As with many people, I've been frustrated by the high cost of cable television, especially since most of what I watch anymore is streaming video through Amazon and Netflixs. I have cable bundled with telephone and Internet through Frontier. I've used their services for about eight years since we moved into our current home (and it was the only option). My cable package has included just about every premium channel out there and I've paid dearly for it over the years.
A few weeks ago I was shocked to see my bill had increased by almost a $100 over the monthly bill I was used to. Reviewing the bill didn't shed any light on why. It was full of service charges, taxes and unintelligible components. So I reached out to Frontier's customer service for an explanation. It launched a saga I'm sure many people who deal with cable companies are familiar with. But here is a sample of my chat sessions with Frontier customer service and tech support. I apologize for how long it is, but I wanted to give a true sense of how bad Frontier's customer service really is. The only customer service I have experienced that is as bad as their's is Boost Mobile.
My first session with Frontier was on July 31, 2018. Frontier's comments are in gray. Mine are in blue. My unarticulated thoughts are in parentheses.
When you chat with us, you grant us permission to review your services during the chat to offer you the best value. Your current services will not be affected if you refuse permission by not proceeding with chat. Frontier has the duty to protect your information. This is your right under Federal law. For quality and security purposes, your session is recorded and may be monitored or reviewed.
1:17 PMTime H
My bill has increased almost $75 over the past two months. I'm trying to determine why? What is a Directory/Non-Reg charge?
Thank you for chatting with Frontier, Time. My name is Jade and I'll be assisting you today.
May I confirm your billing telephone number xxxxxxxxxx and this is the account we will be looking at together?
1:18 PMTime H
Please bear with me while I'm reviewing the information on your account.
I see here that you have Phone, Internet, and TV services.
1:22 PMTime H
That is correct.
I have reviewed the account.
I noticed that your discounts expired in your June statement.
1:25 PMTime H
What discounts were those? I have had this service for eight years.
They were discounts for Internet, and TV services
While we are taking care of your services I will review your account to make sure you are getting the best value.
(Translated this means Jade will review my account to see if she can get more money out of me and distract me from the real reason I had contacted Customer Service.)