Frontier Communications Reviews (4127)
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Frontier Communications Rating
Description: Cable TV, Internet and Telephone Installation Companies
Address: PO Box 20550, Rochester, New York, United States, 14602-0550
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Frontier's failure to provide service
Total lack of local support
Thank you for referring the complaint of Gary *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. advises his internet service has not worked since installed. Frontier has investigated the above statements and offers the following response:
Frontier completed repairs at Mr. home on November 6, 2019. Frontier has issued all applicable credit to Mr. Harms’ account.
Frontier spoke with Mr. on November 7, 2019, and confirmed service is working.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
Continued signal drop for internet. Scheduled several service calls. Tech didn't show up during time that was texted to me. Called to reschedule. A few days later I received a voicemail saying no problem was detected with the line so they closed the ticket. I called and spoke to a supervisor and they rescheduled for 10/24/2019. On 10/23 I received another voicemail saying that they did not detect a problem so they closed the ticket. When I scheduled the appointment for 10/24, I was assured the tech would come and check the issue out thoroughly.
I have had ongoing issues for several years and Frontier has continued to provide no resolution.
Thank you for referring the complaint of *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. advises that he has been experiencing intermittent speed and connectivity issues with his Internet service from Frontier. Frontier has investigated the above statements and offers the following response:
Frontier advises that Internet service speeds are based upon many factors: including network congestion, customer location, customer equipment, and Wi-Fi network interference. Customer speeds may vary over time.
Frontier has sent a replacement modem to Mr.. Frontier has provided direct contact information for Mr..
Frontier attempted to reach Mr. to advise of the above but was unsuccessful. Frontier left a message for Mr. that included direct contact information.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.
We had services through Frontier, for less then 1 week of service. Because there services were not the type of quality I expected. Had to contact multiple times over the 1 week span to have issues fixed. Decided services were subpar so switched companies. When I called in to cancel, I was told I had to pay for canceling Ebay along with paying for installation. Which I feel is a huge rip-off, due to subpar service. After more then 2 hours of being bounced around was finally told, would cancel and zero out balance. This did not happen recieved a bill for 268 dollars. So I called in and was told these are valid charges which is unacceptable in my eyes. This company is a huge scam artist and no one should ever use them. I was told by multiple people that they do this scam if u try to cancel.
Frontier has investigated the above statements and offers the following response:
Frontier states on August 14, 2019 Mr. signed up for a two-year promotion for Vantage Voice Unlimited, Internet 500/500 and Vantage Choice TV. A technician was dispatched on September 14, 2019 to install the fiber service. The technician conducted a test and resulted in services up and working well.
Frontier states a billing statement generated on September 14, 2019 for the total amount of $248.92 due by October 8, 2019. No payment was received for this billing statement.
Frontier states no trouble tickets were reported after the installation of services.
Frontier states Mr. requested to cancel his account. The account was disconnected on September 23, 2019.
Frontier states a billing statement generated on October 14, 2019 in the total amount of $283.75 with a balance forward of $151.73. No payment was received for this billing statement.
Frontier advises as stated in the Terms of Service (https://frontier.com/corporate/terms) termination of non-regulated services is effective the last day of your billing cycle. Services will be available through the end of the billing cycle for which you have been billed in advance. No partial month credits or refunds will be provided for previously billed service subscriptions.
As a courtesy, Frontier issued a total credit of $222.91 for customer experience, reducing the balance due to $158.03.
Frontier attempted to reach Mr. to advise of the above information. Frontier left a message for Mr. that included direct contact information.
We regret any inconvenience that *** may have experienced as a result of the above matter.
