Frontier Communications Reviews (4127)
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Description: Cable TV, Internet and Telephone Installation Companies
Address: PO Box 20550, Rochester, New York, United States, 14602-0550
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I cancelled my service because frontier would not keep me connected to the internet and I sent their modem back with UPS tracking number *** and dropped this off at a UPS store on June 8th in New Albany, IN I was due $68.80 credit and Frontier never paid me. Now in August instead of paying me my $68.80, I got a bill with a charge of $107 for the modem I sent back. I filed the claim with UPS and package is lost. So Frontier told me on phone they are not going to refund me $68.80 and charging me $107 and now I own them $38.80. UPS stated that they gave Frontier the info they needed and Frontier should retract their $107 charge. I am a disabled Veteran on a limited income and this has stressed me out so bad. I keep calling Frontier and they keep transferring me and won't help me, then I contacted them on Facebook and they still won't have an account mangager call me. I am so distressed over this. I did my part, why won't Frontier do theirs? Are they that crooked?
I cancelled my service because frontier would not keep me connected to the internet and I sent their modem back with UPS tracking number *** and dropped this off at a UPS store on June 8th in New Albany, IN I was due $68.80 credit and Frontier never paid me. Now in August instead of paying me my $68.80, I got a bill with a charge of $107 for the modem I sent back. I filed the claim with UPS and package is lost. So, Frontier told me on phone they are not going to refund me $68.80 and charging me $107 and now I own them $38.80. UPS stated that they gave Frontier the info they needed, and Frontier should retract their $107 charge. I am a disabled Veteran on a limited income and this has stressed me out so bad. I keep calling Frontier and they keep transferring me and won’t help me, then I contacted them on Facebook and they still won’t have an account manager call me. I am so distressed over this.
Ms. activated service on February 21, 2017 and deactivated service on May 29, 2019.
Ms. spoke with a Frontier agent about adjustments to the account for equipment charges. She was billed $107/Broadband Unreturned Equipment Fee on the July 28, 2019 billing statement.
The account was flagged for equipment return and a credit in the amount of $107.00 was issued to cover the unreturned equipment fee of $100 plus tax on August 13, 2019.
Ms. has a credit of $68.80 on the final account. It will be refunded to her with 30-45 business days.
Frontier apologizes for any inconvenience that the matter mentioned above has caused Ms..
We trust that this information will assist the Revdex.com in closing this complaint.
Thank you!
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 have been conversing with Glenda H from Frontier on the phone and emails and she says Frontier has agreed to remove the $107 charge for the equipment return, but cannot tell me when it will be off my account. I heard since May that I would get my refund of $68.80 in 30 days, then it was 60, then they changed me a disconnection fee of $9.99 and then my refund would be $68.80. I could not use the internet for all of May and called multiple times. So now it is almost the end of August and I still do not have my refund. Now Frontier states I have to wait another 60-90 days. I am a disabled Veteran on a limited income and I need my money now. They make me pay the bills ASAP and I have waited over 100 days.
Regards
Revdex.com Reference #: ***
Nature of Complaint: I cancelled my service because frontier would not keep me connected to the internet and I sent their modem back with UPS tracking number *** and dropped this off at a UPS store on June 8th in New Albany, IN I was due $68.80 credit and Frontier never paid me. Now in August instead of paying me my $68.80, I got a bill with a charge of $107 for the modem I sent back. I filed the claim with UPS and package is lost. So, Frontier told me on phone they are not going to refund me $68.80 and charging me $107 and now I own them $38.80. UPS stated that they gave Frontier the info they needed, and Frontier should retract their $107 charge. I am a disabled Veteran on a limited income and this has stressed me out so bad. I keep calling Frontier and they keep transferring me and won’t help me, then I contacted them on Facebook and they still won’t have an account manager call me. I am so distressed over this. I did my part, why won’t Frontier do theirs? Are they that crooked?
Ms. activated service on February 21, 2017 and deactivated service on May 29, 2019.
Ms. spoke with a Frontier agent about adjustments to the account for equipment charges. She was billed $107/Broadband Unreturned Equipment Fee on the July 28, 2019 billing statement.
