the order Regards, [redacted] ***
Frontier Communications Thank you for referring the complaint [redacted] to our office for reviewWe appreciate his bringing this matter to our attentionAccording to the complaint: Mr [redacted] has been a long time customer of Frontier Communication A few weeks back his router stopped workingFrontier sent him a replacement routerFrontier technical support was unable to open a port through the firewall to allow remotely accessing his PC Mr [redacted] requests to make it so he can open ports through the router firewallFrontier does not allow the use of any other routers to be used with the Frontier service Mr [redacted] believes Frontier has a software issue with the routers and refuses to fix it Frontier has investigated the above statements and offers the following response: Frontier records indicate Mr [redacted] reported an issue with his router and port forwarding/opening of ports on November 12, Frontier attempted to assist in troubleshooting, and then replaced the routerFrontier technical support assisted Mr [redacted] in opening the ports requested on December 7, Frontier found no fault in the new modem/router provided The technician reported Mr [redacted] stated he was still unable to access his Plex server/service on his modemMr [redacted] ’s request for opening ports and interfacing with 3rd party software falls outside the scope of our basic technical support Mr [redacted] was offered a Premium technical support option (at an additional cost) and chose not to use itMr [redacted] ’s service with Frontier is a FIOS serviceFrontier does not support the use of 3rd party modem/routers Use of non-standard modem/routers may cause other unintended conditions that Frontier would be unable to assist with We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter Frontier Specialist: Brian M [redacted] Department: Executive Customer Relations
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThis took approximately hours of calls and replies but was resolved yesterday and I confirmed by phone conversation today It is sad that the original staff did not keep notes and the calls were not recorded, and that it took this much work to get resolution I greatly appreciate my new friend, Richard, in executive client relations who was patient and diligent to get a positive outcome Regards, [redacted]
Thank you for referring the complaint of [redacted] to our office for review We appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises that he terminated service with Frontier but was billed for service beyond the date of cancellation of his service Mr [redacted] advises that his account needs to be credited and the previous debt taken out of collectionsFrontier has investigated the above statements and offers the following response: Frontier advises that prior to termination, Mr [redacted] was billed and incurred charges through the end of his billing cycle.Frontier advises that since the customer cancelled service one day after the billing cycle ended, his account has been credited in full to a zero balance and is being taken out of collections Frontier left a message for Mr [redacted] on April 9, and advised him of the above information We trust that this information will assist you in closing this complaint We regret any inconvenience that Mr [redacted] may have experienced as a result of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I did not receive the call from the company or the voicemail that they said they left, I could provide phone recordscompany is just not trustworthy at allThank you Regards, [redacted] ***
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: [redacted] advises that he was billed for a router for months that he did not have Frontier has investigated the above statements and offers the following response: Research determined Mr [redacted] was billed for $for a router beginning July 1, 2015.Account records show on November 29, a credit totaling $for months of the router fee This reflects on bill date December 2, 2016.On December 20, service order completed removing the router effective October 15, The pro rated credits for the removal will reflect on bill date January 2, 2017.On December 21, credit totaling $was applied for the remaining credit due for the router charge This should reflect on January 2, A Frontier representative attempted unsuccessfully to reach Mr [redacted] A contact letter was sent December 20, We trust that this information will assist you in closing this complaint We regret any inconvenience that [redacted] may have experienced as a result of the above matter Frontier Specialist: Amy B [redacted] Department: Consumer Relations T
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] states that when her contract ended on her Frontier Satellite Internet she contacted Frontier and cancelled her serviceMs [redacted] states that she was advised by Frontier that she was responsible for removing the equipment from the roof and returning it to FrontierMs [redacted] advised that her husband is currently undergoing chemotherapy and would not be able to retrieve the equipmentMs [redacted] states that she was advised by Frontier that there would be a $fee for a Frontier technician to remove the equipmentMs [redacted] states she would like Frontier to remove the Satellite equipment without involving an extra fee Frontier has investigated the above statements and offers the following response: Frontier advises that a Frontier technician will retrieve Ms***’s equipmentFrontier advises that she will not have to pay the $fee.Frontier spoke with Ms [redacted] on January 11, and she confirmed that a Frontier technician did contact her and advised that he would be retrieving the equipmentFrontier advised