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AER

romeo.pocot@ibex.co CRIS ID: 829805

Definitely Excellent Interesting Absolutely Enjoy Brilliant Certainly Splendid Exciting Exactly Essential Terrific Completely Generous Fascinating Quickly Recommend Expert Fantastic Friendly Favorite Great Impressive Ideal Marvelous

•I can help you. I'd love to help you, give me a chance and I will lead you to the path of resolution today. I can get you the right people who can remove your TV service. Give me your best call back number and I'll have them call you now.

•Please don't go. I can definitely help you with your concern today. I'm the best person to talk to.

•

•

•Tech support

The only thing I can help you today is, I'll refer you to our technical support for further assistance that way, they will be able to dispatch an Engineer to investigate your area if needed. Here's the hotline number: 1-800-921-8101.

Recap scripts:

•To make sure I got everything covered, •Just a quick recap, we’ve discussed your bill and clarified that there were no balance due and it will be generated every 2nd of the month. •Let me go back to the reason of this chat and make sure we handle everything

FRONTIER SECURE REFERRAL - 800-730-2113

CLOSING SPIEL.

Thank you for taking time contacting Frontier. After this chat ends, you will receive a short survey about the level of service I've provided you today. The survey is about me, on how I address your concern during our chat session. I believe that I have resolved your concern accordingly, and I will really appreciate it if you make the time to answer the survey for me. Thank you, and have a wonderful rest of your day!

1-800-921-8101

IF AREA IS NOT SERVICEABLE

Thank you for your interest with Frontier products and services. Upon checking your exact address, it shows here that we don't have a service yet available. As resolution, I created an escalation ticket so that our Engineers can review your exact address to see if we can provide a service for you. Feel free to reach us back in the next few days or next week so we can review services in your address again.

Thank you for giving us the opportunity to check for the serviceability in the new address. I am sad the service is not offered at the place you are moving to. Frontier is expanding and we will let you know once our services reach your area. For right now, I will go ahead and create a follow up ticket to our Network Engineers and rest assured that we will contact you once your area is serviceable.

PASSCODE

Here is a much more convenient way to find your 5-digit account passcode, you can go to https://frontier.com/helpcenter/categories/account/manage-my-account/create-change-account-passcode then login to your account and follow the instruction on that page how you can create or change your passcode.

PRORATED CHARGES

We understand the confusion, but I'd be more than happy to break it down for you. The amount that's reflecting on your bill are prorated charges. This means that a bill or invoice is calculated based on the cost per day, so customers only pay for the number of days they use a service for.

Great news! You qualify for Internet with Frontier Secure Multi-Device Security. For $xx, you can get our best service with speeds as fast as Xmbps and our Multi-Device Security will provide up to 10 devices an anti-virus, anti-spyware, banking protection, firewall, fraud protection, and parental controls. Let's sign you up for this!

MISROUTED

I'm sorry to inform you but you were misrouted to Sales and General Customer service. As much as I want to assist you further with this, to better assist you let me get you over to the correct department that could get us properly assisted. I'll make sure as well that we have a rep before I patch you through.

PROSPECT - Can I have your full name, email, phone number, and service address?

DENSITY II

Frontier Internet is increasing due to the continued maintenance of our local network infrastructure used to provide Internet service. As a result of increased bandwidth utilization, demand for services and other requirements, Frontier must also regularly repair and augment this network at significant expense. The amount of the increase was determined based upon Frontier's ongoing analysis of the costs incurred to provide 24x7 support of our local network infrastructure.

Disclosure

Let’s set you up for Paperless Billing and Autopay today. You won’t have to worry about sending in a check every month or logging into your account to see how much you owe. Would you like your secure monthly payments to be withdrawn from your bank account or credit card?

****I’m going to read you an authorization paragraph and will ask you to verbally acknowledge your agreement. Here is a link (URL) to our full Terms & Conditions document https://frontier.com/payment-terms. Let me know if you would like a moment to familiarize yourself with the Terms and Conditions.

