Frontier Communications

Really it should be zero stars!
Frontier communications operating systems and call centers are a joke!
Between leaving us out of service for a month due to lack of technicians (which just speaks to the quality of their business) the the customer service and billing department that left me on hold for over an hour just to send me to voicemail and then have a full voicemail box , no wonder the woman from billing snarked when she sent me to her “supervisor” knowing she wouldn’t answer. So needless to say my issue isn’t resolved and they can’t help me ! Also they have no email to which I can find, to reach their corporate office .
I’m located out of Ohio . And Tina was the supervisor that I never reached.
Also on top of all this I revived my bill late in the mail, and late fees on top of that for being 20 days late on a bill I got on the 19th that was “due” the 7th then a final notice which I believe I received after calling Monday and speaking to a woman who was less then helpful .
So countless phone calls no resolutions and rude business.
You’d think a business who cared about their customers would have better effort to be able to be reached and fix issues.

I originally had *** Fios, and Frontier Communications purchased the contracts of *** Fios' customers in my area. During the switch, there was a glitch in Frontier's system, and Frontier didn't receive all customer's information. This was not the fault of the customers, but an issue between *** Fios and Frontier Communications. I received military orders, in 2016, and had to transfer. I called Frontier Communications to inform them that I received military orders, and that I needed to cancel services. Frontier Communication informed me that they couldn't disconnect services because the account could not be verified. I was told that they could verify with my SSN, but since it wasn't transferred, because of their system glitch, they couldn't verify it. I was told that the other way that the account could be verified is with my date of birth, but due to their system glitch, they didn't have my date of birth. Frontier Communications created a pin for the account, but couldn't tell me what the pin was. Consequently, Frontier Communications would not disconnect services, and continued to charge me for services at an old address. After a few months, Frontier disconnected the services due to non payment (I didn't pay for services for an address to which I didn't live).

On September 26, 2019, I called Frontier to inform them that the account was reporting as a charge off on my credit report. Frontier told me the same story about not being able to verify the account. I asked them what I should do, and they told me that I should contact the credit bureau. I informed them that I had already contacted the credit bureau, and disputed the charge. When the credit bureau contacted Frontier Communications, Frontier Communications told the credit bureau that the charges were valid. Consequently, the information remained on my credit report. After informing Frontier Communications of this, the representative told me that they had no way of updating my credit report. I informed the representative that since Frontier Communications is the reporting agency, they must have a means to update the information. The representative insisted that Frontier Communications has absolutely no way to update the information on my credit report, although Frontier is the reporting agency. I asked the representative what was I to do, since they will not talk to me about the account, and they can't verify the account, and they can't update the credit report. The representative told me that I needed to contact the credit bureau. Once again, I reminded the representative that I had already disputed the charge with the credit bureau, but since Frontier Communications told the credit bureau that the charges were valid, the information was not removed off of my credit report.

Frontier is violating protections I have under the Soldier and Sailor's relief act. It is not my fault that their system didn't transfer my information with the switch, which made it impossible for me to verify the account or disconnect services. The representatives acknowledged the system glitch that didn't allow me to disconnect services, due to military orders, but Frontier Communications is refusing to remove the information from my credit report. Frontier Communications' representative told me several times that they had no means to update the credit report with accurate information, which is a violation of the Fair Credit Reporting Act that requires the reporting agency to report accurately. I asked which department is responsible for updating the credit report, and I was told that no department in Frontier Communications is able to update the credit report with accurate information. Moreover, I continue to incur damages from the negative reporting on my credit report.

