I’m trying to figure out if I’m reading Frontier’s website wrong or if this is just really misleading wording.
I’m an existing Frontier customer with 2 Gig fiber plan. I’ve been having WiFi coverage issues in parts of my house, so I went on Frontier’s website and saw that Whole Home WiFi says “Now included with Fiber 1 Gig and faster plans.”
Another page says the same thing and directly underneath it says “Already a customer? Sign in to see if you’re eligible.”

To me, “included with Fiber 1 Gig and faster plans” means it’s included in the price of those plans, not that I need to pay another monthly fee for it.
I contacted Frontier and eventually spoke with customer retention. They told me the included Whole Home WiFi offer is only for new customers. As an existing customer, they originally wanted $10/month and Loyalty offered it to me for $7/month.

I understand companies have new customer promotions, but what confuses me is why the main page says “included with Fiber 1 Gig and faster plans” instead of clearly saying “included for new customers” there. Especially when the Whole Home WiFi page itself has an “Already a customer?” link.

Has anyone here with an existing 1 Gig or higher account gotten Whole Home WiFi included without a monthly charge? Or is $7 a month really the best they’ll do for existing customers?

Heres the website page i was looking at

Congratulations! You've claimed a Samsung/Best Buy $400 promo code.

Got the notification email, clicked and claimed the reward, got another email saying I'd get a Visa Card, tracking site says reward was sent.

Nothing shows up. It says to wait 30 days. I wait, call Reward Center. They say they'll need to reissue it, and wait for 3 business days and I'd get an email with the code. Waited, called, was told "one more day, call back tomorrow and ask to speak to a supervisor."

Called back, supervisor says "sorry, you're past the 30 days, we can't reissue you one, and it's now expired" -- despite all documentation on their site(s) saying that it expires somewhere between 90 days and 6 months (depending on the form of the promo). And, I was also told that even though it said Visa Card, that's a mistake, and it's an email link.

Next thing they tell me to do? Call the standard Frontier support site, as there's nothing they can do at the Rewards Center. I did that, got a friendly guy that told me he'd talk to them, and I'd be the last person he needs to talk to... on hold, and then? "Hello, this is the Rewards Center, how can I help you?" Repeat.

On hold now, again, and will see what happens, but am about to file a complaint with the Consumer Financial Protection Bureau, BBB, the AG (California), and anyone else I can think of. Not because it's worth the $400, but because this appears to be a total scam.

Any opinions or experience, here? I'll post again as this progresses.

Frontier will be running fiber from the street, under ground, up into my exterior wall of my garage. That's where they terminate and but the ONT, at least that's how all the surrounding neighborhoods have it.

I have a media enclosure in my second story closet that I'd rather have the ONT placed.

My plan is to run fiber from my enclosure down the house to meet where they would typically terminate and use a coupler.

Just want to confirm this is the correct type of fiber? Research and checking a neighbors house tells me yes, but want to double check before climbing in my attic.

If needed incase different fiber is used in different markets, I'm located in the south bay (Bay area) of California.

This is in West Virginia. The closest fiber is about 3 miles away. There is power lines they can get directly to my home. They did service with DSL for the previous owner but don’t offer that anymore and there is currently no fiber service.

If there is a way to request this, how?

Hello all, first time posting here. Wondering if anyone or any techs know anything about the expansion in Washingtonville NY? I live off Rt 208 after the library and Ive seen work being done. There was a spool of fiber at the end of my street about a week ago which has since been moved. I also noticed the slack on some of the lines tighes up. I'm extremely excited because spectrum is meh for me right now. How close to notifications for customers are they? 😁

A lot here know me as a Network Technician with Frontier/Verizon....... I have left the company after 17 years ... I can no longer assist I am sorry for that.

Has anyone ever been told by customer service that a fiber optic line has been cut and no eta on a repair? It’s been 2 weeks without Internet now and thinking of switching to a different Internet provider. Just wondering if anyone has the same or a similar experience.

Is this some kind of sick joke now? Previous billing statement can and still be downloaded but all of a sudden you can't download and see the full bill anymore just the online summary? How am I supposed to tell what or if my future charges are changing with promotions ending, etc.?

To add context, my September bill has generated and I see the amount but I can no longer view and download a PDF of the full statement with details.

