Frontier Communications

I called on September 20, 2019 to cancel my service with Frontier because the TV and Internet service was horrible. I got a confirmation number that the service is disconnected and should receive the boxes to return the equipment within 3-5 business days. Now they will not send the boxes until the billing cycle ends on October 6, 2019. They said that they couldn't prorate the bill and that I was responsible for the bill in the full amount of the whole month. That's not right. I even asked to speak with a superior and conveniently they were on a day off. I am not paying for a whole month of service that I am not using. I refuse to.

My mother unfortunately passed away. Services with Frontier were cancelled because my mother had passed and the prior month had been paid. I received a bill for the entire month that was cancelled stating that a company policy said that I would be charged for the whole month. After restating that my mother has passed they told me that I would need to send a death certificate, a court order, and a will/trust until they would escalate the matter further. I will provide the death certificate but have no court order and do not feel comfortable sending them a copy of the will. I asked to speak with the manager and after being on hold for over half an hour I was hung up. I am disappointed in the service and treatment I received and as I am not on the account, I have no responsibility to pay for the account.

I called to disconnect services on 9-14-19. My bill has jumped to over $252.00 a month when my brother in law pays $180.00 in the same state 1 town over. I have done nothing but pay my bill for years and this is how you treat a valued senior customer. I do not have the time to call each time and argue with you on the phone to decrease my bill. This is the most horrible customer service you could possible offer. I cancelled my account on 9-14-19.
On 9-25-19 I called the same number and got a call center in West Virginia to pay my bill and check what I owed, I was told I cancelled on 9-16-19. No I cancelled on 9-14-19. I am very clear of that. I was told I have to pay the whole bill because you can not cancel in the middle of a cycle. Great surprise. Why was I not told that when I was on the phone the first time to cancel. Shame on Frontier. Again extremely poor customer service. I now mailed back the TV box and wires in the sad cardboard box you sent me on 9-23-19. You better not tell me it is broken. I kept my receipt.
Shame on Frontiers customer service. I trusted you years ago when you sent sales people to our driveways to sell your product. I expect money to be returned to me for he service you disconnected on 9-14-19. I do not know how you are allowed to be in service.

I called in on May 21st because my internet had been down for a couple of days and they did some trouble shooting on the phone with a tech and said they would have to send someone out but it would be a week or so. I originally called in on June 25th and spoke to the cancellation dept. to cancel my internet because it had been down for a while now and this hadn't been the first time. Technicians had been to my home several times to change out the box and so forth. When I called in on June 25th I stated that I wanted to keep the phone service but cancel the internet, I called back on July 5th because I realized that they still had not canceled the internet and during this conversation I brought up prorating the rest of the month because I would not have the service any more in which she claimed they didn't do. I found this displeasing especially since they didn't disconnect the internet when I had called in the first time. I then asked the girl to give me credit for the time that I didn't have any service and she stated she needed the exact day to do so, I then told her that she should have it in her notes because I obviously had to call in that day. She told me that she did but needed to hear it from me, I became very frustrated and told them to just disconnect the internet. On 9/21/19 I received a notice of account past due in the amount of $251.52. I log into my online account and see a bill for $381.78 and to my surprise they had not canceled the internet after being asked to do so a second time. I called in and spoke to just a customer service rep and she said it showed in their account that I didn't have any service from May 21st till August 19th. I called in today 9/25/19 to cancel for the 3rd time and was told I would get a credit of $164.97 but that hardly covers it, not to mention she said that she would have to still get it approved.I also canceled the phone line today as well. I'm not sure why they are still in business. I had been a loyal customer for years and never been late on a payment and done without internet more than I had it and most times never even bothered calling in and just used my hot spot, It's unfair that most people have no other option for service.

I have made numerous attempts to contact Frontier to fix my internet. My service hasn't worked right in a long time. A new box was sent that didn't help the problem. Now when I call it kicks to a call center and no one picks up. I can just hear people talking. I just want my internet fixed. I should not be paying for something that never works.

