Frontier Communications Reviews (4127)
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Description: Cable TV, Internet and Telephone Installation Companies
Address: PO Box 20550, Rochester, New York, United States, 14602-0550
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We get land line phone service and internet DSL service from Frontier. We have been out of service for nearly 2 weeks now due to a mower running over a wiring pedestal along the road and shredding the wires. Repeated calls to repair service have fallen on deaf ears. according to Frontier, 23 people were affected. On Thursday Aug 29 several customers finally had their service restored but we are still dead. They need to provide this much needed service faster than they are doing it now.
Thank you for referring the complaint of *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. states that he has experienced issues with his phone and internet services from Frontier. Frontier has investigated the above statements and offers the following response:
Frontier advises that a report was made on August 27, 2019 and completed on September 3, 2019 to damaged cable and pedestal that were damaged by mowers.
Frontier has applied an out of service credit in the amount of $40.21 which will be reflected on the next statement.
Frontier spoke with Mr. on September 4, 2019 who confirmed the services are working.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter.
we have phone and internet service through Frontier--our property is in Hope, NY in an area where there is no cell service for miles (at least half hour drive away to a cell area)-the service goes out very frequently and then it takes weeks or even months to get anyone to fix it. we have been without internet service since 7/9/19. For over a week, we did not have phone service either--which is the only way to access emergency help--we have called multiple times-both through the general technical service line and to local personnel (who are very good but do not have control of there time) and been promised help. the complaint has been escalated at least three times but still nothing has happened. They give us an appointment and then never come; only to repeatedly get an text message AFTER the appointment window (always a half day) is OVER, rescheduling the appt for the next day-only to have this happen again. Since 8/19 when we were promised a technician between 1-5 pm, the appt has been changed each day and still no one has come. In addition, the messages are being sent by text WHICH WE CANNOT RECEIVE at home despite repeatedly explaining this to frontier and requesting they call the phone line. there have been no messages to the phone line. We have called on at least these dates (more actually but don't have them all written down)-7/10/19; 7/12/19; 7/14/19-(phone got fixed 7/15 but not internet); 8/8/19; 8/11/19-spoke to Daniel-new ticket number; 8/14-spoke to Jerry supervisor-sadi he'd reach out to scott mason the local supervisor--we got internet service back for less than 24 hours--lost it again; called again 8/16 spoke to Miguel and his supervisor ?Gilbert-promised technician monday 8/19/19. no one came and as explained above, each day since then the appt has been changed AFTER appointment window is passed. Called 8/29/19-pomised technician this am-still nothing.
Frontier has investigated the above statements and offers the following response:
Frontier received a report of line out of service on July 10, 2019 and dispatched a technician July 17, 2019 whom cleared trees limbs from the line conductor to restore the line.
Frontier received a subsequent report of line out of service on August 9, 2019.
Frontier confirms several repair appointments for Dr. ***’s line were missed due to unforeseen circumstances; Frontier confirms a technician was able to isolate and repair a grounded cable pair on Dr. ***’s line on September 7, 2019.
Frontier has issued appropriate credit to Dr. ***’s account for the time out of service.
Service concerns are addressed as quickly as possible with consideration to the service affected, medical necessity, inclement weather and other factors.
Frontier apologizes for the missed commitment experienced by Dr. ***.
Frontier is working on opportunities to alleviate customer frustration related to missed commitments and repairs.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Dr. *** has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
We find Frontier’s response woefully inadequate. A “form” apology and credit for missed service does not compensate for 2 months without vital service and unsafe conditions.
Frontier’s response did not address a major, recurrent issue—in a rural area with no cell service, we were (again) left without phone or internet for extended periods of time. It is a 30 minute drive to an area with cell service, so without phone/ internet provided by Frontier (the ONLY service available), we are without access to emergency help of any kind. In addition, the very sick children and adolescents I treat (who frequently need to reach me outside of office hours) are left unable to access me. The statement that Frontier addresses service concerns with “consideration to the service affected, medical necessity, inclement weather and other factors” does not hold up.
