Frontier Communications

On 7/6/19 we had an electrical storm in our area of our home. Our phonelines were out & our WiFi kept dropping. It was 5 days before our phones were restored, but our WiFi continued to drop. I called many, many times and was on the line with them for many hours ( 1 call on 7/24/19 alone was 2 1/2 hours). Finally getting a supervisor that call who confirmed 368 dropped internet connections from 7/6/19 - 7/24/19 alone. To date I still have not been able to get a tech to our house to repair the issues. I was bumped to 8/15/19 repair. I was also supposed to get credits for loss of service during this time period, but bill came in with norm credits! No WiFi at my home means not internet & no cell service.
We have been with frontier since 1992 & no one seems to care!

Frontier advertised an internet speed and sold a speed that was apparently not available in my area. The sales rep that I worked with insisted that it was. When the technician installed my internet he was not able to get the speeds that was sold in the package but was able to get me 3/4 of that download speed, but that they would discount my bill about $7 a month. After a few days, my speed was reduced to just 1/4 of the original internet speed that I signed up for. I am now signed up for a contract for 2 years at a fraction of what was promised, advertised and delivered.

I had two technical support questions. I called their technical support number, the automated recording told me to go to the website. I went to their website, started a chat (as per instructions), waited an hour and finally got to talk with someone. I asked my questions and was told that the only way I could get help was if I called the number I had previously called. This circular reference really annoyed me (of course, plus the waiting time). For this reason I am giving them 1-star.
They are the only fiber optic ISP providers in the area and it seems that they are really taking advantage of their monopoly power. I do miss ***.

My landline has been out since July 21st and Frontier has still not fixed it. I have DSL over the phone line so my internet is also out. We have no cell coverage so we have to drive a couple miles to use our cell phones. I have contacted multiple people multiple times at Frontier and still have no service. We are senior citizens and can't contact any emergency services if needed. This outage is affecting multiple households and Frontier seems to be doing NOTHING. Our phone service goes out for days at a time every month and Frontier doesn't seem to do anything to fix it.

when I called it was stated was 24 mb of service for one price so I switched from sudden link to frontier. Was not until after was connected I was told 9 to 12 mb so after, I called and told them that it was false advertisment, they then discounted a seconed router that still only gave 12 mb per speed that lasted 3 months and then went to normal price. I was ok I guess with this because I have use the net for my kids that do online schoolling. but then one box went out and for 2 months never sent anyone out just sent me a new box and still did not work. and {Frontier was still billing me} told them has to be in the line, so now they say give them another week and they will have someone out to look at it. When I asked for corp number I was given an adult singles number for people over 50 years of age and I know was not a mistake because I had Joe repeat 3 times the number as I been writing this complaint I called back and they sent me to a retention department, now first lie they can not give corprate number they have email corp have them contact me so the guy lied and that was first one, now this is what has me steamed more after 2 hours with managers and thier managers that tol,d me they could help in no way there is another lie. it took this one person to credit me 80 dollars with in 10 minutes after these other guys lied over and over and over that there was nothing they could do. The tech people got here proved was not my fualt. as I told her I need the Service more then the money but thank you so much for at least showing me you care, when your upper manigment that can see all the same notes since june 12th would not lift a fingure to help. I guess what I want to see is that this company as all should underdstand the way I was tought customers matter no matter how small or big the problem is we count and without us paying our bills thier company would not survive. {WE MATTER} remember you dont pay your bill on time we take your service but if we don't provide service in a timely fashion we still want you pay us does this make since so many comapnies do this to thier customers and get away with it because they bully in areas where its not so populated and not much comp heck up the road half mile from where I live they get 300 mb service for 20 dollars less thn what I pay for 12 and I have to pay double. sorry for ranting just don't want see others go through this like I had to many times in life

I cancelled my Frontier account on April 27th but they billed me for one additional month (39.99) + a termination fee ($10). I called multiple times to have them correct their mistake but they have never acknowledge. I asked to escalate and they told me a manager would call back but I have never received a call back from a manager. Instead I just received a letter today from a collections agency.

