Frontier Communications

I cancelled my service for residential internet and phone in March of 2019. That account was closed with zero balance. I started receiving bills under an old account number for internet service only immediately after. I was not receiving internet service from Frontier. I was told in three subsequent calls to the company that the "grouped account" was not initially cancelled correctly in their system by their representative and to not pay the bill. The last representative seemed knowledgeable about what happened and advised that the account would have to be sent to another office for final approval but shouldn't be a problem. Instead, apparently this "phantom" account was sent to collections.

I had cancelled services with Frontier on April 12 and they continued to bill me for it. When I called to correct the issue with Frontier the customer service representative could see in the records that I called on the 12th of April to cancel and could not give me a reason as to why they are still billing me. During one of my many phone calls, and promises from Frontier, I asked them for a confirmation email saying that it was done and taken care of. I received that email August 13th and on August 23rd I received a letter from ***. I called Frontier AGAIN and asked to talk with a manager this time. He would not give me his last name or ID number. I filled him in on what is going on and about the confirmation email. He said that email was never supposed to have been sent out and did not know who the employee was. This guy promised me it was going to be settled. I received ANOTHER letter from Collections 9/26! I don't know what to do or who to turn to on this so any help would be greatly appreciated. Thank you!

Frontier has exceptionally poor customer service. Their ability to provide service is also very poor. I have been trying to get service installed at my elderly mother's home for quite some time. Simply scheduling it took quite a long time. The day before they were to arrive, Frontier called and canceled the appointment. The representative on the phone could not reschedule the appointment and told my mother that she needed to call back. The appointment was finally made and service was installed. The wire has been on the lawn for over a week now. The service still does not work. I have called numerous times to speak with customer service and tech support. After cycling thru the automated system after about 10 minutes, you typically get a representative that has an attitude and will not connect me with a manager. I have was able to get on a list for a manager to call me back twice now. That was over a week ago and the return call has not occured. In other phone calls, I was connected with a rep that was working on the problem. They stated that they would call me back. That has never occured. I was told that the phone number was assigned to "2" different individuals. Frontier stated that they would need to send a tech out again. That was scheduled after a few days. The tech arrived and left a note on the door. He did not call or even knock on the door. More phone calls, more poor customer service, still no service. Finally another tech was scheduled to come out. He never arrived. To date, I have placed more than 15 phone calls and have spent over 5 hours on the phone with Frontier. Still no service and no tech. This is not acceptable by event the lowest standard. The wire has been on the lawn for quite some time now.. A vehicle or mower will likely destroy it before service is provided. To add insult to injury, Frontier has already sent my mother a bill for service.

I called on 23 Sept. 2019 to cancel my service. At that time I was told my service wouldn't be cancelled until the 11th of October. When I said I didn't understand why I had to pay for so many days I wouldn't be using the service I was told that was their policy.That was ALL I was told. I asked what I needed to do with the equipment and was told they would send a box to put the equipment into and mail back. I said fine I will be looking for it. Today I called to make sure service was cancelled and was told she couldn't fine my account. (I couldn't find the account number so that was on me.) Only when I said I couldn't understand why I should pay for service I was no longer receiving did she find my account and confirmed that it hadn't been cancelled yet but would be on the 11th of October. Then I was told I would be charged $9.00 for disconnection. I said she could take it out of the money I was charged for service I wasn't getting and was told that that was not how it worked. I told her I would not pay it after paying for service I wasn't using. She said, rather snippy that it would be sent to collection then. I said fine and hung up.
I feel the $9.00 should be covered in the payment I made prior to cancelling service.

