Frontier Communications

Since signing up in March Frontiers internet and customer service has been a nightmare. They dropped my speed from 18 mb/s to 12 mb/s and now are recommending me to drop to 9 mb/s because they are having stability problems.
We have had many dropped phone calls with no call backs, I have taken at least 4 days off work and technicians will not show up and if they do they are late and service is constantly going out.

Now from Aug. 15th to now (Sep. 14th) we have been without internet completely. Initially we called and sceduled an appointment and a Frontier Tech called and said the issue was fixed and closed the ticket yet it was not and I could not get ahold of him again.
I called to make another apointment and they said they were available on Labor day, which struck me as odd but I agreed. After sitting at home for 5 hours on a holiday waiting I finally called and they told me that they did not work on Labor day and were confused on why they scheduled a tech for that day... Then they said the earliest was 2 weeks out, I angrily agreed. They sent another technician out that showed up outside of the 4 hour window, he said he was going to check on something outside and then left even though the internet was still down, also mar*** the ticket as complete, noting a recommendation to drop speed (which would break the contract we are under)

I called again to make ANOTHER appointment and they again said the earliest was 2 weeks out, I agreed again. This appointment was supposed to be for today, Sep 14th, 2019. The Technician never showed up and rescheduled without as*** to the 18th.
I called customer support and made an attempt to just cancel service. They said that even though the tech before recommended dropping the speed, it had not been dropped yet so we were still under contract and until a tech came out to fix the issue we could not cancel without paying our FULL months bill and a cancellation fee. The want us to pay for a month of service in which we did not have internet the entire time and they are holding us hostage by cancelling appointments we had made weeks prior.
There is so much corrupt with this company and I am loo*** forward to getting away from them.

They had a promotion to give you a $200 gift card after three months of service. I called multiple times and produced the email showing the promotion, and customer service agents told me that there was nothing they could do with the promotion number. I decided to cut my losses and move on. I called to cancel my service. I verified I had a zero balance and that there would be no further charges. I monitored my frontier account for a few months afterwards to ensure there were no charges. Out of the blue, I receive mail from a collections agency stating I have an unpaid balance. This is a very untrustworthy business. I'm amazed they've managed to keep their names out of a major law suit.

I called to set up cancellation of service on for 9/26 and the company made a mistake and cut off my cable internet and phone on 9/5 instead. When I called to get it back on I was informed this couldn’t be done and I had to set up a new client account again for the remainder of the month and run a credit check again. This was horrible customer service and I was charged a $309 bill they are not wanting to credit for their mistakes and listen to the calls from their agent and wrong information. II have called on 9/13/19 and 9/14/19 and all agents assured me s supervisor will contact me after pulling my recorded calls with agents and listening to what happened but I haven’t received a response from anyone and highly upset.

For more than 5 years I have been paying for "high speed internet" when actually receiving speeds comparable to dial up. I recently inquired and scheduled installation for fiber optic delivered internet from this same company. In July 2019 I scheduled a first visit for mid August 2019. I confirmed the date and time with the representative. I called the week before the scheduled appointment and was given a different date and time. A days wages were lost waiting for a technician to show up and no one ever came. I called Frontier at 4:50pm the day of the appointment at which time they said they would still be there. No one from Frontier EVER called to let us know they had to reschedule, I had to call them to get information. A new appointment was scheduled and another day of wages lost when the technician came and said he could not do the work but would return the following Friday to install after the wires were in place. The following Friday a third day of lost wages was had waiting for Frontier to show up and no one came. We have no future dates scheduled that I have been informed of.

This company is treating me however they feel with no remorse. They have cancelled a scheduled service job without my knowledge or consent and they will not do anything about it. They keep pushing the service date back but I have no faith in the company to actually hold up their end of this and actually show up

I had a scheduled installation on September 7th, 2019 with Frontier Communications. The technician nor Frontier called to inform me the installation would need to be rescheduled. Due to their lack of communication, I opted to cancel installation, and requested a refund for my deposit, $108. I was told the refund would be issued within 3 to 5 business days. It is now been a week, and I have not received the refund. I have contacted Frontier Communications multiple times via social media, telephone, an email, and have yet to receive my refund or status.

