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 subscribed to Frontier internet Oct 2012. I recently tried to cancel. They said I had an early cancellation fee of $120. They said they sent me an email stating if I didn't respond I would be put in a new 2 yr contract. I received no email. They will not send me a copy of the email or contract. I got nothing in the mail that I had a new contract. There is nothing in the original contract stating that they could or would do that. I think that if they did send an email and I didn't respond I would stay in the original contract. Also they suggested that I pause the account, which I did only to find there is a $10 monthly service that they failed to mention.
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. states that he requested to cancel service and was advised that he was on a contract and would be billed an early termination fee. Mr. states he was advised to place his service on pause but was not advised of a 10.00 monthly fee. Frontier has investigated the above statements and offers the following response:
Mr.’s account was automatically renewed on November 7, 2018. Frontier offers this automatic renewal service as a courtesy in order to allow our customers to continue to receive monthly credits and discounts. Frontier lists the contract dates and the automatic renewal policy on each monthly invoice.
Frontier does offer a vacation/seasonal service which provides a reduced monthly service fee of $9.99.
Frontier values Mr.’s business and has removed the promotion so he will not be billed an early termination fee for cancelling his Frontier service. Frontier has also issued an adjustment in the amount of $13.98 for the vacation/seasonal monthly service fee that he was billed on his September statement.
Frontier spoke with Mr. on September 13, 2019 to review this information with him
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.
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
I cancelled the installation of Frontier's internet services 3 days before the scheduled date. Since that time I have continued to receive monthly billings and late payment notices for a service that I don't have - the installation of equipment NEVER happened. They acknowledged that the installation was cancelled before it was installed. With each billing notice I have called (printed phone records to prove it) - I have spent well over 2 hours on the phone with Frontier trying to resolve the issue. Most recent I have spoken with Natasha with a confirmation # 942518 saying the issue was resolved. On August 10th I spoke with Cameron at 12:15 confirmation # *** and followed by Kaitlin from another department #***. Yet this weekend 9/6/19 I received yet another bill saying I owe 74.57. I am at my wits end. They keep giving confirmation numbers that the issue is taken care of but clearly it is not. I have concerns that this situation is impacting my credit report. I would like the account closed (should never have been opened) and that balance reported as zero. Can someone PLEASE help me?
This is in response to Revdex.com *** for ***
The Complaint states that:
Ms. states she cancelled her order for Frontier Internet prior to the installation date and has been billed. Ms.’s would like this brought down to zero.
Ms.s is concerned the bill from Frontier will impact her credit score.
Frontier has investigated the above statements and offers the following response:
Frontier has reviewed Ms. order and determined this was completed in error. Frontier has credited the bill to a zero balance which will reflect on the 10/1/19 statement.
Frontier did not report any outstanding balance with the credit agency, therefore the credit report would not be affected.
Frontier has reached out to Ms. and provided the information above.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. 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. THANK YOU for helping me.
Regards
#! .stopped service on june 27,2019 billed me for july and no longer living at location
#2 ordered new service at new address,10 weeks and still dont have it.but am being billed for it. made 4 tec appointments nobody showed for all 4 and never called. I wasted 16 hours waiting for them.they just made a new service call[ #5]. that I found out about by calling to find out what happen to todays service. they never call or let you know what is going on..they billed me for equipment the day they sent it out and not the day we got it up and running as we still have not got it working.you call them and are on hold and never get an answer just run aroundd
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 he is disputing the Frontier final bill charges. Frontier has investigated the above statements and offers the following response:
Frontier advises we have issued several courtesy adjustments.
Frontier confirmed with Mr. that service is now working and no issues to report.
Frontier has scheduled a follow up to ensure next bill accuracy and that all appropriate credits have been applied.
Frontier has provided direct contact information if Mr. has additional concerns.
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.