Upon moving, I cancelled my account with Frontier. They stated that they need to ship me boxes to return the equipment. After 5 calls and 2 months I finally got the return boxes. I promptly shipped them back. A month later I got a final bill saying that they have been received and my account had a negative $.07 balance. They then sent me a check. A month goes by and then they send me a bill for $108.75 stating I never sent back one of the boxes. I used their boxes, their labels, their instructions. One box gets there and one doesn't. Since it has now been months I have no record of the tracking number for proof. So they blame me and charge me because they are a giant company and I'm an individual. I tried calling and got nothing. I tried their chat feature and was passed around.
Thank you for referring the complaint of Mr. to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
· Mr. advises that Frontier billed him for equipment he has already returned.
Frontier has investigated the above statements and offers the following response:
· Upon investigation, Frontier advises on each billing statement the following notice is provided: Upon termination of service, you must return equipment owned by Frontier. Frontier advises that failure to return Frontier equipment or returning equipment in a damaged condition (subject only to reasonable wear and tear) will result in the imposition of an equipment fee that may be substantial.
· Frontier has confirmed that Mr. returned all equipment to Frontier.
· Frontier advises that a full adjustment was issued on October 22, 2019 in the amount of $108.75 to cover equipment charges. Mr.’s account is at a zero balance.
· Frontier spoke to Mr. and advised the information above.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter.
Revdex.com:
Frontier has called me, offered an apology, and corrected their error. They also stated that this shouldn't have happened. I appreciate the Revdex.com's assistance as I don't feel Frontier would have corrected the issue as fast without your involvement. I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. My complaint can be closed.
Regards
Their sales management team comes out to my neighborhood pretty much on a monthly basis I understand that companies need to get feedback on their competition but my problem is this they are beyond pushy when it comes to trying to get people to leave their current provider (***) More then a few times I have made it clear that I’m not interested on switching providers and they continue to drill me with speed questions monthly cost if I’m saying I’m happy with my current provider then they should not continue to insist with their questions today was the last straw I had to tell the rep I was not interested on switching service providers 4 times I even told him I was on my way out the doot yo take my children to the urgent care because they were sick and he still insisted on asking questions after I made it clear that I was happy with *** and that I was not interested on switching to frontier he did not get the hint and still kept going I had to be rude and walk away from my door order for him to get the hint and to top it off he was very rude and left and made a very unprofessional remark stating hope your happy continuing to pay for a shared line that is beyond unprofessional if I say I’m not interested on switching it should be left at that and they should not keep on insisting my kids were sick and I was trying to take them to get medical care this is beyond ridiculous and I do not want any more reps coming to my door trying to get me to switch.
Complaint Number: ***Customer Name: Elizabeth
***Frontier has received
notification of a complaint from the above individual. According to the
complaint:Ms. requested Frontier no longer come to her door to try and get her to switch providers.Frontier offers the
following response:Frontier submitted Ms.’s address that is listed on the complaint be removed from Frontier door-to-door solicitation. Attempts to reach Ms. has been unsuccessful. Should she have further concerns please contact for any assistance with this matter. We trust this information
will assist you in closing this complaint. Sandra P. Frontier Executive Relationse.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
When they digging the new fiber optic cable in they cut our sewer and electric line at a repair cost of $1000
Thank you for referring the complaint of *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. sewer and electric lines were cut by Frontier when digging new Fiber Optic Lines. Mr. would like Frontier to pay ½ of the $1000 repair cost. Frontier has investigated the above statements and offers the following response:
Frontier local management spoke to Mr. in October and determined that the private utility lines damaged were not marked.
The lines that were damaged, were private lines crossing public easement. These lines were the responsibility of Mr. to mark and protect.
Frontier was not able to identify and or know about the private utilities running or crossing the utility easement. Frontier nor the private contractor are liable for the repairs.
Frontier bears no responsibility for the repair.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I had several problems installing the internet in my home and since the day of installation I can not have the speed that was hired, I have contacted the company several times and to this day have not been able to solve my problem.
I was having the attendance of an attendant who was trying to solve the case, but after she made the appointment for a technical view, she didn't return to me anymore and I'm still without the speed that was hired.
