Thank you for contacting Frontier Chat Support, my name is Cynthia S, and I will be assisting with you today. I want to start by apologizing for any inconvenience we may have caused, I know how frustrating this can before you. Rest assure, I am going to do everything in my power to assist you today. First, can I start by verifying your billing telephone number associated with your account as well as a call back number in case we might get disconnected?

Again, thank you kindly for that information. Now that I have your account pulled up, for security purposes can you please provide me with the PIN associated with the account?

Thank you so much for that. In addition, may you please verify an active email address I can put on file for you? You will be getting a brief survey at the end of our conversation. Keep in mind, this is solely based on my interaction with you today.

Thank you for that, please bare with me while I look deeper into this issue. I do appreciate your patience.

I am sorry but that don’t match our records can i please getting your date of birth?

Thank you Christine, and can you get me a little more detail please?

Ok so a tech has be there before correct?

If I look I can Christine.

One moment.

Ok Christine did you see the tech?

But not the second one correct?

No I am just asking cause for the 8/21 is showing they tried to call you but no answers.

Ok so the tech is supports to be there today?

Let me see whats going on one moment please.

Thank you Christine.

Ok I am just waiting right now, I had to get a hold of one of other department to see what happened ok Christine.

Thank you for waiting.

Alright Christine I just on with them now.

Thank you.

yes I am I am still talking to them.

Alright Christine, someone messed up your package so now I am going to have to send a tech out to restore you services.

Alright Christine, I am not gonna be able to make the services order only customer sevices can make that , but once I transfer you to them thry can see our chat, so just tell them to read my other chat with cynthia, and Im going to copy and paste the other chat me and the other agent had, just in case the customer services agent trys to give you issue ok Christine.

[Cynthia] Just want to know what happend BTN xxxx . [Laura – llf475] hi there – be with you shortly=[ FYI -[ we are busy [Cynthia] Ok Laura. [Cynthia] Good now? [Laura – llf475] checkng [Cynthia] Thank you Laura. [Laura – llf475] messed up order [Laura – llf475] thats what happen [Laura – llf475] it TC’d and closed [Cynthia] Ok so i have to make his a new ticket? [Laura – llf475] another rep changed his phone pckage and messed up everything [Laura – llf475] its posted now [Laura – llf475] what is the customer saying [Cynthia] They have no dial tone and no internet and static on the line when it did work and has been happening for 3weeks now and two techs when out. [Laura – llf475] because this rep did not know what she was doing [Laura – llf475] that is why [Laura – llf475] put in a TT for tech to restore service  [Cynthia] Alrigt thank you laura. [Laura – llf475] yw

Is there anything I can do for you Christine?

I wish I was Christine.

I am sorry.

I am sorry Christine.

So we can figure out what happened to the tech and whats going on.

Alright Christine, I am sorry and I understand you are up set but, I didn’t know the problem until I got hold of the other tech Laura, and she told me what happened so I told you and she told me to make you a services order but I don’t make services order only customer services does.

I am make Trouble ticket.

And you chat with us because you were having trouble with your phone and internet correct?

Ok services order is a where they restore you services and the trouble ticket is where the tech go out there because theres an issue, are you able to see the chats between me and the other agent I just copy and pasted and send it to you.

Because some other agent messed up your package and now you need a services order to restore your services.

I have to transfer you to customer services cause I only make trouble ticket only customer services makes services order.

I am sorry I wish I made services order.

Alright well you have a great day and thank you for chatting with us Christine, You will be receiving a survey in your Frontier email – while there is an opportunity to provide any feedback of your choosing, please be aware the survey is really intended to be about my interaction with you today.  Again, my name is Cynthia S, I would appreciate any feedback you can provide me about our interaction today.  If you feel I did a good job today, I would greatly appreciate you providing a positive score on our survey! Frontier is capable of providing you with virus protection software called F-Secure. Its available for $5.99 a month per license, with each license able to protect up to 3 computers. It works on both Windows and Macintosh operating systems and is fully supported.Thanks for contacting Frontier’s Internet Help Desk. Please do not hesitate to contact us again if we can be of further assistance.

Thank you for contacting Frontier, my name is Hermogenes. I’ll be assisting you today with your concern.

I won’t Christime. Sure.

I am really sorry to know that, please bear with me while I review the previous chat you had.

You’re welcome.

Yes Cynthia. Almost done.

To be honest I don’t think I might be able to get what the previous agent you chatted with really means.

Cynthia, in behalf of the troubles that you have and the confusions, let me apologize for that.

As what I have understand, she told you that your package was messed up. And then, she told you that there is a need to create a repair ticket.

I will be checking that on the account. I have gathered all the information already.

Yes, she was informed that trouble ticket needs to put in. Another line that I don’t understand. Well, everything can be sorted out. Please bear with me.

Sure.

For the security and privacy of your account, can I have the telephone number associated with the account and confirm to me the last 4-digits of your PIN, please?

Thank you.

Alright, based on the account. You still have Internet and Phone service with us. So there should be no service order that will be created.

And I don’t see any balance on the account either that will cause you lost the internet and phone.

So technically, your services should be up and running.

Since there is no problem with your account itself.

My apologies if you are misinformed by the previous representative Christine. But this is something to do with technical support.

If all your internet devices can’t connect to the internet, and if there is a light on the modem which is red or not blinking, then there is a problem with the line. You have mentioned that the phone is static like you can’t hardly hear the other person on the line. It means, sometimes your phone is working but has a static or not working and still has a static on the line. Same problem that needs to be handle with technical support.

I don’t wish to waste your time, since I know you have spent over an hour for this concern. I will be connecting you to their department. And please do inform them that you will need to have a technical visit to check your lines.

Would there be anything else aside from this?

You’re welcome.

Thank you for contacting Frontier Internet Chat Support, my name is Essence B, and I will be assisting you today.

can I get your account number

Let me review