Frontier Communications

I have called 3 times to have my bill adjusted, and was instructed it would be fixed within 2 billing cycles. The 2nd billing cycle has now passed, and the bill has not been adjusted to reflect a credit for termination of services in May of 2019. I called on May 20, 2019 and requested that my TV/Internet be terminated on May 27, 2019. I was told I would have to pay for the entire month of May since my billing cycle had already started. That's fine, I don't mind that. However, I was also charged for June and July bills as well. I was told my service was not discontinued until June 27, 2019. That is ONE MONTH after my requested date of termination. I should not be responsible for this mistake. The phone call to cancel should be listened to if there is any dispute of this. I called 2 more times after that, and I was told my bill would reflect a credit within 2 billing cycles. That has not happened yet. I will be sending a letter also to the Office of the President at Frontier Communications. If I owe a balance, it is certainly not $375.33. I am now getting a letter from your Collections Dept. requesting this bill be paid, however, it is not the correct amount due, and I need it adjusted to pay the final bill. The last person I spoke with in June was "Autumn" and she promised it would be fixed via "Sharepoint Transaction" within 2 billing cycles.

Our company changed over to a digital phone system. The new system could not handle fax lines or internet, so those services stayed with Frontier. We got regular billings from Frontier and paid them. What we didn't know was that the fax line was being billed separately. We do not know where or who was receiving that bill but we were not. Then without notice our fax line was disconnected. When we called to see what the problem was they realized there billing error and now have back charged us on our internet bill. They are charging a very high rate for this line of which we had no say in which plan we wanted to use. We know that they have cheaper plans. Had we known that we would be charged at such a high rate. We would have dropped the fax line altogether. Plus they are also charging us late fees. We have tried to get them to give us some kind of break on the charges, but they are unbending. Reason being they have a monopoly on those two services for our business center. Spectrum has moved into our area, but will not offer these services to us until their construction cost of 48 thousand has been recovered. Frontier claims that they had our address but we never got anything in writing that we had on overdue bill or that they were shutting it down. Frontier did this to us before under a different set of circumstances when they took over Verizon. Again we were forced to back pay because there is no other carrier available to us. I thought monopolies were against the law.

Between myself, my wife and my father in-law, we have spent 12+ hours on the phone or in person doing tech support (not including waiting for techs to show up at our residence). Notes are for three separate accounts that are all on the same property (our neighbor has the same issues that we are having, but has not filed a complaint...yet). The accounts are:

My account -
My mother's account -
My father in-law's account -

The issue is that our internet service is spotty at best and when it is does connect, the connection speeds can be as low as 1Mbps down with around 100kbps up (that is almost dial-up speeds). Sometimes I, jokingly, wait to see if I can hear the old modem squawk from back in the days of dial-up. With that said, we do have some time (when it is connected) where our speed is about 10Mbps down and about 1.6Mbps up (what is should be). The sad thing is when we have these speeds, it only last for maybe an hour or two at most. And forget about it if it is raining. The signal drops almost with every raindrop. Thus the problem that the field tech decided was the issue (read below)

Below is the most recent events (not detailing the month of calls previous to this that did not fix the issue).

Travis from Frontier came out on July 17 and looked at the line at one of the house and then determined that the issue was not at the home. He then worked on some things at the pole and on the lines, but it did not solve the problem.

Travis came back out on July 25, worked on things again at the pole and on the lines, and determined that water had gotten in the line, corroded it and that the line needs to be replaced. He said that he would talk to his supervisor and call my wife back. He has never called any of us back. We even tried to call the number that showed up on our caller ID when he called to confirm he was showing up and has never returned our calls after leaving numerous messages.

