I had to replace the modem and Im about to just buy my own router. The two that were supplied are terrible and drop connection constantly. Paying $80 for 250mb and not even getting close to that speed is ridiculous. When I call customer support they usually have no idea how a router works and I almost always have to talk to a supervisor. They offer to send a technician over when I already know the problem is on their side. If there was ANY other internet company in Frankfort I would go there.

Had great tech, Chad Brewer, work on cable box.He took time to work with us. Knowledgeable and courteous. Great employee.Had tech before him that was good too. Cant remember his name.

My internet goes out many times a day. I have called and called, I get a reference number and told someone will call me back to set up an appointment for a tech to come out and then NOTHING! I work from home and need the PREMIUM internet service I am paying for. The lack of customer service, from a company that pretty much has a monopoly in Frankfort, is unbelievable!

I found the website very difficult and non-user-friendly. However when I called customer service and was able to get through, they were very polite and helpful. I think they should offer a phone service to sign up for people like me that are not technology savvy!

I’ve never had a issue out of the Frankfort Plant Board. I’ve been with them for a long while now.

Excellent customer 👌service, ladies in Drive 🚗thru always efficient, polite, smiling 😃they are true professionals!

I dont understand all of these negative reviews about the internet service. I pay for the cheapest internet available, my kids do virtual school, I work from home, and they use gaming devices throughout the day with never any problems. All the employees I have interacted with are very friendly. Also, I love the new home security options! Ive lived out of Frankfort in the past and compared to other providers working with fpb has been a breeze.

Worst internet provider in history. Too bad it’s a monopoly. We deserve better than this terrible service from this terrible company.

This place deliberately drains the water sewage to charge you more on your next bill, Frankfort plant bored is greedy and they play dirty. If I could give negative stars I would.

Been a customer for 40 years and have always found them to be responsive and a great value

We’ve lived in Frankfort for two years and have not had any trouble with any of our services. Customer service reps have been friendly and helpful and service calls have been efficient.

The only good words I can say about the plant board is OCCASIONALLY you get a pleasant experience with a customer service rep. Im moving my family out of town in the next month just so were not forced to use their overpriced services anymore.

I think most people complain because their bill seems high because all utilities are consolidated into one bill. I thought the same thing before moving to different parts of Kentucky and Tennesee. After experiencing other utility companies I realize that FPB is actually cheaper overall than it was when I added up all of my utility bills while living in other cities. Also, after talking with many friends/acquaintances who are also FPB customers, I find that they like to complain and rant on websites and social media, but not a single one of them actually called FPB to try and get their issues fixed. How can they fix it if you dont let them know that there is an issue? I called to have my internet issues resolved and they sent someone out to my house by the next day, and it has been working well ever since. They have my support for sure!

My family was having some serious issues with our internet so we called and they sent one of their techs (Sam) out. Great service explained to me what he was doing and why he was doing it. He wore his mask at all times, any mess he made he cleaned up and was cordial and friendly to my kids as they asked him questions.Not only did he fix the issue he offered to wash the dishes.Thank you FPB.

Rae Jean was so helpful. She had a wonderful sense of my technological challenges, and calmly walked me through the set up and gave helpful hints. By far the best customer service I’ve had in a long time. Thank you RJ!

My experience has been very positive! Ive had them since October 2018 for electric, and since November 2018 for internet in 2 different homes. Internet is always speedy. Electric is reasonable. I now have them for water as well, as I moved to a new home in June 2020. We had an issue with water pressure and I sent an email to them, on a Monday and not 20 minutes later they showed up to see what the problem was! Great company! I dont understand the complaints.

On the bill it states we encourage any member who is facing financial difficulty during this time to call us. When you call to ask them about this statement they say it is up to you to find any resources. Im not sure if its just me but that statement implies that they may have some resources available or even point you in the right direction thats not the case at all in fact they were kind of aggravated that I did what their statement from their bill encouraged.