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
My Daughter an I were on the same account same bill for 2 years. July 25th we disconnected hers in orfordville . Mine is still open .we both just had internet .the was a storm that week an we had no service so a tech came out an replaced everything an still nothing so he was going to check wiring an let us know we herd nothing I have tried to call an no one knew nothing . August 8th I got my bill I got a credit for28 dollars credit so this month the same so I checked my on line an I had a charge for a 112 .82 for something I haven't had this was sept 5th . I called yesterday an today on the phone for 2an half hours still no one coming to fix I got hung up on after the 5th person I talked to.
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
· Ms. stated her internet service has been out since the last week of July. She Stated the tech was out to her home and it is still not fixed. She is also concerned as she is being billed and her service is not working.
Frontier has investigated the above statements and offers the following response
· Frontier has a repair visit scheduled for September 21, 2019. We have also credited Ms. from July 25, 2019 to September 2, 2019 for the current billing. Additional out of service credit will be posted as soon as the service is repaired.
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.
I have a complaint with them thought it would be resolved this weekend they never showed to fix or called Fix the problem an credit my account with no charges.
Regards
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
· Mrs. stated that frontier missed her repair appointment for September 21, 2019 She is also concerned about credit to her account.
Frontier has investigated the above statements and offers the following response:
Frontier advises trouble tickets are addressed as quickly as possible with consideration to the service affected, medical necessity, inclement weather and other factors. · Frontier repaired the internet on October 2, 2019. Frontier has issued appropriate credit to date and advised Mrs. we will issue additional credit on the October 3, 2019 bill as soon as it can be accessed.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mrs. may have experienced as a result of the above matter.
Hello... This complain is due to inaccurate information being given out by Frontier Communication ...I have applied for new service April 2019 and was visited by a rude installation person and was told engineering was a problem and he left wire for me install in conduit. I have called dozens of times and in the past have been told engineering is the problem and they could not install... finally I was told and engineering manager would call and explain (that did not happen)...approx. time this year July....I then contacted Frontiers Office of the President and was contacted by Bridget (***) she indicated that her records show no engineering difficulty and I should be all set to go... I then called and scheduled an appointment with no difficulty on 8/23/19 8am-12pm and was told they would call a day in advance....the day before promised installation I did not receive a phone call but did call the morning of the promised installation (approx 9 AM) and was told they are on the way.... 12.30 PM no show!! and I called again and they indicated I have an engineering problem and they will NOT be on site to install ???..... All I want is accurate information and service installed....can you please help?
Respectfully
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 that he had an appointment to have new service installed by Frontier on August 23, 2019, and when no technician showed up, he was informed by Frontier that there was an engineering problem and therefore service could not be installed at that time. Mr. advises that he would like Frontier to install the service at his location.
Frontier has investigated the above statements and offers the following response:
Frontier advises that service will be available at Mr.’s location once engineering work has been completed, which is anticipated to be at the end of the week of October 28, 2019. Once the engineering work has been completed, Frontier will be able to rescheduled the installation appointment.
Frontier spoke with Mr. on October 28, 2019 and advised him of the above information. Frontier will follow up with Mr. to ensure that he gets the service installed, and he has direct contact information for Frontier.
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.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, I am hesitant to accept Frontiers' explanation due to previous inaccurate promises..... I would like to keep my complaint open till service is 100% complete at my home. Frontier has described accurately their actions and have restored some faith but I would feel much better waiting till service is complete... as I mention in my original complain I have been waiting since early April and a few more weeks will not harm anything...
Regards
Thank you for referring the rebuttal of *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Rebuttal states that:
Mr. advises that he would like Frontier to complete the installation of service at his location.Frontier has investigated the above statements and offers the following response:
Frontier advises that after the engineering work was completed, the internet and home phone services were successfully installed at Mr.’s address on December 10, 2019. Frontier advises that a courtesy credit of $50.00 will be applied to the customer’s account because of the missed appointments and the delay in completing the engineering work. Frontier left a message for Mr. on December 11, 2019, and informed him of the above 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.
On Thursday September 5, 2019 I arrived home from work at aprox 4pm to find I had no working internet and no working home landline telephone. Both of these services are provided by Frontier Communications and I pay them on time monthly. I was walked through a process over the phone by the customer services representative to attempt to repair the issue myself to no avail. They said they would have to send a technician to my home and the earliest one was available is NEXT Tuesday, September 10, 2019. I found this completely unacceptable.
