Frontier Communications

Frontier has effectively slammed my account with unrelated and unwanted services that they forbid me from denying.

When we updated our contract, Frontier told us we must have their garbage modem. We expressly denied it on the phone. When the installer came, we expressly denied it in person. He literally told us he wasn't allowed to leave without giving us the modem which created a hostage-in-our-own-house situation. Given that, we relented and accepted the device.

We do not want this modem. We do not need this modem. We never even plugged in this modem. Yet, we are charged for it. On a separate customer service complaint, I brought the modem up. The answer I was given was, "other companies are allowed to kick your dog, so we will too." Not... awesome....

I have had Frontier internet services for over 3 years. I made the unfortunate mistake of upgrading to the high speed that they offered. I was quoted a price of $60 per month, then received a confirmation email that quoted $74 per month + taxes and fees. I called customer service to tell them I would keep what I had and that I was not interested in upgrading because of the cost. The representative that I spoke to guaranteed me both prices were wrong and that I qualified for the $39.99 per month, and of course when the first bill arrived it was indeed $74 + misc. I called to complain and was told by the escalation desk that the lower price I was quoted was due to a system "glitch". I got hooked into another 1 year contract in order to save $10 per month. None of this is the bad part. Since June 19, 2019, when the "upgrade" was made, I have not had internet service for more than 15 days. So I have been without internet for 8 weeks out of 10, and when it does work the high speed is slower than what I had before. As other reviewers have mentioned, the trouble ticket technician appointments are scheduled over a week out and the technicians have been no shows 3 out of 6 times. When they do show up, they are at the mercy of the "800#" or "Central Office", they hate their jobs and have no problem telling the customer how bad they hate the company they work for. The CEO of Frontier Communication has to be the problem, horrible customer service trickles down from the top. Shame on them for treating their customers so poorly. I assume it will not help, but I did file a complaint with the FCC.

Frontier is not providing the internet speeds they are charging us for.

I was quoted on a recorded line of a price of $37 a month after all fees and taxes, and received an email saying my bill would be $63 a month. I have already had issues in the past with frontier about their horrible service and the fact that I cannot get any more than 1mbs of internet, but pay the same as someone who gets 100mbs. I have NO OTHER OPTION FOR INTERNET IN MY AREA!!!! I WAS CONTACTED BY THEIR PRESIDENT THE LAST TIME I USED THEIR SERVICE, WHO DID ABSOLUTELY NOTHING TO HELP ME. I also do not need a modem, as I have a frontier modem, and do not see a $10 a month fee necessary, especially since there was no monthly modem fee last time I used their horrible service. what kind of company tells a customer that their bill will be cheaper than before, yet it winds up being more???

I was promised repair, waited for the two month repair time and when followed up was told that no repair was ordered. Online chat personnel were not helpful and anxious to set up a new repair ticket without checking for the past repair requests. Chat was ended suddenly without answering questions.

Terrible customer service. ask for supervisor and put on hold for Long Long Long time and supervisor never pick up, good luck to cancel service the department is never open .

Yes I had phone services before and now they won't let me I even going to pay past bills so I can get a phone services at home I need for emergency and to be able to communicate with school

I have had no internet service since the first of August. When I called on 8-16-19 for repair I was told it would be 8-31-19 before a technician could come out. I waited all day on that day and no one showed up. I contacted them again and was told it would be another 2weeks. I asked to speak with management but got hung up on. I still have no internet and have no idea when it will be fixed.

My 2 year plan with *** (now Frontier) ended on May 1st, 2019, from which my plan jumped from $88.25/month to $124.86 (April bill) and then to $50.45 (May bill) without any notice. When I realized this, I talked to customer service to arrange a new plan that wouldn't lock me in for another 2 years, but would let me pay $85.26/month. The customer service rep said the price would be backdated to my previous 2 overcharged bills, and I would be credited for the difference in the following bill (June). This assurance was provided to me in writing over email.

The June bill rolls around, but none of the changes have been applied. Not only did I not receive my credit, but I'm now charged $153.48 for the new month. I call customer service again to cancel my account because they didn't uphold the new billing price or the account credit, yet I'm told that because it's day 1 of the next billing cycle, I will be charged for the next month as well (June bill) -- that's 3 billing cycles overcharged in total. I escalated to talk to the supervisor on the phone and they reassured me that yes, actually they can and will cancel my account so I wouldn't be charged for June I was owed, but I ended up being charged for June anyways. In total, 3 overcharged billing cycles, no credit in the account, months of hassle, hours wasted on the phone with customer service.

Throughout this time, all customer service reps and supervisors were always reluctant to provide any proof in writing. While I did get the first rep to email me proof, the supervisor who said they would cancel the account refused to do so, and asked me to "trust him."

-Aug/7/2019
I ordered Frontier internet in the end of July with the intent of having internet on Aug/7/2019. A technician came out, reviewed the telephone line for about 10 min and was done. I asked tech if he had my modem/router and he said I should have received a USPS tracking number. I had not received one so I called Frontier at and was told that the tech was just checking to make sure that I could get the speed they promised me. I was then told that they would send the modem/router out and I would get an email with a USPS tracking number.

