Frontier Communications

We have been with Frontier for over 2 years. I am shareholder too of a company and I regret I invested in a company whose employees only cheat and deceive their loyal customers.

On 7/26/2019, based on a flyer which said they were offering $34.99 for 500/500mbps service , I decided to contact Frontier customer service thru chat on their web site. Stephannie Jam was the rep on the other side and after some chat ( log preserved ) , she agreed for a pricing of $50 for at least 12 months on a 500/500 mbps service. It was confirmed multiple times with her on chat and with a subsequent followup chat with Nilgem on 7/29/2019 9 (Chat log preserved as evidence). Sept 2019 Bill and was charged 51.66 was prorated ( to reflect changes) but some how my October 2019 Bill jumped to 94.99.

Frontier was contacted 9/12/19 on phone this time to correct the charges based on their promise but was told that the Stephannie and Nilgem ( Chat reps) may have not given you the correct information and that promo was only for a month.

Frustrated, I asked her how to bring my bill back to $50 as I don't want to pay more. She suggested downgrade back to 150/150 ( Cost $50) and send the router back ( will help save $10 ). The order no. is ***. I sent the router back in a box which was shipped from them. *** tracking for return is *** I was even issued a refund of $25 as a courtesy for mishandling the case by previous 2 chat reps.

Today, 10/14/2019 my latest bill has come. The new bill is $84.99 ( for 150/150) plus Router charge of $10 = $94.99 instead of $50 which was promised by representative over the phone on 9/12/2019. Now the service has been downgraded and with no change in my billing.

Needless to say , I contacted Frontier again today ( 10/14/2019) and got the exactly same replay, that I have been misled by the previous representative and the charges for 150/150 are $84.99. It was enough for me to put the phone down and file a formal complaint.

Deceiving customers and committing false promises has become a culture for Frontier Communications. I hope some higher up is reading this and will try to resolve the issues.

OVER CHARGED---told my bill would be $27.99 as advertised- on there add---then told4 47.99 THEN- $42.00. PER MONTH-MY BILL IS $106.48--I did not get VOICE- I did not want-told it went with it! I have BASIC talk and my own phone service! I was charged for a service I could do--my self---plug in the wall! CHARGED xtra $75.00-SERVICE CHG. TAXED--FEDERAL/PRIMARY XTRA $10.17/FEDERAL/FEDERAL RECOVERY TAX/SRCHARGE .THEN MICHIGAN TAX-state/lifetime/state telecom/Clinton county tax-relay surcharges/operational surcharges/e911 surcharge/sales tax==== $36.04 XTRA TAX---I'm am a senior citizen on a fixed income---and this is terrible to find out, my bill per month for the next 3-moths is this! This company/employees lied too me--I CALLED TWICE TO NO AVAIL! I been scam

I called Frontier to set up internet connection. The technician never showed up on the install date but their online system said they connected services. So they began charging me. I called again, scheduled another install date only for them never to show. Over the next month and a half I continued to call, only to receive the run around. I then canceled services, even though I never received any services, and they are STILL charging me money for services I never received. I have now called twice to have them dismiss the charges, and I get the same response and excuses. There is some scam going on, I do not know how a company can be so careless and wreck less.

Frontier came out to re run our phone line. Without letting township mark lines for digging. Used a ditch witch to run a line that resulted in them cutting our septic line and not notifying us. Which led to a back up a few days later that resulted in flooding and damage and also the health risk with 3 children in the house all under 3 do to exposure to human waste. Customer services transferred us to tech support who could not help. When tech support tried to reach customer services they hung up. Which has resulted us in having to pay for 2 hotel rooms out of pocket. Do to negligence and inappropriate conduct of a business.

When I set up service with frontier (because I had NO other options), I was offered two different packages: Wired internet for $20/month, Wireless for $30. When the guy showed up to install, he informed me that all of the routers are wireless, and the $10 extra a month charge is just a scam they pull on everyone to get more money. The delivery and installation rep was the only person with Frontier who told me the truth about ANYTHING.