I explained to the customer service agent that I am a 59 year old female senior citizen alone on my own and have only an old flip phone as my only other means of communication. Sadly, I do not always have service on my old cell phone and I rely on my landline as my means of communication in case of an emergency at night when I am home alone. They informed there was nothing they could do because they have a limited number of technicians who come out of Tampa only and next Tuesday is the earliest it can be repaired.
When I signed up for this service I was not told that potential repair needs could take a week and there was a probability I could be left without service for a lengthy time.
I am very afraid going to bed at night knowing that I have been left with absolutely no way of contacting any help if it became necessary.
This is very careless and inconsiderate of Frontier Communications, not to mention extremely unprofessional with no consideration of customer hardship and potential danger they are placing senior customers in.
Product_Or_Service: December 2018
Order_Number: n/a
Account_Number: ***-
Frontier records reflect that Ms. called on 09/05/19 to report that all of her services were out. The agent performed troubleshooting and created a trouble ticket for the next available due date of 09/10/19. Ms. escalated to a supervisor requesting a sooner due date. Contact was made with Dispatch who advised that an expedite would be added on the ticket however there was no guarantee that it would be worked sooner.
Notification was sent to Ms.’s contact number on 09/10/19 advising that the trouble ticket had to be rescheduled for 09/13/19.
Ms. called on 09/10/19 requesting to cancel service. An order was created to cancel service effective 09/10/19.
Frontier has applied an out of service credit of $14.73 for Internet and TV service dated 09/05/19 – 09/11/19, the end of the bill cycle. No further credit is warranted.
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 for this complaint of this date. However, I have since filed another complaint, which also needs to be addressed. In reference to a no-show technician on 9-10-19 and not given notice of this until 4:54pm on that date (9-10-19) and therefore losing a full day's pay for no service rendered, in addition to being told I would now have to take another day off from work to again wait on a technician that may or may not show up. With a financial hardship as well as a safety hardship placed on me by Frontier, we still have issues to be resolved.
Regards
I have been receiving collection calls from frontier. My bills are continually being billed incorrectly from day one. Recently my phone number was change due to identity theft. Once my new number was updated, all my promotional fees were removed. I spent 3 hours on hold for a supervisor, representative stated no supervisor available. I have not received a call from a supervisor as yet. My bill is currently showing $400.00.
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. is disputing her billing for services from Frontier. Frontier has investigated the above statements and offers the following response:
Frontier found Ms.’s account was not receiving promotional credits. Frontier has issued a credit to correct missing promotions. Frontier provided direct contact information for Ms..
Frontier spoke with Ms. on September 12, 2019, and advised of the about 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.
Frontier Communications discounted my landline telephone and Internet on August 13, 2019. They sent me a bill from August 25 thru September 24, 2019. I called them on the phone and was on the phone for two and half hours and I talked to 12 different people. Frontier is a firm believer that they can still charge for no service. I tried to get my phone back and cancel Internet and they said they would have to charge $400 to cancel Internet. I do not want to pay a bill when I do not have service. They should at least give me a discount. They said they will continue to bill me even though I do not have service and then they will permanently disconnect me and then I will only have to pay what I owe them $445.98 now they want $630.88.
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. is disputing her billing for service from Frontier. Frontier has investigated the above statements and offers the following response:
Frontier found Ms.’s account was closed for non-payment and the final billing will be dated back to the last day of service August 12, 2019. Frontier has set a follow up to review the final billing for September 27, 2019.
Frontier spoke with Ms. on September 11, 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.
Due to financial issues we sold our house and on 7/18 requested service cancellation. After discussing with Frontier' rep Jeremy the effective day of cancellation, he never waned us about the upcoming cut date. We only told us that effective date couldn't be on weekends. We requested 7/22 and were charged the full month.
Thank you for referring the complaint of *** to our office for review. We appreciate this matter being brought to our attention.
The Complaint states that:
*** advises that he was billed for service after disconnect.
Frontier has investigated the above statements and offers the following response: Records show service order *** completed July 22, 2019 disconnecting service.
