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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I have had a problem with being disconnect from my internet but not the modem for about 6 months now. I have repeatedly called tech support, had a tech out to check the lines, etc. and the problem is still on going. It does not matter the device I connect with, all of them suffer the same problem. I called tech support once again, simply to request a new modem be sent as that is the only thing that has not been done yet. They wanted to go through the whole riggamarole of checking the line, checking the equipment, etc. the usual list from their playbook. I simply wanted a new modem be sent to replace this one. Every time I called, it was the same thing. When I ask to speak to someone a little higher up, I was disconnected. When a new service is available in my area, I am dropping Frontier like a bad habit!
Providing service to neighbors but refusing to provide service to us.
Thank you
for referring the complaint of Mr. *** to our office for review. We
appreciate Mr.
*** bringing this matter to our attention.The
Complaint states that:Mr. *** advises that Frontier is
providing service to his neighbors but is refusing to provide service to
him. Frontier
has investigated the above statements and offers the following response:Service
is subject to technical line qualification. Service is not available to alllocations,
and may not be available at certain speeds (or at all) at your location,even
if Service is offered in your area or our initial testing indicated that your line
qualified for a particular speed or serviceFrontier
advises that if Mr. is requesting service at the address referenced in this
complaint, our initial line address qualification shows that, service is available
at this location. Frontier
attempted to contact Mr. but was unsuccessful, Frontier left voicemail
messages and sent an email with direct contact information.We trust
that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. Surber
has experienced as a result of the above matter.
Hi, first of all I had to drive 10-12 miles to be able to get cell service so I can contact you. It is very frustrating that I might miss work because I can’t get my schedule. Almost everything (pretty much everything) is on the internet. I work in a pharmacy and my schedule could change day to day or I need to come in to fill in. I can’t be reached. My landline phone service has interruptions weekly, biweekly. Honestly very frequently. There is no cell service at my house. My husband has serious health issues. I can’t call home when I am work because no phone service or he can’t call out. I had times that my phone was out fir 3 weeks. I don’t mean to use covid 19 but I never stop working during or called of. But as I said earlier it might happen that I miss work because I cannot be reached. My internet is trough the same company. Now that I think back I haven’t had a day that my internet service didn’t cut out on me when I was at home working on it or entertaining myself. It could last for hours- no internet...... This time I lost phone service Wednesday. Today Sunday morning. Nothing. It hasn’t been fixed yet. I had a flat tire the other day I couldn’t call my husband- no phone at home - to come and get me. After 10 hours at work I really don’t want to keep calling around who could give me a ride home. Very upset, disappointed, sad, mad and worried if something happens how to communicate?!?! All of hour family members either in another state or country. No way they can contact us....
The Complaint states that:Ms. advises
that she is currently out of service. Frontier has investigated the above statements and offers the
following response:Frontier advises that we apologize for the inconvenience this issue is caused. Frontier advises that Ms.’s phone and internet services were repaired on June 29, 2020. Frontier advises that time out of service credit has been issued for the period of June 23, 2020 – June 29, 2020.Frontier advises that we spoke to Ms. on June 30, 2020 to discuss her complaint and advise of the above.
Requested service due to failure of phone line; representative fixed it on 2/28/20; 3/19/20 bill from utility included unauthorized and unexpected 'tech labor' charge of $155.84. Their line; their problem, not ours. Called them; representative said that supervisor would removed charge from our account. They did not. Since then, 3 months of late charges of $9.00 each. I've sent to letters, but have no response.
Frontier CommunicationsThank you for referring the
complaint of ***
L. *** to our office for review. We appreciate Ms.
bringing this matter to our attention.The Complaint states that:Ms.
*** advises that her telephone was not working, and a technician came
out from Frontier on February 28, 2020 and fixed it. Ms. advises she was billed for a
tech labor charge of $155.84 on her March 2020 bill statement. Ms.
*** advises that she has called Frontier and was told that the
supervisor would remove the charge from her account. Ms.
