Customers meet, voice concerns to Frontier officials

NEW HAVEN, Conn. (WTNH)–Mike Monahan has had enough with the customer service he’s received from Frontier. He says the standard answer he receives for many of his problems is “We’re working on it.”

“This is the same analogy as being told “the check is in the mail.” How many times can you hear that before you want a specific answer?” Monahan said.

Monahan was joined by dozens more, who were looking to sound off to Frontier officials in person about some of the issues they’ve been having since the transition from AT&T earlier this year.

Monahan said he’s lost some network channels that were in his contract for the year, and says his problems with the company’s website, and other issues will affect every customer.

“Having a viable website impacts everybody. On Demand, not carrying networks impacts everybody. Inconsistent messages from customer service of ‘we’re working on it, we’re working on it,’ impact everybody,” he said.

Officials with Frontier said they are working to fix the unanticipated problems that came after the transition, and that service calls have now fallen to levels that were common before the switch.

“On an average we get about 1,500 trouble tickets,” Frontier Vice President Paul Quick said. “That’s where a customer calls with issues. We’re right at that level at what seems to be steady state and we believe going to find we’ll address those customer needs.”

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