Frontier Communications Reviews (4127)
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Frontier Communications Rating
Description: Cable TV, Internet and Telephone Installation Companies
Address: PO Box 20550, Rochester, New York, United States, 14602-0550
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I cancelled service less than a week into a billing cycle, they charged for an entire month and said too bad that is the way they do business. Charging people while not providing a service is not acceptable
Dear Revdex.com:Frontier Communications has received notification of a rebuttal
from the above individual. According to the rebuttal:Mr. is disputing his bill.He requested to have Non-listing service and fee removed.He requests to have credits due.Frontier has investigated the above statements and offers
the following response:Frontier advises Mr. Frontier services were disconnected on September 2, 2019. We further advise that Mr. was eligible to continue receiving service through the end of the billing cycle.Per Frontier's Terms of Service, if a customer cancels the television and/or internet services, termination of the service will be effective until the last day of the Frontier billing cycle. Television and/or internet services will remain available through the end of the bill cycle. No partial month credits or refunds will be provided for the billed service.Frontier has previously advised and reached out to speak with Mr. by telephone and email. If Mr. has any additional questions, please contact the
undersigned.We trust that this information will assist the Bureau in
closing this rebuttal. Sincerely,Bridget G.
I was a customer of Frontier Communication for internet service. I notified Frontier of cancellation on 5/1/2019. I was told that I needed to cancel before 5/3/2019 so I would not go into next billing cycle. I cancelled on 5/1/2019. I received confirmation number of the cancellation. I was received boxes from Frontier along with prepaid label to return equipment. I returned equipment on the same day I received the boxes. Each month after 5/1/2019 I have received a bill from Frontier and each month I have called them 2-3 times to try and get resolved. In June and July, I was told that the system hadn't updated. I still got bills in Aug and Sept. I still called several times in Aug. In Sept I also received a letter from a collection agency where the account has been turned over to them. I called Frontier again to try and resolve. They were very rude, ***, and would not speak to me to try & resolve and would transfer me to a Supervisor. She said it was at a collection agency now and there's nothing they can do about account.
Frontier CommunicationsThank you for referring the
complaint of Sharon
***-*** to our office for review. We appreciate you
bringing this matter to our attention.The Complaint states that: Mrs.-*** is disputing her final bill for services from Frontier. Frontier has investigated the above
statements and offers the following response:Frontier advises that Mrs. was billed in error for an additional month of services. Frontier advises that a credit was issued for $217. 09 to zero out the account.The outside collection agency has been notified for update of credit report.Please allow 30-60 days for customer credit report to be updated. A representative advised of the above information. We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Mrs. has
experienced as a result of the above matter.Frontier Specialist: Tocoma
K. Department:
General Manager
The worst company ever!!!!!!!! No way to talk with a supervisor. Customer service is really really bad unprofessional and take so long.
I tried to cancel my service because until today the internet is very slow plus still have the old company router (YES THEY DONT EVEN SEND A NEW ONE) and what was my surprise I have to pay the entire month in advance for a service I didn’t receive what a rip off until today since day one the service was horrible internet very veeeeery slow.
Is any way that Revdex.com can do something with that type of companies?
No control at all in the way they charge and add fees plus fees plus fees... just to disconnect the fee is $9.99 (multiply that for the amount of people disconnecting their service every month) millions right!
Is any law who protect our right? We are not asking or a free service but if we are paying we deserve a good service.
Services were discontinued. Received a bill for services after the account was closed. Had a text chat with Frontier Rep on June 13, 2019 who indicated the Account was closed with a zero dollar balance. Multiple attempts made to speak with supervisor at Frontier since the beginning of July 2019. Continue to receive bills on a closed account for services into the future. As of today requests to speak with a supervisor have been ignored. Frontier has been unable to provide me with copies of the bills.
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
· Mr. states that his mother *** received a bill for services after the account was closed. He stated that Frontier has been unable to provide him with copies of the bills and he had been trying to speak to a supervisor at Frontier with no success.
Frontier has investigated the above statements and offers the following response:
· Frontier spoke with *** regarding the billing. As a courtesy, Frontier issued credit from June 11, 2019, when Ms. ported her service out, to July 3, 2019, which was the end of the bill cycle. Frontier will generate a refund check to ***.
· Frontier sent a confirmation of the credit issued to Mr. via -mail.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** and *** may have experienced as a result of the above matter.