*** advises that the charge has not been removed and she has incurred
three late charges for a total of $27.00.Frontier has investigated the above
statements and offers the following response:Frontier investigated and
advises that credit has been applied to her account for the tech labor charge of
$155.84 and credit has been applied for the three late charges in the amount of
$27.00 for a total credit of $182.84 as of August 3, 2020. The credits will show
on her next bill statement that prints on August 19, 2020.Frontier communicated the
above information via email and included 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.
Numerous complaints and calls made regarding service failure. We are constantly without internet service and phone lines are continuously full of static. Frontier will NOT offer refund or fix the out of date copper lines and update to current fiver optics. They also refuse for *** to lease the poles on our road to expand service providers. We pay way too much for no service and their technicians even claim it is due to outdated lines.
Frontier CommunicationsThank 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 has been experiencing connectivity issues with
her Internet service from Frontier and her telephone line is full of
static.Frontier has investigated the above
statements and offers the following response:Internet speeds are based on
multiple variables including limitations of the computer, wiring inside the home,
time of the day, distance from Frontier’s equipment, among other things.Frontier also advises that
the available Internet speed depends on the distance from the nearest Frontier
serving mode. Ms. Johnson’s locations is
over 21,000 feet from the nearest Frontier serving node. Frontier tested the access
line on July 9, 2020 and everything was clear outside and the Internet testing
was good for being over 21,000 feet,Frontier advises that it is
continually working to improve its network and its customers’ experience;
however, Frontier has no specific plans for upgrades in Ms. Johnson’s area at
this time.Frontier communicated the above
information via email and included 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.
We have had phone and DSL internet service through Frontier Communications for approximately 10 years. Our account number with Frontier consists of our phone number plus seven digits. The internet service was unreliable and I learned through many technical support calls that their overall level of service was poor. Given this, we recently changed to *** for internet, although were initially going to keep Frontier for voice. However, when we asked Frontier to terminate internet service, they also turned off our voice service, even though I told the agent we wanted voice service to continue and the agent confirmed this to me. When I called back to ask that voice service be reinstated, they told me that we did not subscribe to voice service and that they could not provide that to us without having a technician visit our house. I pointed out that we have had both voice and internet for a decade and asked that they simply reinstate the service that we'd had. They said that they would do this, but our voice service never came back (not sure about the internet, but I didn't bother checking). Given my frustration with Frontier, I decided to switch our voice service over to ***. When *** tried to port the phone number over, they could not because the line was registering as not in service. We've had this number for close to 50 years and very much want to keep it. When I called Frontier again about restoring voice service, I was told that we did not have the necessary equipment. To get voice, I would have to have new Frontier equipment installed in my house, a technician visit to do this and a new service contract with Frontier. I do not want Frontier service or a new Frontier contract. All I want is for my historical phone number to be released to that it can be ported to ***. Frontier refused to assist with this.
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 previously had home phone and
internet service with Frontier.When he cancelled his internet service, he was unaware that it
would turn off the phone service automatically. He then decided to switch his phone
service to another provider but was unable to do so, since his previous
phone number had to be activated so that he could port it out to the other
provider.Mr. advises he needs Frontier to activate his previous
phone number so he can port it out to the provider with whom he now has internet
service.Frontier has investigated the above
statements and offers the following response:Frontier advises that Mr.’s
phone number was previously tied in to his D.S.L. internet service, and when he
cancelled the internet service, it automatically disconnected the voice
service.Frontier advises that a new account had
to be set up for Mr. so that the number could be activated. Once that happened, Mr. was able
to contact his new provider, who then successfully sent a port out request over
to Frontier. Frontier spoke with Mr. on
July 10, 2020. He was advised that the
port out request from his new provider is now pending in the system and
scheduled to complete within the next couple of business days. He was satisfied with
the resolution. We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Mr. may have experienced as a result of
the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID and find that this resolution is satisfactory to me. The business was quite diligent in working to resolve my complaint and I am grateful for this.
