Sign in

Frontier Communications

Sharing is caring! Have something to share about Frontier Communications? Use RevDex to write a review
Reviews Long Distance Phone Service, Internet Service Frontier Communications

Frontier Communications Reviews (4127)

I am writing this for my dad. He has had Frontier for years, lately I know 3 months at least the internet has not been working it comes and goes. Dad has called them numerous times he has been lied to and even hung up on! I’m sorry that is awful customer service!! Then there are times he is on hold forever and gets nowhere and is told it will be roughly 3 weeks before someone can come to his house and fix the issue but we see their trucks all the time. And now they sent him a disconnect notice!! Are you kidding me!!! He shouldn’t have a disconnect when his internet has not been working!!

I have had them for a little less than a year. I have called about faster speeds due to needing it for my job. They say that I cant get any faster due to where I am located at. They are charging me for a router that I never purchased from them or received from the company but I had got it from a family member that had them at one point. It is the same one that Frontier uses but I feel that it is not right for them to be charging me for something that I have never got from them. The service in my are is always going in and out and if it rains I have no service at all. The customer service does not want to listen to you when you call in to try to get issues resolved.

worst company to deal with. waiting on the day the FCC should close them down, and give my area a new phone company

The internet service provided by frontier has been of late unacceptable. The service is spotty at best. It can not be depended upon to be on when needed.I have been a customer since frontier took over from *** . The service switched over from dial up to broadband and things went well for years, Of late the ability to stream tv, bank online shop online,and all the other things expected of this company in the past, I believe has been compromised by an increase in customers at the expense of previous customers.

Frontier Communications Response • Sep 23, 2019

Thank you for referring the complaint of Mr. *** to our office for review. We appreciate Mr. for bringing this matter to our attention.

According to the complaint:
Mr. advises that he was 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 network congestion, customer location, customer equipment, and WIFI network interference. Customer speeds may vary over time.As stated in Frontier’s terms and conditions, actual Internet speeds may vary, and any speed advertised is not a guarantee. Frontier is providing the fastest Internet it can at this location at this time.
Frontier advises that the available Internet speed depends on the distance from the nearest Frontier serving node. Mr.’s location is over 21,000 feet from the nearest Frontier serving node.Frontier advises that it is continually working to improve its network and its customers’ experience; however, frontier has no specific plans for upgrades in Mr.’s area at this time.
Frontier’s technical support spoke to Mr. on September 20, 2019 and confirmed the Internet was working.
Frontier’s technical support continues to work with Mr. towards a resolution. 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.

Customer Response • Sep 27, 2019

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.
Regards,

***
I currently have a frontier tech appointment scheduled for Sept. 30 to address the very same problems listed in the complaint. This problem has not been solved. While their letter states the speed is the best we can expect, it does not address the problem of the internet service continually dropping at various times through out the day .Frontier does not mention anything regarding the distance from their service NODE to your home at any time in their ad soliciting customers, nor at the time they switched my sevice from dial up to the present service..

Frontier Communications Response • Sep 30, 2019

Thank you for referring the complaint of Mr. *** to our office for review. We appreciate Mr. for bringing this matter to our attention.

According to the complaint:
Mr. advises that he was 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 network congestion, customer location, customer equipment, and WIFI network interference. Customer speeds may vary over time.
As stated in Frontier’s terms and conditions, actual Internet speeds may vary, and any speed advertised is not a guarantee. Frontier is providing the fastest Internet it can at this location at this time.
Frontier advises that the available Internet speed depends on the distance from the nearest Frontier serving node. Mr.’s location is over 21,000 feet from the nearest Frontier serving node.
Frontier advises that it is continually working to improve its network and its customers’ experience; however, frontier has no specific plans for upgrades in Mr.’s area at this time.
Frontier advises a technician was dispatched on September 30, 2019 checking on frequent disconnects and the access line and Internet tested good.
Frontier’s position remains the same as there has been no additional information provided that warrants a deviation from the original resolution.
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.

My problem is that since July, the month I became a Frontier customer my bill has been continuously wrong. During my inception as a customer there was a promotion, the promotion was for 49.99 a month before tax for internet 500/500. Once my bill came, the bill was instead for 165.00. I have spoken to Frontier on numerous occasions that the bill is going to be fixed and it never gets resolved. Last month, I was issued a credit and my bill reflected the correct amount. I was told that was the last bill I would have an issue with. Now we are in September, and the bill is incorrect again. I am being told to pay the full 165, which is incorrect until my dispute is resolved. However, Frontier has no idea when the dispute will be resolved. This is fraud and I am absolutely upset how my experience has been with Frontier as a new customer.