Stay away from Frontier. They don't keep their word. I got two quotes for service a week apart and the price as basically the same, one was $1 cheaper and I tould them I wanted POTs for my phone and was assured there wouldn't be any difference in price. So in good faith I placed my order and then found out my bill before taxes was about $12 dollars then I was quoted and then found my phone was voip not over the pots system.
I have spent hours writing letters to the home office and speaking to numerous people and all they said was the rep made a mistake and just gave me $30 credit (big dieal) and they wouldn't go back to the pots phone service without an very big increase in price. Planning on leaving very soon.
Wish I could give them zero starts...

I signed up for Frontier Communications on August 22 they were supposed to come out on August 31. They were no call no show. We called them we were 4 different excuses we were told they would be out the next day. No one showed up. We called again this time we were told we were in a pending status and we had to reschedule. So they rescheduled for the September 3 they call us that morning and to reschedule for Sept 9th. We receive a text message saying rescheduled for Sept 13 which leads to today. Again they were supposed to come between 1 to 5 no one called or showed up. Again we called and was given the run around. They told us they would be here before 8. Surprise Surprise they never showed or called. We canceled our order and decided to go to a different company.

I received my phone bill in the mail and my internet price had gone up. I called Frontier and was told that I HAD to update to FIOS, because they were getting rid on the regular internet. I was given two appts before they showed up to hook it up. I talked to a Brian, from Gloversville when I called customer service and he told me that my bill WOULD NOT go up with the Fios. He NEVER stated that I had to pay an installation fee of $75 dollars and now Frontier is charging me for it. I have called several times about this and put in a dispute for the charge, because Tanya from customer service told me that they should refund the amount if I wasn't told. I told her that they could listen to the recording, because the call was recorded. I called again the other day and was told that my dispute was not being accepted and that I had to pay the $75, because I have been using the internet without any issues. That is not the point. The point is, I was NEVER TOLD and SHOULD NOT have to pay for it. My bill was $261.15 because of this. If so, they can come and take their crap back out of my house.

Hello - in an effort to reduce my internet bill, I reached out to Frontier Communications on 9/4/19 to see if I could get cheaper internet than what I was previously paying for ***. After telling the service personnel why I was switching and seeing what options they have, the sales person gave me a Frontier internet plan that I was a bit skeptical about since it offered much lower internet speed than what I was currently being offered The sales person explained to me that Frontier offers a different king of internet service than ***, and she thought that the plan that she was selling me was going to be more than sufficient. Because I was skeptical, I asked whether I would be charged anything if I decided that the internet service was not sufficient and wanted to stop the service and return the router etc. The sales person assured me that there is a month grace period for these kind of things, and that if I decided to stop the service in the same month that I received the router, I would not be charged.

On 9/11/19 I received the router from Frontier, and I very quickly realized that you needed a phone jack in order to use Frontier's service - something that you would think the sales representative would have mentioned at the time that I was signing up for the service. Unfortunately I do not have access to a phone jack set up at my house, so there is no way I would be able to use Frontier's service in the first place.

On 9/12/19 I called Frontier's service desk to explain my issue and that I would like to cancel the service because I am not even able to use their internet service. I explained that the sales representative said there was a month grace period - which I was heavily relying on since I was skeptical about the service in the first place - but they said that it doesn't matter what their sales representative said, its their policy to bill for internet services a month in advance, so now they expect me to pay for a month of internet that I was never able to access in the first place. I have called the service desk a number of times and have been pushed to their escalation teams, but no one has been willing to help. I have asked them to at least listen to the recording of my initial conversation with the sales representative, but they have said that I would have to get a subpoena in order to get to the recording... which I think is pretty excessive for something that Frontier should just be able to easily zero out my account, especially since it was the fault of the sales representative that I did not receive the appropriate information (1. Was given incorrect information about not being charged if I cancelled my service in the same month that I signed up for the service and 2. I was not told that a phone jack is required for Frontier's internet service, thus rendering the whole sign-up process a big waste of time).