After that, both myself and my father in-law have called in at different times to try and get the supervisor to approve new lines since the tech has decided that was the issue. However, all customer service wants to do is the same tech support things we have gone through about a dozen times (they all seem to work and the problem is not in any of our homes of with any of our modems). Once they figure this out, they setup a day and time for someone to come out. We are fortunate, unlike many others, we have learned not to stay and home and wait for them because the tech works from the office and determines that there is not problem and then just doesn't show up or bother to tell us he is not showing up. On both occasions, we were not notified that any work had been done and the only reason we knew that someone "did" anything is that my wife logged on to our account and saw the tickets has been closed. No one told us what had been done, no one came out and replaced the line (as was noted by the field tech) and, certainly, our problem has not been fixed. Below are specifics of these occasions:

On August 10, a tech was supposed to come to my house and fix the line, after finally getting the customer service person to schedule it, even though a supervisor was not available to speak with me (they are never available...standard tech support protocol). I did receive texts that the tech had been dispatch, however, no one ever showed up or let us know that anything had been done. The only way we knew was when my wife logged on and saw the ticket had been closed saying it was fixed. It still was not.

On that following Tuesday, August 13, my father in-law had a tech scheduled to show up to his house (we started tag-teaming to see if that approach would work...it didn't). He did receive the text that they had been dispatched, but nothing. He then called and spoke with someone (for almost an hour) and they sent out the same tech that came out the other times (Travis), who again told him that he couldn't do anything because the issue was the outside line and that his supervisor had to approve it. Travis said that since so many people in such a close proximity to each other were having the same issue he would issue a "blue warning." Whether that is actually something or not has yet to be determined. He also said he would have his supervisor call my father in-law back that evening. As you guessed, no one called and no one has called (or probably every will).

While this was going on, I called customer service in the hopes that our overlapping calls might allow one of us to get this resolved. First, the customer service rep (Israel I think was his name) would not listen and kept tell me that he could not submit a work ticket unless he did the same tech support that had been done over a dozen times before with the same outcome (everything is fine). He then proceeded to argue with me saying that he could submit a ticket (which he just said he couldn't do) but I might be charged and I needed to acknowledge that any work inside the house is my responsibility (which is cool since the field tech already said it was a outside line issue).

Anyway, he setup an appointment for August 15. Day of, I didn't even receive a text this time saying the tech had been dispatched. Nothing. My wife logged in that evening and, sure enough, the ticket was closed saying the issue has been fixed. It still has not.

At this point, we decided to take our complaint elsewhere (this is why we are filing a complaint the the Revdex.com) in hopes that Frontier would resolve this issue.

We do not need to do anymore troubleshooting. They need to come and replace the line.

My phone has been static for weeks, I can not hear a thing. Then friends started coming over to tell me they could not get me on the phone. After a couple rings it says enter your area code and phone and press pound" I do not have voice mail. I called Frontier. They blamed the voice mail message on my answering machine which is going off at the same time. When the phone rings I hear my answering machine come on, the caller hears only the voice mail recording. I unplugged the answering machine, still did it. Then they blamed it on a new phone I bought to try to get rid of the static, unplugged that, still did it. They came out and looked outside and worked an entire day, told me static was fixed. It's worse than ever. Told me there is water in the wires outside and they will come back and dig when they get a digging permit??? That probably won't happen either. Also told me my wiring was outdated and needed replacing. I said I have paid $8 a month for MANY years for inside wire protection. Their reply was, it's not covered. I asked what I was paying $8 month for, they said only for protection??????? Not a clue what that means???? I called again today to complain about the static and the voice mail, another week had gone by. The lady said she would connect me with technical support. I waited on the phone for 1 hour listening to the static getting louder and louder till I finally hung up. I think an hour is more than enough time to wait for technical support. Even though you ask me for my phone number at least 4 times, did anyone call me back??? NO!!!!!! I said yes to having a survey about Frontier, that never happened either. I called a couple days ago, Got hung up on 4 times. No one ever called back. You are the MOST inefficient company I have ever dealt with. I am paying you for a phone that I can't use, Am paying an inside wire fee that I can't use. I am unable to complain to your people.

I was in a contract for cable and internet with this company at my home until I moved to a different location in the same city. I called them to switch my services to my new home, I never ever asked to cancel services. This company came to my current home twice and was unable to connect my services, for reasons I still don't understand today. I am now being charged almost $500 for "breaking" a contract. My intentions were never to end my services and I am being held accountable for something that is out of my control. I have contacted this company on numerous occasions and also asked for a call back from a supervisor. I have yet to receive a call back.