Frontier Communications Response • Sep 13, 2019

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 has a Frontier discrepancy. Frontier has investigated the above statements and offers the following response:
Frontier advises we have issued the appropriate adjustment.

Frontier has confirmed the billing issue has been corrected
Frontier has scheduled a follow up to ensure bill accuracy.
Frontier spoke to Mr. on September 13, 2019 and 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.

My ONT box failed and when I called to explain the urgency of the situation that I was in (internet needed to complete my exam, to turn in my homework, etc.) Frontier told me that the closest day they could send in any one is almost 15 days away. That was outrageously insane. When I called to confront and to disconnect service later that day, Frontier said that I still had to pay 58.98- the monthly payment and they could not refund me any amount since their charge was pro-rated. That was WAY BEYOND UNFAIR. Due to their horrible service, I had to pay for the whole month while getting not even 25% worth of service??? If you are ever considering this company, I recommend a big fat "NO."

I change my phone service on 8-9-2019 from Frontier Communications to another company. I received a bill in the mail for $299.77 for a termination fee .I had no idea that I had to pay to terminate my service. When I called and canceled my phone service no one told my of any such charge.I did not sign any contract with this company. My bill was paid in full in the amount of $72.09 for the month of July and I was waiting for the bill for August 1st tile August 9th and instead I get a bill for $299.77.I shouldn't be charged this amount for no longer wanting this service.

Frontier Communications Response • Sep 13, 2019

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 final billing for service from Frontier. Frontier has investigated the above statements and offers the following response: Frontier found Ms. was billed a termination fee in error. Frontier has removed the termination fee and issued all applicable credits to her account.
Frontier spoke with 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.

Customer Response • Sep 14, 2019

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 internet modem stopped working on 8/17/19. I contacted Frontiers customer service line and was sent a new modem that arrived on 8/20/19. On 8/31/19, the new modem quit working. I contacted customer service and after speaking to multiple different people I was given a repair date of 9/26/19. Which I told them was unacceptable. On 9/1/19, I spoke with Tracey from their advanced service desk who ran tests on our modem and was told by her that the firmware update on the modem has caused the modem to no longer work and that she would send out a new modem and it would be there on 9/3/19. The modem did not arrive. On 9/5/19, I contacted David S who is the frontier social media account person who had facilitated me speakimg with Tracy originally. After daily email contact with him, I am now beimg told today that the modem will not be sent out and that the earliest a tech will be sent to our home to address the problem is 9/27/19. I have repeatedly aske for my account to be refunded for the days I have not had service and nothing has been refunded. They have a monopoly in our rural area and we have no other choices. We pay for high speed and only have dial up speeds.

Frontier Communications Response • Sep 19, 2019

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. that she has experienced issues with her internet services from Frontier. Frontier has investigated the above statements and offers the following response:
Frontier advises that a repair was completed on September 17, 2019. Ms. responded via text message that the service was fixed due to receiving replacement modem in the mail.
Frontier applied an out of service adjustment in the amount of $28.50 to Ms.’s account which will be reflected on the next statement.
Frontier spoke with Ms. on September 18, 2019 to review this information with her.

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.

Customer Response • Sep 19, 2019

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

We originally had frontier internet services. We decided to upgrade to the triple play, which includes phone, internet and cable. Our billing cycle ended on 9/5/19, so we decided to add the services the day before the billing date ended, the date services were set up was 9/4/19. The tech came, hooked up the cable tv, did not hook up a phone service and "upgraded" the internet, which gave me slower speeds than I originally had. We had 200/200 internet and upgraded to 500/500. I reached out to Frontier via Social Media, their chat as well as phone calls all on 9/4/19 as well as 9/5/19 and 9/6/19. They expressed to me that because they couldn't get a tech out until 9/11, I'd have to deal with the issue until then. I told them this was not acceptable and I would not wait until the 11th (7 days later) to have functioning service that should have been completed. They assured me they would escalate the issue and someone would be in touch to get it taken care of sooner. After no response from anyone other than being told too bad, deal with it, I canceled my service on 9/5. The retention specialist was rude as all mess, over talking me and told me that they couldn't cut my service off on 9/5 because it was the billing date. I told her I want it off now. She proceeded to keep me on the phone for another 15-20 mins explaining that they would send someone on the 11th. I told her again to cancel right now. She again proceeded to tell me that we would be charged for the upcoming month as she couldn't cancel today. I told her that I was not paying a bill for any services as we did not receive them and they did not work. She also stated that no other company would be able to come until after Frontier would to install new service. I work from home, I need the internet and phone line to work. *** came and was installing the service within minutes after Frontier was canceled. After the call ended, she had the service shut off. I have video proof that the service was canceled on 9/5/19. We received a bill today for 160.23 for the month service 9/4/19-10/4/19.

