Frontier Communications

On August 2, I called Frontier to upgrade my internet package at home. Our internet service is horrible, so I wanted to give them one last chance to see if this makes a difference. I've been a customer for 15 years. I talked to a representative and scheduled a technician appointment for August 13, between 8:00 am to 12:00 pm. I received a conformation email that day, noting the date and time of the service upgrade. I took a day off from work for this to be completed. Nobody showed. Our internet quit working that morning as well, which I thought might be part of the upgrade. At 11:45 am that morning, I got an email from Frontier noting my new equipment installation, and change to my monthly bill, even though this service was never done. I spent the entire afternoon of August 13 trying to get a hold of Frontier, but constantly being given the runaround about what happened. I was probably on hold at various times for over an hour. That evening, I finally was able to speak to a retention specialist who I explained everything to. I told her I wanted to close my account from Frontier and to drop all services. She complied and understood my frustration. I also told her that my current bill had better reflect the service I last had, not what they thought they installed. My bill has yet to be fixed and my telephone at my residence is still active, almost a week after I cancelled all services.

I recently put in a complaint about a discount. I terminated my services and Frontier agreed to refund my money of 72.05. When I spoke to someone after I filed the complaint she stated she put in for my refund and that I should receive it in 72hrs if I haven’t callback I waited to the following week I called back it said I had a balance of $8.39. The refund was applied to a bill for August although I canceled my services in July. When I called I was hung up on after waiting 10 minutes the second time I called I explained the situation and was told they would not refund my money because that’s there policy I told her that I had spoke to someone who contacted me after I filed the complaint and stated it would be refunded in 72hrs I would receive a check. I was told again they would not refund my money I asked to take it higher because I’m tired of dealing with Frontier she told me I could contact the president and to go online to do so I asked for her supervisor and was told it would be a long wait.

The date my service was installed the technician has issues and it took approx 7 hours to do the install. I was told by the technician that he could not achieve my requested internet package speed of 90mbps and that I would be lowered down to the next tier pricing. When I received my bill I was being charged for the 90mbps service which I don’t have. On Saturday, August 17, 2019 my service stopped working. I was on the phone with technical support for over an hour and they could not repair the service and said the soonest a technician could come was Monday August, 19, 2019. I use the internet for my job and I had to go to a friends house all weekend to do my work. I tried to cancel the service and was told that I would have to cancel the service request first, so I did. I called back Monday Aug 19, 2019 to cancel the service and the hotline said that a technician was at my residence repairing the issue now, however there was no technician as I am home at this time. I have called and been on hold for hours trying to reach someone. This is totally unacceptable and I want the service terminated and all charges dissolved including the installation charges.

I canceled my service effective 5/28/2019 because I moved. Frontier continues to bill me for services I never used beyond the date the cancellation/disconnect was to take place. Now they are threatening reporting it to a collection bureau.

I called in July and wanted to switch to just internet. I was told I could not do that, I had to pay a $75 service fee, an agent would need to come install it, and I would start as a new customer. This was done, and I was told my internet would be $58 month. I have yet to receive a final bill for phone and internet, I see NEW customers pay $37.99 for what I'm paying almost $60 & when the technician arrived he stated there was no need for him to even come out as I already had everything in place & modem could've been mailed to me. I also do not have internet at this time. Since I'm a new customer there is no past due amount yet I have a feeling my service has been disconnected.

Initial install was set up for self-install, couldn't be done & tech had to come out. Out of service for 5 days. I called a week later to adjust billing and add 2 phone lines for my new business as well as an upgrade in internet speed. When tech came out, he didn't know he was doing a phone line. After he completed installation, I asked about where to plug in my second phone line. He said there was no work order for second phone line so I'd need to call in. I called in and spoke with an agent who tried to get me to do a credit check, charge me a security deposit. I asked to speak to a supervisor & did after waiting almost 2 hours on hold. I explained all the issues we had, that if someone else needed to come out, I shouldn't need to pay for this tech visit. I was told by Bridget that this was a non-negotiable fee. I asked what she was going to do to make this up to me and she said nothing. She then scheduled a second tech visit (my third total). She then transfferd me to tech support because my internet speeds are worse than they were before. All of a sudden, she said "What's this phone number?" I explained it was my new phone number and she explained she had just undone everything they had done beforel

