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 called Frontier 5 or 6 times since I have canceled services to send their modem back to them and they continously do NOT send the modem shipping box out to me. I even got a phony tracking number on one of the calls. If I am charged I will be contacting you guys AGAIN to settle the matter.
This is in response to the additional concerns for Revdex.com ***
The Additional concerns states:
Ms. states she has contacted Frontier multiple times requesting a return kit to ship the modem back.
Frontier has investigated the above statements and offers the following response:
Frontier records show Ms.’s modem is not a returnable item therefore no return kit will be generated and Ms. will not be charged for unreturned equipment.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. experienced as a result of the above matter.
Billing for services not received
Frontier CommunicationsThank you for referring the
complaint of *** to our office for review. We appreciate you
bringing this matter to our attention.The Complaint states that: Ms. advises that she was billed for a full month of service. Frontier has investigated the above
statements and offers the following response:Frontier advises that Ms. has pre-paid for her services and was eligible to continue receiving service through the end of her billing cycle.Subscribers to Frontier’s service are billed one full month in advance. Termination of service subscription is effective on the last day of the Frontier billing cycle. No partial month credits or refunds are provided for previously billed service subscriptions as per the terms of service which can be viewed at www.frontier.com/terms. Frontier representative provided 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.Frontier Specialist: Tocoma
K. Department:
General Manager
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 representative on the phone stated that I could not cancel my service on June 3rd as requested but it would be cancelled as of June 4th. The representative never told me I had service through the end of my billing cycle nor did they inform me that I would be billed a full month's services at the time of cancellation. After I cancelled I participated in an online chat asking when my prorated bill would be available so I could pay the correct amount. The representative on the chat advised me that when service is cancelled you pay the amount, then the prorate will adjust the bill and anything additional would be refunded. Based on the current Better Business Rating for this company should be enough to realize that they are not a fair and practical business. I have already paid what they claim is outstanding and they called to leave a voicemail stating they pulled my cancellation phone call and I was not told I would get a prorated bill so they weren't going to reverse the charges. That is correct because I never asked. No agents advised that I had service until the end of the month or I wouldn't have unplugged my modem that day and never used it again. Also, the proration was mentioned in an online chat session and there was no dissent to my suggestion that I was waiting for a prorated bill. I wasn't told at that time that I would be sent to collections as I was worried about a late fee being assessed while I waited for this company to get the billing fixed. The online agent advised a bill would be sent, then they'd bill an entire month and then they'd prorate it and refund the remainder that was overpaid.
Regards
Frontier’s position remains the same as there has been no additional information provided that warrants a deviation from the original resolution.
Landline phone never works.....called numerous times for repair and nothing gets done. Paying bill but no service. Contacted them regarding tree on line 2 months, and still no effort to come fix. Tree still on line. Neighbors and surrounding area has called also but no issues have been resolved. No feedback from them either. We are holding payment until something is done. We have elderly customers that need phone service. Plus we are being charged for 911 service and can not use.
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 on July 13, 2019 a trouble ticket was initiated. On August 2, 2019 a technician was dispatched, and no trouble was found.
Frontier advises that on August 19, 2019 a trouble ticket was initiated with a commitment to restore by September 9, 2019. The trouble ticket was notated that there was a tree on the line.
Unfortunately, there is an expedite hold for this area.
This matter was referred to the Local Manager for handling and to see if the commitment to restore date can be sooner than September 9, 2019.
Credits totaling $91.68 were issued. Please allow 1-2 bill cycles for credit to post to the account.
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
Having billing issues. Have to call every month to get corrected. Service often has issue or doesn’t run at all. I pay for 45 mb luck if it hits 19 on a good day. Dial 911 from landline got new haven Connecticut. I live in Wethersfield. Had to be transferred to Wethersfield 911. Being charged for equipment that was not returned that had been returned. Have ups reciept to prove it. Still added 100 on my bill. 4 months of issues with router. Till finally they replaced it. 4 months of TV set top boxes crashing over and over. Tech sent out kept telling me there was nothing wrong. Finally had to insist they change it out. Could not get and still can’t get security updates to any of my devices. *** printer needs to be plugged in to cellphone data to be updated. All *** products have to be updated elsewhere. Smart tv NEW can not be updated on frontiers internet. If it rains frontier service all there services cut out. TV guide doesn’t update never shows current shows or correct times over multiple networks. Filed an FCC complaint over a month ago after months of working with them to correct issues and getting nowhere. The person assigned to this has not responded. The only thing frontier does is send the bill with outrageous pricing and it’s never the price quoted.