They have hung up on us 5 times while trying to get assistance. I asked the person who answered HER NAME and she hung up on me again. She answered finally. Her names Rebecca. If she would of talked to me over my partner I think it would of gone over better but this all just ended it a mess.

Monopolization of the entireity of Franklin County, I would atleast like it if FPB as a company would allow providers such as Charter/Spectrum to provide in most areas as an alternative to this horrific service.

Over priced no doubt, service can be slow & cable is double amount compared to most💯JP

Bad customer service and internet goes out for days randomly.

I am getting repeatedly DDoS attacked and I called them to change my IP then they made me sit for 45 mins on hold just to tell me that they couldnt change it (which every ISP has the capability to do) terrible customer service, I feel like everyone Ive been on the phone with there is just lazy and doesnt want to do anything

If I could give them a negative 5, I would. Trying to attempt virtual schooling is a joke, pay way too much for terrible service, never been satisfied with their service. Although we paid for a beautiful unnecessary building 👍

Horrible service at the drive thru. Five vehicles got thru the opposite line we were in. Took about 20 minutes to get to pay our bill.

The Plant Board has absolutely no reason to aim for better customer service, since they have a monopoly. They give no warning when they are going to cut your power for repairs on nearby poles, and your power can be out all day. They hire contractors to trim trees along the power lines, and the contractors will block your driveway for hours, only to leave their equipment and trucks on your property overnight The(and sometimes longer). FPB employees seem a little more responsible with their equipment, but they couldnt care less about customer service. Ive had nothing but problems with this company.

Im paying $86 for 250mbps and my router is in my room there should be no issues hitting that but it estimates around 100 or sometimes even 70 mbps basically paying extra money for nothing. Find a better internet service provider because this aint it.

Busy. But friendly service.

Supposed to be on a payment plan and no notification was given on terms of payment plan for splitting past due amounts up. If you received information that this monopoly in the states capital placed you on the plan and missed your payment date then expect a full amount due when you make your payment. This is truly sad in this when a company is so greedy and money hungry. There a going to be children without the ability to do school work.

I had the experience of getting two different amounts when trying to pay my bill. On my account and the email they sent it was one amount and the drive thru gave a different amount. I called to figure out why the two amounts. April won’t allow me to speak. If I when to speak she would speak over me.April needs to be retrained and demoted because it is clear she don’t know how to do her job.

Internet service has deteriorated to the point many days its unusable. It has never been good at my office, where I pay $80 a month just for internet! And at my home, where my internet used to be flawless, it has become so incredibly weak it is getting close to useless, most noticeably since February, 2020. I am going to guess the substantial number of students and employees working virtually has put a real strain on the system. However, I have to work on these computers and I resent paying the same--even more--for a service that has deteriorated like this. Even Netflix sent me a message there was something wrong with my server so it was unable to show me a movie.

Instead of getting 3.5MB/s were getting .2Mb/s 😐

Pathetic overall service. You might get the speed you pay for 3 times a month, but only at 2:30am. Cannot wait for ATT fiber to get closer. Have even considered moving to the county with KU utilities so I can stop paying FPB altogether.

The customer service is good but the tech guy who has to fix things was pretty rude. He made it obvious he did not want to do his job and I didnt want to deal with him because of his bad attitude. Too bad this is the only company I can buy internet from because its uncomfortable dealing with someone like that.

Slow service, monopoly on services offered.

If I could give this good for nothing service zero stars I would. In fact this company needs to be addressed by the DOJ just by simply looking at customer reviews/complaints. You cant charge people different prices for the same service that barely works. I’ve had their internet service for a week and it has gone out every single day multiple times a day. It’s almost $70 and it’s complete UKNOWHAT. I had Windstream for about $15 less and it went out ONE TIME IN THREE YEARS! When it went out I called their 24/7 support and fixed it within 20 minutes by phone.

