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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I ordered the service last week (cable, phone, and internet). Dish scheduled to come Monday afternoon, as well as phone and internet. Dish arrive in time and was pleasant. Phone and internet never arrived, nor did they call. I called them at 5:20pm and they gave an excuse as to why they couldn't make it but said they'd be out on Tuesday. They did not say why they didnt call to cancel. I called on Tuesday at 11am because they had not called me yet. They gave a totally different excuse as to why they hadn't come yet and said they would try to come today but there was no guarantee. I explained that I would be out of town for the remainder of the week so I needed the service today (1) my children needed access to a phone (2) I was still paying *** because Frontier said not to cancel because I wanted to keep my same number. Now it is 6p on Tuesday. Phone and cable still dis not show or call. And o tip of that, the cable isnt working now either. When I called to conplain about the cable, they told me they had to reschedule phone and internet, but again, no on called me ro tell me that. I had to call them. And they did not say when they have rescheduled for. No one should ever order this service, in fact Frontier should not be allowed to sell service. It should be illegal. They are horrible. Run far and fast away from them.
Prior to cancelling my tv service with Frontier, I spoke to a customer service representative inquiring about the pro-rated cost of my existing bill (because Frontier bills out a month ahead, and I was cancelling my tv 6 days into that billing cycle). At that time, I was given the scenario (by the customer service representative) of moving out of a rented house on the 15th of a month...you would still owe the full rent on the 1st, then would be reimbursed later for the days you were not there. I verified that if I paid the existing bill, I would in fact receive a pro-rated credit on the following bill, and was told that was correct. This was in June. Now, several billing cycles later, I have yet to receive a credit, despite numerous phone calls to Frontier, one even promising that she would push my credit through and it would be posted to my account by the end of the business day. The last person I spoke with is now stating that due to the terms and conditions of the contract, I will not be receiving partial credit for that month. I would have never cancelled my service 6 days into the billing cycle if I was initially given this information. I was misled by 4-5 different customer service representatives stating that I was due the credit, and it was not until the last call I was told otherwise.
Thank you for referring the complaint of *** to our office for review.
The Complaint states that:
Ms. is disputing billing for TV service after removal from account bundle. Frontier has investigated the above statements and offers the following response:
Frontier advises that prior to termination, Ms. was billed (and thus incurred charges) through the end of her billing cycle.
As stated in Frontier’s 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.
Frontier applied a one time courtesy credit that will appear on the next billing statement.
Frontier was unsuccessful in reaching Ms. to review the above.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** has experienced as a result of the above matter.
I have had horrible service from Frontier for over 4 years now, finally my service no longer worked, So went with another company. There was no contract extension or anything. I called their customer service over a month ago, Sept 6 2019 to cancel my service, not only did they ignored my request, they are charging me for "early termination fee" and are continuing to bill me. Calling them does not good. I truly wish this company can resolve this issue and I will not keep paying for services that I no longer have.
Thank you for referring the complaint of Ms. *** to our office for review. We appreciate Ms. for bringing this matter to our attention.
According to the complaint:
Ms. advises she was charged after she terminated Frontier service.
Ms. advises she had no service in August and requested to remove service on September 6, 2019.
Frontier has investigated the above statements and offers the following response:
Frontier applied a credit adjustment for the time out of service to Ms.’s account.
Frontier advises that Ms.’s primary Internet account was terminated on September 13, 2019. Frontier advises Ms.’s secondary Internet account was left in service.
Frontier advises both accounts have been terminated effective back to September 13, 2019.
Frontier communicated the above information via email and provided direct contact information.
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.