I have had Frontier internet service for my apartment for the last 6 months.
It probably crashed 5 times within that period. I called and made multiple attempts to get the issue resolved. someone was assigned to come out to my apartment twice, both times they didn't call or show. I called back because of this and it went on for about two weeks and decided to cancel. At this point I already had a pending charge from them and asked for them to refund me because I would not be using the service.They said they would no longer be able to do anything for me because I canceled the service, and I just do not agree with this. They did not provide a service therefore I do not feel I should be paying for it.

I had contacted customer service on 8/29/19 due to a premature stop on my cancelled service of 9/1/19, leaving me with no internet for three days before my move. I own and operate a home business, so this was not good for me. I did call and they said they would call me back to get this taken care of, this never happened. I then called and someone stated my service was turned on again, which it was for about 30 minutes, then went out and never returned. I had spoke to customer service on 9/4/19 and asked for a refund for the days I had no service, which was told to me I was owed a refund of about $10.
I called today after seeing a charge for disconnection of service of 9.99, which I am fine paying, but I should have had a credit from the last customer service interaction.
The customer service agent was very blunt, stated that because I had already paid the bill and cancelled service, she could not issue a refund or credit and she had no record of the call I made on 9/4.
I had spent over 3 hours trying to resolve these matters on 4 different occasions.

I have not have Internet Service for over 3 weeks. I have contacted Frontier numerous times to set up appt for service to come out and each time, they have failed to show up. I have been promised over 8 different times and dates in the past 3 weeks. Each time I have had to take off of work, and wait all day for them not to show up. I then proceed to call to reschedule and then placed on hold for 40 minutes, hung up, or finally get schedule for the next available date which is 5-7 days away. This has proceeded to become not just frustrated, but time consuming, and very costly, since I am now having to go over my data on my phone. and my children are NOT able to do their homework. This is NOT the first time this has happened. Two years ago some thing but also our phone , and this was connected to my Mother lifeline. They are not caring or feel the need for timely service

Had Frontier for a couple of years and when moving to our new home there was countless mistakes when trying to transfer service. Had a scheduled day for tech to come and install service, tech did not show up so I called customer service. The rep told me that frontier did not service our area. I said ok then we will just cancel our installation and account. About a half hour later tech calls to say he is five minutes out. I let him know what the rep told me and he said she was wrong and he can be here in 5 minutes to do installation. I let him know to come and I called frontier. I explained everything that happened and ask the rep to turn the service back on. She told me the last rep never turned off the service so I can just let the tech come and install. The tech came and installed service. The next day I tried to use the service and it was not working. I called in to troubleshoot and nothing would work. Frontier told me the equipment is installed but they don’t see anything running. The rep then told me they could send someone out in two weeks. After dealing with this department for hours I decided to close my account and go with another provider. I canceled my account and the next month received a bill. I called the contact center and explained everything that happened. They apologized and assured me that the account would be closed. I was on the phone with the rep for two hours and then they transferred me to another department that finalized the cancellation. After being on the phone with that department for another hour I asked if I could get proof of the cancellation due to all the issues I had. She said they do not provide anything like that but because I had finalized everything with that last department the account was closed. 6 months later a collection agency contacted me for a charged off account with frontier. I let them know everything that happened and they filed a dispute. Frontier then dismissed the dispute and said I owed the money. I called frontier to see what had happened and asked that they bring up the call from March when I canceled the account and they stated that they could not do that because the account was closed. I told them they had falsely reported me to this collection agency and now has gone on my credit report. I asked to speak to a manager and after waiting on hold an hour the manager said there was nothing they could do. They told me to wait on hold while they check with another department and hung up on me. When trying to call back right away the customer service department was closed. I called again a couple days later and spoke to another manager and after talking with her for two hours she said she would not be able to do anything. I asked to pull up records and she said because the account was sold to this collection agency and frontier had been paid they have nothing to do with the account. While I was on hold to speak with the same manager and the collections department and frontier I called the collection agency that was contacting me. The agent from the collection agency that the account was “sold” to told me they work for frontier as a third party and they can’t help me they have to do what frontier instructs. The third party collection agency told me they have not paid for my account and they are attempting to collect on frontier behalf. I then hung up with the third party collection agency and continued to wait for frontier to get back on the line. The frontier collection agency then gets on the phone to tell me the same story they can’t pull up my account because it’s closed and can’t pull up any records or phone calls from when I had called last. I then asked if they can pull up statements that would have been sent to me after the cancellation because there was none sent to me and they said they could not do that. They told me it sounds like someone made a mistake and to just pay the money they claim that I owe. I said I need to talk to corporate or any president of the company that can help because at this point they have given my information to a collection agency in error as I owed them nothing and also have reported to to the credit agency’s and affected my credit. They said you can call one of the people you see on our online page. I said do you have a name or number anything to help me as I have already spent countless hours on the phone and he said no. I then went online a found a corporate officers number and called left messages and have not heard anything. I had no issue with this company until I moved in to my new house. But since the last incident when I received a statement after I closed my account in March 2019 I have not heard anything from frontier until this collection agency called me in August of 2019. They stated that the bill was for May and I told them I never received any additional bills or calls for any of it. Also when I closed my account in March 2019 the rep told me that there has been no signal or sign of me being able to use the account as the equipment had not been properly installed and they would not be able to charge me for the bill because there was no service provided to me. I have exhausted every recourse I can and am now asking for your help. I can guarantee that I do not owe this company money and would not spend hours on the phone fighting with them if I had owed them something. I have been harassed and falsely accused. They have absolutely no record of anything to be doing this to me.

