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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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.
The Complaint states that:
Mr. is disputing charges on his Frontier bill. Frontier has investigated the above statements and offers the following response:
Frontier advises that we apologize for the inconvenience this issue is caused.
Frontier advises that after review of Mr. account, we have issued a credit for City Wide Wireless for charges billed in March, April and May as a courtesy, and removed this feature.
Frontier advises that Mr.’s long distance service was suspended on January 19, 2017. Per our Terms of Service, a customer has 90 days to dispute charges on their bill. As a courtesy, based on the customer’s circumstances, we have issued a credit to Mr.’s account for charges related to long distance on his account.
Frontier advises that we spoke to Mr. on September 3, 2019 to advise of the above.
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.
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. ***, filing on behalf of her mother Ms. ***, advises that Frontier missed a commitment to repair her mother’s services after she reported an outage with a medical expedite. Frontier has investigated the above statements and offers the following response:
· Service Concerns are addressed as quickly as possible with consideration to the service affected, medical necessity, inclement weather and other factors.
· Frontier advises that Ms.’s service was repaired on August 25, 2019.
· Frontier offers Medical escalation designation for customers providing documentation from a physician certifying a medical need for phone service.
· Frontier advises that a time out of service credit has been provided from the time the outage was reported to the time service was restored.
· Under Tariff, Frontier is responsible for service outage credits, based on the customer's daily rate of service that is not functioning. Frontier is not liable for any other compensation. We therefore respectfully deny, Ms.’s request for additional credits.
· Frontier is working on opportunities to alleviate customer frustration related to missed commitments and repair.
· Frontier attempted to contact Ms. to review the above information but was unsuccessful, Frontier left messages and sent email with direct contact information.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms.’s 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.
Frontier stated that I did not respond to their queries. I returned Nicole’s phone call and left her a voice message with the times that I was available to speak. She responded that she was not available then via email and suggested that we correspond digitally. I provided her with my date of birth to securely begin our dialogue. She never wrote back. Next, another agent called, again while I was at work, and said that Nicole was no longer helping and that she had the account. This happened just last week.
Frontier turned off my mothers service on a Thursday and service was not returned until Sunday. The credit we are seeking is for those four FULL days. Frontier also repeatedly missed appointments on both Friday and Saturday to return service. I sat waiting for arrivals that never came. All the while, it was Frontier who erroneously turned off the service and waited four days to turn it back on.
A credit for a full month is required to rectify this situation. Leaving an elderly woman without a way to communicate by their own actions is negligent. This was the third interruption to service in less than one year due to malfunctioning frontier infrastructure.
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. ***, filing on behalf of her mother Ms. ***, advises that Frontier missed a commitment to repair her mother’s services after she reported an outage with a medical expedite. Ms. is requesting a full month credit to rectify the situation. Frontier has investigated the above statements and offers the following response:
Service Concerns are addressed as quickly as possible with consideration to the service affected, medical necessity, inclement weather and other factors.
Frontier advises that Ms.’s service was repaired on August 25, 2019.
Frontier offers Medical escalation designation for customers providing documentation from a physician certifying a medical need for phone service.
Frontier advises that a time out of service credit has been provided from the time the outage was reported to the time service was restored.
Under Tariff, Frontier is responsible for service outage credits, based on the customer's daily rate of service that is not functioning. Frontier is not liable for any other compensation. We therefore respectfully deny, Ms.’s request for additional credits.
Frontier is working on opportunities to alleviate customer frustration related to missed commitments and repair.
Frontier has issued a onetime courtesy adjustment for the missed commitment.
Frontier’s position on this matter has not changed.
Frontier advised Ms. of the above information via email.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms.’s has experienced as a result of the above matter.
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.
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
Ms. states that after Frontier disconnected her Internet service without her knowledge or permission. Ms. states that since the Internet service has been reactivated, it is not working properly. Ms. is requesting that Frontier make all needed repairs to restore properly working Internet service.
Frontier has investigated the above statements and offers the following response:
Frontier records show that Ms. contacted Frontier on June 25, 2019 to request to have the Phone service removed from her account. Frontier records show, that due to Frontier error, all of Ms.’s services were disconnected. Frontier records show that Ms. contacted Frontier on June 26, 2019 to advise that her Internet service was no longer working. An install order was issued the same day to restore the desired Internet service. The order completed on June 28, 2019. Frontier records show that since the Internet service was reestablished, there have been several repair tickets issued. The most recent repair ticket was work-dated for August 28, 2019. Frontier records show that a Frontier technician was dispatched to Ms.’s location on August 28, 2019. The technician replaced the modem and corrected the programming issue to resolve the Internet service issues. Frontier has issued all needed out of service credits. Frontier attempted to reach Ms. by phone and email to advise of the above but was unsuccessful. Frontier left messages for Ms. that included direct contact information.