I had contacted Frontier to inquire about their wireless service how much it would cost and what it covered. I DID NOT sign up
for any service at that time. I had explained that I was inquiring on rates back in January. Later come to find out they claim that I had their service from January until April when they claim they disconnected service. That's when they started to bill me without my knowledge. Now I'm in a collection agency for something I did never ordered.

For over a year, the service has been poor despite the fact that it is advertised as premium or best of the best” and then when I tried to no longer have an agreement with them they wanted to charge me $109.99 as part of a auto renewal from 2013. It is 2019 and I have been a loyal customer since, the in-laws has it and it was good until a year ago. When ever a storm hit our area the service would go out. Okay I called for a technician after about a week and they said it would take two more weeks for him to get to me. I waited. He changed my modem out. It was spotty and I would get my neighbors network more often than mine. Then I noticed each when I was off at around noon it would go out for an hour or more and on the weekends too. It was gut wrenching I was paying for this. I had two green lights when it worked okay but it dropped to just one and I thought to myself they know there is something wrong, there was a storm and he just hasn’t got around to is yet. Nope not for six whole months. So now since this last storm it is going on two weeks and two hours on the phone, I don’t like their service and I no longer want to do business with them. They come out of the blue with,”Well you didn’t report an outage so there is no record.” The computer that I was prompted to could find out there was a problem, why didn’t they know to fix it. I don’t know why I have to manage their network, if I am paying for their service!?! And to top it off, they want $109.99 an early cancellation fee that was hidden with an auto renewal when I paid my bill from 2013. Sneaky just sneaky and overall they can’t see loyal customers from the ones who are trying to get over them. I am beyond “retention services” (is where I was sent when I wanted to cancel.) They do not want to take “No” for an answer and because the new internet service that introduced itself to my In-laws community (the first and only service ) will not have a friend in their corner when we sit together and talk about reasonable companies. I hope that this resonates because with hidden fees and a joke for tech support and customer service. Frontier I am dissatisfied, disappointed, and overall, if win the Lottery today I am going drive you out of the business. I want a refund for all the outages and not pay some stupid “auto renewed” early termination fee. I do not want anything to do with your business anymore.

Increase of bill without any prior notice, no one there can tell me why. Services drops multiple times from 8:30PM to well after Midnight every day of the week. This has been going on for over a year without any fixes, their tech has been out many times and can find nothing wrong.

Frontier has provided horrible service from the beginning. We have had at least 50 service calls from the time we signed up with them, multiple modems and extremely long waits for service. We are without service for weeks at a time and have to fight to have a credit placed on the acct. for the time of outages. I have another trouble ticket and have to wait two weeks for a service call again. When we do have service the promised speed range is never correct. If there was any other provider in our area we would switch in a heart beat. Frontier faithfully takes our payment but doesn't provide service. Horrid company!

To whom it may concern,
My name is R ***. I am a 100% disabled veteran. I live with my elderly mother. I switched to Frontier communications about a month ago. I have had service for approximately one week out of that month. The service goes in and out. The serviceman also left a cable in our yard unburied since installation. However, this has nothing to do with the terrible service I ha e received. The wait times to speak to a Customer Service representative are ridiculous. 2-3 hours or more. We have an alarm system with seven cameras. It is hardly operational, because of the intermit service. When I’m away from home, I check on my Mother by accessing our security system. I cannot do that without service. Please, please do something about Frontier.

Moved out of service area, rep closing the account said there would be no early termination fee due to moving out of service area. Called again in May to ask if the bill we had was the last bill, rep said yes and the account is at a zero balance. Received a bill in June for an early termination fee, called to inquire and the rep said they would wave it and not to worry about it. In July, we got a notice saying we had been sent to collections over the unpaid fee and that it would be going on our credit report. Called today to dispute again and was transferred 6 times and ultimately told they couldn't do anything about it other than file a write-off adjustment. The supervisor said it likely would not be accepted since they have no note from my call on June 26th. I have the phone records on my end. No one internally seems to know how to fix my issue. Meanwhile, my credit score is being affected over their mistake

