Frontier Communications

I was scheduled to have an internet (FIOS internet 500/500) installation on 8/27/2019 between 10:00AM to 2:00PM in my house. However, after I waited all day home, the technician never came in to my house. I called to Frontier customer service at around 1:25 PM and I was told the technician would come soon. I called again at after 2:00 PM because the technician did not come and did not call me or texted me. The customer representative called to dispatch and told me the technician was running behind and the technician was still working on the job. He promised me the technician will come to install my service as soon as he finishes his current job. I was sitting in the front door waiting, but no one came. I called again to customer service after 4:00 PM to ask how long it would be. I was told the technician on the way to my home. However, no one came in by 5:00 PM. I called customer service again, the representative looked up the order status and told me that the technician wrote that he contacted me at 4:45 PM and no answer. I told her no body called me and texted me. She was looking up the order status and told the technician was onsite working on my house. I told her I was sitting right in front of my front door of my house. I did not see any frontier people at all. The representative said: Ma'am, nothing I can do for now. The technician writes on the order saying he is working in your site, that could be a pole on the street. I asked to talk to her superviser and she put me on hold for a long time. Subsequently, the phone went to automatic service status. I have to hung up and re-dialed again around 5:30 PM. This time the representative was very nice and she told me that the order was finished and the order was closed. She has to re-open the order and re-scheduled the installation on 9/3/2019.

I had Frontier internet service for about 18 months as a pay as you go, no contract agreement.
On 5/10/19, the ONT transformer failed, probably due to a lightning strike in the near area. I contacted support on 5/11/19 and indicated that it had failed - they scheduled me for service with the earliest being 5/17/19 or 6 days later.
Without internet, I could not communicate over VPN with my office in Virginia (I live in Florida) do conduct my work.
I contacted another provider and cable service with internet was installed on 5/14/19. After installation, I advised Frontier that I would be cancelling their service.
I was billed $63.07 for the month of May - after discussions with the Frontier service reps, they indicated that I would get a credit of $10.05 and to only pay $53.02, but that if I did not pay, my credit rating could be affected.
I paid the $53.02, but later in early June, I contacted customer support to complain that I did not receive any service at all from 5/9/19 through the entire month at that this was unfair as I did not have anything in any contract or agreement that stated that I had to pay for unused services.
The rep contacted a supervisor and they agreed that I should receive a refund of approximately $32 for the service (I did have service for 9 days). Frontier also has a statement that a charge of $10 will occur on service disconnect.
I have contacted Frontier three times over the past three months to resolve this and each time the rep indicated that a payment would be forthcoming.
I have yet to get anything, although the process started in June.

I cancelled my service with Frontier Communications in June 2019. I have a balance of -46.44 over payment that should be returned to me. I called Frontier August 27, 2019 at 1:30 pm and they are telling me that I will not receive my refund until after November, 2019. I have been waiting long enough for my refund. I have had my new service for two months and Frontier is telling me I have to wait another three months.

Service set up on 03/21/2019 for installation on 03/26/2019 with promise to retain current home phone#. Installation done 03/26/2019 with new number. Tech advised to call Customer Support to have tech come out and port in the old number. Service scheduled by Lexi for 04/02/2019. Tech came out and ported in old phone#. Billed received on 03/27/2019 for $200.19 under new#. Billed received on 04/02/2019 for $200.78 under old#. Was told to pay the bill received on 04/02/2019 for $200.78. In June, started getting Collection notices related to the $200.19 under the New# that I was told not to worry about. Called the *** Agency and disputed the bill. Called Frontier, was informed that the account under the New# was setup as a Temp account and was failed to get closed correctly. I was advised the Collection agency would be contacted to clear the complaint. July, I received another notice from *** Collections. Called them and they said my dispute was denied by Frontier. Called Frontier again. Took 5 people and cold calls to get to someone who could pull up the New# account (because it had been closed). Was told that there should have been a small charge for services between installation and porting in of Old#, however, it was so small it would be written off. They also advised they would contact *** and clear the complaint. August, *** Collection notification that now the collections has hit my credit score. Called Frontier. After again 4 people, I was told that if I wanted this cleared, I would have to call them between 07:00 - 16:00 while *** is open and 'hopefully' the Customer Service person I speak with will be able to call them directly to 'reduce' the amount that is owed from $200.19 to he 'thinks' $53.20, but it would not be cleared by Frontier. I questioned how Frontier can advise Customers they owe nothing for 5 months and then turn around and say they owe ..... and to live with the Credit ding on their credit score. He pretty much advised it is what it is. Chris (the rep) was able to contact ***, however, for some reason he could not explain, he was not able to reduce/clear it right then .... since it was past 4pm.
I want Frontier to contact their 3rd part Collection Agency, clear the past due amount and get the 'ding' on my credit removed. Had I not been told previously that the balance between 03/26/2019 and 04/02/2019 would be written off, I would not have minded paying for that service, however, a Company must stand behind it principles the same as a Consumer must.