****By choosing debit card or ACH (echeck) as your method of payment, as applicable, you agree that: (a) you have been provided a link to the full Terms & Conditions, and agree to these Terms and Conditions, and that this agreement constitutes a "writing signed by you" under any applicable law or regulation and (b) you authorize Frontier (or its agent) to initiate one or more ACH debit entries (withdrawals) and you authorize the financial institution that holds your bank account to deduct such payments, in the amounts and frequency designated in your then-current payment plan. If choosing debit or credit card as your method of payment, you authorize Frontier (or its agent) to charge your card.

SCHEDULE CALL BACK

https://frontier.com/contactus/contact-us#/residential

Channel Guide

https://frontier.com/channel-lineup

VxField Status

ALLOCATED - Great news! A technician has been assigned to your order. You should receive a call once they begin.

ASSIGNED- We are in the process of notifying your technician about your job! You should receive a call soon with an ETA.

PENDING- We are currently assigning a technician to this order. We will contact you if there is any need to reschedule.

EN ROUTE- Our technician has your job on their agenda. You should receive a call from them when they are on the way.

**** CUSTOMER WANTING HIGHER SPEED BUT NO AVAIL ****

Upon checking here in our end, the current maximum speed that we offer in your area is 18m. That's exactly the same speed that you have right now. No worries, I already take note of this concern and we will inform our Engineers here in Frontier about this. We usually upgrade our services from time to time. Hopefully, we will be able to provide Fiber Internet higher than the current speed that you have. Feel free to contact us back next month or check frontier.com website for updates. Rest assured, we will do our best to provide better service to our customers.

Tech Support: 1-800-584-3384/1-877-600-1511 Customer Service: 1-877-4628188 Retentions (NEW): 1-877-258-2251 Frontier Mail Tech Support: 1-800-584-3384 Frontier Secure Activation: 1-800-471-5290 Frontier Secure Support: 1-888-620-3663 Frontier Secure Saves: 1-800-730-2113 Frontier Move: 1-877-651-7307 Movearoo: 1-866-308-4967 Bill Payment: 1-800-801-6652llaawece Deposit: 1-800-847-5948 Refund Customer Service (Disconnected Account): 800-522-7458 DISH: 1-888-742-0239 Vantage Self Install Help Line: 1-877-778-9129 FiOS Self Install Help Line: 1-866-739-4319 Amazon: 1-877-722-7937 Amazon Prime Activation: 888-280-3321 Visa Reward Card: 1-866-572-2779 OSC: 1-800-225-1115 FCCD: 1-877-462-6606 TPV: 602-682-0936 (Res/Bus) IVR: 1-888-742-0239 IVR HOA: 1-888-742-0239 (Oregon) 1-866-845-7225 (Connecticut) 1-888-721-4783 (CTF) 1-844-660-0648

OUT OF HOURS SPIEL --- Hi (name of the customer), I totally understand the urgency to have your concern addressed; however, the department which handles customers specific to WA, OR, MT, and ID states is already closed as their operation hours is 10a-7p only. An extension/adjustment to schedules is on the works to cater customers beyond 7pm. For the meantime, please check our website https://frontier.com/helpcenter for basic help to all of related concerns. There are a lot of useful and relevant articles and guidelines there which you can use/refer to.

TARGET: NXS 10% , OSAT 7.5, IR 65%, BB 8/mo or 2/week atleast, AHT 20 mins

By the way, before I forget, few months ago, we made some upgrades and updates to all our broadband services and equipments. Getting a 500/500 speed is actually the second to the highest speed is a premium speed.

German, I have my supervisor with me right now. I would like you to know that we are creating this order under the best promotions/deal. You can even check other providers online. There is no way for us to adjust or to put another discount to this deal. Again, this is a one time offer!

SAMPLE SCRIPTING FOR BILLING ISSUES:

I am sorry to hear that you believe your bill is incorrect, . Let me pull up the details on this so that I can verify what you should have been charged, and then make any needed adjustments.

I am truly sorry that your account was overcharged. Let me pull up your bill and payment history so that I can see what caused this, then we can make sure the issue is corrected.

How long has this been a concern?

b. What were your expectations for your monthly bill?

c. Have you made any recent changes to the account?

I understand you want to know why your bill is higher than expected. I know how important for us consumers to know the charges we are paying for our bills. No worries, let me pull up the details on this so that I can verify what you should have been charged, and then make any needed adjustments.