On July 17, 2019, I cancelled my cable and telephone service with Frontier Communications, keeping my internet service. The representative told me this would take effect on August 4, 2019. I received email confirmation of cancellation of services. After August 4, I receive a bill for $310 for the period of August 4-through Sept 3 2019 for the services I thought were cancelled and included services for internet, cable and telephone. I called customer service and they told me the bill automatically was "kicked out" and they couldn't do anything about it and advised me to pay the bill and call back after the billing cycle, where I could be refunded. After the bill went through, on August 28, I called back to get a refund. The customer service representative told me that I was going to get a $240ish refund since my new bill was only $75 compared to the previous $310. I said ok. Early Sept 2019, I see that for the time period of August 4-Sept 3, I was only refunded part of this and was charged for internet twice! As well as partially charged for cable and phone service for that time period. I was over charged by $88.13. The representative agreed that I was incorrectly double charged for internet services and was inappropriately charged for phone and cable services but she said she couldn't do anything about it as it was above her and she was unable to get me in contact with the manager. I have also emailed the office of the president, but no response
Thank you for referring the complaint of Ms. to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. advises she is disputing the Frontier bill. Frontier has investigated the above statements and offers the following response:
Frontier spoke to Ms. on September 11, 2019 and she confirmed that Frontier has issued the appropriate adjustment.
Frontier has provided direct contact information if Ms. has additional concerns.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
when I first contacted Frontier to find out information about internet service, they gave me false information over the phone and I decided based on the information they gave me to purchased it. As follows..2 yrs guaranteed on internet, if I had a router the mth bill would be 29.99 and w/o it would be 39.99, also free installation, HBO for $10 for the first mth., for a year,$100 gift card. I started the service on 7-30 and never received a bill statement until 9-9-19 my bill statement showing I am past due on my payment so I would have to pay by 9-17-19 a total of $133.09 , then I spoke to them on the phone now I have to pay by 9-25-19 a total of $186.77 they added an extra $10 fee because I'm late. I never received a statement until 9-9-19. I told them that the information I received over the phone was false. Plus never received the gift card nor the HBO for a year. I'm not exactly sure which is the correct address I show 2 the one from above and another one P.O. Box 740407 Cincinnati, OH 45274 thank you
Thank
you for referring the complaint of ***
to our office
for review. We appreciate Ms. bringing this matter to our attention.The
Complaint states that:Ms. stated
he was billed after disconnection.Frontier
has investigated the above statements and offers the following response:A service order,
*** was generated on July 23, 2019 to install the customer’s service
on July 30, 2019.The customer was given
a misquote when she called us to establish new service.We issued a credit to
the customer’s account which will post in 1-3 billing cycles. to disconnect the service was generated
with the customer called us on August 3, 2019.On October 2, 2019 we
issued an adjustment to zero out the account.We have called and
left a message for the customer with the above information and our direct
contact information. Frontier
apologizes for any inconvenience the above matter caused. We trust that this
information will assist you in closing this complaint.Sincerely,Sandi
B.Frontier
Communications
Revdex.com: I accept partially. Please read below.
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I accept partially Frontier’s response about the crediting of my bill etc however I never called on October 2 to disconnect. I have received their voicemail and have been trying to call them back multiple times to advise them not to disconnect my service and have not succeeded. I work from home and cannot have my service interrupted. So now I am confused as to whether or not they’re disconnecting service.