ON 8/6/19 I CANCELLED MY FIOS INTERNET SERVICE AS MY HUSBAND SIGNED UP FOR IT IN HIS NAME WITH A NEW PROMOTION THEY SAID I WA NOT ELIGIBLE FOR. MY BILL CYCLE RUNS FROM 7/19-8/18. I NEVER RECEIVED A FINAL BILL, JUST ONE THAT SAID I OWED $56.98. MY REGULAR BILL WAS ONLY $46.99 SO I WAS WAITING FOR A FINAL ONE. I CALLED ABOUT IT ONCE BUT WASN'T GIVEN ANY REAL ANSWERS. ON 10/7 UI RECEIVED A COLLECTION NOTICE FROM AN OUTSIDE AGENCY. I SPENT ALMOST 2 HOURS ON THE PHONE LAST NIGHT WITH FRONTIER ASKING WHY I NEVER GOT A FINAL BILL. AS I USED ONLY 18 DAYS I SHOULD HAVE GOT A 12 DAY PRORATED CREDIT. INSTEAD I WAS BILLED FOR 30 DAYS PLUS A $10 CANCELLATION CHARGE. I DID NOT HAVE A CONTRACT OR EARLY TERMINATION FEE SO SHOULD NOT HAVE BEEN CHARGED. THE REP I SPOKE TO WOULD NOT CREDIT ANYTHING. I NEED THE $9.99 CANCELLATION FEE AND THE $18.79 PRORATED CREDIT OWED ME ISSUED AS WELL AS REMOVING THE COLLECTION NOTICE AND CLEARING UP ANY ISSUES THAT MAY HURT MY CREDIT STANDING.
Frontier Communications
Thank you for referring the complaint of *** to our office for review. We appreciate her bringing this matter to our attention.
The Complaint states that:
*** states she cancelled her FIOS Internet service as her husband signed up for it in his name with a new promotion they said she was not eligible for. *** states her bill cycle runs from July 19, 2019 until August 18, 2019.*** states she never received a final bill and received a collection notice.*** states she should have received a prorated final bill and she doesn’t understand why she was also billed a $9.99 cancellation fee.
Frontier has investigated the above statements and offers the following response:
· Frontier spoke to Mr. on October 15, 2019 and informed him that the $9.99 broadband processing fee is charged for all broadband internet disconnects to cover the cost of processing the disconnection of service at the central office or a remote facility.
· Frontier informed Mr. that Frontier no longer prorates a final bill. Frontier bills for the entire bill cycle. A notice went out on customers billing statements in 2017 to inform them that this policy had changed.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. & Mrs. *** may have experienced as a result of the above matter.
Frontier Specialist: Kelly E Department: Executive Relations
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 have previously listed everything. I canceled without a contract or early termination fee and was charged a disconnect fee and was charged for 30 days when I used 18. Frontier claims they advised customers in 2017 that they would charge everyone who disconnected a fee and no longer would issue prorated credit for unused days. How can you just arbitrarily change things without customer consent. So after I cancel can they bill me a year from now and say they increased their fees and prices? It is nonsense and if not illegal should be
Regards
Frontier Communications
Thank you for referring the rebuttal of Mr. & Mrs. *** to our office for review. We appreciate them bringing this matter to our attention.
The rebuttal states that:
Mr. & Mrs. *** state they have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve their complaint. Frontier has investigated the above statements and offers the following response:
Frontier spoke to Mr. *** on October 22, 2019 and informed him that the $9.99 broadband processing fee is charged for all broadband internet disconnects to cover the cost of processing the disconnection of service at the central office or a remote facility.
Frontier informed Mr. *** that Frontier no longer prorates a final bill. Frontier bills for the entire bill cycle. A notice went out on customers billing statements in 2017 to inform them that this policy had changed. His notice was on his June 2017 bill.
Frontier’s position remains the same as there has been no additional information provided that warrants a deviation from the original resolution.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. & Mrs. *** may have experienced as a result of the above matter.
Frontier Specialist: Kelly E Department: Executive Relations
Internet was disrupted by Frontier since 10/3/19. Their fault. I didn't change any services. Called customer service 4 times. Told service would be fixed within 48 hours. Should have been 10/6/19. No service. Called back and told needed a service call but not until 10/12/19. Being lied to consistently about service and having to be down for 11 days potentially is uncalled for. Having to use personal data on cell phones to conduct business and daily household bill pay etc.