I tried to cut off my Frontier DVR and landline on August 30. They asked me if I wanted to upgrade the internet, and I agreed. They were scheduled to come out September 10. The technician did not show up. I called to see where the technician was and I spent 45 minutes on the phone on hold to find out they had no clue where the technician was. I told them to cancel the upgrade. I got a call asking me why I was canceling and I explained all the issues. In the meantime, I decided to connect with Spectrum. I am hoping this will be a better experience. I called on 091219 to disconnect with frontier completely as of 093019. Well, I find out that when I asked to cancel the upgrade/technician request, they had canceled my request to stop the DVR. Therefore, I am being billed for the month of September for the DVR. I spent another hour on the phone with them yesterday and explained all the issues. I spelled out very clearly I wanted internet until 93019. I asked them for a credit to my account for the DVR. They assured me that would be processed. This morning I woke up and I had no internet. I called them again, and I had to explain all the issues again. They said that the DVR had not been disconnected. I went around and around with them for about an hour. They finally credited my account for the DVR. I have the internet at the moment. I am waiting on the spectrum modem so I can discontinue everything. Frontier only gives you verbal information. They don't document anything that is accomplished on the phone,. I can only hope that Spectrum will be better. I have spent 9 to 10 hours either waiting on Frontier to show up or on the phone with them this week. Consumers beware of Frontier.

I work from home in the evenings and in the last 4 to 5 weeks I have not had internet. When I try to use the internet it keeps going out. I contacted Frontier and they sent me a new router and I hooked it up, but it failed to fix the issue. I contacted Frontier on September 12, 2019 @ 6:33 pm to see if they could help fix the issue I was having. I spoke with a gentlemen named Joe and was informed that due to the rural area I lived in there was congestion and it was going to be a common issue of not having internet. He informed me that there wasn't enough lines to carry the load of customers who have internet. Joe wanted to make sure that the lines were working fine so he is sending a tech out to check the lines, which has already been done numerous times due to our phone going out every time it rains (this has been going on for 2 years or longer). The ticket number is gave me is ***. I have been with Frontier for a long time but I am tired of them not fixing the issues with my phone and now my internet. If they only had so many lines why did they take in more customers then they could supply. I pay my bill every month but don't have a phone during bad weather and now I don't have internet and it is interfering with my job.

We were scheduled to have service installed on September 12th at 430 pm, no one showed up so when my wife called to ask why she was told that the person who she spoke with to set up installation never put us on the schedule, but was more than happy to take a payment for set up. So after an hour on the phone trying to figure out the scheduling issue she was told it was going to be another week until they could get there after we had already made arrangements to have someone there for the installation!

I contacted frontier on 7/19/19 to transfer my billing to a new account due to not having funds transferred to an account in MI a state I no longer live in and have limited access to. I wasn't able to transfer the account online as I wasn't able to access my frontier account online. And they refused to transfer the billing to my new account. The representative assured me my old bank account would not be billed after I made a onetime payment. My old account was billed and overdrafted and is still being overdrafted. It is located across the country and requires a noterized statement and check mailed to them before they will stop billing me for the overdraft. The over draft is currently 138.79

Hello and thanks so much for your attention to this matter.