The account was flagged for equipment return and a credit in the amount of $107.00 was issued to cover the unreturned equipment fee of $100 plus tax on August 13, 2019.
Ms. has a credit of $68.80 on the final account. The account reflects a $0 balance. It will be refunded to her with 14-21 days from August 31, 2019.
Frontier apologizes for any inconvenience that the matter mentioned above has caused Ms.. We trust that this information will assist the Revdex.com in closing this complaint.
On May 7, I notified Frontier that I would be cancelling my service and porting out my number to *** On the very last day or the billing cycle,5/21, my number ported out. I am receiving a bill for service from May 22 through June 21. I have called and spoken to customer service reps at least 6 times. I filed a dispute and someone named Charlie from Kentucky said that someone from Frontier Would contact me to discuss. That never happened.
All of the folks that I have spoken to agree that I do not owe the bill and within three billing cycles it would be straightened out. Today I received a letter from a collection agency!!!! Once again I called and was told byJessica that I did not owe anything but that communications between departments did not occur and there was nothing she could do.
My bill was paid in full through the port date of 5/21.
I should not have to deal with a collection agency. Frontier needs to make this right!!!
On May 7, I notified Frontier that I would be cancelling my service and porting out my number to *** On the very last day or the billing cycle,5/21, my number ported out. I am receiving a bill for service from May 22 through June 21. I have called and spoken to customer service reps at least 6 times. I filed a dispute, and someone named Charlie from Kentucky said that someone from Frontier Would contact me to discuss. That never happened. All the folks that I have spoken to agree that I do not owe the bill and within three billing cycles it would be straightened out. Today I received a letter from a collection agency!!!! Once again, I called and was told by Jessica that I did not owe anything but that communications between departments did not occur and there was nothing she could do. My bill was paid in full through the port date of 5/21. I should not have to deal with a collection agency. Frontier needs to make this right!!! Contact by the business They square things with the collection agency.
Per Frontier records:
Mr. established service on November 1, 1978 and disconnected as of May 21, 2019.
Mr. was billed for charges from May 22 – June 21, 2019 on the May 22, 2019 billing statement totaling $99.61. He also billed an additional $17.18 on the June 22, 2019 billing statement for partial promotion credits already given. Left a balance of $116.79.
Mr.’s current balance is $0.
Mr.’s account has been credited in the amount of $116.79. The credit was approved on August 12, 2019. Frontier has reached out to the Collection Agency to have the negative remark removed and the account updated. The account will be updated within 20-45 business days.
Frontier apologizes for any inconvenience the matter mentioned above has caused. We trust that this information will assist the Revdex.com in closing this complaint.
Our house constantly has no internet every time I call it's weeks before appointment to be repaired no one contact us to update on issue last week I got 3 messages about internet being out week before they had just repaired it after us being out of internet for 3 weeks
Thank you for referring the complaint of Ms. *** to our office for review. We appreciate Ms. for bringing this matter to our attention.
According to the complaint:
Ms. advises that she has been experiencing intermittent speed and connectivity issues with her Internet service from Frontier.
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 is providing the fastest Internet it can at this location at this time.
Frontier advises Ms.’s service was repaired on August 26, 2019.
Frontier apologizes for the missed commitment experienced by Ms.. Frontier is working on opportunities to alleviate customer frustration related to missed commitments and repairs.
Frontier has applied a credit adjustment to Ms.’s account for the time out of service. Please allow 1 to 2 bill cycles for the credit to appear.
Frontier communicated the above information via phone message and provided 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.
Daily I'm restarting my internet due to throttling. I'm supposed to have atleast 28mbps download speed and I am usually getting under 6!!! I'm paying 70 dollars a month to receive 30mpbs and I never ever get that. I've called dozens and dozens of times and have always received the worst customer service along with waiting on hold for hours and I mean HOURS to talk to a competent person.
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.
Frontier tested the access line and found that Internet speeds were within an acceptable range.
Frontier attempted to reach Mr. to discuss internet service but was unsuccessful.
Frontier advises if Mr. experiences internet issues to contact technical support for assistance.