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
Mr. states that he continued to experience an Internet service outage.
Mr. stated that when he contacted Frontier regarding the outage, he was advised that a technician would be dispatched out within 48 hours. Now he is being told that a technician cannot come until 10/12/19.
Mr. is requesting that Frontier make the needed repairs as soon as possible.
Frontier has investigated the above statements and offers the following response:
Frontier records show that Mr. contacted Frontier on October 4, 2019 to notify that he was experiencing an Internet outage. Frontier issues a repair ticket the same day. The repair ticket was originally scheduled for October 7, 2019.
Frontier records show that the schedule date of the repair ticket was moved from October 7, 2019 to October 12, 2019.
Frontier records show that a Frontier technician was dispatched to Mr.’s location on October 12, 2019. The technician corrected the programming to restore properly working Internet service. Once the repair was completed, the technician confirmed properly working Internet service.
Frontier has issued all needed out of service credits.
We regret any inconvenience that *** may have experienced as a result of the above matter.
I am a former customer of Frontier Communications. For a period of nearly 2 months, I had no home phone or internet service. I made numerous attempts to Frontier to report the service outage in order to schedule repair. Frontier did NOT make this happen. After the 2 month period of no service, I called and cancelled my frontier service. I was told that I would not be held accountable for the charges during that period. If there were any charges after the adjustment was made for the outage period, I would then receive a bill. I never received a bill of any type from Frontier Communications. I received a letter on September 30 from *** of Connecticut where Frontier Communications had turned me in to collections for non-payment. Again, I was assured by Frontier that I would NOT be held accountable for these charges because the service was not provided.
During the time period that I was requesting immediate repair of my services, the employees I spoke to were rude. I was transferred numerous times during each call and put on hold for an extended amount of time. The calls were repeated several times. The duration of the calls, which resulted in no improvement in my services, were extremely long and non-productive.
I received a call on a Sunday morning more than 1 week after I had cancelled my services with Frontier Communications stating that he was the repair man and would be out shortly to fix my problem. I instructed him that I was no longer a Frontier Customer and thank you for his time.
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
Ms. states that her Frontier Phone and Internet service did not work for 2 months. She states that she attempted to have the services repaired, but Frontier failed to make repairs to restore her services. Now Frontier has sent the final balance to an Outside Collection Agency.
Ms. is requesting to have the full remaining balance credited and any negative credit report to be removed.
Frontier has investigated the above statements and offers the following response:
Frontier records show that Ms. was originally subscribed to Frontier’s Digital Phone Unlimited phone package along with Broadband Max (up to 6 Mbps.).
Frontier records show that on May 14, 2019, Ms. contacted Frontier to advise that she was experiencing frequent disconnects and she also requested to have the Phone service disconnected. A repair ticket was issue along with an order to remove the Phone service as requested.
Frontier records show that Ms. contacted Frontier on May 28, 2019 to advise that she had no dial tone and no Internet service.
Frontier records show that a technician was dispatched to Ms.’s location on June 11, 2019. The technician found no problem with the Internet service and determined that the Phone service had been removed from the account.
Frontier records show that Ms. contacted Frontier on June 14, 2019 to report no dial tone.
Frontier records show that Ms. contacted Frontier on June 21, 2019 and requested to have her account disconnected. A disconnect order was issued the same day.
Frontier advises that the Collections team has conducted thorough account review and denied the pending credits on the account. The requested credits were denied due to Internet usage.
Frontier records show that Ms. used 41,090 minutes of Internet in April 2019, 38,985 in May 2019 and 3,903 minutes in June.
Frontier advises that the final account balance is valid and that no credits are warranted.
We regret any inconvenience that *** may have experienced as a result of the above matter.
