Frontier Communications

I was on the phone with frontier 3 hours and 21 minutes. I have proof of phone bill and screenshot showing time , length of call. I was transferred six times to other people or back in the hold Q. My issue is this I called to cancel my services on Aug 5,2019 because Frontier could not get me more that 6 Mbps in my area. This is the ONLY reason I cancelled. so starting at the beginning. I had already paid the month of Aug. They would not credit anything even though I only used 5 days out of the month. Ok, what ever just cancel, they then indicated that there is a $9.99 cancellation fee. Not happy but ok. I get the Bill and the bill has the $9.99 cancellation fee as well as a $34.67 CHARGE, that stated WV Settlement Credit.. No one could tell me what this was. They told me its a WV tax that is owed when a person cancels service. then they told me that is was something old that was owed on the bill. First of all I have this service for 4 years, nothing was owed on this account/ Collection dept stated this was a charge and they knew nothing about it, and Why would the state of WV care when I cancel my service with a Privately owned company like Frontier, and again only reason is because they could not offer Higher Mpbs in my area. I went with Infinity after this. Still No resolution on this issued. This mysterious charge that no one knows what it is. How many other people have just paid this so not to ruin there Credit. Going to Revdex.com also with this complain. I have emailed Office of the President with Frontier also no call back no nothing, not a phone call....

I signed up for Frontier Internet and was offered 1 year *** membership & $100 *** prepaid gift card. But, when I contacted customer service, they are making excuses to not offer the committed promotions. Here are some of the excuses they make, which are either FALSE and were not conveyed while signing up for the service.

1. This offer is only for 2 year contract - FALSE, at the time of signing-up, there was no mention of 2 year contract.
2. This offer was redeemed on vendor website frontier.com - How is the consumer supposed to know, if frontier.com is offered by Frontier or vendor. Doesn't make any sense as denial for promotion.
3. You did not go directly to frontier.com, instead searched on Google for frontier and then came to frontier.com - Again, completely made-up excuse. How is someone signing-up for NEW SERVICE supposed to know actual website address for a company without searching internet for it. Not all companies find website/domain name same as their company name.

I have been a Frontier Communications customer since 1999. I am not proud to say this but where I live there is not another option for phone service and our cellphones do not work inside our house due to steel siding and a steel roof. Our phone line has always had static in it and is harder to hear when the ground is wet than other times. The line has never been crystal clear or of great quality and we have spent so much time on the phone with customer service and had so many technicians to our house over the years but this issue had never been completely resolved. I cannot even begin to put a price tag on the amount of time we have spent without sevice or poor service or the amount of time we have spent trying to get help.

The last issue you I had (previous to the current issue) found me requesting for Frontier to cancel my phone line (because it has never worked properly) but keep my internet services. I have several neighbors who have Frontier internet without a landline so I know this can be done. After arguing back and forth between multiple customer service personnel at Frontier for 2 hours I agreed to disagree and they sent a technician out to my house. The technician informed me that I was given incorrect information. I could disconnect my phoneline and still keep my internet services. Unfortunately, there is nobody at Frontier customer service who can accomplish this so I continue to pay for a phoneline that has bad service.

This brings me to my current and most recent problem I am having with Frontier. We have been without internet service at our house since 9/4/19. I placed a call last Monday or Tuesday (9/9/19 or 9/10/19). For the first hour of the call the customer service person kept telling me the reason for my internet not working was because too many people were trying to use it at the same time. I told the tech that I was not buying the story. If that was the case our internet would be running slow not completely not working. After he we went back and forth and he put me on hold serveral times he came back and told me "I am having a new modem shipped to your house, you should receive it in 3-5 business days", to which I replied "Do you think that a new modem will correct my problem?" He said "yes ma'am, this will resolve your issue", to which I replied "That is funny because 1/2 hour ago you were sure my problem was the fact that too many people in my neighborhood were using the internet at the same time." He once again reassured my that the new modem would correct my problem. Well, the new modem has arrived and been installed and we still do not have internet.

