Frontier Communications offers $50 to U-verse customers after complaints during AT&T transition

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SOUTH WINDSOR--The transition from AT&T to Frontier Communications is underway for more than 1.3 million cable, voice and internet customers.

But some say that transition has been anything but smooth so far.

South Windsor's Audrey Delnicki knew Frontier was taking over her AT&T service after the company paid $1.25 billion for the contract in Connecticut. What Delnicki didn't expect was a service interruption, which she discovered Saturday when her Internet shut off, forcing her to call Frontier.

"I stayed on the line and talked to someone and they couldn't give me an ETA and I'm like, in this day and age, technology should be an easy switch," said Delnicki.

But for many the switch has not been easy.

West Hartford student Chelsea Bopp says she'd like a credit to her account after losing service on Monday.

"Around 11 o'clock yesterday while I was doing an online homework assignment the internet just completely cut out and we haven't gotten it back since," said Bopp.

Bopp said a Frontier representative told her the internet probably won't be working until Thursday.

"My entire schooling is online so I can't do any work at home which is bad because my assignment's due tomorrow," she told Fox CT Tuesday night.

Frontier TV says in response to complaints, the company will provide all previous U-verse customers with a $50 billing credit. The credit will be automatically applied to each account by the end of the year, and customers don't need to call to receive the money. The move was made to accommodate what the company says was one percent of customers who experienced a service interruption. This amounts to about 10,000 customers who noticed an issue with their service.

Any customers who experienced "any substantial broadband disruption" will get a further bill credit for the time they had without service. Frontier will call all customers to confirm the credit.

Fox CT asked Facebook friends how their service has been since the switch from AT&T to Frontier.

We got over 200 comments on our Facebook page and most of them were from customers who were upset.

"I feel lucky compared to people with their u-verse [sic] and not getting their channels and their dvrs not working. I feel sorry for them," said Delnicki.

The Facebook comments vary: some say their Internet isn't working, some say their U-Verse DVR malfunctioned and others say the public utilities commission should have required AT&T to be a part of the transition.

Frontier Communications declined Fox CT's request for an on-camera interview Tuesday, but did send a written statement from  Ken Arndt, Frontier Communications' east region president:

"This weekend Frontier converted approximately 415,000 data, 875,000 voice, and 215,000 video connections in Connecticut. Given the magnitude of this conversion, we are very pleased that the overwhelming majority of experienced a seamless transition from AT&T’s service to Frontier’s. That said, even one customer with a service problem is one too many, and we are aware of some targeted issues. We know that it’s frustrating for those customers who are experiencing service issues, and we apologize. We want you to know that we’re working quickly to resolve them.

It is noteworthy that there are no widespread issues. Phone service has continued, and although there were some intermittent Internet issues in specific geographic locations, this was limited and not state-wide. Again, we sincerely apologize for the inconvenience some customers have experienced. Our teams have been working throughout the weekend to resolve any remaining issues, and will continue round-the-clock. We ask customers having problems to call us at 1-800-921-8101.

Going forward, Frontier’s network investments will help to attract new businesses, spur economic development and overall enhance the quality of life in our communities. We think that when you put all these elements together – a highly-skilled workforce, great products and services, and a commitment to local responsiveness and community engagement – they spell success and a bright future."

Despite the problems so far, Chelsea said she'll stay with Frontier--for now.

"I would definitely have some patience and stay with it because it's definitely very annoying to switch services and get new stuff all the time, so I'll wait it out a little bit and see what the service is going to be like in the future," said Bopp.

If you're having an issue you can contact Frontier at 800-921-8101.

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21 comments

  • Bob H

    I finally got my internet back after 2 1/2 days . My problem now is the phone rings every 2 or 3 hours once then nothing. This never happened before Frontier.

  • Allan Yaeger

    Fox Network has yet to be added to Prime Time or A to Z Networks to Frontier On Demand. Have called their customer service and got the general answer that they are adding channels daily. It has been nearly one week and no Fox. They did list a few FX shows. Maybe time to change provider. Also there has been no info whether we will have to change our email and password on Frontier Internet Service.

  • Beth

    I know you can make payments now with a customer service rep and get your payment due date as well. The number you should call is 1-800-921-8101 for Residential Customer Service. 1-800-921-8102 for Business. It was everyones hope that the transition would have been smoother than it has been, that is my belief. I may not live in CT but understand it can be frustrating to not have service considering so much a person does in life requires a internet connection these days.

  • Anne

    When I called CT Frontier because my internet stopped working; I was transferred to a “Single Dating line!”; then I was transferred to a Bahamas Cruise Line scam; the fraud is widespread in the company called Frontier Tel. Co. I was hung up on consistently; maybe 3 of 10 were polite. Lousy!

