Frontier Communications Reviews (4127)
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Frontier Communications Rating
Description: Cable TV, Internet and Telephone Installation Companies
Address: PO Box 20550, Rochester, New York, United States, 14602-0550
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I recently moved and called to have my service discontinued on 8/26/2019. I went out today to see what the final bill was and I see that I am being billed for 8/13-9/12 for 64.10. I refuse to pay for the service that I was not even in that location for. So it should be half of what they are saying. I did call and try to talk to them and they are insisting that because the bill was already generated that they could not credit the bill for the part that I was not living there. I will not and am not paying for the days that I was not there. It is bad enough for the years that I have been with them the service I paid for was not what I was receiving and I had proof of that. It has been excuse after excuse from this company and I am done.
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. advises she was charged after she terminated Frontier services. Frontier has investigated the above statements and offers the following response:
Frontier advises that prior to termination, Ms. was billed (and thus incurred charges) through the end of his billing cycle.
Frontier advises that prior to termination, Ms. was billed (and thus incurred charges) through the end of his billing cycle.
As stated in Frontier’s Terms of Service (https://frontier.com/corporate/terms) termination of non-regulated services is effective the last day of your billing cycle. Services will be available through the end of the billing cycle for which you have been billed in advance.
Frontier spoke with Ms. and advised her of the above 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.
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.
When I spoke to richard they have no record of any of the times they were there and replaced the modem 5 times, they have nothing noted that I called numerous times on issues with internet. Always excuses and now they want to charge me for days I didnt have internet and said the only way they can allow credit is if they have proof of issues. This is stealing from customers, this is unacceptable customer service and proceeded to say he wanted to credit me but couldn't with no documentation of issues. So from 2015 to 2019 I had 5 different modems and NO documentation. I agree to pay 32.05 that's what I was there for.
Regards
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. advises she was charged after she terminated Frontier services. Frontier has investigated the above statements and offers the following response:
Frontier’s position remains the same as there has been no additional information provided that warrants a deviation from the original resolution. Frontier advises that prior to termination, Ms. was billed (and thus incurred charges) through the end of his billing cycle.
Frontier advises that prior to termination, Ms. was billed (and thus incurred charges) through the end of his billing cycle.
As stated in Frontier’s Terms of Service (https://frontier.com/corporate/terms) termination of non-regulated services is effective the last day of your billing cycle. Services will be available through the end of the billing cycle for which you have been billed in advance.
Frontier spoke with Ms. on September 4, 2019and advised her of the above 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.
I cancelled services on June 24 because we sold our home and no longer live there. They provided confirmation that services were turned off. They continue to bill me for an additional month of services even though they admit services were turned off the month before and I no longer lived at the home. They refuse to adjust this to correct their error.
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 was charged after he terminated Frontier services. Frontier has investigated the above statements and offers the following response:
Frontier has made several attempts to speak to Mr. regarding the above matter, but we have been unsuccessful.
Frontier advises that prior to termination, Mr. was billed (and thus incurred charges) through the end of his billing cycle.
As stated in Frontier’s Terms of Service (https://frontier.com/corporate/terms) termination of non-regulated services is effective the last day of your billing cycle. Services will be available through the end of the billing cycle for which you have been billed in advance.
Frontier has provided direct contact information by email and voice mail, if he has additional concerns.
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.
Richard called and left me two phone messages. Unfortunately, I was at work and unavailable at the time he called. I have returned his call, leaving multiple voicemail messages, but he is never available when I call. Richard does not tell me when to call, how to reach them, or an alternate person I might speak with if he is unavailable. I can provide dates and times when I left messages.
This is not a good faith effort to communicate, and asking to have the case closed based on this, lacks sincerity. As I see it, no real effort has been made to resolve this complaint, especially since their response was not forthcoming.
Regards
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 was charged after he terminated Frontier services. Frontier has investigated the above statements and offers the following response:
Frontier’s position remains the same as there has been no additional information provided that warrants a deviation from the original resolution.
Frontier advises an email was sent to Mr. on September 4, 2019.
Frontier has made several attempts to speak to Mr. regarding the above matter, but we have been unsuccessful.
Frontier advises that prior to termination, Mr. was billed (and thus incurred charges) through the end of his billing cycle.
As stated in Frontier’s Terms of Service (https://frontier.com/corporate/terms) termination of non-regulated services is effective the last day of your billing cycle. Services will be available through the end of the billing cycle for which you have been billed in advance.
Frontier has provided direct contact information by email and voice mail, if he has additional concerns.
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.
My company was using *** many years until few years back they sold their company to Frontier. And by then it's a nightmare.
We've 2 business lines and 1 internet line which all these services are in one single account. After my service switched to Frontier, the internet is so slow so unstable that it can't even handle a credit card transaction. I called and chatted with Frontier numerous times regarding the problem and questioning why the speed of the internet is becoming like so slow.. we have high-speed internet when we signed up with *** but Frontier could not provide high-speed internet like *** (I don't know the reason) anyway, we decided to changed to some other company. I canceled my account with frontier and chat with them to make sure my account is canceled and settled all my balance. Confirmed with the CS on chat session, go back to my online account to double-check afterwards. The account already shows nothing is there, stating no linked account.
