Frontier Communications

On 12/27/2018 I cancelled and disconnected my internet and landline service with Frontier communications due to very poor customer service and because my internet and phone service stopped working. My billing was current and I was paid in full. When I called to get technical repairs, I was told Frontier could not send any one out to my home to fix the problem until the end of the first week of January 2019 due to the holidays.That is the reason I cancelled my service. I work from home and need internet access to work.

Three times between 12/27/2018 and 8/30/2019, I have received communications from Frontier Communications indicating that I had not paid my bill, even though Frontier Communications has clear evidence that I cancelled my account and I was paid in full Since 12/27/2018. I spoke to several customer service agents and a supervisor over the last 8 months who indicated I'm paid in full and they will correct this billing issue. The last person I spoke to was a Frontier agent named Dewaun on 7/6/2019. He again assured me that he and his supervisor will fix this issue because it was Frontier's fault. He said that the cancellation order back in December 2018 was not completed properly. He said that he would enter the proper cancellation paperwork and contact his supervisor to credit the account. He promised that this would not happen again. I informed him that I would contact the Revdex.com if it happened again.

On 8/22/2019 I received letter from Frontier Communications indicating that my account is past due in the amount of $433.04. It states that "your failure to respond to this debt will initiate additional collection proceedings, which may include referral to an outside collections agency." The letter also threaten to report this cancelled account to the credit bureaus.

I'm at wits end with this issue and this is staring to impact my health. It does not matter how may times Frontier says they would correct this issue, they are still harassing me and my family for an account that was closed and paid in full from day 1.

I want a full apology and assurances from the President's Office of Frontier Communications that this issue will be resolved and that there was no reporting to credit bureaus reference an issue Frontier clearly has with their own billing system and obvious incompetent Customer service and Credit service agents.

I am being charged for returned equipment. Have spoken to four different persons about the issue, I am told thst it will be resolved, I am offered upgrades and other offers and the problem still drags on. It has been four months and when I request to talk to a manager I am transfered to someone else, whom claims that they will finally solve my problem and nothing happens. I have named, dates, times, and what I've been told.

I was asked to provide my social security number and I explicitly stated that I did not give my approval to Frontier to run my credit. I explained that I would forego the new service order if I had to have my credit run as I was in the middle of a home re-finance and I did not want any changes to my credit report. I was told by Frontier that my credit would most definitely not be run. Frontier then proceeded to run a credit check without my approval and under false pretenses. To this point, trying to have Frontier contact the credit bureaus and fix this issue has been completely unsuccessful.

On July 1st I canceled my Frontier service. I told 8 people to cancel service. I have continued to be billed . I can’t get through to anyone as they j put me on hold then disconnect me. I finally stopped auto pay and they are harassing me for payment by email. This company is the worst to deal with.

I contact Frontier Communications for internet and television services, and I completed the necessary steps to get the services installed. They pulled my credit for service to determine if I qualified for services. The hit to my credit was not necessary if they were not able to install the service request in a timely manner. The initial date for services to be installed 08/31/19, between 11 am and 3 pm., but by 2:30 pm no one had arrived. I contacted Frontier back to determine what happened and I was told the only thing I could do was wait until 3 pm. I called back at 3 pm and I was told that someone should arrive at 5 pm. I called back again at 4;30 pm and I was informed by the Customer Service Representative that my order was placed in pending status by the Service Technician at 3:50 pm. I never received any notification of pending status or why until I contact Frontier for an update. I received a text 2 hours later stating my service would be installed on the 09/10/2019, and there was nothing I could do when I called back. No one on either team understood the product they were selling or could help with my issues of concern.