had internet for years worked fine for some years .the last 2 to 3 years nothing but trouble .I have to call 2 to 3 times a week then wait a week for them to come out and try to fix it .needless to say they never fix the issue.The guys in this area say we are out to far ,but keep adding people and lowering our speed I have been paying for high speed internet for years and getting 1 m now and the internet is off more than on .the guys that come are rude and say speed needs lowered but I hove no speed that I pay for.and no matter what they speed is it does the same thing same thing and now its worse at 1m. I have called and called and called they will not fix the issue.

On Sept 12, 2019 I reached out to frontier regarding a statement on my credit bureau regarding an account with frontier. I havent had frontier in years so I called frontier to inquire about said account. Come to find out the address is one I've never lived at and so the CSR and I deemed that it must be fraud. The individual on the phone stated it happens all the time and I'd just have to fill out their fraud packet that they send out and return it. He said it would take up to 30 days to resolve. I said this was entirely too long for something fraudulent to sit on my record and asked if I could just pay it to get it off of my record because it is only $110. He said they dont delete it, it would only reflect as paid. So I asked to speak to a supervisor.

I was directed to a Mr Steven ID # ***. We discussed it in length and I asked him what info they had on this account tying it to me. They have NONE. No contact of any sort. I asked how someone could get something in my name without signing for it in some way shape or form. They have no call log, no physical contract, nothing at all tying me to this account. So I asked Mr steven if he could kindly remove this from my credit report. He then agreed and said he submitted a remedy ticket # 880956. And told me it would be deleted from my credit report. But asked if I would go ahead and fill out the fraud packet and send it back in. I agreed to do so. Mr Steven said he would reach out to me the following Tuesday to let me know the outcome of the ticket number. That call never came.
Sept 23rd rolls around and it was still reporting on my credit report and I had not received the fraud packet. So I call back to speak to frontier and see what was going on. The 1st CSR I spoke with had no idea what was going on and transferred me to collections. Collections said what was written in the notes barely made sense but there was no faud alert put on the account and no fraud packet had been sent out. I then asked about the remedy ticket and this person had no idea what a remedy ticket was. I again asked to speak to a supervisor and he didnt even know what a remedy ticket was. I then simply asked if he would follow through with what Mr steven had promised and he flat out refused.

