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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Was informed there was service at my address location *** I had them make sure and double check before I went through with the service. They ran a credit check only to find out later from the technician there is no service at my address. I want the credit pull removed from my credit report since they lied to me. I have all of the chat transcripts.
Frontier Communications
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. advises that he placed an order to get new service with Frontier at his address and then when the technician came out he was advised that there is no service at his address. Mr. advises that a credit check was run at the time of the order and he wants it removed from his credit since Frontier could not provide service for him. Frontier has investigated the above statements and offers the following response:
Frontier advises they there is no specific plans to offer service in Mr.’s development at this time.
Frontier advises that a request to have the hard inquiry flipped to a soft inquiry was done on August 8, 2019 and this process can take up to 10 weeks sometimes longer to be completed. Frontier advises that we have no control over the timeframe.
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.
I opened services with Frontier Communications over the phone on 06/08/2019 and until 06/18/2019. During the 10 days of service I spent over an hour trying to resolve internet complications relating to speed and not being satisfied. I then had 2 different techs come out to test the speed and try to resolve the problem and to no avail. I was told by a retention specialist while canceling my account not to pay the higher bill I'm issued because they will prorate the credit so that I only have to pay for the 10 days of service I had. Every time I try to speak with a supervisor the agents are rude and the call is disconnected while I'm holding and nobody calls back.
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. advises she has a billing dispute with Frontier. Frontier has investigated the above statements and offers the following response:
Frontier advises we have issued a courtesy credit.
The adjustment request has been approved and will be posted immediately to the Ms.’s account.
Frontier has provided direct contact information if Ms. has additional concerns.
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.
We have experienced several long term outages with our internet service with no consistent resolution. In the last 5
years Frontier attempts to fix some of the issues by sending modems therefore we have several modems. They offer to adjust our bill for the outage but every time the bill is adjusted we are charged a surcharge. We have heard of several complaints from other customers in our area and on social media so this is known issue and needs to be resolved for customers. We are paying for a service that is not functional.
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint:
• Mr. advises he has experienced outages with his internet service and when adjustments are made there is a surcharge.
Frontier has investigated the above statements and offers the following response:
• Repair history located two trouble tickets
*** reported July 22, 2019 as no DSL. The ticket was closed July 31, 2019 as bad section, splicing connection.
*** reported August 14, 2019 as no DSL. The ticket was closed August 21, 2019 as equipment malfunctioning, line card. Trouble cleared.
• Frontier advises that Internet service speeds are based upon many factors, including, customer location, customer equipment, and WiFi network interference. Customer speeds may vary over time.
• Records show credits totaling $27 were applied to the account for service outage. Frontier does not apply surcharges when credits are applied for time out of service.
We are confident that our response has been sufficient to address these issues. If Mr. has any additional questions, please contact Laurene R, xt ***. We trust that this information will assist you in closing this complaint. If you have any questions regarding this complaint or Frontier’s response, please contact me.
I have been a Frontier customer for over 20 years. Several years ago the internet option in my rural area went from Dial up internet to a phone line DSL option. Since that time my internet and at times landline have been out for weeks at a time for a variety of reasons - all on Frontier's end. A mouse chewed through the cable in their box.., a $10.000 part had to be replaced, any excuse at all. Most recently my internet only went out sometime between 10pm 7/15/19 and 6am 7/16/19. I called customer service to report, and have been given 5 different appointments for a technician to fix the problem. No one has fixed the problem. Since this is actually the most recent outage, I have had enough and called on 8/1/19 to discontinue all service with Frontier. I spoke with Billing and Reactivation..both customer service reps tried to convince me to continue, even though the service was out, and it was at the 16/17 day mark with no end in sight. After a few days my landline was still working so I called Frontier - they couldn't end my service until the end of the billing cycle which for me is August 24th. How inconvenient for me that my internet didn't go out on the actual billing cycle end date to make it easier for everyone. Even though I have "terminated" all service, I keep getting text messages from Frontier with dates for the technician to come and repair the internet. It has been 4 weeks!!! I then contacted the Office of the President of Frontier via a comment/complaint section of their website, and have heard nothing. All I want to do is end this merry=go=round of NON Service and be done with it. On another side note - the billing customer service rep told me I could not receive credit on my bill for two billing cycles for the internet being out - even though it's currently out and into the next billing cycle, they say no credit for this on my bill. Unbelievable.
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. advises her internet was not working and had issues with connectivity.
Frontier has investigated the above statements and offers the following response:
Frontier spoke to Ms. on August 23, 2019.