I signed up for Frontier Internet service, I told them I was not going to be at home and they wanted to do a cold install and meet me with the modem box, which I did. When I arrived home, the internet did not work. I called 5 times that evening to Frontier and they kept switching me back and forth with tech support and customer service to try and find the problem. The last time they switched me, customer service was closed and it hung up. I called 4 more times the following day and tech support suggested options to restart the modem, which did not work. They said they were making a ticket and a tech support would come to the house. No one ever came to the house. I called customer service again and they sent me back to tech support. I then told them to disconnect the service as I would not be home for the next 2 weeks. When I tried to restart the service, I was told I would have to pay another installation fee, even though the first time I never had any services.
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. agreed to self-installation of her Frontier Communications internet service on 9/23/19. After multiple calls to Technical Support, we were unsuccessful in activating the service. Ms. states due to her leaving town for two weeks, chose to disconnect the service on 9/25/19 rather than to continue to work with our Technical Support to resolve the issue. Ms. is disputing fees billed for the installation and service. Frontier has investigated the above statements and offers the following response:
Frontier documentation confirms Ms.’s was to have a Field Technician install service but due to her schedule a self-installation was attempted. A Frontier Customer Service Rep had spoken with Ms. on 10/8/19. The installation fee of $75.00 and Delivery & Handling fee of $9.99 had been issued and applied to the account. Frontier has determined service was not provided and has issued an adjustment of $37.40 for Frontier Internet Service, effectively bringing balance to $0.00. 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I do not see why I have to pay for installation when it was not properly installed. I contacted tech support as suggested by them which did not resolve any issues. They are only open on weekdays during work hours and they give a block of time to await a tech. However I was told by tech support a ticket for a tech to come was made and found out the following day that it was never created.
I would like to either clear all service and installation fees or they can try to re install the service at no charge to me.
Regards
Thank you for referring the additional concerns of Ms. to our office for review.
The additional concerns state:
Ms. does not feel she should have to pay for the installation on the closed account ***
Frontier has reviewed these additional concerns and offers the following response:
As previously stated, the balance on Ms.’s account has been removed as of 10/10/19, she has a zero balance.
Frontier has reviewed these additional remarks and the company’s position has not changed
Sincerely,
Frontier Customer Relations
Switching from ***/*** to Frontier due to a promotional offer that was not honored with Frontier Communications has been the worst nightmare. The bil***g was incorrect and the promotional amazon.com gift certificate needed additional reminders along with more than five Revdex.com complaints and FTC complaints in order to resolve the situation. I am deeply frustrated that cancellation of Frontier internet services does not cease right away unlike other carriers and unreasonable and unfair bil***g is still required for the additional month. I would like Frontier to waive the remaining balance of $48.00 to compensate for all the work I put in as if I was a Frontier employee. A FTC complaint will also be filed.
Thank you for referring the complaint of *** to our office for review. We appreciate her bringing this matter to our attention.
The Complaint states that:
Mrs. states original promotional offer by Frontier was not honored. Mrs. would like final balance on account of $49.98 credited due to frustration.
Frontier has investigated the above statements and offers the following response:
Frontier records display Mrs ***’s rate was honored for the full two year contract term, monthly statement were adjusted. Upon further review of the $49.98 balance Mrs. sent payment of $127.40 on June 13, 2019 which was an overpayment as she would have only owed the balance forward of $35.47 and new charges of $65.96. However this payment resulted in a credit balance of $25.97 which went forward onto her August 2, 2019 statement which she then made a payment of $65.96 that was not necessary. This left a balance forward of $39.99 which should have been a credit along with the $9.99 broadband disconnect fee. Based on this information I have submitted a request to credit the $49.98.
