Frontier Communications Reviews (4127)
View Photos
Frontier Communications Rating
Description: Cable TV, Internet and Telephone Installation Companies
Address: PO Box 20550, Rochester, New York, United States, 14602-0550
Phone: |
Show more...
|
Web: |
|
Add contact information for Frontier Communications
Add new contacts
ADVERTISEMENT
I set up my internet not even 2 weeks ago and it has allready gone out. A technician is not able to come out untill August 2nd, wich is my due date. I need my internet to contact my family with is very important at this time considering they live in Ohio and this is my first child. I am dependent on having internet for everything in my house. Not having internet for a week is not acceptable and if I am allready having theese issues this is not the provider I want to go with. I do not think I should be charged for an instalation that was not properly done. In addition they told us our service would be better then what we had before, however it is half the speed and we are having issues with the quality of things we stream. If we have a large download it takes 3 days. They also told us there are only 2 internet providers in the area wich is a lie, there are 3. So not only do I not have service, when I do receive service it is not what they told me it was going to be. Additionally I was told I could be charged for another instalation if a technition comes out.
Frontier records reflect on 07/02/19 an order was created to establish Internet service effective 07/16/19. A technician was dispatched on 07/16/19 who completed a full installation.
Ms. called on 07/26/19 to report that the Internet was not working. A Technical Support agent conducted trouble shooting and created a trouble ticket to dispatch a technician on the next available due date of 08/02/19. A technician was dispatched on 08/02/19 who made repairs and verified that the service is working with the customer.
Frontier advises that the installation charge is sustained; however, a courtesy credit of $25.00 has been applied for the inconvenience as well as a credit of $7.44 for Internet service dated 07/26/19 – 08/02/19.
Our service has gone out yet again and I try to call to find out the issue and a possible time frame and the system will not allow me to speak to anyone. It states there is an outage. However, there are no updates or time frames to state when this will be fixed.
This has disrupted many things in our home.
It has been more than 24 hours since this issue has occurred.
This is an extremely poor business practice. I am not sure how a company with an F rating is still allowed to exist. This is just one of the many many many issues I have experienced with them. No one seems to care about anything when you call
The Complaint states that:
Ms. advises that her Frontier Internet connection is not working.
Frontier has investigated the above statements and offers the following response:
Frontier apologizes for the inconvenience this issue has caused.
Frontier advises that we spoke to Ms. on August 3, 2019 and verified service came back without a visit from a Frontier technician.
Signed up with Frontier with account number: 19-5 with 2 year contract back in February or March 2019, with $100 Visa reward as a gift.
*In March 2019, Frontier replaced my account with account number: ***-5 to port my old phone number.
Sometime in May 2019, they changed my account number again to : ***-5 to get me billing name spellings corrected.
In April 2019 bill for the account number "***-5" frontier charged me $200 early termination penalty.
I spoke with them several time and they recognize the mistake but cant fix the problem and finally, they turned me over to collection which I paid them yesterday to avoid threatening calls and letters to ruin my credit.
Can you please help, to get my $200 back and $100 visa reward card which was promised by them during sign up.
The Complaint states that:
Mr. advises that he is disputing his balance on his original account with Frontier.
Frontier has investigated the above statements and offers the following response:
Frontier apologizes for the inconvenience this issue has caused.
Frontier advises Mr.’s account was originally created with a new phone number, prior to a new account being created in order to port in the phone number of his choice. The cancellation of the original account produced an Early Termination fee. Frontier has issued a credit for the Early Termination fee charged to Mr.’s original account, as he currently has service with his ported in phone number.
Frontier advises that the Reward Visa offered to Mr. when he began service will arrive after he has had service for 90 days.
Frontier advises that we spoke to Mr. on August 5, 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
Over the last 5 years I have tried numerous times to remove my ex wife off of my bill, somehow it’s never been fixed so I ignored it and went on. Over the past 2 months I lost internet, after calling 3 different times and being on hold for a total of 7 hrs. The callback option they give you usually says a call back estimate time is days after. Ok so after I got through and talked to someone a month ago and went through all the process she schedules me an appointment a month later and that’s the eartshe could do so I said ok. My appointment was for July 25 between 8 and 12 and I had to take the day off due to someone had to be here. The lady had told me I’d be the first appointment that day. I called around 10:30 on the 25th and was on hold for over an hour after I got through the lady had said they had talked to someone and cancelled all of my services on the 10th, I said no way! She first couldn’t find me in the records and also said I couldn’t get internet out here. I provided a work order number and everything. After no help at all I asked who confirmed the cancellation? She told me they called my old land line which has been cancelled for years now and someone had cancelled! That’s impossible and they do not have a good business and have lost mine. I cancelled the internet due to they couldn’t reach the speed I had with no explanation. Also they tried to sell me another landline during the process.
