Who is running this company?
After receiving numerous notices from Frontier encouraging me to sign up for online billing, I decided to sign up. The opening web page made it sound like a snap, "Frontier makes it easy to go Green in just 3 simple steps." I have invested 1 hour and 15 minutes so far, and I am still not past step 1. First problem: Step 1 asks for a PIN number, which the site says is on page 1 of my bill. I go get my bill, no pin number anywhere, so I call the billing department. After waiting 15 minutes I get a person who seems surprised by my question. She can also view my bill and says she doesn't see a PIN number either, so she will transfer me to tech support. (First red flag: the BILLING department isn't familiar with how customers sign up for online billing?)
Second red flag: I've dealt with Tech support before for internet problems and they've always been great, but I was dubious that they really had anything to do with billing.
After waiting another 20 minutes for a person to answer, my fears were confirmed: a nice Tech support person said they have nothing to do with billing, but he would give me a web site address where I could live chat with someone who could help me. I asked the tech support person not to hang until I had accessed the website, and sure enough it didn't work. He said he'd check it, and after several minutes came back on the phone and said he, too, was unable to access the site, so he would transfer me to someone else (a THIRD person; this is "simple and easy?")
Third person was curt but helpful- said that in 2 minutes I would get an automated phone call with a temporary PIN number. In about 30 seconds the call came through and I went back online to complete the enrollment form. I have typed my account number in 5 different times and had my husband try it twice (just in case I was making a mistake), and each time, an "invalid account number" message comes up! So now I am on hold with customer service for another 15-20 minutes. I started this process at 3:05 PM and it's now 4:32. My questions for Frontier are, "Who is overseeing your employee training?" and "Are you sure you want to call yourselves a "communications" company?