Frontier Communications Reviews | Glassdoor

Frontier Communications Reviews

Updated May 28, 2017
1,091 reviews

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1,091 Employee Reviews

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Pros
  • the pay and benefits were great but I was better off finishing school (in 57 reviews)

  • Good work environment, good benefits, good pay if you can sell (in 66 reviews)

Cons
  • Good work life balance for all employees (in 32 reviews)

  • Upper management is very disconnected to the actual work being done (in 70 reviews)

More Pros and Cons

  1. "Frontier Communications Review"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Online Sales and Service Representative in Deland, FL
    Former Employee - Online Sales and Service Representative in Deland, FL
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at Frontier Communications full-time (More than 5 years)

    Pros

    Compensation plans for online sales and service agents like myself were good. The benefits were also adequate for what one would expect of a Fortune 500 company.

    Cons

    Complete lack of consistency with regards to recruitment and promotion.
    Mandatory Overtime
    Systems Issues - constant, across the board, un-resolved, inefficient troubleshooting procedures.
    Initial Training- Inadequate for job responsibilities
    No separation of vacation/sick time and penalized regardless when call outs are unscheduled regardless of whether there is PTO available.
    Lack of follow-thru with management at ALL levels of the company and in every division.
    Senior management fails to properly forecast the affects of changes and then blames negative outcomes on lower level employees.

    Advice to Management

    Get senior management on board that actually REFLECTS your mission to provide superior service and customer experience to its customer base and prioritizes the upkeep and improvement of facilities in existing area prior to absorbing new territories with failing facilities and decreasing customer bases.


  2. "Escalation Support Supervisor"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    Former Employee - Escaltion Support Supervisor in Allen, TX
    Former Employee - Escaltion Support Supervisor in Allen, TX
    Doesn't Recommend
    Disapproves of CEO

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

    Pros

    There we opened 24 hours

    Cons

    Frontier did not offer pay raises nor did they have much job opportunities The job was mostly sales which was not revealed in the interview - so in the future please advise your new hires

    Advice to Management

    Learn to work with your workers/employees let them know they do matter


  3. Helpful (4)

    "Great people, poor execution by senior leadership"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Network Operations Manager in Tampa, FL
    Former Employee - Network Operations Manager in Tampa, FL
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at Frontier Communications full-time (More than 10 years)

    Pros

    Generally, the employees want to do what is right and work hard to deliver to the customers.

    Cons

    Senior leadership seems not to know how to fix what they broke when they purchased the former Verizon properties in Texas, California and Florida.

    Advice to Management

    Listen to those who do the work, they might actually be the experts at it.


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  5. Helpful (8)

    "Major Changes"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee in Provo, UT
    Former Employee - Anonymous Employee in Provo, UT
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

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

    Pros

    Pay, Benefits, paid time off, 401k, and co-workers.

    Cons

    Lack of communication and it's a sinking ship

    Advice to Management

    Learn how to communicate and not to do it last minute. Fire Dan McCarthy and Cecilia Mckenney. They are the main reason why this company BROKE. Majority of the employees are very surprised that they would even take their bonus. Apparently POOR PERFORMANCE equal hundreds of thousands in bonuses!!!


  6. "Tech Support"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Tech Support Representative in Provo, UT
    Current Employee - Tech Support Representative in Provo, UT
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

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

    Pros

    Over worked and underpaid by a lot.

    Cons

    There are very many. Moving everybody every month is like grade school.

    Advice to Management

    Lead this company and not just show up form time-to-time.


  7. Helpful (2)

    "Frontier Experience"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Tier II Representative in Deland, FL
    Current Employee - Tier II Representative in Deland, FL
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

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

    Pros

    Great benefits, competitive wages especially for the area.

    Cons

    Company is in debt due to poor decisions thus all opportunity for advancement is gone as well as all compensation. Management acts very political and has been accused of showing favoritism at times.


  8. "IHD Tech 1"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - IHD Tech I in Rochester, NY
    Former Employee - IHD Tech I in Rochester, NY
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

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

    Pros

    Decent Benefits, Easy work, Decent pay

    Cons

    Little upward movement, High pressure to sell

    Advice to Management

    Don't force technicians to sell


  9. Helpful (3)

    "I Have Questions, You Should Too"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Sales and Service Representative, Online in Allen, TX
    Former Employee - Sales and Service Representative, Online in Allen, TX
    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO

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

    Pros

    They were very Vet friendly and community oriented when Maggie was the CEO.

    Cons

    At the end of my time there, I dreaded going to work more and more. I was eventually let go due to an HR issue and the people that work for their HR department in the Texas center (when it was open) were exceptionally ill-equipped to do their jobs. There was a lot of favoritism shown throughout the Residential customer service department in terms of advancement and moving up with the company. If you weren't a part of the "in crowd" or sleeping with someone in leadership or brown nosing you weren't going to get very with the company. It was, like with most companies these days, all about who you knew, not what you knew. I'm thankful I was fired at the end of it all since Frontier eventually laid off all the people i worked with here recently in the last 6 months without batting so much as an eyelash.