Thank you for referring the complaint of Mr. to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. advises he has a billing discrepancy with Frontier.Frontier has investigated the above statements and offers the following response:
Frontier advises Mr. received monthly discounts based on a two-year term agreement. Since Mr. ended service before the term agreement end date of 12/29/2018 an early termination fee applies.
Frontier spoke to Mr. on November 5, 2019. Frontier has provided direct contact information.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.
Revdex.com:
Good evening, the Frontier manager sent me an email stating that you answered the wrong case and informed me that tomorrow I will receive a call to try to solve the internet problem.
Thank you for referring the complaint of Mr. to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. advises that he has been experiencing speed issues with his internet service from Frontier. Frontier has investigated the above statements and offers the following response:
Frontier advises we have completed speed investigation. Frontier has confirmed Mr. internet is running over 500mbs up and down.
Frontier tested the access line and found that Internet speeds were within an acceptable range.
Frontier advises Internet speeds are based on multiple variables including limitations of the computer, wiring inside the home, time of day, distance from Frontier's equipment, among other things.
Frontier advised Mr. of the above.
Frontier has provided direct contact information.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.
Revdex.com:
I analyzed the responsibility of the company in reference to claim ID and I consider that this resolution is satisfactory for me
I have been a customer of frontier for over 3 years. Over this time, my monthly price has gone up, while internet services slowed. I recently began working from home part time and decided I would bite the bullet and upgrade my internet service. I knew it would be a pain calling frontier based on past experience, so on October 17, 2019 I reached out to a representative via live chat on the frontier website. RJ seemed well informed. He offered me the highest available service for my location at 18m/1, compared to my current 6m/1. He explained a technician would have to come to my home to do some wiring and hook up a new router. He scheduled an appointment for October 21 between 8am and noon. I then scheduled myself a day off so I could be home. The morning of October 21 arrived. Before I knew it, it was 11am and no technician showed up yet. Using the order number from the confirmation email I received from RJ, I checked the status of my service online, only to find my order was cancelled. At no time was I or my husband, who is on the account, contacted to notify us of the cancellation. I began live chat online, while my husband attempted to call frontier. On live chat, I was transferred 5 times between customer service and technical support, each time claiming they didn't know why my service was cancelled. My husband was experiencing similar issues and the phone, while also dealing with being hung up on twice. Before I was transferred via live chat for the 5th time, I requested a supervisor and was denied several times. I was then sent to customer care, but put on hold for 30 minutes and gave up. My husband finally had some luck on the phone. The representative informed us the service requested is not available in our area, so when it was scheduled, the system automatically cancelled it. We asked several times why we were not informed and how this is going to be made right on our end, only to be rudely told several more times the system automatically cancelled it and that we should know because the service isn't available in our area. My main issues are: 1. Why are the salesman selling services to customers and not making sure it's available in their area? 2. I understand automatic system responses, but as a consumer, why wasn't I notified? I wasted a day off and waited for 5 hours for a technician to show up only to find out that one was not coming. 3. Why does it take 2 hours and several department transfers to get an answer?
At the end of the call, we asked to speak to a supervisor and was again denied. The representative said the supervisor was in a meeting until 2pm and asked if we wanted to wait on hold for an hour. We asked if the supervisor could call us back and was told yes and that a call can be expected around 2pm. That call never came.
Thank you for referring the complaint of *** to our office for review. We appreciate Mrs. bringing this matter to our attention.
The Complaint states that:
Mrs. is requesting faster Internet speeds but has been advised that it is not available to their address. Frontier has investigated the above statements and offers the following response:
Frontier advises that faster Internet speeds are not available at Mr. & Mrs.’s location at this time.