Frankfort Plant Board is the most useless internet provider Ive ever used. The power company is great and I greatly admire your line workers. But the internet will not stay online.

Any time I have needed service help, FPB representatives have been very professional, knowledgeable, and helpful for home security and cable. Thank you for the terrific customer service!

I pay for 250 Which is the elite one that’s 81 dollars per month and can’t even get more than 25 mbps. I recommend you get ATNT innernet where you can get 1000 mbps for only 40 bucks they are overpriced

Been a paying customer for over a year now, had terrible service the entire time. But I have never experienced such a flawed system until last night. My normal workday is 8-5. Within the time I was at work, my service got disconnected. By the time I got home from work around 5:30pm I realized it had been shut off so I tried to make a payment by phone. FPB only accepts payments from 7:45am-4:30pm.When I made my payment at 7:45am I was told that “at some point in the day” my service would be back on and that I would be charged a $60 reconnection fee.I had to wait 14hrs to even make a payment and wait until “some point in the day” to have have service back on...I’m paying a $60 reconnection fee for what exactly? Terrible customer service?Very disappointed with this system. If there was anyone else to get power through I would do it in a heartbeat.

$51/month for 10 megs while a county away they offer 100 megs for $29.99!?!? How is this even legal? Also they charge a reconnect fee of $60 after they turned my cable off 1 hour before bill was paid! Electric rate though is very affordable.

Garbage monopoly and terrible to work with.

Their service is terrible had them for about a year now and I think my internet has worked about 2 months out of that year and also every couple months my electric will spike way up when nothing has changed in my household I live by myself and I’m hardly ever home and everything is turned off.

Worst. Internet. Ever.I am so done with my internet going down multiple times a day for the past month. It is ridiculous. Don’t ever take their internet plan.

Absolutely horrible at every service they offer. Over priced, awful customer service, & a complete monopoly in the city of Frankfort. When you receive your bill each month, the charges dont even make sense nor are they consistent. And good luck trying to get someone to logically explain them to you..it is laughable. Or maddening. Depending on the day I guess. I have had to make a trip to their office every month since service began (6 months now) with no good end result other than someone rude unable to explain anything to me at all. They will tell you your bank draft attempt failed & their records show your bank account is closed or doesnt exist. But, when u go in, no one will show u a receipt of the failed transaction & they will cash 5 checks on that same said closed account...Thank goodness I was able to find a home far away from Frankfort with cable & Internet services almost half their price with wonderful reviews from the public. If only the plant board wanted to do good business & actually please their customers as other companies do...just read the reviews. They are ridiculous! I will never do business with them again & I would recommend them to NO ONE.

As of now you guys are getting 1 star work and show me better and I will deem you worthy of 5 stars. First you guys need to fix your website talk to or hire a web developer I am sure he can help you for such a basic error when trying to submit documents. The 2nd thing is fix your website tracking saying I did not pay my deposit when I did. The 3rd is 2 business days when I submit an issue to be fixed I am sure my property manager will be happy paying my electricity longer then needed thanks to you. The 4th is fix your hours so I can call when I am off of work and I am doing this quickly on my phone on break so screw the grammar errors.

So far Ive had nothing but a great experience with the plant board. Everyone has been beyond welcoming and nice. Our tech that came to our house was great! Where I just moved from the rates and experience would not even come close to here. Thank you to everyone we dealt with at the plant board. You guys are wonderful!

Almost 90 bucks a month for internet that has never worked a full day since I got it. How is this an Elite Package? Time to look at other options.

I simply dont understand all the negative comments. I have been dealing with the FPB for years and have never had any bad experiences. They have always been nice to me and very professional. I think some customers need to realize that is a 2-way street.

Frankfort wake up! The FPB is more expensive then the same utilities in Lexington! Why?? FPB is government owned. Put the government in charge and you get less and pay more. Nice!

Thumbs down as an ISP. Over priced for an erratic connection that constantly drops.

