Frontier Communications is wack and sketchy

If you are using Frontier Communications, check your bill.

I happened to notice, randomly, not because I was looking, an article about Frontier Communications billing issues and overcharges.

People battling Frontier Communications over billing issues, overcharges—Lauren Rozyla, ABC Action News

From the start, Danielle Ferrari, has been in a battle with Frontier Communications. She owns a small clothing and consignment store in Tampa.

“The very first bill was wildly wrong,” Ferrari said.

Bills show it was more than $340. Ferrari said it was supposed to be a little more than $100. She said she called and Frontier and they promised to fix the mistake. However she said in the months that followed, she was repeatedly overcharged in various amounts.

Indeed, I’d already been planning on posting about my experience with Frontier Communications because it has been abysmal. Unfortunately, they are the only wired option for Broadband in my area.

When I called to set up an account, I asked for the fastest speed I could get. I was not sold the fastest speed I could get. Their sales script is poor at determining what a customer actually wants, and they pay more attention to the script than to what the customer says they actually want. Also, there was a whole tier of faster service than their basic offerings that I should have been told about but was not, which I qualified for but was not set up with by sales.

Also, they really, really want to sell you a bundle. And, they will find a way to sneak their bogus and bloaty “security bundle” on to your account even if you ask nothing else be added.

I had two installation dates pass by without any communication from Frontier Communications. I finally gave up trying to call them about when they would show up and just accepted they would or wouldn’t. They did finally after over a month of trying.

As I mentioned, my initial configuration was not the one I should have gotten, so after the initial install I had to wait another 3 weeks for it to be upgraded. The area sales guy was supposed to call, but didn’t. I ended up calling in myself again and crossed my fingers that there’d be an actual install on my install date.

Their network is extremely congested. I was seeing ping times in the 1000ms range and packet loss over 40% if I tried to use my service at speed. Here’s some examples, but not the most egregious I’ve seen.

Frontier Communications congestion, ping time and packet loss

Frontier Communications congestion, ping time and packet loss

It’s gotten better since, but it’s not stellar. They clearly aren’t spending on their infrastructure at the NAP I’m connected through.

Then, my first bill came. Frontier overcharged me by $200 on my first bill; including a double charge for something free & a bloatware addon.

On my first bill they charged me $323.67 but it should have been something like $131.72. Everything in a red box on this was their mistake.

Frontier Communications bill with mistakes and bloat

They charged for installation and double for equipment that should have been all free under their promotion.

And they add on, without asking, a bloatware security bundle, that no one needs, that they charge $10 for but then credit back $5 of it as a “security credit”.

I called and spent a couple hours dealing with explaining all that had gone wrong already with the service and the bill, and was told, finally, that it was all sorted out.

Then my second bill came and they hadn’t corrected it completely. They also add late fees if you don’t pay their mistake balance, because they adjust the next bill not the current one.

I called and spent a couple hours dealing with explaining all that had gone wrong already with the service and the first and second bills, and was told, finally, that it was all sorted out.

We’ll see if the third bill comes correct, with the account supposedly showing a credit currently.

It’s as if Frontier Communications is competing to be worse than Comcast. Their accounting and item descriptions are wack. Their onboarding is awful. Their service is poorly provisioned.

Be aware and wary. Frontier Communications is wack and sketchy.

Hopsy is flopsy

Hopsy sounded awesome, but doesn’t deliver.

I’d been considering trying them out for a long time, and finally decided to put in an order using a promo to get 4 growlers for just $20. I ended up having to wait because they were out of stock of things I wanted to try, and then I ended up having to wait because there were things I wanted to try, but they were split between the two locations. At last, there was enough in stock that I wanted, in one location!

I placed my order and selected a delivery date from their calendar of delivery dates. I got a receipt from Hopsy for my order and then settled in to wait a week for the growlers to arrive.

The idea of being able to get craft brewery beer and cider on order sure sounds great. They offer both growlers and torps. Torps are large canisters that fit into a Krups HomeTap, which Heineken is offering in Europe as the Sub, a counter-top device which keeps cold draft beer ready to drink at home. Hopsy seems to be the only place in the US that offers the Sub device and the torps.

I got an email from GSO (“Priority. Ground. Freight.”), which was Hopsy’s carrier of choice, that they’d got a shipment they’d be bringing to me on the selected date, with tracking information. So far, so good. But, when the day of delivery rolled around, and nothing showed up. Turns out the carrier didn’t even try to deliver. They logged the package with “NO DEL ATTEMPT – Ran out of time” and gave up.

What. the. hell. So either GSO is shit at logistics or can’t be bothered to do their job. Could they have deliberately decided it wasn’t worth trying to deliver? Or do they just suck at the logistics of shipping? Either way, they screwed the pooch.

Disappointed, I waited to hear from Hospy. But, I heard nothing from them about it. In the days that followed, GSO logged that they tried to contact Hopsy via email with what to do a couple times after they missed the delivery date. But, after that point I heard nothing from GSO or Hopsy about it.

Over two weeks after my original order date, hearing nothing else, I went ahead and contacted Hopsy by email for a refund.

The unhelpful response from Hopsy was:

Delivering high-quality beer is incredibly important to us, so I apologize for the delivery process not being up to par with our standards. I have passed along your feedback to our operations team, and they are investigating what might have happened.

This is not the type of experience we want our customers to have, so I more than happy to send you a replacement beer order to try or issue a refund. Please let me know what works best for you!

So very nice to know that they don’t try to fail. It’s also great they responded to my request for a refund with an offer for something other than a refund. I responded that I’d like the refund I requested, and, you know, go ahead and remove me from their mailing lists as I don’t need to hear anything more about Hopsy. Time to move on.

Yeah, so, Hopsy is a total flop. Not at all, or even close, to being impressed with follow-up or customer service. Also, GSO is not a shipping company to bother working with because they can’t be bothered to ship things, apparently.

Still, it’s an awesome idea to offer growlers from craft breweries and the Krups HomeTap with torps delivered. But, I hope someone else does it, because it’d be hard not to do a better job at it than Hopsy!