Frontier Communications

I placed an order to have phone and internet services installed. I ordered 9mbps on both of my wifi orders. The technician cancelled my order on the day of installment. I took a day off work and waited all day for the tech to show up. I didnt know anyone wasnt coming until I called Frontier communications myself and learned they cancelled my whole order. The reason for cancellation was supposably I requested 6mbps , it stated clearly in my email confirmation it was 9mbps on both. I had to wait 2 weeks on the appointment.
So, I set up another appointment for wifi / phone installment. They had to re run my credit , and I had to wait another week 1/2 on a tech to come out. Another day I had took off work was wasted. They cancelled my appointment yet again, without any phone call. I speaked with a manager. The ports are full. We live in a very rural area and frontier communications is the only internet options we have. I help operate a business from home with my fiancé. He operates a business and when equipment breaks we have no way on ordering . I have to drive over an hour to have cell phone service. This is very inconvenient, and makes it very complicated when it comes to keeping our business going. I wasnt even offered to be put on a waiting list. I had to request it. I shouldn't have to beg to give a business / company my money every month for their services.

Two years ago I switched from phone/internet/TV to only internet/TV. I discovered an internal wire maintenance fee that was associated with the phone service that was never removed from my bill. Frontier is only offering to reimburse for 5 months, and not the full two years.

Frontier keeps billing me and increasing my bill when months ago I had numerous calls with them complaining that I was not getting tv service through wireless and ultimately told them to disconnect and that I would not be using. They have a contact listed as July 6, 2019 but my calls were much earlier than that. I have not used their service in months since it did was not able to provide me service. Now they are harasseding me.

I have moved into a new home and was set up to have telephone and internet service installed. I receive a date and time for a scheduled install. I take the day off because someone has to be there in order for them to install anything. I receive several text messages 'reminding' of the scheduled appointment and then no one shows up. I then go next door to call Frontier and they offer no solution except to schedule another appointment. This has happened four times and to this day a technician has not showed up on scheduled appointments even though I receive 'reminder texts' the day before. I have lost 4 days of work because of this. I have no phone to dial 911 in case of emergency and I have to go next to check my messages because my supervisor schedules my work days via text. This has been the most frustrating experience ever. I have another appointment scheduled for August 14 and I KNOW they won't show up. When calling Frontier, they have no answer to help me out.

I canceled my service with Frontier Communications on 13 July 2019. The latest billing cycle had started on 10 July 2019, so the billing cycle was 4 days in when my service was canceled. On 5 August 2019, Frontier Communications withdrew $103.53 from my bank account for services beginning 10 July through 9 August 2019. I called Frontier on Two separate occasions on 6 August 2019 to inquire as to why I was billed for the entire billing cycle when I had canceled when only 4 days of this cycle should have been charged. Both instances I was told that since I canceled after the new billing cycle had started I had to pay for the entire billing cycle even though I was no longer using their services.

I am a customer of Frontier for internet and home phone service. I have had issues with them since my service was connected. I practically call monthly about not having service or having service for a week and then nothing at all. My services was supposed to have been totaling to 50.00 with taxes because of a credit that was promised as long as I keep my services active. That ended up stopping unknowingly and my bill started coming higher. My internet service barely works. Can not watch on demand because of the poor service or no service at all and have to use my mobile device for internet service. My land line has no dial tone ever. I was told that I can only report it once the month is over and then they will review it and give me a credit for each month. I did as I was told and noticed my bill kept getting higher with no credits so I stopped paying the bill because I was not receiving service or getting credits. After technical support over the phone and 2 or 3 technicians coming out my services are still the same. They have the worst customer service and your on hold for 45 minutes until you even get a live person and even talking to a manager and calling the president's office no one knows anything and can't do anything. All they keep saying is it's pending review for credits for months now but my bill keeps coming in higher and higher. I want to cancel but want to make sure while they are investigating they can see my services are not working . I'm scared if I disconnect they won't give me the credits and say they can not see anything. I will not recommend this service and just want to cancel but I refuse to pay the amount they are billing me for. Between loss of lunches from my job because of wasted calls to them on my break, stress of not being able to talk on my home phone or accessing my on demand or movies for my daughter because of the loss of internet, can't get on my computer and work from home. Having to use excessive amounts of data from my cell phone service and the way they treat their customers is just a horrible experience that I will never want to experience or anyone else to. Please help.

