Frontier Communications

I do not even know where to start. I am so tired of trying to resolve this really very small matter. The customer service at Frontier is actually making me long for the miss my relationship with Comcast.

I purchased the wifi extender kit (dual pack), with the promise that I could return it within 30 days if it did not work. It did not work. I called within days to get return instructions. As usual, I chatted with and spoke with several different people, always being referred to another department. Eventually I was promised a return kit. It didn't come. Called back again a week or so later. Again, after many transfer, was promised a kit. Never came. I called in and told whomever to make notes on the account that I would no longer try to resolve this. They have made several broken promises. May time is valuable, as is Frontier's. Couldn't help myself, so a month or so later I mailed a letter to the corporate office. Never received a response, but did get a return label (UPS) in my email. So, I shipped the package. Package delivered 09/19/2019. Waited another week or so to see if credit (including late fees) had been made to my account. Nope. Then called the primary number. Went through entire story again. Was promised by Cheryl () that she would handle. She asked me to call back the following week and leave a message to remind her to see that this was handled. I left her that message on 10/9/2019. I also called back an agent that had eventually left me a message from corporate to confirm that I had received the return label. Told her I had and that Frontier received the item on 09/19/2019. She promised me that this would be taken care of. Now, two weeks later, still no credit or response. In addition, I am sure that they will now refuse to give me the $100 *** gift card incentive promised after three full months of service. Or will be hard as hell to get.

Beware, run, run from this company. And to think that I paid an early termination fee to *** to join Frontier. As a matter of principal I plan to sue them in small claims court for harassment and breach of contract. I am so tired of companies like this.

I initiated service with Frontier Communications on September 10, 2019 which from "Day One" was never connected completely with internet service and poor phone connection . I was out of service twice, one of those times 5 days until a technician could be sent to so call restore service. It never happened never feasible from the beginning, which was misleading because sales Rep Eric never told me of the problems Frontier was having to provide full service. If I would have been given knowledgeable information to make a decision, I would not have made the choice to request service from Frontier. I never had beyond 3megabyetes of internet speed. What they were able to offer was below substandard not adequate. I was even given an existing phone number that was still registered under a previous customer that had not purged from the system, so they kept identifying me when I called with that person and their account, it took a week for them to adjust that problem, mind you while the other isuues still were a problem I wasn't receiving proper internet and telephone service without interference, calls dropping, calls having screeching feedback and internet service that kept stopping, even losing important data, very annoying and frustrating in fact daily it got worst. I was billed $112.23 which after speaking with Theresa would show on my final bill, which I totally dispute and disagree. Theresa from West Virginia Call center placed my dispute with Frontier back office?, I question the verbiage. After she submitted my complaint she was unable to provide a case number, she stated she back out of the dispute twice but she said a case number was never generated but that I could be assured the dispute/complaint was duly noted on my account. I asked if she could send me a fax of the disputed complaint, she said she couldn't due to confidentiality, but she could send me an email. I don't comprehend that company policy fully, and I don't expect too given the communication problems I've experienced with their Reps . I requested that she please read the dispute back to me that she was submitting and if she could email me a copy . She complied and read it back and said she would forward the dispute by email, but I did not receive an email of the dispute. I called back immediately and of course got another representative by the name of Leantra. She said they don't send out disputes filed by the customer. I'm not surprised of the two different responses, misleading statement have been their rule of thumb, but, Leantra was going to see if she could provide me with a case number. It's this back and forth antics and non professional communication of not conveying the facts to the customer when trying resolve issues that forced me to cancel my service (I was completely fed up with the inconveniences, poor service, and lack of factual communication). Leantra eventually was able to find and provide a case number. I was relieved that I could at least trace my dispute. To sum it up the service was totally unacceptable, unsatisfactory and they were unable to deliver proper service, entirely too many days without a decent and proper connection.

Frontier internet routinely cuts out when it rains and though we are promised high speed internet we barely get rates above 100kb/s. We currently have no internet again and upon calling multiple times continue to get hung up on. One call the Frontier representative promised to call back if we were disconnected. 45min nothing. This is a monopoly.