Regards
Frontier Communications is charging me a mandatory $10/month router rental fee. I had to have a service technician come out to the apartment to set up the internet. I asked the technician if I would be able to set up my router and they said sure. The technician indicated that my router was "outstanding" compared to the router frontier forces you to rent. I called and asked Frontier if I would be able to return the router that has remained un-opened in a box since the day the technician came to set up my service and remove the mandatory $10/month rental fee. Frontier declined and said that router problems have been an issue for their customers so they force all customers to use their router in order for Frontier to be better able to troubleshoot issues.
Frontier CommunicationsThank you for referring the
complaint of *** to our office for review. We appreciate him
bringing this matter to our attention.The Complaint states that:Mr.
*** is disputing his bill for services from Frontier and requests that
Frontier remove the monthly router fee of $10.00 from his account. Frontier has investigated the above
statements and offers the following response:Frontier advises that our
Frontier Residential Gateway
(router) is Frontier equipment provided with every service order and
specifically designed to work with our service. Our advertising and our
residential Internet terms and conditions make clear that our service includes
equipment charges, such as the router charge, and neither our advertisements
nor our terms and conditions provide any exceptions. A customer may choose to
use their own router, but if the customer does, our router charge continues to
apply. Also, we cannot support or repair the non-Frontier equipment.Though infrequent, when
a customer chooses to use a non-Frontier router, we see increased complaints
and more difficulty with troubleshooting, performing online resets, and
providing simple resolutions, so it costs more to serve that customer.
Therefore, if a customer uses their own router, the charge still applies to
cover these costs. Frontier cannot support or repair non-Frontier equipment.Frontier issued a one-time
courtesy credit to Mr.’s account in the amount of $60.00 on July 17,
2020. Frontier spoke with Mr.
*** on July 17, 2020 to advise. 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.
cancelled service in March 2020. Last bill was paid in full. Started receiving a bill for $69.03. Requested information 3 times as to what the bill was for and have not received a call or letter. They are now threatening to turn the bill over to a collection agency. I was told via phone that I owed nothing, yet I keep getting this bill for something.
Thank you for referring the complaint of Mr.
*** J. *** to our office for review. We appreciate your bringing this
matter to our attention. According to the complaint: Mr. states he has been
billed after the account was terminated. Frontier has investigated the above statement
and offers the following response:Records confirm Mr. Cregmiles
terminated service on March 24, 2020. The March billing statement generated on
March 25, 2020 and did not include any new monthly Frontier charges.*** charges in the amount of
$76.98 were included on the March 25, 2020 billing statement. The charges were
billed one month in advance for the period of March 24, 2020 – April 24, 2020. Adjustments applied to the account for
time out of service issues lowered the total amount due to $69.03, which are
all *** related. A payment of $69.03 was received on
July 2, 2020. The account reflects a zero balance. No additional adjustments
are warranted. 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
I have had Frontier Internet for many years (it is the only one in my area). My plans price keeps going up despite the "Price for Life" Promise. I was promised and pay for (Simply Broadband Max) I only get 1.5 mps on a good day and I should be getting 6 mps. The internet goes out daily at least once. Every movie or show I want to watch on demand, buffers through the entire process. (Frontier promises no wait time or buffering). I have asked for an upgrade and only to be told my cost would be double and I would be charged an extra hook up fee of $175. My technician that frequently visits my home has asked the company to do an upgrade at no charge due to the poor service I am receiving. I never got a call from Frontier on this a promised. This company is a joke
Frontier CommunicationsThank you for referring the complaint of *** to our office for review.
