Frontier Communications

www.frontier.com

Frontier Communications Reviews

Updated January 11, 2015
Updated January 11, 2015
530 Reviews
3.0
530 Reviews
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Frontier Communications Chairman & CEO Maggie Wilderotter
Maggie Wilderotter
395 Ratings

Review Highlights

Pros
  • Pay and benefits are probably the best thing and the only "pros" to consider (in 30 reviews)

  • The pay is very good, the schedule is extremely flexible and we have good benefits (in 29 reviews)


Cons
  • Upper Management, considers Technicians with high Call Handling Time as inept (in 39 reviews)

  • Finding a work-life balance can be tough but can be done (in 17 reviews)

More Highlights

100 Employee Reviews Back to all reviews

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  1. 1 person found this helpful  

    Overworked and underpaid. Expensive health benefits.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Anonymous Employee in Everett, WA
    Current Employee - Anonymous Employee in Everett, WA

    I have been working at Frontier Communications full-time (more than 10 years)

    Pros

    I like most of the people that I work with and I have grown a lot over the years. Convenient office location and free parking.

    Cons

    Low salary for management, lots of hours and no paid overtime so you are working for free, Health benefits are extremely expensive. Management assigns too much work to handle for one person. Stock price is so low that you don't make any money in your profit sharing. Promotions are given to those who put in the most hours. Recent CT Acquisition was not thought out or planned very well by upper management.

    Advice to ManagementAdvice

    Try focusing on getting rid of that 10 billion dollar debt and quit trying to expand so fast and work on updating your ancient software systems.

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  2. 4 people found this helpful  

    Lebensraum didn't work before and history is repeating itself

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Customer Service
    Current Employee - Customer Service

    I have been working at Frontier Communications full-time (more than 3 years)

    Pros

    Pay and benefits are better than industry average because of the union.

    Cons

    When Frontier bought out the unwanted Verizon FiOS territories, experienced workers were already on the job. There were system nightmares which are still plaguing the company such as a legacy order system that as yet didn't get fully adapted to the addition of FiOS. On top of that, two generations of newer order systems have made the problem progressively worse to the point that what you get out doesn't resemble what you put in. Most orders go on to another department only to have to be corrected or returned back for another attempt at getting them reasonably correct. The waste of time and effort is enormous just to get a job to the field where further corrections need to be made to get a working installation. Now throw the unwanted AT&T Connecticut U-verse territory into the mix, adding another technology to imperfect systems and providing minimal training to a small group of Frontier employees who in turn have to try and train all of the other employees. Frontier did absorb the AT&T employees but the extra burden has created an extreme shortage of help for all customers. Thousands of trouble reports and calls holding for agents (actual thousands) have overwhelmed agents with insufficient training. Hiring people and training them to be proficient in these systems isn't something that can happen overnight and customers aren't going to wait months for them to get up to speed. In desperation, calls are transferred or dumped from incorrect department to incorrect department due to the lack of clarity as to who handles what or just to get rid of a call an agent doesn't know how to deal with. The regulators who approved this have shown their naivety by allowing this acquisition without ensuring that support would be adequate during the transition. They sold out for promises of monetary guarantees and maybe some other things as well. These are the agencies that are supposed to be protecting us and we pay taxes for that. Meanwhile, the architects of this mayhem are probably laughing all the way to the bank while the workforce and the customers pay the real price.

    Advice to ManagementAdvice

    If you make it through this without a bailout, don't even think about doing it again! Advice to Connecticut customers - if your service stops working, get another service for a year until Frontier figures out how to make it work. Advice to stockholders - watch the news about Connecticut very closely.

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  3. 3 people found this helpful  

    Lost in the dividend

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Sales and Service Technician
    Current Employee - Sales and Service Technician

    I have been working at Frontier Communications full-time (more than 5 years)

    Pros

    Hourly Pay. Great Co-workers at least in my group. A fantastic Technical Supervisor who actually know what we are talking about.

    Cons

    Senior Leadership. Long Term Planning. Knowledge and leadership of management. Company is more interested in Marketing and Sales than providing a product that works. Every decision and action is short sided and under thought by college graduates who have apparently never done anything other that school work. There knowledge of how to take a product from start to finish is all done via widgets that work great in theory but never seem to actually go through real world processes. Systems are impossible to work with and get accurate info. Billing is the most outrageous issue to still be having in this day and age and Frontier cannot get any bills correct. Frontier does not make or research a single product is sells. Everything that is sold is someone else's product. Frontier has no product except Phone service and Internet service. All the other items are another company's that we resell so there is no culpability.

    Advice to ManagementAdvice

    Replace yourselves and take that giant golden parachute.

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
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  5. 1 person found this helpful  

    Frontier Communications - Go with another company for your communication and entertainment needs.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Customer Service Specialist in Eagan, MN
    Former Employee - Customer Service Specialist in Eagan, MN

    I worked at Frontier Communications full-time (more than 3 years)

    Pros

    This is a local company bringing jobs to the Twin Cities.

    Cons

    Everything is about sales. When they acquired Verizon, employee and customer support took a drastic drop.