I have now been communication with Frontier for another two hours in which I am being told the soonest they can have a technician come out to my house to look at our internet is 9/30/19- that is a full month without internet. My kids need the internet to submit their schoolwork, my husband needs the internet for his job. This is so unacceptable.

I am not one to complain but after wasting so much time and money over the past 20 years I have had enough. (Another kicker in the whole situation is each time you call to make a complaint and talk to technicians it takes an average of 1-2 hours to get any resolve. After that call you need to call back and spend another two hours within another department to try to get any kind of a refund for the services you have gone without. Who has all this extra time in their day to beg for services you are paying for?

I ordered a cancellation of my service for the 21st of September 2019 and they disconnected the service on 16 September 2019. When I called the company thinking there was an outage one of the customer service reps was going to send my to Fios support team, but then he noticed an early disconnect date for my account. Then he explained to me the disconnect was suppose to take place on 22 September 2019 but the performed the disconnect early, and transferred me to the customer service division that could restore my service. The rep from this division said to me "yes this was their mistake" however, there is nothing the can do about the service. I would have to sign up for another month and be billed for another month even though I only needed the service for the remainder of the week. When I asked for compensation for their mistake by prorating the bill because I was paid up to 21 September 2019 (which is the end of the billing cycle) she told me they would not do that because I disconnected the service and there was monies still due. I explained to her I have already sent the money in for the last bill.

Last year, in hope of saving money, I changed internet carrier from *** to Frontier, while I was recovering from cancer and on disability. Five days after using their internet services, my internet went down. I waited for a couple of days in case there an outage in the area during the weekend. Within 7 days of installation, I called Frontier's tech support and asked them to resolve the issue since I was studying online and needed reliable service. After spending hours and hours on the phone with them, I was told their modem was faulty. I suggested that their technician who installed the internet in my home, seemed to be having a lot of trouble configuring it correctly and asked to reconfigure it. It was denied. They said they would send me another modem which would take 5-7 days to receive. At this point, I asked Frontier to cancel my service, give me credit for the past 5 days of no service and offered to ship back their equipment. Their rep agreed. The very same day, I reinstated my internet service with /***. Nevertheless, they still shipped me a package with a new modem after 2 weeks, which I refused to sign for and sent back with the driver who tried to deliver it. They, again, shipped me another package, but this time required no signature at delivery, so it was left at my door. Again I called up Frontier, reminded them that I had cancelled my service with them, that I have been already using *** internet at my home since the cancellation, and asked for credit which they fully agreed to. I personally took back the box to the UPS office near me and asked them to ship back to the sender. I continued to receive bills from them, and continued to contact them explaining that I only had their service for 5 days and offered to happily pay for it. I perhaps spent over 30 hours so far to explain and reexplain, and request refund. Nevertheless, they are still asking me to pay $165.76 which their various customer reps agreed it was wrong billing. This has effected my credit for over a year now, and they have referred me to a collection agency. I will be more than happy to provide supporting documentations. I just spoke with Tina, their Customer Rep, in order to confirm the dates I called to report the issue and get credit, and although she said, "wow, there were quiet a few calls you made", she refused to give me all the dates.

I set up internet and dial up phone service with Frontier Communications back in May or June. From the time they connected the phone line to our house we had nothing but trouble, intermittent internet signals, complete outage at times and over the course of 3 months I called technical support at least 8 times spending more than an hour on the phone each time. There were times when they said they fixed it, yet it did not work, then they said the router was old and would send me another one, it never came. Called again, they said there was no record of me calling, then they said please give us another chance and sent out a new router, still no service. We waited twice for technicians who never showed up. It was explained in the work orders they could not call us as we have no cell signal at our house. I have spoken to supervisors, I was called by a quality control person and asked to tell them what happened and I did, and I requested a refund on the approx I paid 100.00. He said someone would call me from billing, it never happened. I spent another hour on the phone today with someone telling me they gave me a credit and could not refund my money. They gave me a credit for a service that almost never worked, so they transferred me to a supervisor and then disconnect the call. I feel I have been more than patient with them, They owe me the one payment I made to them. And they should stop sending bills on a service I do not have. I have never had such a horrible experience with customer service.