Frontier spoke with Mrs. on October 23, 2019 to review this information with her.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mrs. may have experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I filed this complaint because of a missed appointment, not because faster internet is not available in my location. As stated in the initial complaint, I contacted Frontier to see if faster internet was available in my area. I was offered a better plan by their sales representative, who then scheduled a technician to come to my home for installation. This information was confirmed in an email on the same day. I took a day off of work to be home for the installation and waited around for 5 hours - no technician every showed up. After getting the run-around by the Frontier customer service and tech team for 2 hours, we were finally told, very rudely, how the service we requested is not available in our area, so the appointment was automatically canceled. The representative told us that we should have known it is not available. How would anyone know that? My first issue with Frontier is that their sales representative sold me unavailable services when I clearly stated I wanted the fasted internet available. My second issue is that the appointment was canceled, but at no time and in no manner was this EVER communicated to me or my husband, the account holder. Instead, we wasted 5 hours waiting, followed by 2 hours on the phone and instant chat with employees who clearly don't know what they are doing. My third and final issue is the manner in which we were treated when we called to inquire on our appointment.
I do acknowledge that I received an insincere phone call from someone at Frontier regarding my request for faster internet, however, she did not address the main issue here - I am a competent adult and understand that not all internet speeds are available in rural locations. Frontier needs to take responsibility for the communication error regarding the canceled appointment, the lack of training for their employees, and the disservice they are providing to their millions of customers.
Regards
Thank you for referring the rebuttal complaint of *** to our office for review. We appreciate Mrs. bringing this matter to our attention.
The Rebuttal Complaint states that:
Mrs. is requesting faster Internet speeds but has been advised that it is not available to their address. Frontier has investigated the above statements and offers the following response:
Frontier advises that faster Internet speeds are not available at Mr. & Mrs.’s location at this time.
Frontier spoke with Mrs. on October 23, 2019 to review this information with her.
Frontier applied an adjustment of $25.00 on Mr.’s account as a courtesy for the missed appointment on October 23, 2019 and apologized to Mrs. for the inconvenience that they experienced.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mrs. may have experienced as a result of the above matter.
For a long time even before Frontier, we had *** sports. We have had with Frontier communication until they removed it from their line up few months ago. I have already contacted FCC which they reached Frontier. Frontier called me and said they could not renew their contract with *** because they raised their rate on them. If that is the case we need to get discount for not having *** or they should give us back the sport channel. This is unfair business practice wanting to have it both ways.
Thank you for referring the complaint of Mr. to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. advises Frontier has changed the FIOS TV Channel lineup, removing the *** Channel. Mr. advises if *** Channel will not be offered he would like a discount on his monthly bill.
Frontier has investigated the above statements and offers the following response:
· Frontier advises that Frontier contracts with various programmers to offer content to our TV service customers. These contracts periodically expire or are terminated. Frontier negotiates in good faith to reach new agreements with program providers in order to offer our customers a rich TV experience. Generally, these contracts are re-negotiated or extended with no change to or interruption of service. Sometimes, however, there are changes to channel line-ups and to the content of programming packages.
· Frontier advises that the Terms of Service online state Subject to applicable law, we reserve the right to change, rearrange, add, delete or otherwise modify the Service at any time, with or without prior notice to you, including changing, rearranging or otherwise modifying our Programming packages, the selections available in those packages.
· Frontier advises there are no changes in the cost of the service.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.
No service. No help. On hold for 43 minutes. I couldn't even cancel my service unless I was willing to wait on hold for 30 minutes..unbelievable...
