Frontier Communications

  www.frontier.com
  www.frontier.com

Frontier Communications Reviews

Updated December 12, 2014
Updated December 12, 2014
514 Reviews
2.9
514 Reviews
Rating Trends

Recommend to a friend
Approve of CEO
Frontier Communications Chairman & CEO Maggie Wilderotter
Maggie Wilderotter
388 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

Employee Reviews

Sort: Popular Rating Date
  1. 1 person found this helpful  

    Worst company experience ever

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

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

    Pros

    Poor leaders lead to poor execution

    Cons

    No work-life balance.
    Expectations far exceed what actually can be delivered.
    Leadership that does not have a clue how to lead.
    Too many Yes Men.
    Verizon kept the best and Frontier got rest.

    Advice to ManagementAdvice

    Clean house. Bring in new blood and get rid of the Managers that are waiting on retirement.

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  2. 1 person found this helpful  

    Every single day there is something "new" that needs to be implemented

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

    I have been working at Frontier Communications

    Pros

    First line managers are easy to work for, the pay is great considering what I actually do in a day.

    Cons

    Management above the first line have no clue what is going on and they roll out the worst ideas possible.
    All the old Verizon/GTE practices that didn't work are being brought back because the old Verizon employees are still in a position of power.
    Feel like we have been lied to since the acquisition from Verizon, they said that they are an employee friendly company but it sure doesn't seem like it though. From work groups that don't have enough techs to handle the volume of trouble tickets to the constant changing of the technician schedules, you're not left with time at home to release from the job. And with more focus on your numbers than actually addressing the real issues you feel like you are one slip up away from discipline.

    Advice to ManagementAdvice

    Let's address our plant issues instead of pushing the products that aren't going to work on our sub-par facilities. Why do I have to constantly tell customers that your slow speed or your disconnects are because of our congestion, I mean area of high demand, oops I mean surplus of users.

    Doesn't Recommend
    Negative Outlook
  3. 2 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
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  5. 1 person found this helpful  

    Horrible Place to work. Would not recommend to anyone

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Residential Sales and Service Consultant in Marion, OH
    Current Employee - Residential Sales and Service Consultant in Marion, OH

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

    Pros

    Benefits and pay are the only pros

    Cons

    Very hard to balance personal life from work. Almost like a school environment where you have people who are treated differently for certain reasons. Schedule is horrible and they don't care or understand that some people have families

    Advice to ManagementAdvice

    ALL employees need to know they are appreciated! Not just the top sellers. Believe it or not most of us try our hardest

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO
  6.  

    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
  7. 2 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
  8. 2 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 an 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
  9.  

    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 an 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
  10. 3 people found this helpful  

    Time to look at management's purpose

    • 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

    Good pay and benefits based on industry comparisons. The main reason not to go elsewhere.

    Cons

    Management should be proactive and look at the big picture, not just the next few minutes. It is completely reactive and does not make an effort on foresight unless forced to do so by circumstances, usually when it has reached a crisis point. Many are women who found a way to get into a management position so that they wouldn't have to deal with the real work any more. Worker issues are treated as business as usual, to be endured instead of looking for a remedy, especially if it involves dealing with another department which might cause resentment. Personal devices are prohibited like cell phones or use of the internet on personal time but that doesn't seem to apply to the managers who shop online, talk on personal phone calls, and wander around socializing with their favorite people, taking them away from their work. They watch and publish stats to inform you about your status with an occasional suggestion that things may need to improve. No guidance is provided or acknowledgement of conditions that affect performance and are beyond the control of workers like broken systems. What many customers probably aren't aware of is that when they ask for a supervisor, they are only getting another worker elevated to the status of being the escalation person making the customer feel as if they are getting more help. This position has no more ability to solve the problem and they are counting on the customer being satisfied that nothing can be done since a "supervisor" told them the same thing. The real supervisors avoid calls from customers as much as possible unless it has become an executive level issue and they are compelled to deal with a problem themselves.

    Advice to ManagementAdvice

    A paradigm shift is required from a management style that is interested in more than holding onto a job and doing as little as possible to survive until retirement. You need management that is proactive for the company and the workers or you are doomed to the status quo which is why so many other companies are mediocre and can't realize the enormous wasted and unused potential of their workforce. Being just a little better than the competition is not a good business model but seems a common goal in the industry. Not exactly what I would call raising the bar.

    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO
  11. 1 person found this helpful  

    If you have what it takes!

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

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

    Pros

    You will advace yourself. You will have a job for life. The pay is competative. The benefits are competative.

    Cons

    Management is unorganized. There is no real structure. It seems like each location across the U.S. has an entirely different process.

    Advice to ManagementAdvice

    You should look for talent that has experience. Look at the people that started at the bottom and worked their way up. These people know and understand how each department works, and therefore understand how to make a positive change across the board. Quit hiring GMs that don't know how to wire a Phone Jack... That should be a minimum requirement. Also... The three Ps are a good thing. Let’s start making it true. Put the Customer first. Direct TV has it figured out. Let's provide a better customer service.

    Recommends
    Positive Outlook
    Approves of CEO

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