r/frontierfios

We have been without service from Frontier for over a week. My mother is 87 years old and relies on an internet connection for essential services, including her home security system. This prolonged outage has caused significant concern and inconvenience.

We have contacted Frontier multiple times, and each time we receive a different explanation. They have sent a new router and a new MoCA adapter, but the issue remains unresolved. When we requested that a technician be sent out, we were told there is an outage in Cerritos, California, preventing a service visit. However, Frontier’s own outage page shows no reported outages in that area.

The problem began following a second power outage in our neighborhood, which suggests there may be a larger underlying issue that has not been properly addressed.

We also requested to speak with a manager. Initially, this request was denied. After persistent effort, a manager finally joined the call, stated there was nothing he could do, and then disconnected the call. This level of customer service is unacceptable.

We are extremely frustrated by the inconsistent information, lack of accountability, and unprofessional treatment. Given the circumstances, Frontier should provide at minimum a full month’s service credit for the disruption and inconvenience caused.

Hello, I had been having issues with my internet for quite a while, after about 6 techs and 11 months they finally installed it correctly. However, I originally had the 2 gig plan but realized that was overkill, downgraded to 500 mbps.

They told me they’d have to send a tech out to replace? Something? And I asked them if they sent someone out if they could please… send someone knowledgeable 😓 they looked into it and saw no one had to come out because nothing had to be replaced, except now I have UPS tracking info from frontier, something is arriving tomorrow.

Afaik, the 500 mbps plan and the 2 gig plan both use the eero pro 7, which is what I have. My question is, does anyone have any idea what the hell they are sending me? I can’t physically make myself call in again I’m afraid I’ll get an aneurysm from the frustration. The thing is, if something DOES need to be replaced shouldn’t they be doing that? 😵‍💫 I’ve had a lot of issues and back and forth with them and this is the closest to a resolution we’ve been able to come to. I can’t take the internet being bad anymore because I work from home, it’s super important to me it works and now that it FINALLY works I’m worried they’ll have to move something again!

Service went down around 8:45. I’m getting a 5:00pm restoration time.

I’m having Frontier Fiber installed with a dual eero mesh setup. I’ll eventually want to do a wired back-haul, but I won’t need that initially.

The plan, at this point, is to have the ONT nearest the fiber drop, put the primary eero Max7 and in my home office, run one the “other” 10GbE port to a switch in the office and then use MOCA 2.5GbE to back-haul the other eero Max7.

But, that’s just based on looking at the ports on the eero Max7, and making a lot of assumptions. But what really is required for a new install?
* What cables come into the house?
* What port(s) coming out of the ONT are used?

Given driveways, sidewalks, etc. the fiber will have to come into the opposite side of the house where I want the “primary” eero to be.
* How close does the ONT need to be near where I want the “primary” eero to be?
* Does the ONT connect to the 10GbE port on the eero Max7?
* Do I have to use the other 10GbE port to connect to the other eero Max7?
* If so, can a 10GbE capable switch be between them?
* Can I run the ONT into a 10GbE switch and then the two eero Max7s and the few other 10GbE devices off the switch?
* Would I loose much real-world throughput using 2.5GbE (over MOCA, if that matters) as wired back-haul?

Seemingly they block almost any non essential website, even my work websites won’t load.

Any online game loads but subsequently times out because the ping registers as 5000+

The instant I activate a VPN I lose 75% of the internet speed BUT everything works perfectly, I get ~20 ping in games and can access any website at will.

I’ve never been able to find anyone else with this issue, and as it’s the landlords router I can’t mess with the settings at all.

The only problem with this is that VPN’s don’t exist on consoles, and so consoles still can’t do anything related to online play.
But they can download games perfectly fine.

I've been going in circles on this issue for months. I've been getting horrible upload speeds-had to reset ont/moca every day or so

Just today, I plugged my laptop into the ONT, bypassing the moca/coax/moca connection. I plugged into 1st port (same one moca used) and got 500/500. Thru moca's got 500/7.