The Complaint states that:
Mr. advises that his service was cancelled without his knowledge.
Frontier has investigated the above statements and offers the following response:
Frontier apologizes for the inconvenience this issue has caused.
Frontier advises that upon the request made by Mr. to change the name on his Frontier account, his original account was cancelled.
Frontier advises that due to the lack of port availability, the maximum download speed available at Mr.’s address is 368 kbps.
Frontier advises that we spoke to Mr. on August 5, 2019 to advise of the above.
I moved from the East Coast at the end of November 2018. On November 20th, 2018 I contacted Frontier Communications to setup a disconnect of service and received the confirmation number 54762059 which I entered into the notes into my IPhone on the day of the phone conversation with Frontier Communications. several days later I received a pre-payed shipping package for the equipment. I packed the equipment and mailed it. Months later I noticed that Frontier was still automatically withdrawing payments for the same amount as when I had the service. upon contacting Frontier they notified me that they never received a call from me to disconnect in on 11/20/18. in order to stop being automatically billed I removed my card information from the account and allowed them to submit a second disconnect while my claim was being reviewed.
As it stands right now Frontier is attempting to collect $64.98 from me and is refusing to refund me the overcharged amount of $329.94 the 6 months of over charges.
I have received confirmation from several of Frontier Communication's staff that that the disconnect confirmation number 54762059 was in their system and also confirmation that a prepaid shipping package was sent to my address to return the equipment.
I have been overcharged for services that I did not agree to retain after November of 2018 and now this situation may impact my credit.
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. contacted Frontier on November 20, 2018 to disconnect services, but Frontier failed to do so leading to continuous billing. Mr. returned Frontier equipment In November 2018. Mr. would like credit for being charged for service after the disconnection date. Frontier has investigated the above statements and offers the following response:
Frontier did not disconnect Mr.’s service on November 20, 2018.
Frontier records show that a Frontier representative requested a return label kit for Mr. on November 20, 2018.
Frontier did receive the equipment from Mr. in November 2018.
Frontier has issued credit to Mr.’s account in the amount of $384.93.
Per Frontier’s Terms of Service, Services are not pro-rate and customers are also charged a $9.99 Broadband Processing fee upon disconnection of service.
Frontier will refund Mr. $319.65 within 60 days.
Frontier will also Notify the OCA (Outside Collection Agency), to update Mr.’s credit records. This process can take up to 90 days.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
We have had no DSL internet service since July 13, 2019 (14 days). I’ve called, live chatted via their web site and as per their "hold message" used their mobile app (their mobile apps chat is worthless as your tech support can never seem to see any of my responses so the disconnect after a few minutes). Now I'm attempting this method.
I have had tech support hang up on me, claim that I don't have an account with Frontier, claim that I have an account however there is no line card in the DSLM, been transferred to customer service because they couldn't verify my pin, been transferred to customer service for no apparent reason. Yesterday I spent 5 hours on hold attempting to get someone from tech support to fix my DLS internet and still nothing.
I have *** (VOIP), ***, ***, *** video, etc. which all don’t work. All the things that I pay for yet can’t use because my DSL is down.
I'm typing this on my Sprint hot-spot because at least that works. Burning up my cell data because… my DSL is still down.
Bottom line is, I've been a customer ever since *** sold us to Frontier. I'm paying for DSL Internet services and not getting it.
The Complaint states that:
Mr. advises he has intermittent with connectivity and speed 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 a Frontier technician repaired Mr.’s internet service on August 2, 2019.
Frontier advises time out of service credit was issued on August 6, 2019.
Frontier advises that despite our best efforts we were unable to reach Mr. to discuss his complaint. Direct contact information has been provided.