But today, I suddenly received a notice from mail stating that I've a balance unpaid.
I called them and they said that because we ported out the telephone lines only so the internet is still there until now.... I said I canceled the account which means every service which I have in my account. And how can they suddenly decided to keep that service and open a new account number which I don't even know about it.
I've online chat transcript for my account cancellation with the date, time and the person who chatted with me.
Frontier Communications
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 they were advised their account was closed but now received a notice saying they have an unpaid balance. Frontier has investigated the above statements and offers the following response:
Frontier has investigated Ms.’s complaint and finds that they subscribed to three phone lines and only ported out two of them, Leaving one still in service.
Frontier has disconnected the active line effective as September 9, 2019 after speaking with Ms..
Frontier has applied an adjustment of $256.04 for 90 days of billing charges and late fees billed on their account.
Frontier spoke with Ms. on September 13, 2019 to advise the above information.
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.
Frontier Specialist: Christopher C Department: Consumer Relations
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.
Even though I submitted the concrete evidence of cancelling the account at Frontier, I don't feel Frontier have interest to look into it... I have no choice but go to the Department of Consumer Protection to file an official complaint against them.
I believe the way they do business is no difference to a scam. Thank you Revdex.com for taking part into this issue.
Regards
Frontier Communications
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 they were advised their account was closed but now received a notice saying they have an unpaid balance. Frontier has investigated the above statements and offers the following response:
Frontier has investigated Ms.’s complaint and finds that they subscribed to three phone lines and only ported out two of them, leaving one still in service.
Frontier has disconnected the active line effective September 9, 2019 after speaking with Ms..
Frontier has applied an adjustment of $256.04 for 90 days of billing charges and late fees billed on their account.
Frontier still stands with our previous decision providing 90 days credit per our company policy.
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.
Frontier Specialist: Christopher C Department: Consumer Relations
I moved service from one apartment to another (apartment D and C respectively) temporarily due to reasons outside my control. A new phone line was put into apartment D by the management company due to the original phone lines in my apartment being destroyed due to unknown reasons. The new lines in my apartment have not been fully installed as Frontier Communications needs to send a technician out to connect them to the cable box right outside of my apartment building, and are refusing to send a technician out to do so, so that I can have service restored in apartment D. Their reasoning is because there's no "ports" available. That is false. There are most likely ports that are marked as in-use that are currently not being used, plus the one being used by apartment C, where my service currently is, would be freed up once it was moved to apartment D.
Thank
you for referring the complaint of *** to our office for review. We appreciate your bringing this matter to
our attention.On
September 5, 2019, an update was issued to the customer’s existing order to
assign a DSL port and update the order with a due date. The due date assigned was September 9, 2019.On
September 6, 2019, a Frontier representative contacted Mr. and provided
the above information. We apologize for any inconvenience. We trust this information will assist you in
closing this complaint.Thank
you,Amara
H.Executive
Customer Relations
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
I recently moved and had to cancel my internet services.The first time I called in I need to cancel my services on a certain date. After about 30 minutes, the lady sounded confused and said they couldn't cancel servers on a certain date and could only cancel services on the date that I called in. If I wanted it canceled in the future I would need to call back on that exact date. I got off the phone with her and called back. The next person said that we couldn't pick a cancel date, that the computer only allows them certain dates and the earliest date they had was two weeks out. I was ok with that and asked for to cancel the service. They did say that they made an exception and put in the service to cancel on the day I was moving out. They only allow for you to return the equipment in boxes they mail to you. She said she couldn't send the boxes to my new address until the service was canceled, so I would have to call back after the 16th. I called back and talked to a guy, that sounded confused, but was able to put in a order to send me boxes to my new address. He said I should get them in 5 to 8 business days which would be at least by the next Thursday. The next Thursday came around and I didn't get the boxes, so I called back. The lady I talked to today said my account didn't disconnect until the 26th. so the boxes wouldn't be here until 3 to 5 business days. They didn't have my new address on file, so she took it and said they will be sending out the boxes. So my problem is one main thing. I don't think I will ever get the boxes to send back the equipment and then they may start charging me for the equipment.
I don't think anyone knows the process and every time I call I get a different answer. So my account is closed and I can't seem to send the equipment back. They need to change the process to where we can go to FedEx or UPS and they will create the boxes there to send it back.
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. advised he has not received return boxes for his equipment.
Frontier has investigated the above statements and offers the following response:
Frontier has investigated Mr. account and found that a return kit was mailed and dropped off at Mr. new address on August 30, 2019.
A Frontier Representative spoke with Mr. on September 4, 2019 and Mr. confirmed the boxes were received.
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 find that this resolution is satisfactory to me.
