Frontier Communications

Frontier added and removed services to my account without my permission/knowledge. They were also charging me full price for over a year for services (long distance) that I was not able to use. Frontier, without my permission or knowledge signed me up for "City wide wifi," a service I have never used and was never made aware of. I was never provided any documentation or credentials for this service. I was told that because I was an AT&T customer I was grandfathered into this program. I have never been a customer of AT&T. I was then told the same but because I was a *** customer. I have never been a *** customer. I was told by a customer service supervisor that it was my fault for not noticeing this 9.99/ month charge that I was billed for for several months. Eventually, after contacting Frontier corporate, I was able to remove these fraudulent charges off my account after being told it was not possible by the customer service manager, who removed one month's worth of this wifi charge. 2nd issue is that I have been a customer of Frontier since it was Rochester Telephone, over 20 years. I have always had long distance on my land line. Suddenly over a year (maybe two) ago, I noticed that I could not call long distance. I assumed that this was because I was habitually late with my payments. I recently discovered that is not the case. The Frontier corporate rep I spoke with said that was not the case. She was not able to provide a reason but said would create an repair ticket. Eventually I was informed that I didn't even have a long distance carrier. I have always had one. Frontier removed my long distance carrier, without my knowledge or permission over a year ago, perhaps two, but continued to charge me the full price of having long distance, continued to issue and expire monthly minutes that I had no means to use. I did not request to remove my long distance service, Frontier just removed it without my permission/knowledge. I have had approximately an hour of free long distance mins that have expired every month for who know how long. I feel this is fraud that Frontier has added and removed services I did not ask for and was not informed of.

On Thursday, August 22, my elderly mother's Frontier phone/internet/TV stopped working. The issue was reported on Friday, August 23rd, at 12:30 pm with a medical escalation. Bill at Frontier technical services assured the issue would be resolved by noon on August 24th. At 3:30 on August 24th, Tamara assured the issue would be resolved by 5:00. At 8:00 pm, Christopher left a facebook message on a public post to Frontier that we were first on the docket for Sunday morning, August 25th. At 8:00 am Sunday August 25th, Ralph phoned to report that he would be to the service call in 20 minutes. Ralph resolved the issue by 9:00, reporting that Frontier deactivated the splitter that serviced my mother's account REMOTELY. Ralph reported that Frontier will continue to do this and that there is no guarantee that it would not happen again. He plugged her into another splitter with other customers. Ralph mentioned that Frontier does this without warning customers. In the state of Florida, Frontier has until noon next day to resolve medically escalated calls. This call was not resolved until 20 hours after this deadline. An elderly resident was alone in her home with no way to call 911 in an emergency. For medical reasons, removing her from the home was not possible.
This is the third time since November that her service has been disrupted due to malfunctioning Frontier equipment exterior to the home.

Frontier Communications shut off my services WITHOUT notification on June 25th because of a call-in I made on MARCH OF 2018! Apparently, the person I spoke with put in a request to CANCEL ALL SERVICES even though that phone call was to cancel my landline only. To fix the mistake, they had to create a new account and request a new install for service (with a charge of $75 that would “be refunded.”) EARLIEST they could come out was June 28th. Mind you in the mean time I can’t use Netflix, the printer (since it is wireless), my Roomba, oh and I’m OVER my data on my cell phone, so I had to pay to upgrade my plan. The technician sent me a message on the 28th that they were fixing the line at 9:44 am and at 12:30 pm I got tired of waiting around, so after a 2 hour phone call with FRONTIER they told me the technician left without finishing the inside install (6 hours of my life WASTED.) SO they put in a “CODE BLUE” so someone would come out either 6/29 or 6/30 and scheduled an additional appointment for 7/1 between 1-4pm (even though I told them I wouldn’t be home and they reassured me that it would be fixed prior to this appointment anyway.) NO ONE showed up until the 7/1 appointment and guess what, I wasn’t home! So after another HOUR long phone call, the earliest they can come out is 7/5 but don’t worry, they are ordering another CODE BLUE, so I shouldn’t be at all upset. The service finally gets fixed and one week later I’m having issues because the line 2 on the modem isn’t working. I called in and they had it up and running in 2 hours (time of which I had to stay on the phone to assist with the process.) On July 30th a tree fell on the power line on our driveway and caught fire, at which time the internet stopped working. I called frontier to resolve the issue and we still do not have service back to date. They were able to get it running on August 15, mind you this was after 7 days of me waiting around at my house because they kept moving the appointment. 30 minutes after the tech left a storm knocked out power and I have not had service since. Each time I call in the technician cannot come out for at least a week to resolve the ticket number. The technician was supposed to be out on August 23, my husband took off work to be home; they never showed and after I called in to customer service (because I have learned that they can read me the service notes on my line and it’s not an hour wait to speak with anyone like it is on the technician side-also they speak much better English) I was told the notes said they were going to put the ticket on Monday schedule (8/26/19.) I received a text message about pushing the date back and realized the reschedule date is 9/4/19. We can no longer be without internet. They are the only service provider in the area and know that they have the market monopolized and are therefore not in a hurry to resolve the issue. My neighbor has Frontier and her landline (which doesn’t have a phone connected to it) just called 911 four different times a few nights ago. There has to be something wrong with the entire DSL line itself, but they simply want to just hand out new modems to resolve issues (I have 5 modems sitting at my house that they don’t want back but I don’t know what to do with.) I am beyond frustrated as this issue is interfering with my families livelihood. My husband is self employed and relies on the internet to send invoices. We can send invoices, therefore, we cannot receive payment from services provided. I also had to change my cell phone plan, which has increased my monthly payment. Not to mention the several streaming services I pay for that I cannot use due to no internet connection. There are several notes on my account that can verify the multitude of times I’ve contacted Frontier in attempt to resolve these issues.