I vote for MINUS 10 stars too!
I had Frontier 500/500 installed about 7 weeks ago in Snohomish county to replace ***. After numerous calls, two tech support visits and two routers, I was getting no faster than 130/130. The second tech measured 190/190 coming into the router so we figured their router was at fault. I installed a third party router and improved it to 199/200.
I sent back their router and asked that $10.00 lease fee be stricken off. They refused to remove the lease fee even though I am not using their router.
They also promised to refund a portion of the monthly fee because of less than the advertised speed. When the refund did not show, I spent several phone calls lasting over an hour each to track it down. I was then told that the refund was denied because I was getting speed "up-to-500/500". In other words, 500/500 is just an advertising gimmick and if they can deliver anything from zero to 500, they have met their obligation!
Be wary, if you are considering Frontier 500/500. It's full of promises that they can't, aren't able and refuse to deliver.
Just one more comment about their lousy customer support. You will spend at least one hour per call. Many times (it happen to me on four occasions) the line will go dead (they hung up on purpose) and even though they verify your call-back number, they will NOT call back!
If I didn't have so much time and money already invested in them, I would drop them in a minute.

A waterline is being installed on my road and the work crew damaged a phone/internet line Thursday morning, 8/22, which caused a complete outage in service for customers on at least part of the road/neighborhood. My understanding is that the work crew notified Frontier of the damage and outage immediately. (The work crew had a similar incident/damage/outage the week before on 8/13 in which they notified frontier and it was repaired in less than a day). This current damage and complete outage and disruption of service has not been addressed by Frontier. When I got home Friday evening and discovered my internet still out almost 36 hours later I called frontier to see when it would be repaired and up and running. I thought maybe there was more damage this time and would take a little longer to restore service. However frontier didn’t seem to know about the outage, had not sent a repair technician, and put me down for a in home technical issue repair for 9/3 in which I needed to be present and in my home, even after repeated attempts to inform their oversees “customer service” representative that the issue was not inside my house. I accepted the “trouble ticket” for 9/3 and immediately called frontier again. I finally managed to get the next person to understand the outage and he changed the repair ticket to maintenance instead of technical, however with the same 9/3 repair date with a possibility of it being sooner.
A repair date of almost two weeks is unacceptable for damage to a line which causes a complete disruption and outage of service to a neighborhood. I have now sent Facebook messages and attempted phone calls to every number I can find but nothing is local and they all seem to route to “customer service” in India or somewhere overseas. They “might” be able to expedite service but can’t guarantee anything. I also have a home based law practice in which I need internet service in order to file documents with the courts as well as receive email, documents, and faxes from courts and clients.

Frontier failed to submit a ticket to 811, so 811 didn't mark the phone cable for *** to dig around when they installed new power lines. *** therefore severed the phone line, and *** called Frontier to report this incident on 8/21/19 to ask for immediate repair. Frontier said they would write a ticket but did not. I called Frontier later on 8/21/19 and they said it would take until 9/10 to fix. Then they promised they would write an expedited ticket because I'm in my 70's and live alone and my cell phone does not work at home, leaving me unable to call out in an emergency, but they did not expedite a repair. I called the Office of the President on 8/22 and and talked with Michael (, ext ***) and he committed to 48 hour repair. Not done. I called again this morning. He indicated I was selfish for wanting to be put before others, and that I should either move, or not live alone (i.e., change my entire lifestyle), instead of having Frontier keep their commitment for an expedited 48-hour repair. This amount of wait time is typical and untenable. Last time it was a 21-day wait for a repair. Two times before, similar. This could be a life or death situation for me (or anybody) who can't call out in an emergency.

