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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The service is deplorable, the customer service worse. HOWEVER ... THEFT IS UNACCEPTABLE! I CONTRACTED for FIOS at 200/200 .... the service continuously drops and running tests (independently of Frontier) ... I have been paying for 200/200 and NOT getting 1/2 of that!! I called Frontier, as I cannot watch movies, use my Amazon Alexa ... or laptop without dropping service. They sent out a tech. HE ran a test and SHOWED me that indeed, I have not been getting 200/200 FIOS. I am receiving LESS than 1/2 of the service I pay for! When calling Frontier and SPEAKING with a SUPERVISOR ... I was told and asked them to repeat this "We only have to provide 1/2 half of the speed that you are contracted for." ????? This is NOT LEGAL! They billed me for 200/200 service for MONTHS, with a $20.00 "credit" to my account! NOW, they have it listed as 100/100 and I am STILL BEING BILLED AT 200/200 and NOT GETTING THE SERVICE OF 100/100! I called and was on hold for 1 hour and 30 minutes before hanging up! My mom is CURRENTLY on the phone with them. She has been transferred five times and has had to repeat ALL of her information EVERY TIME. MY DAD IS ON A HEART MONITOR and THEIR PHONE IS OUT. HE MUST HAVE THE PHONE WORKING FOR THE MONITOR TO REPORT TO THE HOSPITAL! THEY WILL NOT SEND SOMEONE OUT TO REPAIR IT!!!!
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. 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 network congestion, customer location, customer equipment, and Wi-Fi network interference. Customer speeds may vary over time.
· Frontier attempted to reach Ms. to advise of the above but was unsuccessful. Frontier left a message for Ms. that included direct contact information. If Ms. continues to experience service issues, she may contact the Internet Help Desk at or Frontier Repair at for assistance.
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 have not had success with Frontier fixing my Internet service since it went down July 3rd, 2019. The internet will frequently drop, especially in the afternoons and nighttime. Eventually, the internet will just be completely out and will not come back until the next day. They have sent technicians out multiple times where they complete the ticket saying it is fixed when they have not verified it working properly. They have also just told me that it is a "high usage congested area" and that it goes out due to the high number of users- with no promise to fix or upgrade their service.
Frontier has investigated and found the following:
I have not had success with Frontier fixing my Internet service since it went down July 3rd, 2019. The internet will frequently drop, especially in the afternoons and nighttime. Eventually, the internet will just be completely out and will not come back until the next day. They have sent technicians out multiple times where they complete the ticket saying it is fixed when they have not verified it working properly. They have also just told me that it is a "high usage congested area" and that it goes out due to the high number of users- with no promise to fix or upgrade their service.
Desired Settlement:
Repair…The business has the responsibility to fix the service they are claiming to provide that I am paying good money for. I shouldn't have a service only some of the time. It is not my problem that their network can't handle the number of internet users in my area.
*** established service on November 29, 2012.
Broadband Product Speed Purchased:
6.0M/1.0M Purchased
Provisioned
Provisioned 8.7M/8.7M/
1.1M 1.1M
(145.0%/145.0%/
115.2%115.2%
)
Mr. has been experiencing issues connecting to internet since July 1, 2019.
There were two repair tickets created for Mr.’s connection issue and both were resolved.
Per Repair Ticket # ***:
Created on 08/29/2019 …Resolved on 09/05/2019 … TROUBLE DESCRIPTION: No DSL Sync. Mr. was advised of charges… A Frontier technician was routed out on 09/05/2019 at 16:34. He advised that the customer is an anymedia that has peak time congestion. Attenuation upstream is higher than allowable threshold. He advised the problem was related to congestion in the area and the ticket was closed.
Per Repair ticket # ***:
Created on 07/04/2019 and resolved on 7/24/2019 … TROUBLE DESCRIPTION: Frequent Disconnects. A Frontier technician was routed out and he advised that he had tested line and the reprovision port was now running 8meg/976k 8db.
Due to reported outages and inconsistencies, a Frontier agent agreed to adjust the account for 2 months of Internet service fees. Total credit $84.50. The adjustment request has been approved and will be posted immediately to the customer account.
Frontier apologizes for any inconvenience the matter mentioned above has caused. We trust that this information will assist the Revdex.com in closing this complaint.
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 accept the issue as being resolved for the following reasons:
1. Frontier’s response is not a solution to my complaint, merely a recounting of their ineffective previous responses to my problem over the past 4 months.
2. The internet service they are providing is unreliable and they are selling me a service they have admitted they cannot provide.
3. No technician has contacted me regarding the 2 prior service calls- if they had no message was left and the trouble tickets are closed without so much as a follow up.
Regards
Revdex.com Reference #: ***
Nature of Complaint: I have not had success with Frontier fixing my Internet service since it went down July 3rd, 2019. The internet will frequently drop, especially in the afternoons and nighttime. Eventually, the internet will just be completely out and will not come back until the next day. They have sent technicians out multiple times where they complete the ticket saying it is fixed when they have not verified it working properly. They have also just told me that it is a "high usage congested area" and that it goes out due to the high number of users- with no promise to fix or upgrade their service.
Rebuttal: I do not accept the issue as being resolved for the following reasons: 1. Frontier’s response is not a solution to my complaint, merely a recounting of their ineffective previous responses to my problem over the past 4 months. 2. The internet service they are providing is unreliable and they are selling me a service they have admitted they cannot provide. 3. No technician has contacted me regarding the 2 prior service calls- if they had no message was left and the trouble tickets are closed without so much as a follow up. Regards, Jeremy ***
*** established service on November 29, 2012.
Broadband Product Speed Purchased: 6.0M/1.0M Provisioned 8.7M/1.1M (145.0%/115.2%)
Customer has been experiencing issues connecting to internet since July 1, 2019. The issues with internet service were reported starting July 1 going through early October.
