I first reviewed Frontier’s Optic Service here in Connecticut two years ago when my Dad had the 500/500 service installed. My mother had the service installed at her place a year later. Recently, I received a lot of comments asking how well the service is holding up. For the most part, it’s been stable, but there are a few key things to watch out for, especially when it comes to billing.
You can find out more in my latest video.
The service itself has been great in terms of bandwidth and reliability, even in challenging areas like my father’s home near the beach, where salty air causes corrosion on traditional coax wires and connectors. Compared to cable services, which often needed repair due to corroded connectors, Frontier’s fiber optic technology has been much more reliable for him.
However, it’s not all good news, particularly when it comes to customer support and billing. When my mom signed up, she encountered multiple issues. Her initial service order was botched, resulting in two accounts being set up, and it took several rounds of customer service calls to sort out.
After a year of service, her bill began to creep up. Initially, her service package cost around $150 per month, but as promotions ended and prices increased, she found herself paying $300 more annually, with no change in the level of service. By mid-2024, her bill had risen to nearly $176, mainly due to increases in the base price for the Internet service, the expiration of promotional discounts for YouTube TV, and a reduction in the autopay discount.
Frontier’s online tools for managing the account were less than helpful. When I attempted to change her service plan, their website crashed. Despite the challenges, it may be worthwhile to switch her to Frontier’s newer, more affordable 200 Mbps symmetrical plan, which didn’t exist when she first signed up.
Frontier now offers higher-end packages with speeds of up to 7 gigabits per second across most of their fiber service area. But, as impressive as that may sound, it’s not necessarily practical, since most online services usually top out at around 2 gigs. Also of note, Comcast’s Gigabit Pro costs about the same as the 7 gig plan with a more robust metro ethernet connection.
Frontier may soon be acquired by Verizon in a $20 billion deal. If the acquisition goes through, it would mark an ironic turn of events, as Verizon had previously sold off its copper landline assets and pole attachments to Frontier.
The deal still requires shareholder and regulatory approval, and there are concerns within the financial community about whether it will benefit Verizon. In the meantime, Frontier customers should keep an eye on their bills. While the service itself is reliable, navigating customer support and billing issues will sadly be an ongoing challenge.