Frontier Communications

I had frontier communications install a phone line system in my temporary business space. Upon moving to our new location on 7/17/19 I contacted them to move my phone system. Frontier has made excuses, will not respond, and will not let me reach a supervisor to complain. Frontier has cost me business and thousands of dollars of day because my customers are not able to contact me.

My Frontier internet service stopped working at the end of November 2018. I tried to work with Frontier to get it working and ended up going with a new internet service provider. I started with Xfinity December 6th of 2018. I tried to cancel numerous times with Frontier and kept getting bills. After many attempts I would only speak to a supervisor and twice even that did not work after being assured it was taken care of. By the way, I asked for a confirmation email and was told they could not do that. I just set up a phone service for an elderly uncle with Frontier and notice when I called the automated line it acted like I was a customer. After I taking care of setting up my uncle's phone at the assisted living facility, I asked to see what what going on with my old account. I was informed it has gone to collections for an amount over $500.

Asked to have the Frontier Secure Personal Multi-Device Protection removed from my account when I first noticed it. They never removed it, and when I go to cancel, there is an early termination fee. Will not remove fee, will not correct issue. Also service was supposed to have speeds of 500/500, they are now consistently 150 or less.

I live in northern Illinois, we had a lightning storm on Tuesday, Sept 17 at 1:45 am. Lightning hit somewhere on Frontiers line and it traveled through the phone line coming into the house and blew the modem and our phone apart. I was told a tech would be here on sept.12th, no one showed up or called, then was told again on the 13th, 16th, 18th, 19th and again all theses days there was a no show and no calls or text. I have been consistently lied to because I'm being told the tech has notified me, by what the customer service is saying. I'm told again there will be one here tomorrow. I have been without internet for 9 days now and this isn't the first time this has happen. The time before (2 months ago) no one ever showed up, but thankfully the internet came back on. I have seen techs in the next town over (10 miles away) driving around, was told on the 16 th they would come when they got in the area even if it was before the scheduled date. CS says the tech writes on his end, for some unforeseen reason they weren't able to meet all their schedules and that's when I'm rescheduled. I have always had to call to find out when the next schedule is, no one had ever called me, including the supervisor who was suppose to call me back on the 13th and to this day still hasn't!

I asked for a service to be discontinued. They continued to bill me for it for 11 months. An error on their part as they said they did not fully disconnect. They first said they could only finish the billing part of the disconnect and not refund me and that decision was final and could not be readdressed.
I filed a complaint with the fcc complaiing that they disconnected the service 11 months prior but continued to bill for it
Frontier contacted me today. Saying the happy meet in the middle is they could refund me for 7 months. Even though the service was not available to me for the full 11 months.
I take responsiblity for thinking they would be difficult. When we signed up the agreement said we would get internet at 150 and when they installed and billed us they made it 25. It took a month of calling asking why the agreement said this but they installed something else. They fixed the internet speed and billed me at 4x the original rate in the agreement. They put in so many credits and debits that they still ended up charging me more than agreed. Save yourself headaches and bad experiences.

Let me tell you what has happened.

1) My Internet monthly fee increases from $40 to $50 for the coming month. So I am curious what has happened and so contacted the frontier communication customer service. Notice the service is for the internet speed of 100Mb/100Mb (upload/download)

2) In the phone, the agent told me that because my two-year promotion contract is finished. That's why the price increases. I am fine with that. I further asked him if I downgrade the speed of the internet, what the price will be. The agent told me, for 75Mb/75Mb, the price is 40/month, and for 50Mb/50Mb the price is $30/month. I asked the agent to downgrade my service to 50Mb/50Mb. Before hang up the phone, I further checked with him if the price is $30/month, he said yes.

3) In a few minutes, I received an email saying that my bill is changed to be $30 per month. So far everything looks good, and I am happy. (I still have this email, and can show you)

4) About 1.5 hour later, I received another email from frontier communication, showing that the price per month is $54.99/month, for the service of 50Mb/50Mb. I am completely confused. I am going to be charged more, but am given worse service. Yes, they charge me $4.99 more per month, but the internet speed downgrade from 100Mb/100Mb to 50Mb/50Mb. This is ridiculous.

5) I called back to Frontier Communication immediately. The agent said some nonsense. And that they cannot revert me back to my old plan (100Mb/100Mb for$50/month), or give me 50Mb/50Mb at $30/month. This is ridiculous, and I am quite unhappy about what has happened.

No Repair for 2 weeks not I can't get a refund for 90 days. WHY?

Frontier has made 7 appointments to install my internet/phone starting back from originally 7/29/19 which I cancelled so I didn't count that one then (8/20, 8/23, 8/27, 8/30, 9/13, 9/17, 9/18), they did not show up 6 times, one time they did however they could not finish the job. Today I was told there is a wiring issue, and they never intended to come any of those days. They said they may be able to come 10/1/19. I verified with them the install before I moved in, I work in health care and need to be available by phone, I now have no home phone, no internet and no wiifi. I've set up 7 times to have an adult there and they no show. I called to file a complain and got told to do it online and hung up on. This is very unprofessional, and since they own the market here everyone is stuck with a problem.