  • james

    I had to cancle wife was told the rep on phone had to get to other people and call back to try to get it fixed cuz they can’t be on phone for an hr

  • Paula

    My phone service went out last Saturday, to date I still have no phone and nobody can tell me why. It is a good thing we all have cell phone in my house, will unlimited calling.

  • Robert Forbus

    Worst cable ever. Internet speed is throttled down from ATT levels. Cable signals drop to boxes, requiring reboots of boxes, routers, etc. Got first bill today, which shows a past-due amount. Seriously? If this weren’t a public forum I would be using swear words like you wouldn’t believe. Called Frontier today and after waiting in an IVR cue for (20 min), the call disconnected. I would like to shove the equipment and wiring into the smallest possible orifice of the biggest-possible Frontier executive. How do I get rid of this service I never asked for to begin with? I now hate ATT Uverse AND Frontier. Trying to figure out how to get out of my ATT cell contract as a result.

    • Bob H

      I thought it was my imagination but what you say seems to be true. Sometimes my internet is real slow but right now it seems to be going real fast. We don’t have much choice though. Comcast is no prize either.

  • wayne huck

    I have spent 2 hours on phone and 2 hours on Frontier website to restore internet, phones and tv on 11/2 and 11/3. Currently have limited tv with no hi definition, no full screen vision, some channels not available, no incoming phone # on tv screen, volume on each tv channel is different, my home phone sometimes dials my home phone # and hangs up, sometimes there is weird background noise on some tv channels, error internet messages indicating no subscription to websites, and we are dissatisfied with the poor service being provided while being billed for the full bundle of services that we had with AT&T.

  • Jeff

    Frontier is the worst company I have ever had to deal with. After waiting for 5 days with my cable, internet, and phone service disrupted, I was told by the service agent that even though I was told 5 days ago that a service tech would definitly be on my job by 5PM today she had acually told me that tthey were telling everyone that last week and that they had no idea when someone would be out. The kicker is they want to charge me hundreds of dollars to break a contract for service they are not able to deliver. BBB here we come and where is the dept of consumer protection when we need them?

  • ISH

    FRONTIER COMMUNICATIONS FALSIFIED &/ OR LIED ABOUT TO FOX CT NEWS REPORTED REPORTER BEAU BERMAN ON 10-30-14, TO ISSUE $50 CREDIT TO FORMER AT & T UVERSE CUSTOMERS BY END OF 2014.

    I’M A FORMER AT & T UVERSE CUSTOMER AND I HAVE NOT RECEIVED THE $50 CREDIT ON MY FRONTIER BILL AS OF TODAYS DATE 2-4-15.

    IN FACT A SUPERVISOR NAMED HOPE OUT OF NEW HAVEN, CT OFFICE, TODAY READ & CONFIRMED THIS REPORTERS STATEMENT WHILE I WAS ON THE PHONE WITH HER FROM 9:40A THROUGH 10:05 AM AND SHE STATED THAT “I WOULD NOT RECEIVE THAT $50 CREDIT PROMISED” IT WAS ONLY PROMISED TO AT & T U VERSE TV CUSTOMERS!?

    I DO NOT SEE ANYWHERE IN THE NEWS REPORT PUBLICATION THAT “ONLY AT & T UVERSE TV CUSTOMERS” WILL RECEIVE THE CREDIT.

    IN FACT IT STATES THAT ALL FORMER AT & T UVERSE CUSTOMERS WILL RECEIVE $50 CREDIT ON THEIR BILL BY THE END OF 2014.

    INTERVIEWS WERE FROM FORMER AT & T UVERSE INTERNET & PHONE CUSTOMERS AS MYSELF WHO HAS EXPERIENCE TROUBLING INTERFERENCE SINCE THE COMPANIES TRANSITION.

    IT IS NOW 2-4-2015 WHERE’S THE $50 CREDIT PROMISED TO BE ON MY BILL FOR BEING A FORMER AT & T UVERSE CUSTOMER EXPERIENCING REPEATED SERVICE INTERRUPTIONS SINCE OCTOBER 2014.

    • Anne

      I called Frontier to ask about my $50 refund and I was told for “U-Verse TV Customers” yet we were told we would all get a $50 credit !!! No $50 credit yet! thanku !!

  • Aliya

    Is this Deja Vu or is this happening again? This time millions are affected. The real issue? Frontier committed fraud by Slamming Verizon customers. The FCC’s required 30 days of notice to the customer for the service transfer was not provided. Some were not provided any notice. My area was given 4 days. You?
    Unfortunately, most don’t know that the practice was against regulations and have not filed complaints.
    27 days later and they still threaten to charge early termination fees for disconnects. According to TWC staff, hundreds of thousands are out of one or more services. This is a bit more than 1%, as claimed by a Frontier executive. The news stations need to notify the country that they have no obligation to Frontier, they owe no money to Frontier and they need to move to another carrier before filing that class action lawsuit for business, wages, security systems, etc. lost due to Frontier.