My phone services and DSL service was originally with *** communication but I switched my phone, internet and TV services over to optimum on Sept 9th 2019. My phone is now with both optimum and *** tried reaching to *** several times to cancel phone and internet but they don't want to cancel my service.

Frontier sent me an email telling me that I was now able to get better internet service at my home. I have been with them for many years and had voice phone and DSL. I called about the upgrade and they confirmed I was able to get the service at my address. I agreed to the new service and set an install appointment. The service was going to bring my current plan from a 3mb/sec data rate to 12mb/sec data rate. On the day of the install, I took work off to be there. The local service technician called me and informed me that Frontier made a mistake and that the service is not available at my address and that he was not coming to complete an install.

I contacted Frontier multiple times, spending more than 4 hours on the phone to resolve the issue of being billed for service I did not receive and trying to reinstate my previous service. Frontier was unwilling to reinstate my previous service. I was told that I had a grandfather plan they no longer offer and that I violated my contract by responding to their add and attempting to upgrade. Mind you, I never had a service change at the time of call. One representative said she would call me back with a resolution, but never did. Another rep in the retention department tried to adjust my bill so it was close to the same as before, but downgraded my service to do so. My bill increased by $50 a month (a 54% increase) and I was downgraded from a 3mb plan to a 1 mb plan which basically equates to no service. They also added a $10 a month fee for the wifi router I have had for 6 years and had never had a fee for. To add to the issue, I was told to not pay my bill until I had received credits for the service call I was charged for. Then, they charged me a late fee and would not remove it.

On the final call, the CS Rep told me that they do this a lot. They get people on grandfathered plans to agree to an upgrade, even when they can't, and then raise their price for service with no remedy to return to the old service plan. This is theft.

on October 11th 2019 I called about my service since my contract with them was up. The rep told me that I was grandfathered in my new price would be $136 plus tax plus the rep told me she was giving me faster internet and was waiving the fee of $75 which I did not want but since she said it would cost me nothing I accepted that offer. Now my bill comes and they want $253.57 which includes that $75 that was suppose to be waived. When I called on October 13th about this bill that came I called to see why its so high and why the $75 wasn't waived like the rep told me. Now they are saying that they have no record of this and no one will help me. I been calling several times a day and every rep I speak to says they must transfer me to another rep and this just continues and I get no where after hours a day, After a few days of this I cancelled my service and still trying to get my bill corrected . My account number is ***-5. There customer service in accounting is terrible and they do not assist just transfer my calls around.

We had a storm which the lightning knocked out our phone (landline) and it has been a month and half and still nothing has been done. The schedule a time to come look only to cancel everytime the day comes. This is our only phone and the simply don't care. Technicians are seen sitting in there service vehicles in gas stations etc to avoid doing their job. When doing a live Chat I spoke to a Axel and he acted like we never called with outage, I then followed with I have a ticket number and suddenly he found that there was a ticket. I told him I was reporting Frontier to the FCC and Revdex.com and he said why haven't you already? REALLY this is customer service. They need to get a competitor to put these people out of business. Terrible service. so 1 1/2 months later still no service for phone or internet!

On August 24, 2019 our home phone service was not operational. I called Frontier and told them our phone said "Check Line". Upon checking I was told it was on their end and no one could come out until 9-9-2019. A repair was made to the underground wire. On 9-26-2019 it went out again. I was told that it could not be fixed until 10-14-2019. No one came. I received a text on my cell phone at 5:36 pm that due to circumstances they could not come out until 10-29-2019. I explained each time that Frontier is our only contact available. Cell phones do not work in our area . It took from 5:36pm on Oct 14th to 11:30 am on 10-15 for the text message to even appear on our cell phone. *** has a pace maker which works through the Frontier line. He also has Dementia. I have NO WAY of getting help in an emergency.. I was told today again that there was nothing they could do.