Called yesterday to report my DSL not working; waited 28 min. to talk to someone. Having to go through all the questions, checking the modem, and talking to someone whom I could hardly understand; he told me he would call back to let me know what was going on.
No call. the next day I call again, talked to Tammy (***) after waiting another half hour, I told her I called yesterday, went through all the questions, ect. yesterday. I then told her I was not doing it again! asked her to send someone out to fix it. She actually asked what was wrong! I just told her it didn't work!
She then told me I would be charged to send someone to fix the problem! After a few choice words I asked her to send someone. Someone has to be home the day they come, I asked what time, she said between 8am & 5pm. so now I have to take the whole day off from work, get charged to have someone fix my DSL, and wait five days for them to show.
And this is what Frontier calls customer service!! what a joke!

I signe for new service from frontier that I will pay $39.99 for internet service. and nothing else I received the bill which is 10.00 more for box.
Also I received the bill for $75.00 instalacion plus $9.99 Equipment Delivery and Handling Fee on top of that.
I didnt recived discount as promise for day that didn't show for instalacion as promise from
C***, Pamela

I have been dealing with trying to get DSL HSI internet services from Frontier Communications at my residence since march of 2018. The first time I called I was offered a speed of 30mbps download speed back in march. the first appointment was set up, when the first appointment date arrived I received no phone call and the installation technician never showed up. I called the customer service and even after 9pm they told me he was still en-route. I had to call the customer service the next day to reschedule another appointment for installation. Almost one month later when the scheduled appointment took place the technician showed up and worked on installing the router. He explained that the previous appoinment was never fufiled as they over booked him with to many jobs and could not make it. After about three hours of him working it he told me that the only available ports at the home office were defective and I could not receive any service until the home office card was fixed. I continually checked up for months until finally in June of 2019 over a year later I was able to schedule another installation appointment for 25mbps connection where the sales rep said the home office box must have been repaired as there was now avaliability in my area. After the technician arrived for this installation he informed me at the end that I would only have a one line of service at 9mbps. I was then billed later in the month for two lines of service. I had to call Wednesday 7/24 and wait on hold for thirty minutes to get a billing rep to talk to and he said he would adjust it to the one line of service. 30 minutes after getting of the phone I lost all internet service. I had to call and wait on hold for over an hour and then the line just disconnected with no answer. then I set up a call back for the next day and never received a call. the internet service returned that night to the 9mbps one line service. Friday 7/26 I called again and talked to a rep to get someone to start a repair ticket to attempt to bond the lines of service to the two line service I was promised. The technician was scheduled for 8/2. Saturday 7/27 a technician showed up unannounced while I was not home however my girlfriend was and proceeded cut some wires in the service box on the side of my home saying that it "was all messed up" and he wouldn't have time to repair it today. he then left with the internet service not working, when it at least had the one line of service working prior to him cutting the wires. then I had to wait for a technician to arrive on the scheduled appointment Tuesday 7/30. the technician worked for multiple hours on Tuesday but ultimately said he could only get the one line of service working as the home office box still had many defective ports. Today 8/2 only three days after the technician was in my home to fix the connection we lost our service again for multiple hours. I tried to contact customer service and was put on hold for over one hour and forty five minutes just for the line to again disconnect with no answer. I have been trying to get information on how to get the home office card replaced so I can get the promised two line service. a few days ago I reached out to the social media specialist Andrew Schneider. I got a prescript-ed email with the wrong name and it was missing areas that were meant to be filled in. I responded asking about getting the card replaced. He didn't respond for two days then finally said he was checking up on me. Clearly he didn't read my emails. I believe Frontier Communications was funded by the government to ensure that the ports would be working and available in my area. However this box has gone unfixed for over a year. I Sent Andrew another email telling him about my lack of internet service today and him like every other person I was able to talk to over the frontier Facebook page asked if I restarted the router. I had been asked that three times today by three different people and I am so sick of saying that I did over and over then explaining that the home office needs to be replaced for it to work properly. I have talked to countless Technical support reps and installation/service technicians and no one is able to get me an answer on why they will not replace the home office port that services my area. I am fed up with the run around and being billed for a service I'm not receiving. something has to change about the terrible customer service experience.