Around the Fall of 2017 my internet/phone cable was cut by a contractor. I contacted Frontier to repair the line and re-establish my service. They sent a tech out that pulled a new above ground wire and re-connected the service near the road where it had been cut. The tech said they had scheduled the cable for burial and it would be back underground and squared away. The cable never got buried for months and the ground froze....as it will in the Minnesota winter. As the re-connected location was near the road it was flagged for visibility. Regardless it was ultimately hit and tore apart by a municipal snow plow. Called Frontier, tech came out a few days later, repaired in same spot, and wire was shortly thereafter ripped apart by the snow plow. Called Frontier, rinse...repeat. After several instances of this, I contacted Frontier and requested to cancel service until spring so we could do the repair and get the line buried. Agent suggested we just put the account in a "vacation" mode to avoid disconnection/re-connection fees. I agreed and anticipated a $20 per month cost rather than the $50+ per month normal outcome. No surprise, the account status never got accomplished or the monthly savings was materially mis-represented. In the end, I paid full price for over 6 months of service. Service for which there was not even a connected wire to provide. Ultimately, before the wire was finally buried, I experienced over 9 months without any service! For which I received $0 in credit. Well over 10 hours of my life were wasted on calls with their tragic customer service, with NO resolution, only to close with a supervisor reciting their terms and services in my ear.... closing with the statement that while the phone bill portion of my outage would have been eligible for credit, but that they could not issue any credits for events over 90 days old. Disregarding the fact that the idiocy of their customer service is why this got extended past 90 days!
Thank you for referring the complaint of *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. advises the Frontier cable on his property was cut by a contractor in late 2007, causing his home phone and internet services to go out, and Frontier sent a technician out to put in a new wire and reconnect the service near the road. The cable did not get buried, which resulted in it being torn apart by a snow plow. Mr. advises that when he called Frontier to cancel his service until the line could be buried, Frontier suggested he could temporarily suspend his service to avoid any disconnection and reconnection fees, for a monthly fee of $20.00. He also advises that while his services were on suspension, he was billed a rate higher than what he had been quoted. Mr. advises that he would like Frontier to credit him for the months that he did not have working service. Frontier has investigated the above statements and offers the following response:
Frontier advises that a repair ticket was set up on December 27, 2017 and then closed out on January 3, 2018 when the temporary wire was put in. A credit in the amount of $13.00 was issued for the days out of service. Another ticket was set up on August 29, 2018 and closed on September 1, 2018. Those were the only repair tickets on file that would justify a time out of service adjustment.
Frontier advises that Mr. was billed correctly when his service was on vacation suspension. The guidelines for vacation suspension state that the home phone service is billed at 50% of the standard monthly rate, and the internet service is billed at the standard monthly rate.
Frontier advises that the buried service wire was cut again on May 29, 2019. Mr. was given a credit from that date through the date that he cancelled service, which was July 1, 2019. The credit came out to $95.91.
Frontier advises that the remaining charges are sustained.
Frontier spoke with Mr. on August 15, 2019 and discussed the above information.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter.
I need phone service at my new construction house. Around 4 months ago I called to have service installed after a few weeks with no contact from frontier I called back and gave them my order # they said it was no longer in there system. So the opened another order to get a phone line installed. Both times the did a hard credit pull on my credit report! 4 weeks ago I talked to a frontier rep and they said they said they had to contact the local engineer and they would get back with me as soon as my local office gets back to them. Two weeks passed with no response. I called and talked to a manager who try’ed talking to there local engineer. He could not get ahold of them so he emailed the engineering manager and called me back when he got a response. He said they hadn’t been out to see what was needed to get a phone line to my house. He told me the email said they would be out by 7/17 and would contact me with a time frame to get it installed. It has been 4 month with no phone, 2 hard credit pulls and no estimate on when it will be installed.
We have had frontier since end of January/beginning of February and have had nothing but sucky service. First major issue was back in March and it took them 2 months to resolve the issue. While, we FINALLY got it fixed, we have had nothing but in and out service since middle of May. It will work fine and then the next thing we know, service is out. We are having to reset modem at least 5 times a day. Then on Monday July 22, I came home from work to find it out completely. Resetting it did not work. I called customer service and they told me that the earliest appt for a technician to come out was in 2 weeks. I am sick of paying them each month and service not reliable. This is not the first time something like this has happened. Very disappointed with Frontier and its service.
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.’ service has not worked since July 22, 2019. Frontier advised Mr. that it will take two weeks to fix the service. Mr. would like Frontier to come out to fix the service. Frontier has investigated the above statements and offers the following response:
Mr.’ service was temporarily disconnected for payment on July 22, 2019.
A Frontier representative issued a trouble ticket in error as payment would be required to reconnect service.