At some point in my area Frontier decreased what they offered to 1mbps, however I was grandfathered in at 7mbps. For the last 2-3 years I haven't really had any issues with speed. Last month I called on Sept 3, 2019 to see if there was anything new to help increase the speed due to my son's gaming and I was told adding a second line would increase what I have. They also told me they would not need to physically put in a second line for this. There was also no mention of any change having to be done to what I was currently getting. The tech was scheduled to add the new line on Sept 17, 2019 and I received an email that it was done and I just needed to watch for the modem in the mail and follow the instructions. On Sept 17, 2019 I immediately noticed my internet was extremely slow. I was out of state but when I got back the following week I tried to get the new line to work with help from tech support without any success. I told them to just forget it and cancel the second line. I continued to have extremely slow internet and my bill for October showed the second line still active. So I got the second line cancelled and billing corrected. I thought after this my internet speed would be back to what it was but it hasn't been. After several calls over a few days I was told that I have a provision of 1 mbps so I was getting what I was suppose to. I explained again that the line I still have was the one grandfathered in and suppose to be getting more than 1 mbps. The representative came back and said yes they see that and me getting 1 mbps is within that. This is completely wrong and I know this because I filed a complaint years ago because of getting less speeds than what I was paying for, which was the 6 mbps.

Frontier Communications internet service is a terrible product. At first I thought the issue was limited in nature, but as I began to speak to neighbors I realized that this was a much larger issue. Unfortunately, geographically speaking, Frontier has a monopoly on the market. We do not have another option for internet service where we are located. As their service has declined, their customer service has also dropped the ball in a major way. They make promises that they do not follow through on. They also just seem to plain not care, because they know we do not have other options. We are paying for an internet service that is not working more than it is, and when it is "working" it is slower than 1999 dial up. Their failure to reinvest in their business is hurting the consumer, and their internet speeds are 20 years behind.

In May, I attempted to set up a move service request with Frontier. An appointment was scheduled for a tech to come out to get us set up. I sat at home and waited for this appointment during the window they gave me for the appointment time, and the techs never showed. I was told they didn't have tech available in that area and apparently they just decided not to call and tell me that. We rescheduled the tech visit to a different date and time. I AGAIN waited for the entire window they gave us, and they never showed. I contacted customer service, and was told that they determined the service I wanted was not available in the area, so they just didn't come, and AGAIN did not call to tell us they wouldn't be coming. At this point, I was furious with their poor customer service, and promptly cancelled my service with them. They were then wanting me to pay for service I didn't use on my final bill because "Frontier doesn't prorate" (which actually means Frontier steals money from their customers because they are too lazy to prorate), but, with much fighting, I was able to get a credit on my bill so I didn't have to pay for services I didn't use. I never received that credit, because Frontier sent the check to my OLD address, even thought they KNEW I moved (OBVIOUSLY). I was told I had to call the bank they work with to stop the check and have it resent to me at my new address. NOT MY RESPONSIBILITY! Now, I am receiving collection notices for the equipment we still have because they also sent the return box to the OLD address even though they KNEW we moved. I was told it was because the move service ticket was closed, so that new address didn't get saved into their system. I called to discuss this and was told they would send a box to the new address and that I would have to call the collections company MYSELF to let them know the equipment was being returned. The box still has not come and this was weeks ago. I refuse to call them again and get the run around and waste time talking to these people.

Purchased internet service on contract which only works during the day. It shuts down every night around 7:30 and doesn't come back up till the next morning.

Bill has gone up every month over the past 4 bills. Connection speed is far less than advertised

I asked before I ordered this service and make it clear that am relocating and I need the WiFi for my camera to watch my house. After receiving the service it didn’t work. Another technician was send out. I only had the service for 2 weeks. After receiving a bill $226.40 I called every month that’s I was billed, I spoke to representative, supervisor, managers. I was told my bill is placed in dispute and I had to wait for 60 days to be contacted after 60 days went by I personally called and was told to wait another 2 weeks. Now this service was the ending of April and I canceled May 2. Today is October 4 and I came home to a collections letter. And still as I speak am on the phone with them and I can’t get a proper answer. My bill was $29.99 a month and $79.99 for the technician. Service didn’t work what am I paying for. Now my credit is on the line. I never miss a payment on any of my bill.