SAMPLE SCRIPTING FOR SERVICE OUTAGES OR ISSUES:

I am sorry to hear that your internet service is currently not working – we definitely will work to get that restored as soon as possible for you. Depending on where the problem is, I may need to connect you to our tech support team for further assistance, but please bear with me for a few minutes while I check into this and see if I can resolve the problem from my end.

SAMPLE SCRIPTING FOR SUSPENDED ACCOUNTS:

I do show that your services are suspended at the moment due to the unpaid balance on the account – I’m showing a total balance of (TOTAL) , with the past due amount of (PAST DUE) that needs to be paid in order for us to get your services restored at this time. Do you want to make a payment for that amount now?

SUGGESTED SCRIPTING FOR INTERMITTENT SERVICE:

(CUSTOMER) thank you for verifying that information, and I do apologize for the connection issues you’re experiencing. Let me take a moment to check into this on my end, and see if there’s anything I can find out for you before I get you over to a tech support representative.

CHANGE OF SERVICE:

Thank you for providing that information. I’ll be happy to assist you with changes to your package – what changes were you looking to make?

STARZ SPIEL:

Thank you for letting us know about this! Frontier Communications works hard to give our customers the services they want at the best value possible. Just like all other TV providers, Frontier negotiates with every network for the right to carry their programming on our lineup. Unfortunately, we were not able to negotiate a new agreement with STARZ for a fair price that would help control costs for Frontier and our customers before our current agreement. For this I need to refer you over to our Loyalty department for them to provide you options regarding this concern, since they are the best department that can further assist you with this. You can reach our Loyalty department at 1-800-921-8101 and rest assured that you will be assisted accordingly.

I totally understand that. Our Loyalty department has prepared options for you that you can take advantage on such as promotions for packages. Also, since you mentioned that you already paid your Starz channel, they can also process a courtesy credit for you. I highly suggest to contact them in order to know what options you can get. Feel free to call them during your free time and I'm positive that they can assist you with this accordingly.

REFER TO DISH

I appreciate your patience. Upon checking here, we don't have TV service in your area. However, we have Dish TV. I can refer you to Dish department since we partner with them. This way, your bill will be one. You may contact them through this number 800-333-3474. When you reach them, please use this as reference: (CRIS ID).

SUPERVISOR SPIEL:

I completely understand that you want to chat with a supervisor but my supervisor has the same capability in terms of tool access here in my end. My supervisor will still provide you the same information I provided you today. To ensure that we will be able to cater with your request fully here in Frontier, it would be best if you contact our upper level team and you may request a manager at this number 1-800-921-8101.

I understand that we have been on the chat for a while but I hope you understand that this is part of the validation process so I get to access your account on my end. That is why I have set proper expectations that I will be needing few information to pull up your account onset of our chat.

PREVENT DISCONNECTED CHAT -

Mr. Customer, Please refrain from opening or using a different browser or applications so that our chat won’t be disconnected. I have limited tools and I have no means of contacting you again if we get disconnected. I really want to get this concern resolve for you today.

While I am reviewing your account, please refrain from switching tabs to avoid losing our chat.

WireCard

My apologies for the delay, Paul. We will issue you a Wirecard. You will receive a check from WireCard. Frontier will continue to process live account (overpayment) refunds and deposit refunds directly from Frontier. Credit Balances on final accounts will still be issued refund in 2-3 billing cycles after disconnection. You will will still receive the refund within 8-10 business days after the refund is processed and credit balance removed from the account.

Spanish Transfer - 1.866.217.3049 // https://frontier.com/latino

HBO

Thank you so much for patiently waiting, XXX. Upon checking in here indeed beginning July 31, 2020, the HBO Go app will no longer be available on most devices. You might be able to stream all of HBO together with so much more, by accessing the HBO Max app which we don't provide yet as of the moment however you can get it through this link, https://www.hbomax.com/ .​

HBO has notified Frontier and it's customers their HBO GO App will no longer be available on most devices beginning July 31, 2020. This is in preparation for HBO's transition to HBO Max. As a result, starting July 31, customers will no longer have access to the HBO GO app and will need to go directly to HBOGo.com for access to the app content. Frontier is actively working with HBO and hopes to develop the HBO Max app for our platform; however, it is not available at this time.​

BROADBAND PROCESSING FEE

The broadband processing fee is needed to fully disconnect your services. The system needs to provision it in the central office near your area and tech may have to cut out the services so that you will be deactivated. That is why a broadband processing fee is set as the final bill.

