Frontier Communications

No service. I called and made an appointment with frontiers service department to come out. They came on a different day then called and said it was fixed. It was not fixed. They said I would have to schedule another service day to have them come out again on a different date. People have to work and I have already changed my work schedule. They said they could not help me. Who do I need to get ahold of.

Frontier is charging us a $140 cancellation fee. We moved to a new neighborhood in the same town. We tried to continue our service, but Frontier is not available in our new neighborhood. We should not be charged a cancellation fee if the service is not available.

After my husband passed away, I have been trying to downgrade my TV for 3 months now. I donot watch TV, just need internet. The service representatives omit information and then next time you call, because the bill is still outrageously high, they tell you that you should of done this and that, well, how did I suppose to know, if you did not tell me. My last conversation was about my bill still not downgraded. I am told that technician supposed to come to my house and change some connection, that they send me an e-mail about it. Well, they had a wrong e-mail address, I am sure it came back as undelivered, they claim that they still sent a technician to my house. I did not have any communication or an indication that technician even came to my house. They refuse to admit their mistakes and make customers pay for it. Worst service ever.

- Frequent outages - Community wide!
- Customer Service reps consistently give conflicting information when calling about an issue.... every new rep gives a different story.
- Takes over 5 minutes just to find option to speak with a human, then have to hold/wait for call-back for 10-60mins.
- Get hung up on or tossed around the Frontier phone maze.
- Their text services can send notification texts but don't receive responses despite prompts to respond, so must waste an hour of my time just to CALL to close trouble tickets!
- Almost everyone, (including Supervisors) in Customer Service sound like robots... Obviously they are reading from teleprompters and don't care when I am frustrated with their service.
- Want to charge $10 fee to pay bill over the phone or $4 fee for automated service, which is ridiculous, especially when I have been on the phone with them for over an hour.
- Technicians not showing up for scheduled appointments, wasting my entire day. Not calling to let me know they can't make it or to reschedule.
- Never get anywhere near the internet speed I am paying for.
- They aren't interested in compensating for poor service. Even Supervisors say they can't do anything to compensate me for all my time they've wasted and poor services.

0n 9-14- 2019 I spoke with frontier to upgrade internet service. Duringbthe conversation I negotiated a reduced install fee but was told to call back after install to recieve the discounted rate . I spoke patrick from customer retention. I also complained about a recurring charge of 6.50 for unlisted number which I have called 3 times over last 6 months and havent resolved this issue.now customer service claims there is no note of my negotiated price of install fee. I told them to pull up tape of conversation and I was told that takes 30 daya and there was nothing they could do to resolve the fee issue. However they admitted they believed that I was being truthful they still wouldnt refund the install fee

Our land line went dead on 10/19/19. your help line tells me that the soonest that we can get help is 11/4/19. Talk about horrible service. I will expect a credit on my bill for the time that the service was unavailable and I will be going elsewhere for the service as soon as possible

Frontier does not honor the fees they quote for service I was sent a service order and a quote that I read and took a phot of the quote. After receiving my bill it was not what I was quoted. Mysteriously the email quote change not updated but changed. How is that possible that they can change a opened email. They are CORRUPT

After receiving horrible internet service and numerous phone calls to frontier communications, I kept complaining to no avail. Instead of sending a technician out to see the problem, they said a *** mess box would boost the signal for $72.00. Well they sent it to me and still it did nothing to help with the service. When I contacted them and told them it didn’t help, they told me to send the *** mess box back and my account would be credited. They never did so again I called them and now there telling me that it’s past the 30 days and could not get credit on my account. They never bothered to tell me that the box would do nothing for an apartment and was made for a big house to boost the signal. I am appalled and need to get credit on my account for the money I already paid for it. Horrible customer service and every time you call, someone gives you a different story. After several complaints, they finally sent a technician out to fix the problem which was outside and the *** box did nothing.

Frontier over charged me for two years and refuses to give me a credit I pay 425 a month for the worst wyfi anyone’s could possible have I’m
Not able to connect to wyfi In my my home and Frontier
Has charged me money for less service they also charge me for a service that I cannot get in my home they figured that out and still will not refund my money. When I choose not to pay them they shut my services off. I’ve paid $1200 this month to frontier and have zero media service. I spent over four hours one day on the phone trying to get this figured out only to be disconnected and did it all again the next day and still that if she wasn’t dealt with it was just pass the buck. Frontier told me themselves I pay way too much for my Wi-Fi and that I should’ve negotiated a better price with the company when I started. What? I thought everybody paid the same for whatever bundle they got I did not and I did not know that you could negotiate a price on your Internet. If that’s the case I wonder how many people are paying zero at nothing and how many people are paying out the Butt like I am! Please
Help Me with this... Frontier is a really Bad company for our country! Also I did. It chose their service my account was bought out by them. I had to remind them of this when they told me I chose their company so it was my bad

Company upsold me a 24 mbps service indicating speeds would be in high teens/low twenties. Line installed by Frontier Communications will only handle speeds up to 13.9mbps, per their service technician. 24mbps service indicates potential of reaching 24 mbps, which is not possible with the line they installed. - Company should have never sold a service exceeding what can be provided. The should have sold me the 15mbps service.