I had called frontier’s collection, was told I could settle my debt for $220.00 and that it would be reported as paid as agreed on my credit reports. They would mail me a copy of the agreement. I didn’t get a copy of the agreement, instead I received a bill for the remaining $72.09 and they only changed the balance on my credit reports.

On June 13, 2019, I switched from Frontier to *** for cable, internet and phone service. Somehow the phone service was never transferred to *** and remained attached to Frontier. On the 20th of June, I saw to it that the phone service was transferred to ***,but for those seven days, Frontier was paying only for the phone service and not for the cable or internet service. However, in August I received a bill from Frontier for a full month of cable, internet, and phone service. During that time I was receiving cable and internet from ***. I could understand if they had charged me for the time the phone service was on Frontier but not the cable or internet. When I called to explain what had happened they told me that because the phone was never transferred they had the right to charge me for all the services for one full month..I received a bill for $366.15 for services I had not received. I would have understood if they charged me for the seven days of phone service , but nothing else. They informed me that they had the legal right to do this.

This is an addition to the complaint that I had filed against Frontier Communications on 07/30/ 2019. I had been issued ID. # ***. I had written to you before. This is the second time that I am sending an appeal.
I had requested to have them close my account, and return my money charged for the services that I had not gotten for four months. As of today, it is now five months that they have been charging me. May I once more appeal to you sense of fairness and justice to get this matter resolved?
I am flabbergasted, dismayed, and disheartened to find not a solution to my plight.
I moved on March 20, 2019 as I had told you before. No services were provided since then. At my bank, I am showing bills for $150.00 for April, $215.59 for May, $218.11 for June, $218.11 for July, and $220.59 for August.
Is this not a crime? is this not stealing from a customer? They are blatantly saying that there are services provided at my new home when there has been none for all these months: no cable, no Internet, no land-line phone. Nothing!
Please have them give me back the money that they have deducted automatically from my bank for the last five months that I have received no services for at all. Please have them close that account which I had previously requested.
On Tuesday, August 20th, I formally stopped payment on that account. Therefore, I should not be seeing a September bill from them.
I have gone with another provider who have given me prompt services. How would you feel if you were in my shoes? I am bewildered and stunned that charges are still coming to me for services not rendered at all!

Had an appt to get internet services set up and they called back a couple days later because they had to have their engineering team come do some work first and they had to delay service install for 3 weeks. My wife and I both work jobs that require internet and we couldn’t go without it for 3 weeks. I have attempted to call them to get more info and try to get them to install a different internet service in the meantime. I have talked to multiple people who have been incompetent, rude, lied to me about the situation, and I have been hung up on almost every call. In the meantime, I am paying for services that I am not receiving.