We appreciate *** bringing this matter to our
attention.The Complaint states that: *** states
I have had Frontier Internet for many years (it is the only one in my
area). My plans price keeps going up despite the "Price for
Life" Promise. I was promised and pay for (Simply Broadband Max) I
only get 1.5 mps on a good day and I should be getting 6 mps. The internet
goes out daily at least once. Every movie or show I want to watch on
demand, buffers through the entire process. (Frontier promises no wait
time or buffering). I have asked for an upgrade and only to be told my
cost would be double and I would be charged an extra hook up fee of $175. Frontier has
investigated the above statements and offers the following response: Frontier
advises that Our Price for Life internet promotion did not begin until May
19, 2019 and Mr. started his service with Frontier on 06/17/2016 therefore
he is not eligible for that promotion. Frontier advises that there are upgrades
available to Mr. at his location. Frontier advises that there
is an installation fee for the upgrade in the amount of $75.00.Frontier has attempted
to reach *** by phone, voicemail and email to explain
the above information. 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: Brenda Bridges Department: Consumer
RelationsTelephone Number: 844-3204445 ext. 1121188 Fax Number: 585 262 9612Tell us why here...
For the past two days, I have not had internet. I reached out to Frontier through online chat system. I was with them for 4 hours trying to fix it but they were no help. First, Jeffrey helped me. I was able to fix the internet for a few minutes but then I no longer had service. Then I reached out to Frontier again with a different person named Raul. It took one hour to try to verify me but I could not find the information they were looking because their direction was not clear. Then with a bunch of transfers to Xavier and Lorenzo, I still was not able to get the help I needed. Now, they are bringing me a technical to fix the ONT problem even though Jeffrey informed that my ONT was stable. My appointment is next Tuesday, which means I would not have internet for 7 days.
Frontier CommunicationsThank 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 has been experiencing connectivity issues with her
internet service from Frontier. A repair
ticket was generated on June 25, 2020 with a date to June 30, 2020. Ms. advises that she would be
seven days without service and is requesting credit.Frontier has investigated the above
statements and offers the following response:Frontier advises Ms.’s
service was repaired on June 30, 2020.Frontier provided credit for
the time Ms. was without service.Frontier communicated the
above information via email and included 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.
We are moving to an area that is not serviced by Frontier and were informed that we would be billed an early termination fee of $132.25. FRONTIER DOES NOT SERVICE the area but refuses to waive the fee that we were never told about. One manager, named Matt, stated that Frontier is not able to waive any early termination fees and suggested I email their corporate office for more assistance. We were later emailed a disconnection confirmation but also received notification that we would be billed an additional $9.99 for a "residential broadband processing fee." Never once were we ever informed of such a fee.
Thank you for referring the complaint of
Mr.
to our office for review. We appreciate Mr. bringing
this matter to our attention.The Complaint states that:Mr. advises he is disputing early termination fees with Frontier.Mr. advises he is disputing the broadband processing fee.Frontier has investigated the above
statements and offers the following response:Frontier advises Mr. was provided a discount of $94.00 per month for the last 12 months because of the contract and the early termination fee is valid.Frontier advises that the Broadband Processing fee is charged for all Broadband Internet disconnects to cover the cost of processing the disconnection of service at the central office or remote facility. Frontier has issued courtesy credits for the days of service from June 26, 2020 through July 4, 2020. Frontier spoke to Mr. on June 29, 2020 and advise of the above information. We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Mr.
has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Frontier offered a credit of $26.04 for service dates that occurred after service was disconnected. We were told service would be disconnected on 6/26. I am not sure what the $26.04 credit accounts for. This is not satisfactory as we always paid our complete bill amount early and were told we would have no charges when moving. Frontier does not service the new area so we should not be responsible for fees we were never advised of.
Regards
Thank you for referring the Rebuttal of Mr. to
our office for review. We appreciate Mr. bringing
this matter to our attention.The Rebuttal states that:Mr. advises he has a bill dispute with Frontier.Frontier has investigated the above
statements and offers the following response:Frontier advises Mr. was provided a discount of $94.00 per month for the last 12 months because of the contract and the early termination fee is valid and it has not been billed as of July 4, 2020 bill cycle.Frontier advises that the Broadband Processing fee is charged for all Broadband Internet disconnects to cover the cost of processing the disconnection of service at the central office or remote facility.Frontier has issued courtesy credits for the days of service from June 26, 2020 through July 4, 2020. Frontier adjusted $26.04 manually and a system generated credit of $8.80 was applied on July 4, 2020 bill cycle. Currently there is a credit balance. Frontier spoke to Mr. on July 7, 2020 and advise of the above information. We trust that this information will
assist you in closing this rebuttal. We
apologize for any inconvenience that Mr.
has experienced as a result of the above matter.