Ms [redacted] that once Frontier has the equipment, the fee of $she was charged for not returning the Satellite equipment will be removedFrontier will be following up on this creditMs [redacted] is satisfied We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Ms [redacted] states that her internet was upgraded without her permission and disputes the higher monthly rate and $activation fee Frontier has investigated the above statements and offers the following response: Frontier investigated Ms [redacted] ’s account and found that her internet was changed to the new product codes when she added the Frontier Secure Identity protection This was a system error The new monthly rate is $more and charged Ms [redacted] a $activation fee.A Frontier represent applied a credit to Ms [redacted] ’s account in the amount of $for the activation fee and a onetime credit in the amount of $for the cost difference with the monthly rate and prorated charges A Frontier representative spoke with Ms [redacted] on November 7, to advise of the credits applied to her account and will honor her old monthly rate Ms [redacted] is satisfied and agrees to close this complaint We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Revdex.com:I do want to say that I was not contacted by Frontier Communications on December 7, with the resolutionHowever, I did receive a letter from CPA (the credit collection agency) on 12/7/stating that I still owed the $ In addition, I called Frontier times after that and no one returned my calls I just contacted CPA and confirmed what Frontier wrote in your email The agent told me that Frontier had contacted them on the same date as the letter they sent me stating that all I owed was the $ I have paid CPA and asked for a confirmation that this account has been paid in full I REALLY appreciate your assistance As I stated before, I have been struggling with this since mid August I just want to pinch myself to make sure that I am not dreaming that this is finally resolved! Thank you! Thank you! Thank you! I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
Frontier has investigated the above statements and offers the following response: Frontier reviewed and determined that no usage was present.Frontier issued an adjustment to the account to remove the charges based on the account review, adjustments will reflect in 1-billing cyclesFrontier spoke with Mr [redacted] who presented no further questions or concerns We regret any inconvenience that [redacted] may have experienced as a result of the above matter
5-3:36pm Called and spoke to ***Advised that his complaint did not provide the apartment number and could not find an order in his name He advised the order was under [redacted] and it has been installed and fine nowApologized for the issue.Records show order for DSL only completed 5-15-
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mrs [redacted] bringing this matter to our attention The Complaint states that: • Customer wants the early termination fee waived from her account• Customer wants compensation for the time they were out of service• Customer wants her account brought to a zero balanceFrontier has investigated the above statements and offers the following response: • Frontier has waived the early termination fee from the customer’s account• Frontier has issued credits onto the customer’s account bringing it to a zero balanceWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mrs [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises that his bill continues to be incorrect Frontier has investigated the above statements and offers the following response: Frontier states that they spoke with Mr [redacted] to apologize for his inconveniencesFrontier has adjusted his bill to reflect the correct balanceFrontier has set a follow up to verify that his next bill will be correct We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] They have admitted that we are on an over sold network and have even told me that they do not have the funds to currently upgrade or fix the equipment that we are currently onSo we are stuck with speeds at a fraction of what we are payingWe are paying for up to megs and currently are getting half a meg
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] disputes the amount of her monthly charges, and never received credit promised for trouble with video service Frontier has investigated the above statements and offers the following response: Frontier investigated account and found that the customer has already been issued credit of $for the time without serviceFrontier also found that the customer’s promotional pricing had not been activatedFrontier activated promotional pricing, and adjusted previous statementsMs [redacted] is satisfied and has been provided direct contact info for any further issues We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Revdex.com bringing this matter to our attention The Complaint states that: Ms [redacted] is disputing bills after disconnection Frontier has investigated the above statements and offers the following response: Frontier has credited $ to Ms [redacted] accountThis will bring her closed account to a zero balance.Frontier spoke with Ms [redacted] on January 22, and reviewed the aboveWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter
Frontier has investigated the above statements and offers the following response: Frontier advises Internet service speeds are based upon many factors, including network congestion, customer location (depending on the distance from Frontier’s closest facilities), customer equipment, and WiFi network interference Internet speeds may also vary over time Frontier recently implemented several system updates/upgrades in the network in the Spring Creek/Elko area, relieving the internet network congestion Frontier is planning further upgrades to the network in the Spring Creek/Elko areaGiven that many factors could impact the timing of an upgrade, we cannot guarantee any specific date for project completion Frontier periodically revises the products and services offered in each of our service areasWe encourage you to reach out to our Customer Services Department to ensure you are on the best package of phone, internet and TV services for your needs
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: There is a Frontier line down laying across the road she lives onThis line gets wet due to weather and cars are running over the line constantly This is causing her internet to operate poorly Frontier has investigated the above statements and offers the following response: Per the repair ticket that was completed, the line was hung overhead as an aerial lineSince then, I have been attempting to reach Ms [redacted] to ask if the internet is working correctly nowI have not been able to reach her, as there is no answering machine or answer when I callI have to close this complaint due to no response from Ms [redacted] We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that: Mr [redacted] states that when technicians go to his neighborhood to repair other customers service and they take him out of service this has happened on more than one occasion Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on January 18, and explained that the local area Manager has tagged his facilities so when the technicians go to out to repair other customer services his facilities stay secure to his address to prevent any service interruption We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the
Frontier CommunicationsComplaint Number: [redacted] Company Code: FrontierCustomer Name: Judy *** Phone: ###-###-####Thank you for referring the complaint of Judy [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention.The Complaint states that: [redacted] states she cancelled her service months ago and has not received her refund Frontier has investigated the above statements and offers the following response:Frontier’s refund policy is to issue a check after days from the date of service disconnection or termination This time period is required to ensure all outstanding charges or credits are posted to the closed account Frontier's policy also allows the account to cycle through its systems, thereby providing an accurate reading of the account Once the refund has been verified and processed it is made payable only in the account holder name and a refund card or check is send to the customer Any name disputes must be corrected before the account is closed.Frontier’s records indicate that Ms***’s refund is currently being processed in the amount of $and she should receive it within the next 10-business daysAn Frontier representative attempted to reach out to Ms [redacted] to discuss her case, but was unsuccessful in their attemptsWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter.Frontier Specialist: James N [redacted] Department: Customer RelationsTelephone Number: ###-###-#### Ext Fax Number: ###-###-####
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Crontoer needs to honor the orderIt is deceptive to Welcome me to Frontier, set up installation, & then not follow through with what was in the order Regards, [redacted] ***
Frontier Communications Thank you for referring the complaint [redacted] to our office for reviewWe appreciate his bringing this matter to our attentionAccording to the complaint: Mr [redacted] has been a long time customer of Frontier Communication A few weeks back his router stopped workingFrontier sent him a replacement routerFrontier technical support was unable to open a port through the firewall to allow remotely accessing his PC Mr [redacted] requests to make it so he can open ports through the router firewallFrontier does not allow the use of any other routers to be used with the Frontier service Mr [redacted] believes Frontier has a software issue with the routers and refuses to fix it Frontier has investigated the above statements and offers the following response: Frontier records indicate Mr [redacted] reported an issue with his router and port forwarding/opening of ports on November 12, Frontier attempted to assist in troubleshooting, and then replaced the routerFrontier technical support assisted Mr [redacted] in opening the ports requested on December 7, Frontier found no fault in the new modem/router provided The technician reported Mr [redacted] stated he was still unable to access his Plex server/service on his modemMr [redacted] ’s request for opening ports and interfacing with 3rd party software falls outside the scope of our basic technical support Mr [redacted] was offered a Premium technical support option (at an additional cost) and chose not to use itMr [redacted] ’s service with Frontier is a FIOS serviceFrontier does not support the use of 3rd party modem/routers Use of non-standard modem/routers may cause other unintended conditions that Frontier would be unable to assist with We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter Frontier Specialist: Brian M [redacted] Department: Executive Customer Relations
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThis took approximately hours of calls and replies but was resolved yesterday and I confirmed by phone conversation today It is sad that the original staff did not keep notes and the calls were not recorded, and that it took this much work to get resolution I greatly appreciate my new friend, Richard, in executive client relations who was patient and diligent to get a positive outcome Regards, [redacted]