Frontier Communications

I am paying for 6mb of internet service, since Jan 2019 I am averaging less than 1mb. I have contacted frontier communications at . I spend hours on the phone as they try to resolve the issue, each time Frontier says they have to send a repair person to my house. I have had a repair person come out and after doing what-ever he does he said it is fixed, if I have more problems I am to call Frontier which I do and they say that they try to fix the problem over the phone. Once they tell me that they cannot fix my problem. They tell me a repair person will call, which sometimes happen and sometimes not. When I call back to ask where the repair person is I'm told they don't have a copy of the work order. Then the process starts over again.I called on the 8-13-2019 with the same problem I was told a repair person would be out on the 8-19-2019 once again no one showed up. I called back was told no record this time I asked to speak to a supervisor and was assures that a technician would be out today 8-21-2019 no one showed up. So I called back and once again I get the run around asked for a supervisor named Rod employee number *** listened and said he would take care of it but could not give me a date/time because he didn't want to give me misinformation, so here I sit wait on a phone call for a technician to call.

Incorrect billing errors. Charged for returned equipment that was in fact returned that they misplaced . They then found equipment, admitted thief error , but still suspended my acct and disconnected my internet. Refused to turn it back on until I paid, I said I wasn’t going to pay because I didn’t owe it. Back and and forth this went many phone calls and waiting on hold to no avail. Finally I asked that they just cancel my acct. That didn’t happen. They finally credited my account for the returned equipment that they lost , then kept my account active, when I had asked for a cancellation. I then received bills for continued service which I wasn’t using, reconnection fees for wrongly being suspended and late fees! I contacted the company again about this issue and was told it would be resolved and I would only have to pay a cancellation fee of 9.99. Then I was waiting for the next final statement for that, but instead it said I owed $181.68 and it was being turned over to a collection company. I then called them to dispute that amount. They called Frontier and they are not resolving this . They say I have to pay by Sept 6th or it s going on my credit report, which I have a excellent rating! You don’t get a excellent rating by not paying your bills. Please help resolve this as this company has done this over and over to consumers from what I have researched. Thank you they shouldn’t be in business their customer service is the worst I have ever experienced, and they don’t care.

Dear Sir or Madam,
I received my first bill that had charges for the internet router that I didn't need, & the shipping of the equipment which I also didn'y need. I asked for the charges to be removed and I was told as long as you have the service, you must be charged for the equipment that I don't have and don't need.

Acc# ***-5

I have been without internet for 40 plus days. I have had a technician come to house on three separate occasions and the issue is still not resolved. I had an appointment for 8/19/19 and no call no show pushed to 8/20/19 again no call no show.

I have been paying $30 per month for internet and it hasn't worked for the past year. None of my devices work because the speed is so slow. I called them about this back in February and they did nothing about this. Pleas ehave them check the call log and listen to our recorded converstions. They thin just because im 83 years old and a senior citixzen they can take advantage of me to which they have clearly bbeen doing.

I havent been able to have proper internet for over 1 year. My daughter came over tonight to try and fix it as she is very tech savvy. She was able to connect but the speed is unbelievable. They are falsely advertising the speed.I know they have a tolerance but they are way below the tolerance. it is not in fact 15M/1M. It is much much slower. They gave me $10 retention credit to keep me as a customer but never rectified the issue. I want a refund for the months that I have been paying and I want better speed, and I should be upgraded. To be honest this is elder abuse in a way. I don't have that much income and can barley get by and Im paying $30 per month for a service that doesn't work. I'm furious.

I called to cancel my internet service with Frontier Communications on 6/7/19. The current monthly service period at that time began on 6/4/19 and I was advised the company does not prorate charges and I was responsible for the entire monthly amount. Even though I believe this is an inappropriate way to do business, I did make 3 separate attempts to pay this account. Each time I hit submit, I got an error message. I opted to wait for a bit to see if the payments went through anyway, and when confirmed they did not, I made an additional attempt. I finally called their billing number on 8/2/19 after I saw the payment did not clear. The automated service reported that my current balance was zero. I was able to reach a live representative and explained what I was experiencing difficulties in getting the bill paid. I was again told the account balance was zero due to a pending payment showing in their system. Again, this payment did not clear through their system.

Since my call to their center, I have received a bill showing that the company added a $10 returned check charge to the bill. I feel this is an inaccurate charge. The money has always been available in my account and I did not receive any notices from my bank that a charge was denied. Even if this is actually late payment fees that were mislabeled on the bill, I do not feel that I owe this because I have made efforts to try an pay this bill despite feeling that they should not be allowed to charge for an entire service period despite only using the service for 4 days. In addition, the reason I cancelled the bill was due to slow and unreliable internet service. I attempted to receive help with this prior to switching, but their service tech said the service I was getting was the best I could get. When told that I would start looking for a more reliable service, his response was "do what you have to do."