1.) When closing and moving from my last home/business location in July 2018 I contacted Frontier to stop internet services and settle my account. I was reassured our business was concluded, but that turned out to be incorrect (because some services are prepay but Frontier internet is not.. Additionally, I'd been on autopay through most of my services contract, but because my credit card expired and needed updating just before I moved the final bill did not get onto autopay and a final payment was owed. I had no idea this was the case because no notification of this was ever provided to me at an accurate address, email address or phone number though I had in fact received monthly statements and promotionals at both my email address and post office box since initiating services in 2017. I also conducted phone business on multiple occasions with Frontier. Call center staff asked me to verify my phone number each time before allowing me to transact business with them.

2.) My final bill was sent to the street address where internet services were provided. However, I had never received USPS mail there and could not because it is in a rural location near the local post office and residents are not offered mail service - at all. Thus, I did not provide a forwarding address when I moved. It was unnecessary because I've maintained the same P.O. box since I moved to Brookings in 2010. Of course this was provided to Frontier when starting services along with two personal phone numbers, an emergency contact number and the email address I have had for decades (and where I can show that Frontier sent mail. I clearly provided enough information to enable them to contact me when the final bill they sent was returned.

3.) Because the lack of USPS street location service to many locations in Brookings (as in many small towns) causes delivery problems for many rural customers I emphasized this to Frontier at the start of services and several times thereafter. So while the mistake is certainly understandable and many vendors make it nevertheless it was their mistake - not mine.

4.).) Incredibly, several days ago (9/10/20) I learned Frontier made the exact same error when they sent my promised debt satisfaction letter to the same undeliverable location - where it was also promptly "returned to sender!" A staffperson informed me someone did note in my file that the letter had been returned. But there is no indication (even considering the urgency of my situation) that any effort was made to locate me - even after all the discussion we had when I learned of this problem. Had I not called to track the letter down I suspect it would have remained in Frontier's mailroom indefinitely unattended. Meanwhile my credit score continues to deteriorate.

5.) I only learned of the outstanding balance ($82.61) when I contacted my credit union on 8/8/2019 to apply for a loan. I was quite upset to learn I'd been sent to collections just six weeks after last date of service! I then immediately paid it off But though staff seemed to recognize their mistake nevertheless I was told that all Froniter could do was to send a debt satisfacrion letter. They promised to do so immediately but told me there was nothing else they could do. "You'll need to take this up with the collection agency." You can be sure I asked several staff to repeat the correct mailing address that day and they did. But when after waiting patiently for a month it had not yet arrived. When I contacted Frontier on 9/10/2019 to inquire why I still hadn't received this letter "Alicia in Dallas" asked to confirm the correct address, saying "so you're at` (the same - incorrect - former street address) right?" No. Clearly some breakdown is occurring because staff are navigating away to the next task before entering the new data into the record. Understandable that overworked call center staff could forget to do that - but why is so often and why are they continuing to get it wrong?

6.) I provided Frontier two phone numbers and one emergency contact number at start of services. Alicia confirmed that two of them match (although the "primary" number listed curiously turns out to be the first 10 digits of my Frontier business account!) Also curiously Frontier listed me email address at their own Frontier server (i.e. ***........@frontier. com). Wrong primary phone number, email and postal mail addresses. It really makes me wonder if this company is deriving some benefit from damaging their customers' credit scores. Is it not reasonable to expect that a company would do a little investigating (all it would have required would have been opening up my file past the initial face sheet to locate these alternate phone numbers - one or two minutes of extra legwork? It is certainly what my business did when correspondence was returned to sender.)

7.) Frontier's failure to provide accurate information to the collection agency caused a lengthy delay in payment which seriously damaged my credit. The collection agency indeed confirmed Frontier provided an inaccurate: phone number, email and postal addresses and said they tried to call and also sent out a letter which of course was returned by the post office (staff offered to verify this if requested.) I have now had an outstanding bill on my credit report for over a year (and as of today I still do not have the debt satisfaction letter so that I can start to repair it. The company's response has been very disappointing. Their call center is nightmarish: you are not instructed on their phone prompts how to talk to an actual human being. I finally figured out the sales department would be the most likely path. They indeed answered within 2 minutes - but then transferred me to the "right" department - where I was on hold at least 30 minutes each time I was transferred to a new person who couldn't or wouldn't help me) and as long as 2 1/2 hours. Though some staff are very nice, others were totally unconcerned that their actions caused me harm. I heard: "well you can always go online to check your account status at any time" as if that absolves Frontier from responsibility for these multiple, repeated errors.