Thanks

Signed up for frontier DSL with frontier years ago. My service has been unusable each month for days at a time finding this past year. I find my self calling helpdesk and wasting my days trying to get our internet working. On top of all of that our 35$ a month had increased to 50$ for unusable service. I had informed frontier that I can't deal with the outages anymore and having to call customer service 5 times a month. They did not inform me when I cancelled I would incur a 91$ cancellation charge at any time. I would like this fee waived. My account number is: 86*** I spoke with Kishanuna today who informed me that this was a cancellation service charge.

Took 41 days to restore phone service and the quality upon restoration was so bad that the phone is still unusable

I called on August 29 to cancel my phone service ONLY. They then proceeded to cancel my internet and not my phone. I have called almost everyday and get the run around each time. They have told me I cannot get my service back that I have to upgrade to Fios. Fios isn’t even available here. Last person I spoke with on September 16th now says I can go back to something similar but it’s $20 more a month but I need brand new service. Can’t even get it for 2 weeks from now. At this point it will be a month with no internet and no one seems to be concerned. This is unacceptable seeing how I asked for my phone to be cancelled not my internet.

5 months ago I signed a contract with frontier. A salesman came to my door and I asked him how much the phone and internet would be a month. He said approximately 75 a month as a new customer. He sold us the bundle pack with tv, internet and landline for 111 dollars and change. He assured me that I'd still be offered new customer discount if I didnt want the television portion of package. I got the package with the bein sports being part of the package. Now that they did not renew the bein sport contract I wanted to cancel tv altogether and just stick with internet and landline. They are saying since I'm breaking contract that I will get charged full price of 106 for landline and internet. Which was NOT what the salesman told me. Furthermore, to cancel ALL services that are currently under contract I will be charged a 181 dollar termination fee for breaking contract. Written in my contract is bein sports which they no longer have so they are at fault for breaking contract, right? Yet, here I am stuck in a contract that I cant get out of that has horrible internet connection and I no longer have need of the tv services since they arent offering a specific sports package I specifically asked for. This sales rep was misleading with the contract and I feel "stuck" in this horrible situation in which management claims they cant do anything to help me since im in contract. What about the new customer contract deal for Internet and landline I was offered initially at 75 a month? They broke contract and I'm stuck in it or else I pay 181 dollars for cancelling. How unjust, misleading and confusing thier operation is.

I attempted to receive internet services from Frontier communications. A service technician was sent to my home to connect services. I assume he connected the service. From that day I never had internet services. I contacted Frontier on 6/27, 7/9, 9/9, 9/16. They have all records of my communications with them. I spoke to Jim and Lynisha on 9/9 and they both verified the account should have been $0 and closed. Instead, the system sent me a bill. Then bill went to collections. I've disputed the lack of service received with Frontier and collections. I spoke to Rodney in billing on 9/16. He verified the acct was opened and closed on 6/27. This company did not provide me with 1 minute of service. I refuse to pay for services that were not rendered. They now how have a collection agency attempting to collect the "debt". This is robbery.

My Internet bill was raised $10 dollars a month with out mine or my wife’s consent. When I called Frontier about the issue they informed me that they did an audit and because we were paying less than the average and had an older plan they adjusted our payment to be more “equitable” for everyone. The internet service they provide my home is not reliable as it is and I have had several different modems to try and fix the problem to no avail. If there was any other service available to me in this area I would already have switched.