Frontier internet is terrible in our area. Our vacation home is on a road with about 5 homes. Most of them part time homes. They were putting in new lines on our road, so our internet stopped working. We talked to the tech that was working, who stated yes, that our internet would be back up and running soon. We did not have concerns because we are only there every other weekend. We felt no reason to call because they seemed aware that the internet was out. After 2 months, we called. Remind you, thought the tech knew it was out and we are only there every other weekend as a vacation home, so it was not high on our priority list. Also we have an account at our main home, which IS NOT WORKING!!! The did send a tech and he said they crossed the wires and reconnected it at the box outside. So we called for a credit. After being on hold and transferred for 3 hours- I get Janette in retention. Janette was extremely rude and refused to give me her ID. She told me that... she was refusing to give me her ID. Janette told that the were not going to give me 2 months credit for my service being out. Mind you. I HAVE 2 ACCOUNTS. She said if you want to cancel, you can, but we are not going to give you credit. But I clearly didn't have service for 2 months. She told me that is not her problem and that I could find another provider if I wasn't happy. I said there is no other provider-which I think just made it worse because she was even more rude. I asked to her supervisor and she told me she didn't have one. I said what??? are you the president of the company?? She then said no, she has a supervisor but she would not transfer me. She said I will pass your number to him and hung up. This is ridiculous. I have 2 accounts. 1 is not working right now and the other just started working after 2 months. Janette who works in retention tells me to go find someone else if I was not happy. All I asked for was a credit for the 2 months we did not have service. They are willing to lose 2 accounts which are paid monthly for years rather than credit 2 months for which THEY DID NOT PROVIDE SERVICE. Oh and before I got Janette, I got some guy who tried to sell me a business account for more money, so that when my internet goes down, the tech will be there faster!!!! So basically pay more for service that keeps going down??? What the heck!!

We had an appointment scheduled, and received daily text reminders including the day of, but nobody ever showed up. When we called to check, we were first told the work order didn't "go through", and then later that the appointment had been cancelled. We had been waiting over 4 hours and then another hour reaching out to Frontier to find out why nobody showed up. When asking for escalation, they said it couldn't be done since it was too late in the day, and for us to call back Monday. The Monday call was just as fruitless.
We have children at home, and one who is reliant on the internet to communicate with us.

I was previously a *** customer when Frontier bought them out. Then I was converted over to Frontier. I purchased my internet hardware with *** outright so I owe nothing and do not pay rental fees on the equipment. Now Frontier is charging me $10/month rental fees on equipment that I own outright. I have called several times and every time it is the same story...sorry, the system won't allow us to remove these fees or refund the money. The customer service reps seem responsive and try to help out as much as possible but their billing system is rigged to scam people out of their money. Then they just sit back and steal your money month after month with no remorse.

I cancelled my services with Frontier and was told that my services were to remain connected until August 1st as my next bill date was August 2nd. My services were disconnected July 26th. I want my bill credited for the week that I had no service. I shouldn’t have to pay for a week where I had no services because Frontier turned them off early for no reason.