8.) And what redress do I have if Frontier continues to make the same error and I don't get that debt satisfaction letter at all?

Frontier is overcharging for subpar products/services. Frontier representatives are not equipt with the knowledge necessary to manage existing customers. For example, I called to drop the internet portion of my account, clearly stating that my intention was to save money. I was adjusted and the next bill cycle showed a total greater than the period before I dropped the internet portion of my account. I was never informed by any representative that my bill would go up if I dropped my internet service. I was told the opposite would happen.

I have also been offered services that are not available in my area in an attempt to keep me as a customer. I learn about the lack of said service only after suddenly experiencing an interruption and having to call customer service to sort the issue out. Each event taking time out of my day as well as money.

I get the impression this is a systematic issue designed to squeeze more money out of customers that are ready to leave.

Frontier promised to install internet 09/13/2019 from 1:00pm-5:00pm
At 3:34pm promised day I get a notification saying services are for my scheduled appointment time 9/13/2019 3:30pm-8:00pm. I wouldn’t be home at 8pm so I called customer service. They then inform me that they won’t make it out until 09/17/2019. Which is unacceptable because I need my internet for work. The person I am speaking with then transfers me to another person who CANCELS my account completely! This is beyond unacceptable and I hope to get my $80 installation fee back.

I signed up for Service Price for Life at $19.99, and now my bill has gone up 3 times. it is 35.99 now. I asked why they said "sorry your Service Price for Life plan of $19.99 has ended."
how can this be? its for LIFE, wow what is this frontier bait and switch?

I was nearing the end of my promotional period. Called them a month in advance to change my package. I agreed to double play package with HBO for under $100 for 12 months. Once I received my September bill it jumped to $155. I called and told them that is not the price we had agreed to and I needed to get it fixed. They would not change my package to the price they had previously offered. I decided to cancel my service and they still wanted to charge me a full month of service. I am very unhappy because they offered a price that we agreed on and then charged me something completely different.

It has been over a week since I ordered Frontier Internet over the phone. There have been NUMEROUS delays and reschedulings on their part, almost daily. These have been explained by customer service as a simple "glitch" but it has not been fixed.
Today was the worst case- I was notified this morning that the installation would take place between 1pm and 5pm. I called customer service over the phone to make absolute sure this was for real and not another fake appointment as had been the case. They lied, telling me it would take place in that time frame. No more than an hour and a half later, I got a voicemail from the installation guy saying he'd be there in 15-20 minutes, which was 10am. In other words, he was telling me he'd plan on arriving THREE HOURS BEFORE THE AGREED TIME FRAME!!! I called again later and was told the appointment would take place at 4:15. Perfect... except, he didn't show up. No notification, no phone call. NOTHING. Much later I got a text saying the appointment was moved to tomorrow and they apologize for the inconvenience. I don't know what lie is bigger- the likely-false promise to arrive in the time frame, or the apology.
Of the many customer service people I've talked to over the phone, only THREE have given the "I apologize on behalf of my company" and they were the only ones that were actually helpful. All others have been either very unhelpful, dismissive, impatient, dishonest, or quick to hang up the phone in the middle of the conversation. This leads me to presume that this company does not care for its customers and only sees value in looking to rob their customers of their patience and their hard-earned money. I am tempted to cancel my subscription before possibly seeing this company screw my roommate and I over yet again. It's astonishing how this company remains in business while it pranks its own customers with false promises and poor service.
My only remaining question now is how can I rate 0/5 stars without making it look like I just didn't select a star?