Frontier Communications Response • Sep 19, 2019

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 was charged after she terminated Frontier services. Frontier has investigated the above statements and offers the following response:
Frontier advises that prior to termination, Ms. was billed (and thus incurred charges) through the end of her billing cycle. Ms. was eligible to continue receiving Frontier services through the end of that billing cycle. Frontier issued a customer courtesy credit of $144.92 leaving a balance currently at $15.31.
Frontier communicated with Ms. and advised her of the above information on September 18, 2019 via email. 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.

Customer Response • Sep 19, 2019

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.

Services were not rendered properly, therefore, I should not have to pay for services I did NOT receive. My phone line was never hooked up, the internet was slower than it was before I upgraded and I did not even have a FULL day of "service". I do not feel it is fair to charge me for services that were not provided to me, nor for the incoherent customer support provided by the dozens of incompetent people I spoke with for the 2 days. I should not owe anything as the service was terminated the day after it started, when services were not provided and a tech was not "able" to come out for 11 days.

Regards

Frontier Communications Response • Sep 27, 2019

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 was charged after she terminated Frontier services.
Frontier has reviewed the above statements and offers the following response:
Frontier advises that prior to termination, Ms. was billed (and thus incurred charges) through the end of her billing cycle. Ms. was eligible to continue receiving Frontier services through the end of that billing cycle. Frontier issued a customer courtesy credit of $144.92 leaving a balance currently at $15.31.
Frontier communicated with Ms. and advised her of the above information on September 17, 2019 via email. No new information provided in the rebuttal. The issues that were presented is the reason the customer courtesy credit of $144.92 was 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.

I called and informed Frontier that I would be returning their router because I purchased an identical Frontier-brand router of my own. Frontier then mailed me a return box and a shipping label. I returned their router in the box and received notification via text that Frontier received the shipment. About a month later, I noticed that Frontier was still charging me $10 per month for rental of the returned router. I called Frontier to resolve the issue. The Frontier representative informed me that Frontier would continue to charge me for the returned router because that was their practice. I explained that I failed to understand why that would be. I then asked to speak with a supervisor. The representative transferred me to a voice mail box that could not accept any more messages.

Frontier Communications Response • Sep 19, 2019

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 he returned a Frontier router and he is still billing a monthly rental rate of $10 per month. Frontier has investigated the above statements and offers the following response:
Our Frontier Residential Gateway (router) is Frontier equipment provided with every service order and specifically designed to work with our service. Our advertising and our residential Internet terms and conditions make clear that our service includes equipment charges, such as the router charge, and neither our advertisements nor our terms and conditions provide any exceptions. A customer may choose to use their own router, but if the customer does, our router charge continues to apply. Also, we cannot support or repair the non-Frontier equipment.Though infrequent, when a customer chooses to use a non-Frontier router, we see increased complaints and more difficulty with troubleshooting, performing online resets, and providing simple resolutions, so it costs more to serve that customer. Therefore, if a customer uses their own router, the charge still applies to cover these costs. Frontier cannot support or repair non-Frontier equipment. Frontier spoke with Mr. and advised of the above
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.

Customer Response • Sep 19, 2019

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.
The advertised price for the services was $29.99 as shown in the attached ad. The router I purchased is a Frontier-branded router and is identical to the router the technician installed (same model). A photo of the router is attached.I was billed for router rental, not for any other service. The individual I spoke with today at Frontier stated that Frontier employees have advised upper management not to include the router rental charge on the bill but they have not received a response from upper management and therefore have no way of removing the $10 router rental charge.