Required Field Frontier Communications August 6, 2019
To who it my concern,

On or about the first of the year I called pertaining to my bill and or a promotion that ran out, I don’t exactly remember. I got the matter resolved and during the course of the conversation Frontier’s rep asked if I wanted a trial faster internet speed to try for a year for free. After a year, if I chose to keep, it would be $10 per month. I explained that my current internet works fine and has plenty of speed, but I would try to see if there was a huge difference. I agreed with no written agreement or terms & conditions to review. Nothing except a Frontier’s rep verbal commitment that it was free for a year and $10 a month then after if I chose to continue service at the end of a year.
My conversation was done, and I achieved what I initially called for. Several days later I got a phone call from a field tech, he explained to me he was at my house to replace equipment for new internet service. No appointment was made. I had the ability at the time to drop what I was doing and head home. The service man spent an hour or so working on or replacing equipment. No terms and condition or paperwork were given to me to review or sign.
My next billing was for $307 almost twice my normal $160. I called and it was explained to me that my internet promotion ran out when I upgraded. What Frontier needs to understand is I didn’t come to you for any services at any time. I had Verizon and was rolled over to your service by a buyout. I didn’t ask for an internet upgrade. I was “grandfathered” in at a price and equipment that served my needs fine. By the way “grandfathered in” is the term your customer service person used in their explanation. I didn’t ask for an upgrade, I was offered a “FREE” promotion.
I said “this isn’t what I want, come and get your equipment, put my old equipment back with my original terms & conditions. I was told my bill was adjusted to $154 so I happily moved on.
I was misled and duped, when the next bill came and there was no adjustment. Why would I take on another $150 in service? I’m 66 years old and on a fixed income call social security.
Please note I have free time to research elder abuse which in the state of California is a big offence. Also look into a class action suit. I will copy and paste this on every internet posting I can find. I will file complaints with the Better Business Burrow, Consumer Affairs and anyone else that will except it and listen not limited to local news.
If Frontier thinks they are above the law and moral obligations to their customers, we will soon find out. I will be tracking the cost to date for overages paid.
To date I have spent hours on the phone with customer service. Each time I have been able to have my payment adjusted. Every time the bill comes un-adjusted. Again, lied to. The last adjustment was made February 21, 2019 for the monthly payment amount of $164.77 per conformation #*** which is the amount I used to bring my account up to speed and to only be shut off yesterday.
As of today, I have been told by customer service to reach out to collections with my problem, they didn’t want to discuss my issue with me and told me to reach out to retention and they didn’t want to discuss my issue.
If Frontier thinks for a minute, they are too big for one person to challenge I’m in.
Yesterday I got and email stating Frontier has Dropped *** Sports who televises *** the world prestigious and riches motorcycle racing in the world. I'm a huge fan and it was pulled out from under me.

I purchased 200+ movies from *** and the Frontier. I have called numerous time and spent greater than 1 hour today trying to figure out how to access them and it has not worked. I can see the movies but cannot view them. I am on hold again but am frustrated. I have a job and usually cannot use this time to not be successful.

they installed internet on a Thursday. it worked for about 5 minutes. called and they got it working for another 5 min. after the 4th time I asked them to send the service tech back out. they said they could reschedule 5 days later. I cancelled my service. they keep trying to collect $77. they sent it to collections. worst experience ever.

Over the past year, I've had on and off issues with my video service from Frontier. Recently, I had the 5th technician come to my home to attempt to fix the issue (pixelation). No one knows how to fix it which is beyond belief. Anyway, approx. towards the end of May of this year, Frontier sent me 2 cable boxes to try and resolve the issue. After receiving the boxes, the issue seemed to have resolved itself and they called about a week later asking for the boxes to be returned, which I did (via UPS on 6/5) with the labels they had enclosed. The woman at the UPS store told me to save the receipt she gave me because Frontier is notorious for claiming they never received the equipment. About 1 month later in the evening, a message appeared on my TV's stating my service had been suspended due to a billing issue (un-returned equipment). Fortunately, I was able to get in touch with tech support, explained my situation and gave him the return numbers from the receipt, which he entered into their system. Then a few days ago, I had to call again about my video issue and noticed online I had a credit of about $225. I spoke with a woman in the "retention " dept. and she confirmed the credit. I then received an email notification Sunday stating my statement is now available online. When I looked at my account yesterday, my credit "disappeared" as again they claimed that they never received the cable boxes. Here I am having to call Frontier again. After several minutes, the woman I spoke to found the shipping numbers I had given to the gentleman back in June. When I asked when I would see the credit back online, she at first said something along the lines of the next billing statement; after they locate the equipment. That isn't going to fly. I have been extremely patient in dealing with Frontier, but my patience has run out.

