I saw a thread on Cox customer service, so I thought I would relay my recent experience with Frontier.
Earlier this year AT&T abandoned all but wireless for serving CT and sold their internet services to Frontier.
Historically speaking AT&T service was very available, the issues really occurred when trying to change service to get a B/F issue addressed. On 3 separate occasions many hours on tech support to convince them it was not a computer configuration issue, but a link one. Even indicating the modem link light was dropping wasn't enough to convince one intrepid HD person.
Fast forward to last night when, once again, the link light indicated a connection to the CO was failing; I figured the new Frontier was "the old AT&T" with new badges, but when I talked to the woman and indicated the link light was off and on, she immediately focused in on the modem and did some line tests. After about 15 minutes she cut a ticket for the field guy to come out today and do some line tests.
I told her I would be putting my modem, a power cable, and phone line into a plastic tube on the side of the house and I would not be @ the residence, just to have the field guy line test it there. In the past I have heard the "inside wiring problem" tune, so the last time they were out, I had a straight line run thru an open window to my modem, so I could eliminate that possibility in the future.
About 12 today, field guy leaves a message on my phone that the line test failed @ the modem end and failed @ the box. He traced it back on the pole and fixed it, and I should be up and running.
15 minutes on a phone and 0 time @ my house (thanks to a bit of prep on my part and an accommodation by Frontier) and my issue is fixed.
AT&T, your abandonment of internet in CT, WISE choice.
I will be spreading the kudos on rye when the customer survey arrives.
-T
Earlier this year AT&T abandoned all but wireless for serving CT and sold their internet services to Frontier.
Historically speaking AT&T service was very available, the issues really occurred when trying to change service to get a B/F issue addressed. On 3 separate occasions many hours on tech support to convince them it was not a computer configuration issue, but a link one. Even indicating the modem link light was dropping wasn't enough to convince one intrepid HD person.
Fast forward to last night when, once again, the link light indicated a connection to the CO was failing; I figured the new Frontier was "the old AT&T" with new badges, but when I talked to the woman and indicated the link light was off and on, she immediately focused in on the modem and did some line tests. After about 15 minutes she cut a ticket for the field guy to come out today and do some line tests.
I told her I would be putting my modem, a power cable, and phone line into a plastic tube on the side of the house and I would not be @ the residence, just to have the field guy line test it there. In the past I have heard the "inside wiring problem" tune, so the last time they were out, I had a straight line run thru an open window to my modem, so I could eliminate that possibility in the future.
About 12 today, field guy leaves a message on my phone that the line test failed @ the modem end and failed @ the box. He traced it back on the pole and fixed it, and I should be up and running.
15 minutes on a phone and 0 time @ my house (thanks to a bit of prep on my part and an accommodation by Frontier) and my issue is fixed.
AT&T, your abandonment of internet in CT, WISE choice.
I will be spreading the kudos on rye when the customer survey arrives.
-T
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