I️ would give zero stars if possible. This place is not only overpriced, but the hoops they make you jump through to get started and get something as simply as a DVR is obscured. Caring about customers and they happiness would enable you to still make the big bucks and get some referrals in the process.

I have had near perfect internet and electric service for the duration that I have been with FPB. Any time there is an issue, they are very quick to resolve it at no cost to me. Their prices are a little on the high side, but their quality of service and support makes up for that.

I called due to internet outage and gave up after 2 hours on hold. This is unacceptable for the price we are paying.

I have been without internet for four day know while on lockdown.

I usually never post a review for anything unless its really good or really bad......this is awful. Paying for 250 Mbps and i dont recieve ⅛ of that speed on a great day. Cant even begin to get into how messed up their whole system seems to be along with a total lack of care to anyone who is forced under their petty services.

Worst service. Over the last two months of my stay in Frankfort, there was power outage twice: that too with the weather conditions being pretty good. Their internet is also not very good. It gets disconnected every now and then.

Speeds are rarely whats promised, and the supplied router doesnt function properly. More importantly, within the first month weve lost connectivity entirely twice.

I worked with Jill in the billing department about a problem that I had concerning a high water bill from a leakage problem. She was incredibly professional, compassionate and kind. She has excellent job knowledge too! She is an exemplary customer service rep! Please pat her on the back for making a bad situation easier to deal with.

I pay an astronomical amount for 100 megabytes per second download speeds...I consistently have issues and every SpeedTest I run reports a whopping 5 megabytes per second download speed. No customer support, and no other options in town. Can you explain this one FPB?

Absolutely Terrible Horrible. We pay these people hundreds of dollars per month and they cant even get basic customer service right.

Why is FPB so horrible?I have waited for 20 minutes for someone to answer my call. waiting in queue when I am the 1st caller on the list? very, very bad customer service. if my apartments could have another company, I would rather have anyone else. unfortunately this is the only company I am able to have and I hate it. why d you have so many problems with services and customer issues? I do not recommend this company to ANYONE in Frankfort.

The only choice we have for Internet and we often lose connectivity. I agree as well that they are overpriced. Not a pleasant experience. I give 2 stars only because the Internet does work mostly but i have an online business that tells on the internet and its terrible for my business when it is down. Not reliable enough.

WiFi constantly cuts out! Trash survice.

Excellent service. We had a technical issue pop up, they were quick to answer the phone and the service guys were prompt and courteous. Thanks for getting us squared away!

Wish I could give negitive stars. Justified building a multi-million dollar new facility as our rates continue to rise. Will only use the services I have to since they do have a monopoly on energy in the city of Frankfort. Currently shopping to replace every service I can with their competitors.

When the rates go up without explanation, customers are left frustrated. Its time a formal investigation is conducted - support should be plentiful. Looks like they want to hit everyone with a water increase now - why not flood them with an audit of their business practices? Dont see why the AG cant be contacted.

Abismal supply of service and fail to meet their guarantees. Throttled connection makes WiFi nearly unusable at times. Very disappointing of a Frankfort based company.

GOOD PLACE TO PAY YOUR CABLE, ELECTRIC AND WATER BILL

First of all, they disconnected my heat when the high was 32°. Not because I was late, because I missed a payment on an old account thats over 5 years old. They wouldnt allow me to catch up the arrangement and continue. I had to pay the full $233.00 PLUS a $60 reconnection fee in order to have heat during the low 20s at night. My family will not have a Christmas this year. I never received any type of notice from them before the disconnect. Im currently seeking legal action.

Never before seen a business that can charge a customer for more than one month on one bill because they changed out the electric meters. Put me in a financial disaster. Very unethical people running this place in my opinion!

I think you folks have a great Accounting department. You have never failed in deducting my payment from my bank account. What you do fail at is picking the phone when there is an outage. Since you say you provide a service, you should provide the said service. Or read your reviews. They do not look good. Your customers are not happy.