Called to get frontier phone, internet and cable services in April 2020. I was told not install fee, and I can keep my old phone number. Had service for about a week and a half and during that time my cable kept going out, they changed my phone number and didn’t tell me. I called in and asked my my services to be canceled on 4/14 to cancel me immediately like I had asked and like every single cable company does.. and would not cancel my service until the end of the month. They now are sending me a bill and a demand of collections letter for $210.70 for a less than 2 weeks worth of service. They even sent me a letter stating they removed my service 4/15 but are charging me a whole month.
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 was billed for a full month of service even though she ended services earlier.Frontier has investigated the above
statements and offers the following response:As stated in Frontier’s Terms of Service (https://frontier.com/corporate/terms) termination of non-regulated services is effective the last day of your billing cycle. As a courtesy Ms. received the appropriate prorated credit from the date of disconnection. Frontier spoke to Ms. on June 30, 2020 and advise of the above information. We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Ms. has
experienced as a result of the above matter.
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 have been trying to get my frontier internet repaired for 6 days. Supposedly, a technician fixed the problem but we never saw or talked to him.
All communication was done via texts from some mysterious call center. When I twice replied N for no, my issue has not been resolved, frontier closed the ticket. I called customer service and asked to speak to a supervisor. After being on hold for 35 minutes I was told a supervisor would call. That hasn't happened.
Frontier changed the price in Dec 2018, and I never received my refund about $43 after cancelling service. In Feb 2020, representative promised no fees so I rejoined, but in few days the bill arrived almost double what's expected for internet only service. I never switched home service, called and cancelled, actually called waited so many times. I was told I still would owe the cost of month of service so I paid $52, but still received collection notice yesterday from ***. After multiple attempts, Dana ID: *** refused to resolve issue, and when I said what would you be happy if treated this way... and what you are doing is wrong she hang-up the phone. Previously, Nicole (ID: ***) on 5-13-2020 @ 4:43 pm verified that equipment received and account closed.
Thank you for referring the
complaint of *** to our office for review. We appreciate Mr. bringing this matter to our attention.The Complaint states that:Mr.
states that he cancelled services with Frontier and was supposed to
receive a refund; however, he never received it. Mr.
*** states that he was promised free installation if he reconnected
services with Frontier; however, he was billed for the connection fees. Mr.
*** states that he was told he would only owe the cost of one month of
service, so he paid 52.00, but has now received a collection notice.Frontier has investigated the above
statements and offers the following response:Frontier advises that Mr.
*** had an account with Frontier under that was disconnected in
December 2018. A refund in the amount of $43.46 was processed on April 15, 2019
and sent to Mr.. Frontier records show that
Mr. was billed for a $75.00 internet installation and $9.99 equipment and
handling fee on the first statement under the new account that was
sent February 8, 2020. The internet installation fee was split into three
installments of $25.00. Records show that a one lump sum adjustment in the
amount of $84.99 was applied to Mr.’s account which was reflected on his
second bill that was sent March 8, 2020. Since the installment billing was
split into three payments, the credit covered the fees billed on the February
and March bills and also for the last payment that would be billed on the April
statement. Frontier advises that
services were connected under on February 8, 2020 and disconnected
April 7, 2020. Mr. is responsible for the February 8, 2020 and the March
8, 2020 statements for a total due $110.06. Frontier advises that one payment
of $5.38 was applied to Mr.’s account on February 21, 2020. The account was sent to the outside collection
agency on June 13, 2020 for the unpaid balance of 104.68. Frontier located a
payment of $52.15 that was applied to Mr.’s old account under
. Frontier moved the payment to the current account on June 29,
2020. The new balance due is $52.53. Frontier advises that once that balance is
paid in full, the outside collection agency notified that the debt has been
satisfied. Frontier advises that
several attempts were made to contact Mr. to
discuss this issue further but was unsuccessful speaking to him further.Frontier has mailed Mr. a
letter with direct contact information if he needs any further assistance. We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Mr. may have experienced as a result of
the above matter.