Regards
Thank
you for referring the complaint of ***
to our office
for review. We appreciate Ms. bringing this matter to our attention.The
Complaint states that:Ms. stated she
was billed higher than the rate quoted.Frontier
has investigated the above statements and offers the following response:A service order,
*** was generated on July 23, 2019 to install the customer’s service
on July 30, 2019.The customer was given
a misquote when she called us to establish new service.We issued a credit of
$84.00 to the customer’s account which will post in 1-3 billing cycles.The customer’s service
is not scheduled for suspension – that was incorrect information on our
first response to the Revdex.com. We have called and
left a message for the customer with the above information and our direct
contact information. Frontier
apologizes for any inconvenience the above matter caused. We trust that this
information will assist you in closing this complaint.Sincerely,Sandi
B.Frontier
Communications
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I am totally disappointed with this company. I signed up for service over a month ago and it has been intermittent every day since I’ve signed up! I recently had an issue with Frontier for no internet, phone or cable service. I paid a $400 deposit. I would like my money back! A Frontier Customer Service (Nicole H), called me last week and I thought my problems were solved. The outside cable for my cable service, through Frontier has been unburied for over a month. Nicole stated, “It takes 4-5 weeks for the contractors to come out and bury the cable.” However, the technician from Frontier that came out this past Saturday said they bury their cables within 3-5 business days. Here I am over a month later, looking at red flags in my yard! Also, their services are lousy. Also, I was told (Nicole), that I need to call Frontier every time their service is down!? The service is down once an hour, it takes an hour to get a customer service representative on the phone. I started calling and leaving messages for Nicole, each them the service went down. Yesterday Alain, I called and reported 5/6 times. I would like Frontier to refund my deposit and come get their equipment out of my house. I also have an elderly mother, that I check on when I’m away from the house. I have cameras around my house that don’t work because of Frontier’s lack of service. Please please, find another cable/internet provider.
Thank you for referring the complaint of Ms. *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. advises she is having issues with getting her Frontier line buried.
Frontier has reviewed the above statements and offers the following response:
Frontier spoke with Ms. on September 18, 2019 and confirmed the drop had been buried on September 16, 2019.
Ms. had a repair scheduled for today that she was not able to make, and has it rescheduled for tomorrow September 19, 2019.
Ms. presented no further questions or concerns and has direct contact information for the future.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. *** has experienced as a result of the above matter.
Thank you for referring the complaint of Ms. *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. advises Frontier she has a repair issue she needs assistance with. Frontier has investigated the above statements and offers the following response:
Frontier spoke with Ms. on September 26, 2019 and confirmed she has a repair order in for October 1, 2019 to have a technician come and look at her services.
Ms. has my direct contact information to reach me once the repair has been completed to make sure her time out of service credit has been issued.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. *** has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards,
***
Hello,
The technician came out and everything it working fine! I’m very thankful to Rick for helping me and also assuring me that my account will be adjusted to reflect the times I was out of service.
Best Regards
PHONE BEEN REPORTED IN AUGUST AS NOT ABLE TO RECEIVE CALLS. WAS PROMISED IT WOULD BE FIXED BY SEP 10, 2019. STILL HAS NOT BEEN FIXED. I AM A DISABLED INDIVIDUAL AND MY FATHER IS ON HOSPICE SERVICES. I'VE BEEN WITHOUT MY PHONE FOR OVER 2 WEEKS. I WANT MY PHONE FIXED AND I WANT COMPENSATION FOR NOT HAVING PHONE SERVICE.
Thank you for referring the complaint of Ms. *** to our office for review. We appreciate Ms. for bringing this matter to our attention.
According to the complaint:
Ms. advises that her phone service has been out since August and needs for medical issues and credit for the outage.
Frontier has investigated the above statements and offers the following response:
Frontier advises a trouble ticket was generated on August 29, 2019 and the repair was added to a common cause outage affecting multiple customers in the area.
A Frontier technician was dispatched on September 12, 2019 and resolved the outage.
Service concerns are addressed as quickly as possible with consideration to the service affected, medical necessity, inclement weather and other factors.
Frontier offers medical escalation designation for customers providing documentation from a physician certifying a medical need for phone service. Frontier mailed the documentation requirements and process to Ms..
Frontier has applied a credit adjustment to Ms.’s account for the time out of service that will appear on the September 16, 2019 bill statement.
Frontier attempted to speak to Ms. but was unsuccessful.
Frontier communicated the above information via email and provided direct contact information.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. may have experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.My phone is STILL not working and they have been in contact with my daughter as she is the one who is helping get this matter resolved. My daughter has contacted Lori and left messages but has not received any call backs. Technician appointment was scheduled for 9/14/19 and the technician arrived 2 days before, with little to no notice expecting me to be there to allow access to the house. Now my phone is not working still but cuts off after 4 rings.
Regards
Thank you for referring the complaint of Ms. *** to our office for review. We appreciate Ms. for bringing this matter to our attention.
According to the complaint:
Ms. advises that her phone service has been out since August and needs for medical issues and credit for the outage.
Ms. advises that her phone service is still out of service and now both incoming and outgoing calling is out.