There were two repair tickets found on the account. One was opened July 4 and closed July 24. Tech was routed out due to issues with equipment and he reported no access…customer wasn’t available. The other ticket was opened on August 29 and closed on September 5. The report advised of trouble connecting to internet periodically and speed issues. It was determined that there is an issue with the equipment/congestion in the area of which Mr.n resides.
Due to reported outages and inconsistencies, a Frontier agent agreed to adjust the account for 2 months of Internet service fees. Total credit $84.50. The adjustment request has been approved and will be posted immediately to the customer account.
A representative agreed to adjust the July/August internet fees, however, the adjustment for July- August was denied ($88.31).
As a courtesy, a Frontier agent reviewed the account and adjusted the July - August billing for outages on October 23, 2019 ...total credit issued: $89.02. The adjustment was applied to the account.
Unfortunately, the speed that Mr./***is currently getting is the fastest he will be able to get at this time. As stated in Frontier’s terms and conditions, actual internet speeds may vary, and any speed advertised is not a guarantee. Frontier advises that internet speeds are based upon may factors: including network congestion, customer location, customer equipment, and Wi-Fi network interference. Mr.n resides in an area where high internet usage during peak periods could be affecting internet service speeds and connection.
Frontier is continually working to improve its network and its customers’ experience; however, Frontier has no specific plans to upgrade the equipment in Mr.n’s environment at this time. If Mr.n wishes to disconnect, Frontier will prorate the bill and waive any termination fees.
Frontier apologizes for any inconvenience the matter mentioned above has caused. We trust that this information will assist the Commission in closing this complaint.
our internet has been broke for 7 mo. we have viop phones and can not talk with our customers because 30 seconds into a conversation phone drops call due to internet. I have around 40 hrs on phone throughout that span mutiple visits from techs and problem still not fixed. They charge us full price for there internet which I pay. But have complained about. After 7 mo. off not fixing and not able to talk to customers, Ive had enough and feel 1. they need to fix this since there are zero other providers 2. I dont feel that I should have to pay full price for broken internet while losing business. we have almost 1800.00 in phones and pay around $100.00 a mouth for *** phone service that we cant use. Do not really want to through phones away.
• Frontier advises that the customer is currently subscribed to a broadband speed of 20Mbps download with a static IP.• Frontier had sent technicians to the location on the dates of August 27, September 12, and October 9, 2019. The technicians had detected a bandwidth of 26Mbps reaching the location.• Frontier would be responsible for providing a speed of 20Mbps download to the service location and would not be responsible for how the customers third-party on premise equipment interacts with the internet being provided by Frontier. • Frontier understands the impact that this has had on the account and is working with local management to review if any additional outside facilities could improve the way that their third party VOIP based phones interact with the Frontier internet.• The review of the facilities by local management and Frontier internet technical support is still active and ongoing.
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.
We have had our phone system in place for over ten years with frontier and *** and have not had any problems until this April. They say it is third party phone system. We contacted *** and they say if your internet keeps dropping there is nothing at there end that causes that. Attached is the ping from the internet that shows it dropping or timing out. Yes we have it to our location at the speed mentioned but does no good when it keeps dropping. You can have a car in your driveway but if it don't run correctly does no good. When internet drops we lose use of our phones some times it drops every 30 sec. Also we went completely without internet for two weeks no phone or e-mails from customers you can imagine what that did to our business. I feel we should be compensated and do not believe we should pay full price for internet that has not worked correctly since April. And we are still getting billed full price and still can not use our phones and still pay ***.
Regards
Frontier advises that the customer is currently subscribed to a broadband speed of 20Mbps download with a static IP.
Frontier had sent technicians to the location on the dates of August 27, September 12, and October 9, 2019. The technicians had detected a bandwidth of 26Mbps reaching the location.
Frontier would be responsible for providing a speed of 20Mbps download to the service location and would not be responsible for how the customers third-party on premise equipment interacts with the internet being provided by Frontier.
Frontier technicians have tested the signal and found no loss of DSL sync to the modem. Intermittent connectivity does not appear linked to the Frontier end of the networking.
Frontier understands the impact that this has had on the account and is working with local management to review if any additional outside facilities could improve the way that their third party VOIP based phones interact with the Frontier internet.
The review of the facilities by local management and Frontier internet technical support is still active and ongoing.
Frontier Communications has the worst customer service I have ever experienced! I have never been moved enough to file a complaint. From reps to supervisors nobody knows what they are doing and no one cares! This doesn’t even feel like it will matter but I am doing everything I can to let it be known how disrespectful and distasteful this company is. They are so unconcerned with your issues regardless of being a good client!
Frontier Communications has the worst customer service I have ever experienced! I have never been moved enough to file a complaint. From reps to supervisors nobody knows what they are doing, and no one cares! This doesn’t even feel like it will matter but I am doing everything I can to let it be known how disrespectful and distasteful this company is. They are so unconcerned with your issues regardless of being a good client!
Frontier has investigated and found the following:
Per Frontier records, Ms.’s Frontier account was established on March 8, 2019 with order #***.
When the order was created, Ms. was to show 2 forms of id due to a potential fraud alert when her credit information was run via Equifax. The account was activated in error.
Ms. billed Simply Broadband Internet, $10/Router fee plus taxes and surcharges monthly.