After getting the run around and horrible customer service for over a month for not having internet service because the lines outside coming to my house were no good and could not be connected to my lines coming into my house, I cancelled my services. I had services for over 2 years prior to this happening. The lines fell in the street and when they came out to repair them they were not done correctly or fully, which is what caused my outage for so long. I was told after my next billing cycle they would issue me the credit on my account back to me in a visa giftcard. It has been two months since cancelling and I just called them to see why credit has not been issued to me. I was told that it takes 90 days to submit the request then another 15-21 days for me to receive the visa giftcard. That is almost 4 months after I closed my account for them to issue money back to me that I had to pay for services that I did not even have because they could not get someone out to my house for over 6 weeks to fix and still did not fix. I had to continue to pay the bill during this time or they were going to charge me late fees and report me to the credit bureau. I had three ticket numbers for them to fix my services over this time because they keep closing my ticket saying that I was fixed and I would have to call back in and report that it still was not working. One ticket number I did not call in the same day it was closed so they will not give me a credit back for the few days because I did not call immediately and report the outage for those few days. I had one ticket closed and no one even came to the house. I have spoken with several people in customer service and technical services over this time and supervisors in both departments on several occasions and NO ONE HELPED just gave me corporate answers that did nothing for restoring my services or issuing me the refund back.
Thank you for referring the complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
• Ms. states after ongoing Internet service issues due to damaged lines she cancelled her service with Frontier.
• Ms. states she was not provided all of the out of service credit she was due.
• Ms. states she was advised she would receive a refund in the form of a visa card and still has not received it two months after the account has been disconnected. Ms. states she was advised it takes 90 days to process the refund and an additional 15-21 days to receive it.
Frontier has investigated the above statements and offers the following response:
• Frontier records show Ms. reported a line down on 7/19/19 and the line and service was repaired on 7/25/19. Frontier records show Ms. reported internet trouble on 8/7/19 and a technician was dispatched on 8/14/19 and referred the ticket to cable repair. Ms. disconnected her service on 8/19/19.
• Frontier records show Ms. was provided out of service credit for her reported outages over 24 hours and this credit reflected on the 9/1/19 and 10/1/19 billing statements.
• Ms. has a credit refund balance of $65.02. It is Frontier’s policy that refunds on closed accounts are initiated 2-3 billing cycles after an account is disconnected and these are fulfilled with a prepaid Mastercard from Wirecard; the purpose of this delay is to allow time for any additional billing activity including billing by 3rd parties. In this instance, Frontier has requested a refund check sent directly to Ms. in response to her inquiry which was generated on 10/22/19.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
Sincerely,
Frontier Executive Customer Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 13918733, and find that this resolution is satisfactory to me. However, the summary of the events are not painting the entire picture of what actually happened from 7/19/19 to 8/19/19.
Regards
I decided to go with a different phone carrier for my home phone due to the rising price of Frontier and not so good quality. My number was ported out to the new carrier on October 10th. Frontier received a check in the amount of $51.50 from me on 10/01/2019 paying for the service from 09/10-10/09. I called Frontier Communications on October 11th to be sure that my account was officially cancelled. The customer service representative assured me that once my phone number is ported to another company that it automatically cancels my account. Now I receive another bill for the services from 10/10-11/09/19. I called Frontier and told them it should be cancelled during which they couldn't even find an account associated with my number. The customer representative tells me that since I called on 10/11 and the billing date is 10/10 that I still owe for this prepaid month even though my number was officially ported out on 10/09/19. I offered to pay for the one day just to get it handled and they wouldn't take it. Would not let me speak to a manager. I asked for the man's name since I was so mad that I forgot and he gave me a different name of "George". I have never in my life had more of a disrespectful customer service experience.
Frontier Communications
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
The customer ported out telephone number on 10/08/19 and was charged for services from 10/10/19 thru 11/09/19. Ms. is disputing these billed charges.
Frontier has investigated the above statements and offers the following response:
· Customer ported out effective 10/08/19 to ***
· This order did not post within Frontier’s billing system until 10/15/19 and this resulted in billing for the next month’s charges.
· I have credited the billed charges of $51.91
We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** may have experienced as a result of the above matter. Frontier Specialist: Department: Consumer Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
Frontier Communications was a no-call/no-show for internet installation on July 8th, 2019. Was told during the rescheduling process that the installation charge would be waived as a result of the no-call/no show. Fee has not been waived and now there are penalties/fees being accessed to it as well.