Frontier has investigated the above statements and offers the following response:
Frontier advises a trouble ticket was generated on August 29, 2019 and the repair was added to a common cause outage affecting multiple customers in the area.
A Frontier technician was dispatched on September 12, 2019 and resolved the outage.
Service concerns are addressed as quickly as possible with consideration to the service affected, medical necessity, inclement weather and other factors.
Frontier offers medical escalation designation for customers providing documentation from a physician certifying a medical need for phone service. Frontier mailed the documentation requirements and process to Ms..
Frontier has applied a credit adjustment to Ms.’s account for the time out of service that will appear on the September 16, 2019 bill statement.
Frontier spoke to Ms. on September 23, 2019 and advised Frontier is working as quickly as possible to restore services from another outage affecting multiple customers in this area. Frontier will follow up with updates and credit for time out of service.
Frontier communicated the above information via phone and provided direct contact information.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. may have experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I signed up for the service in July and requested to not buying the modem after figured out that I misunderstood about the $10 charge on the account. I've contacted the customer service several times and every time I received different solution. First 2 calls confirmed that they have removed the charge of the modem sale. The latest one said that Frontier can't reverse the charge. I asked to talk to a supervisor but no one answered my call even I left a voice message.
Thank you for referring the complaint of Mr. *** to our office for review. We appreciate Mr. bringing this matter to our attention. The Complaint states that: Mr. advises that Frontier charged him to purchase a router, but that he would prefer to rent the router instead. Frontier has investigated the above statements and offers the following response: · Frontier advises that Mr. requested to purchase the router instead of having a monthly rental fee for the router on his bill. · Frontier advises that Mr. requested to cancel his request to purchase the router before any equipment was shipped out to him. · Frontier advises that as a courtesy to Mr., Frontier has issued an adjustment for the router purchase fee and added the monthly rental fee on the statement. · Frontier spoke to Mr. on September 13, 2019 and advised of the above information. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I signed up to have Frontier installed at my home. They failed to show up for three separate 4 hour window appointments. When I called to say I no longer wanted to have Frontier installed I found out that they "accidently" already started billing me for a service I never received. I have made for calls and have been transferred multiple times. No one can seem to remove me from the system even though each person I speak to can clearly see in the system that I never had Frontier. I am being illegally billed for a service I do not have. Account number is ***. Twice I have been informed that it should be corrected but I am still being billed. I do not want this going to collections, but I cannot in good conscience pay for a service I have never had.
Thank
you for referring the complaint of *** to our office for review. We appreciate Mr.
bringing this matter to our attention.The
Complaint states that:Mr. stated he
was billed for services he did not receive. Frontier
has investigated the above statements and offers the following response:The customer had one
bill that generated on September 1, 2019 for a total due of $76.96.The disconnect date of
the account was September 3, 2019 and a credit was issued to zero out the
account.We attempted to call
the customer, but we were unsuccessful.Frontier
apologizes for any inconvenience the above matter caused. We trust that this
information will assist you in closing this complaint.Sincerely,Sandi
B.Frontier
Communications
In July I contacted Frontier regarding difficulties with my service. The specialist I spoke with suggested upgraded to a faster internet service stating it would only cost $60 monthly. Since my current bill was $57 monthly, I agreed. I was not informed that there would be a monthly service charge for a router and have never previously been billed for a router. I have been arguing with them via phone as I did not understand why my monthly bill was $70. Today it became clear, the router charge and additional taxes. I requested to resume my old service and was told that it was no longer available, I find this hard to believe as my neighbors still enjoy the simple service I used to have (12mbs) without difficulty. I was never informed of the additional charges with the upgrade and was never informed that I would not be allowed to switch back to my old service. I believe this was a deliberate 'bait and switch' to get more money from me. Since there are no other internet providers in my area, I have no choices (I require a DSL for my employment).
Thank you for referring the complaint of Ms. *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. is disputing a bill for service for Frontier. Frontier has investigated the above statements and offers the following response:
· Frontier has agreed to offer Ms. Elite internet service for $50.00 plus $10.00 for the router charge plus taxes and surcharges for 12 months.
· Frontier has issued a onetime adjustment to cover the router fee for the August statement.
· Frontier spoke to Ms. on September 13, 2019 and advised of the above information.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
our originally service was temporary and wired to a camper while building our house. the cable was on top of the ground across a shared access driveway. multiple issues with internet going out due to being exposed to elements. Technician was called about getting cable buried. Technician came out and mounted internet to a brand new build we were not even living in and no one was home to give permission.