Frontier went back and audited the account and flagged it which caused the service to be temporarily disconnected for identity theft and will remain disconnected until she can provide proof of id.
Per Frontier records: This customer has a potential identity theft event. Verification/2 forms of is must be shown to have Frontier service activated. She can fax 2 forms of ID"s to ***, attn Fraud dept ***send manual ***
Ms. has spoken with Frontier Collections and has been advised that she will have to show proof of id before it can get reconnected.
Frontier apologizes for any inconvenience the matter mentioned above has caused Ms..
We trust that this information will assist the Revdex.com in closing this complaint.
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 attached my THREE SEPARATE ATTEMPTS to comply with the requests of Frontier Communications, as I would never want my identity to be compromised. On September 18, 2019, I received a letter in the mail stating I needed to show proof of ID. I called the company to find out what was going on. A representative told me I needed to send in ID as requested but stated “I don’t think we request two forms of ID. It is usually just one. I will check with my manager.” To which I responded that the letter specified TWO forms of ID. SShe assured me that only ONE was necessary. I asked how I should send this information and she provided me with an email address! Which I sent my information to immediately. Almost two weeks later on Monday l, September 30, 2019, I came home to no service. My Frontier service had been interrupted. I contacted the company and was told the issue was due to a past due balance so I pod my past due balance then and there. I then spent several hours on the phone being transferred between multiple departments in an attempt to have a reset done to reconnect my service. At which point I was told the issue with my account was the proof of identity not being received! At no point in the prior two weeks since I first complied did anyone reach out to warn that there was an issue with my first attempt at compliance. So I sent another email with two forms of ID. I was told by a few different supervisors that once I did that, I could have my service reconnected. Even though, the problem was never my fault to begin with. THEIR employee misinformed me from the start, I had no idea, then they cut my service. Each representative I spoke with talked to me as if I simply ignored the request and I was the blame so I deserved the situation. Having no service has interrupted my ability to work for a full week now! Then I was told many different versions of “up to 24 hours” “24-48 hours” “24-72 hours” and each time I made a step forward, they pushed me five steps backwards so here I am on October 4, 2019 without service still. An account manager who said I would hear from them with 24 hours on Wednesday evening finally emailed me this morning around 7:30 am, and I have heard nothing since.
Regards
Complaint: Frontier Communications has the worst customer service I have ever experienced! I have never been moved enough to file a complaint. From reps to supervisors nobody knows what they are doing, and no one cares! This doesn’t even feel like it will matter but I am doing everything I can to let it be known how disrespectful and distasteful this company is. They are so unconcerned with your issues regardless of being a good client!
Frontier has investigated and found the following:
Per Frontier records, Ms.’s Frontier account was established on March 8, 2019 with order #***.
When the order was created, Ms. was to show 2 forms of id due to a potential fraud alert when her credit information was run via Equifax. The account was activated in error.
Ms. billed Simply Broadband Internet, $10/Router fee plus taxes and surcharges monthly.
Frontier went back and audited the account and flagged it which caused the service to be temporarily disconnected for identity theft and will remain disconnected until she can provide proof of id.
Per Frontier records: This customer has a potential identity theft event. Verification/2 forms of is must be shown to have Frontier service activated. She can fax 2 forms of ID"s to ***, attn Fraud dept ***send manual *** Ms. has spoken with Frontier Collections and has been advised that she will have to show proof of id before it can get reconnected.
*** UPDATE: Ms.’s current balance is $85.37. Positive ID was shown on October 7, 2019 and her service was restored on October 8, 2019. An agent called to advise of the service reconnection. Ms. advised that her Internet service was not active. A trouble ticket was created to have a technician routed out on October 14, 2019 to resolve the connection issue. The technician is scheduled to be at the premise between the hours of 9am-1pm. Someone 18 years or older must be present the entire time the tech is present at the home. Ms. will receive a reminder email the day prior and a technician will reach out to her once he/she is in the area.
The Frontier agent has created a follow up to reach back out to Ms. to make sure the service is back up and running as of October 14, 2019. As a courtesy, Frontier adjusted one month of Internet service due to the delay. Total credit $39.80. The adjustment request has been approved and will be posted immediately to the customer account.
Frontier apologizes for any inconvenience the matter mentioned above has caused Ms.. We trust that this information will assist the Revdex.com in closing this complaint.
I do not have Internet that I pay for
Thank you for referring the complaint of Mr. John *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. advises of internet connectivity issues. Frontier has investigated the above statements and offers the following response:
Frontier advises that a repair ticket was issued to dispatch a technician to Mr.’s house and address the issues with the internet connection on October 8,
2019.
Frontier advises that Mr. requested to cancel the repair ticket and has a disconnect order pending on his account.
Frontier advises that Mr. has direct contact information to a Frontier supervisor, if he requires additional help.