I was living in Seffner Florida and had just switched to Frontier. I then Moved to Lakeland and set up their moving service which the person said I was eligible for. The move was scheduled to happen between 8 and noon on Friday the 29th of November 2019. The day came and I waited until noon and they no showed. I called to find out why and they said they didn't offer my plan in my area. I waited 4 hours for nothing and I need internet for my job. I had to get Spectrum and cancel Frontier. They then charged me an early termination fee, which I refused to pay. They canceled me not me canceling them. I spoke to a rep and he spoke to his manager and he agreed that I shouldn't have to pay the fee. The bills came and it was still on the bill. I talked to someone and told them I am not paying until the fix the bill. I just received word that my account was sent to collection and my credit score was impacted.
Thank
you for referring the complaint of *** to our office for
review. We appreciate your bringing this
matter to our attention.Upon
receipt of the complaint it was confirmed the service was disconnected
on December 2, 2019 and sent to collections on April 20, 2020. The customer was enrolled in a 24-month commitment
that afforded them special discounts ($75.01 credit per month) as a
result. The cancellation of service prior to the end of
the contract term results in an early termination fee. The customer was billed
$190.10 for the early termination fee. The contract is only valid for the address for which service was
installed and is not transferrable. The contract was due to expire July 7,
2021. After careful review of the account and the
charges on the bill, the customer was properly billed and
no errors in billing were found. There
is no credit due and no credit has been issued. We trust this
information will assist you in closing this complaint. Thank
you,Amara
H.Executive
Customer Relations
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,
***
They canceled me because they scheduled a moving install, and THEY canceled the service because THEY do not have servce in my area. THEY never called to cancel the install and made me wait all day. I had a manager (do not know his name) agree that I should not have to pay fee if they cancelled and do not serve my area.
Thank
you for referring the rebuttal complaint of *** to our office for
review. We appreciate your bringing this
matter to our attention.Upon
receipt of the complaint it was confirmed the service was disconnected
on December 2, 2019 and sent to collections on April 20, 2020.The customer was enrolled in a 24-month commitment
that afforded them special discounts ($75.01 credit per month) as a
result. The cancellation of service prior to the end of
the contract term results in an early termination fee. The customer was billed
$190.10 for the early termination fee. The contract is only valid for the address for which service was
installed and is not transferrable. The contract was due to expire July 7,
2021. After additional review of the account and the
charges on the bill, the customer was properly billed and no errors in billing
were found. There is no credit due and
no credit has been issued. Frontier advises, this is the final disposition for the complaint and trust this information will assist you in closing the complaint.
I recently moved and I am attempting to establish a transfer of service. Frontier is charging me internet I am not using , and I have requested to have the terminal box in order hook up my internet service to be expedited since I am working from home. They state engineering dept is the only one to place terminal box near my home.
Thank you for referring the complaint of Mr.
*** to our office for review. We appreciate your bringing this matter
to our attention. According to the complaint: Mr.’s order request has been delayed due to engineering issue. Mr. has requested an adjustment for downtime. Frontier has investigated the above statement
and offers the following response:Frontier records confirm Mr. requested to move his service to a different location. The location is new construction and requires the installation of a terminal box. The pending order was referred to the engineering department. The order has a tentative due date of July 14, 2020. A request to have the terminal order expedited was submitted but no earlier date was available. Mr. has been advised that an adjustment for the downtime will be applied once the new service has been installed. This ensures the credit offsets the entire period of downtime. 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
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. I needed my service to be connected sooner then July 14. I am not satisfied with this resolution.
