Customer Service – UGH!

I have a rant. So our contract is almost up with our Internet/TV/Phone provider. We called today to find out if our rates would increase. They are. By $50. Gulp. Seriously. It does not make sense. We have been a customer for over 3 years and they (ahem – Frontier FIOS) are doing nothing to keep us as a customer. It makes no sense to me. We are researching other companies, and we could move to Comcast, Century Link, or some sort of arrangement with satellite (Dish or Direct TV). So with so many competitors, why would Frontier do nothing to keep us as loyal customers? Their response was that their system no longer allows discounts and the only way to get a deal is to sign a new contract for new service. Again, this makes no sense to me. Why should I have to sign a new contract to continue paying what I am currently paying?

I have had an iPhone for years. My rates have never changed. I was grandfathered in with the unlimited data plan, and yes AT&T I will not leave you, because my unlimited data plan I believe is golden. I never think about how much I am on my phone, using my apps, the Internet, doing email. AT&T never changes my rates from year to year, and I appreciate it. Thank you, AT&T.

So, Frontier, we are looking to change companies. Wouldn’t you? Why should we stick with a company that has always given us bad customer service, messed up our billing for over 9 months, and has done nothing to keep us as a customer? Does anyone have any experience with Century Link or satellite? We have had Comcast before and might switch to them. We will most likely cancel our phone plan and just stick to Internet/TV. I would like to find a TV/Internet provider that actually cares about their customers. Is that even possible? (Frontier could really learn something from Zappos). To find a TV/Internet provider that cares about their customers? I would love to be happily surprised.

Perplexed in Portland.

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