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
My wife signed us up for Frontier internet service several years ago. We switched to *** since the speed and bandwidth of Frontier was horrible (the usual promise of “up to 70Mbps” or something which in reality was on average about 4Mbps, and which couldn’t support my son’s *** live and more than two phones on WiFi at once. Later on a collection popped up on my credit reports - service had been added in my name rather than hers, which is fine since we are married, but I was being collected on for a past-due balance even though my wife canceled service. The collection was being done by an agency called *** (***). I called Frontier’s billing department on 1 October 2018 and spoke with a CSR about the account. She told me that Frontier still owned the collection and that *** was collecting on their behalf. *** was reporting one my credit reports, not Frontier. Being that Fro tier still owned the debt, I asked whether they would recall the debt in-house in exchange for full payment, and instruct *** that collection authority was terminated, so that *** would be required to delete themselves from my credit reports. The CSR assured me that this was a doable arrangement and that Frontier could and would accommodate this request. I had no issue with paying off the debt to clear the negative entry off my report, so the agreement was made and the debt paid directly to Frontier. A month later, *** was still on my reports. I called Frontier again, asked the status of the removal request to EAS, and was told to give it another month to happen. I waited another six weeks and it was still there. Called Frontier again, and was told that they could not or would not do this. I reminded them that we had an agreement on a recorded line where the employee of Frontier, who represents the company and in effect IS Frontier for a caller, struck that deal and repeatedly reassured me that my request was going to be done. I spoke with *** and they said that with a communication from Frontier requesting they delete their reporting due to payment being made to Frontier, they would happily comply. I spoke again with Frontier and all they sent me via email was a statement saying the account was paid, and naming me and the account number. Another call to Frontier and talking with a collections supervisor named Kenya informed me that the CSR didn’t have the authority to make the promise to ask *** to delete reporting and that Frontier had written off the debt in April 2018. My issue is, I was given a promise by a representative of Frontier as explained above, which was reneged upon after payment was made, that according to the supervisor, Frontier had written off the debt in April 20-8 but accepted payment on the debt in October 2018, and would not follow through on the promised communication to *** to request they delete their entry on my credit reports. That deletion was the only reason for me to make the arrangement with Frontier, else I’d have paid *** directly. Frontier’s representative making a promise she supposedly wasn’t authorized to make is either shoddy training or a deceptive business practice.
My wife signed us up for Frontier internet service several years ago. We switched to *** since the speed and bandwidth of Frontier was horrible (the usual promise of “up to 70Mbps” or something which was on average about 4Mbps, and which couldn’t support my son’s *** live and more than two phones on Wi-Fi at once. Later, a collection popped up on my credit reports - service had been added in my name rather than hers, which is fine since we are married, but I was being collected on for a past-due balance even though my wife canceled service. The collection was being done by an agency called *** (***). I called Frontier’s billing department on 1 October 2018 and spoke with a CSR about the account. She told me that Frontier still owned the collection and that *** was collecting on their behalf. *** was reporting one my credit reports, not Frontier. Being that Frontier still owned the debt, I asked whether they would recall the debt in-house in exchange for full payment, and instruct *** that collection authority was terminated, so that *** would be required to delete themselves from my credit reports. The CSR assured me that this was a doable arrangement and that Frontier could and would accommodate this request. I had no issue with paying off the debt to clear the negative entry off my report, so the agreement was made, and the debt paid directly to Frontier. A month later, *** was still on my reports. I called Frontier again, asked the status of the removal request to EAS, and was told to give it another month to happen. I waited another six weeks and it was still there. Called Frontier again and was told that they could not or would not do this. I reminded them that we had an agreement on a recorded line where the employee of Frontier, who represents the company and in effect IS Frontier for a caller, struck that deal and repeatedly reassured me that my request was going to be done. I spoke with *** and they said that with a communication from Frontier requesting they delete their reporting due to payment being made to Frontier, they would happily comply. I spoke again with Frontier and all they sent me via email was a statement saying the account was paid and naming me and the account number. Another call to Frontier and talking with a collections supervisor named Kenya informed me that the CSR didn’t have the authority to make the promise to ask *** to delete reporting and that Frontier had written off the debt in April 2018. My issue is, I was given a promise by a representative of Frontier as explained above, which was reneged upon after payment was made, that according to the supervisor, Frontier had written off the debt in April 20-8 but accepted payment on the debt in October 2018, and would not follow through on the promised communication to *** to request they delete their entry on my credit reports. That deletion was the only reason for me to make the arrangement with Frontier, else I’d have paid *** directly. Frontier’s representative making a promise she supposedly wasn’t authorized to make is either shoddy training or a deceptive business practice.
Mr.’s account was established on September 3, 2013 and disconnected on February 5, 2018.
The current balance on the final account is $0. The last payment posted to the account is in the amount of $287.63 on October 1, 2018.
Mr. billed $34.99 monthly for Simply Broadband Max internet service.
Mr. was paying on the account through March 2017 and payments stopped. The was no request found between March 2017- February 2018 to disconnect service, therefore it continued to bill internet charges monthly.
The internet was cancelled on February 5, 2018 and at the time of cancellation, Mr. owed $327.28. He was given credit in the amount of $39.65 for prorated charges for internet service from February 5-March 9, 2018. The credit left an account balance of $287.63.
There were calls made to Mr. to advise of outstanding balance. Per Frontier records, messages were left for Mr. to return the calls about the past due account. The account was disconnected by Frontier Collections due to the balance being unpaid for over three months. The balance remained unpaid for several months and was sent over to an Outside Collection Agency.
Mr. paid the remaining balance on October 1, 2018. It cleared the balance with the outside collection agency, however, still shows on Mr.’s credit report.
After further investigation by Frontier Collections, it was determined that the debt will not be deleted off the credit report. It will remain as a paid charge off.
Frontier apologizes for any inconvenience the matter mentioned above has caused. We trust that this information will assist the Revdex.com in closing this complaint.
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.