After this I found the paper that I had the remedy ticket number written on and called back and spoke with another CSR. This one actually knew what a remedy ticket was, but said it had nothing to do with what mr Stephen said he used it for and the number didnt match up to what was showing in the system. I asked if there was indeed a supervisor named steven with that ID number and she confirmed he was actually a supervisor. I asked if they could have the phone call reviewed because there is no reason to blatantly lie to a customer and tell them you're going to fix something and then do nothing. She agreed and told me she would have her supervisor pull the call, review it and get back to me with the results. 48 hours later and I have not heard anything back. Every call I have is recorded. They are breaking FCRA laws and as such I feel I will need to file a complaint with the CFPB as well unless this is taken care of expeditiously.

My internet service went down 15 days ago and is still not fixed. Frontier has scheduled two different appointments to come fix it and has not shown up either time or called to say they were not coming. I have missed 8 hours of work because of these appointments.

I am trying to cancel a service and was told my contract auto-renewed and cannot get out of it unless a pay an exorbitant amount. I have had internet and phone with frontier for 15+ years and I am led to believe I can only change or cancel my service in February of every other year or pay a major fine.

Hello, I been a client for the company for the last 10 years, never pay late. On 08/19/2019 I order the cancellation of the service because Frontier stopped have Bein sports channel, the order *** was processed on 08/20/2019 the equipment was returned and Frontier received it on 08/30/2019. I received a bill for the services that were cancelled on 09/09/2019 for $278.46 - 31.06 = $ 247.40, I call and the explanation was that they were able to processed that cancellation until 09/09/2019 and that I have to pay the balance for the service.

I have been miss-informed throughout every single portion of my experience with this provider. After moving into a new apartment and being given only one option for service I contacted the company directly at the toll free number. After speaking with representative I decided to call a local rep who is supposed to be assigned to the community I live in. I called this rep and was told that the channels and information about the services were not correct. I worked with this gentleman and went back and forth trying to find the right fit for services. This is where it did not get better but kept getting worse, after being put into a situation to upgrade to a more expensive package to get services I placed my order. I was told that I would get my services on 08/31 and that I would only have 25.00 installation charge discounted from 75.00 plus the 9.99 shipping fee that could not be avoided and it would also include 100 visa gift card and 1 year subscription to *** for free. I was told that the internet speed would be 500/500 and I would get all the channels that were important to me that I had spent extra money for. The day of the installation came and I had a delivery window of 10 am-2 pm. After hearing nothing about the install I called in and told I would still get my Installation. At 5:55 pm I received a text message that my appointment was changed due to an unexpected delay to 09/09/19! almost 10 days later after waiting 5 days for the first date. I then contacted the rep again who apologized and said he would get the district and area manager involved in moving up the date and some compensation for my inconvenience. The date was then moved up to 09/03 which was much better than 09/09 but still disappointing. The day I got my service is I was excited only to find out that the service was under-performing based on promised speeds, used equipment that had recording on them (I paid to have shipped) and that some of the channels that were important to me were not included after being forced into spending more money on a package to not get other channels that were important and clearly necessary during the conversations I had with the rep. The rep was shocked and said he would find out only to get back in touch with me and that it isn't available in the package and if I wanted those other channels that were in the cheaper package I would have to spend even MORE money. He then told me if I wanted to make any changes I would need to call customer service. So the second he knew that I had the service installed he then couldn't help me. I called in immediately only hours after my installation and got a very helpful customer service rep from the toll free number. He said not to worry he would change my order to drop the cable and keep the internet and my bill would go down to around 55 a month and would still include the the 100 gift card and free *** for 1 year. He told me I would receive a box in 5-7 business days to return the equipment. After no box and a email I would have a bill for 194 I called back in and was told I would still get the boxes and I would not owe 194. After then receiving the paper version of the bill and still not box I called in again. I was told that I would have to pay the 194 bill and their is no way to prevent it and no one could help me and that they would send the boxes again. I told them I would not pay for cable service I canceled the same day and was mislead on. Since then I have contacted help on the website and they said they do not see any service has been canceled and they couldn't send the boxes and then after a few minutes said he could send the boxes but I might get charged AGAIN for another month of service.