-Aug/9/2019
Although I never received a USPS number via email, I received the modem/router on Aug/9/2019. I opted for the self-installation and followed all the instructions in the box. After doing so, all the proper lights turned solid green except for the light next to the internet label which turned solid red. I called Frontier at and was on the phone with a representative for one hour. The representative had me go into the modem’s software via my computer and change some of the coding. This did not work at which point the representative opened a ticket for a technician to come to my house and solve the problem. I was told that I didn’t have to worry about doing anything else and that my problem would be resolved within 48 hours.

-Aug/10/2019
I called Frontier at to verify that my problem was going to be solved within the next 24 hours. I was told that the ticket was still open and that no more information was available.

-Aug/11/2019
Approximately 50 hours after my call on Aug/9/2019, I called to ask Frontier why I had not been contacted by anyone and still had no internet even though I was promised that I would be contacted and would have my problem resolved within 48 hours. I was told that the technician that was supposed to call me decided they could not come, and the ticket would be assigned to another technician.

-Aug/12/2019
I had still not received any calls from Frontier or a technician. I called Frontier at with the intent of cancelling their service and getting internet from a more competent company. I was originally told by the representative that the reason a technician had not contacted me was because there weren’t any in my area. After being transferred to five different people in separate departments, I was transferred back to technical support (the original department that I called) and was told that a technician had tried to contact me. However, I had not received any calls from any unknown numbers or technicians. Eventually, after being transferred around several more times, I was able to talk to someone in the retention department and get my service cancelled. The representative told me that I would not be charged for anything since I never received internet.

-Aug/14/2019
I received a voicemail while I was out of town for school from a technician saying that he was going to show up at my house in 15 minutes. The technician had never called before this occasion and never tried to set up an appointment. I was only given 15 minutes notice and was obviously unable to be at home when they showed up. I have not been contacted again by said technician or any other technician.

-Aug/17/2019
I received a bill in the mail from Frontier for $49.53 even after having been told by their representatives that I would not be charged.

-Aug/18/2019
I called Frontier’s billing department at to resolve the billing issue. First, I was told that my account had not been cancelled yet and would not be until Sep/3/2019. The representative was able to cancel my account immediately (as I previously thought I had done on Aug/12/2019). Next, I was told not to worry about the bill and that the representative’s supervisor would credit the $49.53 to my account and I would receive a new bill with $0 due on it. I was given a confirmation number for this transaction.

-Sep/1/2019
I once again called Frontier’s billing department at because I had not received a new bill with an amount of $0 due. I was told that my claim was still being disputed. Meanwhile, my bill was supposedly due on Sep/3/2019.

Summary:
I have spent countless hours on the phone trying to cancel my service with frontier and not have to pay my bill since I never received the service (internet) that I was promised. I have been lied to, pushed around, and treated like garbage during this month-long experience without my problem ever being resolved.

On July 1 2019 I called to cancel my internet service with frontier. I was told that I would receive a box to return their equipment and my services would be canceled before the next billing cycle. I paid my balance for July and thought it was done but no I saw I was charged for an extra month from July 23 2019 to August 22 2019. I called customer service and was told by a representative that they charged me the other month because they didn’t disconnect my service till July 23 2019 which is the beginning of my next bill cycle and I have to pay for the full month. I disputed the charges and was offered a credit for the balance and would only pay a small amount. I told the representative that I am not paying for their mistake that I canceled on time and asked to speak with a supervisor after much back and forth she finally transfers my call to a supervisor which didn’t pick up and their voicemail was full and ended my call. I am very upset at this point so I call back a few days later and speak to another representative that tells me everything is resolved that he made notes on my account and I shouldn’t worry about the remaining balance. I checked my account and the amount disappeared but now has came back and says it’s past due!!! I’m very responsible and would never not pay what I owe so it’s very frustrating seeing this past due amount when I disputed with frontier and was told it was cleared and now I’m afraid it is gonna go to collections and mess up my credit.

Internet service issues with no return calls from Frontier to assist in resolving despite numerous requests made by us. We continue to pay the monthly bill in full to avoid credit problems. Service is on about 20% of the time. Customer service and a technician advised we’re too far away from the equipment to receive good service. Bogus answer as when we first signed up, service was little better. If too far away, why offer service?

I was supposed to have internet installed yesterday on August 30th because I’m moving into a new apartment. I had been getting texts the whole month reminding me of the appointment. No one came to my apartment yesterday to install it. I called customer service, and it turns out they cancelled the appointment without telling me with no reason. I’ve been in contact with customer service all day yesterday and this morning. They’re saying they can’t have anyone sent out until September 5th, and dispatch is too busy. This is unacceptable. The appointment cancellation is no fault of my own, so I expect the company to fix this.