Frontier still charges customers after account closed for days where the service was not provided, when the customer is not under any contract. To resolve the issue Frontier would stop doing the same thing to their customers. I need reimbursement for last month's bill prorated quote. Frontier won't respond to a dispute, and opt to threaten customer reporting to collections. Frontier abuse their powers.Frontier should stop changing customer's plan whenever they feel like it and honor grandfathered plans as cell phone companies do.

I purchased internet service in June of this year. It has never worked correctly. I called in June 25th and they advised my router was not working properly and said they’d start a ticket but never did. Thursday my internet service stopped working completely. I called in and they advised it would be 3weeks before they could get it repaired. I asked them to just send me a new modem, but they kept transferring me to a number that never answered. I need them to offer the services they agreed upon and send out a new router or a repair tech immediately. The customer service is horrible and they are not providing the services agreed upon.

We are paying them for internet service, we wanted FIOS, but all they would give us is DSL, it is constantly dropping, and every Sunday it goes down completely like they turned me off, sometimes for days at a time, their customer service is not existent, their techs don't know anything (they are constantly contradicting themselves, obviously none of them were trained and are just going by a guide book), our service is down almost as often as it is up. I have had the tech out so many times that I know him by name and have his number to contact him personally, being the only decent person I have talked to at that company! They also seem to only have the one tech, as he is always the one who comes out, and it can take up to a week or two to get an appointment!

I ordered service through Frontier on August 1st, 2019 to have internet installed on August 9th, 2019. The scheduled time that the technician was supposed to show up was from 1-5 pm. No one came. I called Frontier and they said that they had me down for the installation, but they forgot to put a technician on my request for service. The next available appointment was on August 19th, 2019 from 1-5 pm. I called a little after 3 pm that day to see if they could tell me when the technician would be arriving. After being transferred 3 times, I was told that the technician was in another town, but would hopefully get to my appointment within the next 10-15 minutes. A few minutes after getting off of the call, I received a text from Frontier saying that they apologize, but will have to reschedule my appointment. The next time slot was scheduled for August 26th from 8 am-12 pm. Again, I called around 10 that morning to find out when the technician would be arriving and was told that they couldn't give me an exact time, but that the technician should call as they are leaving their last job to let me know they are on their way. About 11 am, I get a text saying that unfortunately they would have to reschedule my appointment for August 27th, 2019 from 1-5pm.

I have called Frontier several times throughout the last month to request information as to why my appointments were getting cancelled and that they need to keep to their word. I was told that the technicians in my area are in a 'freeze' meaning they don't have enough people to do the jobs in the area that they have agreed to complete. I have also requested my account balance to be looked at and they won't adjust my bill until after service has been installed.

Our internet service in my whole are has been out for several days. We are still being charged for it and there is no ETA of when it might be restored.

I was promised FIOS, but was served with DSL.
When I asked to cancel, I was charged service and stoppage fees and late fees and placed to collections

My Mother's service was disconnected in error on August 2nd. She had asked Frontier to disconnect her cable. However, they disconnected her phone and internet as well. She was admitted into a hospital on this same day and diagnosed with pancreatic cancer. My sisters and I have tried repeatedly to have her phone and internet reinstated. We have been yelled at, hung up on, and treated poorly for several weeks. My Mother needs her landline reinstated for medical reasons. Frontier is giving us a date of September 6th after promising us last Friday it will be reinstated in 2-4 days. She has had surgery and now is released to home health care. We desperately need her phone and internet running in order for doctors to monitor her condition. We do not know where to turn. I filed a complaint with the PUC in Texas last week and have not heard anything. Do you have any suggestions as to how to help us?

August 14th I called to install new services. My installation was scheduled for 8/19 for 25mb of service. My husband stayed home all day. 5pm and I called and they informed me they were running behind. He skipped our daughters soccer game to wait. At 8pm I called again and they informed me they didn’t have 25mb speed and it would have to be 18 and would have to be rescheduled to 8/24. They called Wednesday and informed us that 18 and 12 were no longer available and we could have 2 6mb routers installed Saturday 8/24. The installers arrived 8/24 at 9am and worked on it until 2pm then informed me that a transporter was down and the person wouldn’t fix it until Monday but I would receive a call Monday morning to finish the hook up and I’d have internet. Monday I called them at 3:52 pm for an update and was routed 6-7 times and finally given an IP address that no one knew what to do with. After 5 hours on the phone with 6-7 people, I was told on 8/26 at 8:30pm that they would have to send a tech out again to finish the installation but couldn’t come until 9/3. My husband and I are full time college students and can not afford to extend our classes any more than we already have yet due to their mistake, we have been without internet services since 8/19 as that’s when our former company disconnected services as we were under the impression frontier was being installed.