I called to get the $20/month service instead like I had originally been offered. Surprise surprise, it's not available anymore. Oh well, I say, I can live with 1mb internet for $30 because I don't use it for many things. Well 18 months later I decide to move houses. Frontier tells me I can't cancel my service because I had a two year contract (NEVER mentioned in the installation process). Oh well, I say, I can downgrade to vacation hold (no services at all going to my house) for $10 a month to run out my contract.

Two years after the original installation date, by which time I'm long gone from that house and have just been paying on a null account to "expire the contract", I call to cancel. The rep tells me "there never was a two-year contract, we don't do contracts." So I cancel. For some reason, this call takes 45+ minutes (mostly dead air where nothing is being said or done, or I'm just on a bizzarely mismatched hold) after which time I'm told my services are disconnected and my account closed. I can't believe I was lied to and wasted so much money on this company, but at least it's over, right?

Wrong. A month later, they send me my next bill. So now I'm charged for the month I canceled AND the month after, totaling $19.98 (no services vacation hold). I call and the rep says she's going to get someone else on the line. LIE. She transfers me and I have to start all over. I tell the next rep the story, and he says "you're in the wrong department, I'll transfer you." LIE. The next rep starts with "products and services, you called at a great time because we have..." I interjected and replied that I'm not looking for ANY products or services, I should have cancelled them all. The rep then says to me the $19.98 charge is a "cancellation fee" (like I can't see the itemized bill where it says $9.99 per month for 2 months of service) LIE. I, finally starting to catch on to what must be the methods they use to train people, where they just inform them to MAKE UP literally everything and lie their teeth out for more money, call her on this and I've finally had enough. She says "so you want to dispute the charges?" And I said "Absolutely." After much more silent time where she was apparently "escalating the case" she says I'll get a call back from their review board in an hour and they'll let me know how they responded to the dispute and if I still don't like it I can take it up with IT who apparently handles those types of complaints?

Surprise surprise, I never got a call back. I doubt anything was escalated or reported in any way, and they'll bill me again next month as usual. I cannot believe this is a real business. I cannot believe they are allowed to monopolize internet deadzones (MANY places where frontier is the only available service) and take advantage of good, honest people this way. Shame on them.

I have been a loyal customer of Frontier Communications for nearly two decades. Since the company acquired *** Telecommunications and became my regional telecommunications service provider. Recently their service has become extremely poor and undependable, with frequent outages. Which left me on multiple occasions with no phone service for several days (which is unacceptable for me as I am a senior, living alone, with a history of a heart attack) and with choice but to find another telephone service provider.

At the time of my cancellation (10/01), I only had basic long-distance telephone service through Frontier at the monthly cost of $83.87. As of September, my bill was paid in full.

Yesterday I received quite a surprise in the mail when I received a bill from Frontier Communication showing me owing a balance of $244.92. This was quite literally shocking and distressing as I have always been one to keep my debts paid, using the means of my limited fixed income. Upon further inspection, I realized the largest portion of the bill was for a "termination fee" in the sum of $200.00. I was dumbfounded as I knew nothing about such a fee and I didn't have Satelite TV or Internet services through Frontier Communication, long-distance phone service only.

In this complaint, I am formally disputing this ($200 "termination" fee) charge as fraudulent. After calling customer service today 10/12/19 and requesting a written/signed copy or a taped conversation of my authorizing this so-called contract which they refused to provide.

I wait to make it known, that I did not, and have not, agreed to such terms or agree to this $200 "termination fee" and I want this fraudulent charge dropped from my account immediately.

