Frontier Fiber Customer Support: How to Get Help

Frontier Support Contact Methods

Frontier Communications provides several ways to reach customer support, each suited to different types of issues. Whether you need help with a billing question, technical troubleshooting, or account changes, choosing the right contact method can significantly reduce your resolution time.

Phone Support

Phone support remains the most direct way to resolve complex issues with Frontier Fiber service. Call 1-855-981-6281 to connect with a representative.

• Technical support: Available 24/7 for service outages, connectivity issues, and equipment troubleshooting
• Billing and account: Available during standard business hours for payment questions, plan changes, and account management
• New service and sales: Available for ordering new service, upgrading plans, or adding features

Tips for faster phone support:

• Have your account number or the phone number associated with your account ready
• Know the exact nature of your issue before calling
• If you've already tried basic troubleshooting (restarting equipment), mention this upfront to skip scripted steps
• Call during off-peak hours (early morning or mid-week) for shorter wait times

Live Chat

Frontier's website (frontier.com) offers live chat support, which is convenient for quick questions and multitasking while you wait for responses. Chat agents can handle billing inquiries, plan changes, basic troubleshooting, and scheduling service appointments. Chat transcripts can be saved for your records, which is helpful if you need to reference the conversation later.

MyFrontier App

The MyFrontier app (available on iOS and Android) is Frontier's self-service hub and often the fastest way to manage your account without contacting support. Key features include:

• Bill pay: View and pay your bill, set up AutoPay, view payment history
• Usage monitoring: Track your internet usage and connected devices
• Troubleshooting tools: Run automated diagnostics on your connection, restart your equipment remotely
• Service scheduling: Book or reschedule technician visits
• Account management: Update contact information, change your plan, manage settings
• Outage alerts: Receive notifications about service disruptions in your area

Many common issues can be resolved entirely within the app, often in minutes rather than the longer wait times associated with phone or chat support.

eero App

Since Frontier provides eero routers, the eero app serves as a secondary support tool specifically for your home Wi-Fi network. Through the eero app you can:

• Run speed tests from your router's perspective
• View all connected devices and their bandwidth usage
• Set up parental controls and content filtering
• Manage guest network access
• Check for and install firmware updates
• Troubleshoot Wi-Fi connectivity issues

Social Media Support

Frontier maintains active support presence on social media platforms. Reaching out via social media can sometimes yield faster responses, especially for account-specific issues:

• Twitter/X: @FrontierCorp — Send a direct message for account help
• Facebook: Frontier Communications — Message through their official page

Social media is particularly effective for escalating issues that haven't been resolved through traditional channels, as social media teams often have elevated access to resolve complex problems.

Frontier Community Forums

Frontier's online community forums allow customers to ask questions, share solutions, and learn from other users' experiences. While not an official support channel, community forums can be valuable for finding solutions to common issues or learning tips from experienced users.

Troubleshooting Before Contacting Support

Many common Frontier Fiber issues can be resolved without contacting support. Try these steps first:

Internet Not Working

1. Check for outages: Open the MyFrontier app or visit our outage guide to see if there's a known service disruption in your area.
2. Restart your equipment: Unplug both the ONT and eero router, wait 30 seconds, plug the ONT back in first, wait for its lights to stabilize (about 2 minutes), then plug in the router.
3. Check cables: Verify all Ethernet cables between the ONT and router are securely connected. Look for damaged or kinked cables.
4. Test with Ethernet: Connect a device directly to the router via Ethernet to determine if the issue is Wi-Fi-specific or affecting all connections.

Slow Speeds

1. Run a wired speed test: Connect directly to the router with Ethernet and run a test at speedtest.net. If wired speeds are normal but Wi-Fi is slow, the issue is your wireless setup.
2. Check for interference: Move the router away from other electronics, walls, and metal objects.
3. Reduce network load: Temporarily disconnect devices to see if speed improves, indicating bandwidth saturation.
4. Update firmware: Check the eero app for pending updates to your router.

For details on optimizing your connection, visit our speed and performance guide.

Wi-Fi Not Reaching Certain Rooms

1. Relocate the router: Move it to a more central location in your home.
2. Add mesh extenders: Consider additional eero extenders for larger homes. Contact Frontier at 1-855-981-6281 to add extenders.
3. Check for obstacles: Thick walls (especially concrete, brick, or with metal studs), large appliances, and fish tanks can significantly reduce Wi-Fi signal strength.

Escalation Path for Unresolved Issues

If your issue isn't resolved through standard support channels, follow this escalation path:

1. Tier 1 Support: Initial phone or chat contact handles common issues and troubleshooting
2. Tier 2 Technical Support: Ask to be transferred to advanced technical support for persistent connectivity or speed issues
3. Supervisor: Request a supervisor if you feel your issue is not being adequately addressed
4. Executive Customer Relations: For unresolved complaints, write to Frontier's executive office or file a complaint through the BBB
5. FCC/State PUC Complaint: As a last resort, filing a complaint with the FCC or your state's Public Utilities Commission will prompt Frontier to assign a dedicated representative to your case

Billing Support

For billing-specific questions:

• Review your bill online: The MyFrontier app and frontier.com portal show itemized bill details
• Dispute a charge: Call billing support and reference the specific charge, date, and amount. Have your previous bills available for comparison.
• Payment arrangements: If you need to set up a payment plan or delay a payment, contact billing support proactively rather than waiting for a late notice

For a complete breakdown of what to expect on your Frontier bill, visit our fees and costs guide.

More Frontier Fiber Resources

• Frontier Fiber Overview
• Deals & Promotions
• Installation Guide
• Equipment & Router Guide
• Fees & Cost Breakdown
• Speed & Performance
• Outage Information
• Complete FAQ

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