Frontier High Speed Internet is a Joke

Posted in the Webster Springs Forum

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dissatisfied at Frontier

Rupert, WV

#1 Jan 20, 2011
I have been complaining to Frontier since I placed a trouble ticket in on this issue (low DSL internet speeds) on December 30, 2010. Of course, all the tech folk and customer service can tell me is that they are working on the problem (i.e., the low DSL speeds). Today, I spoke with a supervisor, who provided me some very telling information. In the 304-847-**** area, 137 customers have called in to place trouble tickets regarding pathetically slow DSL speeds. I, of course, was not surprised by that statement. The supervisor proceeded to tell me that the local repair workers will not be able to fix the problem, as the problem lies with the main server facility in Bluefield. All of the engineers in the field responding to the trouble tickets have verified that this is NOT a local problem, nor a problem isolated to any particular household. The supervisor further explained the technical department's response to the problem is as follows: It's like a 10 lane highway converging on a single toll booth. All of the traffic is bottlenecking, and backing up, slowing things down considerably. Frontier's equipment can not handle all the new traffic brought about by Frontier's acquisition of Verizon customers in West Virginia, nor that additional traffic brought about by new customers or existing customers adding devices that allow movie streaming, such as Netflix, etc. Everything the supervisor told me confirmed that which I already knew: speeds are higher in low usage times, such as early morning, and extremely low speeds during high peak times, such as evenings. All of this despite Frontier's advertisement on their website and elsewhere that "no bogging down during peak usage times" and "no neighborhood line sharing." The supervisor further provided the Common Cause Trouble Ticket #193274, in case other Frontier DSL users wish to call in to add their accounts to the trouble ticket. By the way, the supervisor was extremely helpful and placed a full month's credit on my next bill. He also said to continue to call back if the problem continues to persist and it would be likely that another credit could be issued.
dog gone

Meadow Bridge, WV

#2 Jan 20, 2011
dissatisfied at Frontier wrote:
I have been complaining to Frontier since I placed a trouble ticket in on this issue (low DSL internet speeds) on December 30, 2010. Of course, all the tech folk and customer service can tell me is that they are working on the problem (i.e., the low DSL speeds). Today, I spoke with a supervisor, who provided me some very telling information. In the 304-847-**** area, 137 customers have called in to place trouble tickets regarding pathetically slow DSL speeds. I, of course, was not surprised by that statement. The supervisor proceeded to tell me that the local repair workers will not be able to fix the problem, as the problem lies with the main server facility in Bluefield. All of the engineers in the field responding to the trouble tickets have verified that this is NOT a local problem, nor a problem isolated to any particular household. The supervisor further explained the technical department's response to the problem is as follows: It's like a 10 lane highway converging on a single toll booth. All of the traffic is bottlenecking, and backing up, slowing things down considerably. Frontier's equipment can not handle all the new traffic brought about by Frontier's acquisition of Verizon customers in West Virginia, nor that additional traffic brought about by new customers or existing customers adding devices that allow movie streaming, such as Netflix, etc. Everything the supervisor told me confirmed that which I already knew: speeds are higher in low usage times, such as early morning, and extremely low speeds during high peak times, such as evenings. All of this despite Frontier's advertisement on their website and elsewhere that "no bogging down during peak usage times" and "no neighborhood line sharing." The supervisor further provided the Common Cause Trouble Ticket #193274, in case other Frontier DSL users wish to call in to add their accounts to the trouble ticket. By the way, the supervisor was extremely helpful and placed a full month's credit on my next bill. He also said to continue to call back if the problem continues to persist and it would be likely that another credit could be issued.
I just called an cancelled my service. I was getting .48 meg of download and .09 upload. I switched to shental 3meg. Can't wait the speed was enough but saving enough to pay for phone bill was a plus for the change.
stuck with frontier

Montcalm, WV

#3 Jan 20, 2011
i wish we had shentel or some other internet provider in the diana area, but we're stuck with frontier and their pathetic service
tired of this crap

Rupert, WV

#4 Jan 20, 2011
many hacker valley and webster and diana and grassy creek people are having the same troubles with frontiers internet. ours has been 6 months plus now.i even know cowen people having problems now to.
wonderwall

United States

#5 Jan 21, 2011
That's strange!! Mine works wonderful!!
ByeByeDSL

Summersville, WV

#6 Jan 21, 2011
When I first signed up for Frontier DSL they had two speeds to pick from, 1 Mbps and 3 Mbps. I picked the 3 Mbps speed but it has been a long time since I had anywhere near that speed. On good days I got nearly 1 Mbps. The last time I checked it was only 419 Kbps. That was the day I canceled my DSL service and went with Shentel Cable Internet at 9 Mbps.

Thanks to Frontier, Shentel is getting a lot of new Cable Internet customers.

Pretty soon Frontier might be fast again after many more of their customers drop their service for Shentel. LOL
Believer

Webster Springs, WV

#7 Jan 21, 2011
Maybe frontier should pay for us all to get a different service....... Most days the phone line has so much static on it, you can barely hear......Its hard to use fiber optics on old phone lines....... We may as well still be using 2 tin cans and a string......
ByeByeDSL

Summersville, WV

#8 Jan 21, 2011
When I called to cancel my DSL service, they offered to lower the price that I was paying for DSL.