Regards
Rebuttal Thank you for referring the additional
concerns brought forth by Mr.According to the complaint: Mr.’s order request has been delayed due to engineering issue. Frontier has investigated the above statement
and offers the following response:Mr.’s service was successfully installed on July 16, 2020. 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
I called in June 10th because my internet promotional rate was ending in early July. I asked if they had any promos available for me and Casey said yes that they could keep my price the same for another 12 months (my wife was listening to the call and confirms this is what they said, as I re-confirmed this with the rep multiple times). I agreed to this and that was that. Fast forward to my next bill, and they raised the rate by $15 per month on the base rate that they told me would stay the same. I called in to address this on June 17th and and talked to Agent ID 88037. He told me the notes on the account do not match what they told me so they said they would have to pull the call recording to confirm what happened and would call be back exactly one week later on June 24th. I chatted with them on June 24th at 7PM about the status of this call back and the rep had no clue about it. I was bait and switched and no one has done anything to fix it. Just adjust my bill to what it should be.
Thank
you for referring the complaint of to our office for review. We appreciate your bringing this matter to
our attention.Upon
receipt of the complaint it was confirmed a credit in the amount of $19.50 was
applied to the customer’s account on June 24, 2020. The account has an outstanding balance in the
amount of $47.21 due on July 9, 2020. Additionally,
an order was issued to disconnect service at the end of the billing cycle (July
14, 2020).A
Frontier representative spoke to the customer on June 26, 2020, a confirmed the
above information. No further action is
required on the account. We
apologize for the inconvenience this issue has caused. We trust this
information will assist you in closing this complaint. Thank
you,Amara
H.Executive
Customer Relations
In September of 2019, I moved from my apartment in Ontario, Ca to my current residence in Eastvale, Ca. I telephoned Frontier to stop internet service as of mid Sept. After I moved, I continued to receive bills from the company for service I was no longer receiving. I telephoned Frontier again and asked them to confirm that my service was supposed to be turned off. They told me they would look into it and I never heard back from them. I again received another bill from them in January of 2020 showing they still have not cut off my service. I called and filed a complaint with them and they told me it would be a 30 day investigation of my complaint. Again, never heard back from them and instead received another bill in March of 2020. At this time, the amount was now $173.00 dollars. I did not receive any outcome of the complaint and as of now, I am in collections for the amount of service I never received from Frontier.
Frontier CommunicationsThank you for referring the complaint of *** to our office for review. We
appreciate *** bringing this matter to our
attention.The Complaint states that: *** states In September of 2019, I moved from my apartment
in Ontario, Ca to my current residence in Eastvale, Ca. I telephoned
Frontier to stop internet service as of mid Sept. After I moved, I
continued to receive bills from the company for service I was no longer receiving.
I telephoned Frontier again and asked them to confirm that my service was
supposed to be turned off. They told me they would look into it and I
never heard back from them. I again received another bill from them in
January of 2020 showing they still have not cut off my service. I called
and filed a complaint with them, and they told me it would be a 30 day
investigation of my complaint. Again, never heard back from them and
instead received another bill in March of 2020. Currently, the amount was
now $173.00 dollars. I did not receive any outcome of the complaint and as
of now, I am in collections for service I never received from Frontier. Frontier
has investigated the above statements and offers the following response:Frontier advises that Mr.’s
account was disconnected on 01/07/20.Frontier advises that the account should
have been disconnected on 09/23/2019.Frontier advises that a credit was issued
for the billing in the amount of $228.06.Frontier advises that Mr. will receive
a refund in the amount of $55.00 within 30 business days.Frontier has attempted
to contact *** by phone and voicemail to advise of the
above information.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:
Brenda B Department:
Consumer Relations
Frontier sent a final notice that I had until June 27th 2020 to pay the final amount due that they paid to *** Network on my bundle account. However Frontier did not abide by my rights and turned the account over to *** agency on June 22nd 2020. The collection agency called me on June 24th 2020 for payment. This is a violation of my rights.