I have been working with Frontier since June to get internet service at my home. They still have not hooked anything up. We have had several appointments cancelled and taken several days off of work to accommodate their service schedule. I have been given the run around multiple times when calling to see what was going on and today was the last straw. Please know they took a deposit and checked my credit back in June and I still have no service. Today we were supposed to have services hooked up. We got a call from someone stating that it was a self-activation account and that the equipment would be shipped. I never requested a self-installation or was given an option for that. I also called and was told that my appointment would be held because a supervisor and the agent on the phone made sure of it. We then received a text telling us that we would not be serviced and that they rescheduled us for Friday. This is unacceptable. We cannot take anymore time off of work to accommodate them. When I called a second time I was told that there was nothing the agent could do for me and that I would have to wait 24-48 hours for a supervisor to call back. I am extremely feed up with the excuses and lies. This is bad business.

At the end of July we had Frontier installed at our house. I was assured that with the sign-up we were getting that there would be no charge for installation ($75.00) or equipment fee ($9.99). Before Installation I called to verify the services we were getting and was assured that would not be an installation/equipment fee. When I got our first bill online, both charges were on the bill. I have called several times and have gone through the same conversation from Jacob on 8/15, Kelly on 8/20, Relando on 8/27, Deitra (didn't get the date but she left me a call back number *** - which doesn't work) ALL assuring me, after putting me on hold to talk to their supervisor, that the reimbursement has been approved for a refund and to check online in a couple of days. Verbatim conversation every time. Today I talked to Shannon (9/3) who told me there were no records of my calls. Seriously? And I'm not allowed to talk to a supervisor? This is ridiculous. All I want is for Frontier to do what they said they would from the beginning - waive the installation and equipment fee like they said they would.

I bought a business that had a contract with Frontier Communications. The previous owner was unaware that there was a contract, as one of his store manager's had inadvertently agreed to the contract via a phone call from Frontier to the store (vs the owner / billing party).
When I bought the business, I realized that the Frontier Internet/phone service was more expensive than market price (by a factor of 3x), and was not stable. We contacted Frontier almost daily to have our Internet connection reestablished. I contracted with *** as soon as I was able to establish a service contract. Frontier is now trying to bill me for the remainder of an invalid contract. The bill is for $2,661.20. I provided this write-up to their legal department. They wrote back saying that the contract was valid, since the store manager had the security code on the bill. They will not retract their billing.

Frontier communications internet has been out over two weeks and apparently they do not have the ability to schedule a technician due to "high work load" and "limited resources" according to the customer service department. Additionally they have no way to communicate when they will miss their scheduled appointment other than me calling and them saying sorry, we have no one! By far the worst communications, support and customer service I have ever experienced in my entire life. Still waiting for a new service date that they have no idea when it will happen because "dispatch" is busy! Nice customer service!

Our frontier services went out on August 13, 2019 and I contacted frontier on August 13, 2019 to make them aware our phone & internet services were not working. They assigned us ticket# *** and that someone would be out to fix the issue. I explained we have a young child 21 months old in our home who is being watched by her grandparents throughout the day while we are at work. The grandparents have no cell phones, their only lines of communication is through the landline phone which frontier communications provides us service. It has been over 3 weeks and I have made repeated calls and talked to their technical support and customer service and online chat services and no one has expedited the resolution and at this point we feel abandoned by them and the phone is an emergency life line and they have made no attempts to resolve the issue in a timely manner. We are still are waiting as of today, 3 weeks later for them to get our phone & internet services working. Please can someone, anyone help with this issue or any information would be something! Thank you and I look forward to hearing from you at your earliest convenience!

This is for our landline at home. I'm not sure if these address's I had to choose from are the correct address for landline service. We have been without service since August 15th. Frontier has scheduled appointment after appointment only to cancel each one due to unforeseen circumstances. I talked to a supervisor who said they need a bucket truck to finish the work but haven't been able to get one to send out. 20 days now without service is ridiculous. When you call Frontier you wait on hold for at least 30-60 minutes before you can talk to someone.