Frontier advise Ms. that we have scheduled a follow up to review final bill and issue additional adjustments needed.
Frontier has provided direct contact information if Ms. has additional concerns.
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.
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,
***
I received the call as stated from a Frontier representative, however, one of the billing cycles in question just ended on 8/24/19, and I am not expecting a call back from this representative until Wednesday 8/28/19. The call with the rep will determine any amount Frontier has already, or will be applying to my account. Until this bill is received and full resolution is made by Frontier, I can not confirm that this complaint is closed out.
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. advises her internet was not working and had issues with connectivity.
Frontier has investigated the above statements and offers the following response:
Frontier spoke to Ms. on August 28, 2019.
Frontier issued out of service adjustment on August 28, 2019. The adjustment request has been approved and will be posted immediately to the Frontier account.
Frontier reviewed August 25, 2019 bill and all appropriate credits were issued.
Frontier has provided direct contact information if Ms. has additional concerns.
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.
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. As the business stated, the appropriate credits were applied to the bill.
Regards
Frontier DSL service is not strong enough to support the area of Jay, NY. We have had low speed, spotty services for 3 years.
Frontier ran fiber optic lines in early 2019. I ordered Fios installation on 7/6/19, Frontier scheduled appointment for 7/24/19 between 9 am and 1 pm. Neighbor waited 4 hours at house and Frontier did not show up or call. Received text at 5 pm on 7/24/19 rescheduling appointment to 8/13/19 between 9 am and 1 pm. Neighbor waited 4 hours at house. Frontier did not show up or call. I called Frontier - after many transfers and holds for 40 minutes, Frontier said not coming 8/13/19 - will be there 8/16/19 between 9 am and noon. My friends have wasted 8 hours of there time waiting form Frontier to show up and now will spend another 3 hours on 8/16/19 waiting for them. How Do I know they will show up on 8/16/19. Only a monopoly can treat their customers so carelessly because we have no alternative for internet service. We have paid full price for spotty internet for 3 years and now Frontier heedlessly does not keep appointments. I would like to be compensated for the 8 hours spent waiting for Frontier $120 and a refund of my latest bill for $43.98, and my first month on Fios free $$84.99. Which price is higher than their quoted price online.
Frontier Communications
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 she ordered Fios internet and installation was set for July 24, 2019 a neighbor waited four hours and no one showed up or called and received a text at five pm that Frontier was rescheduling appointment to August 13, 2019. A neighbor waited again four hours at the house and Frontier did not show up or call to advises that it would be missed. Ms. advises that she called Frontier and was told that no one was coming out today, August 13, 2019 and someone will be there on August 16, 2019. Ms. advises how is she to know that Frontier will show up on August 16, 2019 does not want to be waiting around for them again and would like to be compensated for the time. Frontier has investigated the above statements and offers the following response:
Frontier investigated and advises that Ms.’s order was scheduled for July 24, 2019 and was missed and rescheduled for August 13, 2019. A technician was dispatched on August 16, 2019 to work the order but he referred the order back because all the facilities for the upgrade were not there to make the new Fios internet service work.
Frontier advises that Ms.’s service order was completed on September 11, 2019.
Frontier advises that credit has been applied to Ms.’s account as of September 17, 2019 and she is satisfied with the resolution and has direct contact information.
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 find that this resolution is satisfactory to me.
Regards
I cancelled my service with Frontier prior to the billing cycle which I was charged for. I spoke with a customer service representative and disputed the charges and was told it would take several weeks for the approval or refusal of the dispute. Within 10 days of my dispute, my account was sent to collections despite never receiving notification of the dispute denial. I called again and asked to speak to management or a supervisor and was refused communication with such.
Frontier has investigated the above statements and offers the following response:
Frontier advises Ms.’s Frontier services were ported, to a different carrier, on May 27, 2019, with an effective due date of May 22, 2019. This date was chosen by the porting carrier.
When a customer ports the number to another carrier, all services are disconnected. This process is automated between Frontier and the other carrier. When a customer wasn’t to port their number, they advise the new carrier and then the process is done electronically, (behind the scenes by the two porting departments – LSR – local service records).
Frontier does not speak to the customer, therefore would have no knowledge of what services the customer would want to retain with Frontier, such as internet.
Frontier advises that customers are normally informed by the other carrier that they will need to contact Frontier if they wish to retain any other services with Frontier, other than the phone service.
Frontier advises the May 22, 2019 statement cycled and charged Ms. for a full month of services, $92.66.
When the June 22, 2019 statement cycled, Ms. was provided partial month credits for disconnecting the services, leaving a current balance due in the amount of $50.79.