Regards
I had tried for almost 3 months to make sure my service has been disconnected when I switched providers. I paid my last bill and continued to receive a recurring bill over the next three months. I spoke to seven different people. All of which who said the problem was fixed and I shouldn’t receive another bill. And what happens next is the next month I get yet another bill. All I wanted to do was close my account.I got the runaround, I was disconnected and it just was the overall poor customer service. I have never tried so hard in my life to cancel a service and I felt like they kept trying to just charge me more and more.
Frontier has investigated the above statements and offers the following response:
Frontier advises Ms. ported her services out on July 8, 2019.
Frontier advises due to system posting error, Ms. continued to bill for internet services.
Frontier has corrected the error and credited Ms. Lloyd’s account for the overbilling of internet.
Frontier has submitted a refund to Ms. that should be received within 14-21 business days.
Frontier attempted to reach Ms. to advise of the above but was unsuccessful.
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 find that this resolution is satisfactory to me. My cellphone was listed as a preferred method of contact given to the multiple customer service agents who I have spoke with from Frontier. Unfortunately this number was not utilized in Frontiers efforts to contact me.
Regards
Frontier was our internet, phone and TV provider for about 12 years. We paid $136.62 for TV, internet and phone services from 05/07/2019 to 06/08/19. On 06/08/2019 we called Frontier and cancelled their service and were told there would be no further charges as we broke even on the 8th. Now Frontier says since they didn't process the cancellation until three days later and we owe for for the following month's service of $136.62. We have called them several times trying to get this amount removed and all we get is it's their policy. Now they have turned it over to a collection agency and when we called again we just hit a brick wall, they won't budge. Please help us with this.
we
4
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 was charged after he terminated Frontier services.
Frontier has reviewed the above statements and offers the following response:
Frontier advises that prior to termination, Mr. was billed (and thus incurred charges) through the end of his billing cycle. Mr. was eligible to continue receiving Frontier services through the end of that billing cycle.Frontier advised a customer courtesy credit of $118.42 was issued on August 29, 2019 leaving a balance of $18.20.
Frontier spoke with Mr. and advised him of the above information on September 4, 2019. 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.
Stress! Customer service and technical support give conflicting information and instead of resolving the issue point fingers at each other and never resolve anything. I have been a customer of Frontier for almost a decade and have always paid my bills on time. I recently decided to disconnect my landline but keep my DSL as is, the customer service representative who put in the order completely messed it up the technician did not show to reconnect my internet after they disconnected it which was unnecessary and now they're making me wait 3 weeks before they resolve the issue when it was their mistake in the first place I have spoken to several employees and each one of them gives me conflicting different information no one cares about the customer they're all about the Hard Sell without any regard to existing customers. I don't have internet right now because they clearly do not know what they are doing they should know how to connect DSL because I already had it but they put into disconnect my DSL and reinstall it and they did not do that correctly or even acknowledge that it was their fault which it was therefore I have to type this out on my phone so please excuse the run-on sentences and typing errors the bottom line is that I am extremely unhappy with Frontier Communications horrible customer service their incompetent and conflicting information is the reason why I will probably never be able to get my DSL fixed despite the fact that I'm a good customer and I've always paid my bills on time and made it very clear I did not want any disruptions in my DSL service I was only disconnecting my landline. Despite clarifying this with several customer service and technical support Representatives, they still managed to get it wrong leaving me without internet which is a major inconvenience that they do not care about. I have spent countless hours over the phone with too many customer service and tech support people with no resolution in sight each one gives conflicting information and contradicts what another has said yet no one can solve this issue and get my DSL properly hooked up Frontier is by far the absolute worst company all they care about is selling their products but once you're a customer they don't care at all. they have caused me so much stress anxiety heart palpitations headaches the frustration has been off the charts and that is completely unnecessary if they would just do their jobs and fix my DSL that they messed up in the first place and not make me wait 3 weeks to do it!
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. stated that she would like (5) five months of credit for her phone service that didn’t work and (6) six months of free internet because of the stress, frustration and suffering caused to her.
Ms. would like her internet service restored quicker.
Ms. would like improved customers service and technical support.
Frontier has investigated the above statements and offers the following response:
Frontier records show no reports of any phone outage(s) but did find there to be reported internet outages.
Ms. has received adjustment(s) covering the reported internet outage(s) however, we would not offer any adjustment for unreported phone outage(s).
Frontier repair tickets are prioritized by medical necessity and emergency issues, then tickets are assigned based on workload and manpower availability. We regret that Ms. may experience a delay in repairing her service.
Frontier will provide coaching feedback on agents as needed and apologizes for Ms.’s poor customer service experience.
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 it is inaccurate since my landline had serious issues since February and was completely inoperable since April, which previous service requests and phone record showing no outgoing or incoming calls for the past few months prior to finally disconnecting it, can conclusively prove. There were two or more repair requests for that landline until I decided to leave it as is after Frontier Customer Service attempted to convince me that the phone/DSL "bundle" was the most "cost effective" (which it was not). For months AS PHONE RECORDS PROVE, I could only check my voicemail remotely as the landline was inoperable.
