Frontier’s reputation tells a genuine turnaround story and a genuine warning about reading the fine print on which Frontier product you’re actually getting. The company has steadily improved customer satisfaction since emerging from bankruptcy in 2021, but nearly all of that progress comes from its fiber service. Here’s the honest picture.
Quick Answer
| Category | Rating/Finding |
|---|---|
| ACSI score (fiber) | Roughly 68–72/100 depending on source up sharply from 55 in 2020 |
| ACSI score (non-fiber/DSL) | Notably lower, in the low-to-mid 60s |
| Biggest strength | Symmetrical fiber speeds, transparent pricing, dramatic improvement since 2021 restructuring |
| Biggest weakness | DSL customers report a meaningfully worse experience; customer support rated poorly in multiple studies |
| Watch for | An active FTC and multi-state lawsuit alleging Frontier hasn’t delivered promised speeds |
| Best for | Households getting Frontier’s actual fiber product not DSL |
The Ratings, Verified and Why They Vary by Source
Frontier’s ACSI score for 2026 is reported differently across sources figures ranging from the low 60s to low 70s appear depending on whether fiber and non-fiber service are measured separately or combined, and depending on exactly when the survey was fielded. What’s consistent across every source: this represents a dramatic improvement from Frontier’s 2020 score of 55, before the company’s post-bankruptcy restructuring. The trajectory is real even if the exact current number is harder to pin down than it is for more stable competitors.
J.D. Power paints a more mixed picture: one analysis found Frontier’s customer support ranked worst in three of four regions studied a genuinely serious finding that sits uncomfortably next to the ACSI improvement story. Both can be true: the network and pricing have gotten better, while call-center support has lagged behind.
The Catch: Fiber and DSL Are Very Different Experiences
This is the most important nuance in any honest Frontier review. Independent review aggregation shows a stark split: Frontier’s fiber service earns roughly 3.8–3.9 out of 5 stars, while its DSL service earns closer to 2.5 stars — a dramatic gap. DSL customers specifically report frequent connection drops that can last hours, and this pattern is significant enough that it’s part of an active legal matter (see below). If you’re comparing Frontier based on its improving reputation, make sure you’re actually being offered fiber see our Frontier availability guide to confirm what’s sold at your specific address.
A Real Legal Matter Worth Knowing About
The FTC and six state attorneys general have sued Frontier, alleging the company did not provide internet service at the speeds it promised customers. This is an active, real legal matter not a settled finding of wrongdoing but it’s directly relevant context given the DSL complaint pattern described above, and a fair review shouldn’t omit it.
What Real Customers Say Works Well
- Fiber performance is genuinely excellent once installed: multiple sources describe it as “rock solid,” with strong symmetrical speeds for streaming, gaming, and remote work
- Transparent, simplified pricing since restructuring: no contracts, no equipment fees (router included), fewer of the surprise charges that defined the pre-2021 era
- The included eero mesh router: is specifically and repeatedly praised as a genuine value-add compared to competitors’ equipment
- Aggressive fiber expansion: the company has been converting legacy DSL areas to fiber at a pace of over 1 million new locations per year
What Real Customers Complain About
- DSL reliability: frequent, sometimes hours-long connection drops, the core issue behind the FTC/state lawsuit
- Customer support quality: J.D. Power’s regional rankings placing Frontier’s support last in most regions studied is a serious, consistent finding across sources
- Installation scheduling delays: in high-demand areas
- Occasional first-month billing discrepancies: though this is cited less frequently than the support and DSL issues
Frontier vs. the Competition on Satisfaction Alone
| Provider | ACSI Score (approx., fiber where applicable) |
|---|---|
| AT&T Fiber | 79 |
| T-Mobile 5G Home | 76 |
| Verizon 5G Home | 74 |
| Optimum (fiber) | 74 |
| Frontier (fiber) | ~68–72 |
| Spectrum | 68 |
| Frontier (non-fiber/DSL) | Notably lower |
Frontier’s fiber product is competitive with other fiber providers; its non-fiber service pulls the overall picture down significantly. See our Spectrum vs Frontier comparison for how Frontier’s fiber stacks up directly against Spectrum’s cable network.
Who Frontier Is Actually Right For
- Fiber available at your address? The reputation genuinely holds up strong speeds, transparent pricing, and a real improvement story since 2021
- Only DSL available? Consider alternatives first if they exist the satisfaction gap between Frontier’s fiber and DSL products is one of the largest of any provider we cover
- Need reliable phone support for troubleshooting? Temper expectations this is Frontier’s most consistently weak area across independent studies
- Comparing against Spectrum in your area? Frontier’s fiber generally offers better upload performance and pricing at matching speed tiers see our direct comparison
Frequently Asked Questions
Has Frontier’s reputation actually improved?
Yes, genuinely its ACSI score has climbed from 55 in 2020 to the high-60s/low-70s range in 2026, reflecting real post-bankruptcy investment in network and pricing. Customer support remains a weaker area.
Is Frontier being sued?
Yes, the FTC and six state attorneys general have an active lawsuit alleging Frontier didn’t deliver promised internet speeds, primarily tied to DSL service complaints.
Is Frontier fiber better than Frontier DSL?
Significantly independent review data shows roughly a full star’s difference (3.8–3.9 vs. 2.5 out of 5), with DSL customers reporting far more frequent and longer outages.
Is Frontier better than Spectrum?
On fiber-specific satisfaction data, Frontier’s fiber product generally rates comparably to or better than Spectrum’s cable service, particularly on upload speed and pricing transparency though Frontier’s DSL product does not.
Does Frontier include equipment?
Yes an eero mesh router is included at no extra monthly cost on most plans, specifically praised across multiple reviews as better than what competitors typically provide.
The Bottom Line
Frontier’s turnaround story is real, but it’s a fiber story specifically DSL customers face a meaningfully different, more frustrating experience, serious enough to be part of an active FTC lawsuit. If Frontier Fiber (not DSL) is available at your address, the improving reputation is well-earned: strong speeds, transparent pricing, and genuinely good included equipment. Call Local Cable Provider at (409) 273-7460 and we’ll confirm exactly which Frontier product is available at your address before you decide.
