u/Big-Ad-5114

My internet randomly went completely dead today. I'm on Frontier 1 Gig Fiber. After restarting my eero, I walked out to the shared utility box in my condo, and I'm honestly pissed.

The 'OPTICAL' light on my ONT is solid red. But looking closer, the actual green fiber cable is completely unplugged from my box. My ONT is literally just sitting there abandoned on a bucket.

Meanwhile, right next to it is my neighbor's ONT. It's completely spotless, zero dust, looking like it was literally installed today. And of course, it's fully connected and working perfectly.

I work from home managing web infrastructure and databases, so my connection dropping like this is an absolute nightmare for my work.

Did a lazy tech seriously come out today to install my neighbor's service, realize they didn't have an extra line, and just yank mine out to use instead? Is "stealing a pair" an actual thing they do to close out tickets faster?

I tried contacting Frontier to raise hell, but I got stuck with an AI bot and couldn't even file a proper complaint. The bot just told me the earliest a tech can come out is Friday. Being completely offline for 3 days because of their tech's blatant negligence is absolutely unacceptable.

For anyone who has dealt with this BS: How can I definitively prove that their tech caused this? And since the AI bot is useless, how do I actually get ahold of someone to escalate this, file a real complaint, and demand compensation for the downtime?

Any advice would be hugely appreciated.

A Frontier salesperson came to my house and told me that 1 gig internet was available at my address, which is why I signed up.

Over the past 3 days, I had multiple technicians come out to install the service. During the installation, one of the technicians told me that I was actually signed up for a 30 Mbps plan and that I would need to upgrade to 1 gig later through the website.

After all that, I was then told that my address doesn’t even support 1 gig at all.

On top of that, they set me up on a 30 Mbps plan without my consent. I never agreed to this change.

This feels extremely misleading and honestly like I was sold something that doesn’t exist.

I’ve already contacted support and they basically said “1 gig is not available yet.”

At this point, I want to cancel, get a full refund, and potentially file a complaint.

Has anyone dealt with something like this before?
What’s the best way to escalate this and actually get compensation or a proper resolution?