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.
over 3 weeks ago,went to their local office to resolve issues with auto billing. Representative entered SSN# and Credit card number wrong. Received non-payment notice and tried to resolve at office. Resolved X2 over the customer service line. Sign in window said return next Monday. THREE weeks later, sign removed and store still closed. Called Frontier. Told store closed for renovation. Looked inside windows and inspected outside of building they share with local bank. Representative LIED !! The inside shows no sign of work, just looks like they closed door and split. Worried that customer information compromised by unethical employees. Told by Frontier to purchase their credit-motoring service. I have ***. While at store people kept appearing to conduct business, but there is NO INFORMATION posted on if or when it will reopen. Fear that employees have Flown The Coop! Informed Frontier of this. Very poor feedback. Issues not resolved and response from Frontier is worth NOTHING.
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
Customer went to a local office and, it just has a sign that says closed. Customer wants to know what is going on with that store Frontier has investigated the above statements and offers the following response:
Frontier Spoke with Mr. via phone. Frontier shows the local store still opened from Monday – Friday 9:00 am – 5:00 pm. Frontier has also provided the local stores phone number in which Mr. can call during operating hours. Any information regarding local stores can be found by going to www.frontier.com and going to the very bottom of the page and click on store locator.
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.
I called and canceled my accounts with frontier Communications and I am still getting billed for them and now they want to take me to collections I continue to call and try to solve this issue but it;s always the same. Let me transfer you here or there no one is willing to fix this
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
Ms. states that she has called and canceled my accounts with frontier Communications and I am still getting billed for them and now they want to take me to collections. Frontier has investigated the above statements and offers the following response:
Frontier’s records show that on 04/09/2019, Ms. called Frontier to cancel the account. The account was not cancelled correctly at that time. Frontier has disconnected the accounts as of 08/22/2019. Frontier issued credit for the billing from 04/09/2019- 08/22/2019. The credit will generate on the next billing cycle in the amount of $128.54 on account btn: *** and $42.96 on account btn: ***. Frontier spoke with Ms. to advise the account is completely closed and the balance on the accounts are $0.00.
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: Brenda B Department: Consumer Relations
I am a small fitness studio that only needs internet. I was initially told if I got a bundle service which includes a phone the bill would be less. The first year my bill reflected so. Moving into the second year of service our bill doubled. I tried getting resolved was told it would be taken care of and was offered a new bundle at a new price of $64 before taxes and fees. I requested to have that in writing but was told they were unable to submit in writing but the bill will reflect the credits owed and the new charge. A technician was sent out to make adjustments to our service stating they were inputting a Static IP. I called Frontier right away stating that was not what I agreed to. I was told it was part of the new bundle at the price of $64 before taxes. Took their word for it. I was told by the supervisor at the time that my account has been notated and the bill will reflect so. I get a new bill of $760.62 granted I haven't paid in 2 mths because I have been waiting for my bill to have adjustments and correct monthly payment. Frontier added a phone line and a Static IP and charged me $109 before taxes. Not what I had agreed to. We are a very small fitness studio that does not need Static IP. I get on the phone once again and shockingly they show no record of the new bundle price of $64. The supervisor I spoke with Mary refused to help me except stating moving forward she can adjust my bill to $74 but again can not give me anything in writing to back up that statement. So here I am hours of my time wasted with a bill of $760.62. I have never dealt with such awful customer service. My account should have notes and from what I understand every phone call is recorded. This has been an ongoing issue since August. I have spent many hours on the phone trying to get resolved.
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. states that she was offered a plan for around $65.00; however, each month she is getting charged $109 which is not what she agreed to. Frontier has investigated the above statements and offers the following response:
Frontier has investigated Ms.’s complaint and found the incorrect package was on their account.
Frontier advises an order was placed to correct the account to the correct package price of $67.98 plus taxes and surcharges
Frontier has adjusted Ms.’s account in the amount of $300.22 for past months of incorrect billing.
Frontier spoke with Ms. on October 22, 2019 and discussed the above information.
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: Christopher C Department: Consumer Relations
Our internet service is down. The homepage for Frontier says that they provide a “steady connection”.