My name is *** I'm an 80 year old woman my grandson *** he had set me up with Frontier service for internet and phone when we had contacted Frontier to set up the service we were told that our first bill would only be $100 and then monthly service after that would be 60 plus tax they gave us a bill stating that the bills $213 inside that includes install fees Tech fees carryover fees which that is $133 with the $100 and told us that we must pay $213 to keep the service active but in the email that I have received States first month Bill $100 second month bill from there out would be $60 plus tax and they're telling us that we must pay the $213 to keep the service active they had stated that the install fee carryover fee Tech fee would all be wavered but that won't be waited until the second bill I feel I should not have to pay $213 to have additional credit put on my bill that I can't afford 213 and we made that clear to them so we were told to contact the Revdex.com the FCC so this is what I'm doing

frontier communications has been billing my mother since June of 2019 saying she has been using her phone. I have called them several times to report this is untrue and it is not a real account. We shut her phone off in 2009 for when she suffered a stroke and has been in the nursing home ever since, the nursing home supplies the phone and internet. They are very hard and not very helpfull in dealing with this issue. They said she owed at one time $90.12 now its 16.02 they must of changed it from last call.

My husband and I are in 85. we have had our phone number since 1985. on 9-13-19 Frontier disconnected out phone without reason . we have never missed payment. my husband is ill and needs a working phone. cell reception at our home is not good.

Oh my word. Internet has not been working for months and when you call customer service for “internet technical support” you literally get hung up on! Like it puts you on hold for internet technical sultans then click, dial tone.

at time of renewal I called customer service and spoke to a representative about the monthly billing amount. when we spoke to the representative we had gotten a quote for 80.dlls for 500 over 500 mpbs and we would loose some channels. When we called back to get on the contract for 80dlls another respresentative said that is not correct and said we would have to pay 75dlls for a new install and pay 116 dlls a month for 300over 300 mbps. then we decided to wait and called again and another representative gave us another quote of 140. We have been going back and forth with the company for months. We have been loyal customers for years.

I am going on a year long battle with Frontier over their FIOS communication system at my home. They have sent technicians to my home about 10 times and replaced my router 5 times. They asked me to increase my service to 200 over 200 speeds because it would supposedly take care of the issue and it did not. A half dozen times they would come out and fix the issue, but a month later there system would drop or go out of wack again. I called today because I have absolutely no wifi upstairs in my bedroom and my wifi is less then 10 over 10. They had do some troubleshooting and they still could not fix the wifi issues, so they are just telling me now that they are no longer going to help me with the wifi issues in the house and they are only going to guarantee that I have 200 over 200 at the router. I reminded them that when I first made the call the tech told me that I had errors and did not have no where near that. I told them I still had to continually be calling them because of issues getting 200 over 200 at the router besides the wifi issues. They told me they could not do anything else. I believe the conversation is recorded.

Our internet went down today. After calling frontier and speaking first with a gentleman by the name of Brad G (we were on hold for over two hours) he told us there was nothing he could do on helping us get a technician out to help us get back online. After asking for his manager by the name of Hugo G he also said all he could do is expedite the ticket and see if someone can come early but no promises and they would be over a week to get someone here. When I asked if I was gonna have to pay for the time that I’m not getting service they said they weren’t sure if they can take off the bill after I told them it’s not fair for us to pay for a service we are not being provided to them. All I wanted is for someone to come here tomorrow which they insisted that we would have to wait over a week for service.

My contract was up and I called to see what promos I can take advantage of. The rep was nice and went over options. My original plan was 79.99 plus tax. She said she can give me similar package for 95 a month...she then said if you can pay 10 more dollars a month she can give us a better package. I told her I'm on social security and fixed income and that's the most I can pay is 115 a month + tax. She assured me no surprises. I received the bill and it's over 220 dollars. When I reached out to a gentle he said he sees all the notes and I am correct the rep put in notes of 115 a month. He said someone internally changed the bill to 160 + tax and that's why it was more then expected. He said he can't help me and that he can create a dispute but it will take a Month! Before I hear back. I can't pay that bill of 220 I need to buy groceries. They knowledge it's their mistake and even see notes of what was promised please help