I have considered filing a small claims suit on this matter, but opted to start with a complaint through Revdex.com instead.

On 8/20/19 I cancelled my services with Frontier Communications after initially transferring my services and receiving a confirmation, only to have them call back 3 days later & tell me they don't service the area I moved to & that I'd have to find services elsewhere. Lisa [***] of the Frontier Communications escalation team took the 08/20/19 call and canceled the service as I requested and after she had done so, while placing me on a 1-2 minute hold, she returned to the line and advised me that there was no prorated bill despite me cancelling before the billing cycle was up. Then she informed me that there was an additional 9.99 "broadband disconnect fee" and lastly that I was in some promotional period & that it would cost an additional $51.61 because I did not keep the promotion for 2yrs.

I have been a Frontier customer for over 5 years, I move from *** in January 2019 after residing there for 14 plus years and was a Frontier customer for more than 2-3 years when I move in January 2019. I called Frontier to transfer those services to my temporary address***L. However, their rep messed that up & instead of transferring service like he said he did, he'd actually opened a new account instead. This had been an issue I dealt with for some time and it seems to have reared its ugly head. I was assured by frontier after over a week of calls that this issue was resolved & now their asking me to pay for their employees mistakes. There should never have been new service setup, just a transfer of existing service, which is advertised on the company's website.

Again, let's remember it was Frontier that called me after another of their representatives informed me that my services would be transferred to my new home only to receivea call from a young lady in their operations department 1 day before they were supposed to come out and transfer the service. This young lady instead advised me that they couldn't service my needs because Frontier doesn't service this area & that I would need to find internet services elsewhere.

I should be receiving money back as my bill is paid through September 3, 2019, and I shouldn't owe any cancellation fees 9.99 or promotion fee 51.61, since I never agreed to or should have even been place in some promotion., The error here belongs solely to Frontier and its employees.

Frontier continuously makes mistakes and then ask innocent consumers to foot the bill due, which is absurd. Please assist me in any way you can as this unethical behavior should not permitted.

I had internet service with Frontier communications and at first it was good paying for speeds up to 100mbps and actually getting around 90mbps, I had no problem with service for the first 6months. It began to become slower and slower over the next couple months and speeds were only reaching 6 to 7mbps, the service was horrible. I called in several times and over the next few months the problem was so called being worked on however my speeds remained at the lowest of all times and my bill remained the same. I called in to cancel my services. I had to call in for four consecutive months before my account was finally canceled, however I was still being billed. I was told that my account would be credited and I would not have to pay the remaining balance. (one rep actually told me that I would be getting a partial refund for prior money received) the services finally were cancelled and I was sent a final bill in the amount of $120.66 with a threat of it being sent to collections. I should not have to pay this bill. I wasn't getting the services that we agreed on at the beginning of the contract. it is not fair this is stealing from customers.

Since June I have experienced lack of telephone service and now no internet as well. Frontier cannot seem to confidentially keep my service running without any interruptions.

I cancelled my account in Oct/Nov 2018. I recently found a erroneous account on my credit report. Apparently Frontier fraudulently left my account open and then sold it to a collections agency, despite the fact that I closed the account. I now have a negative account on my credit report. I have been unable to contact frontier about this, the chat option on their site is consistently offline, they have no email contact, I have waited on hold for upwards of 30 minutes multiple times only for an agent or their automated system to hang up on me. I've tried scheduling a callback, but always get an error both online and on the phone.

I cancelled services due to dissatisfaction with Frontier on June 21st. My bill was paid through June 2019. On July 22 I got a bill for 10.97. I didn't think much of it and kind of forgot about it. I got another bill in August and intended to call them to discuss it. So today on August 20th I called customer service gave them my account information. (951-742-7134) and asked about the bill. They said it was for disconnecting the router. I said I wasn't aware that it would cost money to stop services. I asked about the remaining billing cycle days from 6/21 to 6/26 and she attempted to credit me but then said my account had been sent to collections. She connected me to the collections department and I asked them why I was in collections already when it had barely been 4 weeks since the first bill. She said she would connect me with the collection agency because she couldn't help. Then discovered that there wasn't even an agency listed for collections yet. She then sent me back to customer service telling me she would have them credit the account and take care of it. When I got back to them they said they couldn't do that. I asked for a supervisor at this point (45 mins into the call) and I stated that this should never have been sent to a collection agency. The rep stated he would get me supervisor. After several minutes he got back on and said the supervisor would be with me shortly. I waited on hold for another 47 minutes before becoming disgusted and hanging up.

