Consumer warning: Customer argues with Frontier over battery backup

ROCHESTER, NY — A Frontier customer says he never received everything the company promised when he switched to fiber optic internet and Voice over Internet Protocol (VoIP) phone service.

The customer is happy with his service after ditching his old landline and opting for Frontier’s new offering, which includes fiber optic internet and VoIP, allowing voice calls over a broadband internet connection. He says it’s a great price with just one downside – if you don’t have a battery backup, you can’t use your phone.

He says Frontier told him in emails, letters and calls that a battery backup was included. He sent News10NBC a copy of the email he received from customer service confirming his appointment, which clearly states that his appointment would include a battery backup.

Joseph Mele, Frontier customer: “I called Frontier, spent a few hours on a chat line and actually made an appointment.”

Deanna Dewberry, News10NBC: “Wait a minute, did you say a few hours on a chat line?”

Joseph Mele: “Yes.”

Deanna Dewberry: “Oh my God, how frustrating.”

When the technician finally showed up for the battery backup appointment, Mele said, “He told me we don’t do that in Rochester.”

Then a Frontier salesman called and tried to sell him the service he already had, so he asked about a battery backup.

Joseph Mele: “He said, ‘Call this number, I’m sure they can help you.’ But the Columbia employee then referred me back to the website.”

Deanna Dewberry: “Wait a minute. Columbia, Ohio?”

Joseph Mele: “No, Colombia, South America. That’s where your customer service representative was. Right, yes.”

News10NBC contacted Frontier and a media representative responded immediately, saying in an email that a battery backup solution is available for purchase. However, that is not stated in the email from Frontier customer service, indicating a clear discrepancy.

If you believe you received a mailing promising a battery backup that you did not receive, you can contact Deanna Dewberry at [email protected].

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