Around September 4th a large thunderstorm swept through our area and left many without phone/internet. I receive internet services through Frontier Communications. I have called to report the outage. I originally had a scheduled fix date of September 18th, in which I took time off from work but they failed to show up. I then called and spent nearly 2 hours on the phone trying to get answers as to why they didn't show up, the best answer they could give me was due to "unforeseen circumstances" and couldn't tell me when they would be able to fix it. After I hung up, I received a text message saying that my next scheduled fix date was October 8th!
I had to drive 1.5 miles down the road from my house to be able to make this phone call (and any other calls I need to make) as there is no cell reception at my house. My main concern for the last 25 days, I have not been able to call 911 from my house if I had needed to. Shouldn't this be a public safety concern? It's not like I live that far in the middle of nowhere, I live on a paved road, have electricity and running water, neighbors, etc. Right now, if something happened to myself or someone in my home (or if there was a fire or someone broke into my house), I would have to drive to a neighbors and hope they were home, or drive 1.5 miles down the road to find enough cell reception to be able to call. I have a small child in the home as well.
We have called Frontier several times (spending several hours on the phone) and nobody seems to be able to help us. Why are we being ignored. Every time I call them, I tell them I am unable to call 911 without the internet...but that concern means nothing to them. I am tired of being patient for the past 25 days! This is absolutely unacceptable of a company that provides a service that I pay good money for. I have always paid my bill on time. This is also not the first time I have had an extended outage of service (although it is the longest I have had so far).
After this storm, my neighbors were left without phone/internet (and were also unable to call 911 from their home) but theirs was fixed over a week ago, and they have since received a message that the outage in their area has resolved.
We do not have a landline phone because it crackled so bad you couldn't hear anything on it (but that's a separate Frontier issue entirely).
I have tried reaching out to a few people that work for Frontier, but nobody seems to be able to help me. I have been a Frontier customer for over 8 years. I would love to, at the very minimum have my internet service restored so that I can call 911 if needed as well as be able to communicate with others when I am at home.

after price increase I was not notified about I decided to cancel service. Using less then 1 week of service I was told they don’t pro-rate bill I would be responsible for full bill plus charges for discontinuing service. I was told they would send me boxes to return equipment, after waiting 2 weeks for boxes I called Frontier I was told there was no order to send boxes. I’ve since waited another 2 weeks and called a second time about boxes again I was told
there is no order to send boxes. I’ve spent hours on hold waiting for customer service, I’ve been charged for services that haven’t been delivered and now I can’t get what I need to return their equipment. Please help!

My Internet service was not working properly I called the company in June to have this fixed. In July they sent a technician to my home to fix it and he stated that the problem was not within my home it was at their office. I’ve been re-contacted the office and they stated they didn’t see a problem. I called back a few weeks ago to try to resolve this issue again. They are stating that I never had Internet service with them and they are unable to add it to my account because they added a toll restriction to my account. They removed my Internet service without my permission. They are refusing to add it back to my account even though my account is current and I do not owe them any balance. I am unable to get Internet service with any other company due to its availability in my area. I paid for the Internet service for a few months without them correcting the situation or giving me a refund. They are refusing to help me in anyway

For over the past year our DSL internet has had disconnects monthly, sometimes it last 1-2 days or all throughout the month. I have called Frontier to get a "ticket number" for service and also called out local friend who works for the company. Currently we have only had 9 days of service for this month. Often times the phone line is out too. It has been reported to me several times what the problem's consisted of, for instance; one time it was the line at the office was cut, another time it was pulled out of our port and plugged into someone else's, another time a booster was applied on the line on the road and it was smashed, another time it was b/c we didn't "have the correct filters" (which had been replaced initially and we've had nothing but problems since it was changed), was given a new modem-problems continued, was told to unplug our electric fencer stating that was causing all of our problems, the fencer mind you is only plugged in during 4 months out of the year and we have continued problems all year long, other times they can't figure it out but it miraculously starts working when they send a tech. The appointment currently has been changed 5 different times for the current ticket number. Last night I called and was hung up on when waiting to talk to Billing to get credited for our service that has been out. I have reached out to the FB page with no results, last night reached out on the FB Messenger requesting an account manager who has been assigned but nothing has been done to expedite a resolution. Children in my home need to use internet to complete some of their assignments for homework and multiple times I've had to leave home in order for them to complete their assignments. This has gone on for over the past year.

I cancelled my service after many attempts to rectify my issues and frontier refused to resolve them but now want me to pay disconnect fee. I was almost a month without service due to a hit line That was no fault of my own, after several back-and-forth with frontier to fix the issue my speed was never at what I was paying for. They did not hold up their end of the bargain so I canceled my Internet service as I was tired of fighting with frontier to receive what I was paying for

I signed up with Frontier on May 23, 2019. I cancelled the service on Augst 22, 2019 and had my phone number 'ported' back to *** Communications. The company deliberately refused to port my phone number until August 23, 2019 so they could bill me one extra month of service which I did not receive. Further, the offer made by them in an mail 'flyer' stated that there was no contract and therefore no cancellation fee ($199). Nonetheless, they are charging me $750 as a final bill and refuse to adjust the bill for either issue. Further, they said I either have to pay the bill in full or they will send it to 'collections'. This is both repetitious and crooked!

