ArtsAutosBooksBusinessEducationEntertainmentFamilyFashionFoodGamesGenderHealthHolidaysHomeHubPagesPersonal FinancePetsPoliticsReligionSportsTechnologyTravel

The Filipino Frontier Communications-Verizon Connection

Updated on April 6, 2016
Frontier Problem areas on April 4.
Frontier Problem areas on April 4.

Over three million customers new to Frontier Communications are frustrated with the poor customer service. This is because Verizon has sold part of its services to Frontier for around $10 billion. The customers that are impacted are those formerly Verizon customers in Texas, California and Florida with Internet, TV, DSL, and FiOS.

The big question is will history repeat. When Frontier bought AT&T in Connecticut in 2014, the customer service was horrific in the switch over transition and over 900 complaints with Consumer Protection were filed. Of those, 240 with the state attorney. Eventually, the company was forced to refund $50 to 170,000 customers because of the mess. Their packages range from $20 to 60, minus any federal and state fees, which usually add another $10 to the overall bill.

To handle the overflow of angry customers, Frontier has contracted with Sykes in Cebu, Philippines, where trained customer service reps try to resolve billing issues etc. Sykes also handles AT&T accounts and their six story building is one of the largest. True, Frontier does have American customer service but are small in comparison. These Filipinos earn just $340 a month working 160 hours, while US employees doing the same job make close to $500 a week. American customers are deluging the Frontier accounts regarding their accounts they cannot even access with a Frontier ID created from the Frontier website. Of course, when the American encounters a non-native voice even in English, many ask where they are located. When they are told “Southeast Asia”, many immediately think “Vietnam”, which angers them more because of history. Because of the bad rap the call centers in India have created (mainly because of their accent and speed when speaking English) and because of unwarranted suspicion their personal info is comprised, many hang up and try to reach an American call center.

Good luck! Most Filipinos speak English much easier to understand than those in India. They go through hours of learning how to speak clearly in English (which, BTW, is their second language and taught in schools). English is their main language used in all businesses there. It is hard to find someone who does not speak some English, especially in city environments.

Frontier’s popular, Video on Demand content from FiOS TV will take longer to fix than the other services. This affects video from premium channels including HBO, Showtime, Starz, Cinemax, and Epix. It may be several more weeks, while billing and account issues should be resolved by April 10.

The majority of calls are from California and Texas and as of April 6, 77% were Internet connections failing, 12% TV failing and 10% total blackout where customers have nothing.

The areas most affected are:

Los Angeles area, San Francisco bay area, Portland, Ore., Las Vegas, NV., Dallas area, TX, Tampa area, FL.

working

This website uses cookies

As a user in the EEA, your approval is needed on a few things. To provide a better website experience, hubpages.com uses cookies (and other similar technologies) and may collect, process, and share personal data. Please choose which areas of our service you consent to our doing so.

For more information on managing or withdrawing consents and how we handle data, visit our Privacy Policy at: https://corp.maven.io/privacy-policy

Show Details
Necessary
HubPages Device IDThis is used to identify particular browsers or devices when the access the service, and is used for security reasons.
LoginThis is necessary to sign in to the HubPages Service.
Google RecaptchaThis is used to prevent bots and spam. (Privacy Policy)
AkismetThis is used to detect comment spam. (Privacy Policy)
HubPages Google AnalyticsThis is used to provide data on traffic to our website, all personally identifyable data is anonymized. (Privacy Policy)
HubPages Traffic PixelThis is used to collect data on traffic to articles and other pages on our site. Unless you are signed in to a HubPages account, all personally identifiable information is anonymized.
Amazon Web ServicesThis is a cloud services platform that we used to host our service. (Privacy Policy)
CloudflareThis is a cloud CDN service that we use to efficiently deliver files required for our service to operate such as javascript, cascading style sheets, images, and videos. (Privacy Policy)
Google Hosted LibrariesJavascript software libraries such as jQuery are loaded at endpoints on the googleapis.com or gstatic.com domains, for performance and efficiency reasons. (Privacy Policy)
Features
Google Custom SearchThis is feature allows you to search the site. (Privacy Policy)
Google MapsSome articles have Google Maps embedded in them. (Privacy Policy)
Google ChartsThis is used to display charts and graphs on articles and the author center. (Privacy Policy)
Google AdSense Host APIThis service allows you to sign up for or associate a Google AdSense account with HubPages, so that you can earn money from ads on your articles. No data is shared unless you engage with this feature. (Privacy Policy)
Google YouTubeSome articles have YouTube videos embedded in them. (Privacy Policy)
VimeoSome articles have Vimeo videos embedded in them. (Privacy Policy)
PaypalThis is used for a registered author who enrolls in the HubPages Earnings program and requests to be paid via PayPal. No data is shared with Paypal unless you engage with this feature. (Privacy Policy)
Facebook LoginYou can use this to streamline signing up for, or signing in to your Hubpages account. No data is shared with Facebook unless you engage with this feature. (Privacy Policy)
MavenThis supports the Maven widget and search functionality. (Privacy Policy)
Marketing
Google AdSenseThis is an ad network. (Privacy Policy)
Google DoubleClickGoogle provides ad serving technology and runs an ad network. (Privacy Policy)
Index ExchangeThis is an ad network. (Privacy Policy)
SovrnThis is an ad network. (Privacy Policy)
Facebook AdsThis is an ad network. (Privacy Policy)
Amazon Unified Ad MarketplaceThis is an ad network. (Privacy Policy)
AppNexusThis is an ad network. (Privacy Policy)
OpenxThis is an ad network. (Privacy Policy)
Rubicon ProjectThis is an ad network. (Privacy Policy)
TripleLiftThis is an ad network. (Privacy Policy)
Say MediaWe partner with Say Media to deliver ad campaigns on our sites. (Privacy Policy)
Remarketing PixelsWe may use remarketing pixels from advertising networks such as Google AdWords, Bing Ads, and Facebook in order to advertise the HubPages Service to people that have visited our sites.
Conversion Tracking PixelsWe may use conversion tracking pixels from advertising networks such as Google AdWords, Bing Ads, and Facebook in order to identify when an advertisement has successfully resulted in the desired action, such as signing up for the HubPages Service or publishing an article on the HubPages Service.
Statistics
Author Google AnalyticsThis is used to provide traffic data and reports to the authors of articles on the HubPages Service. (Privacy Policy)
ComscoreComScore is a media measurement and analytics company providing marketing data and analytics to enterprises, media and advertising agencies, and publishers. Non-consent will result in ComScore only processing obfuscated personal data. (Privacy Policy)
Amazon Tracking PixelSome articles display amazon products as part of the Amazon Affiliate program, this pixel provides traffic statistics for those products (Privacy Policy)
ClickscoThis is a data management platform studying reader behavior (Privacy Policy)