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 called to cancel our internet service because we were moving out of state and to an address that they don’t offer internet services. I asked that they send me a return label or box to send them the internet box back and they agreed to do so. I also was told that I would be charged a cancellation fee for $9 I asked for it to be waived and the lady agreed and said she was able to reverse the fee. Mind you we enjoyed our internet service and didn’t want to cancel, but had no choice as they do not offer internet in La Center Wa where we moved to. That was the end of that call after she got my new address updated.
7 weeks later I call to check on the status of the return label that I haven’t received to send them the box back. I was informed only after I called that I had a $9 balance owed. I talked to one guy who said he saw the fee charged, reversed and charged again. I was upset and said I was originally told that my account was paid in full and that I was told the fee was reversed. After being transferred to the cancellation department and then back to a customer service rep nothing got solved. They kept saying they couldn’t reverse it and that it had never been reversed. Which is not what I was told on the first conversation.
The outcome of this should be the $9 fee reversed as that is what I was told when I first called right after we moved. I would also like the shipping label as. a box like that said they would send so I can send them their property back the internet box isn’t mine and I don’t want to be charged years later for it. They don’t seem able to do anything in a timely manner. They also have not sent me a bill with the $9 fee so I would have no idea that it was owed unless I took the initiative and called to check where the label and box were.
Thank you for referring the complaint of *** and *** to
our office for review. We appreciate
them bringing this matter to our attention.In the complaint the customer expressed concern regarding a $9.99 Cancellation
fee and return mail packaging not being received. When the customer moved out of state and to a
non-Frontier address, the inquired about return labels or box to return the
equipment in. They were also advised of
the $9.99 Residential Broadband Processing Fee.Our records indicate the customer discontinued service June 27, 2019
and the charge for the Residential Broadband Processing Fee was present on the
July 1, 2019 billing statement. This is
a fee Frontier bills for cancellation of service on the closing statement after
service (s) are cancelled. The customer
advised they were notified of the fee, but also informed it would be
reversed. This balance of $9.99 was
written off August 24, 2019.On August 27, 2019, the request was submitted to waive the fee of
$9.99, as customer was advised it would be removed. Review of the account does not reflect any
outstanding equipment; however, I have requested the customer contact me and
confirm receipt of return mailing material because our records indicate there
is no associated equipment found for this subscriber.Mr. and Mrs. will be notified upon receipt of credit
approval/denial. We sincerely apologize for the difficulty experienced as a result of
the above matter. Should Mr. or Mrs.
*** wish to discuss this matter further, I can be reached at
EXT 111-3143.Thank you,Felicia TExecutive Customer RelationsFRONTIER
COMMUNICATIONS
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 called Frontier Communications on 5/20 /19 to cancel my service because the promotional pricing had ended and the new pricing was too high. They explained I'd be billed through the rest of the month. In July, I received a bill for June and July. I called customer service again to cancel my account and asked why it had not been done so before. Cust. Service claimed I got upset and never completed the cancellation. Cust. Svc. gave me a confirmation number *** confirming they'd cancel my account. August 1st, I checked my account again and I still had an active account. I spoke with Mathew in customer service who said I'd have to wait until 8/5 now to cancel my account. I asked to speak to his supervisor and explained I'd been trying to cancel my account since May! He got back on the line, stated he'd credit the $386, and asked in return that I'd complete a survey saying how well he managed my call, which I did. It is now August 8 and I just received an email from Frontier with a billing statement saying I still owe $386!!!!! I am trying to access their website and it is down. I finally received the box to return my equipment to Frontier. I should not have to pay for charges for service I had cancelled in May! Matthew confirmed that I had called on May 20,. 2019 asking to terminate my service...that it was all logged in their system and did not understand why they had not cancelled it yet.
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. & Mrs. stated account disconnect request May 2019 not completed.
Frontier has investigated the above statements and offers the following response:
Frontier advises account has been disconnected and credited. The balance on the account is now $ 10.57 for the broadband processing fee. This is billed for all broadband accounts that are disconnected.
Frontier spoke with Mrs. on August 16, 2019 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.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 13757012, and find that this resolution is satisfactory to me.