My promotional pricing with Frontier (2 Years) was up. My pricing became 145.00 per month plus tax. *** Network sent me a great offer. I called Frontier to cancel. I spoke to retention for 40 minutes while she told me what she could offer if I would stay. I had my date of installation with *** set up. She told me to cancel it. She set me up with 1 yr pricing for Internet, Cable at 109.00 plus tax. I received a confirmation email which I have that same day 9/3, with the order number. I just received a bill for 213.00 and when I contacted customer service 3 times, they act as if my email and pricing does not exist. There is fraudulent activity going on but I refuse to pay 213.00

Basically, the inferior service I have received from Frontier communications since 9-27-19 when my internet services were interrupted which affected my computer/ *** access. Repeatedly speaking to inept representatives who inadvertently disconnect the call before completion. Being given an appointment way in the future (10-3-19) without confirming the time!! Then rescheduling appointment time and not showing up. The amount of time and aggravation I have expended on attempting to schedule an appointment to address services I am NOT receiving but paying for has been unbelievable!! This company has no integrity and I want out of any contractual agreement with them immediately without penalty. I also want a refund for prepaid services since I am billed 1 month in advance, in addition to reimbursement for obtaining services at various computer stations.

Frontier does not abide by their terms. I was billed for the entire month of September although they only provided service for the first 4 days. I asked for my bill to be prorated. They said they didn't prorate. I then asked them to continue their service through the end of the month since that is what I paid, I was told they already disconnected it. They didn't provide the service I paid for and they didn't prorate the charge. I called and talked to another customer service representative who said I would be getting a credit. Didn't get it, so called again and was again told I would get a credit. Again, didn't get it. Talked with Frontier one last time and they said no, I would not be getting a credit. In addition, they gouge their existing customers at a cost of 2 to 3 times their new customers. Horrible company.

On August 2, 2019, I requested cancellation of my cable and phone service from Frontier. They have call logs confirming my request. On August 26, I received a bill for the new billing cycle that included charges for cable and phone services. I have made 5 phone calls to Frontier to have these charges removed from my bill. I have been told by each customer service representative that they cannot help me with removing the charges from my account and have been told that a dispute would be filed on my behalf. Each time a different timeline has been given for dispute resolution (72 hours, 3 days, 5 business days, 7 - 14 days). A summary of each of my calls to Frontier follows:

8/2 – Frontier Service call
Representative – G danise
Requested cancellation of Phone and Cable services. I will call them back later about upgrading internet speed.

8/29 – Frontier service call
Representative – Brett
Requested cancellation of phone and internet again after receiving a new bill. Cable and phone services were actually cancelled during this call. Representative was escalating the billing issue and indicated that there would be notification to me within 5 business days. I also requested shipping labels for the return of the set top boxes. Brett said that I would get the shipping labels automatically.

9/11 - Frontier service call
Representative – Kelsey Clay
Bill has not been resolved. I called again to get the cable and phone portion of the current bill resolved. Representative is creating dispute of bill. Indicated that I should have resolution in 72 hours.
Order number x-60278295.

9/16 – Frontier service call
Representative – Shania
I asked to speak with a supervisor. There is not one available. Shania revealed that disputes take between 7 and 14 business days to resolve and that I should not have been told 72 hours. Shania indicated that even though the bill is due, internet service will not be disconnected even though I will not be paying the $225 bill. Shania will make sure to notate the account so that there will not be a late payment fee while the dispute is processed. Shania has advised me to pay $79.15 to cover internet services and that the rest of the bill ($146.14 is in dispute). I also requested shipping labels for the return of the set top boxes again.
Internet upgraded to 500/500. Technician will be tomorrow between 1:00 – 5:00.
Confirmation number 072470574

10/1 – Frontier service call
Representative - Jeremy
This is my 5th call to Frontier in relation to this order, 4th to settle my billing dispute. I again requested that the phone and cable portion of the current bill be corrected to only charge for the internet service since I requested cancellation of phone and cable service on August 2nd. I also indicated that there should not be a late fee since I requested cancellation of the phone and cable service. The late fee should be removed from my bill as well. Jeremy removed the late fee. Jeremy said that he was going to go about getting the dispute resolved in a different way. Jeremy advised me to contact the office of the president but could not provide contact information. He advised that I search around on the Frontier web site for the information. Jeremy put in a CAP and had a telemarketing call pulled to review conversation with the customer. Jeremy will call me back on Friday 10/5/2019.