NEW CX:

Let me set proper expectations for you. New installation would require a One time Activation fee of $85 and a credit check is run and deposit may or may not be required depending on your credit.

HBO Max spiel: "Since the transition of HBO Go to HBO Max has just started, Frontier's negotiation with HBO to support HBO Max is still ongoing. Frontier is actively working with HBO and hopes to develop the HBO Max app for our platform. No worries, once it is available you will be notified of its launch. For the meantime, you can go to HBOGo.com for access to the app content. Aside from their website, you can also access HBO content on mobile devices through our FrontierTV App and also online through TVEverywhere by Frontier. This content is slightly different than the content on HBOGO.com." (refer FONE-87-10594)

The IVR payment is an automated system. You will be given voice instructions on how to make the payment. It has no charge/fee. IVR is intended to expedite the process of your payment to be posted within the day. Another good thing about it is that your services will be restored within the day as well. This is the number for the IVR: 1-800-801-6652

Just in case we'll be experiencing latency with our system, I just want to assure you that I will not disconnect our chat. Some of our customers got disconnected suddenly and I want to inform you in advance that in case it happens on set of our chat, please know that I will stay on the line with you until we find a solution to the issue.

Please use another browser or device in accessing your online account so that we won't be disconnected in chat. The 5-digit passcode is the only available validation method on your account. You can locate the 5-digit passcode when you log in to your Frontier Online account and follow these steps: 1. Log in to My Account and click My Profile. 2. In the Frontier ID, Online Password & Account Passcode section, click Change beneath the Account Passcode section. 3. Enter a new 5-digit number in the New Passcode field and type it again in the Confirm Passcode field. 4. Click CHANGE.

To set you proper expectation, I am working from home and for security purposes, I am unable to process payments/managing payment method or anything that will involve card information. But I can hand you over to one of our supervisors to help you further. Would that be fine?

OUTAGE CREDITS CHURVAH

However, please know that we still need to verify the notes that we found here to make sure that we are on the same page, especially that there have been multiple agents who were able to assist you.

Although, I am still doing my best to have your issue rectified. I was able to process the credit for the days you were not able to use the services. However, if you believe you should be getting more, in that case, we will need to coordinate with a tech so a trouble ticket will be created.

To be honest, there's no trouble ticket created for the outages but I exhausted my tools to verify the dates manually from my end and that I was able to credit you for the days that I was able to check. Please know that for credits, we can only process them for valid reason like service outage, or erroneous billing.

Thank you very much for letting us know regarding with this concern for today, we would really wanted to ensure that we can help our customers to our best of abilities. We are currently experiencing unplanned system maintenance as for today and this affects mostly all of us. Rest assured that our technicians are already working to resolve this as soon as possible.

NO TV AVAILABLE:

Thank you for your interest in adding TV service. I'd like to set proper expectations first that due to the Covid-19 pandemic, we are currently prioritizing Internet and phone services as means of communication during these times, thus adding of TV service is temporarily place hold. We'd be happy to let you know as soon as we are able to return normal business offers for TV services.

For the meantime, may I suggest an alternative which is DISH TV service or going with Streaming instead?

DISH TV has affordable packages with variety of channel availability. Streaming service on the other hand is the cheapest option, because you won't be needing to pay monthly for TV set top boxes and HD boxes. You can stream movies, music, TV programming or watch live TV via Sling TV, Philo, Fubo and more. I can send you a linkwhere you can view your options, its https://frontier.com/streaming-services. We can send you an email after this chat that can help you learn more about Streaming options too if you like. --STREAMING-

Thank you for your interest with TV service, Douglas. Good news! We have streaming TV services available for you. I will send you a guide to streaming to help you make the right choice.

I have your e-mail address as Name@Frontier.com and that e-mail will be making its way to your inbox within 15 minutes. Should you chose to stream, please work directly with any of the providers listed in the guide. You will set up your service with them independent of your Internet service with Frontier.