Customer service is unhelpful and was so rude that I finally hung up. The attendant refused to transfer me to someone else.
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
Mr. states that he is experiencing an Internet outage.
Mr. is requesting that Frontier make all needed repairs to fully restore properly working Internet service.
Frontier has investigated the above statements and offers the following response:
Frontier advises that a second level Internet Helpdesk ticket was issued to address Mr.’s Internet outage.
Frontier records show that a second level, internal technician, spoke with Mr. on October 11, 2019. The technician was able to make changes to the programming of the Internet service to fully resolve the outage.
Frontier issue all needed out of service credits.
We regret any inconvenience that *** may have experienced as a result of the above matter.
I was 100% paid off when I left and I had to call in MULTIPLE times to just send the equipment back. Now I have a bogus credit collection on my cr for $55. Never have I ever had to call a company for incorrect bills as much as this ISP. They have messed up my bill several times while I was a forced customer from ISP monopolies.
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. is disputing a bill for service from Frontier. Frontier has investigated the above statements and offers the following response:
Frontier advises that prior to termination, Mr. was billed and thus incurred charges through the end of his billing cycle.
As stated in Frontier’s Terms of Service (https://frontier.com/corporate/terms) termination of non-regulated services is effective the last day of your billing cycle.
Frontier advises that per our terms and conditions, Frontier charges a $9.99 broadband disconnect fee.
Frontier advises that the balance due on Mr.’s account covers the May to June Billing cycle plus the $9.99 broadband disconnect fee.
Frontier advises that all charges are correct and valid.
Frontier advised Mr. of the above information via email.
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'm being charged an extra month of consumption of services. I will file a complaint with the FCC and FTC next.
Regards
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. is disputing a bill for service from Frontier. Frontier has investigated the above statements and offers the following response:
Frontier advises that prior to termination, Mr. was billed and thus incurred charges through the end of his billing cycle.
As stated in Frontier’s Terms of Service (https://frontier.com/corporate/terms) termination of non-regulated services is effective the last day of your billing cycle.
Frontier advises that per our terms and conditions, Frontier charges a $9.99 broadband disconnect fee.
Frontier advises that the balance due on Mr.’s account covers the May to June Billing cycle plus the $9.99 broadband disconnect fee.
Frontier advises that all charges are correct and valid.
Frontier advised Mr. of the above information via email.
Frontier’s position in this matter has not changed.
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.
Frontier repaired a cut line on 4/16/19. A line cut by someone doing work in my yard. They never said I had to pay or billed me. I called on 9/11/19 and explained that they went up on my bill $50. I told them I could no longer afford a $200. A month bill and would like to cancel my service. My service was off on the 9/16/19. As agreed. That's when they say I have a $352.79
Bill for damaged line.why did it take 5 mos. To bill me if that was so. After I canceled my service. If I was had a bill it was never on my statement, never missed paying a bill and never late.
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. is disputing a billing from Frontier for repair of a cut line.
Frontier has investigated the above statements and offers the following response:
· Frontier found a repair was completed for a cut line on April 10, 2019. Frontier was advised this was cut while gardening.
· Frontier has billed for the repair of the line on September 4, 2019. Frontier has provided direct contact to our billing agent CMR.
· Frontier spoke with Ms. on October 11, 2019, and advised of the above information.
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.
I contacted Frontier regarding internet service on 8/1/19. I asked the rep what do I need? Do I need a dish? She said no dish. I said so I just plug in the router and I'm all set? She said yes. I signed up for Internet service. She said they would ship me the router which I would receive in a couple of days and activation would be 8/7/19. I didn't receive the router in a couple of days so I contacted customer service again. She advised they would ship another router, gave me a new order number *** and said activation would be between 8/7/19-8/12/19. I received the router and discovered I needed a telephone line connection to plug it into for service. I don't have a telephone line. I am not savvy when it comes to technology. If I had been advised I needed a phone line when I spoke to them the first time, I never would have ordered the service. The same day I received the router, 8/10/19, I contacted customer service to cancel the service. She noted the cancellation and provided me with cancellation confirmation no. ***. I subsequently received a bill from them for internet service. I contacted them on 8/14/19 to dispute the bill for service I never received/used and had cancelled. He said I didn't cancel the service by 8/7/19 and they don't prorate the bill. I owe for the entire month. I have now received a final notice for payment by 10/13/19 or the matter will be sent to a collection agency.