I have Frontier internet nothing but problems no internet or slow I try to work with them .My service problem has not change my next door neighbor has same problem and frontier tells them same thing they tell me no problem in the area just sunday on 09/22/2019 internet went out at 2:00pm I call on the phone for a hour I ask rep three time is there a outage I was told no then close to the hour on the phone rep came back on saying there was a outage .The service came back on at 12:30am Monday I call for credit they gave me two dollars off my bill .Frontier is my only wire provider I pay ever month for slow speed s droping wifi they swamp the modem still have same issue please help

I signed up for a 2-year agreement of Internet service. Per the representative, after 90 days I am eligible to receive a $100 gift card. They stated "If you get the 2 year contract, you will get a $100.00 Visa Reward Card and a free installation fee".

However while attempting to redeem the reward, it had its own Frontier terms and conditions which included signing up for a brand new 1-year agreement... which makes no sense considering I'm already in an existing 2-year agreement and only 90 days into it. Any changes to my Frontier terms would violate the fact that I have an existing 2-year terms. The rewards terms stated "You agree to the Frontier Terms and Conditions on your internet or internet and video Frontier Services on a new 1 year term agreement. Pricing does not include government imposed and Frontier assessed taxes and surcharges. Should you cancel your service before the 1 Year Term Agreement ends, there will be an early termination fee (ETF). The ETF may equal or exceed the dollar value of your gift card. There will also be a $9.99 broadband processing fee if you disconnect internet service. In addition, you understand there are important terms and conditions of service, including an alternative dispute resolution provision, that you should review that are available on Frontier’s web site under the “Residential Terms” link at http://www.frontier.com/terms/. In closing, you agree that your electronic acceptance of this agreement is and should be considered the equivalent of a written contract and will be just as enforceable as a written contract would be."

I called Frontier on 9/13/2019 to see if we qualify for high speed in our area. The customer service rep. Romona said that we could get 70 mbs download speed. So I setup an appt, for 9/242019 between 8 am - 12pm. On 9/23/2019 I got a postcard in the mail form Frontier stating that they had tried contacting me. So I called customer service right away. I was told that we can only get 12 mbs speed because thats what the person before us had and that we had to get accumulated to our house first. What!!?? It didnt make sense. So the customer service rep transferred me to tech support. Tech support said that we have to get the 12 mbs speed first for 2 months then we can upgrade to 70mbs. The reasoning was that they have to run the high speed cable to our house. Well guess what. we do not have any cables for internet running to our house now. So they have to run a cable anyway. The tech support person agreed but they will run the regular speed cable first, then in 2 months will return to run the high speed cable. Really? I terminated the call with him and called customer service back. This customer service rep seemed like she knew what she was talking about. She said that their system only shows that we can get the 12 mbs even though both our neighbors have the 70mbs through Frontier. However, she went on to say that when the tech arrives on 9/24/2019, they can make the determination at that time if we can get the 70 mbs speed. If so they will run the appropriate cable. On 9/24/2019, at 1030 I get a call from Frontier scheduling department asking to setup a date to have service installed. I told her that the tech is suppose to be here today between 8am -12pm. She said that there isnt a due date in the system. How can that be when 2 customer service reps confirmed the date? She said that she will try to escalate this matter and have a tech out today. She said she would call me back. 20 minutes later a get a text saying "Thank you" for your order. Your schedule date is 10/02/2019 between 1pm - 5pm. Unbelievable! How is this company still in business. I dont even have service with Frontier yet and this is how we are being treated. Im thinking I need to cut and run while I still have a chance.

Really no services at all. Canceled my installation on Sat without any call or any notice. Rescheduled again on Tuesday, take 1 day off to stay home to wait for the installation, well, no one showed up again, called multiple times to try to check the statues. no one, no one really helped to answer why the technician not coming, and what time will come.......
I won't suggest you do any business with Frontier Communication company, unless you have plenty of time to waste.

frontier hangs up on me when I call to complain about my phone not working properly. the online chat says I have a tech scheduled but none ever arrives. I regret being transferred from verizon. my phone doesn't work for days after it rains. I can't continue to stay at home waiting for techs that do not show up. I can't conduct business under these conditions. I pay for maintenance inside and out. btw...I keep copies of chats.