Frontier wanted to charge me $150+ for a tech visit to determine why upload speed kept dropping (caused buffering issues).

Edit/added. Got rid of STB& landline years ago. Only have fiber internet.

Going to keep the temp Ont>ethernet>eero setup for a week or two to ensure upload issue doesn't return. If no issues will just have ethernet properly run.

Luckily ONT worked without having it reprovisioned. I thought I'd try running an ethernet cable from ONT thru a window, moving my eero more central, and plugging the ethernet cable into that. Now I get close to 500/500 on wifi and get around 300/300 to rooms I had extenders in that i have now unplugged.

Works great. Now I can return the extenders and save $10/mo.

I currently use Brave browser as default on all my devices. Recently when trying to sign in to the Frontier App (not the website), it says my browser is not supported. Gives me the options of Chrome, Firefox, or Edge.

Also same trying Samsung browser as default.

WTF?

My neighborhood just had lines dug last month and cables have been spliced by a separate company. Everything is buried and done.

While the website says “fiber coming soon” the chatbot says it’s ready to purchase and the link puts me back in the loop to coming soon.

Any ideas on how to order service before everyone and their mother orders theirs?

Thank you!

So I just got my fiber installed today. While the tech was here it ran well and was getting 980ish up and down. After he left it immediately sank to not even 100mbps. I tried resetting everything and that seemed to have worked. However, now I’m trying to download things with a wired connection and it is very inconsistent. It will start out at 930mbps, but then will sank to 0 about every minute and then spike back to about 600ish and then back down to 0 again.

Any ideas?

Excuse my French.

I have had Frontier Fiber for 2 months now. Im suposed to be getting 1gig symmetrical. And its been a pretty shitty experience so far. We ALWAYS have perfect download speeds but our upload CONSTANTLY drops. We have a computer connected directly to the EERO Pro 7 router through ethernet on CAT5E. Its rare that we have our full upload speeds. We constantly have sub 15mb/s upload speed. And the tech support keeps giving me the damn runaround. Use the app for speed test. Reset your router. Blah blah blah. We have done a speed test on every device capable of doing one. SAME RESULTS PERFECT DOWNLOAD NO UPLOAD. We have done it on Ookla and the Google search result one. They keep telling us to only do it through the eero app because the websites can have "wifi interference"...does anyone know of anything I can do or do i jist have to punch through a service ticket and hope they believe me becasue its making us feel crazy. We KNOW its not working and we can feel it when gaming. Extreme packet loss and and hits not registering.

Hello! Long time lurker, first time poster. I'm in the Southern California area and we've been on FiOS ever since it was Verizon's initially. We currently have a Motorola ONT1000GJ4 installed in the garage that's been slowly dying with each power outage and it's been getting worse and worse to the point it now doesn't connect back automatically after an outage.

A ticket was put in where the ONT was supposed to be replaced. We had a technician come out and replace the AC Adapter on the ONT but when I asked about replacing the ONT itself, they said that I wouldn't want that because the newer ones are worse than the current one. I was wondering if that's everyone else's experience too? (Both with being told their old ONTs are better and the new "GPON" ones are worse?) I'm on 500/500 service and after reading everyone's posts on here, it seems like I should be asking for an ONT replacement to the XPON one or upgraded to 2 Gig for a month and then downgrading back but I don't know if I'd be able to keep the 1-year locked price of my 500/500 plan in that case.

Thanks in advance for ya'll's help and advice!

EDIT: 2 for 2 Technical Support Representatives won't replace ONTs without it failing. 2nd one recommended I upgrade to 1 GIG for the ONT replacement but couldn't guarantee 12-Month Discount.

Tech shows up, asks how many units there are, there are 5, says can’t do the install because they have to put some kind of box on the outside so they can run from it to all the units. Sorry, didn’t realize there were more than 2 units here. Tells me this will be completed in one week, two at the most. Have not seen any work done on the outside at all. Never heard back from anyone and then out of the blue I get a text message from Frontier saying my install will be next Monday.

