Frontier Communications Chat 082117

3-hour Frontier Communications “chat” on August 21, 2017 where nothing was accomplished and I was disconnected within the stated 3-minute “grace period”. Note waits between agents of over an hour and receiving a sales pitch for service that isn’t even possible to deliver in my rural location! ┬áNote also that at the end I ended up again with the second agent I was transferred to and that she began with the EXACT introduction as the first time — including “i” instead of “I’.

Cody12:09 PM
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12:09 PMDoug Duncan
Frontier has been doing equipment upgrades in my neighborhood, but my DSL speed is still very poor: 1.5 down, 0.08 up. A technician just told me there is a new “DSLAM” much closer to me now and that I am possibly already cut over to it. He is confident my speed can now be at least 6mb down and that I should contact Frontier Customer Support to get it done. The technician said his request to do so was denied, but he is certain it is now possible despite a previous backlog in status. Thanks, -Doug
Cody12:09 PM
Thank you for contacting Frontier Internet Chat Support, my name is Cody, and I will be assisting you today.
12:10 PMDoug Duncan
okay
Cody12:10 PM
Hey Doug, I will have to transfer you over to Customer Service to look into that, is that okay?
12:10 PMDoug Duncan
Yes, will my initial message be forwarded to them?
Cody12:11 PM
Yes, they will see our transcript. Have a great day Doug! Thanks for contacting Frontier’s Internet Help Desk. Please do not hesitate to contact us again if we can be of further assistance.

Alyssa P1:23 PM
Thank you for contacting Frontier Internet Chat Support, my name is Alyssa P, and I will be assisting you today. First, i do want to apologize about the inconvience i would be happy to help you on your issue. May i start by getting you account number or telephone number linked to your account?
1:23 PMDoug Duncan
507 263 4470
Alyssa P1:24 PM
Thank you, also can i have your email and a good call back number?
1:25 PMDoug Duncan
dougwduncan@yahoo.com
1:25 PMDoug Duncan
612 386 6489
Alyssa P1:25 PM
Thank you for that information, can you verifiy either your date of birth or pin for me to access to your account?
1:26 PMDoug Duncan
april 17, 1953
Alyssa P1:27 PM
Thank you, one moment i am going to look into this and read your issue.
Alyssa P1:30 PM
I dont have the tools to see if you are able to get 6M for speeds that would be over to customer service
1:31 PMDoug Duncan
The technicians here said they are sure my speed can be improved now.
Alyssa P1:31 PM
I dont have the proper tools customer service can put that on your account to get the speed you are wanting
1:33 PMDoug Duncan
Yes, go ahead with that. The initial contact on this chat said he was transferring me to customer service, as you can see above. Isn’t this customer service?
Alyssa P1:34 PM
technical support.
Alyssa P1:34 PM
I am transfering you over now.

Edward1:36 PM
Thank you for chatting with Frontier, Doug. My name is Edward and I can definitely help you with your concern.
1:36 PMDoug Duncan
ok
Edward1:38 PM
Thank you for authenticating the account via the pre chat survey.
Edward1:41 PM
Great news!
1:41 PMDoug Duncan
What?
Edward1:43 PM
We currently have a promotiot will let you retain your phone service, upgrade your internet service to Broadband Ultimate that will give you as fast as 24 Mbps internet speed and at the same time have our Personal Device Protection that will insure your mobile device/laptop/PC regardless of its make, model or age with a coverage worth $1500 in a year.
Edward1:43 PM
Normally, Personal Device Protection cost $9.99/month and since we’re bunlding it with your services, we are giving you $5/month discount and at the same time you’re eligible to have this great promotion we’re offering.
Edward1:43 PM
All for only $99.47/month.
Edward1:43 PM
And this is good for 2 year price lock.
1:46 PMDoug Duncan
You’ve got to be kidding. I’ve been engaged with this chat for nearly 2 hours trying to get my terrible service into a usable state and you’re trying to upsell me instead. This is terrible customer service! Where can I get actual help for being a customer since 1975? I’ve been paying a premium price for terrible DSL service for years!
Edward1:46 PM
I totally understand where you’re coming from, Doug.
Edward1:46 PM
And I totally apologize./
Edward1:47 PM
Upon checking, I can see that you have our Broadband Max that will give 6 Mbps internet speed.
Edward1:48 PM
And upon checking on your account, I can see that everything is good. I will need to transfer this chat to our Internet Service Department so that they can properly troubleshoot your internet service issues.
Edward1:48 PM
Dont worry, I will also put my notes on your account so that the next agent that will be assisting you will know on what we have done today.
Edward1:48 PM
Will this be fine with you?
1:49 PMDoug Duncan
Go ahead, but I’ve about had it with the length of this “chat”.

Alyssa P3:09 PM
Thank you for contacting Frontier Internet Chat Support, my name is Alyssa P, and I will be assisting you today. First, i do want to apologize about the inconvience i would be happy to help you on your issue. May i start by getting you account number or telephone number linked to your account?
3:11 PMDoug Duncan
We’ve already been connected on this same chat started 3 hours ago — if you look above, Apparently we’re going around in circles. 507 263 4470
Alyssa P3:11 PM
As there has been no incoming activity for 3 minutes, I will be disconnecting from this chat. Have a wonderful day and thank you for contacting Frontier!
The operator has ended the chat. Thanks for contacting us.
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