Frontier reports 2 calls from us—as documented in the formal complaint, there were many more calls as documented in our Revdex.com complaint. In addition, Frontier responds that “several service appointments were missed due to unforeseen consequences”-this is a gross understatement, as no fewer that FIFTEEN 4 hour appointment windows were not kept without any notice. Notice of rescheduling was communicated BY TEXT—which we could not receive given that we had not internet service and there is no cell service to the area—and notice was consistently sent AFTER the appointment window had ended. This is a repeated and recurrent problem—“contacting us by text or cell” when we tell them repeatedly that we cannot receive messages in that manner unless we are away from home and in a cell area.
Frontier reports that service was restored on July 17, but it was not. Internet service was not restored.
Frontier reports that they are working on improving service to there customers—this is unconvincing given that long delays for restoring service are their norm over the 12 years we have had service from them. At best, a service outage complaint takes 2 weeks for Frontier to address, and not infrequently, it takes more than a month or two. Generally, there are multiple appointments that are not kept by Frontier without notice.
Phone and internet services are vital. We expect more than meaningless statements.
Regards
Frontier has investigated the above statements and offers the following response:
Frontier received a report of line out of service on July 10, 2019 and dispatched a technician July 17, 2019 whom cleared trees limbs from the line conductor to restore the line.
Frontier received a subsequent report of line out of service on August 9, 2019.
Frontier confirms several repair appointments for Dr. ***’s line were missed due to unforeseen circumstances; Frontier confirms a technician was able to isolate and repair a grounded cable pair on Dr. ***’s line on September 7, 2019.
Frontier has issued appropriate credit to Dr. ***’s account for the time out of service.
Service concerns are addressed as quickly as possible with consideration to the service affected, medical necessity, inclement weather and other factors.
Frontier apologizes for the missed commitment experienced by Dr. ***.
Frontier is working on opportunities to alleviate customer frustration related to missed commitments and repairs.
Frontier’s position on this matter has not changed.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Dr. *** has experienced as a result of the above matter.
The Frontier account is in my name, since I pay the bills and deal with service and billing issues. However, the phone service is located in the home of my elderly parents.
About 3 weeks ago, we had a sudden strong rain storm, so many phone lines were affected. When I called about my parents' phone service, I was told that the outage was a large area that would be resolved soon. But when their service was not restored by the next week, I called and was given a ticket and a repair date of September 4.
I have called several times to try to get that repair prioritized. My parents are elderly and do not have access to cell phone, so it is critical that they have landline service There could easily be medical emergencies, as there have been in the past, so it is urgent that their phone service is restored ASAP.
Thank you for your help with this matter!!
Please note that I did not see "Landline Phone Service"listed as an option under Frontier's name, nor our specific town of residence. So I chose the closest address on your list; hopefully you can find my account information from that selection.
Thank you for referring the complaint of Ms. to our office for review. We appreciate Ms.
bringing this matter to our attention.
The Complaint states that:
Ms. states her elderly parents have been without service since August 23, 2019.
Frontier has investigated the above statements and offers the following response:Ms.s phone service was repaired on September 4, 2019.
A Frontier Representative called and spoke to Mr. to confirm services were working and gave provided an out of service credit to the account, which will reflect on the billing statement date of October 7, 2019.
Frontier is mailing Ms. a medical escalation letter, if signed by a physician, and sent back will give the account priority in case of another outage.
Frontier is working on opportunities to alleviate customer frustration related to missed commitments and repairs.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
1. My parents were without phone service for one month - from August 5 to September 4, not from August 25 as Frontier stated in their response. They need to be credited for at least a month of phone service, although that does not make up for their negligence, and could not revive their lives had there been an emergency during that month of no phone service. The payment needs to be sent in a check instead of waiting another month for a credit.
2. Frontier told me several times that they already elevated the rank of the service ticket to priority status, yet they did not. The repairman came as originally scheduled on September 4, not on priority status as promised by Frontier - almost a month after the original date of August 5. How can I be assured that after having a doctor's signature they actually will prioritize the service repair? Does a doctor's signature make a person more elderly? They should have responded without making excuses. How do we know that they will respond in the future? 3. The phone service typically goes down after rain storms, or even slow, consistent rain. Could something be done to have more reliable service?
Thank you for your attention to these matters. We appreciate so much your help!