On July 8, 2019 frontier service was ordered for Internet only. I Emphatically asked if we did not like it if we could cancel at any time without penalty and the representative told me yes there is no contract. Service did not get installed by them until July 24, 2019. We immediately tried the Internet service and discovered how horrible and slow it was we were on able to load a movie on to the TV so we disconnected it and called Frontier customer service. All within an 1/2 hour time frame or less! I spoke to a representative named Riley that day who gave me an order number of *** after I asked for a manager due to being told their policy is they can not prorate the service no matter how little it was used and I have to pay the monthly fee of $49.18 and I do not need to return their equipment nothing came up on his screen regarding that. He would not connect me to a manager and came back saying he doesn’t know how he did it but he made it so the balance was zero we would not owe anything but check the website on the 28th to see if it is correct. And today’s date August 2, I checked and it still shows I owe $49.18 after speaking to Jasmine the manager she advised there was nothing she could do either for the less than a 1/2 hour use of their service and I still owed the $49.18

In December of 2018 I called Frontier to have internet service installed. In January, after the appointment was scheduled, I was advised that there was a buried 50 pair cable that was cut and the repairs need to be made before the service order could be completed. I have called weekly since January for an update. Each time I get the same result. "This has been forwarded to engineering to have the repairs made." Office of the President, Frontier Communications.
It is now August and I am just completely frustrated. I disconnected Satellite service and am running internet with cell service which is very expensive.

For the last 3 month our internet has been shutting off and on only giving us use if the internet for half the day everyday they have sent tech's out to fix the problem and nothing has fixed it and they just keep doing the same stuff every time. We pay our bill in full each month and we feel either we should receive a fixed solution and be credited with free service for 3 months of the issue.

I have been waiting for over a month to have my internet service upgraded from 6 to 12 Mbps. I have missed 3 days of work regarding this because they have a four hour window for service and I work an hour away. My complaints have given me $75 credit towards my bill, worth a little over two hours of pay to cover 24 hours of missed work ($840), time I missed by using personal leave. This is all due to the corporate office scheduling my installation and not communicating with the local technicians. Three of the five times my installation was scheduled, I never received an email/text/ or phone call notifying me of the change. I have called both the corporate (1-800) and the local office including the manager of the area to complain with no resolution or explanation. For a communications company, they do not communicate at all. I have been a customer for four years, only because there is no other ISP that services my address.

Approximately 15 days ago our internet/wifi, landline and Fios TV went out. We have spent approximately 8 hours altogether on the phone with them. They sent a crew out on Wednesday July 24th, which meant we had to miss work to be home. They could not fix the issue and said they needed to get a sub contractor to come out and dig up the fios line in the yard. This was supposed to happen on Monday, July 29th. They did not show. Then they were supposed to come yesterday, again they did not show. Someone came today for about 5 minutes and said they didn't have the right equipment. Now they are telling us it will be another week before they can come back out.
We have had to miss work and be without, what these days is a a vital part of life, for over 15 days now. I do not understand how a company can not support it's product or customers. This is absolute insanity. We can't even go with another provider because they need to access the Fios line.
We had issues in December (?) as well. Every time it rained everything would go out. We lost weeks of service then too!