Frontier Communications has billed me for services that I have not received and after numerious calls asking them to stop charging me for my land line telephone service that ended when a wild fire (The Woolsey Fire) swept thru our community. On November 9th, 2018 the Woolsey fire devastated most of the homes and ranches in the Malibu Mountains of California. While thankfully my home was not lost, all the power lines and polls were burned and had to be replaced in our surrounding area. It was an enormous job and crews worked around the clock to restore services to many residences. Those of us who live in the rural areas were not the highest priority, so I waited my turn. On November 16, 2018 I went ahead and paid my bill which would normally be due at that time, expecting an adjustment to be credited when service was finally restored. Frontier continued to bill me each month and I called them to explain that I still did not have service and would not pay for services that I had not received. They said that I should just pay anyway which I thought was wrong and said so. As the months went by and I still had no phone service they continued to bill me and I continued to call them. Some of these calls took place on December 27th, 2018 April 9th, 2019 and June 17th 2019. There were other called that I made to Frontier about the problem as well, but did not document them. On April 19th they disconnected my phone number that I had for more than 35 years. Still, no service was was restored to my street. The only phone service I have at my home is very unreliable cell phone covereage due to the surounding mountains. Finally ,on October 2nd, I received a call from a collection agency to get $297.30. That would be the amount billed to me from November 16th to April19th all of which I had no service.

I had technical issues, was on the phone 4 hours to get the problem resolved, which did not happen. I ask to speak with Supervisor and was told no- several times. I called back the morning and tried with another service technician to fix the problem. Again, was unable to. I told them I needed a service technician sent out to the house to get this fixed as soon as possible. They had originally told me 10/14/2019, which is not acceptable. As I am paying for a service that I am not getting. On top of that Frontier IT guy had me do a speed test, where I am supposed to be getting 6msp per second and I am actually only getting 3 (again, paying for something I am not getting). We finally got a date worked out for 10/3/2019 only for them to send me text everyday saying have to reschedule, then I call and confirm I need it to be 10/3/2019 at 8-12pm. Take off work and wait for them on 10/3 only for them to cancel while I am waiting for them to come after I confirmed on the phone with them that morning. So now I am paying for a service This is unacceptable. I have been on the phone with them to get this figured for a total of 10 hours in 2 weeks.

I have had several issues with frontier communications. Mostly involved in receiving misinformation from customer service representatives and billing. My bill increased drastically in March I spoke with individuals who advised they would fix it, but it was never fixed. I paid the account balance in full because I was over frontier and the numerous failed promises. On 08/22/2019 I contacted frontier and requested to have my services disconnected due to the numerous billing and service issues I was having. The services was disconnected and I was at this time told of a 9.99 fee for disconnecting the service. This fee was never disclosed when purchasing this service. That is the initial issue. The second issue was a billing issue. On 08222019 I contacted Frontier and spoke with a supervisor in order to disconnect my services. She apologized about the misinformation that I had been receiving and assured me my services would be disconnected 08/23/2019 and I would receive a refund for 22 days of service that I did not use, but she must charge me the 9.99 fee for disconnection. I understood and accepted, but explained to the supervisor that this was never disclosed to me. She then advised that this amount would be taken out of the prorated credit that I would be receiving during the next billing cycle. I was satisfied with this supervisors service and accepted what she said as policy. I received another bill so I contacted the frontier customer service once again. At this time I was told that it would be fine and I would be receiving a final bill with my prorated credits. I again accepted it as a fact. So again today I call frontier 10/3/19 and I spoke with an agent by the name of Gabi. She shot me down within the first minute. She stated," Policy has changed and we do not provide credit for services disconnected in the middle of the month". This was unbelievable as I had been told this from several people. I informed Gabi that this did not make sense. It's not fair for me to pay for services if I disconnected the services. I requested to speak with a supervisor. A supervisor by the name of Avery:id# *** got on the line. To my surprise this "supervisor" stated the same exact thing as the agent. I could not believe what I was hearing. I requested for my last few calls to be reviewed, because I was not promised this proration credit by just one person, but by agents that I spoke with after speaking initially with a supervisor. This was the first of me hearing something different and Avery was going to stick to it. I spoke with her for a while and then she stated I will credit you back for 10 days which is a $21 credit. I asked her is that right? she said yes. I then told her if I cancelled services on 08/23 and the cycle goes to 09/14 that would be 22 days for a credit of 47.66. 65(monthly service)/30(days in the month)=2.16*22=47.66. At this point she was like just a second let me review. She was getting a little frustrated as well at this point. She came back to the phone and said I have completed a credit of $45.49 which is $2.17 less than the actual calculation. I then requested her name and id number as well as the initial agents name and id#. As a supervisor she stated that she was unable to provide that information. I find that very hard to believe. I understand not providing identifying info such as last name, but an id is something that only frontier can identify the agent with. All customer service issues. The willingness to help was not there. I said all this to say," Frontier billing seems to be a scam like business. I don't care about the $2.17 but what about the other consumers who are unable to speak up for themselves? How many elderly people have been subject to this mistreatment? It is not fair. After researching frontiers policies after the call with Gabi and her supervisor Avery I found in writing that frontier typically provides frontier prorated credits within 90days after the account balances have been satisfied. If this is the case that would have been fine. I was never informed of this. I was simply told that even though services were disconnected. They have a new policy that states you must still pay throughout the end of the cycle even if you are not using the service. These people are relaying incorrect information and it is not fair. I have elderly parents and I can just imagine how these people at this certain center are really getting over on people.

Frontier disconnected my service without alerting me. My account was in good standing and every bill was paid via auto-draft with the last payment being taken out 4 days before they disconnected. When I called about it they would not tell me why it was disconnected but that I would need to sign up for new service and have someone come out to connect it. The new service was connected but they then charged me $110 for early disconnection of the original service. They will not remove this fee.

I called customer service on 2 October for help with slow and intermittently disconnected internet service. On hold for two hours on two occasions during the call, I was disconnected when referred to Tech Support. This problem has existed for months now but we were at home only every two weeks for a day or so because of the hot summer desert heat.
I called TODAY and spoke with Edgar of Tech Support who wss helpful but could not reestablish the internet speed I purchased which he said was from between 10 and 25 mbps. I was receiving 1.2 mbps. He tried very hard to help and then transferred me to Customer Service "Laney" who when asked what my speed SHOULD BE ACCORDING TO MY CONTRACT, replied that she did not know because it was grandfathered in for which she gave no explanation.
She then set up an appointment for 10 October with a home visit tech but promised that there would be little he could do. She declined to inform me of what level of service or internet speed I was entitled to. SERVICE ORDER NO. ***.

Company had offered to wave my installation fee. Spoke to two people who confirmed the 75.00 installation fee would be waved but I was still billed for it. One of the reps name Kristi actually said she would write in notes in the system to make sure that the 75.00 fee is waved. When I called to resolve the issue, the person I spoke to begin telling me that it's because I did not purchase the phone plan. I explain to him, the two people I spoke with before assured me that the 75.00 installation would be waved and that it was part of the promotion. The person went ahead and transferred me to someone keeping me on hold because he did not feel like dealing with the problem. Now the problem continues to be unresolved.