Sincerely
The Complaint states that:
Ms. states her elderly parents have been without service since August 23, 2019.
Frontier has investigated the above statements and offers the following response:
Ms.s phone service was repaired on September 4, 2019.
A Frontier Representative called and spoke to Mr. to confirm services were working and gave provided an out of service credit to the account, which will reflect on the billing statement date of October 7, 2019.
Frontier is mailing Ms. a medical escalation letter, if signed by a physician, and sent back will give the account priority in case of another outage.
Frontier is working on opportunities to alleviate customer frustration related to missed commitments and repairs.
The service outage was reported to Frontier on August 23, 2019. Frontier can only go by the date it was reported until it was fixed.
A Medical escalation letter will hold the account in medical priority for one year.
It can be renewed annually.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
cancelled internet service and Frontier continued to bill and even after multiple calls with customer service agents reporting the problem has been solved and bill was fixed they still continued to bill and turn account into the
Thank you for referring the complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. states that she continued to get billed for services after she requested to disconnect her Frontier account. Ms. advises that the account has been referred to an outside collection agency. Frontier has investigated the above statements and offers the following response:
Frontier advises that an adjustment in the amount of $80.95 has been applied to Ms.’s account. The account is closed and there is no balance due to Frontier.
Frontier advises that a request has been sent to pull back any negative credit reporting.
Frontier spoke with Ms. on September 4, 2019 to review this information with her.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. may have experienced as a result of the above matter.
We have internet through frontier. I e called numerous times about the service cutting out and they sent someone to my house that pulled in the driveway left a card and took off. The service has not got any better it always cuts out and never works. Customer service does nothing. I don’t understand how you can charge for a service that your not providing half the time I have to turn the WiFi hotspot on my phone to do my emails for work and let my children as we speak I had to use my hot spot to write this complaint because your internet doesn’t work ever.
Frontier has investigated the above statements and offers the following response:
Frontier tested the access line and found that Internet speeds were within an acceptable range.
Frontier advises that Internet service speeds are based upon many factors: including network congestion, customer location, customer equipment, and WiFi network interference. Customer speeds may vary over time.
Frontier attempted to reach Ms. to advise of the above and troubleshoot issues but was unsuccessful. Frontier left a message for Ms. that included direct contact information.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
After many attempts to set up phone service at our new home, we eventually found out it could not be done. We then cancelled our service at our previous address and were told there would be no further charges. Our last bill arrived and we were encouraged to pay it, even though it was for service after the cancellation date. The reps assured us the bill would be adjusted in the coming months and we should just wait for the credit to appear. After the credit did not come, phone calls were placed to customer service where we were told a credit was approved and we would be receiving a refund. This was repeated by at least 4 different reps. Communication with the Office of the President was not positive.
Thank you for referring the complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention. The rebuttal states that: Ms. stated that after cancelling their service, the Frontier agent advised there would be no further charges. Ms. advised she was told she would get a refund after paying her final bill. Frontier has investigated the above statements and offers the following response: Per Frontier Term of Service, all customers are billed a $9.99 fee to cancel internet service. Ms. was incorrectly advised that the $9.99 fee would be refunded. Agent coaching will be sent accordingly. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. This response is unacceptable. If the company would review my account, they would see there is nothing mentioned about a cancellation fee on the last bill. When I called, I was told to pay the bill and it would be adjusted the following month. We were unable to receive Internet and/or Phone because of Frontier's unsatisfactory customer service in the first place. This is documented on customer service correspondence dating back to December 3, 2018. We were promised phone service, but the company was not able to give us phone service. They could not provide service, so why is it our fault that service was cancelled? We were loyal customers for over 30 years and this means nothing to this company. Besides the fact that the company has said I was misinformed. I believe we were lied to, not misinformed. For the record: My name is spelled: ***, not ***. Regards
Thank you for referring the rebuttal of *** to our office for review. We appreciate Ms. bringing this matter to our attention. The rebuttal states that: • Ms. want a refund of their last Frontier bill because phone services were not provided. • Ms. advised she was told she would get a refund after paying her final bill. Frontier has investigated the above statements and offers the following response: • Ms. was not billed for phone services. Per Frontier Term of Service, all customers are billed a $9.99 fee to cancel internet service. The final bill of $9.99 was for this one time fee. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
I Had Removed Services Because My Bill Was Going To Double And Contacted Them They Said My Promotions
Ran Out So I Cancelled Services It Ran Thee Days Over The Billing Cycle And They Never Told Me That I will
Be Billed For A Full months Service So I Disputed The Charge With My Discover Card And Told Discover
30.00 Dollars Is Fair For Three Days Of Service Contacted Frontier A Dozen Of Times They Say They Do Not Pro-Rate
Bills I understand That They Should Of Kept These Services Active Until The End Of The Billing Cycle ?