I cancelled my frontier account in July 2019. They did not cancel immediately and when I called a week later, refused to provide anything in writing. The account was cancelled, they credited some overpayment but then charged an early termination fee so the credit was small. Just today I got a bill of almost $80 threatening collections and there is no indication of what charge is this. Their website wont show any of my prior Bill's either. I have not been able to reach anyone at frontier to discuss this bill.

I've used Frontier for about 3-4 years and can tell you that they offer nothing but headaches and lies. Always on the phone with persistent outages. Then they raised my rates to 50$ a month before my contract was even up. I canceled my service and the gentlemen only told me I would be charged only if I didn't return the equipment. A few weeks later I got hit with a cancellation fee for $91.00 even though I asked if this would happen. It took me filing a complaint on Revdex.com and speaking with the so called President Michelle to find out I was being overcharged for service. But she did nothing for the $91.00 cancellation fee. Avoid this company like the plague that it is.

Worst customer service. Their products dsl doesn't work. Now they need 10 days to send a technician to fix a dsl line. Same line they fixed a month ago. I am out of internet for 10 days. We have a home business

10-18-19
To whom it may concern,

My family has been faithful customers of Frontier Communications telecommunications company in two locations for the last 12 years. After my family and I just made another recent move, we attempted to simply go back to Frontier for our internet and phone services. We initially chose to do a self-install as we had done in the past. This choice was made with the caveat that it was imperative to have service by the date the sales agent noted (a week from the order which was Oct. 17, 2019). I was assured that would indeed be the case. That order number was xxx-xxx (can provide if needed).

However, three days before the anticipated service date I began receiving text messages from Frontier (which I still have record of) that someone needed to be home on a particular date. I was confused by these messages since we had chosen the self-install option. I called a Frontier customer service agent. She clarified that the self-install modem would not actually arrive until two weeks later, but the tech would be serving the exterior line of our residence for service on that date, though she was confused why I was receiving the text message as it was not necessary for someone to be home to service the exterior of the home. This was my first surprise as I had been unequivocal in needing service by the original date.

In any case, she noted that a full install visit by their tech ensures startup on the date of the field visit as they would also physically bring the modem. Additionally, if I would purchase a land line plan for $10 a month, there would be a beak on the full install price. This has not been communicated to me when I first made the order with Frontier.

Thus, as I thought I had been utterly explicit about needing the internet service by Oct. 17, I changed to the full install option, now adding a land line for $10 a month to receive a $35 discount on the full installation fee, but to ensure the needed service by Oct. 17. I again said it was utterly imperative I have service by this date. The customer service agent assured me multiple times that I would have service on this date.

She noted that now the text messages I would be receiving from Frontier would need to be confirmed and someone would need to be home to receive the Frontier technician so *** could do both the external and internal setup necessary for service. I noted I would be sure to respond to those text messages as directed.

On the appointed day, Oct. 17, I received a text message that a field agent had been “dispatched for your appointment.” (My wife had made special arrangements to be home to receive the tech, adjusting her schedule, as I was away at a work conference.) Soon after that message, I received another text message that said “Good news! We are working on your service and hope to finish soon. If work is required at your residence, our tech will be in contact shortly.” And then within a matter of minutes I received another text message that said: “It looks like we’ve missed you for your appointment. We will be in touch shortly to reschedule.” (Again, I still have the full record of these text messages).

I tried to respond to that text message, but to no avail. I immediately forwarded that text message to my wife, who noted she had been at our new home the whole time and heard nothing. She thus attempted to contact Frontier. She ends up spending over an hour on the phone with an incompetent customer service agent and is told they supposedly don’t have any record of a full install. But her told her “don’t worry” because the modem would be arriving at 6:42 pm that night, Oct. 17. It never arrived.

She texted me back the situation. Since we needed the internet that night, as promised by Frontier, and I understood that a phone line set up required a tech presence in the home, I now had to leave my conference (which I was overseeing) to call and figure this mess out.

In what ended up being a 75-minute phone call, I was first told by the customer service agent that our order number xxx-xxx (can provide if needed) was a self-install, but after my protesting and recounting the order change, she scrolled down to find the full install order and payment receipt, no less!