Earlier this summer Frontier Communications contacted us to say that there was a problem with our auto billing, despite its having been used successfully for quite a few years. They requested that we call them to sort out the problem--which we did. That phone call resulted in their telling us that it was a problem at their end of the line and that we should not worry about it. Now, it turns out that they want us to cancel auto pay and reinstate it. I asked to speak with a supervisor because I want to know what the actual problem is without finding that it is only going to happen again and that I have to spend lots of time on the phone again to make this work. I was assured that: 1. if I had to call back, I should expect to have the same waiting process to speak with someone, and 2. that a supervisor, with whom I asked to speak to try to get an explanation of what actually happened, would call me back. It has now been a rather long wait and we have not heard back from the supervisor.t

I spent considerable time comparing prices of a phone/internet bundle. Multiple calls were made to Frontier, and Tracy in customer retention offered me internet plus phone at $60. My current internet bill with them was $50 and she told me my bill would increase by only $10. I decided to go with this bundle, based on that information.
Now I've received my bill and it's $72.54, considerably more than quoted and agreed upon. I called and asked for customer retention because I wanted to cancel the phone if this was indeed a correct bill. The man said "Ok I'll cancel your account and get you to customer retention", and he put me through to them. Customer retention told me there was nothing they could do, they could not cancel the phone and return my bill to $50. I asked to speak to a manager, because I didn't sign any contract or was ever told I couldn't go back. The manager told me my entire account was set to be deleted 10/8 because of that first rep. I didn't want my whole account deleted, just the phone service cancelled if it wasn't going to be $60/month. He told me they would try to cancel the account deletion tomorrow and get me back to $50 for the internet, tho he said it would be $53, which is also unacceptable.

my service has been crappy since I have been with this company well it got so bad that we couldnt use our internet at all because of the frequent disconnects which has been 765 from march till sept 19th of 2019. I have paid my bill monthly even with the service not working correctly well I contacted this company in whch I spoke with an agent named james and advised him of what was occurring with my service and since he was advised of the number of disconnects I had on my services he gave me 3 credits to my account one for $44.99 one for $77 and one foe $107 well when I went to check my new bill which I was informed by james again that I wouldnt have a bill due till sept21 2019 it showed that I was $180 past due which could not be possible with the credits provided by james well I contacte frontier and they now say they cant give me those credits this needs to be handled and their services need to be fixed and they need to quit ripping people off by charging them for services they arent receiving due to technical difficulties on their end.

On 7/9/19 I went to Frontier office in New Richmond to set up new service. Lisa, the rep in the office, assisted me in setting up account. She quoted $44.99 for monthly charge, 3 charges of $25 each for installation and a one-time charge of $9.99 for something. The first bill had $50 instead of $25. I tried calling to get explanation but was told I am not an authorized user on account, even though I was the only person in the office when setting it up (she put it in my husband's name). There was a death in my family, so I was away from home for a couple weeks and wasn't thinking about Frontier until the second bill arrived. Again, $50 instead of $25 and they added a $9 late fee. I totaled up what the two bills should have been and submitted payment for that amount. I then called Frontier and spoke with Denise on 8/16. She had no problem talking with me and I explained about double billing and death/funeral. She said she would remove double charge and the late fee. The next bill arrived and the $50 is still there. So, I called again on 9/10 and spoke with Ryan, who told me that I am not authorized user and unfortunately the code was duplicated so the billing has to run its course and cannot be removed or corrected prior the three months. I have again totaled up what the amount due should be and have made payment accordingly, so no money is due.
Frontier reps have been calling my phone the entire three months. At first, I asked what it was about and they said I was not authorized user but they wanted to talk to my husband. So, I told them to stop calling my number. They continued to call and would hang up when I answered. I called them back and told them again to stop contacting me. They told me they cannot remove my number from the account unless my husband calls and asks them to do so. They called again today asking for him, and I told them again to stop contacting me. I have also attempted to talk in person to rep, but the office is never open. There is a sign on notebook paper taped to door "Office is Closed".
In addition, the Internet service provided is spotty and does not work well.

We have been trying since April 2019 to get Frontier to come out and fix the service at 5 of our locations! They set up appointments and do NOT show up! These phones are for alarms in our barns. If the alarm doesn't call because we don't have phone service there, we could end up with dead pigs. We have also been told that they are going to come bury the phone line at our office and have not done that either. So frustrating!!

I have made two appointments for a tech to come to my house (within a four hour window) and both times the tech did not show up in the time frame. The second appointment was a rescheduling of the first. It is literally impossible to make an appointment for anything but a four hour window, even if they have previously missed appointments.