It was in fact, Frontiers Communications' poor and unreliable service tha left me with no choice, but to find a more reliable phone service. More specifically, multiple phone outages that put my safety and well being in jeopardy, due to their faulty equipment which left me no way to call for emergency service during outages for days and extremely poor and hard to contact customer service. This is what ultimately led to my changing service providers after 18 years of service and I shouldn't be punished any further for their actions. a more reliable phone service

I disconnected service on 9-23-19 with a confirmation number, etc the customer service agent said we only owed $9.99 to discontinue service mid-billing period & asked for our new address to send the bill. Fast-forward to 10-12-19 we received a full months bill plus $10 saying it was past due! I called the representative said it was because the bill forward a month, which is when I asked about the first months payment of $167 + she got combative saying I was yelling at her and being disrespectful - mind you, I have 3 babies under the age of 6 - most call times are over 1 hour to even get an agent on the line, that most of the time our service didn’t work... I was not being disrespectful, just seeking clarification on a bill that the previous agent told me would be $9.99

I revised my cable, phone and Internet services with Frontier Communications on August 6, 2019. After several phone calls to credit my account and fulfill my request for a box to return their equipment. I finally received the box to return the materials. I returned the maters to Frontier on 8/24/2019. I have a picture of my receipt with the tracking numbers. Frontier sent an email stating they received the equipment. My October 10, 2019 billing statement has a charge for 100.00 for returneed equipment. I called on 11/11/209, I was told they couldn't see my account, but she could see my account was marked equipment returned. I called again on 10/12/19, the customer service representative said Frontier has possession of the equipment. She said she marked the 100.00 dollars as a dispute. Frontier has their property, and I was charged a fee. They have not credited my account for 100.00 dollars when they have the materials in their possession. My account needs to be adjusted.

February 17, 2016 the phone and Internet was connected. Tech knocked on the door and shoved a box into my hands and said that the instructions were in the box and left. I was standing in shock because he was to hook the router up. I ended with my sister in law hooking it up. The service has been sporadic at best since then. I have called and complained numerous times and a tech was supposed to come and the morning of the appointment I received a call from the tech and asked if I was having any problems and answered that the Internet was connecting okay at that time and was told that the tech would not be out. I asked if there would be any follow up calls and assured there would be and never received any checks. This time a tech came and said that the router was bad and replaced it with the same kind of router as I already had. I am still unable to access the Internet. Brenda called me today and set up another tech to come on Monday the 14th. Told me she didn't know anything about router F2250 and that 6 is the fastest speed for my area because of the density of the area (seems to me that would increase the need for speed increases). I am so discussed with the service I am ready to go to *** or some other provider. My sister in law has a 24 mg bonded service in *** WV so I know other options exist. I feel I have wasted my money for the last three years!

The copper land line phone stopped working. After I determined the problem was not in my home, the service tech failed to show twice and then when he came it was not at the assigned time. Fortunately I was home. I had to call back to have the work completed and again the tech did not come at the assigned time. I was then billed to add in home line protection which I did not order. I had called to request credit for the 2 weeks I was without phone service. Finally, the bill was corrected. Again this month in home line protection was added to my bill. I called to get a credit which is pending. I wanted to cancel my service and get credit for the rest of the month but was told they do not credit billed service so I will wait and cancel at the end of the billing cycle. I tried to speak to a supervisor to no avail. I have had phone service through *** that was bought by Frontier for over 20 years and I had not had an issue but when you do have a problem, Frontier provided terrible service.

I moved into a new home on Friday, 6/21/19. Prior to moving I contacted Frontier to learn what I needed to do to ensure that I would have internet service at my new house. I was told at that time that I just needed to unplug my router and bring it with me. I did just that and when I didn’t have service at my new location I contacted Frontier for assistance. After over 3 hours, collectively, on the phone with this company I was told that, while no technician was needed for my service, I could not have service until Monday 6/24/19. At that time my husband contacted *** who advised that once we picked up the router we would have service in about 30 minutes. Based on that we decided to switch.
On 6/22/19 my husband contacted Frontier Communications to cancel our service. After another significant amount of time on the phone we were told that the service was CANCELLED. In July we received a bill. YET AGAIN we called Frontier and cancelled the service. We were told it was cancelled and our confirmation number was 59880492.
We then received ANOTHER BILL on 9/23/19. My husband called Frontier on 9/26/19, for the fourth time and spoke to a man named Juwan at 5:00pm EST. My husband was told by Juwan that he contacted billing and it was being taken care of. He told us he couldn’t give us a confirmation number but we were all set.

