How to Get Better Frontier Communications Customer Service

It can be hard to trust a company that can’t be trusted to follow the law. When you chose a cable or internet company, you’re often forced to deal with poor customer service. It can be difficult to get out of a contract with a telecommunications company, and even if you do, many hold a monopoly in the neighborhoods where they serve consumers. Unfortunately, many companies don’t give their customers the support they deserve.

Frontier Communications claims that I owe them $721. I have never had nor used Frontier services. I have called numerous times to have the company correct the issue but they have failed to assist me.

Anonymous Complaint

When companies like Frontier Communications don’t listen to their customers, you might be unsure of what to do. Although you can try leaving reviews on sites like Yelp and Google, as well as report Frontier to the Better Business Bureau (BBB), these methods might not be the most effective. Instead, try reaching a real person by contacting Frontier through the phone or online. If a human customer service representative doesn’t help or you can’t reach the department, you can try to contact the corporate office. If that doesn’t work, you might still have more options.

Give Frontier a Call

The key to getting good customer service phone support is to reach a real, live customer service representative. This can be a challenge, especially with the long wait-times of the main Frontier customer support line.

• (800) 921-8101 is the main customer service line. It’s the number you’ll find all over Frontier’s website, and it’s also the number other consumers use.

• If you’re not currently available but know when you will be, you also have the option to schedule a call.

• If you’re having technical issues, you can call (800) 239-4430 for 24/7 technical support. As with the main customer service line, you may experience lengthy wait times.

• Although you should try the main customer service number first, there’s another phone number that may be helpful. When you call (203) 614-5600, you have the option to press 1 for the escalation department. This team may be more skilled at addressing your concerns.

Chat Online

When it comes to reaching Frontier Communications online, you have a few different options. If you’re looking for a customer service chat, there is a live chat option on Frontier’s customer service page.

If you’d like to leave a longer message, e-mailing Frontier’s support team is recommended. The customer support e-mail address is support@frontier.com.

You can also contact Frontier through the MyFrontier app, which you can downloaded on most mobile phones.

Frontier also has a number of social media accounts, which may be useful in your search for customer care:

• Facebook: Frontier’s Facebook is one of the better social media accounts to access when trying to get help or answers. They’re very responsive to messages, and you have the option to either direct message  or post on the public wall.

• LinkedIn: Frontier Communications has a LinkedIn account. This is primarily used for recruiting workers, so it’s not a recommended place to go for customer support.

• Twitter: There are two Frontier Twitter accounts. Frontier has an official Twitter account dedicated to marketing information, announcements, and PR. They also have a separate account dedicated to customer service and answering customer questions. The latter is the best option for Twitter-based customer support.

• YouTube: Both Frontier Communications and Frontier Secure have YouTube accounts. It’s not recommended to use these social media accounts to get answers or to receive good customer service, but they do have helpful video tutorials.

Talk To Corporate

When other options haven’t worked, you may be able to get in touch with Frontier corporate offices.

• By using the Office of the President Form, you have the option to report unresolved issues to corporate offices. When doing so, make sure to clearly explain your problem and give accurate contact information. Make sure to print or copy and paste a copy of the filled out form for your records.

• Instead of the form, you can also send a direct e-mail to OfficeOfThePresident@ftr.com. This may be easier for your record-keeping, and it goes to the same place as the form above.

• You can also contact Frontier through their executive offices at (203) 614-5600. This is not an option you should take lightly, as the assistants that answer the phone are not always trained in customer service.

• Professional e-mail addresses of certain senior contacts are publicly available. If you choose to reach out to the director or executive vice president of customer care, make sure you send a respectful e-mail that clearly details your problems and the steps you’ve taken so far.

• The Executive VP of Customer Care can be reached at john.maduri@ftr.com

• The Director of Customer Care can be reached at jennifer.brown@ftr.com

What If Frontier Still Doesn’t Listen?

Sometimes, the options above don’t work. If you’ve tried to call Frontier, reached out online, and even contacted corporate contacts to no avail, you’re not out of luck. At FairShake, we help educate consumers on their legal options, from small claims court to arbitration claims. We can guide you through the process of arbitration, which doesn’t require you to go to court or pay even if you don’t win your claim.