Thank you for referring the complaint of Ms. *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. is disputing a bill for service from Frontier. Frontier has investigated the above statements and offers the following response:
Frontier advises that Ms. called in to cancel the account before she received the modem and services were activated.
Frontier advises that a full adjustment has been issued and there is a zero balance on the account.
Frontier spoke to Ms. on October 8, 2019 and advised of the above information.
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.
Regards
We bundled *** network with out Frontier service. We had a package that included FREE installation of *** network. Frontier is billing us for installation of ***. We contacted *** Network and they have not billed frontier for installation and have it in their records that our installation is free. We have contacted Frontier countless times to clear our charges and they will not. They will not remove the charges and the Manager of Frontier will not take our calls. They have also shut off our service for no reason as we were up to date with our billing. We do not want this affecting our credit report at all. We have been on the phone with Frontier for hours probably adding up to days worth of time trying to get taken care of and continue to get the run around. This is the worst experience we have ever had with ANY company.
Thank you for referring the complaint of Mr. *** to our office for review. We appreciate Mr. for bringing this matter to our attention.
The Complaint states that:
Mr. advises that he has been billed for installation charges that were never disclosed. Frontier has investigated the above statements and offers the following response:
Upon investigation, Frontier has applied a credit adjustment to Mr.’s account for all Installation charges. Please allow one to two bill cycles for the credits.
Frontier attempted to speak to Mr. but was unsuccessful. Frontier communicated the above information via email that provided direct contact information.
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.
My last complaint was that we had internet only during the day since oct 2018. Frontier said that was because there was to many people ihome at night not enough equipment then 3 months ago we had internet only at night which ment that now all those other people were only home during the day and not at nite then last saturady it stormed and we only have .20 mbps during the day and night. Ive called and made 4 appointments for someone to show up since june. and they refuse to come for a house call. I called yesterday and a technician did something to my router that everytime I called them, and them only, it disconnected my internet, my modem would actually shut down so I went up on the hill to call to get cell service, and she said it was all fixed. But when I came home it was not. Right now I have .02 mbps internet speed and they still wont send some one out to fix. I on telephone right now trying to schedule a service call and all they want to do is test my line I need someone to come out and check my line. Even if I do get a trouble ticket no one will show up. I want this problem to be addressed. They gave me a date of 10-9-2019 between 12-4pm. ticket number *** well see if anyone shows up.
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.
stated his internet is not working.Frontier
has investigated the above statements and offers the following response:We are unable to find
an account under this name or address or billing telephone number.We have called the
phone number provided and reached a recording that the line is no longer
in service.We will need
additional information to investigate the customer’s issues.Frontier
apologizes for any inconvenience the above matter caused. We trust that this
information will assist you in closing this complaint.Sincerely,Sandi
B.Frontier
Communications
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.My phone number to be reached at has been the same for the last 11 years . And when the internet is out the voicemail still picks up. Strange ? And I get a bill every month in my email. No one contacted my email either. And funny I called them 2 times on 10/13/2019 and the 1st guy said the same thing and the second guy said 2 of 4 lines were down but they are not approved to fix them....... But I know ill have to call and get a credit on my bill because theyll want payment.