Regards,
*** &
I live at a rental unit I with two other individuals. When I moved in, the internet went out twice daily. As of today, we have no internet at all. After contacting Frontier frequently over the last week they have done nothing to resolve or amend my lack of internet. I have the 25Mb/s plan, before it went out completely, my roommates and I would get .5Mb/s. Again, Frontier showed no interest in resolving the issue or even caring at all. My landlord has been on hold all afternoon and evening trying to communicate. Frontier does not care about it's customers.
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint:
• Mr. advises they are without internet service and nothing was done to restore the service.
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 day, distance from Frontier’s equipment, among other things
• Repair history shows trouble ticket *** reported August 20, 2019 as no dsl sync. The ticket was closed September 4, 2019 as aerial conductor.
• On September 9, 2019 a credit for $50.00 was applied for one month of DSL service.
• Frontier spoke with Mr. who indicated satisfaction with the resolution.
We are confident that our response has been sufficient to address these issues. If Ms. 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.
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
To Whom it may concern
We cancelled all our Frontier services on 3/27/2019. The representative I spoke with a Frontier representative who said we would be getting a refund check since we had prepaid for the next month of April. You received that April payment on March 18th.
I was told to send back the following Frontier equipment:
This equipment was received by Frontier via UPS on
We still have not received are refund and continue to get a bill stating we owe $202.47. I’ve spoke numerous times with various Frontier representatives, the last being a ”Mike M” on 7/7/2019 4:47pm.
He stated he would take care of the matter and call my cell phone, never heard from him.
This letter is my last attempt at resolving this matter directly with Frontier. This letter will be forwarded to the Revdex.com as well as an Attorney. Please contact me via email stating when you will send our check.
this letter was sent certified mail and received I still have not heard anything and still haven't received my refund
The Complaint states that:
Mr. advises that he is disputing his 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 credit was given on August 14, 2019 for unreturned equipment that Mr. was billed for that has since been returned.
Frontier advises that a thorough audit was done on Mr.’s account, and all other charges are valid and sustained.
Frontier advises that we communicated this information to Mr. on August 19, 2019.
I have been without internet service for 3 days and I have requested call backs from representatives and I have not received any contact by either phone or email. Our
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 internet was not working and had issues with connectivity. Mr. advise he would like 3 days out of service credit. Frontier has investigated the above statements and offers the following response:
Frontier advises we have made several attempts to speak to Mr. but we have been unsuccessful.
Frontier advises we have reviewed Mr. concern and issue has been resolved.
Frontier has provided direct contact information if Mr. has additional concerns.
I recently signed up for high speed internet from Frontier. It was supposed to cost $39/mo plus a $75 install fee. I went through the credit check and scheduled my appointment. A few minutes later I received a confirmation email stating that I had services I didn't request on my monthly bill. I tried to contact Frontier multiple times, but was greeted with long wait times, no answer, and no reply. After my install, I was finally able to login to my account and there is one charge of $9.99 for Frontier Secure Personal Multi-Device Protection that I did not request. There is also a $10 charge for WiFi Router that I was not told about, I have a WiFi router that's better than the one they provided, I need this removed and the device picked up. There are also additional charges of $9.99 for Equipment Delivery and Handling Fee, again, didn't need this router. This charge needs to be corrected. They also started my service, and "discounted service" at the time the order was placed, not when the service actually started. When I tried to contact Frontier about this, I got no response from the chat and had over an hour long wait time to speak to a Billing Specialist, after navigating their ridiculous automated system. This has provided an absolutely terrible customer experience, and I'm just thankful I opted to not sign a contract with such a shady, dishonest company.
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. states that he recently signed up for Frontier’s high speed Internet for $39.00 per month plus a $75.00 installation fee. Mr. states that his first bill was incorrect and would like a billing adjustment. Frontier has investigated the above statements and offers the following response:
Frontier has attempted to contact Mr. on a few occasions, each time leaving a message with our contact information.
Frontier has not had a response from Mr. as of today.
Frontier is sending a call me letter to Mr. today in the mail.
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.
Frontier Specialist: Tami Department: Customer Relations
Frontier requires to rent a wireless router from them for internet services for 10 dollars a month claiming it is required. I have my own renter and it works after installation. Frontier refused to cancel the monthly rental of their own wireless router. This is just another hidden way of charging consumers extra without any legitimate business reason.
. The Complaint states that:
Ms. is disputing the Frontier charge for router rental, as she uses her own router.