Maybe that might be an option to ask about, for those you can't switch to Cable Internet.

Just thinking out loud.
Love my cable services

Summersville, WV

#9 Jan 21, 2011
I have been a memember of shentel for 3 years and when I came a customer I have had low bandwith that really hurt and it felt like dial up if anyone remembers and when I moved, I couldnt get nothing for like a week cause they sent my bills to the wrong address and owed them $150.00 of a bill but I got my credit for something that I didnt do.

On the other hand if you arent picking up anything go get your credit and tell them you want off and they will take u off for a month and fix it fast with the next day! that is if how far you live from the area. I have never had no problems connected to my wii until the wii servers were slow and its lagged my internet down.

but I love my cable and wont go back to dsl for no reason!!
Love my cable services

Summersville, WV

#10 Jan 21, 2011
member**
Its Bad

Crawley, WV

#11 Jan 21, 2011
It's bad. I've been dealing with the slow-downs for a month. Frontier is selling something IT IS NOT PROVIDING--high speed internet.

I believe I am going to the West Virginia Public Service Commission with the problem

Right now, if I have internet (slow as it is) I have no phone service. It knocks out my phone, unless I disconnect the DSL.

What a freaking joke.
silly

Rupert, WV

#12 Jan 21, 2011
on one of their many trouble calls to our house they told my husband our line was crap-meaning our phone/internet line. so are we supposed to replace the line ourselves? dig it up and shit or what? isnt that the phone companys job? duh!!!!!!!!!!
here is some help

Webster Springs, WV

#13 Jan 22, 2011
to "its bad" the PSC does NOT regulate internet providers like Frontier (they only regulate the phone service, not the internet service) because the "internet" is considered "interstate commerce" which can only be regulated by the feds, such as the FCC

I already call the WV PSC--they will not open any complaint regarding Frontier internet

They referred me to the WV attorney general consumer protection office 1-800-368-8808

to "silly" if the line the repairman said was crap is the line from the telephone box on your house to the inside of your house and internal phone jacks, then that is your responsibility; however, the line on the poles down to the box is their responsibility

and yes those lines on the poles and to your box on your house are crap-they need to upgrade the lines and the switching center in bluefield before this problem will be corrected, in the meantime, they will still charge us full price for high speed internet but yet they will only deliver slow as moses speeds

keep complaining, i got a month's credit on my bill by doing so (not that it solved the problem since i want high speed) but at least i didn't pay for this crapppy service--and i will keep demanding future credits is this crapp keeps up, and so should all of you having this problem
silly

Rupert, WV

#14 Jan 22, 2011
i beleive they meant the line comming to our hose from the area around our home from underground. and it proabably is crap as some workers we had once accidentally cut the line in two. then later my neighbor accidnetally cut it in two agin-TWICE- while backhoing. but it was frontiers decision to allow him to get away with it -twice-although the reps who had to come out and repair it twice wasnt really happy about that. but thats frontiers decision. i cant be responsible for that part when i didnt cause it. especially the last two incidents.
Wondering

Summersville, WV

#15 Jan 23, 2011
Its Bad wrote:
It's bad. I've been dealing with the slow-downs for a month. Frontier is selling something IT IS NOT PROVIDING--high speed internet.
I believe I am going to the West Virginia Public Service Commission with the problem
Right now, if I have internet (slow as it is) I have no phone service. It knocks out my phone, unless I disconnect the DSL.
What a freaking joke.
Are you using those DSL phone filters to cut down on interference on the phone lines from DSL?
sexy mofos

United States

#16 Jan 23, 2011
They got some flippin hot asss guys workin for them! Let's name some! Kevin, matt older martin man! They do have a not so hott fat guy that's always with that real short blonde headed boy!! Don't know either name!
Sick of it

Montcalm, WV

#17 Jan 23, 2011
I would just switch to shentel.... Way better speeds...
disgusted

Summersville, WV

#18 Jan 23, 2011
i bundled everything with shentle afew months ago. Better keep a close eye on your bill. I was charged for services that i didnt have. If you dont get the right plan you have long distance charges that you are not informed of until you get an outragous bill and call to see why. They totally missrepresented thier packages to me. If the cable goes out so does everything.They forget to mention alot of things.READ THE FINE PRINT PEOPLES. ASK QUESTIONS. YOU WONT GET THE RIGHT ANSWERS BUT ATLEAST TRY!!!
keep complaining

Princeton, WV

#19 Jan 26, 2011
the number of Frontier customers in the 304-847-**** area who have called in to complain about speeds bogging down has grown from 137 on January 20 to now 197 as of January 25 at 8pm--according to a customer service representative that i talked to last evening

speeds are higher in the low usage times like morning but bog down considerably in the high usage times like evening
run your own speedtest at:

http://bluefield.speedtest.frontier.com

try this morning and evening if you can and note your results
if you're not getting at least 768k download speed, you are not even getting Frontier's promised "internet lite" rate of $35/month, let alone the up to 3g speed for the $50/month plan
Kokusai Mihon-ichi

Oakvale, WV

#20 Jan 26, 2011
Arufabetto!

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