I called today to make a payment agreement and they refused to make one with me! I have had nothing but issues with your company!when they connected my internet service back in april, I was without service for around a month and they had put temporary lines through my yard that were suppose to be removed within a few weeks! we are at the end of august and still have the ugly lines going through my yard with also red flags! I have contacted them numerous times in regards to this and no one has taken care of it! my wifi is constantly bouncing in and out which I believe is caused from these temporary lines! also when I signed up for your service, I was promised a $200 visa card as a promotion and was suppose to receive it within two months of having service which I never recieved and that is false advertisement!!!! it has been a total nightmare doing business with you!!!!

signed up for Frontier FiOS Internet service and installation on August 17,2019 Before signing up, I told the representatives to make sure that the installation fee would be waived if I did self install and only would commit if this was available. I was assured numerous times that this would be taken care of and was even told that all I had to do was call in monday August 19 to tell them I am doing self install and the $75 would be waived. With that said I gave my social security number to the representative under false pretenses. I called Frontier's customer service today and was told that the fee could not be waived, and I expressed that I felt misled and lied to just to get me to sign up for internet service. I spoke to 3 different people after asking for a supervisor and the last representative tried to prevent me from talking to a supervisor. I cancelled my order because of the dishonesty.

Frontier made a recording of a conversation where they say I agreed to an early termination fee of my internet service. A three year verbal contract that would have begun in June of this year. The penalty of this termination would be over $1600.00.
I am disturbed by the amount charged for this but even more so, I am not being allowed to hear the verbal contract without a subpoena. If my voice is recorded, should I not be allowed to verify that I made this agreement? Would I have agreed to such a steep disconnect price? I think I would have remembered agreeing to such a number.
In the past, I have had issues with connectivity with Frontier and was in the process of replacing their service so I don't recall agreeing to any term, rather a month to month service. In any case, I feel it is my right to hear the recording as it should be anyone's right if they are recorded. Frontier claims their managers listen to the conversation and that is all that is needed to confirm. I don't think this is fair. Also, to not disclose the total of a disconnect fee isn't fair to the consumer either.
In addition, Frontier automatically attaches a contract for three years to any of their customers within a few months of their contract completion. Thus, they force customers into a three year contract unless the customer contacts them within a certain time frame. No notice of contract completion is given.
I am asking that Frontier and other corporations be required to share recordings and disclose the total penalty if service is terminated early.

On July 16 we sceduled installation of internet serv on July 30. They did not show up or call. After 3 calls that evening and 45 min on hold called again the next day. After being transferred to 5 people we got a return call with a msg left that they would be at the house on Aug 7. We called again to let them know that I could only be home on Tuesdays from noon on. It was then rescheduled for Aug 13. Started getting text messages to confirm install on Aug 7. Called again to verify the appointment was for Aug 13. I was assured the appointment was for Aug 13. The installers showed up at the house on Aug 8. We could not come home as we were out of town. The modem was left outside the apartment door. We got home late Aug 12. We set up the modem on Aug 13. It was not working. Called and they got it working. It worked for approx 6 hours. I could not get to their store for a new on until the following week. The new modem did not work either. Called again. They ran a line check said there was a problem with the outside lines and there would be a tech here the next day. They did not come. Called again and was told there was not a work ticket for the problem and they could not have someone to come check it for two weeks. I feel like all of this could have been avoided if they had come on Aug 13 like it was scheduled . The majority of the "customer service people" were rude and at one point my call was disconnected.

called frontier about slow internet an wireless going on the blink. an very slow it was suggested to install a second modom an a appointment was set up for august 22 between the hours 8am to 12. nobody showed up I called an inquired about 12;30 an was advised that they would be late but assured me they would be here. I called again at 4;45 an asked why no one showed up. I was informed that the order was canceled because there was another one installed next doo an too much for line. about half mile from our location a fiber optic line was stopped ; we hope to get a decent phone an internet. thank you