I’ve had to call them 4 times in the past 3 months due to billing issues they had someone else’s card on file for some reason and said I was not making payments o was on the phone for 3 hours about one issue and was hung up on once because the person in inidia said they did not understand me and were rude. I have not once heard from a supervisor after asking to speak to one multiple times. They still try and charge me late payments and have now shut my internet off 2 times and every time I finally get ahold of someone who isn’t completely lost they have to apologize and say the problem is on their end and it’s not my fault then insure me it won’t happen again. Obviously that’s not the case. This has been the biggest headache and worst customer service experience I’ve ever encountered in my entire life

Frontier Communications is an internet company provider who we have started a subscription. The company installed service on 7/25/2019 and dropped a line temporary above ground, the line runs through two of my neighbors yards, both of their drive ways, across our yard and our driveway. We were told this line would be buried within 24 hours. Today's date is 8/19/2019. We have contacted Frontier 6 times regarding this issue, each time to be assured that the line would be buried the next day, the average phone call duration has been 1 hour and 45 mins. Needless to say Frontier has not met their agreement. Understandable our neighbors are outraged and have stated they are going to filed a complaint with the city.

This company should be reported to the FCC or whatever agency controls their business license to operate anywhere in the US. They are liars and cheats their customer service people are trained to sound sympathetic, empathetic and offer anything but resolution to your problem. I had phone service for 14 years with these people and when it was terminated due to the death of my girlfriend and I had it put in my name (cost me 92$ plus pay off old bill 65$) I am supposed to have digital long distance (goes with the phone service) but don't have it. Customer service has done nothing but lie to me. Now they want to send out a tech to check the phone (nothing wrong with the phone for 14 yrs.) and they will probably want to charge me for this service which is already included in my phone service. I have been 2 weeks dealing with sympathetic lies from these people. I gave 1 star simply because its the lowest rating.

The only times I have had positive interactions with Frontier it has preceded them majorly screwing up my account. I think to myself, wow that was so easy. Then a few days later I experience thing such as: my service being disconnected six days early, my billing being incorrect, autopay being disabled.... And it often takes hours of my time over multiple days to get the problems resolved because whoever "helps" me just makes the problem worse. I wish I could give zero stars, I have never dealt with such an incompetent company with such terrible customer service.

The worst excuse for customer service in the last 31 days we have been out of service 27 of them. 3 missed appointments...not a good company any more.o

We were forced to choose Frontier as our carrier in April 2019 because the complex we moved into won’t allow another company. We wanted *** because of the quality of their service and great customer service we had with them. We didn’t know the restriction until we sere signing the lease here that we had no choice. This also seems like a questionable business practice. Since day one out service has been less than acceptable. TV, telephone land line, cable and internet is the bundle we chose. We don’t use the land line but can’t watch tv between 6pm and midnight any day of the week because the connection is so poor that it makes me nauseated. It is poor during other times each day but not as severe. I have never bee. Able to reach a live representative and after sitting thru 22of 29 customers ahead of me the internet failed and my pending chat session vanished. I was informed that I was now 27th in the waiting queue. tonight the service remains the same and I was able to teach a live person for a chat. She informed me that there would be no way to help me tonight because of a systems update on their end. I asked to be contacted by a person when the issue was resolved. Her response was that they do not offer that. I would need it initiate a new chat tomorrow morning when we do

I am trying to figure out why my bill is so high I miss one payment and my bill is like 400.00 and something so I am not understanding that. I can see if I never made a payment at all but I been making a payment every month on my bill so why is it so high in order for me to pay that amount I need to make a payment arraignment.