Frontier advises a credit, in the amount of $50.79 has been applied to the account, providing a zero balance.
Frontier spoke with Ms. and advised of the above information.
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
January 2019 Frontier canceled my internet service when I contacted them regarding router issues. I spoke with their "office of the president" and was informed that the notes from that day indicated that we wanted a new router and that they were not sure why the internet service was canceled. They sent me a new router, provided a $20 credit to my account for the mistake, and renegotiated a 2 year contract with me at an agreed upon price.
The internet resumed service and operated for approximately 7 months.
July 14th , 2019 my phone and internet service began malfunctioning (phone stopped working completely on July 16th and Internet worked intermittently until July 29th then stopped completely). I contacted Frontier on July 16th and was told that a service order was put in to fix the problem. I was not informed that the service order was not expected to be completed until July 31st, which seemed like an unreasonable amount of time for me to not have phone or internet considering my wife is epileptic and needs to be in communication with her doctor. We live in the country and do not have cell phone reception. We have young kids and need to be able to communicate in case of emergency. The internet stopped working completely on July 29th. On July 31st a technician comes and repairs the phone line. Informs me that the internet should begin working within a few minutes. The internet does not begin working. I contacted Frontier. They informed me that the ticket was closed and that a new ticket will be issued to get the internet fixed by August 22nd. I was then informed that the reason the internet was working was because we canceled in in January and that I have not been paying for it for 7 months. They did not have record of my communications with them in January, but I do. They did have record of sending me a new router and crediting my account for the mistake. I have now been without phone or internet or both since July 14th and have no idea when they will address my issues. I have taken 2 days off work to meet the technician, spent more than 24 hours on the phone in a series of 15 phone calls. I have been lied to numerous times.
The Complaint states that:
Mr. advises that his Frontier internet service is not working. 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 Mr.’s services were restored on August 17, 2019.
Frontier advises that we have issued time out of service credit as well as a courtesy credit for the missed appointments that Mr. experienced.
Frontier advises that we were unable to reach Mr. to discuss his complaint. Direct contact information has been provided.
Frontier Communications charged me over $250 for increasing my WiFi services from 100MPPS to 200MPPS and after spending such a large amount of money the WiFi never worked and failed to deliver the specified speed. After several attempts to fix the problem, a new router was offered because I demanded a fix or I would canceled the account. They shipped a new router and the problem persisted. So I called to canceled the account because they failed to deliver the service.
The Complaint states that:
Mr. is requesting a refund for installation of an upgrade that he advises never worked. 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 Mr. contacted Frontier regarding speed issues on May 14, 2019, and his speed test results yielded a speed of 219 mbps download, and 206 mbps upload to his router.
Frontier advises that there were no installation fees for the upgrade in question. Mr.’s June bill includes the upgrade of internet and the addition of video services. Neither of which had installation charges associated.
Frontier advises that despite our best efforts we were unable to reach Mr. to advise of the information above. Direct contact information has been provided.
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.The statement indicating that test yielded over 200MPPS is completely inaccurate. I performed several tests myself, using the Frontier application and non of them resulted in speeds higher than 117MPPS. I wish I had printouts, but unfortunately, I did not keep any of them.
Regards
The Complaint states that:
Mr. is requesting a refund for installation of an upgrade that he advises never worked. 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 our position has not changed regarding Mr.’s complaint and no new information has been provided that would render a different decision on our part.
Frontier advises that we spoke to Mr. regarding his rebuttal on August 29, 2019.
We switched to Frontier Comm service (phone+internet double play) in mid-June, 2019, in response to a knock on our door. The guy said we have this promo going on and there is no contract so it's all going to be an easy transition. Both my wife and I asked again before we signed up for their service, "there's NO contract and if we're not happy we can cancel any time with no early termination fee of any sort, right?" He said, yes, that's right. We went ahead with the switch from our existing company to Frontier's double play service. It took a while for them to get the install done (end June) and hook up all our devices, one of which was Solar Panels Communication to the computer. The installer did not hook up the cable to the router/computer, with the result that the communication between our Solar Panel Inverter to the monitoring App broke down. We called Frontier several times to get this fixed, but to no avail. Frontier refused to come out to have this problem fixed. At times we had long wait times and even when we finally transfer to an agent, the call would drop, so we needed start all over again. Then we called Axium Solar, the company that installed our solar panels to get it fixed for a charge of $222.50 - a charge Frontier is reimbursing us. The data communication was lost for 2 weeks. Based on this experience (improper install, call drops, Frontier's unwillingness to fix the issue) we decided to cancel our Frontier service in mid July. Their equipment and cords were returned on July 19. With less than 3 weeks of service with frontier, we paid the first bill of $93.00. Recently came another bill for $109.83 (ETF of $95.49 plus taxes). Called Frontier couple of times again to get this billing/ETF resolved, but not successful. It was a surprise to see this second bill for ETF, as we were told prior to signing up for the Frontier service that there was no contract (&hence no ETF).