Thank you for your interest with TV service, Mr Cx. Good news! We have DISH TV service and streaming TV services available for you. Do you prefer DISH or streaming? If DISH, refer customer to call DISH. If streaming: I will send you a guide to streaming to help you make the right choice. I have your e-mail address as Name@Frontier.com and that e-mail will be making its way to your inbox within 15 minutes. Should you chose to stream, please work directly with any of the providers listed in the guide. You will set up your service with them independent of your Internet service with Frontier. If cx decline DISH or Streaming, then offer AT&T TV. We are partnering with AT&T TV. You can watch at your convenience on your TV, computer, or mobile device. AT&T TV has a special offer for Frontier customers. We have our AT&T TV expert who can tell you all about their packages, promotions, and your reward card. You can reach AT&T TV directly to set up services, please give them 866.447.4499.

RSN

Thank you for bringing this up to our attention, XXX. I totally understand how the notice bothers you and this concerns me as well. I also love watching variety sports events as well as magazines, documentary and discussion programs of my favorite athletes and players.

I hope you don’t mind providing me where specifically, did you see the notice so I can take note and provide feedback?

Alright. I really appreciate you for taking a bit of your valuable time to raise this concern to us. To tell you honestly so far, we have not received official news nor any updates from the management regarding the availability of Fox Regional Sports Network and its related channels in Frontier.

Frontier is doing its best to negotiate with the Network whether it will continue or decommission its contract with us. The decision would be up to Fox Regional Sports Network and not a Frontier Communications action. No worries! Since you are our valued customer, you will indeed receive an email with detailed information on September 1, 2020 for the status of the said channel.

What I would definitely do is place a comprehensive documentation regarding your concern and rest assured, we will be able to notify you once the agreement has been finalized.

RECAP and IR QUESTION: To wrap everything up, you chatted us today about the notice you received regarding the ___. I have checked my resources here and so far, there has been no updates related to it. Yet, everything is being noted and tracked and will surely notify you once we receive any related updates. My goal is to ensure your satisfaction. Have I addressed the reason for your chat today?

CALL LOGS using online account:

let the cx open his/her online account. go to account summary. then go to services.

VALID CHARGE

I understand that you'd like to have the broadband processing fee waived, Douglas. In as much as I'd like to, my hands are tied, because this is indeed a valid charge.

This does not only pertain to clicking the button on the computer and cancel out the account but this also covers the work done to deactivate the service in the wire center. I hope you understand.

downtime spiel

Hi, Tom. As of the moment, we are having system upgrades and maintenance, making changes and/or orders impossible and processing of payments as well. Our tools are not working, and are on freeze. I invite you to please chat us back after 24 hours, so we can make changes in the account. Would that be alright?

Just want to set you proper expectation that we are currently experiencing unplanned system maintenance as for today and this affects mostly all of us. This may take some time but no worries rest assured that our technicians are already working to resolve this as soon as possible.

Just want to set you proper expectation that we are currently experiencing unplanned system maintenance as for today and this affects mostly all of us. Our tools are not working, and are on freeze. I invite you to please chat us back after 2-3 hours so we can assist you further. Would that be alright?

ELL callback request...

Agent Name: | Corp ID: Account Holders Name: | Name of cx Who Contacted: | BTN with sequence: |CBR: | Best time to call: | ISSUE: | DETAILED STEPS TAKEN: | WHY I ESCALATE: | ADVISE 24 hours call back? : || STATE: | Chat: ID: |

ELL FOR CALLBACK: Date Created: 11/18/2020 || Agent Name & Lan/Corp ID: Lara Danica Ferniz/ v_ldf001|| Account Holder: NICOLE M FORREST || BTN w/ Sequence number: 941-756-7273-011497-5 || Who Chatted: Nicole || CBR/CBN:941-915-9356 || Best time to call: between 8AM and 11AM || Escalation Category: Order || Sub Category: service order|| Detailed steps taken: was about to place a service order for a tech visit but I was unable to open the account because it was not properly closed by the previous representative it will always route me to the page where it shows " transfer to billing" || Why ELL is needed: Repeat contact and chat was disconnected before I was able to open the account || Issue : cx wanted to have a tech visit to fix her newly upgrade internet service|| Advised 24 hr contract?:YES || State: FL || CHAT ID: 386476027562313985

