At Attorney General Bondi’s Request, Hotline Established for Frontier Customers

Frontier Communications acquired Verizon’s wireless properties in parts of Florida earlier this year. Since then, more than 700 consumers have contacted the Attorney General’s Office with complaints about internet, security, phone and television services. At the request of Attorney General Pam Bondi, Frontier Communications Corporation is now committed to improving communications and customer services in Florida.

If you are a Frontier customer experiencing problems, you can file a complaint with the Florida Attorney General’s Office by visiting or calling (866) 9NO-SCAM.

Attorney General Bondi met with Frontier Executives last week and now the company has agreed to several changes to improve services. Frontier executives agreed to the following:

  • Frontier Communications will immediately prioritize addressing complaints regarding seniors and medically disadvantaged individuals;
  • A new Florida-based customer service number, (888) 457-4110, has been established that will be answered by live representatives from 7 a.m. to 11 p.m. The company also has set up a Chat Live platform for those able to go online;
  • Frontier has instituted a “SWAT Team” to coordinate the rapid response to customer escalations and service outages; and
  • Every customer who reported any out of service issue will be given a credit. The credit will be reflected on the customer’s bill no later than the end of June with no contact necessary with the company to receive this credit.

In a letter sent by Attorney General Bondi to Frontier’s CEO, the Attorney General outlined the serious service disruptions being reported to her office by Frontier customers. Customers complained of lost access to essential 911 services due to no phone service, lost internet service, extended waiting periods on customer service lines, missed service appointments, and no automatic billing credits for customers who lost service. To view the letter, click here.

At the meeting, Frontier provided the Attorney General with a written response to her letter addressing many of these issues. To view Frontier’s response, click here.