Frontier's response is impersonal and inaccurate, clearly they did not thoroughly check the records. A Frontier executive did contact me, who offered one month of credit, which I accepted and appreciate; however, it does NOT make up for the serious frustration the situation has caused. Regarding their response, in reference to "prioritizing service", that is also inaccurate since they never once asked about my health condition. My daughter and I both suffer from painful & debilitating inflammatory conditions and rely on the internet to research information regarding our health issues, take care of personal business, and of course Netflix since our illnesses prevent us from going out most of the time and we do not have cable; therefore, their response is again, off base and exhibits detached inconsideration.
Disconnecting a landline (in my case an already nonworking landline) and keeping only DSL, which is common these days, should not have caused my DSL to be out for weeks, or cause to be given the runaround by Frontier customer service and technical support who aren't adequately trained which caused serious frustration, especially when a technician was scheduled to arrive the day it was disconnected, confirmed by several text messages from Frontier, but never showed up that day August 27th, as I waited all day, then subsequently forced to wait until September 5th for a technician to arrive and get my DSL working again. Furthermore, my ORIGINAL ORDER DATE was August 20th, which Frontier customer service messed up and a service technician arrived to only switch out an updated modem since mine was over 8 years old, and knew nothing about the order to disconnect my landline, etc. These are facts that are part of the record in my Frontier account.
Although, I do appreciate the ONE MONTH credit that was issued for non-working DSL, my DSL was out several weeks totoal then only worked a total of 4 days then went out again whereupon I was forced to wait 7 more days for service to be restored, which was yesterday 9/17/19. That means, the one month credit barely covers the time my DSL was down, and any previous small credit doesn't compensate for my previous landline issues I had experienced several months prior to disconnecting it. Crediting a customer for services that don't work should be standard business practice as its the right thing to do, which is what the one month credits amounts to examining the extended time it has been down, and certainly doesn't make up for the frustration which could have been prevented if customer service had not in error cancelled my very first order on August 20th, AND if a service technician had shown up as was scheduled on August 27th, but did not, my DSL service wasn't restored until September 5th, then worked only 4 days and was down again until September 17th. So, is that one month credit they issued doing me justice for all this inconvenience and frustration??
So, while I do appreciate and thank Frontier for the one month credit, (as well as any previous small credits for the months of nonworking landline) my DSL was out for that long anyway, which makes it insufficient for all the frustration and lack of service I have experienced, worsening my inflammatory condition. Frontier's response also neglects to address their customer service issues as in conflicting information since customer service is never on the same page as technical support which is confusing and frustrating for us customers, that is likely why there are so many complaints by frustrated Frontier customers. Perhaps, if Frontier made a real effort to customer satisfaction and less about selling and averting responsibility for technical issues, they'd have more satisfied customers and less complaints. Frontier should use this positively and view complaints as feedback to IMPROVE customer service, then they could use their energy to providing solutions, instead of defending substandard customer service.
If Frontier truly cared about me as a customer, then offering an additional month's credit considering my DSL was for a good portion of the original credit month making it not much of a credit at all, which would be more of an olive branch considering I have been a good customer always paying my bills on time for nearly a decade.
All of this combined is why I find that letter to be impersonal and highly inaccurate.
Bottom line, Frontier should CARE about their customers and treat us like they value us, but as their letter reflects, that is not the case.
Thank you for your time
Thank you for referring the additional concerns of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Rebuttal states that:
· Ms. stated that it shouldn’t take weeks to restore her internet after she disconnected her phone.
· Ms. stated that her internet outage caused frustration and worsened her medical condition.
Frontier has investigated the above statements and offers the following response:
• Frontier repair tickets are prioritized by medical necessity and emergency issues, then tickets are assigned based on workload and manpower availability. We regret that Ms. may experience a delay in repairing her service. Frontier doesn’t offer a medical priority for internet services.
• Frontier apologizes for the frustration caused due to non-working internet service. Frontier doesn’t offer credit for frustration however we have issued credits for the documented outage(s).
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.
Frontier has continuously overbilled us dating back to April 2019 when we had requested that some of our services be removed. They continued to bill us for the services and Customer Service promised to fix issues but never did. Finally dealt with the Office of the President. Although they did issue credits for most of the overcharges, we feel there are still certain sums owed to us and they refuse to address our concerns. We paid the last bill which we felt was still overbilled and now they are charging us late charges which they refuse to remove. They are rude when trying to explain our position. We feel that their billing practices are deceptive - monthly overbilling and after they give you a few credits they refuse to address anything and then they tack on late charges.
The Complaint states that:
Ms. is disputing the charges on her Frontier bill. Frontier has investigated the above statements and offers the following response:
Frontier advises that we apologize for the inconvenience this issue has caused.Frontier advises that a thorough audit has been on Ms.’s account and we found that $30.43 of credit was owed for phone service that was not removed when she requested the cancellation.
Frontier advises that as a courtesy we have issued a credit for the late fee associated with this dispute that was billed in August.
Frontier advises that we spoke to Ms. on September 4, 2019 to advise of the above.