This company has been a joke for years, but this summer has been inexplicable awful. This summer this company has been accepting new customers in my area with promises of faster internet, but fails to tell the people when they will get this faster internet. Instead of offering slower speeds of internet while people wait for the faster internet to be ready to be installed in houses, they figure that us people would be better off without internet for months, sometimes more than a year even, before they finally get around to upgrading your area (which makes sense since you go that long without internet sometimes even when you do have internet installed by them). While talking to an account manager earlier, she mentioned that people have been waiting on getting internet installed for 9-10 months and still have not received service. That to me is mind blowing that a company thinks that something like that is even remotely okay. This summer it took the company 5 no call/no show appointments before I learned that frontier was waiting on the new lines before installing my internet, and then refused to give me internet that I’ve had installed in the past 5 years of doing business with them during my unknown wait time. Each appointment had a 2-3 weeks wait after the last one with no explanation as to why this was happening, even after having to call customer support to figure out when my next appointment would be since the technicians didn’t have the decency to call me any of the 5 times. Their wait times in this area have been horrendous as well. An elderly family member with life alert set to frontier’s service lost their internet and phone, and was given a wait time of 3+ weeks. For normal internet troubles, a wait time like that is barely acceptable, but to make an elderly person wait that long when the service being down could be detrimental to their lives with no contact to the outside world in case something goes wrong is just unethical. It took multiple calls by family to get them to send someone earlier than scheduled. It’s been made clear by the company that they genuinely do not care about their customers and it seems like they refuse to change their ways. As someone with a business degree, it is puzzling as to why this company has been able to operate so inconsiderately and poorly for this long. The Revdex.com has rated them an F and most of their customers, like myself, are forced to use Frontier communications since they hold a monopoly in some areas, like mine, on cable based high speed internet. It is sickening to us that we can be treated so poorly and I will be encouraging more people to formally complain since my social media feeds are always full of complaints from other locals who are fed up with this terrible company.

We recently received a letter from Frontier stating that our plan provides us with 3.0 Mbps and our download provisional service is 3.712 Mbps. THIS IS pure hogwash!! *** have an app that determines our Internet speed and it is showing between 384 to 830Kbps, not even a full Mbps! We live in the outskirts of Bloomfield less than 3 minutes from the town proper. The hub for Frontier is within our property line and we have this *** poor service! To top it off, the company is charging us $130/mos.
The main fact that we are charged for a service that this company cannot improve on or properly provide is outrageous!
We tried other providers and either they are equally the same or unable to provide us the service due to lack of infrastructure.
We(as customers) are relying on Revdex.com to mitigate and if needed file complaints against these companies that are fleecing their customers for unreliable & *** poor service!
Thank your time and attention!

I have had no internet or wifi going on almost 2 weeks now , has been spotty internet since july 2019 up until August 8 2019 . I have begged this company for many many years to fix this problem and it's always the same outcome. Every year at this time my internet goes out for months and it's a constant battle to have it fixed! They call with their promises to resolve the issues and here I am again. I've called in a repair order and the earliest anyone can come is a month from now and told that advanced tech support would reach out 48 hours and NO ONE calls. This company is ruining my life with constantly setting for hours running their same old tests and nothing ever fixes the problem and then its a waiting game!

Purchased and returned multiple smart-mesh wifi extenders. No refund issued despite multiple assurances it was forthcoming. I have been proactive and called regularly regarding the issue to no avail. While the solution is coming within 24hrs (Supposedly, I've been told that before) I've exhausted my patience and am finally filing a complaint after repeated poor communication and service.

On July 22nd 2019, I contacted Frontier customer service to cancel my Internet service because I was moving to a new place on 8th of August, I asked for cancellation to be on the 9th of August and I was informed and confirmed multiple times during my call that I was not going to be billed beyond my cancellation date (9th of August) when the new bill would generate.
Confirmation number for my call *** Now after I moved out and was expecting to pay only for 1 week of august as agreed, the new august bill generated and they are charging me for the full month of august 49$ + an early termination fee even though I'm not under any contract and I've been their customer since 2015

I had *** and Frontier bundled, I cancelled *** TV service on July 27, 2019, I kept and paid my internet service with Frontier. Frontier was notified by me and *** numerous times because I had a refund of $71.35 from ***. My refund was sent to Frontier, they kept it and billed me for future service with *** that I no longer have. I have contacted Frontier several times and even have an order number of when it was cancelled with Frontier # ***! All Frontier has done for me is hung up on me several times and still saying I have a past due amount owed of $135.76 when in fact they owe me $71.34 from my refund at *** being sent to Frontier. The account .