ELL Tracker Agent Name & Lan/Corp ID: Account Holder: BTN: Who Chatted: BR/CBN: Best Time To Call: Detailed steps Taken Customer Issue: Why ELL is needed: Customers State: CHAT ID:

FORMAT for CREDIT REQUEST: Date: || Agent and Sup Name: || Customer's Name: || Credit Request Reason: (inclusion on this part the BTN)|| Chat ID: ||Agent's Note: || Supervisor's Note: || Amount : || Billing Cycle: ||

ELL callback || Hub/Change Order Tool Error || Agent Name: Lara Danica Ferniz/ v_ldf001| Acct holders Name: JOEL VILENSKY | Acct Number: 260-489-2762-060981-5 | Cx who contacted: JOEL | BTN: 260-489-2762 | Call back Number: 260-466-5581 | Preferred callback time: any time | Issue: Cx wanted to change TV package from Extreme TV to custom essentials || Steps Taken: tried to placed the order but there is change order error, it requires an installation fee of $85 which is not necessary for this type of order | Why ELL is needed: to remove the $85 activation fee| State account: IN | Did you advise 24 hours call back : NO | Chat ID 386543318532695030

COMPLEMAR FORMAT: Customer Name | BTN | Phone Number | Email | Address | Request - Please send return mailer with a label. Getting error when processing order in SIMPL. "Error There was a problem creating your order. The error message received was: Subscriber 570001646385 is not eligible to receive model NVG443B.

=== new format for complemar: === Name | BTN | Email | Phone | Exact Address | Reason

passcode Kindly check it on your Frontier.com- My Profile > Frontier Id, Online Password, and Account Passcode > Account Passcode, Show Passcode MyFrontier Mobile App- Blue + sign > Preferences > Account Security > Click on eyeball

restore service: Your internet should be working now. Please do a sequential reboot by unplugging all the cables at the back of your router for 3-5 minutes, then plug them all back, making sure all the cables are properly inserted/reconnected, and wait for the router to completely finish loading

We still have the option to cancel your scheduled payment and you can make your payment through IVR instead.

The IVR payment is an automated system. You will be given voice instructions on how to make the payment. It has no fee/charge. IVR is intended to expedite the process of your payment to be posted within the day. Another good thing about it is that your services will be restored within the day as well. This is the number for the IVR: 1-800-801-6652.

The internet is pretty quick and normally comes back online in 1 to 2 hours but we quote up to 24hrs, but it will cycle back on at any time. We provide several types of service, including different ways to provide the same service. For example, if you live in a fiber area reconnection can process quicker. We also have customers in non-fiber areas where they only have broadband and the reconnection can take longer, plus the system does process one request at a time and we have no way to see how many are ahead of the order we are placing to reconnect. Due to all of these factors we generalized and promise to have all services working within 24hrs.

For payments made online, it will take 5 business days to completely post in your Frontier account. It may show as completed or successful from your end, however, it's the time stamp of when it landed to frontier's account that will matter. Once payment is posted, service will be restored automatically.

But I understand that you need the internet as soon as possible. I'll see what I can do here.

I have found a way to bend the rules for you this time. As a courtesy, I'm glad to inform you that I have restored your service. Please allow 15-30 minutes for your service to restore in your end. Just restart your router.

-- NEW ELL FORMAT:

Agent Name / Corp ID / Supervisor Name / Caller Name / BTN / Chat ID / CBR & Alternative # / Detailed Steps Taken / Why is ELL needed / City and State / Specific Time and Date for callback / Customer advised of 24-72 hours.

Complemar format: REASON FOR COMPLEMAR: || ACCNT NUMBER: || NAME: || EMAIL: || CBR: ||

PROMO ROLL OFF

Suggested spiel : "MR. CX, I understand how important it is to save especially in these trying times. Looking at your current package, all promotions were already exhausted , but here's what I can do, I will submit a request to our Promo Team to have your account to be reviewed further. Once approve, you will see the changes of the validity of this promotion on your next billing cycle. Please know that this is still subject for review and approval. "

Link for the form: https://intranet.ftr.com/Self-Service/Form-view?form=OSC-Support-National-Promo-Support-Request

Looking at your current package, all promotions were already exhausted, Marie. Nothing to worry because I have a very good news for you! We actually have a PROMO TEAM which I can tap directly. So, here's what we can do to help you resolve your problem. I will submit an escalation request to our Promo Team to have your $10 discount extended. How’s that sound?