We regret any inconvenience that *** may have experienced as a result of the above matter.
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.
Thank you for referring the complaint of *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. states that he contacted Frontier’s collections department and came to a settlement agreement and that he would receive a copy of the agreement; however, he states he has not received the letter his credit report is showing that he still has the balance due of $72.09. Frontier has investigated the above statements and offers the following response:
Frontier records show that the account was disconnected for non-payment effective 6/12/18 and written off to an outside collection agency on June 12, 2018 for a final balance due of $292.09.
Frontier records show that Mr. contacted Frontier on August 14, 2019 to discuss a settlement agreement. Frontier advises that an agreement was made for Mr. to pay $220.00 and they remaining balance of $72.09 would be removed. A payment in the amount of $220.00 was paid on August 14, 2019 leaving the balance of $72.09. Frontier advises that the request was sent on September 10, 2019 to have the account removed from collections with the outside collection agency in addition to an update to the credit reporting of the change. Frontier advises that it can take 30-60 days before it is updated with the credit reporting agencies.
Frontier advises that Mr. can reach out to the outside collection agency for any mailing correspondence that he may need from them.
Frontier advises that several attempts were made to contact Mr. to discuss this issue further but was unsuccessful speaking to him.
Frontier has mailed Mr. a letter with direct contact information if he needs any further assistance.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. 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 find that this resolution is satisfactory to me.
Regards,
Ms.
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.
The Complaint states that:
Ms. advises that he was billed for a full month of service even though he wanted to end his service earlier.
Frontier has investigated the above statements and offers the following response:
Frontier advises that we apologize for the inconvenience this issue is caused.
Frontier advises that Ms. has pre-paid for her services and is eligible to
continue receiving service through the end of her billing cycle. Ms. can
always stop the disconnection should she change her mind.
Frontier advises that per our Terms of Service, unless otherwise required by applicable law, your termination of Service may be effective on the last day of your Frontier billing cycle for all applicable Services.
Frontier advises that as a courtesy, and due to the circumstances surrounding Ms.’s disconnection, we have issued prorated credit back to the date of Ms.’s disconnection.
Frontier advises that we spoke to Ms. on September 5, 2019 to advise of the above.
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!
Thank you for referring the complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. advises that after she moved to a new address, she continued to get charged for service by Frontier. Ms. advises that she continued getting her monthly payments deducted from her account via autopay since her account did not get closed as she had requested. Frontier has investigated the above statements and offers the following response:
Frontier advises that an adjustment has been issued to Ms.’s account, and her account has been closed.
Frontier advises that Ms. currently has a credit balance in the amount of $322.61 and will be receiving a refund in 3 billing cycles.
Frontier attempted to contact Ms. by telephone on August 29, 2019, August 30, 2019, and September 5, 2019, and via email on September 4, 2019 and September 9, 2019. Frontier has not received a response from the customer.
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.
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,
***
Dear Sir:
I have tried contacting Frontier Communications when I get out of school to no avail. Yes, Frontier Communications have called when I am in school. I returned the call two weeks ago, and have heard nothing from them. I would appreciate getting a refund on the my money overpaid to them. Thank you!
Thank you for referring the rebuttal of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Rebuttal states that:
Ms. advises that she contacted Frontier in response to previous messages left for her but has not heard back from them. Ms. advises that she would like a refund for money that she overpaid Frontier.
Frontier has investigated the above statements and offers the following response:
Frontier advises that Ms. was provided with direct contact information for Frontier via telephone and email at the time the complaint had originally been filed but no response has been received from the customer.
Frontier advises that they will need to make contact with the customer prior to having a discussion about any additional refunds.
Frontier attempted to contact Ms. by telephone to discuss the rebuttal on September 12, 2019, September 23, 2019, and September 25, 2019. An attempt to contact Ms. via email was made on September 24, 2019. Frontier has not received a response from the customer.
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.
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.