Also being told these things are a glitch in the system.
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
Ms. states that she is experiencing a billing issue with her Frontier account.
Ms. is requesting that Frontier issue all due credits and corrects the billing.
Frontier has investigated the above statements and offers the following response:
Frontier records show there have been multiple repair tickets to address Ms. repair concerns. The most recent ticket was completed on July 10, 2019. Frontier records show that a Frontier technician was dispatched to Ms.’s location on multiple occasions to address her repair concerns. Frontier records show that Ms. was billed for an unreturned piece of equipment on July 20, 2019. Frontier records show that Frontier received the price of equipment on August 30, 2019. Full credits have been issued to remove the unreturned equipment fee. Frontier has issued all needed out of service credits. Frontier attempted to reach Ms. by phone and email to advise of the above but was unsuccessful. Frontier was unable to leave a message for Ms. on the contact number provided. We regret any inconvenience that *** 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 not acceptable to me. I found the solution to the on going issue with Frontier, was to just cancel service. The equipment was sent via ups August 1, 2019. Frontier received equipment August 5, 2019. As of today’s date September 4, 2019 the credit was just added. No one Frontier ever attempted to contact me via email or phone. I canceled phone service August 1st. After using the phone to call 911 and got New Haven Connecticut. Not very helpful for an emergency taking place In Wethersfield Connecticut. Tv Canceled August 24th. Frontier still has yet to ship boxes for the equipment. I was charged for the rest of the month, because Frontiers policy is not to prorate on canceled services. Also Frontier will charge me 10.00 dollars to roll the truck out to turn service off. Service was hardly usual able for months. The only service left on them is internet. The router crashes constantly. After being replaced a couple of times.
Regards
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
Ms. states that she responded to Frontier’s contact attempt but has not received a response.
Frontier has investigated the above statements and offers the following response:
Frontier spoke with Ms. on September 10, 2019. Frontier advises that a replacement modem was ordered on September 9, 2019. The modem will ship vis UPS. Frontier advises that a return mailer kit was ordered on September 9, 2019. The return mailer was sent to allow Ms. to return the Frontier TV equipment. The return mailer kit will ship via UPS. Frontier advises that Ms.’s account will be monitored to ensure the TV equipment is received. This will prevent Ms. from being billed for unreturned equipment. We regret any inconvenience that *** may have experienced as a result of the above matter.
No internet service for a week, had a technician scheduled for 8/8 from 10-2, after numerous phone calls to frontier after 2pm, even spoke with manager, Angel, who assured me that technician would arrive by 5pm and promised to call me the next day to follow up with me personally. Called again at 6 pm, and was told by John that the technician was cancelled and would not be coming. First phone call was 1 hour, 45 minutes; second phone call was 2 hours. I then talked to Tammy and disconnected my service. When asked if I need to return to equipment, Tammy said no. At 7pm, a technician arrived to the house. He fixed the problem, but now I could not log onto WIFI. Called Frontier once again, spoke with customer service and asked that disconnect be cancelled and I would keep service. Customer service said she could not do this and transferred me to technical support. Spent another 1 hour 30 minutes on phone, now had access to login to WIFI but was told I would need to contact customer service for disconnect to be adjusted, was transferred but was told the lines were now closed. I woke up at 4 am to find the internet out again. By 7pm the next day, I have not received the promised follow-up call from Angel the supervisor. I spent 9 hours sitting at home waiting for service, spending over 3 hours on the phone. Talked to Liza, Daryl, John, Shoshana, Albert and Angel who all gave different answers. Lost a day of work and school.
Thank you for referring the complaint of Ms. 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 on August 8, 2019 a technician was dispatched and repaired the cable.
Frontier advises that the internet monthly recurring charge was $25.00 plus taxes and surcharges.
Credit totaling $38.63 was issued. Please allow 1-2 bill cycles for credit to post to the account.
Effective August 8, 2019 the account was disconnected.
On August 19, 2019 I left a message for Ms. and provided my contact number.