Frontier has investigated the above statements and offers the following response:
Frontier apologizes for the inconvenience this issue has caused.
Frontier advises 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 equipmentcharges, 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 advises that we spoke to Ms. on August 15, 2019 to advise of the above.
My telephone and Internet service has been out since June 26th. I have been given several projected dates that the service will be back on however it is still not repaired. I have very little cell phone service in my area. I am 79 years old and I feel that Frontier's negligence is putting me at risk in the event of an emergency situation.
The Complaint states that:
Ms. advises that her Frontier phone and internet service has been out of service since June 26, 2019. 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 we had a wide spread outage affecting Ms. as well as others in her area. Ms.’ services were restored on August 20, 2019.
Frontier advises that we have issued time out of service credit on Ms. account from June 26, 2019 – August 20, 2019.
Frontier advises that we communicated this information with Ms *** on August 21, 2019.
I ordered Frontier internet service over a week ago for our home that we are renting. Our landlords had ***/Frontier so we thought it best to go with them since all of the equipment is in the home. I work from home so it is imperative that I have working internet. First, they said they would just need to send out a new router as I cannot use my landlords' existing one and then I would self-install. Easy Peasy. The router never came and then I received a telephone call from a tech telling me that they could not send anything because the work order called for copper when we have fiber where I live (this home has been here for 4 years and like I said my landlords used Frontier). He cancelled the order. So I call Frontier and complain. They said, "Oh we will send a router immediately." The weekend goes by and no router. I call Sunday evening and they tell me a tech needs to come out and drop a line and then they will mail me a router. That was three days ago and guess what? The tech has yet to show up and I have yet to get a router or whatever I need to self install. I am using my phone as a hotspot which is only so good and certainly not good enough to have Skype meetings which I need for my job. This is ridiculous. This is absurd. Maybe just maybe if I lived in the middle of nowhere and my home had just been built I could understand this. But, each day I hope that the tech will come out and each day no tech and no router. I cannot believe a company based on customer service can get away with acting this way. All of my other utilities worked the day we moved in. I am trying to get the city Internet access at this point but there is a backlog so I am stuck with whatever GONG SHOW Frontier puts on for at least a month. And, every single time I call in they cannot give me an answer as to what is going on or what the status is. I have lost hours of work and I look so unprofessional. I have had to work out of the library, out of Starbucks, and anywhere I can get Internet. This has been the worst customer service experience I have ever been through. Frontier needs to make this right.
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. advised that he had missed tech visit for installation.Frontier has investigated the above
statements and offers the following response:Frontier records reflect that customer original installation date was missed due to work load issues.Frontier advise that the customer services were installed on August 15, 2019.Frontier advise that we follow up with customer to issue credits for the missed commitments and for the additional billing. The credit amount $50.95.Frontier representative has made several attempts to reach customer however was unsuccessful.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
We have not had phone or internet service for almost a month now. We call but get nowhere.All we get is dates they say they will be here to fix problem but never show up.They just send us text messages saying they are sorry they couldn!t make it out to fix and give us another date. This has happened 6 or 7 times now. Each time I set home waiting for them I waste a whole day. My wife has me and pacemaker that uses a phone line to report to her doctor.she needs that phone line. Our phone line goes down like this at least a couple times a year. We are not the only ones this happens to all you have to do is ask any of neighbors. I even put in a whole new phone wire in last year from outside pole to house. It was good for almost a year, I didn!t Evan nave any static whitch is very unusaual. Every time I see the frontier repair truck on my road it seems my phone goes to hell.
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. stated that his Frontier phone has been out for approximately thirty (30) days. Frontier has investigated the above statements and offers the following response:
• A Frontier field technician confirmed that the outage was caused by damaged cables.
• Mr. has received an outage adjustment and it will reflect on the September 10, 2019 statement.
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 have been getting only 2.61 Mbps internet speed at my apartment and I'm paying the price of $48.98 a month. According to Frontier Communication's website I could & should be getting 12 Mbps for that price. I've called in the past to complain about my internet not always working and also getting low Mbps. It has not changed and I can't afford to pay almost $50 dollars a month for less than 3 Mbps. I'm paying more than what's being advertised right now for 3 Mbps. I am being (over) charged for service I'm not even receiving.