Closed an account of 25+ years. Frontier Comm opened an unrequested new account, sent new modem, began billing to incorrect address, agreed to cancel—but didn’t and continued billing, failed to provide box for modem reship and escalated charges. Charges were dropped each time I called, but continued monthly. This has continued for nearly 4 months!

I have a land line with Frontier. Every few months the line goes dead and the main line to my mobile home park needs to be serviced. They have had a standing work order since 9/4/19, #4443976. Nothing is being done! I'm paying for nothing and would like reimbursement for non-service, along with getting my phone line fixed. Maybe it's cheaper for them to lose me as a customer than to fix their infrastructure, but I need my land line. I use it for all my V.A. business, among other things.

To make matters worse, now Frontier's customer service line won't take me to a representative. I negotiate the menu and finally get to the point of waiting to talk to a human, and I get disconnected (three times so far). I won't be ripped off and need your help. Frontier won't take my calls, basically.

They don't even deserve a star. We are a business that relies on the internet being up and running in order to serve our customers. I have literally been on the internet chat (thru a hotspot) with them since 1:23 pm today and it is now 4:22pm and still have not gotten anything resolved. I have been transferred to 5 different people now and am waiting to be connected to my 6th. Our internet went down late morning and I am getting nothing but a run-around. First chatting with tech support, then being transferred to Business, and to Business again, then to Tech Support & Jose there wouldn't even let me finish getting him up to speed on the reason why I was chatting before he in the middle of things transferred me to Business again who then said they couldn't help with tech issues and I am now waiting to be transferred back to tech support. So basically 3/4 of the day, my business has not had the internet but I am paying for the best they got! They should be investigated as to the type of service they say they provide and what they actually provide. If I could go somewhere else for internet I would but unfortunately they are the only ones on the playground.

I was going to switch to frontier to lower my phone bill, but they never came to my home. My husband stay home all day waiting for them lost a day of pay, I was going to get internet & phone but the technician never showed, all this time I thought I was still with spectrum. so I called spectrum to find out about something with my phone and they told me I wasn't with them any more. Any way Frontier is charging me for a technician that never showed, I called Frontier three time to argue with them and they tell me different story all the time .so they put me into a collection activity .

I originally called in July of 2019 to disconnect my cable, but keep my internet. Knowing we would be moving out of our house soon but did not have the exact move out the date. I also inquired on that call, WHEN I should cancel internet services. The representative on the phone from that call instructed to cancel cable closer to the move out date. What he FORGOT to tell me was to cancel it prior to the next billing cycle. I had to follow up 4 times after that original phone call in regards to never receiving my cable return box. On the fourth call, a week later I finally received the return box at the incorrect address. The bills seemed to make it to the correct address but not the return boxes.

Next, follow up call was regarding canceling my internet - the representative responded by saying I was 3 days past my billing cycle and I would be charged a new billing cycle even though our house was sold and we were no longer living there. I understood and confirmed my LAST payment will be the last time I would have to follow up with them - confirming my balance would be zeroed out and I would no longer be an active customer and the representative confirmed.

3 calls following up about my INTERNET return box that I have still yet to receive a month later, I received a bill instead. There was an early termination fee that was never discussed with me on ANY of my prior phone calls and all these other charges the representative could not give an explanation of. Like all the prior phone calls, the representative confirmed it would be sent out today (9/26/19) to the NEW address that she "didn't have on file" and to "follow up in three days to make sure it was sent out" (which would be the 9th time total calling in regards to return boxes)

This is the most UNORGANIZED scam-like company I have ever dealt with for being such a large corporation. I feel that they keep it this unorganized because this is extremely frustrating and time consuming for the customer to have to constantly follow up. UNPROFESSIONAL representatives and software that does not show any account information or history of prior phone calls in regards to an account.

Frontier installed service for a neighbor. The installer cut my service line. Frontier denied cutting the line. I have photos of the cut line. The installer did damaged the grass, left trash and a tool in the yard. They returned to get the tool and claimed they were not the installers. Frontier customer service staff stated on three separate conversations that a supervisor would call back. I never received a call. During the final attempt I made to resolve the issue, Frontier customer service staff stated no one would call back, that I could not file any complaint nor would anyone at Frontier do anything to resolve my complaints because I am not a Frontier customer.

I have had Frontier FiOS service installed earlier in the year, with Triple Pay and everything was working perfectly fine and dandy for the first few months. The video service and landline phone service suddenly stopped working. I had called the customer service and lodged the ticket with them to repair. Note that Frontier was able to restart and reboot my equipment remotely several times even before the technician came out, so somehow the connection was fine.