Additional research shows Mr.’s bill cycle was the 19th of each month.
Research shows on bill date July 19, 2019 Mr. was billed $234.83.
On October 2, 2019 credit totaling $234.83 was applied bringing the balance to zero.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** may have experienced as a result of the above matter.
Frontier Specialist: Amy B Department: Consumer Relations
I have paid monthly for internet, phone and tv with this company religiously. I was considering changing service to comcast but changed my mind. Two days later Frontier turned off my internet and now my phone. When I called them first I was told I haven’t paid since 2018 and my service was cancelled. I argued this is untrue. I called again and was told they shut it off because they “thought” I changed to Comcast. I have never told them I was doing so. My husband and I have been on the phone for hours. Our service bill is paid up to date yet nobody can or will turn our service back on. I would go with another provider because of the bad treatment but where I live we don’t have any other options and this company knows this.
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 she was considering a switch from Frontier to Comcast for her home phone and internet services. She states that she decided not to change providers and stay with Frontier, but 2 days later her services were turned off by Frontier. Ms. advises that she needs to have her services reinstated immediately. Frontier has investigated the above statements and offers the following response:
Frontier advises that an electronic port out request was received by Frontier to port Ms.’s phone number to another provider. Frontier advises that the number was released per porting rules. When the number ported out, the internet service was automatically turned off.
Frontier advises that a new account had to be set up to allow the customer’s internet and home phone service to be restored promptly. A new telephone number had to be assigned, and Ms. was fine with having a new phone number issued to her.
Frontier advises that a follow up will be done to ensure that the Ms.’s bill is credited accordingly for the days that she had no service. She has direct contact information for Frontier.
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 have had issues with frontier for 2 years. But about 2 months ago ny modem stopped working, after calling I was told I would receive a new one in 2 days, it never came. So after a week I called back and they informed me theyd send it yet again, after receiving the new one it wasnt even the correct one and didnt work longer than an hour or 2 before it also didnt work. I have frequent disconnects, anywhere from 10 to 20 times a day and theres times it takes almost an hour to reconnect. Ive called and complained and finally got them to schedule a tech ti come out and fix the never ending issues and they disconnected my service the day before my appt. My bill is past due but I was making small payments on it because I told them that I wasnt paying for something that I cant even use or get them to fix when I have issues with it. I explained to them that I would pay the bill as soon as the issue was resolved and they still insist I need to pay before they can even come resolve the issues. And this isnt the first time its happened. I went through the same thing last year with them
Frontier has investigated the above statements and offers the following response:
Frontier received a report of internet issues on September 8, 2019 and dispatched a technician on September 10, 2019 whom isolated and repaired a conductor.
Frontier has issued appropriate credit to Ms.’s account for reported issues.
Frontier spoke with Ms. on September 11, 2019 and confirmed service issues restored/ no further issues.
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.
I have had Frontier service for just over two years now. The Internet is repeatedly not working. Their representatives have told me in the past that they are working on better service and have even issued credits in previous years. The service has not worked properly for months now. I asked for a credit for the last three months billing amount due to the internet not working. They informed me (after over two years of service) that I cannot expect working internet due to the location of my home? I would like a credit for no less than $60 for the payments made for three months of no internet and they are telling me they will not grant it.
Thank you for referring the complaint of *** to our
office for review. According to the complaint:Mr. of *** has expressed service concerns related to phone and internet.Frontier has investigated the above statements and offers the
following response:During August 2019, some
Frontier customers in *** and nearby communities reported
experiencing phone and Internet service interruptions. Frontier’s records
do not indicate any single issue that would have affected or disrupted a
considerable number of phone lines. Frontier personnel makes
every effort to minimize customer service issues and delays, however; in
order to provide a necessary hardware replacement to the area, Frontier
DSL Internet service was disrupted from August 19 to August 23, 2019 while
equipment from out of state was delivered, configured and installed. This
did not affect voice service; however, we recognize this likely created
customer’s concern about DSL service. Except for “common cause”
situations —damaged fiber, a cut cable, downed poles etc.— that manifest
consistent symptoms, every customer situation tends to be unique and
varies depending on the customer’s services, home equipment and connections.