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
I put in a request in May to cancel my service for 3 June due to moving. After paying my May bill they stopped my service early around 27 May. I finally got everything straightened out with billing and they said they reimburse me for the difference for early termination. Everything should be fine right? Yesterday I get two bills in the mail (8 August), one showing a late payment for June, from Frontier Communications and a collection agency letter stating that I owe Frontier Communications and they are trying to collect. After a few calls and some of there normal system slow issues they have with pulling up accounts, finally I was able to get a partial resolution, I ways told I did now owe for the June bill and I would have to dispute through the collection agency and have the collection agency call Frontier Communications to confirm I do not owe the disputed amount. So here where the second robbery comes in. Since Frontier owes me a reimbursement and the June bill went to a collection agency they would not reimburse me for Mays early termination. I would have to dispute the June bill and I would need the collection agency try and collect the reimbursement that Frontier Communications owes me. Is this insane or what? Now I have to wait two weeks and call the collection agency to find out the outcome. I think this will be a long process to get this resolved.
I spoke to frontier originally on June 28, 2019. They set up an appointment to install internet service for me. Since then they have rescheduled multiple times on the day of via text message with out a reason why. I have spent 8 days at home waiting for them to show up to at the last minute receive a text that they are not. They even said they were going to show up on the 4th it July, I spent my whole day waiting for them for them not to show. It is now August 9, 2019 and today they once again did not show with out even a text notification. This is a Friday, they were originally supposed to show Monday this week and rescheduled every single day!
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint:
Mr. advises that he has experienced missed commitments for installation of DSL.
Frontier has investigated the above statements and offers the following response:
Records show service order 41584709 completed August 13, 2019 completing the installation.
Our expectation is that Frontier customers experience the highest level of service.
Frontier apologizes for any inconvenience this may have caused.
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 canceled landline phone and internet service at this address on 4/4/19. I called 4/24/19 (call #1) to confirm disconnection (conf #***). Without my knowledge or consent, Frontier on 4/29/19 opened a new internet account in my name with a different account number. I have never received a bill in the mail, and somehow Frontier tied this new account to my wife's old email. No internet service or equipment was ever provided by Frontier for this "new," fraudulent account. I called 5/13/19 (call #2) to confirm this account was canceled and my balance was "zeroed out" (conf # 659492826). On the 5/29/19 bill, I received a partial credit but Frontier added a new $9.99 "Residential Broadband Processing Fee" to my account. I called 6/17/19 (call #3) at 2:45pm and Bridget said a credit would appear in 3-5 days. It didn't. I called on 6/27/29 (call #4) at 5:20pm and was cycled through several levels of customer service, who eventually said the credit had been issued. It has not.
Thank you for referring the complaint of *** to our office for review. We appreciate Revdex.com bringing this matter to our attention.
The Complaint states that:
Mr. is disputing billing for internet account, after port out of landline.
Frontier has investigated the above statements and offers the following response:
Frontier advises the internet account was already in place when the landline was added it took precedence as the account number, once that landline was ported away it left the internet account to be disconnected.
Frontier advises the internet account as disconnected and a one-time courtesy credit of $ 9.99 was applied to the account.
Frontier spoke with ***, authorized on the account and reviewed the above.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** has experienced as a result of the above matter.
I has Frontier services for as long as two years and was never late. I moved to a new house and called ahead to scheduled my service to be moved to my new address. I called about a week before moving (02/20/2019) and spoke with a representative over the phone. The lady assured me that the service was going to be moved. I moved on March first and the service was never moved. I called to cancel the service because no one came to install my service. I went to the competitor and they install their service the same day. On March 6th an installer from Frontier came to my house but I told him I had canceled the service. He left I called Frontier and they told me the service was cancel. Now we are on August and I am receiving a letter that they send me to collection for a service I never had install to begging with when I moved to my new house and my serviced was paid
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. states Frontier billed for services not rendered after he requested to move the service. Frontier has investigated the above statement
and offers the following response:Frontier records confirms Mr. called the business office in February 2019 to request to move his service to another location. Based on the notes an order was created that assigned a new telephone number to Mr.. That order never completed, and the service was never moved. The original account continued to bill at the previous address in error. I have submitted a request to have the balance of $188.27 adjusted to a zero balance. 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 find that this resolution is satisfactory to me.