As soon as the promotion is extended by our Frontier Promotions Team, then it will show up on the next billing cycle. Rest assured, our Frontier Promotions Team will look closely on this request.

Thank you for reaching us about this today. You can certainly have this processed, normally I am able to do this for you in my end. Just a heads up that our system tools for order creation had recently been updated and still ongoing as a result some orders are no longer available in our end. I understand that you would like to request for _____ today.

Here's what I can do for you, I will set you up a callback and I will forward your request to a higher team for them to work on it for you and no need to worry as they will call you prior to starting the order as you need to be on the line when processing it.

Great news - you qualify for our Basic Internet service for $37.99 with no hidden fees and no data caps. You should be able to use this service for email and limited internet surfing. This service does not support streaming, gaming, or multiple users. Does this support the activities you use internet for?

We appreciate your patience, . We have fully checked the address and we are can see that your new address is not yet listed on the masterlist. What I am doing now is submitting the request ticket to our Engineering team for them to add your address to masterlist. This process will normally take 2-3 days as they will also need to review the available services in your address. Once completed, please do contact us and we will be more than happy to complete the transfer process for you.

and you don't have to repeat your concern because everything we had today is already documented on your account. You can just provide this case ID to them for your reference. CASE ID: I-270023930.

-- copper to fiber.--- KID: FONE-25-10442 KID: FONE-25-10441

Ibex messenger: https://ibexmail.ibex.co/ DPI- http://endeavor.corp.pvt/legasuite764/crm.html

new service || to set up online account

I'd like to set you proper expectation that, in setting up an online account, it will ask for your account number and PIN. You will have your account number and PIN when you will receive your first bill. We have to wait for your first bill so we can link your online account to your billing account.

we

PRINT TRANSCRIPT.

=== BUSINESS ===

As an overview of our chat today, I have understood your concern (concern) but after pulling up the account, it is a business account thus I cannot go further. To help you within my scope, I will hand you over to the correct department. Please stay on the line,

=== UPGRADE ===

Today is also the best day for us to upgrade the service while the ports are still available in the area. Once it's full, then we no longer be available to process the upgrade. Anyway, if ever you change your mind or you wish to downgrade in the future, then you can reach us back. I just don't want you to miss this opportunity today. When is your preferred installation date?

=== change ownership of the account ===

I'd like to set you proper expectation that, we have a process for that. For that process, it will need a three way call from our representative, you and who will be the new owner. This requires high level of verification which is done over the phone,

The best thing I can highly advise for you here is to bring this up with our specialist through the phone, at this number: 1.800.921.8101, they can best assist you further on this. Or for your own convenience, you may schedule a callback using this link: https://frontier.com/contactus/contact-us#/residential.

==== unreturned equipment fee ======

I am sorry if this is your experience with Frontier, . But rest assure that you will not be billed for this again on your next bill but it will be credited back and as I said earlier there is no need for you to pay that amount and I would make sure that this will be notated on your account and a late fee would be waive if it would occur, but base on my experience there will be no late fee that would occur for the unreturned equipment as my supervisor is correcting that now.

=== EBB ===

You can actually apply for Federal Emergency Broadband Benefit Program through this link: http://www.getemergencybroadband.org/. After you will submityour application, you will receive an email for you to acknowlede and someone from our offline team will contact you within 2 - 3 business days to place any applicable orders.

if approve na dung lang sa Add task then click yes if na verified na si cx. Then fill up form below and ask cx if unsa preferred niya maka receive sa EBB message. After ana, advise cx nga maka dawat sila up email/sms then ipa accept or ack. Once ma accept or ack nila, naay mo contact nila from offline team(OSC) 2-3 business days. then ang taga offline team na ang mu further coordinate w customer bahin sa program and all

Mr./Mrs. Customer, the Federal Communications Commission has indicated the launch date for the Federal Emergency Broadband Benefit program is May 12, 2021. Please visit www.GetEmergencyBroadband.org for the latest information about the Federal Emergency Broadband Benefit program. I can submit your information for enrollment into the Program for you today, Frontier must wait until May 12, 2021 to enroll you into the Federal Emergency Broadband Benefit Program.