Frontier is dedicated to
safety and takes its commitment to customer service and the California
communities we serve seriously. Frontier works to promptly address service
interruptions that occur from time-to-time because of severe weather
events, vehicle accidents, third party construction damage to our
facilities and other causes. Frontier provides service
in rural areas of California where other providers choose not to invest to
deliver service and where the challenges of remoteness are greatest. Frontier understands rural
customers desire the same high-speed Internet connections that larger
communities enjoy. However, higher speeds of Internet are generally more
challenging and costly to provide in rural, less densely populated areas. Frontier is continually
working to improve its network and customers’ experience; however,
Frontier has no immediate specific plans for upgrades in the area
currently. Frontier provided
additional Internet to the *** area within the last couple of
years through a California Advanced Services Fund (CASF) grant. Frontier also has
submitted plans in 2020-2022 for Northeast CA and awaits the outcome of a
California Public Utilities Commission review for a large CASF grant. Frontier will also
continue to partner with federal and state programs, including the Connect
America Fund (CAF), to expand and increase broadband service. Those
programs, not Frontier, determine eligibility locations for upgrades. Regarding the
aforementioned account, the customer subscribers to Frontier Broadband Max
at $19.99 per month. Frontier has applied credit for service concerns and
inconveniences totaling $19.99 on September 20, 2019. We trust that this information will you in closing this
complaint. Frontier
Executive Relations
I had snapped chatted with customer service at the end of June to find out when my contract was up because I didn't want to pay the higher price for cable. I was told 1/18/20, but my July bill stated it was up; and I was charged almost double the amount. So I called on 8/6 to cancel the phone/TV and just keep the internet. Derek stated it would be better for me to bundle the phone/internet and upgrade to 500/500 from 75/75, so I agreed. I did tell him that I wanted the tv canceled effective 8/6. He stated he made the order to cancel the TV; and set up to have a technician to come out and set up my internet service for 8/16 between 10-2. I waited at home 8/16 until 2:15 until no one showed up and called customer service to find out when somone would be there. I was told at the time I called, the services offered were not available in my area and that someone should have called me on 8/13. I never received a call and I was still receiving text message I had an upcoming appointment. When I called, I told customer service to cancel everything except my internet; and to back date to 8/6 when I originally call (Derek stated that he noted the account, so should be a problem). I was put on hold, then the lady came back and stated, Okay, I see the note, I will cancel effective 8/6. I received my bill; and it only canceled my services from 8/16, not 8/6. I called customer service again and Dejaine stated that she didn't see any notes and that they couldn't do this. Also, they charged be an early termination fee because I broke my contract. My promotion contact was for 2 years; which started 7/17 and ended 7/19. For some reason, they are showing I have a contact on my DVR and router until 1/18/20. NO ONE there can explain why there is a 6 months difference. Dejaine stated she couldn't tell when I started my service, nor which promotion I had. This just is crazy. How can one customer service rep see the notes and not another? Also, Derek stated that I would not be charged a termination fee because I didn't completely cancel my service. I was told 9/8/19, a manager would call me back to discuss my issue within an hour; and I have yet to received a call. They finally did put in a request to credit my bill for tv/phone portion, but only from 8/16 forward, not 8/6.
. Frontier has investigated the above statements and offers the following response:
Frontier advises a credit was provided to the customer in the amount of $87.14 to include the termination fee (38.36), prorated services, and taxes and surcharges on September 11, 2019.
Frontier has also adjusted an additional $15.98 for the late fee applied to Ms.’s billing as a result of her billing dispute. Ms. should anticipate seeing this credit on her October 2, 2019 statement.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** may have experienced as a result of the above matter.