Regards
was forced to use frontier after *** fios was deemed a monopoly. Frontier has unexpectedly raised rates several times and after very tedious calls they did lower them back down. also I pay for 50mbps of high speed internet and can only get 15-19mbps. on several calls I was told that that was "pretty good and you should be fine". My internet is not fine and it drops all of the time. The router is constantly needing to be reset and this still does not fix the problems. My tv is hard wired to the modem so it is not a wireless issue either. I have placed 5 service calls in the past week and have had wait times of 30+ minutes each time and on several times I get to talk to someone who doesn't work in the right department. When getting transferred it is usually another long wait or the call gets dropped and I have to start all over again. While looking at their web site I noticed that they have 1600 reviews and an average 67% 1 star rating. the over all rating is 1.4 stars of 5. With a customer rating this bad something needs to be done.
The Complaint states that:
Mr. advises that he has intermittent issues with his Frontier Internet connection.
Frontier has investigated the above statements and offers the following response:
Frontier apologizes for the inconvenience this issue has caused.
Frontier advises that we have reviewed the repair history for Mr. and see that he reported an issue with his internet on August 8, 2019.
Frontier advises that we reached out to Mr. on August 13, 2019 to expedite a technician coming to investigate his internet issue and Mr. refused.
they said they would give me a credit of two hundred dollars.I tried to go through their website several time it does not work. they kept meon.still have not solved the problem
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 was promised a 200.00 credit. Frontier has investigated the above statements and offers the following response:
Frontier advises we have made several attempts to reach Mr. but we have been unsuccessful.
Frontier has provided direct contact information by email and voice mail if Mr. has additional concerns.
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.
My phone and internet service has always been a problem. Half the time the phone service doesn't work and half the time the internet service doesn't work. If the phone does work there is always static on the line because of exposed wires laying in a field down the road. When the internet works, it has very slow speeds. I have had issues with both on several occasions. The last time I had trouble with the internet not working, I called Frontier and it took me several phone calls and 3 hours later, someone was scheduled to come out to fix the internet. When they did come out to fix it, it worked approximately 2 weeks and was out again. I kept trying to call Frontier back and could never get through or the calls were dropped or I was hung up on. No one would ever give their name and there were no follow up calls. I tried to call and have the service terminated, but again I could not get through to anyone or the calls were dropped or disconnected. I decided to go with a cell phone company and just have them follow standard procedure for porting the number over which in turn will disconnect the Frontier service. It took the cell phone company almost a week to even get this done because of Frontier. When I received my final bill from Frontier, it is for $393.10. They had charged me $400.00 for early termination fee on the internet (and credited my account $6.90). I called and spoke to a representative and told him that the service DID NOT WORK and that is why I cancelled and that I should not have to pay for a service that I am not receiving. He said there was nothing that he could do. In the end, he did say that he would credit my account $11.99 (for when the service was interrupted) but that I would still have to pay the remaining $381.11. Frontier was in breach of contract because the service that they were supposed to be providing did not work, and yet now they want me to pay $381.11 for that non working service. This is not right and Frontier is the worst company I have ever dealt with.
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
multiple issues with her Frontier service. Also, there are billing issues surrounding a $400.00 Early Termination
Fee (ETF). We sincerely apologize for
the difficulty Ms. experienced with the services she subscribed.Our records indicate the customer had four trouble tickets
regarding No Dial Tone (NDT) and/or the Broadband Satellite internet. The
service was also deactivated on July 26, 2019. The term on the account
for the Frontier Broadband Core Plus was from September 5, 2017 – September 4,
2019. The service was discontinued prior to the final date of the term
and for this reason the ETF was applied to the account. Typically, the
ETF is prorated for each month the service is active. This account was billed a flat rate ETF of
$400.00.On September 5, 2019 the account was credited $400.00.
The credit has been approved and the new account balance is a credit balance of
$18.89.Multiple attempts have been made to contact Ms., but
there is a constant busy signal. We sincerely apologize for the inconvenience this matter has
caused. Should Ms. wish to discuss this matter further, I can be
reached at EXT ***Sincerely,Felicia TExecutive Customer RelationsFRONTIER COMMUNICATIONS
Frontier has been charging me, and continue to charge me, for and internet router rental fee of $10 per month even though I do not have and do not want to use their router in my home.
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. is disputing his bill for services from Frontier Frontier has investigated the above statements and offers the following response:
Frontier spoke to Mr. on August 16, 2019.
The 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.
Frontier has scheduled a follow up.
Frontier has provided direct contact information if Mr. has additional concerns.
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.
Tell us why here...
mOST FRUSTRATING DEALING WITH CUSTOMER SERVICE- 10 hRS WAIT ON HOLD OVER SEVERAL CALLS TO GET MY INTERNET ON LINE. Service tech never shows on time if at all. They schedule a service call for 2 weeks in the future and then after waiting all day and no show they reschedule call for another 2 weeks in future. Terrible waste of my time waitingh on hold and waiting for noshow tech. Service has slowed tremendously- ?? down throttling ??