Frontier Communications
Thank you for referring the complaint of *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. advises that after Frontier was a no call no show on July 8, 2019 for Internet installation, he was advised that he would have his installation fee of $75.00 waived and that has not happened.
Frontier has investigated the above statements and offers the following response:
· Frontier advises that Mr. requested new Internet service with Frontier and it was to be installed on July 8, 2019. Frontier missed the appointment.
· Frontier issued a credit of $75.00 for the installation fee and also a credit of $22.61 for the late payment fees charged to his account.
· Frontier spoke to Mr. today and advised of the credits issued. The $22.61 credit came off the current bill to leave a balance of $116.07 due by November 8, 2019. The $75.00 credit will appear on the November bill.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter.
Frontier Specialist: Tami L Department: Customer Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I ended service w Frontier in April of '19. I wanted to keep my phone # so it was ported over to Spectrum, my new cable co. It took a week to port the # so I owed Frontier for 1 week of service past my monthly billing date. At first they said I didn't return my equipment (I had and had *** receipt) and billed me $404.59. I called them and then the bill was reduced.... to 297.59. For 1 week! I have spent at least 3 hrs tal*** to their billing dept, over 10 calls. On 6/10 I have a conf # of a call when I was told bill should be $47, which I would have paid. Then the bill came and it was for the 297.59. I have a conf # of a call I made on 7/21 where I was told she would do all she could to resolve, and I said I would come back to Frontier if it was and I could get a good rate. The next bill was for 190.59 which they still want. I paid them $37.50 on 8/27 which I thought was fair for 1 week. I want them to erase the 153.09 that they say I still owe them. After all my aggravation and time spent, and the fact that I have paid them a fair amount for the 1 week, it's the right thing for them to do.
Frontier Communications
Thank you for referring the complaint of *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. advises that he was charged for service with Frontier even after he disconnected his service.
Frontier has investigated the above statements and offers the following response:
· Frontier advises that Mr. was charged for a full month of service (April 3, 2019-May 2, 2019) on April 3, 2019.
· Frontier advises that a port out order was completed on April 10, 2019. Frontier bills a full bill cycle, Mr. would have been able to use his service through the May 2, 2019 due date if he wanted to.
· Frontier spoke to Mr. and issued a courtesy credit of $153.09 to zero out the balance on his account due to it being only 7 days into his bill cycle when he canceled the service.
· Frontier advises that Mr. was satisfied with the resolution.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter.
Frontier Specialist: Tami Lee Department: Customer Relations
...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. I rec'd a call from Frontier's Tami L on 10/28 and she stated that she had researched my case and found that all I had said was true. She agreed to erase the balance due as I had made a payment to cover 1 week of service based on a $150/mo. rate. The previous rate before the increase was $106.
Regards
This complaint is regarding our internet service (wifi) connection. Once Frontier took possession from *** our wifi connection was terrible. I have complained numerous times, had a technician to our home with no satisifaction. Yesterday I had another Frontier technician come out and check our connection. He stated that our wifi speed was under 1 and the company had us locked in at 1.5, but he also stated that we should be getting at least 6. The technician could not understand why our wifi connection was locked from the company end at 1.5. He felt they should make restitution for the years I complained and got not what I was paying for. I spoke to the company today only to get very agitated with the service person. SHe was continually giving me a hard time regarding billing and not being able to speak to me though my name was on the bill. I connected her via phone with my husband who has not a clue because he does not handle account information, but he did the best he could to answer her questions. When she asked for his birth date he gave it only to be told it was not in her information. I gave her my birthdate and she said I cannot speak with you. Very rude... thus I became very agitated, hanging up with no resolution. I feel the company owes us an explanation why we were locked into a 1.5 speed when it should have been a 6. Finances are not an issue .. they are always paid and ahead of time. I feel we should get some type of credit for the service we did not get.
Thank you for referring the complaint of Mrs. to our office for review. We appreciate Mrs. bringing this matter to our attention.