We canceled our service on May 3rd because of defective equipment and intermittent Wi-Fi. We had new service installed in our home by *** on May 2nd of 2019. We disconnected our Wi-Fi from Frontier on May 2nd and canceled on May 3rd of 2019 and mail that all the equipment back to them and have a confirmation tracking number from ***. We do not have a contract we are paid in full we are disputing the bill that's remaining they never provided the services to us on the dates that they're claiming we owe them money we canceled our service and they can track whether or not we have an IP address our service was unplugged on May 2nd of 2019 they continued to send us a bill we have disputed the bill and they just keep on ignoring us putting us on hold saying they'll call us back and no one ever calls us back and nothing ever gets resolved we are no longer customers and we have received service from *** since May 2nd of 2019 if we can't resolve this we plan on filing a complaint with the Florida Attorney General's office and the Federal Trade Commission as well.
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 he was billed after he terminated services. Frontier has investigated the above statements and offers the following response:
Frontier advises we have issued a courtesy adjustment from May 3 to May 23, 2019.
Frontier advised Mr. is responsible for charges from April 24 to May 2, 2019.
Frontier communicated the above information on September 19, 2019 and has provided direct contact information if he has additional concerns.
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.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 13822889, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
***
The 90 days prior to closing our account with frontier we were assured we would recieve a 50 $ credit ( frontier never documented ) for the intermittant regional outage issues that frontier was having with there wifi service. We called on multiple occassions ( consuming costly personal time) and were assured again they were well aware of the regional wifi outage issue and were working on it. Ultimately we cancelled our service ( which frontier refused to even document ) because of defective eqipment /wifi outages . The average phone call dealing with frontier customer service last on average of 1 hour . The phone reps say one thing on the phone and document something else. If need be I will file a complant with the Federal Trade ccommission and the Florida Attorney General . Its not about the money anymore its about being honest and fair with consumer. Our position remains the same we are paid in full for the faulty and defective services and are very disapponted with the dishonest customer service reps.
Frontier must respectfully decline Ms. request for an additional $50 adjustment applied to her account.
Frontier has applied adjustments to Ms. account in the amount of $122.50 for time out of service.
Frontier advises that there are no other warrant adjustments at this time.
Service for cable and internet was disconnected on 8/1/2019 and confirmed by Frontier as disconnected on 8/1/2019.
Frontier sent a bill for the entire month of August for $208.75. The bill is specifically for the dates from 8/1/2019 to 8/31/2019.
I received no service and no product from frontier from 8/1/2019 through 8/31/2019. Frontier refuses to remove the charges stating that the bill was already printed even though they admitted to my service being shut of on 8/1/2019. A Frontier representative originally told me that once I returned their equipment (which I did in a timely manner in shipping containers provided by Frontier), that my account would be cleared and I would be finished. This is not and continues to not be the case. I have spoken at length to multiple representatives who have all provided different levels of excuses for the charges remaining. No one has responded to the dispute I filed with them (#S-***) and no one has returned calls or followed up as promised. I will not pay for services I did not receive.
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 he was billed after he terminated Frontier services. Frontier has investigated the above statements and offers the following response: Frontier advises we have issued an adjustment for the August 1, 2019 bill date.
Frontier has scheduled a follow up to ensure adjustment accuracy.
Frontier has provided direct contact information if Mr. has additional concerns.
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.
August 19 scheduled appt for Wi-Fi . I took a half day off as required by Frontier. Received Text stating technician dispatched. He was a no show and there was communication. No Wi-Fi. I called and new appt in August 23. Another half day off of work. Wi-Fi connected . Was told by technician someone would come back to bury the cable.
No ocommunication. I called last week and was told I needed to be here today, Monday September 9 between 12-5. Again a no show and no communication. Another half day wasted. Please help. I’m so frustrated with this company. Thank you, Debra Joyce
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 has missed a service appointment and would like to have the Frontier cable buried. Frontier has investigated the above statements and offers the following response:
Frontier spoke to Ms. on September 12, 2019 and advised we have applied a missed appointment credit.
Frontier has scheduled a follow up.
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.