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 receiving the
speed of 2.61 Mbps and paying the price of $48.98 per month. He viewed the Frontier website and stated he
should be getting 12 Mbps for that price.Our records indicate Mr. is subscribed to Broadband Max
6M/1M. This is the only internet option
his address qualifies for. The Premium
Max speed seen online is not a product Mr. address qualifies for. It is imperative to note the speeds are not guaranteed and are up to
6M. The speed of 2.61M is within the
range of the product Mr. currently subscribes to. The issue with the speed has been referred to
Technical Support but there are no guarantees he will receive 6M
regularly. The rate of the internet is currently $44.99, and again, it is the only
product available for this address.Mr. was contacted, and my contact information was provided. Mr. will be contacted by technical
support.We sincerely apologize for the inconvenience this matter has
caused. Should Mr. wish to discuss
this matter further, I can be reached at 844-320-4445 EXT 111-3143.Sincerely,Felicia TExecutive Customer RelationsFRONTIER
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.According to the business I complained against, Frontier Communications, they told me three times I could NOT receive 12 Mbps because my address did not qualify. However, when I talked with technical support about my internet speed, they said I could get 12 Mbps but at a higher cost- $63.00 plus taxes. I told them I was getting less than 3 Mbps (around 2.5 Mbps) for 48 dollars. They want me to pay $20 more (after taxes itll be $68) to get the speed I should already be getting for the price Im paying! Thats ridiculous especially when considering how online up to 25 Mbps is advertised by Fronitier for 34.99.I want my internet speed to be increased to what is fair and right because who would want to pay 48 dollars for 2.61 Mbps! I don't think anyone would unless they wanted to be taken advatage of and to be stolen from. I'm not going to pay more money for an internet speed that I should aleady be getting. I feel like my concern is not being dealt with and I'm looking into alternative internet providers. Fronitier needs to take this seriously and fix my internet speed soon!Fix my concern
Thank you for referring the complaint of *** to our office for
review. We appreciate him bringing this
matter to our attention. Mr. was previously advised his current internet option is the
only option available to select for his address. Although the 12 M is the highest speed that
qualifies for his address, the option is not present This matter was escalated again to Engineering and they can validate
the address in the system. They will
make the 12M available in the ordering database for ordering. Mr. was forwarded an email October 2, 2019, advising him the 12 M
can become available and the monthly recurring rate will be $49.99, and a
Wireless Router Fee of $10.00. The first
billing statement, should the customer choose to upgrade, will be slightly
higher due to connection fees, and prorated charges for the number of days the
new service is active.Once Mr. notifies us of his decision, we will move forward with
the order, or leaving the service as is.We sincerely apologize for the inconvenience this matter has caused.Sincerely,Felicia TExecutive Customer RelationsEXT 111-3143FRONTIER
COMMUNICATIONS
I Paid For Internet And Phone Services And They Came Out And Set It Up. The Next Day After Installation My Internet Did Not Work. I Called To Figure Out And They Inform Me That The Service Was Attached To A House In Texas And I Like In Florida. I Called And Cancelled Services. Couple Months Later A Collection Agency Called To Collect 189.08 For It!!! Wouldn’t Dare Choose This Company As A Provider For Anything
We have been without home phone service for 8 days. Frontier says they're having an issue with cables and that 5 other customers in this area are affected. Without phone service I cannot conduct home office work, and our alarm system cannot be monitored. There should be no reason why it takes over a week to repair a phone line issue. Customer service reps can only look at the repair ticket progress and are unable to assist with getting repairs expedited.
Frontier has investigated the above statements and offers the following response:
Frontier received a report of service issued on July 30, 2019 and dispatched a technician on August 7, 2019 whom restored services.
Frontier issued appropriate credit to Mr.’s account for the time out of service.
Frontier attempted to reach Mr. to advise of the above but was unsuccessful. Frontier did leave a message for Mr. that included direct contact 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 find that this resolution is satisfactory to me.