The Complaint states that:
Mr. advises that he is disputing the Early Termination fee associated with is service contract.
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 according to the sales contract initiated in writing with a Door to Door sales associate, Mr. was advised of the Early Termination fee associated with the offer for service that he accepted.
Frontier advises that despite our best efforts, we were unable to reach Mr. to discuss his complaint. Direct contact information has been provided.
Tell us why here...
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.
My wife and I had asked the door-to-door salesperson repeatedly about the "contract" of the Frontier offer and we were told that there was NO contract. The fact that they also messed up the scheduling and installation, Frontier should be responsible for the consequences of their action and helping resolve this amicably. I can be reached at , the contact number I had given them at the time of this offer.
Regards
The Complaint states that:
Mr. advises that he is disputing the Early Termination fee associated with is service contract. 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 our position has not changed, and there has not been any new information provided that would alter that decision.
Frontier advises that we spoke to Mr. on September 6, 2019 to advise of the above.
..
On May 23,2019, we contacted Frontier to cancel our service primarily because of the poor customer service we had been receiving since they took over from *** cable service. We had already contacted *** to begin cable service with them. We have the billing statement from *** confirming the date of service commencing on May 23. On June 3, (11 days later - an example of their typical service) we received a cancellation confirmation from Frontier. A few days later we received a bill from Frontier (dated June 2, 2019) for $177.62 to cover service for the month of June. We ignored it assuming that the cancellation had not been processed timely enough to stop the bill from being sent. We subsequently received another bill a month later showing a past due amount of $177.62. We then called Frontier to confirm that we did not owe for June since we cancelled ou service on May 23. They told us they would put in a request to correct the error & call us back to confirm (did not call us back). We then received a letter dated July 27, 2019, stating that we still owed $177.62 for June service which must be paid by Aug 7, 2019, or they would initiate collection proceedings. Upon receipt of this letter, we called them again, and again they said they understood what happened & that they would process a request to correct, & notify us when this was done. Again - no reply. We called them again only to be told their "system was down" and we would need to call back. Our 4th call was placed yesterday, August 12, 2019, we were told that our account had been sent to collections! Really! Keep in mind that each call kept us on the line for at least 30 minutes or more mostly "on hold". After all of our efforts, which would not have been necessary if they had just processed our cancellation in a timely manner, nothing was done by Frontier to correct their error. All we ask for is that we not be charged for service that we did not receive! Too much to ask apparently! Please assist us in this manner as soon as possible, as we do not want our credit to be negatively affected. Thank you in advance for your assistance.
Frontier Communications
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. advises that he called Frontier on May 23, 2019 to cancel his service because he was changing service providers as of that date. Mr. advises that he received a bill for another month of service even though he wanted to end his service on May 23, 2019. Frontier has investigated the above statements and offers the following response:
Frontier investigated and advises that an order was placed to cancel Mr.’s service on May 23, 2019 and it was dated to June 3, 2019 in error. Mr.’s bill cycle ended on June 2, 2019 and this is what caused his account to be billed for another month.
Frontier advises that credit has been applied to Mr.’s account on August 22, 2019 and he now has a zero balance.
Frontier advises that the Outside Collection Agency will be notified of the credit applied to his account and they will update Mr.’s credit report.
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.
Internet has been out since July 26th at our vacation rental property. I was told the 1st available appointment was August 13th. I told Frontier that was too far away and they said the only day to get it sooner was to schedule it that day and have them call me when a time opened up. I told them I live 1.5 hours away from the house so it would need to be a weekend appointment if they called earlier. On Wednesday the 7th I received a text at 4:16PM to remind me about my appointment that day from 4:30 to 8PM. I never had an appointment that day. I called them and was on the phone for nearly 2 hours explain the situation about renters not having internet or phone (an M-cell is hooked up through Frontier Internet). After 1.5 hours we were disconnected and nobody called me back. I called them again and after being put on hold for .5 hours I was told the tech department was closed. I was promised I would get a call back within 24-48 hours...not one call back. Since I was assured during those calls I still had my appointment on the 13th I decided to just wait for the appointment on the 13th. My sister-in-law was in town with her kids and was willing to go down to the property to wait for Frontier. I called Frontier at 12:06 PM today (per Frontier the appointment was from 8AM-12PM) and was told they would not be able to make it today because of a lack of technicians in the area. I was now rescheduled for the 26th of August. They never called or texted. No communication at all.