Frontier communications is the only internet provider available in my small town , the internet service has continued to go out for 4 weeks I have placed numerous calls to customer service ,technicians , and I only get cancelled appointments where I have to be home from 1-5 when the appointments are made then they are cancelled, the internet problem is still not fixed and every time you call on you are on hold for over an hour to then speech to someone outside the country because all other offices are closed , we are still paying for a service that is not being provided because billing issues can’t be resolved until after at technically support member can determine what is wrong and again the technicians do not show up and are always weeks out to help
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 her Frontier internet connectivity and speed. Frontier has investigated the above statements and offers the following response:
Frontier advises we have issued a missed appointment credit.
Frontier has made several attempts to speak with Mr. *** and Ms. M ***, but we have been unsuccessful.
Frontier has provided direct contact information by email and voice mail 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have sent in a complaint on 9/9/2019 in regards to frontier communications. The company has not contacted *** at all about the lose of service or given any information about when someone will fix the issue with our service. *** was told that someone will help with correcting the monthly bill because the service isn't working but we are still paying for the internet. *** has had to call in to the company numerous time while at work and can only be on the phone for so long he is at work. I have called in no one has called me one person named Richard called me back I left a voicemail and he never called me back and I have 12 cancelled appointments via text messages from there tech department stating they are having unexpected delays . These messages are all for either the next day or a couple days out and that an adult someone 18 years of age needs to be home but at 4:30 pm the appointment is cancelled and moved to the next day . The internet still doesn't work correctly and now we are being told that we have a contract when we want t to cancel. No one from the company is helping , we were sent a new router that I myself installed and the problem is still not fixed .
Regards
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 he is having issues with his Frontier internet connectivity and speed. Frontier has investigated the above statements and offers the following response:
Frontier advises we have issued a missed appointment credit.
Frontier confirmed that Technician arrived on September 25, 2019 and confirmed internet and equipment were working at the time of the appointment.
Frontier spoke to Mr. on September 26, 2019 and confirmed services are working.
Frontier has scheduled an Internet Help Desk Agent follow up for September 27, 2019.
Internet speeds are based on multiple variables including limitations of the computer, wiring inside the home, time of day, distance from Frontier’s equipment, among other things. In an area where high Internet usage during peak periods could be affecting Internet service speeds. WiFi network congestion could be affecting Internet service speeds. Frontier advises that plugging devices directly into the router through a wired connection should address this issue. Frontier has provided direct contact information by email and voice mail if Mr. has additional concerns.
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.
Purchased High speed internet service. Over time as more customers are added or Frontier alters their network, the service continually degrades to 35% of the speed I'm paying for. On 9/2 I called Frontier to complain about getting 50MBS of speed (I pay for 150 MBS). Frontier scheduled Techician to come out to the house and check the service. On 9/9 I waited for 6 hours for a technician that ended up being a no call, no show. I called frontier and spent 90 minutes in the call queue to get customer servcie help only to find out that tech advised their dispater earlier in the day that couldn't make it. The call center supervisior said that dispatches note said they would "provide me a new schedule" (I work, and so scheduling the first time was an effort). This is the third time servcie has degraded. In past occurances the tech discovers that the issue is not at the house, but rather congestion at the network node that feeds the area. Frontier then takes up to two months to upgrade the node bringing service speeds back up to the contracted / advertized level.
Revdex.com Complaint No.: ***Frontier
Communications has received notification of a complaint from the above
individual. 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 that
Internet service speeds are based upon many factors including customer
location, customer equipment, and Wi-Fi network interference. Customer speeds may vary over time.A Frontier technician assisted
with the concerns to address speed concerns. Frontier spoke with
Mr. to discuss the above. He was also advised credit totaling
$95.38 has been applied to his account for service concerns and
inconveniences. Credits will post
within 1-2 billing periods. Frontier
apologizes for any inconvenience the above information has caused and trust
this information will assist you in closing this complaint. Sandra
P. Frontier
Executive Relations
Frontier Communications has been our Internet Service Provider for several years. However, for the last several months their download speeds have continued to decrease to as little as less than 1.0MBs per second. When we signed up for their DSL Internet Service package, it was advertised as providing internet download speeds at 6MBs per second. However, they have never been able to provide download speeds greater than 2.8MBs per second. I have contacted them on several occasions requesting that they provide greater download speeds, as advertised, and have been told that due to the limitations in the servicing DSL cable, in which they own and provide, and the distance from the local connection point, that no greater download speed can be obtained. I have spoken with Frontiers customer service, online tech support teams and local service technicians.
