Frontier Broadband Connect Beaverton

Scheduled an installation. Took the day off to make sure it came off. Scheduled two other services, washer dryer & plumber. Home depot and Gormley plumbing were there nice and early. Very happy. 4 o’clock,… no Frontier. Called the number provided. The order had a hold on it. Why? They needed identification verification. «somebody should have notified you». NOBODY had called (I verified the phone number). What was I to do? «Go to the Frontier office and prove your identity,.» where is that? «LaGrande» !!! what? «um, Beaverton». So, I have to drive an hour to the office and prove who I am? «well, we can send you an email with instructions to fax NOTARIZED proof of identification».
«we’re sorry for the inconvenience.»
Time to call Comcast.
I have been a verizon customer for over 20 years…

My boyfriend and I recently switched to Frontier as we’ve had shoddy service and experience with Comcast. We were moving on top of that, so it was a bit of a chaotic situation.
The staff that spoke with us got us scheduled for an installation right away. Not only was our technician kind, but he also went out of his way to line the wires to make things look cleaner (and not have wires hanging out all over the place).
He was very fun to chat with, did a great job, and I would highly recommend using this Frontier to anyone in their service area!

I just switched to Frontier from Comcast and it has been a great experience. I have not been to this physical location, so can’t comment, but the install team, subcontractor and service experience were fast, friendly and efficient. I’m so glad I don’t have Xfinity anymore.

In mid October I received a mailer for internet at $ 29.99 a month + a year membership to Amazon prime (A $ 99 value). I called Frontier and scheduled an appointment for Saturday ¹¹⁄₇ in the 8 – 12 time slot. Saturday ¹¹⁄₇ came around and at noon, I still hadn’t heard or seen from a technician. I started an online chat and asked for an updated eta on the technician’s arrival and I was told that my appointment had been canceled and set for a day the following week. I was a little shocked because I hadn’t been notified period, let alone that my appointment had been canceled and changed to a different date. The representative apologized and said they’d give me a $ 25.00 credit on my first month’s billing. I said okay and let them know that I work during the week and only had Saturdays available. They weren’t able to get me in until 2 Saturdays later (¹¹⁄₂₁) at the same time slot, 8 – 12. At this point I’m thinking to myself «Aren’t these guys in customer service?» Shouldn’t I be moved to the 12 – 4 time slot that same day? And if not, shouldn’t I get priority for the next Saturday? I should’ve seen the writing on the wall, but I didn’t. I waited until Saturday ¹¹⁄₂₁. At noon, after no one arrived, I contacted Frontier again, and again they told me that my appointment had been moved and that I should’ve been notified. Well I wasn’t. So at this point, I’m starting to get angry. They said they’d rescheduled me for Tuesday ¹¹⁄₂₄. As you can figure, I wasn’t happy with that. I then canceled my online chat and picked up the phone. I needed to speak with a manager. I called Frontier and spoke with a representative who ended up telling me they’d contact the technician and try to get them out to my place before the end of the day. No one showed. I waited until the next business day (Monday ¹¹⁄₂₃) and gave myself some time to cool down. I spoke with a nice young lady who, for the first time in this whole adventure, said she was sorry that I had been through all of this and had told her manager and dispatch my story and they were all disappointed and said this isn’t a good way to start out a relationship. I explained to her that no one had showed up on Saturday and I wouldn’t be home on Tuesday as I have to work. She asked what my next available day would be and I told her Saturday ¹¹⁄₂₈. Eventually she was able to get confirming that someone would be out to install my service on Saturday ¹¹⁄₂₈. The next day (Tuesday ¹¹⁄₂₄), I come home from work and there’s a note on my door that a tech had been to my place and they were sorry they missed me. I laughed to myself as it’s just getting entertaining at this point. I emailed the nice gal back and she confirmed that Saturday was still a go. At this point, if you haven’t heard the phrase «The definition of Insanity is doing the same thing over and over again, expecting different results», now you have. I’ll admit that I had little faith someone would show up on Saturday, but I really wanted to believe that this nice representative who seemed to show interest in me and my situation could make this happen. Saturday ¹¹⁄₂₈ comes. I called a rep in the morning and they said I was scheduled for that day. 7 p.m. comes around and nothing. So I call the next morning and am told that they can reschedule me… for ¹²⁄₉! My very first appointment was scheduled for 11/​7, so if I wait until 12/​9, I will have been waiting for over a month to get service installed. The rep then said, «I can escalate this and we can try to fit you in on 12÷4». Keep in mind, this conversation is happening on ¹¹⁄₂₉. I picked up the phone again and called Frontier. I spoke with someone very calmly and explained my situation. I brought up the fact that Frontier is in the business of customer service and that I’m surprised that I haven’t been put at the front of the line after waiting for almost A MONTH for installation. I mean, really?! The representative said they understood and it looked like I was scheduled for ¹²⁄₉. I told them that wouldn’t work for me and that if they escalated it to 12/​4, I wouldn’t be home, but that I was available Saturday ¹²⁄₅. They said they would escalate it and try to get me in for ¹²⁄₅. Today is Thursday ¹²⁄₃. I haven’t heard anything back from Frontier. IF they do send someone on Saturday and I happen to be home then great. If not, I’m done with contacting them, finally ready to give up on Frontier and basically begging to give them my business. I’m not mad anymore, just disappointed that their customer service is so incredibly subpar. Maybe I wasn’t buying enough of their services to be important to them? Maybe they kept pushing me out so they could install services to people that they could make more money on? I don’t know. Either way, Shame on Frontier.