Ms. was advised on July 29, 2019 that payment was required for the services to restored. Ms. chose not to make the payment at that time.
Once payment is made, services can be restored.
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 was easily the worst company I have ever sought services from. First, I was not allowed to purchase my own equipment or set it up myself. So I paid to rent theirs each month and for the set up service. Connection was okay for about a month, then my internet was constantly going in and out. Techs needed to be dispatched to my house once a month. I would have to wait days on end without connection because techs were not available. Meaning that I had to do school work and job related things from a COFFEE SHOP. Each time a tech came to do nothing but confirm what I said over the phone, I had to call in again to have my bill adjusted for the time I did not have service. That was a nightmare EVERY TIME. At one point one of the representatives told me to "just leave the door unlocked" for the tech to enter my home when I would not be there. Absolutely not. Representatives would pull up some kind of file and tell me that they could not adjust my bill because in their system it showed I had connection when I clearly did not. Then they would say I needed to have a tech confirm the outage to have the bill adjusted, which sometimes could not be done until after the bill was due. Despite not having any control of that, I was responsible for late fees.Techs told me that the line that went to my house was completely corroded and that was why my service was so bad. The line he was talking about was two streets away from my house. I had two options: continue to pay for awful connection and wait weeks for them to replace the line or continue to pay for awful service and request a direct line to their "main office" with better lines. I considered the latter option except that when questioned, the tech then said there were so many people with the same issue that there were no ports available and I would need to wait still for someone on a port to either cancel their service with Frontier or move. All the while with little to no service... How is that acceptable? When I made the decision to cancel, I fought with them for MONTHS to avoid the incredibly suspicious cancellation fees, which nearly added up to the amount of money I paid Frontier for times that I didn't even have service but couldn't have the bill adjusted for some reason or another. At the end of everything, I confirmed the remaining cancellation fees over and over with the "supervisor" I was speaking to only to have the bill be more than what I was told it would be when it finally came in. I was just so done by then that I paid the extra money and sent my equipment back with the only solace being that I hopefully will never have to deal with this company again. Long story short. Frontier Communications are a bunch of thieves. If I could give 0 stars I would. They deserve every lawsuit being filed against them.
I called and cancelled my Frontier FIOS internet service after a 1 year contract in May 2019. The representative told me that there would be a $9.99 termination fee.
I called Frontier again approximately 1 week later to get instructions on returning the modem. They informed me that my account was not closed and asked me to go through the cancellation process a second time (which I did).
In June, I received a bill for $119 ($109 more than the original $9 termination fee). I contacted customer service and was informed that my account was not closed and asked me to go through the cancellation process a third time.
In July, I received a bill for $183 ($174 more than the original $9 termination fee).
Frontier Communications
Thank you for referring the complaint of *** to our office for review. We appreciate him bringing this matter to our attention.
The Complaint states that:
*** states he cancelled his FIOS internet after a one- year contract in May 2019 and agent told him there would be a $9.99 term fee. *** called back approximately a week later to get instructions on how to return the modem. Agent informed me that the account was not closed and asked him to go through the cancellation process a second time. *** states in June he received a bill for more than the term fee. He called Frontier again and was informed that his account was not closed and asked him to go through the cancellation process a third time. *** wishes to have his account closed and all charges removed. Frontier has investigated the above statements and offers the following response:
Frontier has made several attempts to contact *** regarding this issue and was unsuccessful in speaking to him.
Frontier did review the account and found a disconnect order was in their system dated for August 12, 2019 and the agent backdated the order to May 15, 2019.
Frontier has mailed *** a letter with direct contact information if he needs any additional assistance.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** may have experienced as a result of the above matter.
Frontier Specialist: Kelly E Department: Executive Relations
We have old cable buried in the ground coming into the house, and when it rains water gets in to the lines and causes our services to go out. Technicians come out and state there is nothing more they can do until the lines are replaced.
We have been with out service for 2 weeks and the soonest they can come out is 3 weeks away to have a technician look at it. We were paying for 12 MB and never got more than 3mb even though there was a lower price offering for the 3mb speed.
They were charging us for Digital phone at a price of $35.00 a month and not providing us digital phone services as it was old copper wire. They promised a refund for 3 months as that was a far back as the could go, and a new price, then never lowered the price and never provided the refund. They signed us up from Frontier secure and we never agreed to it. They have two lines for customer support, one line for premium customer support which they charge more for and then normal which you are left in a queue waiting for over an hour for someone to take care of you.
