Frontier Communications

I was without service of any kind from August 25, 2019 to Sept.3, 2019. No TV or Internet service of any kind. Since I am a writer and have to use the net to do business this effectively put me out of business. I had no way to contact any of the people or companies that I use in my business. So I made the decision to switch to *** on Sept. 4th. When I called Frontier to on the 5th to inform them that I no longer needed them for anything they threatened to report me to a collection agency. There was no offer on their part to make an allowance for the 10 days that I was without service. But I was told that I would still have to pay for those days. My decision to switch was not based solely upon this situation. The service since they took over from Verizon has been absolutely horrendous. I would get all kinds of excuses when I had to call them about some problem. I have been just flat out lied to, been given innumerable excuses, or been just flat hung-up on. Trying to file a complaint for poor service is an exercise in futility. There are just too many to even begin to try to list in this complaint. In January 2019 I agreed to a new years contract with them at the rate of $126.10 per month. It is now September and they are again demanding far more than I originally agreed to back in January. I have not received a statement for that amount even once since January. The lowest one I can remember was $144.00. There have been several in the mid $160 range. Every time I called to find out why I was being charged so much more than the $126.10 I was given all kinds of excuses. The amount they are demanding now that is due on Sept. 25th is $177.10. When I called to find out why I was again given several different excuses.

Internet went down and frontier takes a week and a half to come out and fix it their answer is they have no available techs. When I said I don’t want to pay for service I’m not receiving thy had me fill out a dispute of which takes two weeks to complete. When I told them a week and a half was to long the escalated my call and if tech came available they would call. They haven’t. Inferior customer service and inferior equipment is well known across frontier and of course my apartment only has frontier as a service provider. Furthermore when I setup the account when I moved into the apartment it took two months due to the couldn’t “prove” the balance on the apartment wasn’t mine. This is after repeated attempts of submitting my new lease showing my move in date. I escalated it to the fios rep and her got involved and finally got it installed two months later.

Never showed for scheduled appointment, canceled a greentree for no reason and without knowledge, multiple employees unable to assist.

I was set up for a higher speed internet and was getting way less. I called because my camera system requires what speed I was supposed to have but wasn’t getting, come to find out I was paying for 2 years for a 24mg 1upload speed but was getting 4 to 0.3 upload... the 1st tech came and confirmed we had the wrong router to get what we was supposed to. A month later the 2nd tech came and installed the new router.. my bill shot up 85 dollars for his work and a new monthly price that is more then what we was already paying to have our speeds fixed!!! After being hung up on 3 times a lady told me that they changed my package and I lost my grandfathered price but I didn’t ask for them to change my plan and they only gave me the difference of what I’ve paid for the last 90 days on the wrong speeds for the past 2 years. Customer service did not show interest to even want to help because they are the only provider we have in our area. The lady basically told us we was screwed and nothing we can do about it because the contract price was changed without our consent.. we now pay a higher bill and still not have the speeds we was told and locked in a new contract without our consent. Everyone in our community would gladly give another provider their money over frontier any day.. don’t believe me? You can ask yourself!! And the president of the company obviously doesn’t care if that many people are effected!

I cancelled my account in March of 2019, several days before the billing cycle was up. I talked to someone on the phone and asked if there would be any other charges. She assured me there would be no additional charges, I just needed to send back my equipment. They sent me a box with the return label, and I shipped the router back to them. I never heard anything else from them until August 8, I get a bill in the mail saying if I don't take care of the bill, they will be turning it over to a collection agency. I instantly call them and talked to someone, and she checks the system and apologizes and says it was there mistake and she would take it off of my bill. So I once again asked, so there will be no additional charges. And she said no, there won't be. I said, can you email me something showing that it was taken care of. She said no, it will just show up on your next bill as a zero balance. On August 30th, I get a bill from a collection agency saying that I owed money to Frontier and needed to pay the balance. I called Frontier again, and was transferred from one dept to another, and each one said there was nothing they could do, I would need to talk to another department to get it taken care of. So the last person I talked to said I needed to call the collection agency and tell them it was not my bill, and then they would send it back to Frontier to be looked at, but otherwise, she could not do anything. I said, so I have to call the collection agency to take care of your mistake, and she said, yes, and that she couldn't do anything for me. I cancelled my account in March of 2019, several days before the billing cycle was up. I talked to someone on the phone and asked if there would be any other charges. She assured me that there would be no additional charges, I just needed to send back my equipment. First she said, it looks like your router is too old to send back, so you just need to send back the set top box. I said, I don’t have a set top box, I only have internet. She said, okay, I will send you a box anyway and you can just send back the router. They sent me a box with the return label, and I shipped the router back to them. I never heard anything else from them until August 8, I get a bill in the mail saying if I don't take care of the bill, they will be turning it over to a collection agency. I instantly call them and talked to someone and she said it looked like I never returned the router. I told her that I had returned it and she checked the system and apologized and said it was their mistake and she would take it off of my bill. So I once again asked, so there will be no additional charges. And she said no, there won't be. I said, can you email me something showing that it was taken care of. She said no I can’t, it will just show up on your next bill as a zero balance. On August 30th, I get a bill from a collection agency saying that I owed money to Frontier and needed to pay the balance. I called Frontier again, and was transferred from one dept to another, and each one said there was nothing they could do, I would need to talk to another department to get it taken care of. So the last person I talked to said I needed to call the collection agency and tell them it was not my bill, and then they would send it back to Frontier to be looked at, but otherwise, she could not do anything. I said, so I have to call the collection agency to take care of your mistake, and she said, yes, and that she couldn't do anything for me.