On July 30th there was an outage of service caused by Frontier. I was directly told by Frontier customer service that a line had been cut and was to be repaired. I called back later that day due to late of internet service and Frontier router not working. I walked through their recovery steps several times with a technician and then told that line had been fixed. I still had no service and was tole by Frontier technician that I needed a new router. They would send one out, but would not send it over night. Once I received the router to call back and ask about a credit on my account. I had to wait for regular mail. 5 days later I received the router and installed it myself. I was without service DUE TO FRONTIER for 5 days. I called today, 8/19/19, for a credit on my account for service not rendered. I spoke to Nick from customer service and was told that in the "terms and conditions" I did not qualify for a credit. That Frontier was not responsible for any outages even if they caused them or it was due to their equipment. He had an attitude and said that if I had a technician come to my home I could have received a credit. I said I didn't know that otherwise I would have wasted Frontier and my time and had a technician come out. I asked to speak to his supervisor. Spoke with Dillon who said he was Nick's supervisor. He also said that he could not give a credit for service not rendered. I told him what Nick said and he said even if a technician came out they would not issue a credit. Nick then said he didn't say that and I said the conversation was taped and to listen to what he said, he said he may have said that and Dillon said this information was not correct. I then asked to make a formal complaint and spoke with Cindy, she said she would take my complaint and Nick would be reprimanded, but that she too could not give a credit. I cannot believe that a company can still charge a service fee for service not rendered by their fault and their faulty equipment. The consumer should not be responsible for a problem/service interruption that was clearly the fault of Frontier.

Frontier Communications
Frontier sent a person out to my house last winter,(i don't know the exact date) to set up high speed internet in my home. He showed up and wanted to know where my telephone wire was at. I told him that I had never had any telephone wires in my house and that he was supposed to install them. There was several feet of frost and several feet of snow on the ground,so he left. I never ever heard anything back from Frontier until Maybe April or May. I started getting phone and e-mail messages to pay my bill. I called Frontier several times to try to get something done with them. They did nothing for me, nobody ever set foot in my house, 40-60 minutes per call to get thru!! To this day, I have never seen a copy of what I was billed for. I have ask numerous times for them to tell me how much data I used, how much wire did it take, what kind of a modem did they use????? I did get my account canceled, but they will not credit me for the charges. I have a case file with them---***.
Everything we talked about should in that file. I can't get a copy of it. I talked to a Virginia C in June and she gave me her e-mail address back in June. Tried to get back to her a couple days later her phone was shut off and the email no longer worked. I don't believe you will be able to get an e-mail address for anyone at Frontier. I believe that is forbidden.
The last person I talked to was very helpful, he understood that I was being charged for something I never got, but he could not do anything but make notes in the case file with a dispute attached. Now I got a letter from a collection agency that is threatening action against me. I don't know what else to do. This is a nightmare, and I think that everyone in your office knows what Frontier is all about. They are not a good company.

I contacted Frontier Communications on 7/3/19 to cancel tv services and upgrade internet service. I agreed to a fee of $65 per month plus a small tax. Since my billing cycle had already started, I was charged for the month of July and told I would maintain my current tv and internet service until 7/30/19. I agreed. My tv service was cut-off on 7/16/19 and I called to explain that I paid for it until 7/30/19. I was told it would be reconnected. It was not. I called on 7/17/19 and worked with them for over 3 hours on the phone to get service restored. Finally after 3 hours and 6 minutes of mind-numbing communications, they restored my service. My bill for 8/23/19 showed up on my online account, and it showed that I was being billed for internet, FIOS Double Play (which I did not order), a wifi router (which I did not order). The bill came to $179.48. On 7/3/19 I was told my bill for 8/23/19 would be $65 plus some tax. I called on 7/22/19 to dispute the services that I did not agree to and the cost of service. I was told by Sheri that the services that I did not request would be removed and I would not be charged for them. I called again on 8/7/19 because my online bill did not reflect any changes. The services I did not order were still on my Account and billed at a cost that I never agreed to. Customer Rep Shi said that she would credit my account for the overcharges; she stated that I would receive a $222 credit. My tv service was cut-off 7/30/19 as agreed to, but my internet service was cut-off on 8/19/19. I received no communications from Frontier that they did not credit the $222 that I was told they would, so they cut-off my internet service. I called and tried to get the issue resolved, but they still insisted that I pay over $352. I will not. I do not owe them for services that I didn't agree to. This better not harm my perfect credit. I have been a faithful customer of Fios / now Frontier for many years. Their customer service is terrible, and the reps lie, lie, lie! They need to be held accountable for their incompetence!