I have been a customer of Frontier for 10+ years. I put up with a really slow to totally lost internet connection everyday. For the past three months I have had nearly no connection to the net and it is my online business and my only income right now.
-At the beginning of the month I was getting a lot of static on my telephone (landline also with Frontier Communications).
-On the 10th phone went out completely.
-I live in a farming area with no one nearby.
-I do not drive a car.
-My husband had a seizure.
-I was not able to use the computer or the telephone to reach out for help or get more medication.
-We do not own a cell phone
-I had changed the filters on the line and tried everything I could think of to get the telephone to work.
After a day of trying to get a computer connection I got one long enough to order a new phone from ***.
-I did get a message out to Frontier on ebay for help. (the internet would work for a few minutes at a speed lower than a quarter of what I pay for. That is how it has been for most of the last three months). On the 10th or 11th I got an answer at ebay and was told no one could check things out until the 15th. I was going crazy and afraid for my husbands life.
-On the afternoon of the 15th the line was fixed but no one came to my door. A technician phoned.
FYI: The *** order came in two days before the phone line was fixed and I am stuck with an extra set of phones.
-I emailed *** the head of customer service ( not sure where but it is the same company). The email bounced.
-I messaged *** on *** Director Customer Care at Frontier Communications
Tampa/St. Petersburg, Florida Area (I realized she would be of little help)
-I messaged Kenneth A Chief Operations Officer at Frontier Communications New Haven Connecticut
-My original message was sent to a form online Office of the President | Frontier.com - Frontier Communications

Sorry if this was too long

I have Internet and phone service through Frontier. I had Digital Phone Unlimited with FiOS Internet 30/30. I decided to upgrade the service to their FiOS Double Play which includes FiOS Digital Voice and FiOS Internet 100/100. The service upgrade was scheduled for August 13, 2019. The technician did show upon time on August 13, 2019 and replaced all equipments required for the service upgrade. The technician only checked the internet functionality and did not check phone functionality. I discovered that the phone lines are dead after the technician left. I immediately called Frontier Customer service but did not get a clear resolution when it will be fixed. I made many calls in the following days and ultimately, Frontier agreed to send another technician to check. The technician came after 2 days to check the box in the garage for phone connectivity and found out that all connectivity was okay, the problem is that Frontier has not set up and enabled the phone services. He said the Frontier customer services will call me in one hour and will resolve the issue. He also said that there is no need for another technician to come the house, the problem can be solved if Frontier sets the server properly.

I did not receive any call from Frontier customer services so I called customer services and everything started downhill from there. It was very frustrating as customer service will transfer to tech support and tech support will transfer to customer support. I spent hours on the phone without any resolution. This continued for many days. There were cases when I had to spend 4 hours continuously talking customer service and tech support. In each phone call, I started to get a feeling that Frontier is deliberately delaying and Frontier knew exactly what is the problem nd how to fix it but for some reason don't want to fix it. But I continued to make phone calls to Frontier customer services and ultimately they again decided to send a technician home to fix the problem. They did not show any wiliness to hear me out properly and what the second technician diagnosed when he was at the house few days back.
So I agreed for the technician's visit. Frontier did not schedule this properly, they gave me a window through text from 8am to 12am when the technician will be there at the house. I assumed 12am may be mistake for 12pm. So called the customer services and they surprised me further they said the window is 12am-12am, so I requested to talk to a supervisor and as usual he was of no use. He gave me the excuse that the technician does not have cell phone so he cannot contact him. He asked me to wait till the technician calls me. The technician ultimately called around 7pm and he came to house in 15 minutes He looked at the box and wiring and said exactly the same thing the second technician said. Frontier need to set the phone service properly through their server. He said he will talk to his supervisor and will get it fixed the next day. The phone did not get fixed the next day. Fortunately, I had the cell number of the third technician so I called him and talked to him He was surprised that it is still not working. He said he talked to his supervisor and things should have got fixed. I has many phone calls and text messages with third technician and ultimately the phone line started working on August 22, 2019 around noon time.

It was not clear why Frontier took so long to fix the phone line. I have been Frontier customer for many years and still I got such a humiliating service. Frontier did not provide any reason why it took so long from them to get the phone line working. The phone line was dead for almost 10 days.

I probably spend close to 10hours on phone and text before I got the problem resolved. Also every time a technician shoed up I have to at home from work, this happened 3 times. Frontier should have the recording of all my conversation with them to resolve the issue. Revdex.com should request those recordings (account phone number ***) to get a real feeling of how bad Frontier service was. On the day, after spending 4 hours continuously and still not able to get a resolution, I had asked the lady who was attending to take a note that if services is not fixed on that day, I will not pay Frontier the next month bill for 8/13-09/09. I have not paid that bill yet. I will not be paying that bill unless I get a real apology and convincing explanation why they treated their existing customer so badly.