Edit: I moved to a new residence and a WEEK AFTER SETTING UP my internet went out and I have to wait for someone to come fix it. Its Saturday and they wont be here till Tuesday because its a holidayWas on hold for hour before they told me the problem was with billing and I needed to go to the main office and pay in cash well I did that got back to my house Internet still wasint back up Ive been hold now for half an hour for the second time today and theres 11 people in front of me.

I havent had a single issue with the FPB yet. Upon my initial appointment to get service I was saw within 10 minutes and out of there in less than 10 longer. When I went back later to add internet, was out in about the same time. 2 days later they got my internet installed, the technician was to be there between 9 and 12, was there at 901. Love that I can pay online with no additional fees. Internet is very fast and Ive had no issues with it slowing down.

ABSOLUTE TRASH SERVICE. Paying for 250 MBs and I can’t even use the internet. Multiple “technicians” have been over and pretty much said everything was fine and I was SOL. There can be literally no one home but myself and a device directly connected can’t even stay connected for longer than 3 minutes. They seriously need another internet company in Frankfort. #spectrumwhereyouatSide note, I wish they would let me give them 0 stars.

Im paying for 10 Mbps upload at best, ($80 a month) all I need is 5 FOR MY JOB but Im barely getting 1!!!! This isnt any different then when I was just paying $60! Internet is a JOKE

On Saturday, September 2, 2017, the beginning of the Labor Day weekend, our Internet access stopped. We called the emergency number, which turns out to be an answering service who knows where, and they walked us through diagnostic steps on the phone. Our modem indicated that it was not receiving an incoming signal, based on the lights on the front. They told us they would pass it along to the office and we would be contacted.Four hours later we called again. They could not confirm that anyone was in the office for the weekend. They referred us to the local emergency number.The operator who answered the local number simply told us that, according to her computer screen, our problem was not an emergency. We depend on Internet access for Netflix and Amazon Prime and we do not have any other TV service. We also explained to the local operator that we are paying for the Internet access but unable to use it and we are paying for the additional services and unable to use them. The operator told us our only resort was to call the answering service number.We were without Internet service through the holiday weekend. The websites for Verizon and AT&T say that neither services our area for Internet access at home. The Plant Board has a monopoly and apparently feels no need to provide customer service as a result. The minute we find another alternative we will quit their substandard service.

Theyre only open Mon-Fri until 4:30 PM so basically their whole business is only convenient for people without jobs, and theyre the only provider in Frankfort so not very helpful. You can still pay over the phone which is good but you best wait for your holiday to move somewhere.

Their double charge and tack on tons of fees when they didnt even send you a bill. When you call to ask them a question the put you on hold for LONG WAIT TIMES and then you have to talk to 3 or 4 people to get anything accomplished. Horrible service provider- this should not be the only provider option for Frankfort.

Heard they buy their services from Ku and jack the price up .. think it should be against the law to make us have to do service with them!

This company is overpriced and customer service is not their strong suit. My internet works when it wants to and the modem must be reset every other day and I pay for the 50mbs!

Pay for 100mbps and i get 25 most the time. The internet cuts out for 30 - 40 seconds every 3 - 5 minutes and i always have extreme packet loss.

The customer support is an absolute foolish prank for the plant board to make you think that your equipment is bad. The service that you get is poor at best. They advertise internet service, but I remember having better service when I had two cans and string between them. If you can avoid the Frankfort plant board, do so at all costs.

-Customers are NOT important!-Internet service overpriced and glitchy daily!-Tech support usually unable to resolve any issues without submitting a trouble ticket!-Agents very rude and not at all concerned with helping you!

WORST COMPANY EVER. Horrible services that are ALL overpriced. But hey - when youre the only option in town....its pretty easy to screw the customers over! They ONLY good thing in that place are the employees....the ones who are not in charge of prices/rates, of course.