Frontier has investigated the above statements and offers the following response:
Frontier missed Mr.’s August 7th scheduled repair appointment due to unforeseen circumstances.
Frontier scheduled Mr. for the next available appointment date of August 14th.
Frontier advises that internet speeds are based on multiple variables including limitations of the devices used, wiring inside the home, time of day, distance from Frontier’s equipment, among other factors.
Frontier completed Mr.’s trouble ticket on August 14th and a technician was able to re-provision Mr.’s speed.
A Frontier representative contacted Mr. to advise that prorated time out of service credit would be applied to his account.
An additional credit for $25 was applied to Mr.’s account for the missed appointment.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 13756930, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
***While they ultimately got me on line, it took appx 10- 12 hrs of my time, mostly on hold, to get them to do something. Most of the time I got connected to people who had a very poor command of English language and were totally unable to help- just kept me on hold for hours. When the tech was scheduled to come to my home I waited 8 hours before I got a message that he would not come and rescheduled. Ultimately they gave me a few dollars as a concession. While they gloss over the problem, the fact is that I spent about 20 hours of my time hassling with them before they fixed the problem. It remains to be seen if my service remains or drifts back to the prior unacceptable level.. The customer service people are inept and nothing is being done to improve this situation. Unfortunately Frontier has a monopoly in our area and we have no alternative.
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. experienced long hold times while trying to resolve his internet connection issues. Mr. has concerns about his service continuing to work in the future after Frontier was able to restore the service connection. Frontier has investigated the above statements and offers the following response:
Frontier apologizes for the long wait times to resolve Mr.’s connection issues.
On August 22nd, a Frontier representative confirmed that Mr.’s service was still working and advised that the service was working within the acceptable range.
Mr. was provided a direct contact number for future concerns.
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.
Telephone wire broke and fell across my property. I have spent an hour trying to contact Frontier Communications to report the wire down but they are too busy to take my calls.
Frontier has investigated the above statements and offers the following response:
Frontier dispatched a technician on August 19, 2019 and removed the downed line.
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.
I signed up for service with Frontier around August 20th, 2017, for TV, Internet, and phone. I was paying for internet speeds of 150/150 Mbps, download/upload speed. On July 9th,2019, my service went down, and after nine days, they sent out a tech on the 18th to do some repairs. At this time, besides the repairs that were made, I was informed by the Tech that the equipment that was initially installed was not the right equipment to handle the speed that I was paying for. He informed me that he would have to do a completely new install on the exterior and interior of the house to correct this issue. After the completion, my speed was perfect. I contacted Frontier to resolve my overpayment complain, I was told that because I was still getting internet, they cannot reimburse me for the issue, and I should have contacted them earlier to about my problem. P.S. I had no idea that my speed was half of what I was paying for. Thank you
The Complaint states that: Mr. advises that he subscribes to 150/150 mbps, but had outdated equipment at his home prohibiting him from reaching that speed. Mr. is requesting backdated credit for the speed he was capable for with the installed equipment and the 150/150 mbps. Frontier has investigated the above statements and offers the following response: Frontier apologizes for the inconvenience this issue has caused. Frontier advises that a technician visited Mr.’s home on July 18, 2019 and repaired Mr.’s outage, as well as updated all of his internet equipment. Frontier advises that time out of service credit for 9 days was issued on August 7, 2019 totaling $48.25. 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 150 Mbps and receives service as fast as 150 Mbps. Frontier advises that after review of Mr.’s repair records, we did not find any evidence that he reported speed issues since installation of his Frontier service. Frontier advises that the equipment Mr. had installed at his home was compatible to 100/100 mbps. There is no price difference between 100/100 mbps and 150/150 mbps. Frontier advises that we spoke to Mr. on August 19, 2019 to advise of the above.