After being put on hold multiple times in an attempt to figure out why the field tech had not serviced our home, she told me she was rebuffed by her floor manager who said he did not want to assist with this issue. She went on to unload on how this manager was making the work environment so difficult that other coworkers were simply walking out, and it was a difficult work environment. I didn’t understand how this was my problem.

I went on to express to her that our situation was completely unacceptable, and I had been assured multiple times that we would have phone and internet service. She continued to try and find a work around, but kept saying she could not remove the “completed” service date on the order as the filed tech had serviced the exterior of the home and the software program she was using considers the order “completed” (even though she can clearly see the order was for a full install and a full install did not happen).

I was put on hold again as she tried other solutions, but to no avail. Finally, she told me there was nothing that could be done, and I would not be receiving service on the day as previously promised. I expressed to her my utter frustration as I had already lost time and money by having to step out of my conference. Now I would be losing again by not receiving service on the day previously promised, as I was returning home that night and needed the service.

I asked to speak with a manager and was put on hold again as she said she would have to physically go to a different higher up manager. She returned and requested I hold for another 10 minutes as that higher up manager was on some kind of conference call and needed 10 minutes to finish. I waited 12 minutes, which brought my phone call with Frontier to 68 minutes. I could not spend any longer on the phone, especially after my wife had already wasted 60 minutes with other incompetent customer service agents.

I said this was utterly unacceptable, unprofessional, and I could not bear to pay for the services of this company. Thus, I requested a complete order cancellation and complete refund and I would be taking my business elsewhere. To her credit, she tried to dissuade me, but with no manager and no reasonable options being presented me (I was offered a mere $25 refund for the missed full install), I finally said I had had enough. Thus, she processed the cancellation and gave me that cancellation confirmation number, xxx-xxx (can provide if needed).

On the next day, I found out that they are the only phone company that services our town, thanks to the FCC. (I find this difficult to understand as we live in the metro area of the Twin Cities, MN). Nonetheless, I have no other option for landline and DSL service. So now I am forced to return to this unprofessional and incompetent company and be subject to their shoddy services.

I called back in yet again to an unsympathetic customer service agent. I had to start a completely whole new order. I again give all my information, tell my story, (for some reason they need my social security number again), and then still I am told the best they can do is a full install in a week because “they are short staffed on field techs.”

As I have no other option, I will have to remain with the unprofessional company for service. I am utterly frustrated with their lack of professionalism, courtesy, and customer care. Time and again I was made to feel that their incompetence and lack of inner company communication was somehow my problem. In fact, one of the customer service reps even caught herself and said, “I realize, that should not be your problem.”

We had been with Frontier for the past 12 years. Perhaps they are under new management, but we noticed a fall in customer service and support when we moved a year ago, and now utter incompetence when we moved again and tried to establish service with them in our new home.

In short, I do not and will not recommend their services, nor do they take care of faithful customers. The moment another landline service is allowed in our area, we will be switching services.

If anyone wishes to communicate with me about this complaint, I would be happy to respond.

I signed back up in June with a promo. I was supposed to get set up 90mbs. When the installer came on June 28 he said they weren't prepared to give me the 90 that day but I would see the change in speed in a couple weeks. A month had passed with slower speed and no communication or information of when I was supposed to get my 90 I was signed up and paying for(at the promo rate though). I called customer service and they only had me listed at the 45 and said I never signed up for the 90mbs. Thank goodness I kept my original order receipt as they were able to pull that up and tell me I was right. They submitted a ticket for me to get the faster speed and said within the month it will be all set and that they would let me know it was done. A month goes by and no word again. Called about another 3-5 times. No one was of help and they kept trying to tell me I needed to pay another $75 for this upgrade because "it is a new upgrade from the speed I already have". I told them I wasn't paying another $75 and the women on the phone said they had waived the fee. So finally in September someone came out to my house to fix the issue they made. A couple weeks went by and I checked my bill and they did not waive the fee as they said they would and I do not plan to pay for something they have been at fault for. I called customer service and they blamed me and told me I was wrong and that it wouldn't get removed. I am disputing this false charge on my credit card. If this problem isn't fixed I will be more than happy to make a bigger issue out of this for providing false information, for trying to scam me and for giving me additional unneeded stress for something that should have never been an issue.