After many years of frustration over this matter, we finally canceled the DSL internet service on or around 8-26-2019. We went ahead and paid the final bill online at frontier.com, on 8-28-2019, as this was the due date printed on the bill. However, due to their abnormal payment processing practices, they are now stating the account is still open and a $9.99 late fee has been charged. This is because they failed to apply the payment until 8-30-2019. I find this practice flat out fraudulent.
Thank you for referring the complaint *** to our office for
review. We appreciate you bringing this
matter to our attention.According to the complaint:The consumer Mr. cancelled service and disputes the bill.He expresses he does not agree with the billing of the $9.99 Residential Processing fee. Frontier has investigated the above statements and offers the following
response:Frontier internet cancellation has a $9.99 Residential Processing fee. On September 25, 2019 a credit applied to the account for $9.99 to offset the fee. Frontier attempted to reach Mr. to advise of the above but was unsuccessful. Voice mail message provided a direct contact should he have concerns. We trust that this information will assist you in closing this
complaint. We apologize for any
inconvenience the customer has experienced as a result of the above matter.Sandra P.Frontier Communications
on 7/22 I contacted Frontier to cancel my phone line service, but keep my internet service. when I call the agent said, they had a free upgrade on my internet. I asked if he was sure there was no charge, he said no and said, someone will stop by to check something and if they needed to reach me they would call me. I gave him my new cell # to contact me, since he said my phone line would be disconnect, I assume it would be remove immediately. I got a txt a few days later saying regarding my order, they said if they needed to contact me they would call. Which in my mind they never did bc I assume I had no land line, however, they had my cell #. In August I noticed my bill still had the phone, I got an agent who seemed more to be arguing with me, talking over me, totally disrepecful an refuse to transfer me to a supervisor..She said a tech person tried to call me regarding my order, I said what order, I got a txt with an appt. that I never knew about, and said that in order to disconnect my phone they needed to come inside my home and remove something, this was never disclose to me, then she said, that I was going to be charged additional for the upgrade and said that it would be more in the long run if I disconnected the phone. I said I will call back as I was furious as this was never informed to me on 7/22. I called back the next day spoke to yet two other people who claim could not do anything and that although I did not have use of my phone line, I still had to pay my full bill for August 12, which I did, but I noted down, on my notes that it would be the last one. and on Sept. I should only see internet $55 and taxes, which is was I was told the difference was going to be. On sept. I noticed another full bill, my phone was still there, nothing got removed they cancel one order (??) but nothing got done. the person I spoke to on that time, was like a robot repeating the same thing, making it sound like it was my fault. I told finally to remove everything she didn't even tried to persuade me to keep my account after being with them since 2005 or 2008. I said how can you expect me to give you good feedback when it has been awful. She said, sorry and that was the end of that. I gave a bad review of course. Come to find out this person retaliated and never processed the order when she said she had and provide me with an order #. Note: she asked me when I wanted my internet disconnected I said make it effective 8/26, come to find out a few days later when I check to follow up, as at this point I did not trust them, and once again, I was told the order was never processed, the order was there, but the agent forgot to place it, yet they are making me responsible for a service phone line that I have not used since 7/22 and internet since 8/26, they said my cut off billing cycle was 9/18, so they are still getting another full bill from me. I have emailed the president, tried to call an speak to a higher supervisor, but they never seem to have one. I have emailed their website and nothing not a single response, all they want is my money for services they I did not used. PLEASE HELP.
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 after service was disconnected. Frontier
has investigated the above statements and offers the following response:The customer called on
July 22, 2019 to disconnect her telephone and upgrade her internet. Both requests were written on one
service order. Frontier has issued an
adjustment of $82.32 which will be reflected on 1-2 billing cycles.We called and left a
message for Ms. with the above information and our direct contact
number.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