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 contacted me to resolve this matter. They claim that there is not much difference between 150/150 and 100/100, and that at most, it's a $10.00 difference, but they cannot issue a refund because speeds are not that much apart. I was paying for the higher speed and didn't receive what I was paying for. If as they claim in their response that the price is the same for booth speeds, why would anyone not elect the higher speed. Regards
The Complaint states that: Mr. advises that he subscribes to 150/150 mbps, but had outdated equipment at his home prohibiting him from reaching that speed. Mr. is requesting backdated credit for the speed he was capable for with the installed equipment and the 150/150 mbps. Frontier has investigated the above statements and offers the following response: Frontier apologizes for the inconvenience this issue has caused. Frontier advises that Frontier’s position has not changed and there is no new information that would alter this decision. Frontier advises that despite our best efforts, we were unable to reach Mr. to discuss his rebuttal. Direct contact information has been provided.
I called on June 14, 2019, 5 days before the next billing cycle and 11 days before my last date of service, and cancelled my service, which was horrible since frontier bought *** and given misinformation about how I would be charged on my final bill. The information was given before the billing cycle was over. If I had been given correct information at that time I would have either cancelled service as of 6/18 or waited until 7/18 as no one wants to pay for 24 days of service that they did not receive. The final bill was for the dates of service from 6/19/19 to 7/18 19. My service was discontinued as of 6/25/19. I was told that I would only have to pay for the days I used the service and that the bill would be adjusted to show this, that would be 7 days of service for the last billing cycle. We called again before cancellation to confirm on 6/21/19. I went on line to pay my final bill following cancellation and it showed the entire amount due. I called again 3 times and was told each time, on 6/27, 7/11 and 8/8 that it takes 90 days to adjust the bill. On 8/8 Amanda who again told me that it takes 90 days did some further investigation and after several hours on the phone I was finally told now that I had to pay the entire amount for the whole month even though I didn't receive anything for the entire month as that is their policy and the contract I had with them. I told them I don't have any contract with them as they bought *** and I was just taken over my contract was with *** and I only pay for the services I received for 7 days of service and that I was even told by 5 of their own agents the same thing. I told them I would have waited until July 18th and not have switched until then as no one is stupid enough to pay two companies for the same period of time. They refused to make any adjustments even though they have my record with all of my phone calls and their agents giving incorrect information and want to place the blame all on the customer. Horrible service and a company without integrity. What I want is my bill adjusted to just the 7 days service I received and to be done with Frontier. This is not the only problems with this company. I had problems with service immediately after they bought ***. Shoddy service, set top boxes that didn't work, not being able to watch television regularly for almost 3 and 1/2 months and being told I would receive a credit and never receiving anything. Having to have hard lines put in to finally have some kind of service and being told I wouldn't be charged for those and being charged almost $200.00 again which was never adjusted off. Just a horrible company with absolutely no integrity or morals taking advantage of their customers.
Thank you for referring the complaint of Don
*** to our office for review. We
appreciate him bringing this matter to our attention. In the complaint Mr. expressed concern
regarding transitioning to from *** to Frontier, purchased movies that
failed to transfer from ***, spotty service and misinformation received
from Frontier representatives. He stated
he was charged for 31 days of service but only received seven days before
disconnection.Our records indicate Mr. ported out
service on June 25, 2019, and the service was activated by the new provider at
2:48 PM. Prior to the porting of
service, the June 19, 2019 billing statement generated and billed for the full
billing cycle. This is accurate, as the
service remained in service at this time. The following month’s invoice, dated July 19,
2019, reflected the previous balance of $302.79, there was no payment received,
and the balance forward was $302.79. There were no new charges billed. Frontier bills through the end of the billing cycle, which became
effective in 2017. The customer ported
out six-days after the bill cycle began and for this reason, he was billed
through the end of the billing cycle, July 18, 2019.The
customer received notification on the June 19, 2017 billing statement, which
stated the following: IMPORTANT NOTICE ABOUT YOUR INTERNET AND VANTAGE VOICE/FiOS
DIGITAL VOICE (VoIP) SERVICES: Frontier has updated the Terms of Service (TOS) that apply
to your Frontier High Speed Internet services and if applicable, your VoIP or
Digital Voice services. The updated Frontier TOS are posted at
www.frontier.com/terms/ and enclosed in this bill. By using or paying for your
Frontier services, you are agreeing to the updated TOS. If you wish to remain
subject to the previously applicable terms of service (also posted at
www.frontier.com/terms/) you must call within 30 days of this
bill. You may also contact this number if you have questions regarding the
updated Frontier TOS. When the TOS changed, there is no documentation
of Mr. contacting Frontier to opt out and for this reason he was billed
through the end of the billing cycle. We apologize the for the loss of purchased
movies, which was an issue when accounts were initially transitioned. We also apologize for the difficulty the
customer experienced with getting services operating at full capacity. Will all things considered, the full balance
was credited on August 26, 2019, in the amount of $202.91. As a result of this credit, there will be
another bill generated to reflect the credited amount. Mrs. confirmed payment was already
submitted; however, it has yet to post to the account. Mrs. was advised she would receive a
refund for the payment submitted.We sincerely apologize for all the issues the
customer experienced with Frontier. Should Mr. or Mrs. wish to discuss this matter further, I can be
reached at EXT 111-3143.Sincerely,Felicia TExecutive Customer RelationsFRONTIER
COMMUNICATIONS
I have been losing my internet connection with frontier and every time I call them and tell them that I wanted to speak with a supervisor they don't or they transfer me to another department that had no idea what was going on.they send me a new modem due to the other one was not working right and I have no internet and no one there knows what to do.