The Complaint states that:
· Mrs. advises that she has been experiencing intermittent speeds and connectivity issues with her internet services from Frontier.
· Mrs. advises that she would like credit for the time she was out of service.
Frontier has investigated the above statements and offers the following response:
· Frontier advises internet speeds are based on multiple variables including limitations of the computer, wiring inside the home, time of day, distance from Frontier’s equipment, among other things.
· Frontier advises the technician sent to the home has made enhancements to the internet speed that has improved the service.
· Frontier has applied a courtesy credit to Mrs.’s account
· Frontier spoke to Mrs. on October 29, 2019 and advised of the above.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mrs. has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards,
*** +
I filed a previous complaint against this business in August of 2019 because they were forcing me to pay for services never received. My complaint WAS addressed back in August, or so I thought, and now I get a bill for .53 cents when I was ASSURED that my balance would be ZERO. My credit is now going to be affected because of their lies. I want this balance REMOVED IMMEDIATELY.
The Complaint states that:
Ms. advises that she is disputing her .35 balance. Frontier has investigated the above statements and offers the following response:
Frontier advises that we apologize for the inconvenience this issue is caused.
Frontier advises that we have issued a credit of .35 to Ms.’s account on October 25, 2019.
Frontier advises that we spoke to Ms. on October 28, 2019 to advise of the above.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. I just hope that I never have to speak with that company ever again. They're all rude, petty, and they are scam artists.
Regards
Recently moved from CT to AZ . Called Frontier mid September
this year and requested termination of internet and voice service Sept 19 th . They terminated contract to soon and needed to create a new account to reopen service until the 19th . When I spoke to a customer service rep I was assured my account would be credited for their error .
Instead of being credited we continue to receive a full bill along with late charges . Supervisor continues to deny any credit and continually states he cannot provide a reason for credit denial even though Frontier acknowledges we only had active service for a few days they are billing us for the entire month $168 . This is after a previous Frontier customer service rep advised our account is being credited $149.
Terrible company to work with and they refuse to honor their verbal credit commitment . I just want the credit THEY ADVISED what I was due and they refuse to give any reason why they are now denying credit they advised was due .
The Complaint states that: Mr. is disputing his final balance on his Frontier account.
Frontier has investigated the above statements and offers the following response:
· Frontier advises that we apologize for the inconvenience this issue is caused.
· Frontier advises that Mr. requested that his service be disconnected at the end of his bill cycle on September 19, 2019. His service was removed on September 11, 2019 in error, and reconnected with a new account on the same day. Services were successfully disconnected as requested on September 19, 2019, however billing continued through October 11, 2019.
· Frontier advises that a credit has been issued for the period of September 19, 2019 – October 11, 2019, resulting in a refund. Please allow up to 10 business days to receive this refund in the form of a check.
· Frontier advises that we spoke to Mr. on October 29, 2019 to advise of the above.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I moved to a new home a year ago and transferred my service with frontier to the new home had many problems with it so they sent a repair technician out who then upgraded my service from then on for the past six months while I had service I was calling every week asking for them to send someone out being hung up on multiple times and when I finally had enough and asked to terminate my service they threatened me with the contract then I told them they have not held up their contract with me as I did not have service for the past months ask again for a technician said they were unable to do that as to cancel my service had to call back three times because I got hung up on I was literally in tears begging for help not being rude or cruel I have these calls documented I will pay the bill but I don't think I should pay for an early termination of contract when they were unable to fill their end
Frontier Communications
Thank you for referring the complaint of Mrs. R. *** to our office for review. We appreciate her bringing this matter to our attention.
The Complaint states that:
Ms. is disputing her bill for services form Frontier. Frontier has investigated the above statements and offers the following response:
Frontier has made several attempts to contact Ms. regarding this issue and was unsuccessful.