Attempted service with Frontier and quickly ended that and took my business to Comcast.
After giving us a 9 – 5 window of internet installation for 2 weeks out and calling the main Frontier Beaverton location FIFTEEN times with no answer and hearing «your call is important to us, leave a message with your name and phone number and someone will be with you shortly.» Well, it has been over a month and no one has returned those calls. In fact, your technician didn’t even show up on the install date.
Went with X-​finity/​Comcast and had my internet and tv up and running in a MATTER OF HOURS.

If you want misrepresentations, outright lies, padding the bill with non-​ordered and unwanted services, offering 1 price but charging another, incompetency, system failures, and a corporate culture that offers excuses but refuses to accept any responsibility for or a willingness to rectify their errors — then you will want to do business with them. Ordered service to begin July 13, 2015, cancelled August 20, 2015, after spending over 38 hours on the phone speaking to a wide assortment incompetent people at customer service, technical support, operations — at representative/​technician, supervisory, and management levels. Their bottom-​line is not to care about the consumer. So I fired them as my telecommunications provider and went back to Comcast — a company not without problems, but is willing to try for customer satisfaction.

Oh to be able to give zero stars…
Lets be clear, this post is solely about the customer service (read: lack thereof) and I do not have the internet service at this time.
Why? After waiting for 3 weeks for an install date, yes 3! I had to take an entire day off work as my install time was 8am-​5pm (no window and no courtesy call for appointment time). Come late in the afternoon when I have been sitting around the house waiting I call into Frontier. No one is coming. The technician had a full workload and went home for the day. I was informed that I had been re-​booked for a later date.
Lets be clear, I have not been confirmed for a later date, I have been added to the already overbooked day for a different tech and they «may» show up IF there is time.
Dont worry, they offered me $ 25 for my inconvenience of sitting around my house for two straight days and missing work. yes, you read that right $ 25 is what 48 hours of my time is worth to Frontier.
Here I sit, waiting… I’d call again but Frontier is apparently so strapped for employees that hold times are extreme and there are never supervisors available to speak with anyway. Go figure, how convenient.
And I thought Comcast was bad!
In summary, I have never worked with a less professional, more unacceptable company.

I wanted FIOS internet service and two times I have scheduled for them to come and install the service. First time I went directly by calling Frontier and they scheduled me for 2 months out as it was the only weekend available. I wasn’t dying to switch from Comcast so I could wait. They made me wait from 9am to 5pm as that was the only available times as they claim they’re «booked.» Well they never came so I canceled. Fast forward 6 months later; every summer Orenco Station would have a farmers market on Sunday’s and Frontier is always there. I decided to sign up with them and told them weekends are only time for install. They got me a schedule within 2 weeks. They called and left a message regarding the time slot they’re coming, 9am to 1pm. And when that day came, nobody showed up. I called and they stated they’re over booked. Told me they can «probably» come out tomorrow but they cannot give me a time frame. That means I have to be home all day and waste my weekend. All this to get slightly faster service and paying $ 5 more a month isn’t worth the hassle and time wasted.

I have recently started service with Frontier. The Internet is a bit slower than I am used to, but I have had no connection or surfing problems. Customer service in this store and over the phone was excellent. I had a question about my first bill and the customer service agent was very helpful and pleasant. My wait time was short, my questions were answered in a very professional manner, the agent spoke and understood English, my questions were addressed to my complete satisfaction.

You probably do not care. This is probably pointless… As acustomer I am very frustrated with your services… OverTwo weeks ago I turned off my services at an old address (internet) to set up phone and TV at a new address. Explained to the agent over the phone, that at the newaddress, internet was already set up with my roommate. That bill is to be still in my roommates name. That thephone and TV was to be in my name. They set theappointment on the 24^th of December. December 24^th, Icalled to find out when they were going to come out. Theysaid that no one was coming out and that there was a holdon the order. For two weeks no one emailed me or calledme regarding this… I went and faxed my lease that morning, they said that was what was preventing from services frombeing set up. I explained AGAIN that the situation was two different accounts. One with roommate who has internet and my service phone and TV. …Took me calling a couple times to get the correct fax number… The manager that Ispoke to said that they were not able to get anyone out thatday. This is after me clearing that day off from work, overtwo weeks in time. I work at a call center, so it was notpossible to change my schedule to go into work that
I lost a day of work… I asked for them to set up anotherinstall for the next available Saturday. I explained that I have Saturdays off… I get an electronic phone call that theinstall is on the 26^th, a Friday… not a Saturday… I calledand explained that the install was supposed to be on aSaturday, however they would be able to come out earlyenough before I go to work. I explained that it was separateservice AGAIN here… So I waited (was supposed to godonate plasma and now I am out $ 45 because of mewaiting, which is my gas money)…The installer calls me and he asked what kind of install this was and I explainAGAIN what kind of set up this was supposed to be andthat he would be out in Ten minutes. The installer comesout and places boxes in all the room and says he just hasto do some setting up outside. Then comes in and said thathe can’t finish the job. That if we just add the service to theexisting that they could come back out tomorrow andfinish the job. Otherwise it would be a couple weeks out torun the new line. I explained to him again what has takenplace… I called again and set up the soonest which is the10th of January, which is fine, I have that Wednesdayoff… So now I am not even sure if that is going to reallyhappen… I am so frustrated right now, I just want to canceleverything and say screw it… I work in customer service… This is really ridiculous… I just please want my service setup… please…
Thank you,
Jenny