I have contacted Frontier for several months regarding both my phone and internet service. I just found out a few months ago they charged me a service fee for “fixing” my phone line supposedly. My home phone has not worked for almost 7 months. It worked in spurts and when it did work we had a cross line with the neighbors line. I have no idea how I am financially responsible for their own lines elsewhere, plus it was never fixed and finally just disconnected my phone service due to the problem not being fixed. My internet was also intermittently working as well with the worst connection. I specifically requested a refund for a $91 charge that apparently some worker entered as fixing the problem; apparently workers can lie and falsify service when they never even came to my home but claim they did. I called on two occasions requesting to dispute this issue and still no email and the promise to fix the problem; on the third request they claim no record of me calling. How does this company still operate by being deceitful, abusive, and continually harass for payment of services that were never rendered? I am now writing to the corporate office to continually challenge a charge they falsely charged me. If I had a choice I would cancel my internet with them but the lovely State of West Virginia has limited options.

Frontier disconnected my service a month ahead of schedule - and we lost our phone number that we have had for over 30 years. Besides that, which was awful - but not the basis of this complaint, they are charging me $141 for the month of August. Service was disconnected July 30th - we have had no service for any days in August. I checked with them, and they confirmed that the bill was for August services. I opened a dispute, because obviously they will realize this was a mistake, but never heard back from them. I am refusing to pay this bill since we did not have service at all in August. I did mail back their equipment - and kept receipts just in case that comes up too. We are moving, and have had no phone service the past 30 days due to their error. I certainly don't think I should also pay for this lack of service in August.

I have been paying $228.66 per month. In July my payment went up to $279.89. I called Frontier and according to them some of the promotions fell off. They couldn't bring my bill down to $228.66. I told Frontier I would cancel the service and find a provider that is cheaper. According to them, I am under contract. If I am under contract with them, they will charge cancellation fees. I have never signed a contract with Frontier. I have never agreed to any contract with them verbally. I used to be with *** wireless which was bought by Frontier. I had the service for so long with *** Wireless that there was no contract involved. It is month to month. I have never agreed to any contract involving Frontier Communications.

When I first initiated server with ***, I purchased the FiOS router from them to avoid having a monthly lease/rent charge. When Frontier took over ***'s FiOS business, they began charging $10.00 per month for the router. I have called over a dozen times to have the billing corrected. Each time, the person on the phone credits my account for the charge, but the charge always reappears the following month.

Poor service without internet 10 days. Called 8/11/19 for service tech to be out 8/16 11-3pm. No show no call. Called tech support lied to could not give answer spoke to 5 different techs and 3 supervisors. They made new appt 8/17/19 without my knowledge until I called them did not show for that. Was told manager would call me back. Still no call. Called twice about tech and no call now being told that dispatch department is closed. 2 days and still no idea when or IF it will be repaired. DO NOT USE FRONTIER COMMUNICATIONS NO REAL SERVICE, NO COMPETENCY AND YOU WILL REGRET IT. NOBODY WITH AUTHORITY THEY CALL YOU SUPPOSEDLY!!

I have contacted the company numerous times in an attempt to cancel my service and return their equipment. I have spent more than three hours on hold in the time I have tried to contact them. They have assured me three times that a postage free box would be sent to return their equipment. To date I have received nothing and refuse to wait on hold any longer.

Here we go again! I have never in my life dealt with an incompetent and ridiculous company! I filed a complaint, already, with Revdex.com and it took that to get Frontiers attention!
Richard, from “Executive” relations contacted me. I contacted him back, with a good time to call. Of course, he called back when I was at work. I tried calling him again and left a message, no call back.
It wasn’t until I received an email, from Revdex.com, that due to my not responding, the case was closed and Frontier states the rectified the issue?! I even called the gentleman affiliated with Revdex.com, and this case. He too has not called back!!
So they closed my complaint, without even speaking to me. I know it wasn’t rectified, because my refund is not in my bank, as requested!

Now I sit, 7 modems later and 5 technicians. INTERNET IS OUT AGAIN.
THATS OVER 600 interruptions this month and its only the 17th of August.

IM DONE!!!