This is the 2nd time Frontier has falsely advertised a price for internet by leaving a card in my mailbox. I was fed up when the internet price inexplicably kept going up and up and up every month until it was almost $100 last year. Well, I called a million times and they’d say they’d resolve it and take my price back to the promised which was something like maybe $50. Well, finally when I received a new card in the mail offering a price of $35. Or so, I called and said it’s false advertisement if you don’t lower this so they finally did. I set my bank app to autopay the $35 a month then after only a month, my bill started creeping up again. And it did this then I’d not receive a bill in the mail, my autopay wouldn’t be enough because the price increase I didn’t know about. Now it’s wrnt from $35 to June $50 and now in August $56. They put me on hold 20 minutes after going through a long list of options. She tells me that I am paying my bills late and these $10 late fees are why it keeps increasing. But I do not always receive bills and even if I pay what’s asked, somehow the bill is always higher based on some so called extra taxes or directory charges. Add ons. I spent hours on the phone last time. Same thing again. I just want this complaint heard because they do this to everyone then don’t send you bills. My autopay should take care of it but it never does so every month I’m sending two payments to cover some increase. But the costumer is blamed. They shouldn’t be allowed to raise things and add $10 late fees due to some $1.99 increase you didn’t know about then fail to bill you the new amount and your autopay not cover it. It’s a scam and it’s wrong and should be illegal.

I placed my order in June. When they said the equipment would arrive after one month, it did not arrive. I called them and they said there was a mix up and would resend the equipment which didn't come until end of July.... two packages arrived. Obviously the first modem sent came at the same time the second one was sent. I tried to connect the modem to service with no success. I called and was put on hold for over an hour and got disconnected. I called back and was again on hold for extended period which happened when I called them to find out what happened to the modem. I finally got someone on the phone which she then wanted me to hold some more for tech support which I had already been holding for over an hour. I declined to hold on more and decided to simply close the account and return the equipment since it was so much trouble to connect to service and waiting for the modem it will be a precursor to the type of service they are providing and not worth my time to continue on hold and or wait a few weeks for a service man to come out and see what the problem with connecting is. I was very frustrated after waiting for the modem and consistently being placed on hold I did not want the service. The agent informed me I would still be charged and I stated charged for not being able to use the service? That is stealing money for no service. I should not have to keep waiting for this service which I ordered 2 months ago. I returned the modems to the store and was told to call the billing office to dispute the charges. I called billing to dispute the charges because no service was provided and again was told that I would have to wait maybe till October to find out whether they decided to dismiss the charges for the 1st month of service which I was never able to use because it is their policy that I should have continued to wait on hold for tech support and wait for someone to come out to my location to find the problem. I do not see the reasoning behind waiting and waiting.This is modern day business scamming. It is as simple as no service provided there should be no charges. Especially since I was so frustrated with their inability to deliver service. Their answer was to just keep waiting for several months and continue waiting for several weeks and now several more months for their office to review the account as to whether I have to pay them for not providing service.

Technician diagnosed a problem with Frontier equipment. Replaced equipment and ordered new service as well which should not have happened. This caused multiple issues with billing for services we never ordered or received. Have contacted Frontier on multiple occasions each month averaging 2-3 hours each time. Each time the person either sees the issue but can't do anything without supervisors approval. Always schedule supervisor call back and have never heard back from anyone at Frontier. Today I have spent another 3 hours on the phone with customer service. I have been disconnected twice and no call back. I have lost multiple hours at work as well as my husband trying to rectify the issue with still no resolution.

I contacted Frontier on 8/15 to report a service issue with my internet, After trouble shooting the agent scheduled a Service Call for tech to come to our home on 8/22, 1-5pm. On 8/22 tech never showed. My wife missed day of work to wait for the tech. I contact Frontier on 8/22 Spoke with agent Bernie, advised me Service Call was cancelled because of service outage in the are on 8/22 and Frontier assumed my problem was part of the outage. I received no contact from Frontier prior that my Service Call would be cancelled. My issue is not "area outage" issue. Bernie advised me I need a new modem. Frontier sent me a new modem in the mail. Received modem on 8/27. Contacted Frontier again, on 8/27 to setup new modem. Spoke with Destiny, she tried to setup new modem and was unable to get it working. Advised me we needed a Service Call for a technician. Destiny said the soonest available was 9/16/19. I asked to speak with a manager. Destiny transferred me to Team Lead Tamara. Tamara advised me that Destiny would call dispatch in the morning for a sooner appointment and she would contact me in the morning and Destiny is good at her "follow up" call backs. Next morning, no contact from Frontier. I contacted Frontier again on spoke with Sydney advised me no sooner appointments. I asked for a manager. Manager Conrad took the call. Spoke with Conrad for over an hour trouble shooting the modem. Conrad said he sees a bunch of service issues in my area but they are not outages, just service issues. After a while Conrad finally found out the modem Frontier sent me on 8/27 was the wrong modem. Conrad said I have a "dual" service line and that requires a technician to come to the home. Conrad advised me nothing he could do, and 9/16 was the soonest he could get a tech to our home. I advised him we have been without service for exactly one month. From 8/15-9/16. Conrad explained after issue is resolved I would have to call billing and they would give me credit for one month of service.