Frontier Communications
Thank you for referring the complaint of *** to our office for review. We appreciate him bringing this matter to our attention.
The Complaint states that:
*** states internet has been out at his rental property since July 26th and he was told the soonest appointment for repair would be August 13, 2019 which was way too far out. *** states he lives 1.5 hours away so he would need a weekend appointment. *** wants Frontier to fix the internet outage immediately and to send a tech when he is available. *** wants credit for the time internet has been out of service. Frontier has investigated the above statements and offers the following response:
From time to time and due to backlog of service orders and trouble tickets Frontier may temporarily freeze/suspend the ability to submit due date escalations for missed commitments and due date expedite requests.
Frontier spoke to *** on August 23, 2019 and after review found his ticket was completed and service was working.
Frontier issued three weeks out of service credit for internet outage.
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.
Frontier Specialist: Kelly E Department: Executive Relations
Two months ago an electrical storm struck the cabin area
where I live. The modem was fried, would’nt even turn on.
Frontier Communication sent me a new modem, Great Job!
This is where the nightmare began. The new modem never
had the internet light active. After 2 months (being billed)
I do not have service. I got on the phone with at least 20
people on the phone, none who could access my previous
notes. Let’s go thru the laundry list of what I’ve been going
through - There’s a wrong address on your accout, Your
account has been cancelled, We sent a Ping and your line is
fine, What kind of Modem do you have (5 Times), What’s your
name. Whats your phone #, Please hold (at least 40 times)
I don’t see an account by that name, Ok we’ll make you a new
account, next call I don’t see an account for that name sir. No
one could find any notes, and I know they’re there, the rep
told me they would save them. We need to have a number
for the Service call to call, One more time - There is no phone
with out the Internet! Yesterday I pleaded, Can’t you send me
someone to just check the pole and box on the cabin, you
don’t need me to check if there’s a signal, OK that will be a
month from now. I have been dealing with this an now I’m at
the back of the line. So now 3 months being billed, no service.
I need internet phone! I have Type 2 Diabetes, Severe high blood
pressure, Knee replacement issues, and early onset Macro Eye
Degeneration Eye issues I Need a Phone!! What happened to the
Great Guys that put the internet in! I have had great internet
for years WHAT HAPPENED!
Dear Revdex.com:Frontier Communications has received notification of a complaint
from the above individual. According to the complaint:Mr.’s modem was fried after an electrical storm two months ago.He spoke with many agents who were not able to assist him.He has no internet or telephone service and request repair.Frontier has investigated the above statements and offers
the following response:Upon further review we determine trouble ticket #*** is open to restore Mr.’s internet service.Frontier advises we have escalated Mr.’s service issues.We advise all efforts are being made to ensure his service is restored as soon as possible.Frontier technicians continue to work on this service issue.We further advise that our expectations are that all customers have a positive experience when requesting assistance with service or billing concerns.On August 27, 2019 we contacted Mr. to advise on the above information and was advised we have the wrong contact number of ***, listed in the complaint.On August 28, 2019 we contacted Mr. at and was unsuccessful in reaching him.Direct contact information was left on the voicemail service.We further advise a credit has been applied on Mr.’s account. Please allow thirty to sixty days for the credit to be reflected on a future statement.If Mr. has any additional questions, please contact the
undersigned.We trust that this information will assist the Bureau in
closing this complaint. Sincerely,Bridget G.
I left Frontier because they do not handle satellite internet, which they sold me more than 5 years ago. I signed up with no contract. Since that time they broke some sort of an agreement with *** not. My internet has not worked properly since last winter. Two repairmen from Frontier told me they do not service satellite and to call *** net. Now they are charging me 200 bucks for breaking a contract I never had that apparently auto renews every two years. I have also asked for some sort of reasonable credit for internet that didnt work for months. I also have a box of equipment that the *** people say they will want back for Frontier. Frontier sent a return box with a blurred bar code that the *** store machine could not read. One Frontier guy said a new label was on the way, the guy yesterday said they didnt want it and could NOT send a label, so I have a box of stuff I dont want.
Thank you for referring the complaint of Mrs.