When that tactic did not work, a technician was scheduled to come out and make the repairs, and over the course of the repairs advised me to replace the phone jack. I am not technical enough to understand, and I agreed to proceed with it. I was NOT explained about the charges associated with it. The first time I got the charges was in the bill. Since I have set up Autopay, the bill has been paid in full.

What as a customer I do not understand is if a working service stops working and Frontier has to come out and repair, how am I responsible for the same given the above circumstances? It is important to note that all the while my internet service was working perfectly fine.

They didn't such off service on dates contacted and want me to pay for all the time it took them to such off services. I have contacted them several times trying to resolve the problem but have gotten nowhere.

My internet service is not satisfactory to begin with, long wait times for pages to load, will not play video feedback well. I was without internet for a week due to a mistake made by Frontier Communications. I work from home and have deadlines that if not made I do not get paid. I had to pay $100 of my own money to use my hotspot WiFi through *** in order to get my work done.

I changed my service in June of 2019. I canceled cable, and the home phone, but kept the internet service. In July of 2019, I returned all the cable boxes, remotes, and power cords using the shipping boxes and labels provided to me by Frontier. I had five standard cable boxes, and DVR cable box since I started the service back in 2017. I increased by internet from 100 Mbps to 300Mbps. That did not require any new equipment. The technician came out and made the upgrade using my current modem. In August I received a bill for $1100, and (additional $159 for taxes due to the high bill) for unreturned equipment, and then on the September bill they charged me again more charges for unreturned equipment. So unprofessional. UPS Tracking Number's - ***, ***, ***, *** Called and provided shipping label information. Two days later verified they received all equipment but said I would see the full credit on September statement. I have now received my September statement, and I still have not received the credit for the returned equipment. I called customer service, and she said they charged me a few times for different equipment that has never been on my account and that I would see the credit on my next statement. I now have a past due of $1500. I have to pay, or they are going to disconnect my account for their error. Per the rep do I have a balance of $209 that I am responsible for paying. I do not issue paying that.

I changed my service in June of 2019. I canceled cable, and the home phone, but kept the internet service. In July of 2019, I returned all the cable boxes, remotes, and power cords using the shipping boxes and labels provided to me by Frontier. I had five standard cable boxes, and DVR cable box since I started the service back in 2017. I increased by internet from 100 Mbps to 300Mbps. That did not require any new equipment. The technician came out and made the upgrade using my current modem. In August I received a bill for $1100, and (additional $159 for taxes due to the high bill) for unreturned equipment, and then on the September bill they charged me again more charges for unreturned equipment. So unprofessional. UPS Tracking Number's - ***, ***, ***, *** Called and provided shipping label information. Two days later verified they received all equipment but said I would see the full credit on September statement. I have now received my September statement, and I still have not received the credit for the returned equipment. I called customer service, and she said they charged me a few times for different equipment that has never been on my account and that I would see the credit on my next statement. I know I have a past due of $1500. I have to pay, or they are going to disconnect my account for their error. Per the rep do I have a balance of $209 that I am responsible for paying. I have not to issue paying that.

Frontier communications all of a sudden went up on my monthly phone, cable, and internet bill for this September month. They over charged me for an extra dvr box when I only have one box in the house. I called and talk to two agents for two days in a row but they said that there's nothing that they can do due to computer program system. They both told me that next billing Frontier should adjust my account to correct it but then I asked them what about this month overage that they're making me paid. They said that there's nothing they can do at all. I think that's fraudulent and theft by overcharging their customers.

I have had service active for 2 years. I had no other accounts in my name. I received a letter stating another account with a balance of 827.30 and unless it was paid my current service would be cancelled. This account was a fraudulent account. The customer service representative explained that the equipment had been collected and there was never a bill generated for the service. She stated an adjustmemt credit of $100.00 had been applied. The address she gave was not an address of anywhere I had ever live. I also questioned how 827.30 was a balance remaining if the equipment had been collected and no bill was ever generated. The service rep began to give me every excuse of why she couldn't answer my question. She continuously put me on hold. I was in the middle of my final exam when the representative told me all services have been terminated until the Collections department concluded the fraud investigation. I explained to her that I was in the middle of my final that was due by midnight. The final was 50% of my grade and now because the representative took action before explaining what would happen, I cannot complete my final and fail my class. I have to pay $1800.00 to take the class again due to this. I asked for a Supervisor and the representative hung up on me.