Regards
We moved locations to expand our business and were mislead into thinking that service was available right away at the new location when we called to notify them. When we moved in, service was not available for 2 months due to "engineering issues" once a representative came out. Our business cannot run without internet and this cost us thousands of dollars being down until we were able to secure services from Spectrum since Frontier was unable to provide us working service. They were unable to provide us copies of where we signed a contract stating that we have to pay a termination fee but still imposed this fee.
Frontier had found that the customer had made a request to move to a new location of ***. On the date of May 2, 2019 is was discovered that the new location would need a new terminal built at the location and that this would require city building permits. These permits typically can take 45-60 days for approval.
Frontier had received a call from the customer on June 18, 2019 to cancel the service order due to the length of time it would take to get the installation to complete. The customer was informed at that time that a penalty fee would apply under Frontier’s terms of service.
Frontier had reevaluated the decision on the termination penalty based upon the delays for engineering and had approved a credit of the $757.43 on August 19, 2019.
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. Please have Frontier send a closing letter showing the account is at a $0.00 balance and is closed.
Regards
I cancel my services with Frontier the day the billing cycle started. I was told the company has a policy to charge the full balance if the transaction was made during an active period but that as a courtesy I wouldn’t be charged but just for the disconnection fee.
Then I got a bill for $185.35 to which I contacted Frontier on a live chat and spoke with a representative named Ana on 06-12-19 and she said the charged should be dropped and I should wait 1-2 billing cycles to get the actual bill. I checked my online account in July and still showed the $185.35 balance and I contacted again Frontier and I was told the same thing. That I would only be charged the disconnection fee and should wait one more billing cycle, and gave me a confirmation number.
Then I received a bill for the outstanding balance of $185.35 letting me know if no payment was received it would be reflected on my credit report. This time I called and the representative told me I was responsible for the full amount, and that no notes were made in the system. I explained I printed the chat conversation of the Frontier representative but the person over the phone didn’t care for it.
The Complaint states that:
Ms. advises that she is disputing her final bill 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 per our Terms of Service, unless otherwise required by applicable law, your termination of Service may be effective on the last day of your Frontier billing cycle for all applicable Services.
Frontier advises that Ms. canceller her Frontier service on June 7, 2019 which is the first day of her bill cycle. Per our terms, Ms. received charges through July 6, 2019.
Frontier advised that as a courtesy, we have credited Ms.’s account for the new charges that were billed for the period of June 7, 2019 through July 6, 2019.
Frontier advises that we spoke to Ms. on August 15, 2019 to advise of the above.
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 started service with Frontier when we moved to our new home in March 2019, but our internet stopped working on Saturday, July 6. I called and they were unable to help restore service over the phone, and a technician was not able to come until Thursday, July 18 to check out our service interruption. We were finally able to move up the appointment to July 15 via their app, and took time off work to sit at home and wait, but no one showed up. They wouldn't call us to give us updates, and the local office was unable to help. Every time we tried to call customer service, it was a 45 min to 2-hour wait and we always got disconnected. On Tuesday, July 16, I called and cancelled my service. I later called the billing department to complain that I should not be charged for service that was unavailable to me one day after the new billing cycle started. The customer service representative obtained supervisor permission to credit most of my billing amount back to me, so that at my August 5th due date, I would only owe $1.00 and some change she said. The billing amount never changed. Today (August 7), I called the billing department back to inquire about my charge, and he said after my phone call, it was elevated to the next level and they ended up declining my credit because I was in the billing cycle. He told me I wouldn't have access tp speak to the area that had the elevated decline of my billing refund. When I told him I didn't think it was fair that I would need to pay for service I never received. He told me I didn't have to pay my bill, however it would likely be turned over to collections next month.
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: Mr. is disputing his bill for services from Frontier. Frontier has investigated the above
statements and offers the following response:Frontier advises that Mr. 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 advises that a courtesy credit was issued in the amount of $25. Frontier advise that Mr. has a balance owe to Frontier of $8.36.A representative advised 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.Frontier Specialist: Tocoma
K. Department:
General Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID. I appreciate the $25.00 credit they issued and will consider that satisfactory. While they did not address the issue in regard to my complaint (requiring customers to pay for service they did not receive), I will pay the remaining $8.00 balance to formally end this business relationship, while I advocate for others to never trust Frontier for service in the future.
Regards