Now it is September 06, and I am on the phone with Frontier once again for another hour. The person I am talking to has me on hold while he “looks for the tracking number”. I can already guess the result of that. First he told me that he was going to flag it and that it would be taken off my bill, then I asked if he could email me something showing that it was being taken care of and he said no, we never email anyone. The he said, let me look for the tracking number. Now he just told me he couldn’t find the tracking number and that was not his department, so he would have to send it on to someone else. Exactly what I expected him to say. I said, okay so now what happens. He said it was my fault for not writing down the tracking number that they printed out which would have made the whole process easier. He said they would have to look in the warehouse and see if they could find my router and that they would try to find the tracking number and that I could call back later and check the status of the situation. But that he assured me that it was being taken care of. I said, so now we hang up, I still have no proof that anything is being done and I have no idea who you are or how to get back in touch with the same person twice. I will just need to call back later and start from ground zero in order to try to find something out.

Frontier already has an F rating, so they don’t really care if people complain. They also know that they can screw people over just by saying the equipment was not returned and they either get to collect an extra $115.00 from the customer, or they get to turn them over to a collection agency to screw up their credit rating. I have a near-perfect credit rating and I don’t like having some company falsely turn me over to a collection agency. I would much rather have paid the $115.00 to prevent my account being turned over to collections if they had just told me I needed to pay instead of telling me it was taken care of. But most of all, I would just like them to find the tracking number so we can prove one way or the other if it was returned. I know that I will never get an email from them even though the guy assured me that someone would email me about the status, but when I do call back, they are not going to know one more thing than every other time I call and I will have to go through the whole process again. If they ever do find the tracking number, which they won’t, they are going to say it is too late now to track it. I told the guy I ship things every day to my customers and I keep track of all the shipping labels and return labels tracking numbers and would never put it on my customers to come up with those numbers, even though I actually email the numbers to them.

Service installed on 9/5. Technician insisted on installing service in a particular room that would not be conducive to my needs. I explained this to the technician and requested the service to be installed in another room. The technician explained that he would not be able install services in the particular room as there was not an internet outlet. I allowed the technician to complete the installation but later confirmed with a competitor services could in fact be installed in the room of my preference. I contacted Frontier to give them an opportunity to address my concern and fixed the problem before going with another service provider. Needless to say they were not capable. I was told they would cancel my service and charge me for a month of service. The technician was very professional and informative but I’m not happy with the placement for the internet service. Horrible customer service on the ca center behalf! Happy to go with another company.

We have had Frontier for over 6 years (previously ***). Since they have been Frontier, we have had terrible customer service. We have had misc. charges on our account. When we call regarding an issue, we are told that the issue is resolves, when in fact it wasn't. Each time we call regarding an issue, we have to call multiple times, in order to get it resolved. We have even been disconnected by customer service representatives, so that they do not have to handle our concern. We have literally been lied to by multiple customer service reps, including "supervisors". We FINALLY cancelled service with them. Even now, we are still dealing with problems from reps who didn't do what they said, causing us a large final bill, to include late fees. This is one of the worst companies that we have ever had to deal with. We have chosen to go without cable, to avoid having to deal with them any longer.

Since January 2019 my bills have been doubled. I looked and contacted Frontier and was informed that they are now billing a month in advance but my bill only indicates one month service from 09/01/19-09/30/19. My bill should only be $38.90 instead it’s $95.80. I was told because my bill is processed on the 1st of each month I’m being charge a fee for paying on the 4th. But when I checked my account balance on the 1st it stated it was 0.00 due to me paying $95.70 last month. I was never notified of such change that I would be billed a month in advance and the extra fee charges increasing my bill. The representative Shawn told me this change was effective on January 1st 2019. I’m on a fixed income paid on the 3rd each month and would have never agreed to this billing method. I’ve been paying bills for 2/19 $38.90; 3/19 $38.90; 4/19 $86.80; 5/19 $134.70; 6/19 $$102.60; 7/19 $95.80; 8/19 $143.70; 9/1 $95.80.

