Frontier Communications Customer Service

I've been thinking about changing my internet provider for a while, and I know you can get better deals if you call and talk to an agent. So, I decided to call Frontier Communications. This is a tactic I use a lot, so I've talked to a lot of companies online. With that said, this was probably a moderate experience for me. I wouldn't say calling them is the worst experience because eventually you get to a real agent, and the one I talked to was amiable. However, the phone directory is a mess and it took me over five minutes to get through it. 

That five minutes was spent working my way through the directory. I still had to wait for over ten minutes to talk to someone (although I chose callback service to save myself from being on hold). I'd probably still call them again, but I learned that customer service can be a struggle to get through to. Hopefully, now I've switched providers, I won't have problems with my internet... because I don't feel like dealing with this again anytime soon. 

After I got through a basic message thanking me for calling and reminding me the call would be recorded, an automated voice asked if it could help me. I'm pretty sure it also repeated the question in Spanish. I said, "Want to talk to customer service about a new account." It told me it would get me to a customer consultant to help with the request. I thought it was going to put me on a hold line, but instead, it asked if I already had service with Frontier and if it was for home or business. Once I answered those questions, it asked for my zip code. 

After I gave the answers, the system said, "One minute while I connect you." I expected the hold line again, but instead, I got a warning that there were no more voice-enabled commands and that I should use my keypad. Once again, it stated, "Please hold while we connect your call." This was the third time it told me it was going to connect me to someone, and then I ended up getting asked the same questions again. 

This time, it told me, "If you're a current customer or have a pending order, press 1. To purchase for your home, press 2. For business, press 3. I chose 2 and asked a second time for my zip code. Finally, it said it was transferring the call and actually put me through to a hold line. I was majorly annoyed at this point, but it offered a callback in lieu of waiting ten minutes and that was a relief. I did get to a friendly agent, but it wasn't very nice to get asked the same series of questions from an automated message over and over.