Frontier has investigated the above statements and offers the following response:
Frontier received request from Mr. to disconnect services on July 31, 2019 as he already went to another provider; Frontier placed order to disconnect and advised soonest date would be August 1, 2019.
Frontier advises that prior to termination, Mr. was billed (and thus incurred charges) through the end of his billing cycle.
Frontier advises the final balance owing and due to Frontier for Mr.’s account is $79.81.
Frontier spoke with Mr. and advised him of the above information.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
***
They Did Not Keep Services On Until The End Of The Billing Cycle!!!! Or I Would Have not Went With Another Provider???? Until The End Of The Billing Cycle.. They Fail To Tell Their
Customers This ??? And Also They Are Into A New Billing Cycle And Do Not Remove Services Until The End Of The Billing Cycle !!! How Many Other Customers Have They Done This With ???
Frontier has investigated the above statements and offers the following response:
Frontier received request from Mr. to disconnect services on July 31, 2019 as he already went to another provider; Frontier placed order to disconnect and advised soonest date would be August 1, 2019.
Frontier advises that prior to termination, Mr. was billed (and thus incurred charges) through the end of his billing cycle.
Frontier advises the final balance owing and due to Frontier for Mr.’s account is $79.81.
Frontier spoke with Mr. and advised him of the above information.
Frontier’s position on this matter has not changed.
Lack of timely service restoration. On Wednesday 8/21/19 our internet service went out. I was notified by text message that the service was out. All of the houses along our road had their service out as well. By Friday 8/23/19 all of the houses service had been restored except ours(this makes the second time this has happened). On Saturday 8/24/19 the service still had not been restored, my wife made contact with customer service to where an appointment was made to send a technician out on 8/28/19. I checked our account online on Monday 8/26/19 to find that our service ticket already showed that the service had been completed (early) and our service still had not been restored. The technician was supposed to arrive between 9am and 1pm on 8/28/19, no one showed up and we are still without internet service. I contacted customer service, to which they had no answer as to why the tech did not show. The customer service agent was helpful and set up another appointment for a tech on 9/3/19. I advised the customer service agent that this was the second time all the houses around us service was restored except ours and that if they couldn’t fix it within 24 hours I was contacting the Revdex.com and the Attorney General’s office. This first instance that our service was not restored was approximately 1 year ago when a tree fell and knocked the lines down. Technicians came and rehung the lines and restored all the houses’ service out our road except ours. After multiple calls to customer service our service was finally restored after 5-6 weeks. Not one time has Frontier offered to credit our account or resolve the issue in a timely manner. Also currently the pole that is supporting the lines is rotting from the inside out, which Frontier has been aware of for some time due to they have marked the pole, that was several months ago. Is it going to take it falling and everyone to go without service before they fix that issue? On September 3 is the next scheduled appointment date, that will be almost 2 weeks without service, with no attempt to credit account or fix service in a timely manner. Also a lady my wife works with, her husband works for Frontier, he offered to come fix our service and was denied by corporate, saying that we are part of a multi line service, but they can fix everyone around us? Corporate told a technician willing to do his job not to fix our service outage. Thank you for your time in this matter.
Thank you for referring the complaint of Mr. A *** to our office for review. We appreciate Mr. for bringing this matter to our attention.
According to the complaint:
Mr. advises that he has experienced delayed repair and requests credit for outage.