Internet (DSL) / Landlines went out on August 20th. Since August 20th Frontier has either denied there is an outage and or has refused to send out a repair crew to address the issue. I have a neighbor who has had two heart transplants and she must have a landline due to bad cell service in our area. Frontier has been advised of this and yet they still have not made any attempt to repair and service

Frontier communication is charging me a full month charge which is way over the regular monthly charge I was paying them after I switch to spectrum communication within my bill date and after paying the final bill before switching service. Then I was told there is no one I can talk to regarding a waiver of these charges.

My home internet stopped working on August 6, 2019 Frontier was called days later and a ticket was issued for repair I was notified that they would not be able to come out until the 27. The internet started working again on the 23 for 24 hours and has not been working at my home since. They were contacted on the 26 to cancel the service which they did not but billed for services they did not deliver and will not prorate cancellation date nor will they refund the entire time that internet has been out and are now charging 8 dollar disconnection fee when it is not even working.

I have had issues with Frontier in the past. Most recently is in regards to the AutoPay feature on the Frontier website. The last two months I have been double charged for my monthly service. In August, I was informed that it was my fault because I "signed" up for AutoPay twice. I was informed that the error was taken care of and I would receive a refund within 24 hours. I never received a refund and had to go through my bank to get my money back. This month, again I was double-charged for services, but this time it came through as one charge. This has caused my bank account to become over-drafted. I was informed that the issue will be taken care of as I was last month when nothing happened. Today, 9-5-19, I have spoken with an associate who was rude and unprofessional. Half of the phone call was muffled and sounded as if she was eating while on the phone. When I asked for her name and employee number and was unable to hear her, she proceeded to sigh and get irritated. I am very frustrated with the level of service provided by Frontier and would like to not have to call every month to have my bill straightened out.

This is for Internet access. First, at some point my autopay was disconnected. I tried paying manually and I thought I did, but somehow the latest payment wasn't taken. I then had my internet disconnected. I work from home and I work a lot of hours and I need my internet for work. I was cut off in the middle of a conference call. I then called Frontier and was told that they could take a payment on the phone but they would charge me $10. So I told them I would pay through the app. Internet did not come up. Then my internet did not come back on. I called them back and I was told that if I want internet today, I have to pay the $10 fee. Otherwise I won't have internet until next week. They basically held my job hostage for $10. I paid it and then I learned that they would not instantly turn it back on. I had to wait 15-20 minutes.

On February 1, 2019 I ordered internet service and throughout the time span of roughly six weeks I received four install dates. It wasn't until March 14, 2019 my service was installed. That's after missing work four times and going four days without pay before an installation. I never received paper bills even though I asked numerous times for them never could access my voicemail. Well I moved and they wouldn't allow me to transfer service.They had me close my account out and open another one. Which causes me to pay more fees. On September 3, 2019 was when I closed my account out and that's when I opened another account and I received the install date of September 5, 2019 for 9 am to 1 pm. They did not show again and I never even received a courtesy call. I spoke to a Tony in a Tampa Florida office who was rude and zero help and gave me the run around and I spoke to a Mary in the business side of things with the ID or badge number

Frontier Communications refuses to apply known credits that show on my account. It has now been 5 billing cycles in a row that they have found a way to not only not apply my credits but to present me with a bill that is much higher than my bill is supposed to be. I have had erroneous charges ranging from installation fees and "unreturned equipment" fees to "non-listing" fees when I do not even have a phone number. I have explicitly requested multiple times to have the "non-listing" fee removed multiple times over the course of two years and at this point I can only believe that this is a systematic and steadfast refusal to remove this fee.

I have been without Internet for two days. And no one can resolve the problem. Even after being on the phone with them for 45 minutes. I get transferred from one department to the next. No one seems to be able to solve the issue.

We have been customers of Frontier communications for the last 6 years. We have had numerous problems with their service. Our landline phone does not work regularly. At least once a week, we are without a home phone. We live in a rural area where a home phone is a necessity due to no cell phone service. Our child has a health disorder and it is imperative that we have a landline accessible at all times and in case of an emergency.

On top of having a child with a health issue, my job also requires a landline in order to receive work. I have missed several days of work for the Harrison County Board of Education (they call me out to work) as a school nurse because my home phone did not work correctly.

We had to contact Frontier's 1-800 number and put in a ticket to have the issue resolved. A tech came out and said that he literally goes a mile away and "pushes a button and resets a box at the ***. Fast forward now two days later and we once again have no phone line. I had to put in yet another ticket to have this issue resolved and we are going to be without a phone for at least another 24 hours. This means we won't be able to use our landline in case of an emergency and it also means that I once again I might miss out on a days work due to my employer not being able to get a hold of me.

We have never been offered compensation for the numerous times our phone or internet have been out and we are still expected to pay a bill of over 80 dollars even though our service works less than half of the time.

Another concern we have is that there is a frontier phone line that runs across our driveway. It provides service to all of the other homes on our road. This line is so low that we cannot have a large vehicle drive under it. The line is currently being held up with a piece of plastic ribbon tape tied to a tree (which one of the technicians confirmed doing several years ago). It has been this way for several years. When we asked a frontier technician about fixing it, we were blown off and told that there is nothing they can do. We feel that this could be a clear safety hazard if a branch or tree fell on it.

I had a cable tv plus internet with them, I canceled the cable and kept the internet on 6/6/2019, did not get the correct credit on the partial month that they charged in advance, they promissed but did not, ended up with past due balance on a balance they said on the phone not to pay. Because of the poor customer service and the poor knowlede of their customer service representitves I canceled my internet also on 8/15/2019 and called them for the 5th time to send me a final bill for the service I used, they did not credit me for the unused time of the billing cycle for the internet neither. Not sure if it is a poor service or an abvious rip off. someone will need to audit this company and ivestigate these illegal business practices

On Aug 19, 2019 I set up a new account with an installation date of Sept 4, 2019 between the hours of 8am-12pm. At 1pm no technician had arrived nor was there any communications as to why. When I called for an update I was informed that my installation date had been changed to Sept 12th due to the fact that the previous owners had not cancelled their account, but there was a note on their account stating that they were moving on Aug 30th. It was at that time I was told that I should contact them to have them cancel their account because Frontier could not do that. WHAT?!?! I don't have that information. When I asked for an earlier install date, not Sept 12th, I was informed that the area I live in has such a high demand that there is a freeze and there is nothing they can do about it. I asked to speak to a supervisor who put me on hold for an unreasonable amount of time and was anything but professional. Due to the lack of professionalism from the two individuals I talked to I decided to try again the following day. When I talked to the customer service rep the next day she not only told me that when I call the 1-800 number I could talk to anyone in different states, but she couldn't help me, I needed to talk to someone in the tech services dept. Once again, a customer service rep that had no clue what her job was and what the specific areas the tech dept deals with. I was then transferred for the third time. At the very beginning of this conversation my installation date was Sept 12th by the end of my conversation it had been moved to Sept 18th, even though it was confirmed that the previous owners had cancelled their services. How and why did this date get changed during my phone call?! As simple as this may seem there are significant aspects that are extremely impacted by Frontier's poor customer service, unethical practices and overall lack of professionalism.
1. My job depends on internet access - secured access
2. In order to receive or make calls, I need to stand outside, in my front yard, in one particular spot, without moving in order to have any conversation, and thete is no guarantee that the call will remain connected.
3. The biggest factor is that I have a child with disabilities and since this is a move to a different state I need to find 4+ new doctors, along with setting up monthly prescriptions and necessary medical supplies. I was told that this did not constitute an emergency to move my installation date up. Rather ironic because I couldn't make an emergency call if required. I was told I could fill out a medical necessity form and then scan or fax it to Frontier. How can I do that when I have no internet connection and what doctor will sign a form for a patient they've never seen.
If *** or any other company was available there would be absolutely no hesitation about removing any business relationship with Frontier. Unfortunately, Frontier is the only company available within my area but my daughter's needs, along with the inability to make an emergency calls is not a priority for Frontier. They require their customers to do all the work, yet there is no guarantee that they'll do anything to support their customers.
Frontier has to be the worst company/business, on so many levels, that I have ever had to deal with. For the aspects of legality and liability I hope that an emergency call is not required between now and my installation date, because there will be no hesitation on my part to ensure that all legal action is taken against Frontier.

I have been in contact with Frontier regarding our Internet service that we had installed on April 26th 2019 . the service never worked much and was intermittent.. they scheduled a service tech out so my husband took off work all day and at the last minute they canceled the appointment saying their was a service delay , they tried to re schedule for 4 days later and we had already had no internet service for a week . I had no choice but to cancel service with them on 8/26/2019, and go back to my original Internet company Spectrum . now frontier is trying to charge us cancellation fee and other charges for service that never worked to began with . Tonight 9/5/2019. I called to talk to customer service and they hung up on me when trying to explain the situation, the whole experience has been very frustrating .