Frontier screw-up

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Mar 11, 2013
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Bay area CA
my wife got a panicked call from a friend of hers regarding a tablet and a PC that had a screen with a download pop-up (I didn't see it) on all pages on both devices. we thought it was a hijacked page with a download-this-so-I-can-take-over and was a propagated page through html url sharing of the browser. we tried different browsers (started with chrome, tried firefox, edge) then finally IE gave us a page about Frontier requiring a modem (!) firmware download. NO other hints, facts, etc called frontier - waited 45 minutes. then verified it was a legitimate upgrade for the router. they also indicated an outage. followed the incorrect and incomplete instructions - still didn't work. rebooted everything (router, PC, tablet, refrigerator, dog, etc) then voila - everything worked. of course, once fixed there was NO outage. seems Frontier conveniently forgot to tell anyone on their network there would be a forced upgrade (nothing will work until upgraded) with no notice (happened about 6pm on Friday - nice touch) apparently they did NOT staff up tech support. nor did they describe in that one-page what happens, what to do, and how to recover. notice to any and all frontier people on the executive staff 1. test and eat your own dog food, do a trial run with limited numbers 2. tell everyone ahead of time 3. staff accordingly - prepare scripts in English and hire temps 4. do not have some stupid check-box about completing the download (you cannot tell it's been updated? born yesterday?) 5. watch ALL your competitors get your business without them spending a dime on marketing, TV ads, internet ad, etc PS - tell your executives that are crowding the two-seater custom roadsters section of the local benz dealerships that their 6 figure quarterly bonuses are being canceled and their positions are being reviewed for replacements by more competent personnel. PPS this rivals the photobucket's $40 billion bet ($400 per year times 100million users) as the corporate Darwin's top contenders for geniuses of the decade. PPPS - hire smarter marketing and technical people. forget BILs, resumes (ever see a bad one?) and require three things- mensa certification, exquisite English communications skills, and a technical background. In all seriousness, this is a hyperbole packed rebuttal from someone who did time in hi-tech (guess where) and my only unknown is who chapters 11 first...
 
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Jun 28, 2003
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Illinois
Originally Posted By: HosteenJorje
I'm surprised Frontier is still in business.
They took over my Verizon land lines a decade or so ago. Now Illinois is getting ready to OK the dropping of landlines all together.
 
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I'm surprised how many people use bottom-tier ISP's. and who really needs dedicated phone service? if you do, My VOIP is great for $5 a month. and their speeds are pretty slow. their top speed level is 12 mbps. !!??!!?? I'd say their marketing people are worth whatever they are paid - since they are selling garbage!
 
Joined
Jun 25, 2009
Messages
4,074
Location
Chicago, IL
Originally Posted By: SHOZ
Originally Posted By: HosteenJorje
I'm surprised Frontier is still in business.
They took over my Verizon land lines a decade or so ago. Now Illinois is getting ready to OK the dropping of landlines all together.
the problem with dropping land lines is that other customers and taxpayers will be forced to pay for internet and (cell) phones for those less fortunate (or less motivated)
 
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