On approximately Aug 6-10 not sure of exact date. We were set up to receive internet and home phone service from Frontier. We were scheduled for installation on August 22, 2019. The time slot was 12-4 PM. No communication to let us know that they would not be here. I called approximately 4:15 pm. I was told that they were running behind and they would still be there that evening. No show and no communication telling us why. I called the next morning. They would be there between 12-4 PM on August 23. Again no show. Called a little after 5pm. They would still be there that evening. No show and no communication. I called this morning and was told that they had moved the installation date up to Sept 13. No one called to tell us this.

Actually minus 10 stars. Charged an early termination fee. Had paid July bill twice, just to be fair. Internet and land line out five days. Put me on hold for two hours
Went through all hoops —unplug Put a pen in back of modem to reset left me on hold two hours. Hung up on me. I called back next person said they were sorry. Sent me through same exercise only to say need to send tech out. I switched and now they want an 89 early termination fee. Called so many times last straw. Jay said he could get me a 4 dollar credit which he said after taxes would be a dollar
Please don’t use them they are horrible.

I was with Frontier FIOS service from 2017 to 2019 with 2 years contract for triple bundle service. The service is OK, In two years, I have to call technical service around 10 times and re-boot router almost weekly. That is great but I am under contract, so no choice. I used *** FIOS before and it is definitely a lot better before Frontier took over.
My contract ends June 15, 2019. I decided to switch to *** to try out the service , so, after everything works with ***, I called Frontier on July 17 to cancel the service. I already paid Frontier for July service fee (not under any contract, just month-by-month) so I requested to return the un-used portion of the service fee. The service department told me since my billing cycle date is end of the month (July 31), I won’t get any money back. I argued with the service guy and requested to talk to manager. I was refused. When I signed on to Frontier, I was never told about this. This is not the right way to business. I am also not under any contract with Frontier. All the cable TV service company I had been with before always returning the un-used portion of service fee. It is not a lot of money but this is a scam to cheat the customers. I will never use Frontier again. So beware.

I have been without phone service since the middle of July 2019. Although calling many times and creating order numbers for Frontier to come out and figure out the issue, Frontier NEVER shows up. They were again scheduled to come out on August 20, 2019, but didn't show up. I then called Frontier again and they said that they would come out on August 21, 2019, but still a no show. Called again, and said they would come out on August 22, 2019, and again a no show. Called them again on August 23, 2019, and said that they would come on August 27, 2019. We will see if they show up. This company has been a nightmare to work with. I live in an area where there is no cell phone service, so this is a big issue as we have no communication in case if there would be an emergency. This company does NOT deliver on their dates, and has never let me know that they couldn't come out. I don't know what else to do as they have not been receptive. We need our landline since we don't have cell phone service.

Called cancelled service in May was billed for services not used as I had moved. Recieved refund of $51.13 company kept over $30 of my money for no reason given.

I first contacted Frontier communications on July 18 to initiate internet services with them. The initial installation date was set for 7/31/2019, and I had been told that materials for installation would be delivered to me, and that I would not need to be present for installation. I received a phone call from Frontier about a week after I requested installation to inform me they needed more information to complete my file. When I called back, they told me that in actuality they had everything they needed for my file, but my service request had been cancelled. When I asked them why, they could not give me any details in this matter. I requested that a new service request be placed, to which they replied they were running a month late. They also stated that I would now have to be at home for service installation- another miscommunication from this company. Unfortunately, Frontier is my only option in my new neighborhood due to contracting. I finally, had a service install date set up for 8/19/19 between 8am and 12pm. When no one arrived by 1:30pm, I called the 1-800 number for Frontier. The initial person told me they did not have my account on record- I assume because he did not type in the number correctly. I asked to talk to a supervisor who told me a technician would be out, he was just running late. By 4:30, when no one showed up, I called the 1-800 number again. While on the phone, I received a text saying that my appointment had been cancelled and rescheduled to 8/23 between 1pm and 5pm. The next day, 8/20, I received another text saying someone would be installing on 8/20 instead of 8/23. Recognizing this discrepancy, I called the 1-800 number again. The person I spoke with stated that that was a glitch in the system, she was unsure why I received that text, because the plan was still for 8/23. Today, 8/23/19, I called to confirm that my service would be installed as planned between 1pm and 5pm, as I had not received any confirmation texts or phone calls. When I talked to the customer service representative, she stated that it appeared on 8/20 someone tried to install but that I wasn't home. On further evaluation- this was an error in the system since no technician had been assigned to the case on 8/20, and therefore would not have known if I was home or not. Because of this, the computer thought my services had been installed, and therefore cancelled my 8/23 service installation. This has been placed on an "escalation list" but will delay me again until 8/30. Bottom line is, it is unreasonable to make someone wait over a month for internet service. I wish I had another alternative in my area, as I would have already cancelled Frontier and gone with another company. However, I am married to a company that has proven time and again that they are incompetent, unreliable, not forthcoming about errors in the system/timing of install, and absolutely abhorrent when it comes to customer service.

