95.8%
of calls answered
Support Performance
Most providers won't tell you how long you'll wait. We will.
Go looking for any Canadian connectivity provider's published support answer rate. You will not find one. These are ours, taken straight from our phone system, updated as the year goes on. The line is at the bottom of this page if you want to test them.
19 seconds
average hold, from department selection
4,413
calls handled
24/7/365
staffed, every day of the year
Frontier round-the-clock support queue. January 1 to July 24, 2026.
What these numbers mean
Answer rate is the share of calls that reached an engineer. Ours is 95.8 percent across 4,413 calls to our always-on support queue. The rest are callers who hung up before we reached them, and most of those hung up inside the first minute.
Average hold is 19 seconds, measured from the moment you select your department to the moment someone picks up. That is the same starting point on any support line you have ever called. What differs is what happens after it.
Average call length is 8.9 minutes. Longer than a consumer support call, and that is the point. Business connectivity problems do not resolve in ninety seconds. A very short average would suggest calls being transferred or closed rather than solved.
This is one queue, our 24/7 support line, reported on its own. We are not averaging it together with quieter lines to produce a flattering blend.
The direction matters more than the average
A single yearly average lets a provider bury a bad quarter inside a good one. Here is 2026 by quarter, across every Frontier phone line, same measurement throughout.
Q1 2026
81.7%
answered · 22 sec average hold
Q2 2026
85.5%
answered · 22 sec average hold
Q3 2026
95.7%
answered · 12 sec average hold
Most recent full week: 96.8% answered, 11 second average hold.
Q1 covers our heaviest volume of the year across all lines, including a February peak of 258 calls in a single day. The improvement since then came from staffing against the demand pattern rather than hoping it would flatten.
Nights and weekends
Across Frontier's lines this year, 693 calls arrived outside 8am to 8pm. 516 were answered.
That is a 74 percent answer rate after hours, which is the number worth checking when a provider claims round-the-clock coverage. Plenty of companies keep a line open overnight. Fewer answer it.
Business connectivity does not fail politely at 10am on a Tuesday. The data support queue above is staffed every hour of every day, which is why it is the one we point you to below.
Why hold time is an uptime problem
An outage does not start when an engineer begins working on it. It starts when your connection drops.
Everything between those two moments is downtime nobody is working on. The menu, the queue, the hold music, the transfer to a second department. For a business running transactions, scheduling, or point of sale over that connection, the wait is not an inconvenience at the front of the fix. It is part of the fault.
This is why we treat answer speed as an infrastructure metric and report it alongside the rest. A support desk you cannot reach extends every incident by however long the queue runs.
How this is measured
Figures for the headline stats come from the reporting system on Frontier's phone platform, covering our 24/7 data support queue from January 1 to July 24, 2026. The quarterly trend and after-hours figures are company-wide, across every Frontier phone line, and are labelled as such where they appear.
Answer rate is answered calls divided by total calls offered to the queue, excluding drops under ten seconds. Average hold runs from IVR department selection to agent pickup, which excludes the seconds spent listening to the menu itself. Average call length is agent talk time.
We have stated the measurement basis because it changes the number. A provider with a long menu ahead of a short queue can publish an impressive hold time while callers experience something else entirely. Any support statistic without a stated method is worth very little, including ours.
These are our numbers. Here's the line. Time us.
Press 2 for support, then 1 for data.
Staffed 24/7/365 · choose your department and start counting
Looking to talk about service for your business?
Request a quoteOr call sales on the same line and press 1.