The Complaint states that:
Mr. states that he continues to experience Internet connectivity issues. Mr. states that Frontier continues to replace the modem, but that has not resolved the service issues. Frontier has investigated the above statements and offers the following response:
Frontier records a repair ticket was issued on August 8, 2019 with an August 16 work-date. Frontier records show a Frontier technician was dispatched to Mr.’s location on August 16, 2019. The technician was able to correct the wiring within the Frontier switch to resolve the Internet service issue. Frontier has issued all needed out of service credits. Frontier spoke with Mr. on August 17, 2019 to advise of the above information. We regret any inconvenience that *** E *** may have experienced as a result of the above matter.
I turned in equipment and canceled service within days of beginning service. Frontier failed to provide the internet service I had requested. I then turned the equipment in. The local branch took he equipment. A month later Frontier called and said I had never turned in the equipment and owed money. I contested and refused to pay. They have since turned this in to collection and it has adversely affected my credit. Their claim is fraudulent. They are expecting me to pay for service I never received and equipment that was turned in to the local office on Coliseum Blvd.
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 his disputing charges on final bill. Frontier has investigated the above statements and offers the following response:
Frontier spoke to Mr. on August 16, 2019.
Frontier reviewed the account charges and adjustments with Mr..
Frontier advises the current charges are correct.
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. Services will be available through the end of the billing cycle for which you have been billed in advance.
Frontier has scheduled a follow up.
Frontier has provided direct contact information if Mr. has additional concerns.
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.
Frontier Communications has been charging us and promising us service for almost 2 months now. They continually tell us the service is fixed and it is not. While dealing with customer service we are hung up on multiple times and we now have to wait a month get a service appointment. They have also no showed on a couple appointments and then tell us out priority goes to the back of the line.
Nature of Complaint: Frontier Communications has been charging us and promising us service for almost 2 months now. They continually tell us the service is fixed and it is not. While dealing with customer service we are hung up on multiple times and we now must wait a month get a service appointment. They have also no showed on a couple appointments and then tell us out priority goes to the back of the line
The customer currently bills Frontier $32/Internet w/Voice, $10/Wi-Fi Router plus taxes and surcharges monthly.
Repair Ticket #*** advises that a repair request was submitted on August 8 and closed on September 3. The technician advised that he programmed the modem and cleared the issue. Service is now active.
As a courtesy, a Frontier agent adjusted the account in the amount of $50 due to outage. ($25 for each month that the service was inactive)
Frontier apologizes for any inconvenience the above matter has caused Mr.-***. We trust that this information will assist the Revdex.com in closing this complaint.
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, because the internet is currently working. Shortly after the ticket was closed the internet stopped working and I made 2 phone calls with no returned call. Shortly after that the internet started working and still is working fine. We are satisfied as long as our service continues to work. Thank you....
Regards,
***-
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 offer would have been accepted however the $25 per month of no service was not credited to our account. Furthermore, the bills sent to us have late fees and router fees for the months that the service was not working due to the router being bad. I have filed a dispute of the charges with Frontier but was advised it could take up to 35-45 days to resolve. The month prior to this I was advised the charges would be corrected however it wasn’t.
Regards
Frontier advises, all adjustments require time for posting to a Frontier statement which is usually within 1-2 billing periods. The $50 plus tax in promised credit has applied to the account along with credit for late fees. The total credit applied to the account is $73.68. This credit is available for review via Frontier.com though the customer's account login. Credit will post on the November 1, 2019 bill date. Frontier apologizes for any inconviencene the above matter has caused and trust this information will assist you in closing this complaint.