It is the worst public service company ever in the whole world. Never have a deal with them. It took me at least three hours call waiting to talk with their customer service to resolve an issue, which should be resolved at least one month ago. The issue is that they know how to charge you but dont know how to return the owing money back to you. I dont want to give any star to them if there is an option. Shame on this company.

Internet: 5 star (updated from 2ish)Utilities: 5 starsUpdate: I called about the poor internet service and they came and replaced my modem with a newer one, not only this, but they bumped my internet speed last week as well! We dont have to pay any extra, and internet service has been great since!Initial review: They do the usual municipalities well, but their internet service is awful. Supposed to get 10mbps and on average, I cannot even load websites and my phone/laptop will think the internet service is bad because it is so slow.Customer service is actually quite good. Would be 5/5 if internet didnt suck.

If you carry over more than $20 from previous bill, they’ll cut your power off and then charge you $60 reconnect fee even if you love 1/4 mile from the service station. Also disconnect day is either the 5th or the 25th means 7:00 am which is 1 hour before FPB opens. Internet goes out quite often and is really expensive compared to the competitors that don’t exist. FPB controls everything but gas. The trash service is actually pretty good.

Frankfort Plant Board completely messed up customer service. Our land line went dead Sunday morning in a storm. I called in and gave my details to their after-hours answering service, and they never generated a work order. Only after being on hold 50 minutes during two cell phone calls and making two more calls, did I get a high-level manager who attended to the breakdown. Almost 36 hours with a dead phone line!!

I just moved to Frankfort a few months ago. I havent had 1 issue with FPB. All the steps I had to take to get service was quick and painless. Everyone was polite and helpful and no issues with wifi so far. Yes the prices are alil high but what isnt these days.

I have updated my review to 5 stars. Kudos to FPB for making a big change in customer service. Plus, they have upgraded their internet service with fiber-optic cable. Its fast and reliable so far.

They provide reliable utility services.

Worst Internet I have ever had. Constantly claims best effort, even though I pay for 20 MB down, and often receive less than 1 MB. Cannot stream video, cannot watch Netflix. No apology, no refund. They just dont care.

Worst ever had it for it a week had to call everyday just to get something fixed wouldn’t recommend you to go there at all better off watching your phone

As a small business customer my experience has been excellent. I was worried after looking at the reviews but from the day the tech installed me thru today my experience has been great. My rates for telephone and internet were cut by 60% by switching. Not sure on electricity since I didnt have an option but all three services are less with FPB than just my phone lines with ATT. Cant comment on residential but my experience on the small business side has been great.

Internet is down a lot. The rented broadband/wifi box is unreliable and I have their new one. Since they have a monopoly it is impossible for any competitors to provide service. HOWEVER their customer service is stellar. UPDATE the customer service WAS stellar. Over the past several months you cant get a response and when you do they give you the run around. Someone finally came to fix and and so far its up and running but I asked for a refund and had no word yet. Went through the Better Business Bureau for resolution. If you can find reliable internet elsewhere, go for it. But good luck, they have a monopoly.

Terrible cable and priced too high. Im thinking of getting the antennas that gets the channels over the air. I wouldnt get as many channels, but I wouldnt be paying out the nose for cable that is constantly giving me problems either! Shame on you, Frankfort Plant Board, for not giving your customers what they pay for!

Havent even been with them for a year and have had 3 rate increases for cable, which cuts out every single night. Every.single.night. But keep raising the prices. Im desperately trying to find a different solution for internet here in Frankfort.

If i could give them 0 stars i would. they will cut ur power to do maintenance without any warning. you have to reset ur wifi at least once a day. worst cable company i have ever experienced. a monkey could run a business better than the jokers running the plant board now

If you pay hundreds of dollars for internet,youd think that it would at least work when you needed it to...

Their internet service is awful and often times disconnects. Their representatives are mostly nice though.