They will be advice to contact provider to apply their EBB, then that is the time we apply cx through www.GetEmergencyBroadband.org, once done cx would wait 2 to 3 days to be contact with our offline team that handles EBB discount.

Actions Taken: it appears that there are still some lacking information and details on your EBB application, Vinh, that is why you still didn't receive the notification email. // processed enrollment for but encountered an error, "The customer has not qualified for the Emergency Broadband Benefit program yet, or their application may have expired. Please re-check the information in the form, or have the customer go to https://getemergencybroadband.org to check on their application directly" // That is why I do highly suggest you to contact the National Verifier, Universal Service Administrative Company using this number (833) 511-0311

=== NO INTERNET SURCHARGE BEFORE ====

During a recent review, Frontier determined that you are not being charged the Frontier Internet Infrastructure Surcharge, which applied to your service at the expiration of your Internet promotion. We have corrected this error. Effective with your next bill, the $6.99 monthly charge will be applied to your account. This

=== INTERNET SURCHARGE === On February 21, 2021, the Internet Infrastructure Surcharge has increased from $3.99 to $6.99 and the VoIP Administrative Fee also increased from $3.99 to $5.99. There's a total of $5 increase of the current March Bill.

The increase is due to the internet use which has grown significantly and so have our related costs. In addition to that, this is also the result of increased internet traffic and usage, including bandwidth, demand for services, and other requirements that impact our Internet network infrastructure.

Frontier works very hard to keep our rates for our broadband services unchanged and to maintain competitive pricing amongst our competitors and have not implemented price increases in the past two years, however, internet usage has gown since the pandemic started.

All providers face the need to reassess their fees regularly. In fact, in January, Comcast raised fees and in December Spectrum raised fees as well.

Prior to the increase, we notified you with a message on your bill, and followed up with an email. If you did not receive an email, I can update your preferred email address now

=== CHANGE ORDER TOOL ERROR === From ALL: When you get the error, this error in change order " EROR STATES:an external api error has occurred, please cancel the current case and start a new one, if the issue persists please inform your system administrator." do THE FUNCTION F5, it will take you back to the beginning of the order (the error will stay on top) add back on the changes you are wanting to make, then when you get to installation tab, it should let you get thru

FOR COMPLEMAR REQUEST || Customer: BTN: Email: CBR: Address: Reason:

Autopay Discount Eligibility Customers must have or add one of the following acquisition offers: Copper Transparency Offer (#203C), FiberOptic Offer #1 (#203N), FiberOptic Emergence Offer (#203N), or Fiber Expansion offer (#212M) and Sign up for Auto Pay (ACH, Credit or Debit Card), AND Sign up for Paperless Billing (optional) NOTE: Customers that enable paper billing will NOT lose the $5 Auto Pay & Paperless discount.

=== auto pay === We recently updated our Frontier® Auto Pay system. Unfortunately, your Auto Pay details did not transition completely. As a result, your next payment won t process correctly unless your payment information is updated. I d be happy to update your Auto Pay information. We apologize for this inconvenience.

== damage == All states are to contact 888-330-6244 to report the damage.

=== change phone rings === For concerns changing number of rings please ko follow: 1 Contact ALL first to create Shell Order 2 Once naa nakay Shell order, go to DPI 3 Click the Open SO/Open TT 3 Click the Order 4 Click Plant Provisiong then naa moy makita option na VM/CF Number of Rings. Kana ra e follow then Hit Enter/continue

== COMPLEMAR ===

: Customer: TAYLOR MORGEN | BTN: 203-316-4067-042120-5 | Email: taylormorgen327@gmail.com | Phone: 914-334-8498 | NEW Address: 11 Abbey LN, Unit #1218, Danbury CT, 06810 | Issue: got an error in SIMPL. cx contacted multiple times already || Please send the return mailer kit to her new address: 11 Abbey LN, Unit #1218, Danbury CT, 06810

== frontier airlines==

Hello, CX! You reached Frontier Communications who provide internet, phone and TV services. We are not the same with Frontier Airlines. They only have phone customer service. Please call them @ churva ek iklla voh churvaness

=== EBB ===