Regards

Frontier Communications Response • Sep 27, 2019

Our Frontier Residential Gateway (router) is Frontier equipment provided with every service order and specifically designed to work with our service. Our advertising and our residential Internet terms and conditions make clear that our service includes equipment charges, such as the router charge, and neither our advertisements nor our terms and conditions provide any exceptions. A customer may choose to use their own router, but if the customer does, our router charge continues to apply. Also, we cannot support or repair the non-Frontier equipment. Though infrequent, when a customer chooses to use a non-Frontier router, we see increased complaints and more difficulty with troubleshooting, performing online resets, and providing simple resolutions, so it costs more to serve that customer. Therefore, if a customer uses their own router, the charge still applies to cover these costs. Frontier cannot support or repair non-Frontier equipment. Our position in this matter has not changed

Keep giving me the go around about why my internet doesn't work was on phone over 4 hours and still have no internet

Frontier Communications Response • Oct 08, 2019

Nature of Complaint:
Keep giving me the go around about why my internet doesn’t work was on phone over 4 hours and still have no internet. Modification/discontinuance of an advertised claim. Needs to know why they keep giving me the go around and won’t fix the problem

Ms. service was established on February 13, 2017.

Ms. currently bills $54.99/Simply Broadband Ultra plus taxes and surcharges through 2/12/2020.

A technical support agent reached out to Ms. and was advised that all services are working.

Case closed.

I was hung up on 3 times while trying to get my internet fixed. They can’t send me a new modem for my internet and I have to wait a week without internet until they send someone out. I will not be given credit for this time and wasn’t given credit the last time I was out for ten days.

Frontier Communications Response • Sep 13, 2019

Frontier Communications

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 his Internet service went down due to a storm and he called to report it and it will be at least a week before they can go out there to have the issue taken care of.
· No credit is being issued for this outage and last year he was out for 10 days and he got no credit then either.
Frontier has investigated the above statements and offers the following response:
· Frontier went out on Thursday September 12, 2019 and fixed the issues from the storm. Both ports were damaged but are now repaired.
· Frontier issued a credit for a month of service in the amount of $62.22.
· Frontier spoke to Mr.’s father Mr. *** on September 13, 2019 and they are satisfied at this time.
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.
Frontier Specialist: Jacey D Department: Customer Specialist

If I could leave zero stars, I would. Their service is the most unreliable thing I have ever paid for. I have had no phone line for over two months and my internet service goes in and out with he weather. They have sent two tech both who concluded that the problem is theirs and that the issue is a faulty phone line between the house and their dslam. Each time the tech enters an order for a new line to be installed corporate sends a text saying they have tested the issue and the problem has been resolved then they cancel the install. Then I have to start the process over. I live in a rural area with no cell coverage nor any other option. This is the absolute worst company from a quality of service and customer service perspective that I have ever dealt with in my lifetime. Frontier - you absolutely suck at everything!

I am not sure that I can say anything new that has not already been said about how incredibly terrible Frontier Communications is as a provider of internet and telephone service. I believe they service areas where people have essentially no other option but to pay for extremely substandard service! They disconnect calls to avoid challenging questions and confrontation. I recently recorded an exchange with someone (clearly in another country) where they could not provide me with an operator number, work order, or any other verification that we had spoken and that repairs/equipment replacement was needed on their end...

Insufficient internet security with the provided modem/router and no ability to even buy my own compatible, relevant, current tech equipment. Customer Service ridiculously bad. Long-term customers of no importance.

After 12 years of complaints and issues with service including less than what was promised for upload and download speeds. I canceled my services. I can only guess that we had tech out to check outages and drops at least 2x a month for years. Now I'm told they don't pro rate bills when you cancel service. I am not paying full price for 3 days worth of service that was out when I canceled.

Frontier Communications Response • Sep 10, 2019

Frontier has reviewed Ms. Hart’s account and found one trouble ticket reported in the past 6 months which was on 03/10/19 for frequent disconnects.

The 07/25/19 monthly invoice reflects new charges of $47.99 due by 08/19/19 for Internet service dated 07/25/19 – 08/24/19.

Mr. called on 08/03/19 requesting to disconnect service. Order #*** was created to disconnect service effective the next available due date of 08/05/19.

Frontier advises that Internet service is billed through the end of the bill cycle and is not prorated per our Terms of Service.

Frontier has agreed, in this instance, to credit $47.99 for Internet service dated 07/25/19 – 08/24/19 although records reflects usage on the modem until 08/05/19.

Customer Response • Sep 11, 2019

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. I also reject the claim that there was only 1 ticket for issues with the service in 6 months. Maybe they forgot for years we were calling about no service and it took them 10 years to find that the wires were literally growing into a tree because it had been so long before they found the problem. I even posted pictures to their website.