*** to our office for review. We appreciate your bringing this
matter to our attention. According to the complaint: Mrs. states Frontier billed her for internet service that the company no longer supports. As a result, the customer terminated the service and was billed an Early Termination Fee (ETF). Mrs. has requested to have another return label mailed. Frontier has investigated the above statement
and offers the following response:Frontier repair records confirm the satellite internet is no longer supported from Frontier. Mrs. had no other choice to find another provider. The ETF in the amount of $200.00 has been reversed. An adjustment in the amount of $90.74 has been applied to the account to offset the monthly data charges from June 4, 2019. An order has been submitted to have a new return label sent to Mrs.. Once the equipment is returned to Frontier, the unreturned equipment charges will be reversed as well. We trust this information will assist you in
closing this complaint. Frontier apologizes for any inconvenience the customer
has experienced as a result of this matter. Thank you,Edna V. Executive Customer Relations
Horrible, I was supposed to have service installed on July 29th. After waiting the 4 hour window, nobody showed up. When I chatted with Frontier, the guy told me someone was on the way. Then an hour later I get text saying my appointment date was changed. I had to change that appointment since I was out of town.
On August 13, I waited during the 4 hour window and nobody showed up. When I called to complain, the lady told me some mumbo jumbo about the wrong piece was ordered and the soonest they could get someone out would be Friday. I asked for a 1 hour window so I wouldn't have to take another day off from work. She couldn't do that nor did she have a supervisor available for me to speak to. I'm not sure how they are still in business if they won't bothering hooking up new customers.
Frontier
Communications has received notification of a complaint from the above
individual. According
to the complaint:*** states Frontier was to install new service and the appointments were missed. Frontier
has investigated the above statements and offers the following response:Frontier records indicate, Mr. requested to install phone and internet. This installation of service request was cancelled due to delays from Frontier’s field and engineering team. Frontier attempted to reach Mr. to discuss of the above information but was unsuccessful. We trust that this information will assist you in
closing this complaint. We apologize for
any inconvenience that the customer has experienced as a result of the above matter.Sandra
P.Frontier
Communications
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.
The company never contacted me during either appointment. After each appointment window, I had to call the company and talk to someone. My complaint is they never let me know that they wouldn't be able to complete the appointment, instead I had to miss two days of work and nobody bothered to let me know.
Regards
Customer Name:
*** EkeyRebuttal Complaint No.:13767347Frontier
Communications has received notification of a complaint from the above
individual. According
to the complaint:*** states Frontier was to install new service and the appointments were missed. Frontier
has investigated the above statements and offers the following response:Frontier records indicate, Mr. requested to install phone and internet. This installation of service request was cancelled due to delays from Frontier’s field and engineering team. Frontier has attempted to reach Mr. to discuss of the above information but was unsuccessful, voicemail message was left which provided a direct contact. Should he wish to discuss his concerns please refer him to the undersigned. We trust that this information will assist you in
closing this complaint. We apologize for
any inconvenience that the customer has experienced as a result of the above matter.Sandra
P.Frontier
Communications
On April 19, 2019, after 20+ years of using Frontier, I closed both my internet and telephone number. On April 24 I verified with Frontier my account was completely closed, I did not need to return the modem. On May30 the account was paid in full. Then on May 10 I got a bill for $51.30 for a new internet number () which I had never authorized nor would I have because on April 18, 2019 Spectrum internet was installed at my home. When I called Frontier, I talked with Andrea who said this was an internet number that they just automatically gave me and should not have been opened. She ensured that this account was closed. Then on June 10 I got another bill for this bogus internet number, this time for $34.85. On June 20 I talked with Maritza at Frontier and she again apologized. She said the reason I received this bill was because I hadn't gotten a confirmation number for the cancellation (#***). So, as of June 20, this was COMPLETELY CANCELLED as per Maritza. Again, on July 7 I received another bill, this time for $34.33. I called and this time talked with Jordan. He told me that Frontier always sends out 3 bills after the accounts are closed and now there is $0! Yesterday I received a bill dated August 6, 2019 where I have been threatened that my "account is past due in the amount of $34.33". It goes on to say 'your failure to respond to this debt will initiate additional collection proceedings...late payments, missed payments,......may be reflected in your credit report. I just today talked with Kessie who told me that they can't do anything at the call center (where I have always called) so she said she put in a dispute claim.
Thank you for referring
the complaint of *** to our office for review. We appreciate her bringing this matter to our
attention.In the complaint Ms.