The entire reason I brought this matter to the Revdex.com is the fact that when I called in to Frontier on 10/1/2018 to resolve the matter, the customer service representative I spoke with assured me that we could and would resolve the issue the way I proposed; namely, I would agree to pay Frontier directly the amount due, rather than the collection agency, and that in accepting payment directly, Frontier would rescind collection authority from *** (Collection agency) so that they would delete their entry from my credit report. We spoke on a recorded line and the call was in excess of ten minutes long, around 2pm that day. I explained what I wanted to do and why, several times, and was assured by the CSR that it would be done. This is why I agreed to pay Frontier directly rather than the collection agency. I called back twice in the next two months asking why it was not deleted and was told to give it more time. After over two months, the story changed and Frontier reneged on their verbal contract with me to have authority rescinded from *** (and therefore requiring them to promptly delete their entry from my reports). *** was perfectly amenable to this - they only needed direction from Frontier to do so. The last time I spoke with Frontier, a supervisor named Jebya said I shouldn’t have been told that and that Frontier cannot do that. However, Frontier still owned the debt and absolutely could and can do so (attached is a recent screenshot from the Revdex.com site showing Frontier agreeing to have a collection authority removed from a collection agency). As for whether I should or should not have been given that promise from the CSR, I WAS given that promise. When someone calls in, the CSR they speak with represents Frontier in policy and function, and for all intents and purposes IS Frontier. And being that an authorized representative of Frontier made that promise, that’s a verbal contract which in NY is legally binding and enforceable. The debt was cleared as arranged, which is me holding up my end of the contract. Frontier needs to simply send a request to *** to delete their entry from my credit report per recalling debt collection authority - then they will have honored their end of the contract. That’s it.
Regards
Mr.’s account was established on September 3, 2013 and disconnected on February 5, 2018.
The current balance on the final account is $0. The last payment posted to the account is in the amount of $287.63 on October 1, 2018.
Mr. billed $34.99 monthly for Simply Broadband Max internet service.
Mr. was paying on the account through March 2017 and payments stopped. There was no request found between March 2017- February 2018 to disconnect service, therefore it continued to bill internet charges monthly. The internet was cancelled on February 5, 2018 and at the time of cancellation, Mr. owed $327.28. He was given credit in the amount of $39.65 for prorated charges for internet service from February 5-March 9, 2018. The credit left an account balance of $287.63.
There were calls made to Mr. to advise of outstanding balance. Per Frontier records, messages were left for Mr. to return the calls about the past due account. The account was disconnected by Frontier Collections due to the balance being unpaid for over three months. The balance remained unpaid for several months and was sent over to an Outside Collection Agency. Mr. paid the remaining balance on October 1, 2018. It cleared the balance with the outside collection agency, however, still shows on Mr.’s credit report. After further investigation by Frontier Collections, it was determined that the debt will not be deleted off the credit report. It will remain as a paid charge off.
This is Frontier's final disposition on the matter mentioned in the complaint.
Frontier apologizes for any inconvenience the matter mentioned above has caused. We trust that this information will assist the Revdex.com in closing this complaint.
I regret to say that I've had to file complaints over and over again, and here we are yet again. I have Frontier for internet, phone, and TV service, and most of the complaints have been related to TV reception. The hardware keeps failing in short order, and every service call results in eventually contacting the Revdex.com before I get results. This time, I can honestly say the TV system has been working for several months, but has just failed again -- first pixellating, now it just reboots over and over and fails troubleshooting.. I called on September 25, got transferred from one department to the next, and eventually was told that they have a newer, more reliable system that they will send me. It is now October 3, and I'm still waiting. I called today to check the status. According to them I have no open ticket and no equipment has been sent. I was told a supervisor will call me within 15 minutes and give me the status. didn't happen. I went to their website and entered the ticket number given me; it does not respond. So here I am, complaining once again.
Frontier CommunicationsThank you for referring the
complaint of *** to our office for review. We appreciate you
bringing this matter to our attention.The Complaint states that: Mr. advise that he has been waiting on replacement equipment from Frontier. Frontier has investigated the above
statements and offers the following response:Upon investigation, Frontier advises that the equipment was delivered on October 18, 2019.Frontier apologizes for the delay the customer had experienced. Frontier has provided a courtesy credit to Mr.’s account. Frontier advise Mr. of the above information. 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 Specialist: Tocoma
K. Department:
General Manager
Zero rating. I had service and it was bad internet so I switched to another company that bought out my contract. I called three times to pay the last bill and they kept saying it would be auto billed so I waited. I received a bill in the mail and called again waited on hold for over 20 min each time I called and paid my bill. I received an email the next day saying I didn't pay my bill so I called again and their "internet system was down." I called the next day for another round of phone tag and after an hour of them not being able to figure it out I gave up. I should be paid for my time for their problems. They sent me to collections for the amount I paid already. I called and played their phone catch and hold game for another hour of my life and they responded my creditor declined my payment so I called them and they said they didn't receive anything from frontier and didn't decline any charge. I requested to file a formal complaint with frontier and they said they would follow up with me. I havn't heard from them since! What a waste of time that I had to pay for!
I agree with every persons review!
One star is To many they don’t deserve that!!
I have been without internet for 2 weeks and they set up 10/2 between 9-1 to have the tech there to fix the internet. 4 text messages were received with the last one stating “ good news “ the tech is there to fix the problem. HA at 4 pm I called to see when it would be fixed and after 45 mins on the phone was told that the tech was not coming today. They can’t tell me when a tech will be available in the area! I have been a customer for a very long time and if I could drop frontier I would. Unfortunately because of where I live I have no choice. The call services are not even local people. Also said someone 18 and older may need to be there, guess who lost a day at work. Frontier people are liars and all they care about is collecting their money. The service is the absolute worst.
Frontier has been out now for two days. When you call you are given a run around and nothing is fixed. Now we are suppose to pay for service that is out more than working? This is a travesty and they need to be fined for there poor service.
Frontier has investigated the above statements and offers the following response:
Frontier received a report of internet issues on October 2, 2019 and dispatched a technician on October 4, 2019 who repaired a broken drop wire thus restoring services.