    Advice to ManagementAdvice

    Take care of your employees

    Doesn't Recommend
    Negative Outlook
    Approves of CEO
  6. 3 people found this helpful  

    1 year and out

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - IT Project Manager in Rochester, NY
    Former Employee - IT Project Manager in Rochester, NY

    I worked at Frontier Communications full-time (more than a year)

    Pros

    Well paid, flexible schedule, lots to learn

    Cons

    No clear work objectives
    Lack of leadership
    People around me were able to do absolutely nothing and get away with it

    Advice to ManagementAdvice

    Provide a clear direction, keep an eye on what people are doing, not what they say they are doing, get more involved.

    Recommends
    Negative Outlook
    No opinion of CEO
  7.  

    Only work at the Internet Help Desk in Rochester NY, if you are a good salesperson.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Internet Help Desk Technician in Rochester, NY
    Current Employee - Internet Help Desk Technician in Rochester, NY

    I have been working at Frontier Communications full-time (more than a year)

    Pros

    You can make very good money selling Frontier Secure Products.
    Don't need technical Skills if you are a good sales person and will be well compensated for not only selling Frontier Secure Products but getting the customer off the calls in less than 15 minutes.

    Cons

    Not Compensated for your technical skills even though you're solving the customer's issues.
    Usually, the more difficult technical issues require more phone time with the customer, which then raises the Internet Help Desk Technician's Handling Time. Upper Management, considers Technicians with high Call Handling Time as inept.

     Required Overtime on short notice with no consideration of family hardships and transportation issues. Upper management wants Internet Help Desk Technician's to show compassion toward the customers but show very little compassion towards Internet Help Desk Employees. You must work the mandatory overtime or face disciplinary action.

    Advice to ManagementAdvice

    There needs to be more fairness in compensation for technicians with technical skills vs. technicians with selling skills.

    Employees with Hardships and prior appointments shouldn't be required to work mandatory overtime on such short notice.

    Doesn't Recommend
    Positive Outlook
    No opinion of CEO
  8. 1 person found this helpful  

    Peter Principle

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Network Architect in Stamford, CT
    Former Employee - Network Architect in Stamford, CT

    I worked at Frontier Communications full-time (less than a year)

    Pros

    When we got it right, we brought broadband to some pretty rural markets.

    Cons

    Most major initiatives seems to lose the ability to delegate resources at the middle management level.

    Advice to ManagementAdvice

    My team was responsible for the developing the ethernet architecture strategy for the company, but I don't think our manager knew how a switch worked. The old Bell mentality needs to go.

    Doesn't Recommend
    Positive Outlook
    No opinion of CEO
  9. 2 people found this helpful  

    The IT department is demoralized and stressed

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Senior Systems Analyst in Deland, FL
    Former Employee - Senior Systems Analyst in Deland, FL

    I worked at Frontier Communications full-time (more than 8 years)

    Pros

    Flexible work hours. Work From Home option available, upon approval.

    Cons

    The major motivational tool used by the first level management is fear. Office environment was very unprofessional. Dysfunctional work environment.

    Advice to ManagementAdvice

    Provide more support and training to new hires and those who struggle.

    Doesn't Recommend
    Neutral Outlook
    Approves of CEO
  10. 1 person found this helpful  

    Great pay and benefits! The actual job left much to be desired.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Dispatcher
    Former Employee - Dispatcher

    I worked at Frontier Communications full-time (more than a year)

    Pros

    High salary and good benefits. Tuition reimbursement is comparable now to other companies while just a few months ago, it was all prepaid and no need to repay if you left the company.

    Cons

    Managers expect their employees to manage the work flow as opposed to doing it themselves. Employees should be responsible for doing the work while the manager decides who actually does the work. Unfortunately, the managers seem to think their only responsibility is taking escalated phone calls and doing projects for upper management. Oh, and good luck with career pathing. It is non-existent.

    Advice to ManagementAdvice

    Have your managers go through some intense training on how to manage people and how to make decisions without using emotion. Recent changes to the schedule have caused an increase in the number of missed appointments because technicians were removed from Monday schedules to the Weekend Schedules. This decision to exclude more techs from Mondays needs to be reversed. Also, everyone who can do a job from home, should have the opportunity to do just that. Work from home. Most jobs can be performed from home, provided they have VPN Access.

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  11. 2 people found this helpful  

    Unhappy Employment

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - IHD in Allen, TX
    Current Employee - IHD in Allen, TX

    I have been working at Frontier Communications full-time (more than a year)

    Pros

    Benefits are ok. When you are popular with the management you can sometimes advance. Some of the Supervisors care for the employees quite a bit.

    Cons

    Management changes stats regularly in the middle of quarters and this affects your pay substantially if the changes are unfair they will tell you that the changes need to stay in place until the end of the quarter and usually do not change. They promise big changes and advancement to keep employees but they do not follow through. They make their employees feel like they are low priority. Their pay is substantially lower than other competing companies.

    Advice to ManagementAdvice

    Follow through with their promises and care more about their parents.

    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO

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