We have now received a letter from *** of Connecticut demanding payment in the amount of $49.70 after we have been told numerous times our account is cancelled with a zero balance.

I ordered internet service from Frontier. I was told that if I get a house phone the bill would be cheaper but it was higher. When I called to talk to them they lied all the way. I was told I just ordered phone service and three days later I ordered internet service and I did did not do that. I was told free installation, but was charged for it. Now they are not willing to work with me on the bill.

Our bill has been slowly going up over the past year or so. We used to pay 39.99 a month. Then they added a 3.99 fee and taxes. Fine. Doable. Then they added 10$. And now again they have added 10$. My grandma, who lives up the road, is still paying the 39.99 (plus 3.99 taxes and fees) Our neighbors are still paying the 39.99 (plus 3.99 taxes and fees.) We have no t.v. or home phone. We should NOT be paying 60 a month for internet only. And internet that does not even work very well! We're paying for the fastest, but getting less than the slowest!
The second time we called because it went it up 10$. they lowered it to 45 a month. Plus the 3.99 fees. This was back in May, June, or July of 2019 (I forget exactly) This most recent up-charge they said was because it was an outdated payment plan. It's only been less than 6 months.

I had internet service installed and it never worked, so I canceled service. Frontier is charging me for a month of service that I never received. I have called multiple times to make adjustments to my bill, and they have never offered to adjust the month of service they are charging me for that I never received.

I discovered that internet service at my mother's house (she had recently passed away) was not working on Aug 10, 2019. I called Frontier support on Aug 11 and they said they would have to have a technician come out but next available was 2 weeks out, and I would not be there that long. So when I was coming back up, I called to set up the technician visit which was for 8-12 Oct 3. At 8AM I got a call from the technician who addressed me by the wrong name. So he had a different address and name, but my contact info. I told him a technician was supposed to come to my address that day, and he said he would look into the order issue and get back to me. He didn't, and didn't return any messages. So hours after he was supposed to show up I called Frontier tech support. After a long time on the phone, they found my trouble ticket had been entered under another account, and they had to create a new ticket with the correct account. Then they said they couldn't come out for 4 days. I told them I had an appt that day and they needed to honor it since it was their fault, and I had traveled all the way from Atlanta to West Virginia to be there for the technician. Didn't matter, the support person said they explained all that to the dispatcher and they couldn't move me upon the schedule, but would put me on the list if there was a cancellation or a technician was finished early on another ticket. A technician did show up the next way with no notice. He fixed the issue without getting out of the truck since he said my service had been turned off at the central switch downtown and he just had to tell them to turn it on. Why technical support could not tell it had been turned off, and why a technician is the only person who can do this makes no sense.

When I called to get credit for the outage, I was told they could only give me credit for when the service was confirmed to be out, which was starting on Aug 11 when I called in. I had last been at the house on April 13 at which time the service was working. It was not working the night of Aug 10 when I got back to the house. I asked to speak to a supervisor, and was told they would pull in technical support who could tell us when the service actually when out. When that person came on, they said the could not confirm that the service went out on any particular date. Then the customer service supervisor came on and said they could see the same thing the technical support person could, and that my service was connected on August 10 but not afterwards and insisted that I was not owed anything prior to Aug 11. The odds that it failed the same day I arrived and had worked before that for the previous 4 months are very small. Add to that the fact that my reservation a technician was not honored, and the time I spent sorting all this out, I think I am owed more than from Aug 11 until it was confirmed fixed on Oct 7.