We have an open claim # for damages to our new siding, that has already been replaced. I have not received any contact re: this claim filed on 05/17/2019. claim # S-*** I called on 8/23/2019 to have technician come out to fix internet issues (not working, again) and to wire permanent to home since we are moved in. They have cancelled 2 weeks in a row and are now scheduled to come out today 09/10/2019. Not very hopefully they will show up.
Nightmare
Thank you for referring the complaint of *** to our office for review. We appreciate Ms. Devries bringing this matter to our attention.The Complaint states that:• Ms. stated she experienced property damage.Frontier has investigated the above statements and offers the following response:• A property damage report #*** has been filed for the customer’s damage.• We issued a credit of $22.00 which appeared on the customer’s September 13, 2019 billing statement.• On October 9, 2019 we issued a one-month credit to the customer for the OOS.• We have called and spoke with Ms. and have provided her the above information.• The customer has our direct contact information if further assistance is needed. Frontier apologizes for any inconvenience the above matter caused. We trust that this information will assist you in closing this complaint.Sincerely,Sandi B.Frontier Communications
I opened a new office in Middletown NY
got a telephone bill for 1027.62
also mailed a check for 886.37 one week ago
never seen a bill that was that high for telephone service
Change of Ownership paperwork was emailed directly to the customer.
I connected to another service in May, 2018 and called Frontier to make them aware of this. At that time I informed them that their equipment was here, packed up and waiting for them to send someone to pick it up. They assured me that I was all set and they would send someone out. Frontier continued to charge my credit card even after I called to remind them that I had cancelled. After three months of them charging my card without my permission I had to cancel the card and get another one. Then the past due notices began. With each notice I called to explain and was assured that I was all set. Then I was contacted by a collection agency. I called and explained the situation to them and yet the harassment continues.It is now affecting my credit score and I would like it to stop.
Thank you for referring the complaint of Mr. *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. is disputing a bill for service from Frontier. Frontier has investigated the above statements and offers the following response:
Frontier reviewed Mr.’s account and determined that the charges on the account cover the final bill cycle plus unreturned equipment charges.
Frontier has sent Mr. a pre-paid UPS labels so that we could return the Frontier equipment.
Frontier advises that the final bill statement covered services from May 1, 2018 to May 31, 2018. Frontier advises that Mr.’s account was disconnected on May 29,2018.
2019.
Frontier advises that the charges are valid and correct.
Frontier spoke to Mr. and advised of the above information.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.
This is my son who is a disabled adults account. I am an authorized rep. . We called for a repair on 8/31/2019. His services were not working. A technition was set up to come after 3 phone calls and being hung up on. It was 10 pm by the time this was done. Date set for 9/4/2019 between 9 am and 1 pm. Te hnition showed up ay 2:35 ams stayed until 6:50. Services were worse. Called back on 9/5 and set another appointment but the soonest available was 9/9/2019 between 9-1. I called at 1:15 on 9/9. Because no one showed. I was told good news the technition is on his way. At 5:15 when I got off work I called back because no one showed. The automated system said new appointment time was 9/9 between 5 pm and 8 pm. Rep told me rest assured tech will be there tonight. At 8:15 I call again no one showed. To be told that they dont come out after 5. Then today I get a text that the new time is between 1 and 5 on 9/16. I called and they put me on mute for 15 minutes and refused to answer me
Frontier Communications
Thank you for referring the complaint of Ms. and Mr. to our office for review. We appreciate Ms. and Mr. bringing this matter to our attention.
The Complaint states that:
· Ms. states that her son’s internet is out of service and Frontier has missed two appointments.
Frontier has investigated the above statements and offers the following response:
· Frontier records demonstrate the following trouble tickets on Mr.’s account:
Ticket 00820414 issued on 08/31/19 for 09/04/19 – Technician noted: Repaired cable pair/ Worked with APC, Fast, and MCO on provisioning issue/ Verified services working with Customer.
Ticket 009082786 issue on 9/05/19 for 9/09/19 – Per notes the ticket was moved to 9/16/19 due to heavy workload but on 9/10/19 the ticket was given to the technician and it was worked on 9/11/19. Technician noted: Bad on main for loop 1, out pair for loop 2. Made good to D-MARC. Not hearing modem on inside wire. Possibly turned off. No access to verify on customer’s end. Left msg on car to advise.