Frontier sales reps. will promise on thing on the phone, in this case "waived installation fees" and they will indeed not be waived on you billing statement. Once this has happened, their customer service will refuse to refund these fees. All of their calls are recorded, all they have to do is listen. They're scamming people like this and driving up their fake new customer sign up numbers.

We have had ongoing issues with our internet service. Currently we are without service for over 2 weeks as is our neighbor. We are still being billed for the service. We have called multiple times, we have been given a "ticket" for the complaint. We are still without internet. We have had issues with their service for as long as we have had them, but in our area there is no other internet provider. In addition, we have a phone/internet bundle. We do not use our landline phone but when we tried to opt out of the bundle we were told that if we don't use the phone with the internet, our internet speed would be decreased. This is not ok. Already our "full" speed on a good day is only 1.6-1.9 Mbbs. Our upload speed is much slower. My wife is a nurse practitioner and has to check her charts at home frequently. All of our banking and bill paying is online. Currently we have no way to do any of this with no end in sight. We are not alone in this. Frontier being the only provider in our area feels no sense of urgency in helping us. We have no where to go with this so we are turning to you. We just want the service we are paying a very high price for. Thank you.

Frontiers technician failed to show up and connect service so I cancelled with them. I tried calling them about this the day of instillation but couldn't get help so I went with another company. They still billed me and continue to send bills. I have made contact with them 4 different times and was told every time the balance would be removed and the account would be closed. They still have not done this and I am now getting calls from a collection agency.

I contacted Frontier on March 6, 2019 to request disconnecting my service. I was told that I had to keep it until the 21st of the month before Frontier would agree to disconnect. After some discussion with the representative, she put me on hold and then came back and said "okay, but the first date to disconnect would have to be March 8th," to which I agreed. The service was disconnected as agreed on the 8th, as confirmed by subsequent communications from Frontier. I did not receive another bill from Frontier for another month which showed charges through March 21st. I paid the prorated amount leaving a balance of $116.65, Since that payment I have received five demand letters from Frontier (despite my written dispute of the debt on April 23rd) and weekly postcards attempting to collect the $116.65, in addition to debt collector phone calls. Depite repeated letters (4) to Frontier, disputing the amount owed, no response was forthcoming until October 7th which did confirm service was disconnected on March 8th, but did not address my concerns regarding charges for services never received. Frontier attempts to hide behind their terms of service agreement to bill for a full month and fail to prorate, but in those terms it states "Services will be available through the end of the billing cycle for which you have been billed in advance" in an effort to collect with no proration for earlier disconnect. However, Frontier has admitted on multiple occassions, including the October 7 letter that service was infact terminated on the 8th. Frontier reported the debt to my credit scores, which was removed after disputing it to the reporting agency. Frontier has now turned the collection effort for this $116.65 to a collection agency that calls daily while I am at work. Not only are their actions deceptive, but clearly violate the debt collection practices acts.

I sign up for frontier and the teck .come out to hook it up and said I could never have it here at my location I was to far out so I called them to send back the router and get my money back that I payed on my bill already I have called them four times since then and haven't received anything yet .what can I do?

This company is very disrespectful hanging up on me when trying to cancel my account. Over 40+ wait times just to be hung up on. I’m simply trying to cancel my account and they won’t do it ! Instead they hang up on you as soon as you mention the word “cancellation”

Internet service does not work. Frequent outages on a weekly basis. Technician has told us then equipment in our area is out of date. Send technician out and they don’t always show up. Can not get technicians to come in timely manner to fix the problem. Ongoing problem for many years. If you pull up our records you will see number ours drops in a day. All the while we are still being charged full price for our services.

The internet box they have installed on the road is damaged and whenever they send out a technician they leave without properly fixing the problem to avoid work. When I call into customer service I get transferred several times before being hung up on. They still expect me to pay the internet bill and it hasn't been working for about a month already.