Regards

I started using Frontier for my Internet/Phone/TV in May of 2018. I was told my rate would go up in June 2019. I called the end of May 2019 and asked how much it would be going up. I was told $70.00 a month(I had been paying 132.00 a month). This seemed like too much of an increase, so I told the customer service agent I would be switching to Spectrum; the customer service woman agreed with me that it was a significant reason to switch. There was NEVER any mention of 'early termination' because I had never signed a contract. In June we started using Spectrum. I had paid my Frontier bill as I always do, but have since been getting billed $105.74 for an early termination fee. I have called REPEATEDLY but cannot get anywhere with Frontier. I have literally spent hours on the phone trying to resolve this issue. I feel I was misinformed during that first phone call to Frontier. If she hadn't told me my bill was going to go up $70.00 a month, I'd still be with Frontier, but $70 a month is $840.00 a year, and that's just insane! Thank you for looking into this matter. I sincerely appreciate your help.

Frontier Communications Response • Sep 11, 2019

Thank you for referring the complaint of Ms.
*** to our office for review. We appreciate your bringing this matter to
our attention. According to the complaint: Ms. is disputing the Early Termination Fee (ETF). Frontier has investigated the above statement
and offers the following response:Frontier records reflect Ms. established the Fios Triple Bundle on May 29, 2018. The bundle was established during a promotional period that provided a 50% discount on the Wi-Fi router for 12 months and provided HBO at no charge for 12 months in addition to discounts on the bundle products (voice, tv, data). The bundle required a 24-month term. After 12 months the Wi-Fi router rate increased from $5.00 to $10.00 per month. This is the only increase that appeared on the June 2019 billing statement because Ms. removed HBO. The Fios Triple Bundle discounts remained. Ms. ported her service to another provider prior to the end of term. As a result, an ETF in the amount of $109.66 was applied to the account. The ETF is valid and sustained. We trust this information will assist you in
closing this complaint. Frontier apologizes for any inconvenience the customer
has experienced as a result of this matter. Thank you,Edna V. Executive Customer Relations

Customer Response • Sep 13, 2019

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID 13816260, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

***
When I initially started service with Frontier, I was told my pricing would be good for 1 YEAR; at that point it would go up. I asked how much and was told it varied, to call before my year was up to find out the exact amount. I DID call the end of May and was told my increase would be $70.00! The customer service person AGREED it was a lot , so I told her I'd need to switch providers. AT NO TIME did she tell me I had a year to go and my increase would only be $5.00. If that were the case, I would not have switched providers, as we were happy with the services Frontier provided, but NOT if it meant an additional $70.00 per month. I tried explaining this to Edna V. when we spoke, and she said she would use my experience as a "coaching tool". By the time I received my June bill and saw the increase was only $5.00, I had already started service with another provider.

Thank you for taking the time to assist me in this matter.

Respectfully

Frontier Communications Response • Sep 13, 2019

Thank you for referring the additional concerns
brought forth by Ms. *** to our office for review. We appreciate your
bringing this matter to our attention. According to the complaint: Ms. is disputing the Early Termination Fee (ETF). Frontier has investigated the above statement
and offers the following response:Time-Period Term arrangements are provided in detail in Frontier’s Terms of Service available at www.frontier.com/terms under Voice/VoIP/Telephone, then select Frontier Residential VoIP and Digital Voice Terms of Service. Frontier’s position remains the same as the
additional information provided does not warrant a deviation from the original
resolution. We trust this information will assist you in
closing this complaint. Frontier apologizes for any inconvenience the customer
has experienced as a result of this matter. Thank you,Edna V. Executive Customer Relations

At the end of April 2019 I started service with Frontier. Came around door to door and promised me a lot better iinternet speed and more channels for about same price already paying with different co. Told them did not want to spend more than 100.00 mo. Ended up to be 111.00 but agreed. Well since starting service till now (4 1/2 mos) I have paid this company 831.63 and state that I have payment due in 5 days for 177.00 (just paid them 177.00 yesterday. I kept getting msg on my tv screen that I needed to pay them to connect services again. I pay them every month! I call automated number and pay the amount it says I owed. Got tired of paying and called them to see what was going on. Have spent 2 days and over 4 hours dealing with rude csr people, put on hold for over 40 min and then hung up on! !st call the csr rep said she could see no pymt made since June! Transferred me to tech support! On hold and had to go to work. Called later that night and csr found all my pymts except one. Commented that was definately something wrong with bill. Said I have been charged twice this month for reconnect fees and every month since started with them! Also informed me I have a package deal that incl home phone! Never asked for that and did not know had! Dont even know my own telephone # yet paying for that every month as well. My bill has been over 177.00 a month! I am frustrated beyond belief! Asked to speak to supervisor and told busy on other line and they would tell me same thing anyway! Asked for address to local place I can talk to someone in person. Nearest one is over an hour away! I am looking into what can be done to stop this company from ripping people off and getting away with it!