Frontier mailed a letter to Ms. to provide the direct contact information for a Frontier representative.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. may have experienced as a result of the above matter.
Frontier Specialist: Linda Department: Consumer Relations
On Tuesday, October 1st our internet went out. I called Wednesday and was told that a technician would be out Friday between 8 and Noon. My husband took off work so he could wait for the technician. No one showed. I called and they told me my appt was for 10/21 and that it was never scheduled for the 4th. I know what the rep told us. At this point, I was upset and asked that someone come out immediately. I was told they would escalate it and someone would be out Monday or Tuesday between 8 and Noon. Again no one showed. I called and was told that it was impossible that they could have scheduled me for that since they aren't allowing escalations. Again, why would the rep tell me that then? I then asked to disconnect. I was told they wouldn't credit me unless I get the service fixed first...so I could disconnect as soon as the 25th or get it fixed on 21st and receive credit. OK, I thought I better get it fixed...even though 3 weeks for resolution is absolutely ridiculous! Today no one showed. I got a text message from frontier telling me they are aware of an outage and don't have an estimated time for it to be fixed. I tried chatting online but the chat feature isn't working. I don't have time to call right now. I just want my service disconnected and a full months credit!
Frontier Communications
Thank you for referring the complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. advises that her internet stopped working and called Frontier on October 2, 2019 and was advised that a technician would be out on Friday, so her husband took the day off and no one showed up. Ms. advises that she called Frontier back and was told that her appointment was for October 21, 2019 and that it was never scheduled for an earlier date. Ms. asked if a technician could be out sooner and was advised that it would be escalated and someone would be out on Monday or Tuesday and again no one showed up. Ms. advises that she wanted to disconnect her service and was advised that she wouldn’t get credit until it was fixed and that she could disconnect on the 25th or wait until the 21st and receive credit. Ms. then received a text message from Frontier telling her that there is an outage in her area and do not have an estimated date for it to be fixed. Ms. advises that she wants her service disconnected and a full month’s credit. Frontier has investigated the above statements and offers the following response:
Frontier investigated and advises that a repair ticket was placed on October 2, 2019 and dated for October 11, 2019 then it was dated out to October 21, 2019 due to a freeze in her area.
Frontier advises Ms.’s service was fixed on October 24, 2019 with no access and a modem was left on the porch.
Frontier advises that an order was placed to cancel Ms.’s service and credit has been applied to her account and now has a zero balance.
Frontier advises that Ms. has direct contact information if she should need anything further.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. may have experienced as a result of the above matter.
I have went an entire month with no service at my home because according to the technician a neighbor has sliced the phone line to many times with his farm equipment that new line had to be ran in that section which I was advised from the last technician is only 15 to 50 feet of line needing to be ran. Half the time I call I get someone very rude that can not answer my question and half the time I get a new trouble ticket started only for a technician to call me and tell me it looks like the contracted company should be there today but no one ever comes. Today I have been busy asked my husband to call and they refused to talk to him because they said he is not on the account which is a lie I added him over a year ago. I wanted answered exactly what day they are coming to fix this line because I have a family living in this remote area with no cell service I rely on this phone for 911 services and to contact our employer if an emergency should arise and I have been with out most of the summer and now for an entire month straight. This leaves me and my children in danger and I do not appreciate the rudeness of the company when all I want is simple answers. Is a date set to repair? If so what day? I have already been advised they will credit my account which also has not been done at this current time.
Frontier has investigated the above statements and offers the following response:
· A Frontier technician was dispatched to Mrs.’s location on October 15, 2019 and repairs to restore service.
· Frontier applied an adjustment to Mrs.’s account for time out of service in the amount of $15.00
· Frontier encourages Mrs. to contact phone repair at when she is experiencing issues with the service. Frontier relies on trouble ticket cause, fault and tech note to determined justification of credit as well as confirming start and end dates.
We regret any inconvenience that Mrs. may have experienced as a result of the above matter.