And Frontier technical support needs to honor their appointments. They made the error on the original trouble ticket, so if they had to pay someone overtime to fix my problem on the date it was promised, they needed to have done that. Or done it at my convenience, not theirs.

I had called in June/July to discuss renewing my contract with Frontier. The customer service rep sold me on the price and service under $230 a month. I agreed, was sent new equipment and noticed a change in service. I called, was told by a technician that the customer service rep messed my lines up and sent me equipment I didn’t Need. I was charged on my bill and to call back to get a refund. I called up the office of the president, was assured I’d be refunded my 10$ and my service returned to normal. The problem is my voice mail no longer works, have tried to contact frontier and told me I have to dial a separate number to access voicemail and I am to the point my service and the frustration is building. Since I renewed, my bill is far higher, haven’t gotten an email or follow up, and my voicemail number I still haven’t received. This is not okay. I still don’t know if I’m under contract or month to month.

I have been a loyal customer with frontier for 4 years, almost 5 now. I have had internet and phone with them the duration. My service has been shotty at times, but Ive stuck with them mainly in my rural location, I don't have choice for internet service, short of overly priced satellite internet. I talked to them a few months back to add a second internet line, had am order number, price quote, all I needed was to give them the go ahead but I told them I wanted to hold off for financial reasons. Nothing was set in stone, no contract was violated. Keep in mind since I have had it installed I have paid for 6 mbps internet, but do to location I get somewhere between 1.5-3.5 mbps depending on the weather and active devices connected. I am fine with this speed. Recently, we've gotten a bigger home and my husband started a side business so he is required to have that sole line of internet to himself. I have 3 children and when he has his business to attend to we have to all disconnect and we are a streaming only family. Roku's, Netflix, etc. So we need that second line now. Wednesday, October 9th, I called Frontier and set up my appointment to have my second line installed. It was set for today Friday, October 11th from 8 am to 5 pm appointment window. I was given my added monthly charge, the amount of the service charge, etc. I got home yesterday Thursday October 10th and had a message saying my appointment was cancelled. I called to see why. I was told that I only had a max speed of 500kbps so they wouldn't give me my second line. I continuously ram speed tests and tried to explain to the customer service agent that their speed wasnt correct and that if they didnt believe me to send a technician out to verify, which she very rudely refused. They told me they no longer would start NEW accounts in this area due to slow speed, even though I get 6x faster speed and always have than what they were telling me I have. I also informed them that no matter what if I want to pay for bad Internet than that should be my choice not theirs. I am used to paying for a certain speed and receiving half, and I was expecting to continue to do so when adding my second line. I need a second internet connection and they arw my only choice. I asked to speak to someone higher up, she refused but assured me they would contact me in 24hrs. No one has. All I want is to have my second line. I think that if I want to pay for a certain speed and get something slower than thats my choice. I also think that they should have to come out and test my speed before they deny me. As Ive said, Ive been a loyal customer. I don't see why its an issue, but it is for them and was handled poorly.