On the day of my service installation, the Frontier Communications technician did not know how to install the correct cable box called out on my service order so he installed a *** cable box. I have an ongoing problem where my television will not turn on. In most cases, I can reboot the cable box myself and the issue is resolved. Yesterday the television would not turn on and I was not able to resolve the problem by rebooting the cable box. I called Frontier Communications technical service and was told the cable box installed is a non-serviceable box and the technical center cannot send a signal to that box to reset it. The technician told me this issue needs to be addressed by Customer Service. Today I called Customer Service and was told the technical service department needs to address this issue for me. Please help me find someone at Frontier Communications who will, at no charge, set up my service with the correct equipment required to support the services I am billed for OR find someone at Frontier Communications who will let me out of my two year contract at no charge.

Frontier Communications is charging for a service never provided. On July, 2019 I ordered internet services, technician came and installed, service worked for 15 minutes. We troubleshooted using their phone service, internet worked for 15 minutes. When we called tech services again, they said we had to call customer service for technician to be sent again. Customer service informed it would take seven days. I spoke to supervisor, who agreed to cancel the order (at this point there wasn't an account number yet). Supervisor assured, order would be cancelled, no money would be owed, and company would send boxes to return equipment. No boxes were sent yet. Bill received on 8/31/19 charging $188.00. Contacted customer service and supervisor, said I owed $107 for breach of contract because I cancelled service (so they acknowledge account is not active) for a service that never worked and that supervisor I spoke with on June 2019 did not leave notes. When checking account online today, I noticed that there is an order on file created and completed on August 19, 2019, with number ***. I did not create nor authorize the creation of this account. I have not received service.

On August 1st 2019 we signed up for service online. We were asked for a $54 deposit that we paid. On that same day it stated that we had a $75 installation fee. We called to break that into three payments that were due on the three first months payments and scheduled installation for august 10th.
On August 9th I called in and asked for the installation to be waved as I am a network Technician by trade and I was not paying $75 for something I can do myself. I was told twice once by a regular customer service rep and their supervisor that it had been waved and that they did not see it on my account. That the $75 was waved in the plan we selected.
On August 10th, we rescheduled the appointment for the 17th of August, which we rescheduled again for the 24th.
On the 24th, no one showed up. I called in and was informed they were waiting on the deposit of $72. Which they realized was a mistake but had to reschedule us for August 31st 2019.
On August 31st the technician showed up, and ran a ten foot cable and plugged in the modem/router. I checked the network speeds and realized that I was not getting the speeds I ordered 500/500. That ethernet connection was at 342/368. At the time of testing there was nothing else on the network to cause network saturation. Within the hour of him leaving we got an email stating that the $75 was broken into three payments.
I called in and was told that they could not find my account and that I would need to call back tomorrow.
Included in the plan was an offer for 12 months of ***. So I called back to get more information concerning that. I was told that I would have to wait three billing cycles for that. I brought up the $75 while I was on the phone and was told that they do not see it as waved. I fought with Haliey for about half an hour when I asked for a supervisor. She waited a short while when she told me she was putting me on a brief hold for a supervisor. I then began to wait for two hours for the supervisor. Getting tired of waiting. I called in on another phone. Leaving the previous call on the line. And I was told that customer service was closed. I have ever intention of leaving this call running until I talk to someone. It is currently 8:38 pm and I have been on hold for 3 hours and 14 minutes. (This is according the the time on my time counter and includes the time I spent talking to Haliey). I know that it will last till tomorrow morning until tomorrow at 8 am. (I believe that Haliey did this intentionally)

Frontier continues to disregard out service issues in the area. We have been comparing for months about poor or lack of internet service.
I have even talked to 'Sarah' at the president's office.
My phone call tonight with technical support did get me a ticket number. When I was connected with the supervisor, cathy, she hung up on me and never called back.

I’ve had frontier for years now. Ive called many times asking for faster speed. They are unable to help me because of our location. (Chili,NY) So I’m left with 6 mbps. When I run the test it says 1 mbps?!!! They have insisted that I need to purchase another modem??? Tonight, I have sat here for four hours trying to watch a two hour movie. All other devices in the house are turned off. This is ridiculous and I do NOT recommend frontier.

So we haven’t had internet for 4 days since a local outage that was supposedly “repaired”. We’ve probably spent the better part of 3 hours on the phone with Frontier troubleshooting (2/3 was wait time) and even had a new modem sent out, all to no avail.
Needless to say, when we requested a tech to come out, the earliest apt they would provide was almost 2 weeks out, and they refused to budge on anything else, so we told them we would need to cancel since we we work from home and another company agreed to come out within 48 hours to hook us up.
They refused to be empathetic at all and stuck to not only their cancellation fee, but an additional “disconnect fee” for service that hasn’t been connected in 4 days! Every rep sounded more miserable and uncaring than the next and when we asked if they would comp us for the last 4 days, they only offered to transfer us to another department to handle that, which came with an estimated “30 minute hold time”

They advertise a 1year plan for$39.99 a month for 12 months, when you jump through all the hoops your order comes out with a $89.99 cost per month. This a bussiness that is being very deceptive in there advertising boarding on good old fashion fraud.