· Ms. confirmed that Mr. does not own a vehicle and that the internet was not working on 9/11/19.
· Frontier scheduled an internet help desk escalation ticket for 9/12/19. Technician’s notes indicate that the modem/router was not powered on. The equipment was turned on and Mr. was able to connect to the internet.
· Frontier has issued a credit for the time out of service.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. and Mr. may have experienced as a result of the above matter.
Frontier Specialist: Donna M Department: Executive Customer Relations
-
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I was contacted by the escalation department and they did some trouble shooting. The internet worked briefly but was still very slow and kept dropping. We were told they would swnd out a new modem. We got that last night. We were told it would just be a matter of hookong the new one up. Well Jeremy did that and it didnt work at all. I called frontier and was told by the rep that I was only allowed to answer yes or no. I couldnt say anything else. He insisted that my cell number was the account number and that was the only way to bring up account. He then kept telling me he was the internet department not a cell company. For about 15 min. Then he tells me that he needs to know my relation to Jeremy. I said that didnt matter I was authorized on the account. He said if I didnt give him that information he would not help me and proceeded to put me on mute for 10 min until I disconnected the call. I then called back and waa told that I could go back accross town to configure the modem or they will send someone out to do it. That will cost us $75. So he still does not have working internet. This is day 18. He did get a $19 credit, but that is not even half of his bill for the month and he has not had service for almost 3 weeks. The customer service is so bad. And someone telling me not to speak except for yes and no is beyond appalling.
Regards
Frontier Communications
Thank you for referring the complaint of Ms. and Mr. to our office for review. We appreciate Ms. and Mr. bringing this matter to our attention.
The Complaint states that:
· Ms. states that her son’s internet is out of service and Frontier has missed two appointments.
Frontier has investigated the above statements and offers the following response:
· Frontier records demonstrate the following trouble tickets on Mr.’s account:
Ticket 00820414 issued on 08/31/19 for 09/04/19 – Technician noted: Repaired cable pair/ Worked with APC, Fast, and MCO on provisioning issue/ Verified services working with Customer.
Ticket 009082786 issue on 9/05/19 for 9/09/19 – Per notes the ticket was moved to 9/16/19 due to heavy workload but on 9/10/19 the ticket was given to the technician and it was worked on 9/11/19. Technician noted: Bad on main for loop 1, out pair for loop 2. Made good to D-MARC. Not hearing modem on inside wire. Possibly turned off. No access to verify on customer’s end. Left msg on car to advise.
· Ms. confirmed that Mr. does not own a vehicle and that the internet was not working on 9/11/19.
· Frontier scheduled an internet help desk escalation ticket for 9/12/19. Technician’s notes indicate that the modem/router was not powered on. The equipment was turned on and Mr. was able to connect to the internet.
· Frontier has issued a credit for the time out of service.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. and Mr. may have experienced as a result of the above matter.
Thank you for referring the additional concerns of Ryan Brooks to our office for review.
The additional concerns state:
· Ms. states that the internet worked briefly, and she had to have a new modem sent to the home.
· Ms. states that the credit issued is not enough credit.
Frontier has reviewed these additional concerns and offers the following response:
· Frontier records show that the internet help desk contacted the customer on 9/18/19 to follow up on the modem. A voicemail was left for the customer. IHD Escalation agent closed the ticket as completed successfully on 9/24/19 with customer contact. The internet was working.
· Frontier records show that Mr. pays $25.00 for internet and $10.00 for the router. Credit issued was $19.88.
· Frontier’s prior response is unchanged.