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
Similar experience as many of the other people on this thread. Have tried for 2 years to get FIOS installed. They put the cable at the end of our driveway ready to install, but when they showed up, they said that there was not capacity at the hub. A short while later, we had to spend hours on the phone to convince that, yes, in fact we do have FIOS available, and not just copper service as it showed in their system. All our neighbors have Frontier FIOS, and, finally they agreed to set up service. They had 3 no-shows, after we took time off work to wait for them. I spent at least 10-12 hours on the phone with their agents, each time a different one, and each time having to tell our story from the start. Finally, I got someone in the dispatch center who sounded like he was going to solve the problem, but then he handed me off to a low-level scheduling agent who couldn't help us. The kicker is that they disconnected our internet and phone service on the first day of the no-show in preparation for the FIOS installation, and have told us that they can't simply reconnect it. We are so far beyond furious and frustrated. We have decided to have no further dealings with this company and have instead ordered satellite dish internet from someone else (we're semi-rural, so there are no other choices). Goodbye, Frontier, and good riddance!
On July 29th our Frontier land line went down. On August 15th Frontier informed me they wouldn't be able to send anyone out to look at the issue until August 30th. On August 25th I received a text informing me that the issue was fixed and would I like to cancel the service call. The issue has not been resolved. The line is and remains out of order. I informed Frontier of this and stated I still require a service call. In the mean time I have learned that Frontier dispatched a repair team to fix the issue and that they switched all the lines around causing my phone call to go to a neighbor and likewise. Isn't there a law that requires landline companies to maintain all land line phone lines in working order? How is someone supposed to reach 911 if there's an emergency? Also why am I expected to pay for a service I have not received? How can a company operate if they're unable to provide the service they advertise? Frontier is a company that is grossly inept bordering on fraudulent.
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 his landline was out of service and would like out of service credit. Frontier has investigated the above statements and offers the following response:
Frontier advises we have issued appropriate adjustment.
Frontier has made several attempts to speak to Ms. regarding the above information, but we have been unsuccessful.
Frontier has provided direct contact information if Mr. has additional concerns.
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.
Tell us why here...
I signed up for 200/200 Internet Service with Frontier. A week or so later when the technician arrived to my home, we were told that 200/200 would not be available, and that he could move us to 150/150 and take a few dollars off of our monthly bill. We agreed. The very next day, we were barely getting speeds of 50/50 and so we called Frontier to let them know and go through the technical support process. We were informed that we were moved to a 50/50 plan and that this is the highest plan available in our area. When we explained that we signed up for 200/200 and had speeds of 150/150 following our technician's visit, we were told that the highest speed was 50/50. We also noted that we were never informed nor did we agree to move into this plan. Days later, we were barely getting 15 mbps. We received a notice saying the following:
Your plan: 50.0 Mbps
Download provisioned speed: 35.0 Mbps
Upload provisioned speed: 5.0 Mbps
Expected range of speed: 50% to 100% of provisioned speed
I was able to call and cancel my service, however I am still receiving email notifications. I also owe Frontier $90.58 for the first month of service which I cannot in good faith pay. What this company has put us through has been deceitful and wrong.
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. advises she is disputing the Final bill. Ms. advises that on the day of installation, she was advised by Frontier technician that the highest internet speed was 50/50 mbps. Frontier has investigated the above statements and offers the following response: Frontier advises we reviewed the installation order and our documents indicate that customer was advised that 200 megabits was not available in her area and customer agreed to new speed and cost. Installation was then completed.
Frontier made several attempts to speak with Ms. to discuss the above information, but we have been unsuccessful.
Frontier advises that prior to termination, Ms. was billed (and thus incurred charges) through the end of his billing cycle. • As stated in Frontier’s Terms of Service(https://frontier.com/corporate/terms) termination of non-regulated services is effective the last day of your billing cycle for which you have been billed in advance
Frontier has provided direct contact information by email if Ms. has additional concerns.
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 matterTell us why here...
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.
When the technician arrived at our home, he indicated that the maximum speed we would receive was 150/150 instead of the 200/200 that we ordered and signed up for. Upon signing up for service, a check was completed where we were told 200/200 was available. Never were we advised that we were dropped to 50/50.
I am disputing this bill because service provided did not match service ordered. Nor should we have to pay for installation fees and set up when we had the service for less than a week before we experienced and noticed speed issues
Regards
I called last week for them to send me a box to mail back their router and now they sent a letter stating I would be sent to collections if I didn’t pay for router. I called today and Frontier wouldn’t speak to me about Bill because my husband is on Bill even though last week they told me not to worry and they would send me a box.
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. advises she has requested a Frontier return mail to return equipment. Ms. advises she has received a Frontier bill for unreturned equipment. Frontier has investigated the above statements and offers the following response:
Frontier advises a return shipping label with box has been processed.
Frontier advises Ms. that once we receive the equipment the bill would be adjusted.
Frontier has scheduled a follow up to ensure Ms. has received and returned equipment.
Frontier has provided direct contact information if Ms. has additional concerns.
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 find that this resolution is satisfactory to me.
