Has anyone experienced this or have any info that might help me here? Details below.
Got Frontier Fiber installed on 9/26/22 - everything was working fine for about 2 weeks after, 0 issues.
Then connection started to drop completely for 3-5 mins, randomly at different times of the day, random days. Never happened more than twice in one day, and sometimes will go 3-4 days without issues, other times will happen at least once for 3 days in a row.
Contacted customer support - went through the basic troubleshooting steps (unplug/plug back ONT power) with support - 2 days later issue started happening again.
Contacted technical support this time - they wouldn't help me because I don't use/have Frontier router, even after I told them that the ONT data/PON lights were off, more details below. I am not sure if I got a bad tech, but it had to be one of the worse I have ever encountered - they didn't even know that technicians didn't have to leave a Frontier router to the customer, and just refused to do anything.
When I asked if I could get a replacement for the ONT, I was told it would require a technician to replace it, and that if they didn't find an issue on their end, I would be charged for the tech visit :mad:.
This has happened just about any day including weekends at 2am, 8am, 12pm, 3pm, 4pm, 6pm, 7pm - doesn't seem to be time specific.
I haven't touched the cable/ONT between installation and when the issue appeared - I am assuming no cable damage, but could be very wrong.
I don't have the list of times this happened, but latest is today 11/3 at ~3:02pm and 7:33pm ET - literally while typing this 😤
ONT model: XS-010X-Q
The way I see it, my options are:
- Request a tech visit to replace ONT - if ONT is not the issue I get a bill for tech visit (apparently).
- Keep it like this, and setup some sort of back up connection for when these drops happen (just enough to avoid dropping from meetings for 3+ mins) - would cost me more, but I would be able to keep the upload speed from the fiber service.
- Go back to Spectrum - would really hate that, but at least their connection was very stable - and doesn't require a tech visit to replace equipment.
If anyone has experience something like this and and could share how you resolved, that would great and much appreciated.
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