Frontier Specialist: Donna Merrigan Department: Executive Customer Relations
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I have been trying to get service from Frontier since the 2nd week of May 2019. They have continued to put my service on the back burner. I had service for 3 days from June 11, 2019 to June 13, 2019. The service started to mess up. A tech finally came after lots of reschedules to fix the issue. My internet worked for almost 2 weeks then just stopped. I have a lot of text messages where they are texting me daily saying that a tech will be at my house. I have called and had representatives be completely rude to me. My husband took off work today (9/10/19) after numerous times of waiting. A lady by the name of Connie said that a tech will definitely be out to fix the problem at 1pm. She said that if no one was there by 1 then to call her. Josh (husband) says that a frontier tech pulled into the neighbors house and as he went running to try to let them know we were the next house down . The technician pulled out and sped up the road. Connie gave me her number . I just want to be able to use my WIFI. I really feel that Frontier could be honest and say they do not have a date someone will be out to fix the problems. Instead, they have caused my husband and I to miss a lot of planned engagements. Please help get them to treat their customers better. They did shut my service offf and tried to charge me for 2 full months of service. I have the dates at my house, numerous messages from them I am trying to get printed, and can take pics of the mess where they haven't fixed any wires or anything. It looks like a rats nest where my phone line is outside the house. You know I did sign up for the landline phone because I have a 17 year old at the house. I am afraid to buy a phone for it and just have it sitting there gathering dust. Please help. Amy
Thank you for referring the complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. advises that after having internet service installed by Frontier 2 months ago, she has gone through extended periods of time with no internet connectivity. Ms. advises that her internet service needs to be repaired and a billing adjustment issued for the days that she did not have service.Frontier has investigated the above statements and offers the following response:
Frontier advises that multiple problems were discovered with the network interface device and the outside cabling, which caused the customer to have extensive outages.
Frontier advises that Ms.’s internet service was repaired on September 11, 2019. A credit was issued for the days out of service based on the amount of time that the repair tickets were open, as well as a courtesy credit for the late fees incurred by the customer.
Frontier spoke with Ms. on September 18, 2019 and confirmed that her internet service is now working properly. She was advised of the remaining balance of $102.72.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. may have experienced as a result of the above matter.
I set up service in July, had service for about 5 days then the internet & phone went out. Spoke with numerous technical and billing specialist who advised that they would expediate the request to have someone come out on Sunday since I work from home. No one came out, was advised that the ticket was not escalated and someone would be out on Wednesday. Unacceptable for a new customer. Contacted someone in the cancellation department on Sunday to cancel service was advised that after the credits were issued I would have to pay $54.07 and that would be my final bill. Not at all did that happen, I received an additional bill for $50.00 that is not past due. I have spoke to numerous of people at Frontier who advised that this would be taken care of. I finally got a hold of Cheryl at x *** who understood the issue, spoke with the individual in the cancelation department and she advised me that she did see the notes on the account and that she was not able to issue the credit but the person who advised me that the credit would be issued in the cancellation department would have to issue the credit. Advised that the credit would be issued within a week. Well it has not. This is unacceptable and I do not want this to be sent to collections for something that I do not owe. I am requesting that this be taken care of and also to let you know how your specialist treats their customers. Awful!!!! I also submitted a request to have the installation charge credited back to me and was advised it was submitted but again keep getting the run around. Terrible service for someone coming to your company.
Thank you for referring the complaint of *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. advises his Frontier service stopped working and the account continued to bill. Frontier has investigated the above statements and offers the following response:
Frontier found Mr.’s account went out of service on July 20, 2019. The account was closed prior to repairs being completed. Frontier has issued credits for the additional charges billed after the closure of the account.
Frontier spoke with Mr. and Ms. on September 12, 2019, and advised of the above information.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.
Faulty equipment left me without service in June 30. Called. Opened ticket. Was advised that issue could not be resolved until July 9. Cancelled service. Switched to different provider because we were without service for so long. Now being billed for 07/07-08/06 service even though I HAD NO SERVICE. Called and was told that the 06/30-07/09 would be pro-rated, but that I had to pay for a month I literally had no service on.
Frontier records reflect that Ms. called on 06/30/19 to report that her service was out. A trouble ticket was created with the next available due date of 07/09/19. An expedite request was added on the ticket with no guarantee that it would be worked sooner.
Ms. called on 07/09/19 requesting to cancel service. An agent submitted a request to credit a month of service dated 06/07/19 – 07/06/19 however the request was denied as there was no report of trouble during this time frame.
Frontier advises that Internet service is not prorated per our terms of service; therefore, on the 07/07/19 monthly invoice Ms. was billed for Internet service through 08/06/19.
Ms. called on 09/10/19 to dispute the balance owing stating she should receive a credit for the time she was out of service. A credit of $27.50 was applied for time out of service dated 06/30/19 – 07/09/19.