Frontier has investigated the above statements and offers the following response:
Frontier advises a trouble ticket was generated on August 24, 2019 for no Internet connection for a week with a due date of August 26, 2019. The ticket was placed in a common cause outage and completed on August 26, 2019 with commercial power restored to the Frontier equipment. Frontier advises Mr. reported on August 28, 2019 still no Internet connection with a new ticket generated due on September 3, 2019. A technician was dispatched on September 3, 2019 and tested the access line and left a new modem at the home and left a message.
Frontier applied a credit adjustment to Mr.’ account for the time out of service that will appear on the September 13, 2019 bill statement.
Frontier apologizes for the missed commitment and is currently working on opportunities to alleviate customer frustration related to missed commitments and repairs.
Frontier communicated the above information via email and provided direct contact information.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter.
On Aug. 5th, I called Frontier to install internet service in my new home at Forest Grove, Oregon. They scheduled a visit from their technician to install the internet on Aug. 16th between 1 PM - 5 PM. For unknown reasons, the technician did not show up. I received a text message from Frontier advising me that they rescheduled for the next day Aug. 17th. Again, the technician didn't show up. Once again, I received a text message with another scheduled visit until Aug. 29th! I took time off work again and waited in vain. The technician didn't show up a third time!
I spent an entire month with no internet and not being able to work and study from home. On top of that, I took time off from work 3 days waiting for a technician to show up anywhere between 1 and 5, for a total of 12 hours sitting at home waiting for someone to show-up.
I finally called them on the third time they didn't show-up to cancel the service and account. I was surprised that they had the audacity to charging for service that I didn't have for a full month. I demanded a refund and they transferred me to other incompetent customer service rep. that wanted to charge an additional 9.99 to disconnect service that I didn't even have!
No doubt, this has been the worst company I ever had to deal with even when compared to corrupted companies from other countries. They are untrustworthy, liars and they charge for services that were not rendered. I know i'm not the first to complain for the same reasons.
Just to prove how bad the communication is with their service, their technician showed-up unannounced the day after I had cancelled service. They didn't even bother to tell their own technician that I had already cancelled.
During the month with no internet, I exceeded my data plan limits on my mobile phone for not having internet at home. Frontier Communications wasted my time and money! I hope that other people will think twice before signing-up with them, even if their prices appear to be reasonable. It's not worth the hassle. Better to pay more for real service from better companies that are available.
The customer service trainee or teenager told me that they can't give me a refund for the month they charged me for not having service. I got transferred to another young rep. that supposedly fixed something, but I have absolutely no confidence that anything was done. They all sound like young teens trying to do work while taking selfies or updating their social media profiles.
I hope they go out of business or get sued for causing so many people anger, frustration, lost money and time!
Frontier CommunicationsThank you for referring the
complaint of *** to our office for review. We appreciate you
bringing this matter to our attention.The Complaint states that: Mr. is disputing his *** for services from Frontier. Frontier has investigated the above
statements and offers the following response:Frontier records reflect that Mr. was billed in error for an additional month of services. Frontier advises that a credit has been issued for his August and September *** statements. Mr. has a credit balance of $69.16.Please allow 1-2 *** cycles for the credit to post. A representative advised of the above information.We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Mr. has experienced as a result of the above matter.Frontier Specialist: Tocoma
K. Department:
General Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
hell I order internet service on 08/23/2019 from this company two weeks ago an was told that my office told the we cant have internet then I went to the office an I was told that they never told the tech that then I called an order the service again an then the tech was to come on the 08/28/2019 .I waited all this time then when the tech didnt show I called an I was told that I need to send proof of my idenity which I did not see the reason being that the tech had been to my house an I had done two credit checks at this point. so I send in the the id an ss card. then I am told that they could not get me an appointment any sooner than 09/04/2019. nso it seems to me that they are pro longing the the instalation for some reason
Thank you for referring the complaint of Mr.
*** D. *** to our office for review. We appreciate your bringing this
matter to our attention. According to the complaint: Mr. states Frontier is delaying the installation for his new service request. Frontier has investigated the above statement
and offers the following response:Frontier technicians have been dispatched to the premise and was notified by the apartment manager that they have a contract with a different service provider. The technician has been advised that no new wires can be ran nor can any drilling (holes) be performed. The order request has been cancelled. We trust this information will assist you in
closing this complaint. Frontier apologizes for any inconvenience the customer
has experienced as a result of this matter. Thank you,Edna V. Executive Customer Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 13802590, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
*** Colelman
I have said before that I cant open these extentions an I what to have them sent in a format that can be open also the extention 200 is not a correct extention that I can reach *** you can call me ***9
Thank you for referring the complaint of Mr. D. *** to our office for review. We appreciate your bringing this matter to our attention.