Frontier has issued appropriate credit to Ms. account for the reported time out of service.
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.
When my family and I arrived home from vacation Sunday, September 29th, our internet and cable was not working. I was on hold for a total amount of two hours on Sunday with Frontier Communications receiving mixed messages from Representatives and Supervisors. They scheduled a Technician to come to my house between 1pm-4pm on Tuesday, October 1st, and required my presence during this time at my home. On Tuesday, October 1st, when a Technician never arrived, I called Frontier at 4pm and 5pm and was on hold for a total of an hour and 45 minutes. During my hold period, I was sent a text that my appointment was rescheduled. While on a phone with the Supervisor, I was told a Technician would be at my home Wednesday, October 2nd, at 8am. I called today (October 2nd) and was on hold for 45 minutes to then be told that a Technician will be at my home today at 3pm.
Frontier records reflect that on 09/29/19 a trouble ticket was created with a due date of 10/01/19 by 5pm. The appointment on the ticket was updated to between 1pm and 5pm per request from the customer. The ticket was held over to 10/02/19 due to heavy workload. A technician was dispatched on 10/02/19 who found that the drop had been cut; placed a temporary drop; and verified that service is working.
Frontier has applied an out of service credits totaling $34.39 as well as a $25 credit due to the missed appointment.
Frontier is not able to compensate for customer’s time. We are only able to provide credit for any billed services, for the period of time that were unavailable.
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.
The bulk of this complaint was not only the missing of the appointment, but the 4 hours +/- that I spent on hold or talking to multiple customer service people to resolve the issue. It should have been a simple tech scheduling and was extremely difficult.
Regards
Frontier apologizes to Mr. for his customer service experience. Frontier is working on opportunities to alleviate customer frustration related to customer support and technical service.
Over the 3 past months, I have had 3 different service appointments set up with Frontier, which I had to take the day off of work in order to meet the technician at my home. All 3 appointments, the technician did not show up. 2 of the 3 appointments I was without service for 2-3 weeks, then rescheduled for an appointment 2 to 3 weeks from the originally scheduled appointment. Yesterday I was scheduled to have my internet service upgraded to a business line (at the suggestion of Frontier) to receive more reliable response to my issues, Frontier states that they will repair within 24 hours if I get a business line. After taking yesterday off from work......they once again did not show and rescheduled for 10/15. So I need to take another day off (totaling 6 within 3 months) to meet the technician. I would switch service providers if I had another option, but Frontier is the only provider in my area. When speaking with friends and aquaintences this is not an isolaated incidence. It is common practice with Frontier. How long will a company that has no regard for their customers' time be allowed to stay in business? a
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint:
• Ms. advises that her Frontier Internet service is not working, she’s had missed appointments and would like the outage issue resolved as soon as possible.
Frontier has investigated the above statements and offers the following response:
• Mrs. established service on October 22, 2002.
• Mrs. currently bills $42.99/Digital Phone Unlimited, $39.99 FIOS 30/30 Internet, $4.99/Unlimited Phone Pak, $4/NonPub Listing plus taxes and surcharges monthly.
• Frontier advises that a repair ticket was opened on September 11 with a tech scheduled to go to her residence on September 24 and the ticket was delayed until September 26. The issue was resolved on September 26, 2019.
• Another repair ticket was opened on October 1 with tech scheduled to go out on October 2. The appointment has been delayed to October 15 due to shortage of manpower in her area.
• Mrs. inquired about a credit for a missed appointment in May of 2019. It was found that a credit in the amount of $30.82 was issued on May 24 due to outage and appeared on the June 22 billing statement.
• A credit in the amount of $48.99 was issued on September 27 for her September outage and will appear on her October 22 billing statement.
• A Frontier agent agreed to adjust account in the amount of $25 for appt missed on September 24. And $25 for appt missed on October 1. The adjustments have been approved and will be posted immediately to the customer account.
• The final adjustment for the outage in October will be issued once the repair ticket is closed.
Frontier apologizes for any inconvenience the matter mentioned above has caused. We trust that this information will assist the Revdex.com in closing this complaint.
Was a ***/frontier customer for years. Even auto pay for the longest. In feb of this year. their service was down in my area and I couldn't get a date when it would be fixed. Kept getting all different kinds of answers all between a few days to maybe weeks. So I switched to ***. I called frontier to cancel. Apparently cancelling and account to them is putting the account in "Vacation Mode" without their knowledge. And also racking up fees for non payment which is now up to 182.00. Crazy thing is I was about to come back and get new services and was told I have to pay this 182 to even get installed new service.
The Complaint states that:
Mr. states he called to cancel his services but was put on vacation services without his knowledge or permission and thus incurred charges. Frontier has investigated the above statements and offers the following response:
Frontier reviewed the call where Mr. contacted Frontier on February 12, 2019 and discussed the possibility of going with another carrier.
Frontier advised Mr. that they could put his account on a 30 day “vacation” hold to give him time to try out the new provider.
Frontier also advised Mr. that if he chose to continue with the new provider or decided to stay with Frontier, he would need to call back within 30 days and Frontier would remove the vacation hold or submit an order to disconnect services. Mr. agreed to the above.
Frontier states Mr. continued to receive monthly billing statements.
Mr.’s account was disconnected effective August 1, 2019 for non-payment.
Frontier was unable to make contact Mr..
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 signed up for service by phone. The sales rep said he waived my activation fee when he submitted my order but I received my first bill and I was charged the $75 activation fee. I have called four times to have the charge credited but the charge is still there. They opened a case approximately three weeks ago and the charge has not been removed. I was also told I would receive one year free of ***, but I have not received that offer yet either. My account is now past due because I refuse to pay the fee (I paid for my normal monthly service), and I'm concerned they may shut off my service.
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 when he requested to have Internet installed at his location, the consultant stated that he would waive the activation fee. However, Frontier billed a $75.00 Installation fee.
Mr. is requesting the all corrective credits be applied to his account to fully resolve the billing issue.
Frontier has investigated the above statements and offers the following response:
Frontier records show that Mr. contacted Frontier on August 21, 2019 and requested to have Frontier services installed.
Frontier advises that the Installation fee is a valid charge that should not be credited.
Frontier advises Mr.’s call to Frontier was reviewed. It was determined that the consultant provided misinformation to Mr. and indeed did state that he would waive the Installation fee.
Frontier advises, as a courtesy, Frontier has issued full credit of the $75.00 Installation fee. The credit should print on Mr.’s statement within the next one to two billing cycles.
We regret any inconvenience that *** may have experienced as a result of the above matter.
Had internet service installed 14 days ago. I had intent access the first 2 days and that is it. Called the day it went down, Wednesday, and the soonest they could come out was on Monday (attempting to fix over phone was unsuccessful) I had to reschedule to next available day which was Wednesday. The technician never came. Called Wednesday and while I was on the phone with them their system updated and it showed complete (the tech never came)! Set up appointment for that Friday and tech never showed again. I have spent literally over 7 hrs on phone and 70% of the time was been on hold after I have spoke to someone. I would get transferred to the wrong people AND the wrong department. I was lied to by 2 of their employees. A supervisor told me they had to switch stations and would call me back in 10 min...The individual never called me. All in all, technicians missed not one, but two appointments I had to take time off work for. And they will only give one $25 credit for missed appointments.
Frontier Communications
Thank you for referring the rebuttal of *** to our office for review. We appreciate him bringing this matter to our attention.
The complaint states that:
Mr. advises that he had Internet installed and after 2 days it went down.
Mr. advises that he made appointments for Frontier to come out and the Frontier technician missed his appointments.
Frontier has investigated the above statements and offers the following response:
Frontier advises that Mr.’s services were installed on September 16, 2019.
A repair ticket was placed for frequent disconnects on September 19, 2019. The repair ticket was scheduled for September 23, 2019. The technician tested the service good to the Interface box and spoke with the customer who stated he had rescheduled the appointment. The second repair ticket was placed on September 25, 2019 for frequent disconnects and scheduled for September 27, 2019. Frontier dispatched a technician early on September 26, 2019 and has no home access however, did testing at the Network Interface device (no trouble was found). The last repair ticket was placed on September 30 for no DSL sync. This repair was scheduled for October 2, 2019 and dispatched on October 1, 2019. The Frontier technician made repairs to telephone jacks.
Mr. was applied adjustments in the amount of $152.90 between the dates of October 1, 2019 and October 14, 2019. These adjustments are for missed appointments and time out of service.
Frontier spoke with Mr. on October 28, 2019 and advised of the above and he has been provided direct contact information should he have any further questions or concerns.
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.
We have Frontier internet, we were scheduled for a service call on August 28 2019 and again October 2 2019, no one showed up either date for repairs. I have been without stable internet service since end of July 2019.
Thank you for referring the complaint of *** to our office for review. We appreciate Mrs. bringing this matter to our attention.
The Complaint states that:
Mrs. advises that she has had unstable internet issues since July 2019.
Mrs. advises that Frontier missed two appointments to repair the internet service.
Frontier has investigated the above statements and offers the following response:
Frontier records show one internet outage reported since March 2019.
Frontier records confirm the outage reported on Sept 17, 2019 had been repaired. The appropriate outage adjustment has been issued and will reflect on the October 19, 2019 statement.
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.
I called Frontier on 9/4/2019 and canceled my service. I was told that this would be done and that I would receive a prorated statement. I never received a prorated statement, I am now being told that my service was not canceled until 9/24/2019. I have attempted to contact Frontier and have been given multiple excuses:
- That I requested the cancellation for 9/24/2019
- That 9/24/2019 was the the first time that a technician could come out and get our equipment. (The funny thing is, a technician did not come out and I'm having to box up and return our equipment.)
Thank you for referring the complaint of ***-*** to our office for review. We appreciate ***-*** bringing this matter to our attention.
The Complaint states that:
I called Frontier on 9/4/2019 and canceled my service. I was told that this would be done and that I would receive a prorated statement. I never received a prorated statement, I am now being told that my service was not canceled until 9/24/2019. I have attempted to contact Frontier and have been given multiple excuses: - That I requested the cancellation for 9/24/2019 - That 9/24/2019 was the first time that a technician could come out and get our equipment. (The funny thing is, a technician did not come out and I'm having to box up and return our equipment.) Frontier has investigated the above statements and offers the following response:
Frontier has reviewed the call where Ms. called to cancel her service. Ms. was advised by Frontier that she would receive any charges that she needs to pay on her final bill. Frontier places a statement on page 2 of customer’s billing statements advising that “If you cancel your TV and/or Internet service subscription, termination of your service subscription(s) and any early termination fees 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 only prorates phone service on the final billing statements. All charges on Ms.’s final bill are valid. Frontier as attempted to contacted Ms. multiple times Via phone and has been unsuccessful in doing so, however did leave a voice message with direct contact information. 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 live in Gobles, Michigan, a small town served by Frontier Communications. The internet provided by Frontier is DSL (Digital Subscriber Line). The infrastructure is very old and unreliable hence every time it rains (even a little), we lose the internet connection. I have contacted them multiple times and their only solution is for me to reset the modem in my house while waiting couple of weeks for a technician to arrive and make the "repairs". This have been going on since 09/17/19 and the tech is not scheduled to arrive until 10/07/19. Why am I expected to pay $75.33 ON-TIME every month when the service I get is very slow and unreliable? I have the flexibility to work from home and when I do, it is a constant battle with the internet connection. This week I have had to used my Mobile Hotspot because the connection has been absolutely horrible. I have asked multiple times to escalate the ticket so the technician can come before 10/07/19 and the Frontier Social Media Account Manager stated the following: "but currently, your city if in a freeze area, meaning that we are unable to process any escalations at this time." How is this even possible or fair? I have tried to get internet service from other companies such *** (fiber), *** or *** (fiber), but they will not come to where I live because the service territory belongs to Frontier. Internet nowadays is a necessity, not a luxury.