Frontier has agreed, in this instance, to credit $79.00 for service dated 07/10/19 – 08/06/19 as well as a late payment fee.
Ms.’s account balance has been reduced from $174.83 to $68.33 which covers the service period of 06/07/19- 06/30/19 and a late payment fee for the May bill. No further credit is warranted.
I called about two months ago when I found out that they were charging me more money for slower internet than other companies offer. This had been going on for years. A representative told me that she would call me back in two days but that never happened. I made arrangements with another provider and called to cancel with Frontier. The lady asked for my account number, PIN, and name. When I told her that I wanted to cancel, she asked why and I told her. She put me on hold and then came back on the line and asked if I knew that they had credited my account. I replied that I hadn’t known and asked how much it was because it would help to pay my last bill. She then changed her story and said that she was sorry but she was looking at another account. She asked me for three identifiers before she could talk to me about the account but she was “looking at another account “. I think they had put a credit on and she wiped it off. I was a faithful customer for years and deserved better treatment.
Thank you for referring the complaint of Ms. *** to our office for review. We appreciate Ms. for bringing this matter to our attention.
According to the complaint:
Ms. advises a Frontier agent told her there was a credit on her account and then said she was on the wrong account.
Frontier has investigated the above statements and offers the following response:
Frontier apologizes to Ms. for her experience.
Frontier assures Ms. that credit adjustments are notated on each account.
Frontier found no notes to support a credit to Ms.’s account.
Frontier communicated the above information via email and provided direct contact information.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. may have experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Their resolution is an empty apology. The “mistake” that was made is impossible to make when you have asked for three identifiers. I think it’s a very shady way to do business.I am no longer a customer of theirs and I certainly will never go back to them.I doubt that they will ever tell the truth and at this point, I think the Revdex.com and I would just be wasting time to get them to admit it. I do thank you for looking into this and for doing all you can to protect consumers.
Regards
Thank you for referring the complaint of Ms. *** to our office for review. We appreciate Ms. for bringing this matter to our attention.
According to the complaint:
Ms. advises a Frontier agent told her there was a credit on her account and then said she was on the wrong account.
Frontier has investigated the above statements and offers the following response: Frontier assures Ms. that credit adjustments are notated on each account.
Frontier found no notes to support a credit to Ms.’s account.
Frontier communicated the above information via email and provided direct contact information.
Frontier’s position remains the same as there has been no new information provided.
Frontier apologized to Ms. for any inconvenience that she may have experienced.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. may have experienced as a result of the above matter
The internet service at my home is so bad I can not work from home! My neighbors on either end of my road that are .2 of a mile and .4 mile from my home have 10x plus the service that I have and I can not get anyone from Frontier to discuss this issue! I work from home and I can not even connect to a VPI network! I have tried several times to contact them over this issue.
Thank you for referring the complaint of Mr. R *** to our office for review. We appreciate Mr. for bringing this matter to our attention.
According to the complaint:
Mr. advises that he has been experiencing intermittent speed and connectivity issues with his Internet service from Frontier.
Frontier has investigated the above statements and offers the following response: Frontier advises Mr.’s plan is as fast as 6.0 Mbps. Frontier was able to provision up to 3.712 Mbps (as the maximum speed for his Internet).
Frontier informs customers that Frontier expects customers will receive 50% to 100% of this maximum provisioned speed.
Frontier also advises that actual Internet speed at the service address, and the ability to access various Internet services will vary as a result of connecting WIFI, multiple users or devices on the same account, distance to serving facilities, the capacity, performance or limitations of inside wiring and personally owned equipment. Additional information is available to customer at https://www.frontier.com/nyinternetdisclosures.
Frontier advises that some applications such as a short email without attachments or basic Web browsing do not require high speed service capability to function optimally, while other activities such as transferring large data files can be performed faster with higher speed services. The speed capability of the Service plan purchased may not be suitable for some applications, particularly those involving high-bandwidth uses such as streaming video or video conferencing or voice over IP phone service.
Frontier is continually working to improve its network and its customers’ experience. However, Frontier had no specific plans for upgrades in Mr.’s area at this time.
Mr. has the following options: (1) continue with his current plan, (2) discontinue the Internet service with no early termination fee or additional charges, or (3) migrate to a lower package with a lower service speed. Frontier informs customers of these options based on the above factors.
Frontier communicated the above information via email and provided direct contact information.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter.