Frontier Communications

Deplorable service and company. I had to leave a one star because zero isn't an option.
I have had the misfortune of having to be a Frontier costumer for the past 2 yrs; our community is surrounded by trees and the only service available to us is Frontier. To say my time as a costumer has been a living hell is an understatement. They have zero customer service, they lie to you all the time, make excuses for their mistakes, and never help you. My bill is constantly incorrect and they charge you for services you aren't even receiving nor have you agreed to. Every time I call to fix the issues they have an excuse; Billing mistake, fraud issue (that was the best one yet), typo, etc etc etc. Their service is interrupted all the time, their routers and tv receivers are such a poor quality I have had to replace all of them at least once already. This matters because I was previously a Directv costumer (12yrs) and has zero issues, never a mistake on my bill, always the best costumer service, next day service repairs, and effective equipment.
The fact that this company is allowed to continue their shady and nefarious operations is outrageous! Who is protecting us as consumers? When is something going to be done?

I canceled this service before the next billing cycle. I was in NY at the time in January I didn't get to FL until March I then returned all their equipment which was 3 boxes total I had UPS receipts from Rt 52 After I talked with a gentlemen I resolved all issues and my account was at a zero balance A few months later I receive a bill for $91 I called and sent U guys bill one month ahead of time and this account was already canceled They told me they had received my boxes. Then a few months after that they I get another bill for $191 and they told me I still had one box That is not the case It doesn't even make sense Why would I keep a box that is turned off I do not owe this company one penny I pay by bills but I refuse to pay for something that I don't owe

Over two months after I cancelled my phone, internet, and cable TV service, Frontier Communications continues to charge me for these services.

On June 29, 2019 I cancelled my Frontier service, via order # ***, and initiated these services with a new company, ***. Both companies agreed I could retain my existing phone number, but I would lose this service temporarily while the porting/transfer occurred. I had to pay for the remaining three weeks of Frontier service, since they will not prorate bills, despite my loss of service. I paid this $216.73 fee on time.

On July 11, 2019 I contacted both companies to identity why my phone number remained out of service. *** said Frontier had not yet released my phone number. Connie with Frontier confirmed that, saying my service had not been scheduled for disconnection until July 19. To identify why, she transferred me to Josh in Frontier customer service, who said he would cancel my service immediately. My phone number was activated with *** several days later.

On July 29, 2019 I called Frontier to identity why I received a mailed bill for another month of Frontier phone, internet, and cable service totaling $218.30. Supervisor Levant (employee #***) said my phone number had not been ported until three or four days after Frontier's new billing cycle had begun, and he would not refund my fees, despite the fact that it took Frontier over three weeks to release my phone number for porting.

I appealed to Levant's supervisor, Rebecca. On August 2, 2019 she stated that she would remove cable and internet charges, but not telephone charges, despite the fact that it took Frontier over three weeks to release my phone number for porting. This should have reduced my $218.30 bill to $35 plus taxes and fees. It did not.

On August 6, 2019 I called Frontier and spoke with Ray to ask why my bill online still showed a balance of $218.30. He said the revised balance would not appear until August 19, and that I should wait until I received my new monthly bill in the mail to pay the remaining balance.

My new monthly bill shows I still owe $218.30, even after I already paid for three weeks without Frontier service, during which time I had no access to my telephone number because they had not released it for porting. I should not have to pay for any of these services that I did not receive.

As of today, the 00/04/18/9, approximately @ 4:11p, I have yet to receive correspondence from a tech Agent, of whom was to arrive to my residence within the hours of 9 & 1pm. I have been speaking to an array of agents sine 1:53p, only to personally visit to where the frontier corp had supposedly been located, discovering their move to Connecticut. the available retail agent exclaims, that the order had been cancelled as of 08/19. this is an outrageous event, as upon arrival to the now, retail location, my wife & I were speakin' to (what we believe to be) the ninth agent, after bein' transferred consistently, encountering hang ups & claims of no available supervisors to assist, then claiming the "the tech would be calling back, when in route", even if the call would to reschedule. the installation was initially scheduled for 08/25/19, whereas the phone installation rendered a hold on the order, I was asked to pay a deposit of $120 to begin service; another agent, to which I had been transferred to, exclaims further that there is no deposit, 'cept for waiver deposit for $1. she offers to credit the account, rescheduling for today, only to have no service, as was cancelled. if I can recall, the services ordered, were in fact, on 08/19/19

Ok, I signed up for Frontier Internet / Wifi service back in December of 2018. The reason I needed this service was for the sole purpose of having Wifi service in my sons room. I had purchased gaming systems for his Birthday as well as Christmas. Both require wifi. I made arrangements to start the service and the tech came to install the service on December 7th 2018. After the service tech left from hooking up the service, we discovered that there was no wifi working in my sons room. I instantly called Frontier where we scheduled a tech to come back out. The service tech returned on December 10th 2018 where the problem was not resolved. Since then, ive had service techs try to resolve the issue with no luck, yet, frontier has continued to bill me for service that in not getting & still no wifi in my sons room. After the frustration of not getting service I purchased, I stopped paying the bill in March. Unfortunately my bill with Frontier was bundled with my *** account. Finally, I made one last desperate attempt to ask them to send a tech out again. Finally this time the tech was able to resolve the issue. Why couldn't of this been resolved 9 months ago? Now Frontier is threatening to shut off there service, as well as my *** service since they are bundled. I called *** & explained the situation & they seemed to understand & was sympathetic. I called Frontier to try to work with them on the bill, but there not wanting to work with me. In my opinion, Frontier is a poor excuse for a business & they dont care about there customers and providing the services that was agreed on, but instead just getting there money I dont recommend anyone to choose Frontier for there internet provider. There extremely unorganized as well as very unprofessional. Also it seemed there team of workers were very uncoordinated with one another. In short I don't feel a person should have to pay for a service there not receiving.. Maybe this is why there ratings are so low and they have so many complaints.

Signed up for service with self instillation which the seller assured us was an easy set up and no installation fee. It was the wrong equipment so they agreed to install for $16.00. We set up a date and time and they never showed or called. I called and said I wanted to just end their services, mainly because I saw that every contact was horrible, transfering me around, long wait times, they could not find my account on 2 calls. They on several occasions said things and then had no record of those calls. I have spent hours on the phone trying to get this resolved. They sent me a bill for the $16.00 installation then said they had no record of an installation being scheduled. They are now billing me 78.00 for an installation I never got. They have turned me over to collections for an installations I never recieved. I spoke to them today and they said they would put in another dispute claim but I have been told that before with no resolve. I have never seen such a poorley run and dishonest business. I want this resolved ....

I have requested for service on 16th Aug 2019 Order#***. technical person was schedule to come on 21st Aug and then he found there was no FOC placed, so he for FOC to be placed and then they found they were not having access to upper floor from where they were going to pull FOC. now on 30 and 31st they worked and pull the Fiber successfully and now the technical guy with router was schedule to come on 9/3 from 9:00AM to 1:00PM.
But he didnt showed up and when I called they were saying that Fiber is not placed yet. So here I am without Internet since 20 days and nobody cares about it.
this is how we are getting customer support and when I called customer support they said there is nothing they can do for the same. I have also raised request on Frontier Office of the President, but they also have not responded me.
I hope I am trying to put this complaint on correct place to get it resolved.

Due to poor customer service from Frontier, I called on 3/29/2019 to cancel my internet and cable service. I paid my account in full on that day so that I would not receive another bill from them. I received a bill on 4/29 stating that I owed over $220.00 for service in April. When I called to inquire about this I was told that the notes in my account showed I had called to cancel my service on 3/29 but that the account had actually not been closed. The lady I spoke with that day was professional and helpful, stating that she would close the account and make sure the bill from April was deleted. On 8/02/2019 I received a bill from Frontier stating that I had a balance of $495.60, due on 8/26/2019. When I called Frontier to inquire about this I was sent to three different people who all told me they could not help me. I was finally given a number to call to dispute the bill after 45 minutes on the phone. The number I was given was a collection agency! They informed me that I had a past due balance from April and that I owed $200.00 for equipment that was not returned. I have a delivery notice from UPS tracking showing that I returned their equipment in April. I do not owe Frontier any money and I certainly do not appreciate them turning me over to a collection agency. I should have expected this after I I was told by the UPS drop-off staff to keep my receipt for at least 2 years because Frontier has a history of billing customers for unreturned equipment even though it was returned.

Dear Revdex.com,

I would like to pursue a complaint against Frontier Communications Corporation with reference to a collection action that they instituted against our business on a line that had been closed one year prior to the collection measures. We closed all four of our lines with Frontier at one time and had three of those lines ported over to ***. The fourth line was never used by us and it was a line intended for fax machine purposes. Shortly after opening up an account with Frontier, we inquired as to how we could go about closing the fourth line because we did not have a fax machine and did not intend to get one. Frontier said that because we had four lines and two of those lines were not receiving incoming calls, they had no way to determine which of those two lines was attributed to the intended faxline. This could result in an outage for us so we kept it open and paid the bill for a line that we did not ever use while we were customers with Frontier. When we elected to terminate our services with Frontier, we were instructed to ask *** to port the lines that we wanted port and then once that process was done, to contact Frontier and request the final bill and that all termination of all lines occur. The billing for all of the lines will not cease until we place the phone call for termination with Frontier.. We did so and we were instructed that all four lines would be terminated effective immediately and we would be receiving a credit for overpayment. We also terminated auto pay servicces at the time when we terminated all four lines because we no longer had any lines with Frontier. They terminated that service as they terminated all of the lines. Frontier, however, did not terminate all four lines. When we called them to process our final bill and ask that auto pay services are terminated along with all four lines, they did not take the correct of action to terminate the fourth line, the line that was not ported over to ***. We had no knowledge of this because we instructed them to terminate all of the lines. We felt they did so and we never heard from them again. We also terminated auto pay services because we no longer had any lines with frontier. They terminated that service as they terminated all of the lines. Frontier, however, did not terminate all four lines. When we called them to process our final bill and asked that auto pay services are terminated along with all four lines, they did not take the correct of action to terminate the fourth line, the line that was not ported over to ***. We had no knowledge of this because we instructed them to terminate all of the lines. We felt they did so and we never heard from them again. The next time we heard from Frontier was through a collection agency. It was hard to believe that a collection agency would be contacting us since, in our history, we have never failed to pay a bill or have never been late on paying a bill . We, at first, thought it was a phishing scam. It wasn’t only until we were able to find out that the reason for the call related to a bill that was being sent repeatedly, as the balance was growing, to our former home address of over three years ago. We never received the correspondence and, since auto pay was terminated when we requested that all lines be terminated, we had no notice or knowledge of the fact that Frontier failed to do their part and terminate all four lines, not just the three that were ported over to ***. This resulted in damage to us through all of the credit reporting agencies. We elected to try to contact Frontier and explain the situation because it was obviously their error in not taking the next step on their part. We urged them to refer to phone correspondence that had been recorded because we had requested all four lines to be closed when we requested our final bill and that auto pay be canceled. We did not cancel auto pay until the date that we were requested all four lines be terminated effective immediately. The resulting bill was in the amount of $536.47. It had been being sent to our former address for many months and adding up additional fees and hurting our credit. Frontier said that they are not at liberty to discuss it with us because it belongs to the collection agency. We called the collection agency and elected to pay the amount that they requested of us. We have a letter dated April 9, 2019 indicating that we settled this in full on March 22, 2019. We connected with Frontier again to reason with them to ask them to refund for this money for a line that we firmly requested to be canceled along with all four of our business lines. It was their failure to manually close the fourth line that did not get ported, per our request, that resulted in the continuation of billing. Discontinuation of billing is not something that is unique to Frontier‘s practices. Upon reviewing other Revdex.com complaints, we see it is actually a pattern of behavior that is very detrimental to peoples’ credit reputations and financially. When contacting Frontier, they were not willing to speak with us other than to inform us that we still had a balance due of $134.12 as of August 20, 2019. This balance is most certainly still impacting our credit in a negative way. We need Frontier to take responsibility and not only refund us for all of these charges that should have never occurred when we closed out our entire account with Frontier in good faith and to remove these blemishes from our previously impeccable credit history. Our requests to Frontier have been met with an unwillingness to assist us and we are certain that due to the fact that this is common practice for Frontier it is the way in which they conduct their business when they overcharge customers by failing to do their part in terminating lines of service. Again, we did not terminate our auto bill option until our three necessary lines had been ported ove

Gas company cut the Frontier cable (phone/internet). I started my calls on 8/11 with Frontier up until 9/4. I've had two hang ups, no calls back, and several tickets opened. The last one was opened today, 9/4 due to the tech , who never came to my house, closed it and stated it was working. Not sure how. Frontiers customer service and ticket system are terrible. I need to have a NEW Cable connected. Luckily, Frontiers outsourced company (no name) did come on 9/4 to bury a new cable, but since the tech never showed on 9/4, it was never hooked up. I've already taken off two days of work for this and too many calls to Frontier to count. I don't want to pay for my August Phone or internet bill since the service has been unstable for this time period. I can't believe this company makes any money. Thank You

1 star is not low enough. DO NOT GET INVOLVED WITH FRONTIER. YOU WILL REGRET IT!

When Frontier took over from Fios, the problems began almost immediately. I had to fight and scrape every 12 months to keep our bill under control-it was never what I was told but close enough that the hours on the phone were just not worth it. In April, my bill was up approx. $100.00.I called and told them I was under a 1 year contract so this must be an error. I was then told that CS and retention had no right to offer me the package they did and under audit, they increased my bill from $202.00 per month to $284.00 per month In may, I switched service to Spectrum who gladly matched my original deal and I needed to "port" 2 phone lines over. This request was made in May/June. I was told not to cancel service until the numbers were received. the numbers were not released from Frontier until the end of june due to an "open work order" which WAS the porting! during that time, I had to make the payment of $284.00 to Frontier. Then in the beginning of July, I was finally ported over and I immediately cancelled all my Frontier services, returned the equipment and was awaiting the prorated bill for all services and phones which was maybe a week more or less. I again in August received a bill for the entire $284.00. I called and was told yesterday that they do not pro-rate internet or TV services if you cancel service. I was responsible for the entire month ahead as that how they bill. I was entitled to dispute the telephone charges only but, in order to do that ($64.00) I had to pay the $219.00 for the internet and TV or I would remain in Collections awaiting a charge off. so, with no choice, I paid. Now I wait 2-3 billing cycles to see if my dispute will be accepted! Frontier, because of their inefficiencies and horrible service has cost me $568.00 to cancel my services. with the threat of collections and charge off, which would be a credit score nightmare, I had no choice to pay. I have spent hours trying to resolve this but in the end, this is my only way to let everyone know what has happened and preserve my credit.

I recently spoke with Frontier through their online chat to upgrade my internet service. I was informed of the increase in cost per month for the service as well as a 75$ upgrade fee for a technician to come out to upgrade. I was not informed that I would also be charged a separate 10$ a month fee for a router in which I have not been charged before. I did not receive any new equipment with my upgrade either. When I called they acknowledged that I was not informed but stated I still have to pay that fee monthly. I was only waived for one month. I do not feel I should be charged a fee monthly that I was not informed of. The man stated I was previously part of a promotion and that I lost that promotion when I upgraded. It has never reflected on my bill that I was part of any type of promotion nor was I informed at the time of upgrade that I would be losing any type of promotion. I do not feel they can legally charge me for something that I was not informed of at all. They also stated I cannot go back to my original bill even though they know it is their fault. This is not acceptable.

The request was for internet service. The install was never completed the Data line is still laying accross our lawn.
When we tried the internet and wireless connetivity it was unstable and the router continued to loose connectivityu and needed to reboot.
I called support several times and they indicated they would call back but never did.
I called to cancel this service several times but they continued to send me a bill.
I will not pay for any install/services that are incomplete and unstable.

First, our service would go in and out quite frequently - sometimes out for days. We understood our area was rural and not up to date with today's internet standards. We accepted this and stuck by Frontier for almost 4 years while living in Wisconsin.
In the middle of June, I called to ask that my account be canceled in July because we would be moving to Texas. I said I wanted it canceled at the end of my billing cycle. I was informed that she was unable to post date cancellation - that I needed to call the day before moving to cancel.
Fast forward to the day before the big move. Our internet had been out for 5 to 7 days at this point, but I was too busy packing to call and complain. So I call mid-July to cancel, and I'm told that I'd be charged for service through Aug. 10th because my cycle date was July 9th and they don't offer prorated months. After rehashing my call in June, the sympathetic July agent said she would retroactively cancel my account for the July cycle date by offering a credit for the rest of the month. Turns out this didn't happen (only a credit for the 5 days of no service) and I paid for July 9th through August 10th for service! Now I have a bill for a cancellation fee!
When I called customer service, I was told that since my account was canceled they couldn't refund me because the system wouldn't let them. They (Team lead, Paris) also stated they would not void the current bill because it's against company policy. They also tried to hang up on me multiple times by fast talking to say good bye. I would interrupt to say I wasn't done speaking to them. They would try again. At the final attempt, Paris stated, I'm noting your account that all charges are valid, have a good day, thanks for calling Frontier, goodbye. He was unbelievably rude.
I WILL NEVER RETURN TO FRONTIER BECAUSE OF THIS.

I hope this meets you well.

Frontier communications has continuously increased my bills without any alterations in service requested by me or expiration of any promotional rates agreed upon (agreed rates till May 2020). I have called Frontier several times to resolve this issue to no avail. Despite their agents apologizing and promising refunds back to my account, my bill remains higher than agreed. I have been told that my bill went up for two reasons; firstly due to a glitch in the system that knocked off my promotional rates prematurely and secondly my DVR ant set up boxes were upgraded between July and August 2019. That never happened as I did not request or discuss any box upgrades and no new boxes were installed at my home. So for two months in a row now, I have been charged approximately $90 with no sign that this will be refunded. I believe this is clearly fraudulent and have tried to resolve this issue with them.

On June 27th, 2019 a Frontier Communications employee named Adam R came to my house and told me they were running new FIOS lines from the street and it would be faster. I told him I already had *** internet but he wanted me to switch to Frontier. He said they could hook up the new line for $9.99 and there would be no early termination fee and I could try it for 1 week for free. He said if I decided to keep the service it would be $49.99/mo. Another Frontier employee ran the new line on July 3rd 2019. Well I tried it for 10 days and then called and canceled it because it was not faster and cost $10 more a month. I have the invoice and can scan and email it. Then I get a bill for $170. I called Frontier and they said they don't know who this Adam was and they won't change the bill.

I had Frontier install high-speed internet on August 30th. During the install, I asked the tech if I needed to use the Frontier router which is $10 a month or if I could use my existing router. He informed me that my router was fine and I had him finish the install. I also asked how I would go about getting the $10 removed from my bill and his guidance was that "the system" would notice that no router was installed and thus not even bill me. I received my first bill online on September 4th and noticed the $10 router charger was still present. I called Frontier to have it removed and that is when I was informed that I cannot remove the monthly charge. Even though I don't even have the router nor do I need the router Frontier is charging me $10 a month. I would have never finished the install had I known this. This is very deceptive marketing and I want the $10 charger removed.

The call center agent did say that I could buy the router (which I don't need) and that would remove the cost. He also said if he removed the charge my internet cost would go way up and I didn't even ask what that meant.

All of this feels like Frontier should be clear that the internet is $49.99 per month plus taxes / fees and not $39.99 plus a $10 "hidden" equipment charge. I am now stuck in a 2-year contract that was entered into with misleading or even deceptive information

Our company relocated its office to jurisdiction outside of Frontier's service area. When I tried to cancel the service due to relocation I was told that I would have to pay $758.70 to close the account. Our company changed locations and would have considered using Frontier. When trying to set up account for phone, I was told that there was no way to transfer account. I'm now stuck with the cancellation cost.

I called (in first week of June 2019) to Frontier Communications and requested to close my account for June 14th, 2019, and they said "Let's close on June 12th, so you won't get charged, and you will pay only $18 for some fees". After that I started to get bills from Frontier, and I called them again 2-3 times, and they told me "No worries, our systems are generating those bills automatically, you will get your "Final Bill" around September, but I got "Collection Notice" in August, they already send my bills to credit collection company, and I called them yesterday to ask they told me go deal with this Credit Collection company".
1. Frontier provided "incorrect information" about billing, and their processes,
2. They are trying to charge me for a service which they never provided to me.