Regards
Thank you for referring the complaint of *** to
our office for review. We appreciate Ms. Niapiorkowski
bringing this matter to our attention.The Complaint states that:Ms. advises that she has been experiencing intermittent speed and connectivity issues with her 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, customer location, customer equipment, and WiFi network interference. Customer speeds may vary over time.Frontier also advises that the available Internet speed depends on the distance from Frontier’s closest facilities. Frontier is providing the fastest Internet speed that it can provide at this location at this time. A Frontier technician was dispatched and performed a speed test from Ms. ***’s network interface device. The tech tested speeds and states Frontier Pair and DSL tested good and meta test showed service ok. Without waiving any rights, Frontier is providing Ms. with discounted Internet Max monthly $9.99 pricing. We have called the customer
multiple times and have been unsuccessful in speaking with the customer. Frontier apologizes for any inconvenience the above matter
caused. We trust that this information will assist you in closing this
complaint.Sincerely,Sandi B.Frontier Communications
I had services installed Friday October 4 the very next day I had technical issues I spent over 90 minutes on the phone with them trying to fix it to no avail. Finally they say they will send a technician on Monday. So 2 days with no service! I call on Monday because I haven’t heard from them and didn’t know what time I need to be home. Then again they have massive confusion about my account and phone number and address a repeat of what I went through on Saturday. Well at the end they say they can’t do much and I just need to wait and see when they call me. Because they don’t have control of that department. Very frustrating because they disconnected my other services even though I must continue to pay it because they do not pro rate. So I’m paying for 2 services but have nothing is working
The bill was never correct and never as verbally agreed upon. I only wanted basic cable and other items were always added. They was no contract.
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. is disputing her bill for service from Frontier. Ms. is advising that her bill was never correct as verbally agreed upon and with no contract. Ms. would like the final bill adjusted as she does not owe the balance. Frontier has investigated the above statements and offers the following response:
Frontier investigated and advises that Ms. was put on the 2018 Summer Promotion that Frontier was offering at the time she got her service set up.
Frontier advises that the promotional codes got removed off her account in error and was added back on and she was receiving manual credits each month.
Frontier advises that Ms. cancelled her service on February 25, 2019 and was charged an early termination charge.
Frontier advises that credit has been applied to her account and now has a zero balance. The Outside Collection Agency will be notified of the credit that has been applied to her closed out account.
Frontier attempted to reach Ms. to advise of the above but was unsuccessful. Frontier left a message for Ms. that included direct contact information.
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 cancelled my TV, internet and home phone with Frontier Communications on 8/29/19. I received an August bill. They bill one month in advance. I called Frontier and was told not to pay that bill, to wait for the September bill to see what the pro rated amount would be. My September bill was the same, $205 for the month. I called Frontier again to challenge the bill. The rep. told me that their billing cycle started 8/26/19 and I didn't cancel until 8/29/19. I told them that their bill was for the next month, September. I was also willing to pay the three days, 8/26-8/29, ever though the bill was one month in advance. The said that they no longer prorate bills and that I had to pay the full month, $205.
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:
*** states that he cancelled my TV, internet and home phone with Frontier Communications on 8/29/19. I received an August bill. They bill one month in advance. I called Frontier and was told not to pay that bill, to wait for the September bill to see what the pro rated amount would be. My September bill was the same, $205 for the month. Frontier has investigated the above statements and offers the following response:
Frontier has reviewed the account of Mr. and can advise that he cancelled his account on 08/26/2019 and his bill cycle started on 0823/2019. Mr.’s billing statements showed him subscribing to Frontier’s TV and Internet services and Frontier does bill one full month in advance. If your service is television and/or Internet service then termination of your service subscription(s) will be effective on the last day of your Frontier billing cycle. No partial month credits or refunds will be provided for previously billed service subscriptions. We encourage you to review the Terms as they contain important information about your rights and obligations, and ours. By using or paying for Frontier services, you are agreeing to these Terms and that disputes will be resolved by individual arbitration. Frontier as a onetime courtesy has issued an adjustment in the amount of $184.71 to offset this charge. Mr.’s final balance is $20.52 and is accurate. Frontier spoke with Mr. and advised that the courtesy credit has been placed on the account. 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.