Does anyone have a contact beyond tier 1 support for Frontier in DFW? I'm having random disconnect issues and tier 1 is useless.

The WAN connection just dies as I can't ping anything (usually go with 1.1.1.1 or 4.4.2.2). So I've been running a script on a pi that will ping every 5 seconds. If no response 2 times in a row, it then runs a traceroute to see how far it can get. It'll get to hop 3 or 4, so I'm pretty sure it's not my router losing the connection.

Frontier is telling me I need to pay $10/month to use their Eero and it'll stop. But my router (Unifi Cloud Gateway Fiber) was working fine until a couple of weeks ago when this just started. I did do an RMA with Unifi, so I'm using a different model (UCG Max) right now and it's also having the same problems.

Here's a snippet from the logging I'm doing from one of the outages today:

Quote:

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[2026-03-11 12:43:24] Public IP: XXX.XXX.XXX.242

Monitoring 1.1.1.1 every 3s | IP check every 5min | Ctrl-C to stop

[2026-03-11 12:46:03] OUTAGE #1 DETECTED (after 2 failed pings) | last known IP: XXX.XXX.XXX.242
[2026-03-11 12:46:03] --- TRACEROUTE [OUTAGE] to 1.1.1.1 ---
1 unifi (10.40.10.1) 1.062 ms
2 #######.bng01.plan.tx.ip.frontiernet.net (XXX.XXX.182.1) 1.859 ms
3 ae6---100.ber01.irng.tx.frontiernet.net (74.40.71.53) 2.524 ms
4 *
5 *
6 *
7 *
8 *
9 *
10 *

[2026-03-11 12:46:27] --- END TRACEROUTE ---
[2026-03-11 12:51:11] CONNECTION RESTORED (outage lasted 308s)
[2026-03-11 12:51:12] Public IP after restore: XXX.XXX.XXX.242 (same as before outage)
[2026-03-11 12:51:12] --- TRACEROUTE [RESTORE] to 1.1.1.1 ---
1 unifi (10.40.10.1) 0.815 ms 0.664 ms
2 #######.bng01.plan.tx.ip.frontiernet.net (XXX.XXX.182.1) 1.831 ms 2.100 ms
3 ae6---100.ber01.irng.tx.frontiernet.net (74.40.71.53) 3.157 ms 2.471 ms
4 ae11---0.scr05.dlls.tx.frontiernet.net (74.40.10.208) 3.066 ms 3.028 ms
5 ae0---0.cbr03.dlls.tx.frontiernet.net (45.52.201.113) 5.218 ms
ae0---0.cbr06.dlls.tx.frontiernet.net (45.52.201.125) 5.916 ms
6 * 74-43-94-161.6478a390dbefbaecea1816c6eb188d44.ip.frontiernet.net (74.43.94.161) 6.915 ms
7 141.101.74.211 (141.101.74.211) 4.600 ms 3.941 ms
8 one.one.one.one (1.1.1.1) 3.593 ms 3.342 ms

[2026-03-11 12:51:15] --- END TRACEROUTE ---
[2026-03-11 12:56:16] Public IP: XXX.XXX.XXX.242 (unchanged)

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For consumer level stuff, you are SOL.

They will only diagnose onsite hardware. If you complain enough, they may send a tech out to check the connection between the nearest hub and your home. But if that all checks out, then there's nothing else they are going to do.

I had a customer that is a small police department in the greater Houston area. They were having constant issues and dropped calls with AT&T. Keep in mind, this is not only an Enterprise account but is also a Police department needing to dispatch emergency services. AT&T jerked them around for about 6 months before the department threatened to make a press release stating AT&T's lack of support for their issues.

AT&T finally sent a team out to truly diagnose the issue and found that the problem was a small, dinky switch in one of their hubs that was getting water damage, and then dropping the connection. Once they replaced this, all the issues stopped.

Just setting expectations. Your only remedy may be to wait until they fix whatever is causing this issue because enough people are complaining and someone who actually knows what they're doing fixes the issue. Outside of that, i'd just get another carrier, if at all possible.

My dad was having similar horrible support with his ISP up in the Denton area. I just signed him up for a business account with Spectrum so I could force them to do a fresh fiber pull to his house. They literally trenched and ran a new fiber connection to a node they installed in his backyard. His internet has been rocking, ever since.

Yeah, I knew going thru their support desk was going to be a wasted effort. Was really hoping I'd find someone on the "inside" to help out.

There's quite a few people on Reddit complaining about the same thing so maybe it'll get noticed soon.

Lathspell said:

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AT&T finally sent a team out to truly diagnose the issue and found that the problem was a small, dinky switch in one of their hubs that was getting water damage, and then dropping the connection.

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I know only a little about networking, so forgive me if this is a dumb question, but a) how is a rouge switch (that I assume was the property of the police department's) an AT&T problem, and b) how in the hell were they supposed to diagnose an onsite hardware issue not involving their equipment or even system?

While I think there is a reasonable point to be made about AT&T's service (or willingness to diagnose issues), I think you have to leave open the idea that they thought they had exhausted every issue related to what THEY could do -- or were responsible for.

No?