I have had Frontier for Internet for about 4 Months my current internet speed is 25 mbps. They are Charging $44.95 per month. I call to try to cancel my service to go with *** ( $59.99 per month for 150 mbps). I did not have anything against them, but they couldn't offer what I needed. I speak with 2-3 people within the 1st 10 minutes or so of calling. they obviously want me to stay, they didn't have the ability to cancel my service and had to transfer me to another department..... I have now been waiting on hold for over an hour to cancel my service. Because of the way they are handling this cancellation process, I will never use this company again. This company is a joke. It no wonder they have an F Revdex.com rating.
They just want to over charge charge and under deliver, and then try to frustrate you in to staying with them by not being able to cancel your service in a timely manner.

I contacted frontier communications to start Internet service in my name. I opted for self install, because there wI contacted frontier communications to start Internet service in my name. I opted for self install, because there was already service at my address in my roommates name that was cancelled one day prior to my beginning services. I paid a deposit of $76 And was told I would receive my equipment by Friday, Septembeand was told I would receive my equipment by The last Friday of September 2019. That date came and I still did not have my equipment so I called Frontier who told me it would be mailed on October 1 which was almost a week later. Once I finally received my equipment and it was hooked up my Internet service did not work. I spent countless hours on the phone with not only technical support but Customer Service as well trying to figure out why my service was not working. After being flipped around to several different people including five different supervisors and after them trying for over a week they could not figure out what was going on with my account so I requested to cancel services. When I requested to cancel my services I asked if I would be receiving a full refund of my $76 deposit and I was told that it would be back on my card within 5 to 7 business days. 10 business days later I give a call because I have yet to receive the deposit. I was then told I would be receiving the $76 deposit via mail on a prepaid Visa card. I waited to call back after work when I had more time to talk and ask for a supervisor. Upon talking to a supervisor I was told I would not even be receiving my deposit back, because I waited seven days to cancel my services. I explained to the supervisor the reason I waited was because I was giving them a chance to get my services working and I only canceled when they could not do that but that it was theft for them to keep a deposit on a service that was never provided. The issue was never solved and frontier communication is keeping my deposit but never gave me working services. This is absolutely unacceptable. Not only did I receive horrible customer service, but Every person I spoke to on the phone told me something different, and I collectively spent over 12 hours on the phone trying to solve my issues just for nothing to be done.

I have the TV internet bundle from frontier and had been receiving some discounts on equipment during the first year. This month they would start charging me $10 a month for their router, which when I first signed up for the service, the person on the phone guaranteed it could be replaced by my own router and the charge would not be billed. Fast forward to today where I have bought my own router, but their representatives refuse to cancel the $10 router charge. I called twice and requested to speak to a supervisor, but their representatives won't transfer me and say the only way to waive that charge is by buying the router directly from them, which costs $300. I have bought the same exact router they're trying to sell me for just $20 and have been using without any problems for the past month. Selling a low quality router for $300 and not allowing customers to use their own routers is exploitation and should not be a legal practice. When I tell them this is a dishonest practice, they tell me that it is for my own benefit, because if I ever have problems and need to have a technician come to my place to fix it, he won't know how to troubleshoot my router (and bear in mind that they have another charge for $6 every month that is supposed to cover the costs of any technical visits). If I can't solve this issue I'll be moving to another provider because this is unacceptable.

I called Frontier to get new internet service the rep advised they will be out on Thursday October 11, 2019 between 1-5 pm. The tech contacted me to advise they were having issue setting the internet up and if it couldn't be resolved today they will have a rep come out Oct 12 between
8am to12 noon we waiting and waiting no one called or came out so I called customer service and was advised the tech was running late and would be there within 30-45min that time went by no tech no call or anything so I called again to be told it has been reschedule due to them having too many other jobs and now I had to waiting until Oct 15. so at this time I was upset I had taken off 2 days for this and still no internet I asked for a supervisor and was told there was only 1 supervisor and then I was hung up on so I called back ask for a supervisor again and was told one would call me back which as of today still has not. This has been this worst customer service and the most unprofessional