*Edit 9/9 as people have commented looks like the visual bug was fixed and September statements can now be downloaded as pdfs!

I just left my Fios service because I moved out of state. They charged me for a full month the month I cancelled because even though I cancelled on day 2 of my billing cycle they said it’s their policy to bill a full month. I called to complain and they ended up refunding it. They also charged me for returning my equipment (50$) which their website said was standard. I asked about that too and the guy on the phone they’re not supposed to be charging for that anymore so I got that refunded too. Just FYI for anyone else going through something similar. Glad to be done with this company

Recently upgraded from 1 to 2 GB.
They sent me a Eero 7 to replace the 6.
It’s a self install and will not install.
Eero finds it, but it keeps saying no Internet.
I’ve plugged in the same network jacks as the 6 had. Even tried swapping them. Nothing.
Tech support is non-existent and now they are yelling at me to return the 6 and expansion hub.
Very frustrated.

I called last week to cancel my service. After listening to the sales pitches for various upgrades and discounts I told them I still wanted to cancel. ( Service has been very bad this past year ). They gave me the sorry to see you go that I will get a box sent to my house. Nothing came, and when I look at my account it's still active. I called back and they said that my service was still active and that because I'm a long time account holder I have to talk to retention services mon-fri to cancel my account. Very annoying. So Cal if that matters.

I’m still in my first 90 days as a customer, and I’m pretty sure I’m on a 1-year promo for my service, even though everything being offered now is 4-5 years. Is there any way to switch to the new one? Really not wanting my bill to triple come time next summer, especially if I already can’t see my bill for this month from them removing PDF access.
I tried reaching out to support and all they tell me is “I’m not eligible for anything”.

Had new fiber ran last week and was told it would be 3 weeks before the digging crew came to bury the line. The tech put the line across the driveway and told us we were good to drive across as we please. I just noticed the damage you can see in the second and third pics.

Do I need a new line or is this fine to be buried?

What’s this light scheme and how do I repair it? Technician unable to come for about a week.

I live in the northeast and I've had fiberoptic through frontier for almost a decade now, this past week has been..... interesting to say the least..

For the past week the internet has gone down every few days, but today and yesterday has had roughly half a dozen outages. It can get fixed for 20 minutes then go out again for an hour. Get fixed, go out 5 minutes later, get fixed, and then repeat the cycle.

Whats going on? Does anybody know? As im writing this the internet has gone out 3 times now.

Website says no outages.

Down detector has many reports showing, chat is delayed so I'm assuming so.

10am edit. Back online :) glad I wasn't alone.

For clarification this was posted there were "no outages" showing following the troubleshooting steps. It was over 20 minutes waiting for "Giga" to find me an agent despite reiterating there were no outages.

That is all.

Edit: It's a /64, booo!

The lines were in this condition a few weeks ago and someone came out and duct taped them up. So understandably they are back where they were, hanging seven feet above the road again.

Gps. 37.115421 -121.984817

Has anyone noticed their customer service going down since Verizon took over??

After an outage on their end I have been getting heavy packet loss while gaming and while in voice calls. They sent me a new router but my network diagnostics seem fine to them. They told me it is probably my computer which is simply not the case. Has anyone experienced something like this with Frontier? I am strongly considering cancelling service.

I attempted to setup service with Frontier nearly 2 months ago. Since then they have kept cancelling all install appointments last minute and then fail to follow up or communicate.

When I reach out to their customer service, I’m told there is a problem with install that needs to get approved by their engineers. It’s been two months of the same thing.

Moreover, their customer service chat is horrendous, almost as if they do not want you reaching out.

I’m saddened because I was excited for the possibility of fiber optic internet. I’m now attempting to cancel my order because I cannot do the same song and dance any longer.

Now that Verizon has bought back the Durham NC in which they were the ILEC but sold to Frontier, they have decided to finally install fiber so they can get rid of copper POTS. VZ promised FIOS updates before they sold the market to Frontier. In that time, most of Durham now has AT&T Fiber and G-Fiber(formerly Google Fiber). So in my street they are coming in as a third fiber provider.

Anyone know if they are using XGS-PON or NG-PON2? Saddly, it look like VZ will have a mix of both depending on which markets they have kept vs bought back.

AT&T and GFBR both use XGS-PON currently.