My landline has been out since 8/2. I am unable to make phone calls as the line is all static. I am 92 years old and this is my only means of making a call including calling 911 if need be. I was told the soonest someone could get here is 8/9. If I am to have a medical emergency I am unable to use to phone to summon help. This information was relayed to Frontier and they said they would try to rush it as I'm also a fall risk. As of 8/6 nobody has made any attempt to repair the phone.

We purchased or rural home 2 years ago. Frontier guaranteed us phone and internet. We are paying for 24mb and getting 10 at most. We are calling every month because we have no phone service or internet. It has been a constant struggle for 2 years. they will not reimburse us our money and when and if they come fix our problem they leave all their trash. One technician tied a ground wire to the over head lines in order to pull it down far enough to work on it. Our phone lines are spliced, not fixed. Any time the phone goes out the closet fix time is 2 weeks every time. Now we have been without a phone for 2 months and they just canceled on us agin and have to wait another 2 weeks to have a home phone. If we have an emergency we have to drive a mile down the road to make a phone call. We have to have a home phone and they have yet to guarantee a phone or internet and they refuse to refund our money until the line is fixed. They can't even contact us because we have no phone. We have a 5mo old gran baby and we they are too afraid to visit because we have no phone. Now again we are without a phone for over 2 weeks and now they cancelled and can't fix our phone until the 21st????!!!!! We need a home phone!

Frontier is not honoring contract written by their sales associate. Contract does not match billing. They are charging for items (dvr player) that are listed on contract as free for two years and only giving one year discount on program package when contract states two years. We tried to rectify the situation with management (Keimon) to no avail.

We were receiving television, internet and phone service from Frontier. We changed our service over to ***/*** on May 11, 2019 and cancelled our services with Frontier. We are being charged an installation fee for that day and no one came to our home from Frontier. The only technician was the one from ***/ *** who installed our new service. We were charged an installation fee of $75 dollars on that day by Frontier Communications.

We have called Frontier several times and have several notes of times and people we talked to. Our first contact with them was on June 6, 2019 and we talked with Pat and she transferred me to Anita and she told me that it would take 5 - 7 business days to remove the fee because it had to be a mistake and we would have a zero balance.

We received another bill and called back on July 1, 2019 and spoke with Nicole at 2:50 p.m., she filed as dispute and I was forwarded to Kristan in Customer Care and was told "accounting cannot remove disputed charges". At 3:03 p.m. we spoke with Andrew and he told us he was submitting request to offline team and that team decides whether to adjust or deny. He said team would contact us in 7 - 10 days. He also told us that there was a $9.99 broadband disconnect fee. This fee was never put on any of the bills received. A letter dated June 26, 2019 came in the mail saying that our account was past due and that the account was being sent to collections.

I called Frontier and was told it had already been sent to collections. I never received a notice regarding the decision of Customer Care. I received a letter from *** of Connecticut, Inc. informing us that our account was in collection. I called Frontier on 7/30/19 and spoke with Crystal and was told it was out of their hands that collections had it and they no longer had anything to do with it. She told me to call the collection agency and tell them it was a Tech Fee and to have them take care of it. I called the Collection Agency and spoke to Hailey and she asked me to fax the last bill I received showing the $75 fee and I did so. I called the collection agency today and they said they would have Hailey call me back and she never did.

We have gotten nothing but a run around with this whole matter. I have paid all my bills up to date and I do not see why I should have to pay for an installation fee when my account was shut off on that day.

Company missed two scheduled service installation appointments, for 2 consecutive days resulting in 10+ hours of lost time. When trying to find a solution to the problem, was given the run-around and transferred multiple times over the course of several days. Company rescheduled service for today without notifying me.

I have had several issues with this company, I have skipped over the customer service lines, as instructed by an executive at the company, and contacted the "Office of the President" directly and my problem is yet to be resolved as they claim that "they have not received their equipment." They claimed that I received two pieces of equipment, and I only received on (which was returned in the prepaid box through UPS). I am concerned that my bill will be unfairly overturned to collections, or that I will continue to be charged for a service I do not use, and equipment that I have already returned.