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 that Frontier has not completed an order for installation and is billing him for services. Frontier has investigated the above statements and offers the following response:
· Frontier advises that per Mr.’s request, the installation order has been cancelled.
· Frontier advises that since that installation was not completed, there are no charges for services.
· Frontier attempted to contact Mr. to address his complaint but was unsuccessful. Frontier left messages and sent email with direct contact information.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.
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
The Complaint states that:
Ms. is disputing her Frontier charges. 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 Ms. reported her phone and internet out of service on August 11, 2019. A technician restored her service on August 15, 2019. F
Credit has been issued to Ms.’s account for the period of August 11, 2019 – August 15, 2019. Time out of service credit is provided for reported and verified time out of service.
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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
You have a new message from the Revdex.com Upstate New York in regards to your complaint #***. Please click on the link below to access the online dispute resolution web site and read this message. Click Here to view the complaint
I am not satisfied with the results. After paying this company for as many years as they have been supplying our area I have gotten little help when asking for it. I am still lucky to get half the internet speed I am paying for. The speed is so slow that I can not get anything done. This last issue with my being cut off from any communications and unable to contact them does not seem to matter to the company. The date they have for my complaint is 8/11 but that is only because that was the only time I was able to get communications out to them. I do not use the phone frequently so I am not sure when exactly it was not working. That connection has been filled with static for years on and off. The line was corroded and probably that is why I have been paying for years of below par internet connectivity. I was left with no communications from Frontier COMMUNICATIONS when I was stranded with a medical emergency. A representative called and told me they can't do anything but pay for the days from when I reported it until four days when they fixed it. The offer is not acceptable.
Regards
The Complaint states that:
Ms. is disputing her Frontier charges. 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 Frontier’s position has not changed and no new information has been provided to alter the outcome.
Frontier advises that we spoke to Ms. on September 12, 2019.
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.
This is in response the Revdex.com *** for ***, ***
The Complaint states that:
Mr. states he has phone and internet through Frontier and placed an order to upgrade the internet from 30 M to 100 M which was scheduled for 08/13/19. The tech arrived and completed the upgrade however after the tech left Mr. phone service did not work.
Mr. states due to the issues he experienced he would not pay Frontier the next month’s bill for 08/13-09/08 unless he receives an apology and explanation from Frontier.
Frontier has investigated the above statements and offers the following response:
Frontier records show due to an order error the line was not updated to VoIP phone service when the order was completed upgrading the internet, this caused the phone service to go down. An order was completed on 08/21/19 adding the VoIP indicator to the line and sent to programming to restore the phone service.
Frontier has issued a credit for the time out of service 08/13/19-08/22/19 and an additional $25.00 credit in this instance due to the circumstance Mr. experienced, these credits will reflect on the 09/10/19 bill statement. Frontier does apologize for the frustration Mr. has experienced.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. 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
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.
The Complaint states that:
Ms. advises that she had several missed appointments associated with her order for new Frontier service. Frontier has investigated the above statements and offers the following response:
Frontier advises that we apologize for the inconvenience the missed appointments caused. Ms. has cancelled her order for service, but direct contact information has been provided should she decide to install service in the future.
Frontier advises that we spoke to Ms. on September 4, 2019 in regards to her complaint.
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
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.
Frontier CommunicationsThank you for referring the
complaint of *** to our office for review. We appreciate you
bringing this matter to our attention.The Complaint states that: Ms. states she has no working services. Frontier has investigated the above
statements and offers the following response:Frontier confirmed that technician was dispatched on August 30, 2019. Frontier advise that Mrs.’s services are workingFrontier advise that credit has been issued for time out of service. The credit amount was for $94.36A representative advised 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.Frontier Specialist: Tocoma
K. Department:
General Manager
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.
Frontier CommunicationsThank you for referring the
complaint of *** to our office for review. We appreciate you
bringing this matter to our attention.The Complaint states that: Mr. stated he did not receive credit for additional billing. Frontier has investigated the above
statements and offers the following response:Frontier records reflect that Mr. was billed for June and July bill in error.Frontier records advise that customer credit was applied to Mr.’s August statement.Frontier records reflect that a refund has been sent to Mr..Frontier advise no additional credits are warranted. Frontier representative advised 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.Frontier Specialist: Tocoma
K. Department:
General Manager
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.
Thank you for referring the complaint of *** to our office for review. We appreciate Revdex.com bringing this matter to our attention.
The Complaint states that:
Ms. states issue with internet installation.