We are a military family with limited income (Frontier does NOT appreciate military families because we are busy and ignorant to scams, we trust others and fight for others, so they take advantage of our kindness), one child with high medical needs. I have had the services of telephone, internet and TV with *** for decades, Frontier came along and we inherited the biggest utility scam company, with no "customer service, heart, or regards for humanity." I have been fighting with Frontier for yrs. because they continue to sell me services that do NOT exist, that they can NOT provide me with, cannot keep service working (telephone has static/drops calls/can’t hear anyone on the other side, internet on weekends does not work and it is very slow, cable does NOT function right, in fact, right now their own technicians could not fix all the services for several months, instead put me to fix it myself, threating me to charge me for someone to come to my home and I could not afford it, so I have been spending numerous hours with escalation department and it still does NOT work, in fact, now it is completely down. I reported it several weeks ago, one of its tech told me that he had no way to troubleshoot or fix it), and sell services that do NOT exist (I was sold internet speed several years ago faster than what my computer says it is, they sold me 200/200 Mega connection, have been paying for years, and right after my last contract ran out on April 2019, I started earlier in February, then March to renegotiate the special the offer for $99 for all 3 services, just like *** offers in my area and Wow, and Frontier would NOT match their price, instead they started to charge me almost $300 per month, I immediately started to contact them, spent hrs. trying to fix my bill in the Home Corporate office, they told me they could NOT offer me anything less, so I said I am leaving and going to complaint about the FCC, they told that they didn’t care, the price was that. We are on a fixed income, and could only afford between $100 - $120 + tax, they came up with only $165 for the package, and told them to keep at that price and that I would have to find another company, they begged me not to leave, but instead of $165, they continued to charge my account huge amounts of money and penalties because they are overstating the prices of the bundle, where I cannot pay it and the bill will NOT go down, they disconnect it every so often and charge me for it, because I don’t pay the huge bill, no on fixes it because it is the idea to enlarge the bill so I can NOT catch up with it and Frontier continues to do it, it has been several months. If they can just fix the services, exchange their faulty equipment to upgrade the internet so it works (each time they go up in speed the older equipment and clients stop having service so they can strangle us with higher prices), charge me the $99 + tax for the service and absolutely do NOT lie about the total amount each month, refund me all the excess amounts I have had to pay for months, and stop disconnecting the services as they are right now (to charge for connections and penalties) like my phone to call 911 in case my child needs urgent care -- I would give them the opportunity to fix the issue today, but only if they put it in writing, and make a contract to keep the price the same for 12 or 24 months. "This is the worst company to do business with, and the worst customer services I have ever received."

I had inquired about receiving internet service from them. I chose to do a self installation which saved $75 and the technician recommended that I not pay for him to do it because it is so simple. It was a week before a modem was received because they do not ship it until a technician has been to the residence. I decided I did not want their services because I had been advised by others that it was extremely slow and poor connections. I called and cancelled it without ever hooking anything up. The service was not activated. Upon receiving a bill from them for a month of service, I called to have it credited. I have had to call multiple times because I keep receiving statements after the customer support person has told me that they have taken care of the credit and I should not receive another bill. Today, I was told that the credit has been denied because I didn't call for 2 days after receiving the modem even though nothing was ever hooked up. This is ridiculous!!!!! Additionally, when I originally spoke with them, I told them that I had a frontier modem from years ago but they insisted that I had to rent a specific model from them for $7/month. It was the exact same model that I had. Also, when I cancelled the service, they told me to throw the modem away and that they did not want it back. Yet, I was going to be charged $7/month for a piece of junk. I find this to be a disservice to the customer.

I had cable, internet and phone with froniter effective 1/3/19. since that date I've been making on time payments until July due to unemployment. I however made a partial payment in July and August. Within the month of August I reached out to a customer service representative and explained to her my situation and to see if there is a way to keep service and make a payment in the month of September. The representative gave me an option to pay $72, however I was unable to pay it at the time and I was told I was going to receive and extension.
Fast forward to 9/6/19 I called to make a payment and at the time I was told that my bill was $609.00. I requested to have a breakdown and then put in a dispute (via Frontier rep).
A week later I called to find out the status of the dispute and to make a payment. I was told there was not a dispute on my behalf and a representative went ahead and put in another dispute.
I was then transferred to restore service. I was told service will be restored by 10//7/19, however that was not the case. I called in on 10/8/19 to find out the my account was closed and now I have to pay $382+ 475 to have service restore.
I asked why was my account closed? why was I told I would have service restored and received and order number? the supervisor did not have an answer to my questions and basically told me he can not help me further unless I make a payment. the supervisor (Alex) also refused to transfer me to his supervisor.

I am at a lost right now. I was expecting service because I need the internet for my new job and not sure what is going on with my account.
I do not agree to the charges and would like to get to the bottom of this so that I can get my assignments done in a timely matter.