According to the complaint:
· Mr. states Frontier is delaying the installation for his new service request.
Frontier has investigated the above statement and offers the following response:· Frontier technicians have been dispatched to the premise and was notified by the apartment manager that they have a contract with a different service provider. The technician has been advised that no new wires can be ran nor can any drilling (holes) be performed.
· The order request has been cancelled.
We trust this information will assist you in closing this complaint. Frontier apologizes for any inconvenience the customer has experienced as a result of this matter.
Thank you,
Edna V.
Executive Customer Relations
My DSL modem went down over a week ago. I called the day it went down, which was a Wednesday. I did not receive the new modem until the following Tuesday - I can order new shoes and have them in1-2 days. That in and of itself indicates low to no concern for customer service- strike 1.
I tried to install the new modem per the instructions provide. The new modem did not ask the questions the the instructions claim it should have. Instructions were of very little use - customer service strike 2.
I immediately led tech support to report I like not set up the new modem and to also report the internet light was solid red. The tech proceeded to walk me through 30 minutes of reprogramming the new modem to no avail. Tech said he’d have hand it over to advanced tech support and they would contact me the next day, to which they did not - costumer service strikes 3,4,& 5. I contacted them and assured me that they were working on it but may have rose d a tech which would be in 2-3 weeks. So here I sit, again, just trying to get some adequate service. I had to file a complaint with the Revdex.com last time before I could really get anything done. Frontier is loathed in my area for its horrible service and they’re the only provider. Please help. We are also starting to call our politicians to get Frontier removed or held accountable.
Thank you for referring the complaint of Mr. to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. states he is unhappy with the time it took him to get his modem repaired and replaced.
Frontier has investigated the above statements and offers the following response:
Frontier apologizes for the time it took for Mr. to have his modem replaced.
Frontier has made several attempts to contact Mr. regarding this issue but has been unsuccessful in speaking with him further.
Frontier has mailed Mr. a letter with direct contact information if he needs any further assistance.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.
I have been a Frintier customer for 3 years as there is no internet service through my *** provider. I called Aug 20 to inquire if my poor speed could be improved after 3 years and was immediately upgraded to faster service at no charge, which I agreed to. I waited for the 8/21 appt from 12 to 4 pm and no tech came to check wifi router as requested, nor offer service.
I called last week and found the service was upgraded to a faster one with 10 dollar plus taxes increase despite contracted amount. Escalation/retention depr was rude and dismissive and I insisted on their action to review phone contract which their rep made w me.
Today I found that this practice is a policy, upgrading grandfathered 6 mb speeds to higher priced plans with no offers to return to a lesser plan
I am being billed the higher rate at this time, despite repeated calls, under protest. The newer service is just as slow as the old was in this farm area. The tech companies have limited competition by assigning only 2 providers to serve each area.
I request contract be retained as agreed and sold to me on Aug 20 at old pricing.
Thank
you for referring the complaint of *** to our office for review. We appreciate your bringing this matter to
our attention.On
September 4, 2019, a Frontier representative issued an update to the customer’s
account that reduced the monthly recurring charge to $40. This is the lowest price available. Additionally, a credit in the amount of
$79.76 was applied to the account to offset the rate on the current bill and
future bills for the next 12 months. We
apologize for any inconvenience. Thank
you,Amara
H.Executive
Customer Relations
I wanted to upgrade my internet. I've stayed home 2 times (4 hours missing work) and they have canceled these both times. Both times they contacted me at the very end of when they were supposed to be there so I wasn't able to go to work.
Frontier has investigated the above statements and offers the following response:
Service concerns are addressed as quickly as possible with consideration to the service affected, medical necessity, inclement weather and other factors.
Frontier advises Ms. cancelled her upgrade order.
Frontier apologizes for the missed commitments experienced by Ms..
Frontier does not provide compensation for employment wages.