On 8/10 I called to disconnect service. I was advised service would be disconnected on 8/12 and there would be a disconnect fee of $9.99. I asked for the final bill amount and was told one could not be provided at the time. On 8/19 I called to get the bill amount and was notified I would be responsible for the entire month of service, 8/1-8/31. I advised the rep I was not notified of this and the company agreed to and completed my service disconnect on 8/12. The rep could not help and I asked for a supervisor, to which I was told one was not available at the time so they would return my call the next day. On 8/23 I still had no call, so I visited a local Frontier office which stated they could not handle billing. I then called in and was again notified I would have to pay the complete bill. I asked for the call recording to prove I was not notified of this during my disconnect call. A supervisor was again not available and the rep would not adjust the bill accordingly.

I had an account many years ago with *** and their land line portion was bought over by frontier. when I went to cell phone only both companies continued billing me. I had to fight 3 years and over 100 phone calls to frontier they have told me many times I do not exist in their system after going back and forth for almost 3 YEARS. 1 person finally found something in an old system they had to reimburse me for $440.00 which I believe should have been more like 700-800 but I took it because it was better than nothing. they fraudulently kept taking my money and saying they weren't. Frontier mailed me a check I immediately tried cashing and deposit into our back it got kicked back many times and I went as far as going to *** and check cashing places over months of time and they all would not tell me what was wrong with the check they would say oh I cant cash it you need to go to their bank. One place almost called the cops on me saying it was fraudulent this has caused me so much stress and pain /embarrassment. months later after receiving the check I drove 1.5 hours away to their bank to be laughed at and told Frontier wrote us a bad check and they do it all the time. The check states it is valid for 1 year the bank told us that frontier has not had money in this particular account for a very long time. we felt so humiliated and fooled by frontier! I tried calling 10 times today to be hung up on to tell me they will file a form and maybe a manager will call back in 48 hours but they cant help me today / no managers were available to help me. collections would transfer and hang up. I'm tired of this ! someone needs to investigate what is really going on at frontier!

Frontier increase before the 2 year contract expired.

I have a email confirmation of my contract stating:

Aug 10, 2018, 12:06 PM
Order Number: ***-FT
Services Ordered: Frontier FiOS 50M/50M; 2 Year Price Guarantee

After one year, price increase. I call in to cancel. Now they want to charge me a early termination fee, even thought they broke the contract.

Frontier has the monopoly on phone service in this physical location. After 11 service tickets, phone service has not been restored in 3 weeks. In this geographic location, there is NO cell service. The land line provided by Frontier is the ONLY method for Mrs *** of 85 years of age to contact emergency service. WITH LANDLINE DEAD, MRS *** HAS NO METHOD TO CONTACT EMERGENCY SERVICES. Apparently, the service technicians try to contact Mrs. using the dead landline and when there is no response, sign off the service ticket without restoring service.

My issues have been on-going and numerous. This is the worst customer service experience I have ever experienced in my life. My internet has been unreliable at best in all the years that I have had Frontier. My recent stream of issues began with getting double billed back in March. I had not missed any payments and they confirmed that the first time I called. I asked that they fix the bill and remove the late fee. The man I spoke with said I could get better internet and I agreed to have them hook that up because our service is painfully slow. The bill never got adjusted. The scheduled install was incomplete and I ended up without service for two full weeks. I asked to be refunded for those 2 weeks. I never got that refund. I had 3 scheduled installation appointments, one of which made me late to work and one in which I had to call someone to go to my house because I received a text saying I could expect them between 3:30 and 8 pm at 3:35 pm. They never call to set up the installs, you just have to rearrange your schedule to be there for entire days and then they never come. I did not want to pay the installation fee after how many failed installations and I never got refunded for that. I have requested to speak to a supervisor multiple times and have never been able to. I was told that I just need to pay the full bill that included the late fees, double payment, installation fees and the two weeks in which I DIDN'T EVEN HAVE SERVICE! My bill has increased because I was supposedly getting faster internet and it is still not good and I lose my connection constantly. They also did not bother to tell me that there would be an additional ten dollars a month added to my bill from now on. My bill is high and the service is terrible. I have been told 3 times that I would be refunded the install fee and half a month of my service charge because I was without internet and never got any credit.