    Advice to Management

    You all are just like the rest of these greedy telecom companies, except you have horrible service/products along with terrible customer service. You focus entirely on expecting high profit and sales margins from your customer service reps and not nearly enough on providing functioning quality service worth the price that you charge your customers. Ever since the acquisition of Connecticut and the Texas/California/Florida regions, you've become centered on getting every cent you can rather than upholding the integrity that your company was initially built on. I don't doubt that someone will have bought you all out within the next 5-10 years if not less.


  10. Helpful (6)

    "Awful management"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Provo, UT
    Former Employee - Customer Service Representative in Provo, UT
    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO

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

    Pros

    Good pay at entry level

    Cons

    Terrible work environment, a lot of pressure


  11. Helpful (4)

    "Worst of the worst"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee in Provo, UT
    Former Employee - Anonymous Employee in Provo, UT
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

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

    Pros

    Pay was decent, benefits were reasonable. The building itself was nice and newly renovated. Coworkers were mostly good people.

    Cons

    To begin with I'll introduce myself, If they find out who I am, it isn't too important, but given the track record I had with them, I personally wouldn't put it past them.

    I was a top preforming agent, with impressive stats, who only treated my fellow employees, management and customer's with all due respect and some funny jokes here and there and got along great with nearly everyone.

    I've waited this long to write a review. Because I still have fear and mass anxiety from working there. And I don't put a lot past them.
    Hopefully they've changed and the bad apples are gone.

    So to begin. I started with the company just as they opened their first call center in Utah. I thought it would be a great decision. I was very VERY wrong.

    When we began they had just renovated the building with large desks, awesome machinery. (which they slowly locked down more and more over the weeks. Until I was eventually told I was not allowed to read the news on my breaks) They lured many of us in by stating that we would be directly working for the parent company, we wouldn't be outsourced, like other call centers did. They had a brochure they gave us. Which showed us all sorts of perks. Except the gym. We apparently didn't get access to the gym as they originally showed us. No biggie..

     The first sign that should have thrown up a red flag was that we were their only center (to the best of my knowledge) that had a very strict dress code. Think Sunday Best, even though no one can see you.

    They originally had us do support for their ISP function of their company, which was what all us original techs were good at, they also said sales were optional and a great way to make extra money. That all sounded reasonable. Sales were later driven heavily and I was personally told they would fire people for not pushing sales onto customer's whether theyneeded or not. If this was actually policy, I'm unaware. We eventually doubled for their antivirus type support.

    Customer's would call in irate about slow speeds and other issues, that were often our fault. Yet I felt very pressured by management to lie or mislead them about it. Eventually they settled for $150 million dollar with West Virginia about speed issues.

    Even though we were repeatedly promised multiple times we would never be outsourced. We were promptly outsourced and the original positions were stripped from us and moved back to their East Coast centers, even though we had much better stats than them on all fronts at the time.

    Things got very awful when had to begin working for the other company under Frontier. But, enough story time. I'll just list many negative things I saw there.

    1. Lying about all on site benefits which would be available to us.
    2. Strict dress code.
    3. Open lying by some pseudo-management to higher up management about other employees, in an attempt to get them fired.
    4. People getting relatives hired into management positions without them having even the basic experience of some of their lowest agents.
    5. Threats to fire employees and their uninvolved friends/coworkers for asking some uncomfortable, yet important questions.
    6. Vacation time which was earned, available, and schedule permitting. Denied purely for personal reasons.
    7. Affairs between management and subordinates.
    8. Blatant use of pirated software and distribution of KeyGens to employees.
    9. Higher up management telling employees to do specifically one thing and then lower level management, threaten termination for doing said things.
    10. Once when discussing several of the issues that were bothering me with a team member in power, I was told that I was lying, and I attempted to stay professional and implied that perhaps they may have a source bias and that I want to keep this impartial and professional. Only to hear them say. "I am incapable of being biased" This blew me away as they were restating my history which they never witnessed and were believing a complete falsehood about.
    11. Artificially modifying termination dates after quitting which had several negative impacts.
    12. I once said "Hi" to a long time and still friend of many years, who also worked there, while I was walking off the floor. Only to be pulled into an office and told I was harassing said Coach's Agents, and then was threatened with termination.
    13. Private Property confiscated while in the restroom and never returned.
    14. Threatened for using the restroom, for frequency and medically necessary reasons.
    15. Doctors notes ignored and disregarded.
    16. Pressured to quit, because I had no reason to be fired under their rule system. I was actually told and possibly reasonably so, by a higher level employees. "I'd just quit if they were doing this to me, why don't you?"
    17. No cell phones on the call floor. This was not enforced from what I witnessed.
    18. Management would dodge escalated calls like it was death.

    There is likely a lot more, but that is all I can recall at the moment.
    It wasn't all negative, there were some really reasonable, hardworking people there.

    I've worked much more complex technical jobs, and many that were shady, or extremely physically demanding, jobs working 12hours + a day, with convicted felons, in extreme weather conditions. This was by far the WORST company I have ever dealt with!! I would advise any and everyone to steer as far away from Frontier as they can!

    I realize some of this may sound over dramatized. But, I've held many jobs in differing and similar areas. And only left with friendships and glowing recommendations. I have never been treated so much like a prisoner, so consistently lied about and been so utterly disrespected.

    Take this for what it's worth. This was my experience, personal interpretations and opinions.

    Advice to Management

    Hopefully you've rectified the corruption within your ranks. Don't lie to employees, don't promote based on nepotism.


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