Thank you for referring the complaint of Hack *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:· Mr. advises that he has been experiencing intermittent speed and connectivity issues with his 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 network congestion, customer location, customer equipment, and Wi-Fi network interference. Customer speeds may vary over time.
· Frontier advises that it is continually working to improve its network and its customers’ experience; however, Frontier has no specific plans for upgrades in Mr.’ area at this time.
· Frontier communicated the above to Mr. by email on October 9, 2019.
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.
I've had an account with Frontier for several years and in early in May 2019 we had an issue with vandalism where all our cable/internet connections were cut. Frontier was notified and stated they would send someone out to fix the issue. Frontier stated it can take up to two weeks and that we would receive a call to alert us when a technician would come. Within the week they arrived unannounced and simply left a note stating we missed them. The second time they came out the following week, the technician stated he was not able to fix it and that someone else would have to be called. I was furious since we clearly stated in our complaint that the cables were severed hence we needed someone who can put in new lines. Finally we decided to cancel services toward the end of May with them since they failed terribly to give us services back. When I called to cancel service they stated I needed to return all equipment and that boxes would be sent out. I waited about one week before calling to ask about the boxes and why they hadn't been sent. Finally when the lady from Frontier was reviewing my account and stated that it showed my account did not have any pending charges and that their was no active request to have me return the my equipment. It didn't surprise me because everything had labeling from the previous company *** and were old. She instructed me that I could throw it away and I received a e-bill stating I owed $0 in June. However on 9/25/19 I received a call from a collection company stating Frontier was billing me for about $232 for failure to return equipment. They never sent boxes for me to ship the equipment back or any other instruction of how to get the equipment back to them prior. I never received any bill, I had signed up for everything paperless, no paper bill was sent to the address and not one single call by Frontier to bill me before sending me to collections.
Frontier advises on each billing statement the following notice is provided: Upon termination of service, you must return equipment owned by Frontier.
Frontier advises that failure to return Frontier equipment or returning equipment in a damaged condition (subject only to reasonable wear and tear) will result in the imposition of an equipment fee that may be substantial.
Frontier records reflect on 05/16/19 an order was created to disconnect service effective 05/31/19. A return kit was mailed via UPS Ground on 06/03/19, for return of 2 set top boxes, to the address on record: ***. UPS tracking #*** reflects that it was delivered on 06/05/19 at 5:12pm.
There is no record of the equipment being returned; therefore, the account was billed $200.00 for unreturned equipment on 07/16/19.
The 08/01/19 bills reflect a balance due of $231.02 which includes the $200.00 Unreturned Equipment charge plus applicable taxes. The bill reflects the equipment as follows:
Details of Unreturned Equipment Charges
Device / Model Serial # Charge
STB / QIP7100 P2 *** 100.00
STB / QIP7100 P2 *** 100.00
Total Unreturned Equipment Charges 200.00
There was no payment received; therefore, the account was turned over to a Collection Agency on 09/15/19 for a balance of $231.02.
Frontier has submitted a request to ship another return kit for return of the 2 set top boxes to the address on record: ***. The return kit is being shipped via UPS Ground, tracking #***, which is scheduled to be delivered by 10/04/19.
Frontier advises that credit for the unreturned equipment will be provided as well as notification sent to the Collection Agency when the equipment has been received.
Frontier apologizes to the customer for the misinformation provided by the representative(s) and will address this as a training issue.
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.
Unfortunately I tried looking for the boxes and my parents recycled them because they received the information that we were to dispose of them. At this point I want them to credit me for their error and remove the collections
Regards
Frontier has no record of the customer being advised that the equipment did not need to be returned. However, Frontier has agreed, in this instance, to credit $231.02 for the Unreturned Equipment charges plus tax. The account now reflects a zero balance.
Frontier has notified the Collection Agency of the credit applied to the account and advised to remove any negative credit reporting, if reported
they have been overcharging com***ication bill. I agreed on the price $140.99 for the service phone internet & basic tv service, order # 075343733, $140.99 plus tax fixed price with Frontier customer service, PETRINA, employee ID : vpjj048.
But I received the com***ication bill amt $327.14 almost double charges.
Please adjust billing amout.
Thank you for referring the complaint of Mr. S *** to our office for review. We appreciate Mr. for bringing this matter to our attention.
According to the complaint:
Mr. is disputing his bill for services from Frontier.
Frontier has investigated the above statements and offers the following response:
Frontier advises Mr.’s promotional offer expired.
Frontier advises that the correct price for the package Mr. subscribes to is $184.99 per month plus equipment, taxes and surcharges.
Frontier attempted to speak to Mr. but was unsuccessful. Frontier provided contact information via email.
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.