*** expressed concern regarding discontinuing service with Frontier
telephone and internet service. After
paying her account in full, she received a new invoice for *** which
she never authorized.Our records indicate the
customer ported out the telephone number *** on April 19, 2019, to
Verizon Wireless. However, prior to
porting out the telephone service, the customer was subscribed to Digital Phone
Unlimited and Broadband Max. When the
number ported out, the internet was placed on independent billing, as it was
not included in the port out. This
created a new account, *** which billed for internet only. Ms. should
have been made aware to cancel any additional products, not included with
porting out the phone service. We
apologize the process of notification was not effectively communicated with Ms.
***. The original account
and the new account (Cancelled June 10, 2019) are
both cancelled completely and have a zero balance.Attempts to reach Ms.
*** have been unsuccessful but messages were left when called. Should Ms.
wish to discuss this matter further, I can be reached at EXT
111-3143.Sincerely,Felicia T.Executive Customer
RelationsEXT
111-3143FRONTIER COMMUNICATION
This is regarding my over charges bill by Frontier communication. I explained blow
Thank you for referring the complaint of *** to our office for review. We appreciate him bringing this matter to our attention.
In the complaint Mr. expressed concern regarding the billed charges on his account. He advised he did not sign any agreement. He was quoted $55.00 and four calls for 35 minutes was $236.95.
Our records indicate Mr. contacted Frontier on May 14, 2019 and the representative Michael assisted him with the order. He initially inquired about internet, but Michael informed him he could get telephone and internet for $45.00 per month, plus the router modem at $10.00; which would bring his total to $55.00 before taxes and other fees.
Mr. was informed during the call, the monthly service would be $45.00, the Modem/Router would be $10.00, and he could have unlimited long distance; which included calls throughout the US, Canada and Mexico. He the inquired about international calls and Michael asked where he would be calling. Mr. answered India, Italy, Cambodian, Europe, etc. Michael advised him the plan would be $6.99, and the calls would be .5 - .10 cents per minute.
Mr. asked if these charges would be on a contract because he did not want a contract. Michael informed him he could have these same rates without a contract.
On August 30, 2019, Mr. was provided the information above. He advised he only called to inquire about service, he did not request service to be installed, yet he allowed the technician to install the service. I informed Mr. the rates are valid and because he declined the international plan, he was charged casual rates of $6.77/minute to India.
Mr. was advised the above information would be submitted to the Revdex.com. He is not satisfied with the resolution.
Should Mr. wish to discuss this matter further, I can be reached at EXT ***
Sincerely,
Felicia T
Executive Customer Relations
FRONTIER COMMUNICATIONS
We pay for the best WiFi package they offer for our area and we do not receive half the speed they advertise
Thank you for referring the complaint of Mr. to our office for review. We appreciate this matter being brought to our attention.
Frontier has investigated the above statements and offers the following response:
Frontier advises that Internet service speeds are based upon many factors: including network congestion, customer location, customer equipment, and WiFi network interference. Customer speeds may vary over time.
As stated in Frontier’s terms and conditions, actual Internet speeds may vary, and any speed advertised is not a guarantee. Frontier’s promotional materials also clearly state that “Actual speeds may vary and are not guaranteed. Service subject to availability.” As a result, Mr. is subscribing to the service tier for service as fast as 12M/1Mbps and receives service as fast as 12M/1Mbps.
Mr. may contact our Technical Support department directly at 1/should he require further assistance with the internet service.
On August 20th and 28th, 2019 I attempted to speak directly with Mr. regarding his concerns. I reached an automated message that the person you are calling has not set up voicemail service.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that the customer may have experienced as a result of this matter.
Sincerely,
Stacey M.
Frontier Executive Relations
Set up to receive service at my business location. Couldn't get to me for 3 weeks. No problem. Close shop on day of service to be set up. Pay front desk to be there. Service time was from 9 am to 1 pm. No calls no one shows up. Then change time from 3-8. No call no show. Reschedule me for 4 days later between 1-5pm. No call no show. I call customer service was repeatedly hung up on. Finally talk to someone was told my appointment got pushed back again to 3:30-8 pm. Its now 7:37 pm no call and no show. If I opt out of service I'm charged for year long contract. No one else offers internet in my town. This company is a joke!!! And now I'm at their mercy. Bad thing is I've already ordered business cards signs flyers all with the number they assigned to me when I set this all up. Ridiculous. I'm contacting newspapers and news stations as well. No one in this town can get anywhere with them
Frontier had found that the customer had taken over an existing business that had Frontier phone and internet under a term bundle discount on the date of December 15, 2018.