I’m concerned that this work hasn’t been completed and when Monday roles around the installer will just say sorry, can’t do it. I’ve tried calling Frontier to see if the work has been completed but no one can give me an answer. I have very limited days I can take off and really don’t want to waste another 8 hours of PTO just to be told sorry it’s not happening again.

Does anyone know how I might find out if this work has been completed, I seem to recall the guy mentioning the engineering team. It’s a pretty small apartment building and I’ve looked everywhere and don’t see anything other than where the cable and old phone lines are on the outside of the building.

I have a Frontier business account. When they bought Verizon customers, they promised all the good things. Fast forward few months ago, there was a power outage in my area and it fried the system. I called and told them that I have an old (15 years old) verizon router and box. I requested for a new router but they said no cause the router is fine and the problem is the ONT's backup battery is fried. So they just fixed the battery.

Fast forward this Monday, the internet gave out and because of the faulty router. Two days later they sent the wrong router (eero) I need it multiple ports but they only sent a router with 2 ports. I called them about it and they have the decency to say that I should have a back up router. Who the heck has a back up router. With all of these going on, I spent $15 on a hot spot from AT&T so my business can operate a little bit.

When I was on the phone with them to go over setting up a new router. They told me to buy a port splitter (which I did) and it didn't work out. The wifi was working but the wired computer, printer, and credit card machine won't connect.

I was talking to another technician because the new router only the wifi works but not the wired stuff. I asked about the replacement and gave him the order number that I was told twice. And the guys said oh the first technician didn't order you a new router. WHAT THE ACTUAL F*** I spent an hour to fix the situation and they didn't even order me the new router.

I asked them for a credit because they sent the wrong router that isn't compatible with my business. They billing dept said they can only give credit $15 (very laughable) finally, the supervisor called and gave me $50 credit for all the trouble (I should have asked more).

All of these could have been avoided if they sent me a new router when I had the first outage. But no they rather save money instead of improving on customer service. I pay $250 per month for internet and phone service with Frontier.

I am ready to cancel my Frontier service at home and probably the business too if they don't fix the problems by Friday. My business is still not fully operate.

This is old news, but I've found quite a few people who still haven't heard about it, yet.

In 2022, Indiana's Attorney General, Todd Rokita, sued Frontier, for not providing the advertised internet speeds we were paying for. As a result, Frontier is putting $15 million into their infrastructure in Indiana. They are also required to either refund the customer, or lower the listed internet speeds, if you do not recieve AT LEAST 90% of the internet speed, listed on your plan. I have successfully had five months of free internet, due to this. They have not mentioned lowering the plan, yet.

This applies to both fiber and DSL customers. I am well aware that 90% is an unreasonable standard for old, copper DSL lines. Thanks to Frontier's negligence, however, it has been included in the lawsuit.

I would have dropped Frontier 8 years ago, if I had another affordable option. I hate the company, their support system, and everything about them. Since I am stuck with them, I figure I might as well spread the good word, in the mean time.

So some young tech has cut my ONT like TWICE now and frontier forces me to wait a whole 24 hours for someone to come out and reline my Ont took the last guy 5 minutes im so fucking fed up with this company and its lazy ass technicians it’s 1pm they’re not booked up until closing time this is BS

Had Fiber 500 installed at our house and could not be happier now that they got a working ONT (ver1 not ver2) installed. Half the price of coax.

We just found out Frontier is now in the area of our humble summer lake place and I just placed that order. Got the same great deal of 500/500, 3 months free, $50 gift card...and of course it claimed a $15 savings if we have Verizon Wireless which we just switched too.

Questions:

1. Am I really going to get $15 a month off a $30 service?

2. Will they give me the same deal on the 2nd service at the lake or will they most likely not offer that or remove it once they determine they are already giving it on my primary house?

Anyone a support person that knows this or does anyone else have a 2nd service like us?