Regards
Frontier has consistently demonstrated a lack of concern for this customer. At times when it was critical to communicate with this customer (myself), they did not. They did not accept an appropriate level of responsibility for their lack of organization and communication. There are several occurrences that this customer could comment about, however, will share the most recent events. Installation for internet service was scheduled one month in advance, and payment was received by Frontier, yet the internet was not, and has not been installed. After this customer reached out to Frontier customer service, it was revealed that internal "policies" would not allow them to perform the installation. The previous home owner had not cancelled his service. However, the previous owner did in fact cancel his service on the day closing. Various reasons were given by Frontier for no installation. This customer was informed AFTER the scheduled installation that the requirements were not met in order to perform the installation, ie. sufficient time after cancellation from previous owner. The service order for installation was canceled by Frontier two days before the installation was to occur, without informing this customer in any way. This customer called one day BEFORE the scheduled installation to confirm that everything was ready for the installation. This customer was assured that everything was "go" for the install the next day. The installation was cancelled the day BEFORE this customer's call.
It is required that this customer be present at the installation location in the time scheduled, which was 8am-12pm in this case. No one came during that time, which prompted this customer to call Frontier, who, during the coarse of the conversation with four different individuals, including two department managers, informed this customer of the cancellation that took place two days before. No reason was given for the lack of communication. This customer was also informed during this conversion with one of the managers at Frontier that apparently someone HAD called this customer at 11 am and left a voice mail indicating that they would not be arriving. This was not true. No call was received, and no voicemail left. Why would Frontier call at 11 am on the day of the scheduled installation to inform the customer that the technician would not be arriving when Frontier cancelled the order two days before? This customer has experienced this type of customer service in past issues as well.
They refused to dispatch a technician sooner than four days thence. After much conversation, Frontier remained determined and set an installation "due date" of August 27, 2019, today, from 8 am to 12 pm. That time has expired with no technician and no installation, and no communication from Frontier. This customer attempted too call a direct number that one of the managers had given him the week before. There was no response, not even a ring. The extension was complete silence. This customer then called customer service. The representative, although pleasant speaking, did not understand why the installation did not happen today. She forwarded the issue to the "escalation department", which was supposed to call this customer back within an hour. That time has passed. She indicated that she would call me back within an hour and a half to insure that the call was placed, however she has not called either.
Unfortunately, Frontier Communications is the only internet provider in the area capable of the speed needed in this residence. This customer cannot trust Frontier representatives in any regard. This customer has received apologies from each representative who has spoken, but nothing is resolved. Frontier has received everything from this customer to complete this task and yet has failed to accomplish it. They are responsible for a day and one half of lost work from their customers with nothing to show for it. Since the installation has not been completed, it will require additional work time missed. Frontier must take responsibility for the lives they have affected due to their negligence and lack of customer concern.
Thank you for referring the complaint of Mr. to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
Mr. advises he had issues with Frontier residential installation order and several missed appointments. Frontier has investigated the above statements and offers the following response:
Frontier spoke to Mr. on September 4, 2019 and advised that we have issued several courtesy adjustments.
The adjustment request has been approved and will be posted immediately to the Mr.’s account.
Frontier has scheduled a follow up to ensure all appropriate credits have been issued.
Frontier has provided direct contact information if Mr. has additional concerns.
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.
Additional discussion needed with Frontier regarding appropriate compensation. Was not resolved completely during phone call. I indicated that I needed to speak with my spouse pertaining to the compensation offered and would call back. Any indication from Frontier that I completely accepted their offer would not be accurate. He was attempting to resolve quickly. I had another appointment and needed to discuss more with the representative about reasonable terms. Left voicemail for Frontier representative morning of 9/6/19, and waiting for their call back.
Regards
Thank you for referring the complaint of Mr. to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
Mr. advises he had issues with Frontier residential installation order and several missed appointments. Frontier has investigated the above statements and offers the following response:
Frontier spoke to Mr. on September 16, 2019 and advised that we have issued several courtesy adjustments.
Frontier Internet Help Desk created service ticket to check the lines at service address.
The adjustment request has been approved and will be posted immediately to the Mr.’s account.
Frontier has scheduled a follow up to review the September 2019 bill date to ensure all appropriate credits have been issued.
Frontier has provided direct contact information if Mr. has additional concerns.
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.
On January 30, 2019 there was a outage in our areas with Frontier. We had no internet from January 30-April 10, 2019. Frontier received payment because of Autopay. I talked to multiple people at Frontier and they wouldn’t issue us a credit. We contacted our credit card company and they went after Frontier for our credit. Frontier has now sent a credit collection service after us because Frontier is trying to get us to pay what we had coming as a credit.
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. advises that his internet service with Frontier did not work starting January 30, 2019 and going on thru April 10, 2019. Mr. advises that his account needs to be credited for the days he was out of service. Frontier has investigated the above statements and offers the following response:
Frontier advises that a repair ticket was opened on February 27, 2019 and closed on March 19, 2019. The second ticket was created on April 9, 2019 and closed on April 10, 2019.
