Frontier Telephone Business Customer Service — Expert Guide

Overview and context

Frontier Communications (see business.frontier.com and frontier.com/support) provides a mix of legacy copper TDM voice, fiber-based VoIP, and SIP trunking services to small, mid-market and enterprise customers. The company filed voluntary Chapter 11 in April 2020 and completed its primary reorganization in 2021; since then the commercial organization has focused on stabilizing network operations, expanding fiber, and standardizing business customer support processes.

For a business customer evaluating or managing Frontier telephone service, the two most important operational facts are (1) there are separate customer-facing teams for sales, provisioning and billing versus network operations and outages, and (2) service-level expectations are contract-driven. Small-business customers commonly use the online portal and phone support; medium/large accounts typically have dedicated account teams and customized SLAs. Knowing where responsibility shifts — sales → provisioning → NOC → account management — removes ambiguity during incidents and billing disputes.

Contact channels and recommended uses

Frontier provides multiple channels for business customers: web portal support tickets, phone support, live chat (where available), email for account reps, and an NOC for outages. Use each channel strategically: billing and account changes are fastest through the account team or the secure portal; outages and circuit down events must be reported immediately to the NOC or emergency phone line listed on your SLA for fastest escalation.

• Phone: Use the dedicated business support number on your invoice or at business.frontier.com — this routes to account or provisioning queues. For critical outages, ask to be connected directly to the NOC (Network Operations Center).
• Portal & Tickets: Submit trouble tickets via Frontier’s business portal; include circuit IDs, CLIs, MAC addresses, timestamps, and recent test results. Ticket numbers and timestamps form the record required for SLA credits.
• Escalation: If first-level support is unresponsive after defined times in your contract (e.g., no action in 4 hours for priority 1), escalate via the account manager, then regional operations manager, then corporate escalation team. If unresolved after 30 days, consider state PUC complaint or FCC complaint (fcc.gov/complaints).

Service levels, performance metrics and expected times

Business telephone SLAs typically specify Mean Time To Repair (MTTR), provisioning lead times, and availability guarantees. For example, standard commercially-available SLAs commonly promise installation within 5–14 business days for analog or SIP trunks and 30–90 days for full fiber builds depending on construction needs. For outages, priority 1 incidents often target MTTRs between 4–24 hours for on-net services and 24–72 hours for services requiring third-party coordination or field plant repairs.

Useful metrics to track as a customer: First Call Resolution (FCR) percentage, average handle time (AHT) for support calls, ticket acknowledgement time, and percentage of incidents meeting SLA. Internally, strong providers aim for FCR > 75% and SLA compliance > 90%. When entering a contract, require the provider to include SLA measurement, monthly performance reports, and a defined crediting formula (e.g., prorated credit per hour of downtime beyond SLA threshold).

Billing, contracts and pricing considerations

Frontier’s business voice offers several architectures: traditional POTS lines (monthly recurring charges typically range from $20–$40 per line in many markets), hosted VoIP seat-based pricing (common range $25–$60 per user/month depending on features), and SIP trunking (pricing often quoted per concurrent call or per channel; market rates range from $30–$150 per trunk depending on capacity and features). Specific pricing is highly variable by region, contract term, and bundled packages (internet + voice).

Key contract items to negotiate: explicit SLA with credits, porting and number management fees, early termination fees, notice periods for rate changes, and clear definitions of “downtime.” Ask for a detailed invoice format that lists circuit IDs, service addresses, telephone numbers, and itemized one-time and recurring charges. Keep copies of signed service orders, acceptance test results, and provisioning date stamps; these documents are needed if you dispute charges later.

Troubleshooting, documentation and escalation workflow

When a telephone issue arises, follow a repeatable diagnostic workflow. Start by isolating whether the problem is local (customer premises equipment), access circuit, or provider network. Collect timestamps, call examples (numbers, directions, and SIP INVITE logs if available), and any LED or alarm state on gateways. This technical evidence reduces mean time to repair dramatically.

• Step 1 — Evidence collection: Record times, inbound/outbound numbers, error messages, gateway logs, and a photo of CPE LEDs. Note which services are impacted (voice only, internet, both).
• Step 2 — Ticketing: Open a ticket via the portal and paste the evidence; request priority level and expected response time per your SLA. Keep the ticket ID and escalate to your account manager if acknowledgement exceeds SLA-defined time (e.g., 1 hour for priority 1).
• Step 3 — Field dispatch & verification: For physical repairs, ask for dispatch windows (e.g., within 4 hours for critical SLAs or next-business-day for standard). On completion, request a Post-Repair Test Report with time-to-restoral and root-cause summary for billing credits.

Regulatory and escalation endpoints

If commercial escalation fails, businesses may file complaints with their state Public Utilities Commission (PUC) or the Federal Communications Commission (FCC). The FCC’s consumer complaint portal is at fcc.gov/complaints and state PUC contacts are listed on state government websites. Use regulatory complaint routes only after exhausting contractual remedies; maintain your ticket history and written correspondence as evidence.

Finally, document everything: retain invoices, SLA reports, emails, ticket IDs and technician reports for at least 24 months. Proper documentation improves outcomes for credits, audits, and continuity planning — critical elements for any enterprise-grade telephone service relationship with Frontier or any telco provider.

Is expedia customer service 24 hours phone number?

Our customer service agents are available 24 hours a day, 365 days a year.

Is Frontier Business customer service 24 hours?

Our agents are available 24/7.

How do I talk to someone at Frontier customer service?

Frontier® Internet Service in California | 855-559-0155 | Internet & Phone Bundles.

Is Frontier phone Company still in business?

After filing for bankruptcy in 2020 and emerging from restructuring in 2021, Frontier went public again on May 4, 2021, on the NASDAQ. The company had around 3 million broadband subscribers and 485,000 video subscribers in 2021 and currently has a fiber optic network of 5.2 million locations.

What number is 1 800 921 8102?

Residential customers in need of assistance should call 1-800-921-8101. Business customers should dial 1-800-921-8102. Alternatively, customers may also contact Frontier Customer Service via Live Chat by visiting meetfrontier.com.

Does Frontier have business?

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