texas

Complaints Persist Over Verizon, Frontier Switch

No phone. No TV. No internet. Sounds nice if you're on a beach in the Bahamas — but not so nice if you're in your own home.

In the month since the changeover from Verizon to Frontier, more than 120 people have called and emailed to complain to NBC5 Responds.

Viewers are also filing complaints with the Public Utility Commission of Texas, which saw a spike in complaints last month.

While Frontier has been extremely helpful getting things fixed for NBC 5 viewers, the complaints haven't slowed since the switchover April 1st.

Chip Gordon reached out to NBC5 Responds after his phone, internet and TV had been out ten days.

"Frontier, I have done everything I know to do to contact you and explain the gravity of my situation," said Gordon, "And here we are on day ten, no response."

Gordon said he called at least twenty times trying to get help. He also said there were five service calls that were scheduled but when no one showed up.

"I've never experienced anything like this and I feel helpless," said Gordon. "'We called every day every night and it just goes into a black hole."

The last straw was when he got his new Frontier bill.

Gordon told us, "They are billing me ahead of time up through mid-May, mid-April, and that is the period of time that I have not had service for 10 days."

Workers arrived at Gordon's home just hours after we emailed Frontier and fixed his service. Gordon also received a $350 credit.

Frontier has resolved every complaint NBC5 Responds has sent their way.

Frontier gave us this statement:

"Frontier communications is committed to addressing customer concerns and is making steady progress towards resolving the remaining conversion-related service issues, including Mr. Gordon's.
The vast majority of service disruptions related to the conversion have been substantially completed and we anticipate that the remaining isolated data and voip service tickets will be resolved over the next week.
We sincerely thank our customers for their patience during this time of transition."

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