These people are completely hopeless. I scheduled installation of 500/500 internet only to be stood up with no phone call or email on five separate occasions. Two months later I finally managed to get a technician to my home only to be told that no installation was necessary and that Frontier does not actually have the ability to pass through 500/500 due to the constraints of their equipment at the hub. Mind you this is despite that fact that they have flooded advertising in my area with adds claiming 500/500 at a rate of $39.99 per/month.

Had Frontier previously. When I moved to a new apartment, tried to get them again. Tech was unable to install as there were no active phone lines and fiberoptics belonged to ***. Tech filed cancellation of install. Returned router with packaging that was sent to me by Frontier. Signed up for internet service through ***. In April, received bill forwarded from old address from Frontier for 2 months service. Called, explained situation. Was told account would be closed and since tech notes were in file, would be cleared of charges. Received bill again next month. Called again, once again, told it would be looked into and corrected. Got bill, called again in May was told adjustment put in for and would be notified when approval was received. Heard nothing. Got bill, called again in June was told dispute would have to be filed and would take 30 days. Bills continued to arrive, but amount owed never changed. Called again today, since my blood pressure could take it....Needless to say, a little more than AGGRAVATED at this time! Person I spoke with today said dispute had been denied and that account was closed due to lack of payment. ALSO, there were NO Notes of previous calls.

This company called me to sell me a new bundle package (internet, tv, phone). Our current contract had expired and we were going month to month. They sent out a technician to upgrade us to a "better" internet speed that we came to find out our area did not even support. The technician was unable/unwilling to do what was necessary to hook up the new line and left. I contacted Frontier customer service by phone the following day when all of our service were no longer working. No one could figure out the problem. We were told to wait another 12 days to have another technician out to our house. We were charged for the "install" that never happened. Because we use our phone line for business, and it was not operational, I spent another 2 days and 11+ hours on the phone with over 8 different IT and customer service representatives. The IT person was able to reinstate our internet and tv, but not the phone lines. When the 2nd technician came out to the house he worked at the outside box and had the phones working. Two days later they did not work again. Another 2 people and 1 1/2 hours on the phone ,and the answer I received was " your services were cancelled". I asked, "by whom" and they told me to call customer service back because they didn't know the answer. I have been lied to, hung up on, and billed for services not rendered. I then resorted to messaging them on Facebook. I was "assigned" a social media supervisor who emailed me and a week later has yet to make anything right. This almost month long situation is the worst experience I have ever had with a company. They are all lip service and just want our money. No one has taken responsibiity for their royal mess up. And I'm told I'm now locked into a 2 year contract for services I do not even have.

For the last 2-3 months we have been fighting to get a tech out to our house because after 7:30 pm our internet doesn’t work. You’re on hold for 2 or more hours to talk to someone. They do the same thing over and over to where we can actually do the steps for them. It gets “fixed” for about 30 minutes and goes out again. I have take 3 days of vacation from work costing me almost $500 in vacation time let alone the countless hours on the phone for techs to not show up when they are supposed to. When you call about it the tech says they fixed the problem. That’s funny, I was at home all day long and never saw a sole. It’s super frustrating and a $75 credit for not fixing something means nothing to me. Poor customer service. Poor tech support. I’m over it.

They charge you to pay your monthly bills. And there systems are always down when you call . Day 3 still cant talk with someone who can tell me what is going on with my account.

Initial Call to disconnect service 7/8/19; advised agent I already had service with another provider. At no time during this call interaction did agent advise the billing would remain active until 7/31/19.

2nd call 7/12/19, I called back due to not receiving my boxes to return equipment, at this time I spoke with Wendy who created a dispute 7445772 to cancel account effective 7/12/19. At this time she stated she would have a manager review the call on 7/8/19 and request for review of charges also stated she wasn't able to go back to the 8th.

3rd call 8/6 spoke with Fonta she stated couldn't find any dispute information and that Frontier doesn't prorate charges, would speak with her manager to have calls reviewed. Asked that I call her back the next week and she would have an answer. I called the number she provided and left a message no call back.

4th 9/10/19 call was sent directly to collections spoke with an Ella who advised me there wasn't anything she could do, after telling me it take 3 billing cycles for a final bill to print and sent me over to customer care. I was disconnected while waiting on an agent.

5th call back with customer care 9/10/19 spoke with Cheryl stated that Frontier doesn't prorate and then stated that every center has to review their own calls and doesn't know why this hasn't been done, Nothing she can do and when I asked for her supervisor/manager she said sure always calls customers back her name is Crystal. I was sent to Crystal's voicemail and I'm still waiting on Crystal to call me back.

9/17/19 I received a Collections notice from Credit Protection Association requesting that I pay $250.46; I pride myself on my credit and staying in good standing. I've never not paid Frontier and unfortunately all I've requested is for the calls to be reviewed and my bill pro-rated for service I didn't use. I the initial agent 7/8/19 would have stated your billing remains through 7/31/19 I wouldn't have made multiple calls to resolve.