Frontier has investigated the above statements and offers the following response:
Frontier advises installation was complete on August 30, 2019.
Frontier will issue a one time courtesy credit of $50.00 on the billing.
Frontier spoke with Ms. on August 30, 2019 and reviewed the above.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** 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
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.
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
Mr. states that he requested to disconnect his service with Frontier and continued to bill and has received a new statement for charges that are billing for days that he did not have service Frontier has investigated the above statements and offers the following response:
Subscribers to Frontier’s TV and Internet services are billed one full month in advance. If you cancel your TV and/or Internet service subscription, termination of your service subscription(s) and any early termination fees will be effective on the last day of your Frontier billing cycle. No partial month credits or refunds will be provided for previously billed service subscriptions
Frontier advises as a courtesy we will follow up on the final bill and prorate the bill from the date of disconnect August 10,2019 until the end of the billing cycle.
Frontier spoke with Mr. and went over the case.
Mr. has our contact number for any future reference
We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** may have experienced as a result of the above matter.
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 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!
Thank you for referring the complaint of *** to our office for review. We appreciate Revdex.com bringing this matter to our attention.
The Complaint states that:
Mr. states issue with refund check received from Frontier.
Frontier has investigated the above statements and offers the following response:
Frontier advises the check will be investigated and if not cashed will be voided and re-issued to *** for the $ 440.00. Processing and mailing is estimated about 17 business days.
Frontier reviewed the above on September 10, 2019 with *** who is authorized on the closed account.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** 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. Thank you Revdex.com for assisting me with the long drawn out issue that should have been something simple. I am impressed with Revdex.com response and communication. Thank you!
Regards
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.
Thank you for referring the complaint of *** to our office for review. We appreciate Revdex.com bringing this matter to our attention.
The Complaint states that:
Mr. is disputing billing increase and early termination fee.
Frontier has investigated the above statements and offers the following response:
Frontier advises Mr. has FiOS 50/50 internet with a two year contract ( price guarantee) from August 20, 2018 through August 19, 2020 at $30.00 per month before equipment, taxes and surcharges. This also includes a prorated early termination fee if disconnected before August 19, 2020.
Frontier advises the equipment- router is $10.00 per month. Mr.s’ promotion included a $5.00 discount for the equipment for one year through August 19, 2019.
Frontier advises Mr. was advised of the above.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** 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.
Look at the attached contract and agreement. It does NOT state there will an increase anytime within the 2 year period. I will not take any other explanations or lies from the company. This needs to be public record that Frontier Communication scams consumers by increasing fees earlier than the stated agreement. Look at the contract agreement attached.
Regards
Thank you for referring the complaint of *** to our office for review. We appreciate Revdex.com bringing this matter to our attention.
The Complaint states that:
Mr. is disputing billing increase and early termination fee.
Frontier has investigated the above statements and offers the following response:
Frontier advises Mr. has FiOS 50/50 internet with a two year contract from August 20, 2018 through August 19, 2020 at $30.00 per month before equipment, taxes and surcharges. This also includes a prorated early termination fee if disconnected before August 19, 2020.
Frontier advises the equipment-router is $10.00 per month. Mr.s’ promotion included a $5.00 discount for the equipment for one year through August 19, 2019.
Frontier advises Mr. was advised of the above.
Frontier position has not changed.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** has experienced as a result of the above matter.
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.
Thank you for referring the complaint of *** to our office for review. We appreciate you bringing this matter to our attention.The Complaint states that: • Ms. is advising that Frontier missed repair appointment. Frontier has investigated the above statements and offers the following response:• Frontier advises that Ms.’s services were installed on August 26, 2019, however her long distance were not working.• Frontier advise as of September 14, 2019 Ms.’s long distance was restored.• Frontier advise that credit has been issued for time out of service and missed repair appointments. Ms. account reflects a credit balance of $122.31.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 Specialist: Tocoma K. Department: General Manager
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.
The Complaint states that:
Ms. advises that she is disputing charges on her Frontier bill following a failed upgrade to her Frontier Internet service. Frontier has investigated the above statements and offers the following response:
Frontier advises that we apologize for the inconvenience this issue is caused.
Frontier advises that we have issued courtesy credit for the missed appointments Ms. experienced associated with an order to upgrade her internet service.
Frontier advises that we have issued credit for 14 days of time out of service.
Frontier advises that we spoke to Ms. on August 30, 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