Service termination requested for 6/21/19. I was billed for 6/13 to 7/12/19. Was told I would receive a final bill with proper charges, never did, received collection notice. Called again and told I would receive a credit for the entire balance due, but it was later removed. Service was actually disconnected 7/3, and they are requiring me to pay for service through 7/12 (despite my requested cancellation date of 6/21).

On 8/2/19 reported the office phone and fax lines were not working. A Tec was sent out and found our lines were wet. I was informed it would be fixed the next day, It was not. A 2nd Tec came on 8/5/19 and reported the lines are wet. He didn't understand why that was not noted by the 1st tec since he had told me that was the problem.. A 3rd Tec was sent out but when he called could see that if the note about the lines being wet was correct, he would not be able to do anything. He never came to the property. From that time on I have received texts stating that someone was coming to do the repairs or was already working on it 6 times but then " due to unexpected delay" the appointments were changed. The last appointment is scheduled for 9/6/19. This has caused missed fax messages and phone calls, making it very difficult to run an office/ business and now they say it will be for over a month. I have called 9 times to be told: "we are sending someone", "you are next on the list", "the Tec should call you shortly'.

I contacted Frontier about an increase in internet service going from 100/100 to 500/500. I was told they could upgrade my service for $10 additional a month ($75/month). This is double new customer rate, but expected and I agreed. I was then told that a $75 install fee was required and an additional $10/month would be charged for equipment I do not require. I am a long tenured customer in good standing, I stick with Frontier because of the quality of the internet service but I feel there monopoly on on fiber service in our area puts me in position that allows them to take advantage and charge for services that are not required. I appreciate your help in settling this matter.

Had Fios Internet technicians come to my home and attempt to install Internet service. I was told by their service technician that I wouldn't need a router since I have my own and that the $10 per month router fee would be waived. the service technician did not leave a frontier owned router at my residence and left.
Called customer service to get the $10 router fee removed from my bill and was told it was not possible and I would have to pay $10 for a router that I do not have.
Tried to resolve the issue with customer service but was not successfull. As far as I can see they breached the contract by not leaving me a frontier owned router and making me use my own router and charging me for it.
They should remove the $10 router fee for the remainder of my contract or release me from the contract without any termination fees. As far as I can see my installation was not completed when they failed to leave a working router in my posession.

At a complete loss with this company. A year and a half ago we had our first service call to set up internet service. The tech came out and set everything up and told us that the only thing left to do was to have our electrician pull a wire from the interior of our house to the exterior of the house. Once that was done, we could call back and have our service started. A week later the electrician pulled the wire and we called back. What followed was 2 months of us calling explaining the situation only to be told the order fell under someone else’s division (new order? Existing customer?) then transferred and hung up on endlessly. Once we finally got through to someone who knew what they were doing they informed us that our account had been closed due to non-payment. I explained that we never had service and they explained that over the past months we had been charge for service (that we didn’t have) and because it wasn’t paid our account was closed and in that time they also gave our port away to another customer without giving us warning and they capped off our area. There was no longer service available. At this point we had no options, as no other service is offered in our area, and Frontier wasn’t interested in making it right.
Fast forward to last week, a year and a half later, we called to see if we could finally get Internet service. To our surprise, they set us up to be connected the following week without issue. Today the tech showed up on time and got to work only to return to the house 3 hours later, frustrated himself, to explain that while one end of the company shows availability in our area, there aren’t in fact any ports available and nothing in the works to add more. We are left to wait for someone to move or cancel service and then we have to win the luck of the draw to get their service port. This is insane. I’m not sure I’ve come across a company that is so mismanaged and cares less about their customers or potential customers. We’re now left again without service or the ability to gain service which affects our business and our ability to properly homeschool our kids.