Frontier is working on opportunities to alleviate customer frustration related to missed commitments and repairs.
Frontier spoke with Ms. and advised of the above.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
On 06/21/2019 my internet and phone where disconnected without my permission. I was then charged 115.00 for period 06/19-07/18/2019 which was automatically withdrawn from my account. I also have a new bill for 07/19-08/18/2019 for 18.13 and being told it would go to collections
Frontier Communications has received notification of a complaint from the above individual. According to the complaint: • Ms. is disputing her bill with Frontier. • She requests an apology for service disconnection, refund and adjustment.Frontier has investigated the above statements and offers the following response:• Upon further review we determined Ms. downgraded service on June 20, 2019. Order #*** disconnected service in error. • Frontier advises our expectations are that all customers have a positive experience when requesting assistance with service or billing concerns. • A credit in the amount of $134.07 has been applied. The credit will be reflected on a future closing statement within thirty to sixty days. A refund will be expedited.• We further advise on September 16, 2019 we attempted to reach Ms. Cervantes. A detailed voice message on the above information was left, along with direct contact information for further review, as needed.If Ms. has any additional questions, please contact the undersigned.We trust that this information will assist the Bureau in closing this complaint. Sincerely,Bridget G.cc: Lupe Cervantes
I have had the state police at my house 5 times do to an issue in the landline. I was told by frontier several times this issue has been resolved they will fix it . Overall I have spent several hours on the phone with them and the state police showed up again lastnight , so this is still happening . Nobody has come out to check the line and everyone is giving me different information every time I call .
Thank you for referring the complaint of Ms. to our office for review. We appreciate this matter being brought to our attention.
Frontier has investigated the above statements and offers the following response:
Frontier advises on August 22, 2019 an order was initiated to remove the phone service and downgrade the account to internet only.
Credit in the amount $105.89 was issued. Please allow 1-2 bill cycles for credit to post to the account.
On September 6, 2019 I spoke with Ms. regarding her concerns. During this contact, she acknowledged that her concerns were previously addressed.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that the customer may have experienced as a result of this matter.
Sincerely,
Stacey M.
Frontier Executive Relations
After speaking to a technician at the neighbors house about an issue we had been having with our phone not being able to call outside of our local exchange, a Frontier supervisor called my home. She spoke to my 82 year old mother (she knew it was not me) and told her for $7 a month we could add long distance. My mother said to go ahead except she is not authorized to make changes to my account-only I am. I am now being charged $70 a month more and they refuse to give me back my old service saying that I was grandfathered in for that rate. It is illegal for them to make a change to an account without the permission from the authorized account holder.
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
Ms. states that changes were made to her account without her knowledge or permission. Ms. is requesting to have the billing corrected. Frontier has investigated the above statements and offers the following response:
Frontier records show that on July 25, 2019 Frontier spoke with authorized user ***, who requested to move the Phone service from a regular Phone plan (no long-distance calls included) to Digital Phone Essentials (30 minutes of ling-distance calls included). Frontier issued an order to make the requested changes. Frontier records show the correct promotion, after the account changes were made, were not activated. This cause the account to bill at a higher rate on the August 7, 2019 statement. Frontier then activated the promotion and issued credits to correct the billing. Frontier records show that Mr. contacted Frontier on August 26, 2019 to request additional changes to the account. Per Mr.’s request, Frontier issued an order to remove the Phone service and provide stand-alone Internet service. Frontier spoke with Ms. on September 25, 2019 to advise of the above information. We regret any inconvenience that *** may have experienced as a result of the above matter.
I called Frontier Communications on 8/29/19 at 12:25pm EST. I called to cancel my internet service. My account number is ***-5 for service address of *** FL 33556. They said they wouldn't cancel my account without me having to pay a service charge of $9.95. I told them to cancel my account and was never informed upon signing up with them about this service charge to end service. I want my account cancelled. Please cancel my service. It is not right to charge someone to cancel service when they were never informed upon signing up for service initially. My account needs to be cancelled and it is unethical to charge me for something that I wasn't informed about.
Thank you for referring the complaint of Mr. *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that: Mr. advises he will be billed a broadband processing fee.