Our business is moving to a location (2 blocks away). We called Frontier on July 23 to ask for our service to be moved on Monday, July 29. We spoke to Karla, who told us that our bill would double because our new address (2 blocks away!) could not have DSL but only has fiber. After 30 minutes on the phone we had to hang up to help customers. We called back the next morning and spoke with Vanessa, who discovered that we would be able to have service for close to what we were already paying. She also found that Karla had set up the service appointment for July 24 instead of July 29. Vanessa moved our service appointment to July 31 (between 1pm and 4pm), and changed the order to reflect the lower billing amount. July 31 was the last day for us to move service since we were expecting to open August 1 in the new location, and therefore needed phone and internet to be up and running. On July 31, we called at 3:45 to see whether the technician would be making the appointment. We spoke to Erin, who informed us that our service appointment had been bumped by dispatch to August 12. We did not get a call or any communication from dispatch. After another 30 minute call in which Erin was communicating with local dispatch, we were promised that our service would be moved August 1 between 12:30 pm and 6pm. We called the morning of August 1 and spoke to Erin again, who confirmed that our appointment had been assigned to a technician and that we would be getting a call (on our cell phone since we had now moved out of the old location). No one called, so we called again at 2:30 pm and spoke with Brandy. This time we were told that our appointment had once again been canceled by local dispatch and moved to August 9. She said that dispatch had assigned the wrong kind of technician, so the technician canceled the appointment. We asked to speak to local dispatch and were told that we could not. Brandy stated that dispatch had now assigned the right kind of technician and that our service appointment is now August 2 between 1 and 4 pm. We are not sure what excuse we will be given today, but are submitting this complaint in desperation since our business has been without phone or internet for 2 days.

Had Frontier internet service and canceled it. They said they were going to provide services and never did. After cancelled, received a bill out of nowhere. I contacted the company and told them I refuse to pay since no services were received. They started they would not bill us.

I ordered internet service for my home and it was Installed January 2019. I signed up for autopay so I wouldn't forget to pay this extra small bill. In June I noticed that over $110 was being taken out of my bank account monthly. This is more than double what I should have been billed. I contacted Frontier and they informed me that someone (from frontier) had created a second account without my knowledge or consent and frontier was withdrawing the money from my checking account without my authorization. One account was for *** and the second was for ***. This is a huge problem!!!! I have spent over an hour on the phone on .multiple occasions to get my account credited and straighten out the problem. Instead they took another $110 out of my account and now I show a credit for $36 on my account. Frontier owes me around $300!!! On top of this I have been without service since I called in late June and now its August and I have bad 4 or 5 service calls and still do not have service. Its ridiculous. And now I find out I've been being billed for 25 mbps when the most I can get at my residence is 18!!!!

I ordered Frontier Services back in June. The service wasn't working so I called tech support. After several days of trying to resolve this issue they sent someone out to my house. He was able to resolve the issue, but I was only able to receive half the speed I was promised. I cancelled my service within a week of the Tech's visit. I have spoken several times with Frontier stating that I should not have to pay for a service I never received. They continue to deny my request. Presently I am on hold with them and have been on hold for 15 minutes. As soon as I call and complain they put me on hold where I remain for up to 2 hours.

I connected my frontier service Tuesday 7/30/2019. Since Wednesday 7/31/2019 to today 8/2/2019 I have been on the phone collectively over six hours. They would fix the problem remotely, after hanging up the system would crash after 15-25 minutes. They said the next available technician wouldn't be out till 8/13/2019. I have the *** security system that I've spent over $800 on because my property and life have been threatened. Now I have no way of protecting my wife's and my well being and the security of our property.

I requested internet services from Frontier Communications in July and received my self-installation kit on 7/17/19. My first statement was generated on 7/10/19, prior to receiving the self installation equipment on 7/17/19. We tried to install the equipment following the instructions provided and called for technical support, but were unable to get internet services to connect. I called numerous times and several days after that, but no one in technical support seemed to know what was the problem, so they offered to send a technician to my home, however I needed to be aware that charges could occur, so on 7/21/19 I decided to cancel my services, and was giving order disconnection # ***. Since I never received a box to return the self installation kit, I called again and was told my account would be closed and a box would be sent to me. Today (8/2/19) I contacted the Office of the President at 866-511-1523 because I have not yet received the return box to send the equipment back and spoke with Lisa, who was uninterested and condescending. She told me that she would provide me with a credit of $22.20 to close the balance, but failed to advise me if my account has been completely closed as I requested on 7/21/19. I explained to her that since I never received any services from Frontier, I should not have any balance, and if any, it should have been reversed when I called on 7/21/19 to close the account. She said that since it was a small amount she would provide me that credit, but to keep in mind that Frontier did offer to send a technician to fix the issue. Frontier did offer to send a technician to my home, but they were very clear in stating that I needed to agree on possible charges for a technician to come to fix the issue.