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. states that she was billed for *** Network services on her Frontier
account leaving her a final balance owed to Frontier. Ms.
*** states that she had received a final notice that she had until June
27, 2020 to pay the final amount due that Frontier paid to *** Network;
however; Frontier turned the balance over to a *** agency on June
24, 2020.Frontier has investigated the above
statements and offers the following response:Frontier advises that *** Network submitted charges to Frontier for television services from April 22,
2020 to May 21, 2020. Frontier advises that the payment for the *** Network
services are provided to *** upon billing and Frontier collects the charges
from its customers on the Frontier billing. Frontier advises that the DISH
Network charges billed on the April 22, 2020 statement are valid and will not
be adjusted. Frontier advises that a
final statement was sent to Ms. on April 22, 2020 with a due date of May
18, 2020 to pay the balance due of $69.07. There are no records that the
payment was made. A pre-write off notice was sent to Ms. on May 19, 2020
with a final payment date of May 30, 2020. There are no records that the
payment was made. The account was sent to the outside *** agency on June
22, 2020. Frontier advises that
several attempts were made to contact Ms. to
discuss this issue further but was unsuccessful speaking to her.Frontier has mailed Ms. a
letter with direct contact information if she needs any further assistance. 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
I signed up for frontier roughly 6 weeks ago. The day I called to set up my account, the representative did not do it correctly. He signed me up for the wrong service completely. I was signed up for internet and phone even though I was told specifically that I was only purchasing internet. I did not request to purchase phone, I declined it and was signed up regardless. Then, he charged me three times for my deposit, which was almost 100 dollars. So I had to call and get the other two charged refunded to my bank account because I was charged 3 times. I also requested the 75 dollar service fee be split up between the first 3 months on my bill. The full amount was placed on my bill without my authorization or consent.
When I got an email of my estimated bill I had to call to get phone removed and they did. They then told me they could not remove the 75 dollar charge from my first bill. I requested to speak to a supervisor and they told me someone would call me to fix it before my bill was due. No one ever called.
When I try and check online it says my service order has been cancelled and I can't access anything else on my account. It has said this for a couple weeks and when I called them they told me my service was still active. In fact, they told me my bill wasn't even due yet. I don't know what is wrong with my account but everytime I call they tell me its fine or that its showing a cheaper more accurate amount, but I have not received an updated bill in the mail. They sent me a notice yesterday saying if I didn't pay the original, incorrect amount for the incorrect service I don't even have that my account will be past due and potentially shut off.
Thank
you for referring the complaint of Ms. *** to our office for review. We appreciate your bringing this matter to
our attention.On
June 24, 2020, a Frontier representative spoke to Ms. and discussed the
concerns outlined in the complaint. The customer confirmed 2 of the 3 deposits
were refunded to her bank account prior to the receipt of this complaint. The
outstanding issues included: a) $75 installation charge billed as 1 lump sum b)
billed a late payment charge on the June 2020 billing statement c) the customer
was billed for voice and internet but only requested internet d) the customer
received a disconnect notice for non-payment, but as a result of disputed
charges. On
June 25, 2020 the following adjustments were applied to the customer’s
account: a) $90.24 technician
installation and shipping and handling fee and all applicable taxes b) $9.00 late
payment fee and $12.05 service order change charge c) difference in the billed
services vs requested service $10.90 including all applicable taxes. The total credit applied to the account was
$121.49. The outstanding balance $79.88. A temporary treatment hold has been added to
the account to protect the account from any collection activity. The customer has been advised to remit
payment prior to July 6, 2020. Ms. was provided with the above information
on June 25, 2020. We
apologize for the inconvenience this issue has caused. The customer has been
provided with direct contact information to reach customer relations in the
event further assistance is needed as it relates to this issue. We trust this
information will assist you in closing this complaint.Thank
you,Amara
H.Executive
Customer Relations