I started with Frontier internet service in January 2016 and the bill stayed the same at $39.99 every month. Then after repeated calls in April 2017 they got me to add FIOS TV service for at total bill of $133.65 but this amount continued to climb by about a dollar some months until March 2017 when it rocketed to $188.86. When I first agreed to add the TV service I was told that this introductory price would be renewed if I called to get the discount again so after a couple of month I finally got the bill adjusted to $138.43 and it stayed that way until Feb 2019 it went up to $141.13, the $145.11 in May 2019, the to $152.19 in July 2019. At this point I call Frontier on July 5 2019 and have a lengthy talk (45:43 mins) with the agent to get the price adjusted and was told that my bill going forward for the next year would be $124.19 plus taxes which I agreed to. Confirmation number ***. Then on Aug 3rd I get a new bill for $283.04. I immediately called Frontier and after 1 hour and 6 min conversation I was told that they could not honor the price I was quoted of $124.19 because the agent had made a mistake, so begrudgingly I agreed to a new price of $150.99 as I felt I was trapped. After talking to some friends I decided I had to sever my relationship with Frontier after being LIED to on more than one occasion. On Aug 8 2019 I called and cancelled my service and asked for an adjusted bill but was told there will be no adjustment and that I owe the full $283.04 even though the billing cycle is from 8/1/2019 thru 8/31/2019. I believe I should owe at the most for 8 days and at the $124.19 cost I was quoted. The cancellation order # is ***. MY account # is . Frontier was also billing me for what they call triple play which includes Phone, TV, and internet service, but I never had any phone service with them.

After receiving countless flyers of advertisement from Frontier Communications I decided to place a call and possibly take advantage of their offer. on August 20th 2019 I ordered internet service from Frontier. Below is a copy of the original confirmation of services ordered. Today I received a call from a frontier representative and was told that the internet speed ordered is not available due to not enough ports and that the internet speed will be much slower. 6MBPS. After waiting 34 minutes on the phone and talking to a supervisor I was told there is nothing they can do.

The original confirmation is as follows:

Please take a minute to review your order below.
Review your order:
***

Installation Date:
08/23/2019
Prepare for
Wiring Install

Arrival Window
08:00 AM - 12:00 PM

Services Ordered
Vantage Internet $34.99
Premium Internet 90M Tier
Router BB With TV $10.00
Amazon Prime Offer Ind $.00
Frontier Mail - Standard $.00
$100 Gift Card Offer $.00
Estimated Taxes and Other Charges

State Taxes and Other Charges $4.26
Estimated Monthly Total $49.25
One Time Charges
Equipment Delivery and Handling Fee $9.99
High Speed Internet Installation $40.00
Estimated Partial Month Charges (3 Days Proration) $4.92
Total One Time Charges $54.91
Estimated Next Bill Total $104.16

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Services are subject to applicable taxes, surcharges, and partial month charges, which are estimated above based on your bill cycle and scheduled effective date. Estimate is subject to change based on installation date, changes made after initial order, duration of discounts, usage, balance, adjustments and/or installments. DISH services are not included. Maximum speed for service at your location may be lower than the maximum speed in product tier. Service speed is not guaranteed and will depend on many factors.

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RI-NFDV-V28

I feel this was a bait and switch attempt at sales. now I need to call my outrageously priced internet provider *** and get connected again. What a waste of my time.

Our phone line has been laying above ground across a driveway for 1 year and they still have not dug it in. They told us if it gets cut again it is our bill but they don't do anything about putting it under or above ground like they need to so that it doesn't happen. We have contacted them multiple times with no luck. Their customer service sends you in circles, promises a technician, but then nothing happens. We need better phone service here in Southern Minnesota.

Land Line Phone Account
This is my elderly mother's land line (she is in NY) and Frontier has not been able to restore service since July 18, 2019. She is frail and lives alone and there are health and safety issues involved. They called and offered to bundle her phone and internet service and did so. The internet is working but it knocked the phone out and no one can explain why. After contacting Customer Service, she was given August 18 as repair date, nothing happened. We expected the phone line to be in service by the end of that day (7/18/19)! Now they say the expected date is Aug 28. Are they joking? I do not believe the landline can handle both as it was on two separate phone lines previous. THIS IS A SAFETY ISSUE - PLEASE HELP!!
BTW BILLS KEEP COMING IN SPITE OF NO SERVICE