Frontier advises that a credit has been issued for the days that the customer was out of service, based on the date that the repair tickets were opened thru the date that it they were closed.
Frontier spoke with Mrs. ***, an authorized user on the account, and advised her of the above information.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. and Mrs. may have 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.Frontier’s information regarding the repair tickets are incorrect because Frontier kept cancelling the repair tickets repeatedly. Therefore that is why Frontier’s dates are wrong. My understanding was Frontier had a chance, an opportunity to respond to my Credit Card company dispute and chose not to. Frontier clearly doesn’t care about the customer and is only looking out for themselves. We were without internet service for 2 and a 1/2 months. I spent hours and hours on the phone for days and days and all I heard was Frontier was sorry but yet they did nothing and continue to do nothing to compensate us for all we’ve through. Frontier has a poor interpretation of customer service.
Regards
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. advises that Frontier has not issued sufficient credit for the days he was out of service, and that the repair ticket dates do not accurately reflect the amount of time he was without service. Mr. advises that Frontier cancelled repair tickets on multiple occasions. Mr. advises that Frontier could have responded to his credit card company dispute but did not do so. Frontier has investigated the above statements and offers the following response:
Frontier advises that further review was done on the repair ticket that had been opened on February 27, 2019 and closed on March 19, 2019. Mr. had 2 internet connections. There was no trouble found on the first line, and the second internet connection had a short on the line, which was traced to the customer’s phone system.
Frontier advises that one repair ticket opened on April 9, 2019 was for the incorrect internet line, so it was cancelled. A new ticket for the second line was opened the same day, and it was closed out as resolved on April 10, 2019.
Frontier advises that the amount of credit issued to the customer’s account is correct.
Frontier advises that it cannot contact a customer’s credit card company about a dispute since only the customer can authorize or dispute charges to their card.
Frontier’s position remains the same as there has been no additional information provided that warrants a deviation from the original resolution.
Frontier spoke with Mrs. ***, an authorized user on the account, on September 13, 2019 and discussed the above information.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. and Mrs. may have experienced as a result of the above matter.
The service line for my Phone/TV/Internet was cut by a contractor last friday (8/23/19) and Frontier is refusing to arrive until two (2) weeks. I was told they would arrive on 9/7/19 to repair; but that I didn't have to be there because it was the outside line. Approximately one hour ago I received text that I had to be home on 9/7/19 for them to repair problem. THis is totally unacceptable service. I work from home and my business is totally down due to this line cut. I have informed them of my urgent need for this service (specifically internet) and yet they refuse to accommodate my request of repairing the line prior to 9/7/19. And in no way should I be required to be available at their demand. They need to repair/replace the cut line outside NOW.
Frontier Communications
Thank you for referring the complaint of *** W. *** to our office for review. We appreciate him bringing this matter to our attention.
The Complaint states that:
Mr. states that he is experiencing delays with getting his Frontier services repaired. Frontier has investigated the above statements and offers the following response:
Frontier has made several attempts to contact Mr. regarding this issue and was unsuccessful.
Frontier mailed a letter to Mr. to provide the direct contact information for a Frontier representative.
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.
Frontier Specialist: Linda Department: Consumer Relations
We've had multiple billing issues with this company and are clearly being robbed. We have bank statements proving that we pay our bill each month. Finally, we got a 1 page bill in the mail for an obscene amount of $992. We were turned off yesterday morning so we contacted Frontier.The "Supervisor" in collections Stephanie badge # *** was zero help and kept referring to the month of March.How is that possible when we paid April and there was no service issues, May no service issues, June no service issues.Then she tried saying that there was a return payment of almost $800 which is not on our bank statement. She stated that we had payments set up that were NEVER setup by us. We've gone weeks without a house phone because of their service issues. Our internet is definitely not the speed that we've been paying for. There's just way to much stuff to type and with all due respect, is quite infuriating. My 12 year old son was diagnosed with a rare heart condition called Hypertrophic-Obstructive Cardiomyopathy and access to both a landline and internet for video conferencing with his Pediatric Cardiologist, who is in Boston, is very crucial. We had *** before this and only switched to Frontier because they literally knocked on our door everyday for weeks. Their sales pitch was that we were in a perfect area near some sort of booster which could feed other houses so our house was perfect for their company. They told us that we would pay $99 a month for the same triple play that *** was giving us for twice the amount. The lie detector shows that that was a lie! How they could just shut someone with a medical condition off without doing a proper investigation seems quite unethical.
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 is disputing the amount of $992.00 and his services were suspended. Frontier has investigated the above statements and offers the following response:
Frontier has made several attempts to speak to Mr. regarding the above matter, but we have been unsuccessful.
Frontier has provided direct contact information by email, if he has additional concerns.