I requested service in July 2019. I was changing from *** internet and phone to Frontier. The new service request was recorded. I repeatedly stated that I needed to keep the same home phone number. I have had it for over 40 years. I was assured porting the number would not be an issue and would be done at the time of installation. However the day they installed they gave me a new number. I told them that is not what I wanted. I have a 92 year old mother and it is imperative that I keep the existing number. I was told not to cancel ***, they would get it ported over. Weeks went by and after multiple calls and complaints, the number was finally ported over so I was finally able to cancel ***. As a result of this error on the part of Frontier, I have had to continue paying *** for internet and phone (the phone was over the internet) and now I am being billed by Frontier with 2 accounts (one with the phone number they erroneously assigned me and now one with the number I should have received from the beginning. The correct phone number is / acct# 082119-5. The account under the wrong number is 080619-5. I was told Frontier would credit me the costs associated with keeping *** while waiting for the corrwct number to be ported. Now I am also being double billed as the service charge dates overlap. I already made my first payment under the wrong phone number account. This was useless phone service since it was the wrong number.

Return equipment, sufficient record of returned equipment via photos and confirmation, still getting billed $200.00 stating unreturned equipment, they won't fix the billing issue now charging me a late fee for non bill payments. I've called three times to get this billing issue fixed, I'm being charged for equipment I've successfully returned.

I have been without internet at my home for over two weeks. Frontier Communications scheduled a repair technician to come to my home today 9/3/19 between 1-5pm which was the earliest they claim to get someone assigned to my repair. No one showed up. I have reminder text messages from the company. I have a repair order number. When I called to find out where the repair technician was I spent 1.5 HOURS on the phone with their "customer service" to figure out the problem. He took me in circles and finally told me he couldn't get in touch with dispatch and no one was ever assigned to my repair. Frontier is a monopoly on our rural area in NY. It is HORRIBLE internet service that does not work at the speeds it advertises. I work from home and need this service to do my job. They are an atrocious company and someone needs to do something about this. We need the opportunity to have *** and other reliable, fast internet providers in our area. It is 2019. Not 1819.

On September 2nd, I sat on the phone for an hour and a half trying to understand why my WiFi services was not working properly. After being transferred to 5 different individuals, I was left with no solution. I was told by a tech service representative, “the day isn’t over we’re still working on it on our end. Please wait until the end of the day.” This obviously was a response to get me off the phone which I did not appreciate. I asked to have a technician sent out and his was response was it’s too early to have a technician sent out. It is the next day, I have sat on the phone waiting for a representative for an hour and there’s still no solution. Why is it that a customer service representative can order a technician to be sent out when a caller is initially setting up services but after that a customer service representative does not have the ability to send out a technician. This very problematic because I sat on hold for 35 minutes to be told this then to be transferred to the tech services which was an additional 30 minutes. This is the only WiFi service providers in my area and the customer service quality provided is well below standard.

My internet service was out and called to have the problem resolved and was hung up after I explained my problem. I had called right back and explained my problem again and was told a technician would come out to my home to fix the problem. the technician never showed up. I haven't had internet service for about a week, I then called to cancel my service and they are charging me a cancellation fee of $10 even after I explained my problem wasn't resolved and I was hung up on by one their customer service representatives