Frontier Communications Response • Sep 10, 2019

Frontier CommunicationsThank you for referring the
complaint of *** to our office for review. We appreciate you
bringing this matter to our attention.The Complaint states that: Ms. is disputing her bill for services from Frontier. Frontier has investigated the above
statements and offers the following response:Frontier advises that the price for the package that Ms. subscribes to is $11.99 per month plus taxes and surcharges.Frontier advise that Ms. increased due to late fees and reconnection fees applied to her account.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 Ms. has
experienced as a result of the above matter.Frontier Specialist: Tocoma
K. Department:
General Manager

We have been waiting for a replacement modem for 2 months. Now this morning we have no phone service - neither do our neighbors. The company stated the earliest they could get here was the 16th September - this is completely unacceptable. We have no other method of calling 911 if the need should arise.

Frontier Communications Response • Sep 16, 2019

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 she reported her phone service was not working and was told the earliest due date would be September 16, 2019.
Ms. advises that she has been waiting two months for a replacement Internet modem to arrive.
Frontier has investigated the above statements and offers the following response:
Frontier advises a trouble ticket was generated on September 6, 2019 and the repair was added to a common cause outage affecting multiple customers in the area.
A Frontier technician was dispatched on September 6, 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 advises a replacement modem was ordered with expected delivery on September 16, 2019.
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.

I have been a customer of Frontier Communications since 2017. When I initially set up service, I was using their router and paying a rental fee. After a while, I decided to purchase my own router and returned their router to remove the rental fee from my account. This was fine until this month. On August 15th, 2019 I decided to upgrade my service with Frontier Communications for a faster internet speed. Installation tech came to my house and upgraded the hardware and asked if I would need a router. I responded no and no router was provided. Today (September 5, 2019) I received a bill stating that I was being charged a $10 router rental fee every month. When I contacted Frontier, they informed me that I would be charged a rental fee for a router regardless if I was in possession of one or not. When contacting the representative for the upgrade, this change in billing policy was not relayed to me in any way. The current situation is I am now paying $10 a month for a router that I never received and do not want in the future, was never informed that this fee is mandatory, and have no way to return to my previous billing situation where I am not being billed for a router. This business practice seems at minimum misleading and at worst fraudulent. If the option to switch providers was available this would not be as concerning. However, Frontier Communications has a monopoly in my area and is the only company that provides fiber optic internet to my home.

Frontier Communications Response • Sep 13, 2019

Thank you for referring the complaint of *** to our office for review. We appreciate Revdex.com bringing this matter to our attention.
The Complaint states that: Mr. is disputing his bill for services from Frontier.
Frontier has investigated the above statements and offers the following response:
The Frontier Residential Gateway (router) is Frontier equipment provided with every service order and specifically designed to work with our service. Our advertising / promotions and our residential internet terms and conditions make clear that our service includes equipment charges, such as the router charge, and neither our advertisements nor our terms and conditions provide any exceptions.
A customer may choose to use their own router, but if the customer does, our router charge continues to apply. Mr. request we ship out the router that he is being billed for, it will be sent and if billed $ 9.99 shipping fee will be credited.
Frontier spoke with Mr. on September 13, 2019 and reviewed the above.

We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** has experienced as a result of the above matter.

Check fields!

Write a review of Frontier Communications

Satisfaction rating
 
 
 
 
 
Upload here Increase visibility and credibility of your review by
adding a photo
Submit your review

Frontier Communications Rating

Overall satisfaction rating

Description: Cable TV, Internet and Telephone Installation Companies

Address: PO Box 20550, Rochester, New York, United States, 14602-0550

Phone:

Show more...

Web:

This website was reported to be associated with Frontier Communications.



Add contact information for Frontier Communications

Add new contacts
A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | New | Updated