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've been a customer of Frontier for 6+ years, and have always paid my bills on time. On 7/26/19, I contacted Frontier to have my service disconnected.I was going to be moving.The bill I received was for service period 7/21/19 - 8/20/19. They told me they couldn't prorate the bill so I would have to pay it in full, even though I wouldn't be using it. I paid the bill in full and on time. They mailed me a mailer to return the equipment, which I did. The service was disconnected on 8/19/19. Today (8/27/19) I received a bill from them for $9.99, no tax or anything else. The explanation of the charge was listed as Broadband Processing Fee. I called Frontier and they explained it was a disconnection fee and that was that, They didn't want to hear anything about it. I told them I was going to file a complaint and they said ok. Obviously they were not going to do anything about it. No where on the bill or previous bills does it mention a charge for disconnection. When I called to have it disconnected there was no mention of a fee. So I've paid 3+ weeks for a service I was not using and $9.99 to have it disconnected. I feel if a company can charge in advance they should have the capability to prorate a bill and that a disconnection fee should be relayed to the consumer. I have good credit and do not want this $9.99 to affect it or my ability to get service in the future. But I also do not think I should have to pay it. It's not right and it's stealing.
Frontier Communications
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 she was charged after she terminated Frontier services. Ms. advises that she was billed a broadband processing fee. Frontier has investigated the above statements and offers the following response:
Frontier advises that prior to termination, Ms. was billed and thus incurred charges through the end of her billing cycle. Ms. was eligible to continue receiving Frontier services through the end of that billing cycle.
Frontier advises that the Broadband Processing is charged for all Broadband Internet disconnects to cover the cost of processing the disconnection of the service at the central office or remote facility.
Frontier advises that a courtesy credit has been applied to Ms. Thomas’s account as of September 9, 2019 and will show on her next statement that prints on September 21, 2019. Ms. has a zero balance.
Frontier communicated the above information by email and included direct contact information.
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 opened my home door to a seller advertising Frontier services on Friday, May 17 2019, after discussing prices and deals we were set for system installation on Saturday, May 25, 2019. No one showed up for the install and after not receiving a call or anything I contacted the representative telling her that I was very disappointing and wanted to cancel the services she agreed and told me that she was going to proceed with the cancellation. On May 28, 2019 I received 2 boxes from Frontier with cable equipment, contacted the representative and she is no longer with the company, apparently. I contacted costumer service and was told they were having technical difficulties and to call back later. On June 7,2019 I received my first bill for 196 even though our monthly fee was supposed to be 110 plus tax which is not relevant, the issue is that I had cancelled the service and was still getting charged for a service that was never connected, I have called Frontier multiple times and they keep giving me the runarounds, my bill is now at 354.38
Thank you for referring the complaint of Mr. *** to our office for review. We appreciate Mr. for bringing this matter to our attention.
According to the complaint:
Mr. advises he has been billed for services from Frontier that were never installed.
Frontier has investigated the above statements and offers the following response:
Frontier applied a credit adjustment in full that will appear on the October 1, 2019 bill statement.
Frontier has provided a return kit for the Frontier equipment. The equipment will not be billed to Mr.’s account.
Frontier communicated the above information via phone message that 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
Since the day I signed up for their internet service it has never worked well. My internet has consistently dropped up to 80 times a month. I always paid my bill on time and was very patient with them to resolve the issue. They came out numerous times to try and fix the internet but it never got fixed. Recently I tried getting a hold of them numerous times and all I got was a computer message saying there was an outage in my area. When disputing the last three months of bills that I refuse to pay because I don't feel I should pay for a service that I was not recieving I was told I still had to pay for the phone service which I do not use that I was told I had to sign up for with the internet service. If I knew I didn't need to have a phone line I would have never signed up for it. I do not even own a home phone. I have tried numerous times to get my account history to see exactly how many times my internet has dropped every month since the day I signed up but they just keep transferring me from department to department till I get fed up and just hang up. I feel I was lied to and was not provided a service that deserved to be paid for.
Frontier Communications
Thank you for referring the complaint of *** to our office for review. We appreciate him bringing this matter to our attention.
The complaint states that:
Mr. states that during the time he had Internet service with Frontier he experienced Internet issues and he would like Frontier to credit his remaining balance of $320.60.
Mr. states Frontier came out numerous times to fix his Internet and it was never fixed.
Mr. further advises he was told he had to have a home telephone to have Internet service with Frontier and now states he would have never signed up for a home telephone if he knew he didn’t have to have it.
Frontier has investigated the above statements and offers the following response:
Frontier advises that Mr. had service with this account from December 2017 until August 2019. During this time Mr. had one trouble ticket placed for frequent disconnects. The trouble ticket was placed on August 1, 2018 and a Frontier technician was dispatched on August 2, 2018 and he replaced the aerial drop and tested good with the customer.
Frontier advises that telephone service is an optional product. However, Mr. was given promotional pricing of $19.99 on his broadband good for 3 years and that promotional pricing was only good when subscribing to a telephone package.
As a courtesy Frontier did apply an adjustment for 2 full months of broadband service in the amount of $42.68. This adjustment appears on the September 2019 bill statement.
Frontier spoke with Mr. on September 20, 2019 and advised of the above he also has been provided direct contact information should he have any further questions.
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.
Frontier Specialist: Sarah H Department: Consumer Relations
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