The change of ownership was done through a formal Supersedure form. Under the terms of service for change of ownership it advises that the incoming customer would acquire all services associated with the outgoing responsible party. This is item six on the Terms and Conditions of Transfer of Service.
Item six of the supersedure form reads “New Customer assumes all responsibility for any and all contract”.
Frontier had found that the termination penalties are valid and sustainable. However, Frontier had found that the customer was missing $75 in promotional discounts due to a clerical error.
Frontier had advised Mr. on September 6, 2019 that the cancellation charges would be upheld, but that a request was submitted to credit the $497.50 in missing promotional credits from the December 15, 2018 service date through the date of cancellation.
Frontier had approved the adjustment on September 9, 2019 in the amount of $497.50. This leaves the account with a revised closing balance of $2,206.94. Frontier contacted Mr. on September 9, 2019 to advise of the approval of the adjustment.
Frontier acknowledges the delays for installation and apologizes for the inconvenience this had caused Ms.. • Frontier had applied a credit of $100 to the business account on August 30, 2019 due to the missed appointments. • Attempts to contact Ms. were met without response.
Called on 26July to get service & was told then I’d receive amazon prime free for 1yr & $100 free Amazon gift card- 02Aug technician came & we were told we’d have to have a line dug before service cld be installed, so 12Aug the contractor came and dug line & service tech was scheduled to come between 1-5
I left work 4 hours early to have him cancel on my way home because the line had not been dug yet, well I get home and my neighbors tell me a line was dug this AM around 0830-0900?!?! So I try to call tech back and leave messages and then tried him again this AM, 13Aug. He told me yesterday that he’d be calling me back yesterday or this AM with a new date/time for the service to be installed. So I call the main frontier# this evening and the technician has totally cancelled my order?!? So I have to get a new order put in and now I’m no longer able to get any promotions?!?! Each time calling them I have been on the phone for over an hour and half and I’m not asking for anything but the internet- I live in a rural area and Frontier is the only service in this area or I would have cancelled from the very beginning- I’m giving false promotions so I’ll sign up and then nothing is being done when I ask they said that since they are having to place another order I can no longer get that promotion?! Pls can somebody please help me with this freakn ripoffs!!! Thanks so very much for your time
The Complaint states that:
Ms. advises she was promised a $100 gift card and Amazon Prime free for a year when signing up for service that she has not yet received. Frontier has investigated the above statements and offers the following response:
Frontier apologizes for the inconvenience this issue has caused. Frontier advises that the products that Ms. subscribes to are not eligible for the $100 gift card promotion or Amazon free for 1 year.
Frontier advises that despite our best efforts we were unable to reach Ms. to discuss her complaint. Direct contact information has been provided via voicemail and email.
In 2018 I canceled all the services I had with Frontier Communications after several unsatisfied incidents. I was double charged for old equipment taken by their service technician upon upgraded replacement. I paid the charge, I returned all my current equipment to their physical store location and confirmed a full cancellation of services. Soon after I moved residence and would receive periodic emails notifying me of a credit I had with the company. Assuming this was a marketing tactic and me dissatisfied with their service, I no longer wished or needed their services; I disregarded their email.
A year later I receive a Bill for 200+ dollars. I have not lived in the location or used their services since I cancelled and returned all of the equipment. Over the last few months I have called several times, explained the situation, and each time I was informed that my account was never cancelled, only placed on vacation, and that I would get a manager call back to reverse the charges since no service has been provided for over a year.
I have never spoken to a manager. Frontier refuses to cancel my service and is consistently extending their "investigation" time.
The last time I spoke to a representative, I was recommended to pay the charges and wait for the investigation to be over with the hopes the it ends in my favor, but that there was no guarantees. I was informed that if I do not pay the charges they will be sent to collections despite the dispute and ongoing investigation.
All representatives have ensured me that every phone call was recorded but that only a manager can listen to the call. In today's most recent call I was informed that it takes about a month to retrieve a call and that calls are only stored for 3 months. Those calls have evidence that a representative has promised to cancel and reverse the charges, but never did.
The Complaint states that:
Ms. advises that she is disputing her final balance with Frontier. Frontier has investigated the above statements and offers the following response:
Frontier apologizes for the inconvenience this issue has caused.
Frontier advises that our records indicate that Ms. requested cancellation of her service on August 29, 2018, however her services were instead suspended in error.
Frontier advised that we have issued a credit for all charges following Ms.’s original cancellation request date of August 29, 2019.
Frontier advises that we have issued a refund check to Ms.. Please allow 7-10 business days for receipt.
Frontier advises that we spoke to Ms. on August 28, 2019 to advise of the above.