How do address this with Frontier to get it fixed?
Overall, we are VERY satisfied with our Frontier fiber service.
We have only had a few outages that lasted over 10 minutes, but restoration ofg the longer outages has been painful.
We are in a rural area, and occasional fiber cuts are just a fact of life. When this happens, the following has become very predictable.
There is a fiber cut or repeater node (maybe not the right terminology) down.
Everyone on our county road looses service.
I get a proactive text from Frontier telling me there is an outage and I get an expected repair time. (If I use the outage finder, it will know about the issue at this point).
The fiber gets fixed or repeater gets replaced (I am honestly impressed how quickly the respond and fix the problems)
Most of my neighbor's service get restored...except for our house and house a couple of houses down from us.
At this point, the outage check web page says there are no outages impacting our address.
I bounce the ONT and router multiple times.
I try calling to report the outage.
15 - 45 minutes gets spend on the phone or chat to get to a person, who ask the typical level 1 support shit. This goes on for 10 - 15 minutes.
On a seemingly random basis, they either 1] Create a ticket that schedules a truck roll to our house, which may take a couple of days. (This is what usually happens)
or
2] They create a "call back ticket" and a tech will supposedly call me back in 24-48 hours.
In case #1, my service will be restored with the tech in my driveway, before he ever gets out of the van/truck. (I can see them playing with a table). In case #2, my service is magically restore about 10 minutes after the escalation ticket is created.
It is obvious an automated interrogation or reset of some kind is being done, and it is trigger by the check doing his preliminary check, or the creation of the escalation ticket is triggering an automated process.
How do I get Frontier to address this, so we get restored automatically when the fiber lights up?
Sorry for the long email and thanks for taking time to read all this.