Frontier has investigated the above statements and offers the following response:
Frontier spoke with Mr. on August 30, 2019 and advised we will set a billing follow up for September 23, 2019 and review the account for a customer courtesy credit.
Frontier advises there is a fee of $9.99 when a customer discontinues broadband service.
Frontier advised as of September 31, 2019 the account is closed.
Mr. presented no further questions or concerns and has direct contact information for the future.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. *** has experienced as a result of the above matter.
I want to be credited for portion of final billing cycle because I will no longer have the service. When I canceled my service they told me I was responsible to pay through the end of my billing cycle whether I was receiving service or not. I have never encountered this with a utility company. They say it's in the terms of service. The customer service rep was unable to help me. I contacted the office of the President - they will not credit my account either. My service ended 8/26/19 with Frontier. I chose that day because that’s when Frontier set my current rate to run thru. I only expect to pay through then give or take a day. I have paid my bill on time every month for 3 ½ years with Frontier and 3 years prior to that with ***. Except for a modem, I still have all *** equipment. That means my equipment is from March 2013! And still I paid for these outdated boxes and DVRs up until a year ago! No one contacted me to upgrade. I inquired several times about wanting to record more in HD and was told it wasn't possible UNTIL my call to disconnect service. I have never experienced such poor customer service.
Frontier has investigated the above statements and offers the following response: Frontier advises Ms. service under phone number *** was Ported to another provider on August 27, 2019. Frontier does reflect usage of service prior to August 27, 2019. Frontier was provided the disconnection date by the transferring company. Frontier advises Ms. was subscribing to Frontier VoIP, Internet, and television, with a statement cycling on August 15, 2019. Frontier advised Ms. of this specific Term of Service on each monthly statement: If you cancel your TV and/or Internet service subscription, termination of your service subscription(s) and any early termination fees will be effective on the last day of your Frontier billing cycle. No partial month credits or refunds will be provided for previously billed service subscriptions. Frontier advises in compliance with our terms of service no credit will be provided to Ms. for the monthly service charge. We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** may have experienced as a result of the above matter.
Hello, My Name is ***. I am writing because this is the SECOND TIME I have issues with anything related to *** and Frontier Communications. I have been sent to collection regarding a final balance that was paid and equipment that was returned as well. I have a confirmation number in regards to the payment and a UPS ground tracking receipts showing that I returned the equipment. I do not understand why this is a revolving issue with this company, I am being falsely accused of not paying and keeping equipment that I have proof of both issues.
Thank you for referring the complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. advises that she is disputing an outstanding balance with Frontier. Ms. advises that she was sent to collections by Frontier because of an unpaid final bill.Frontier has investigated the above statements and offers the following response:
Frontier advises that Ms. attempted to make a payment on June 2, 2019 for her outstanding balance of $76.43, but the payment failed to go through. She would need to contact her financial institution for an explanation as to why the payment failed.
Frontier spoke with Ms. on September 6, 2019 and advised her of the above information. She stated that she will make a payment online in order to clear the balance. Frontier will follow up Ms. once the payment has posted to her account, and she has direct contact information for Frontier.
Frontier advised that they will inform the outside collection agency once the account has been paid in full.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. may have experienced as a result of the above matter.
I ordered Internet from Files Tampa Florida they came out and installed it they put a cable on my lawn and they did not come and bury the cable I ordered the service and they came out on 827 they said they cannot come and bury the cable in my yard until September 9 it’s on the easement of the county property is hanging over my gate I have a pitbull and he’s going to chew it and we’re coming up with the hurricane I try to work with the customer service and they do not want to work with me so I disconnected the service and tell them they can come and reconnected until
Dear Revdex.com:Frontier Communications has received notification of a complaint
from the above individual. According to the complaint:Mr. is requesting service cable be buried as soon as possible. Frontier has investigated the above statements and offers
the following response:Upon further review we determined a drop was buried on September 9, 2019. Frontier advises our expectations are that all customers have a positive experience when requesting assistance with service or billing concerns.We further advise on September 17, 2019 a Frontier representative spoke with Mr. on the above information.If Mr. has any additional questions, please contact the
undersigned.We trust that this information will assist the Bureau in
closing this complaint. Sincerely,Bridget G.