On August 13, 2019, I called Frontier to cancel my service effective immediately because I had started service with another company. The representative stated my service had been cancelled and a box would be mailed to me in 3-5 days to return equipment. However, more than a month went past and I had received a bill for the month I requested cancelled and had received no box to return the equipment. Therefore, I phoned again to find the status in September. I was informed that my service was cancelled September 2, 2019 to justify billing for a month that I didn't have service in my house. A review of Frontier records would show no data usage after August 13, 2019. Further, a box had not be sent to return the equipment. The customer service representative placed a dispute to correct this and the dispute number is ***. I was told I would receive a response within 30 days. Again, no response and no box sent to return equipment. On October 16, 2019, I received a collection notice by mail for $65. So on I phone again to have this matter corrected. I was informed by the representative that it showed I called in a few times but notes had not been made as to why I called and he only saw a September 2, 2019 cancellation of service. He acknowledged that she saw my call on August 13, 2019 but again no notes about the call which was unusual. He filed another dispute because the situation did not add up and submitted my request for a box to be mailed to return the equipment.

Was quoted certain internet speed. In 10days of service advertised speeds have never been reached over a wired connection. Also informed can cancel anytime. When attempt to cancel, I was informed a cancellation fee that was never disclosed prior and can not actually terminate service til end billing cycle (Nov 7th). So I have have been billed twice and a cancellation fee for only 10 days of service that will not actually terminate til billing cycle ends. And also worth mentioning that during these 10days, Already receiving sales calls, so my information that was to be kept private has already been sold.

I have made multiple complaints about Frontier regarding their customer service as well as their random price changes. Last year I had a 2 month long issue that was never truly resolved. I attempted to contact Frontier today and this is after I had already had a pointless internet chat with one of their customer service agents, and I had to call their 800 number 6 different times. I was transferred multiple times to the wrong department and disconnected twice after being told they would transfer me. When I finally got to the retention department, I told them about the terrible customer service I experienced and the lady I spoke with didnt even care that I wanted to disconnect due to both the customer service issue and the changes in my bill. She said "ok you will be disconnected on 11/3". Not once did she even question the customer service issues or apologize for the hour and a half that I had spent trying to get in touch with someone.

I had Telephone & Internet service with frontier for 12 out of the last 14 years. Last January I decided to switch the 2 phone lines to Ooma but kept the internet for $55/ month. I was paying $114 for 2 phone lines and internet back in January. Ooma was charging me $55 for the 2 phone lines and Frontier was charging $55 for the internet so the price was almost the same.
I used Ooma from Feb. Till August this year and decided to switch the phones back to Frontier. In August I called and talked to Amy from Frontier and I explained to her what I want to do and how much I want to pay, she did some calculations and said the best she can do is $124 for internet and 2 phone lines which I had for the last 14 years.
I understood is that my monthly total was $124. Even if she had mentioned that taxes are extra my taxes are usually never more than $10/$15 per month. I agreed but was still worried that when I get my first bill I will have to call back as there is always an inflated bill and when I inquire, they say its taxes, connection fee, setup fee etc... Plus they skip the bill and say it was pro-rated where it becomes very confusing. In Sept I did not receive a bill; on Oct. 7, 2019 I received a bill for $389.89 for 2 months which is around $245 per month?? I was paying $110 per month and now the $124 quoted plus tax became $195??? My first call on Oct. 7 was 39 minutes and a supervisor called Ron said he will look at the order details and get back to me Friday the 11th or Monday the 14th of Oct. He did not call, I called Oct. 16 and was told that Ron was busy (I was on the phone with them for 112 minutes and transferred to 4 different people). Today the 18th, Oct. Ron Called (16 minutes) and said that the charges was agreed by me and he is not able to help me, said I would to complain to the office of the president and the FCC he replied that he is on the committee for the FCC and the president and I won't be able to get anywhere; I asked for a transcript of the order that he looked at and said that he needs a court order. BTW, when I received the bill on Oct 7, I received a notice of past due on Oct 8??? Then on Oct 11 2019, I received a bill for 2 month service for the internet that I had switched in August and I got charged for 2 internet service on the same address. They also said that I did not pay the bill for the last 2 months. I pay around 20 bills a month for the business totaling around $6000 and many of those bills are much higher than the frontier, so I have no problem paying, but I will pay what I signed up for . No one in their right mind that has a month to month service paying $110 would switch to a yearly plan paying 195/month??? This is very abnormal as the phone service and internet that I have is in no way better than what I was getting back in January 2019. I don't appreciate being cheated and having the bait & switch scam played on me. Even though Ron said he is on the FCC and the president's committee I will go ahead and file a complaint and I will also file a small claims lawsuit.
I am sick and tired of the practices Frontier commits every time a consumer asks for service, I feel like we are being robbed
and cheated.

I attempted to cancel my service and I was penalized $1,500. Frontier never disclosed this to me. When I called them, they were aloof and indifferent about fining me that much for canceling subaverage services.