The Complaint states that:
Mr. advises that he has intermittent speed and connectivity issues with his Frontier Internet service.
Frontier has investigated the above statements and offers the following response:
Frontier apologizes for the inconvenience this issue has caused.
Frontier advises that we currently have a repair ticket scheduled for August 13, 2019.
Frontier advises that a follow up has been set to check the status of the above repair and issue time out of service credit.
Frontier advises that we spoke to Ms. on August 1, 2019 to advise of the above.
On July 20th lost phone , internet, tv, wifi . Spent days rebooting, resetting from self help frontier suggestions. A waste of time - nothing. Called for service . Frontier can't come out til July 29th ! No service for 10 days ! Poor customer relations for sure.
Frontier
CommunicationsThank 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.
has not had working service for 10 days.He requests repair and
credit. Frontier has investigated the above statements and offers the
following response:Upon further review it has been determined that trouble ticket # *** was issued to repair Mr.’s services.Frontier advises that and expedite was issued to repair Mr.’s service on July 25, 2019.We further advise that credit was applied due to the service outage and is reflected on Mr.’s August 13, 2019 bill statement.On August 28, 2019 we notified Mr. and a voice message was left to discuss further, as applicable.We trust that this information will assist you in closing this
complaint. We apologize for any
inconvenience that Mr. ***
has experienced because of the above matter.Frontier
Specialist: Bridget G. Department:
Executive Relations
Frequent internet connectivity problems over a long period of time with this company. The service again when out today because of faulty router provide by frontier. Replacement from frontier will not be possible for 1 week. Doing business out of my home this is unacceptable.
Frontier
CommunicationsComplaint Number: 13709523 Company
Code: N/ACustomer Name: Robert D. LaFavor Phone: 952-201-0310Thank you for referring the complaint of Mr. ***
to our office for review. We appreciate Mr. LaFavor
bringing this matter to our attention.The Complaint states that:Mr. ***
has internet connectivity trouble which has not been resolved.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 Wi-Fi network interference.Customer speeds may vary over time. We further advise a disconnect request has been processed with order # *** and effective August 31, 2019.On August 12, 2019 Frontier contacted Mr. to advise on the above information.Frontier also advises that it is continually working to improve its network and its customers’ experience.A credit was applied and will be reflected on a future statement within thirty to sixty days.We trust that this information will assist you in closing this
complaint. We apologize for any
inconvenience that Mr. Robert D. LaFavor
has experienced because of the above matter.Frontier
Specialist: Bridget G. Department:
Executive Relations
I currently have Frontier as an internet provider and called to terminate services as of today 7/25/19. I was informed that they could not cut off the services until 8/19/19 and they could not back date the termination. I will have to pay for the next month. I no longer need the service and want to terminate services as of today.
Revdex.com Reference #: ***
I currently have Frontier as an internet provider and called to terminate services as of today 7/25/19. I was informed that they could not cut off the services until 8/19/19 and they could not back date the termination. I will have to pay for the next month. I no longer need the service and want to terminate services as of today.
Ms. established service on November 30, 1993. Ms. bills $43.99/High Speed Internet plus taxes monthly.
Ms.’s billing cycle starts on the 19th of every month. She was billed from 7/19 – 8/18 on the July 19, 2019 billing statement.
The current balance on account # *** is $45.92 of which is due on August 12, 2019.
Ms. called and spoke with a Frontier agent on July 25, 2019 to request cancellation of Frontier service due to price. There's a disconnect order pending for August 19, 2019... Order #***.
Since Ms.’s bill cycle had already started at the time of the disconnection request, she will bill a full month (July Statement), she did have the option to cancel the disconnect order until the end of the current bill cycle and she chose to go forward with the disconnect order.
No credits are warranted. Frontier apologizes for any inconvenience the above matter has caused Ms..
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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
***
II feel that I should not have to pay for a full cycle, month, when I did not receive the services. I requested to have my services terminated as requested and should have the option to do so. No where in my original contract did it state that I must pay for a full cycle if I terminate services. Therefore, I should only pay for the services I recieved.
Revdex.com Reference #: ***
I currently have Frontier as an internet provider and called to terminate services as of today 7/25/19. I was informed that they could not cut off the services until 8/19/19 and they could not back date the termination. I will have to pay for the next month. I no longer need the service and want to terminate services as of today.
***
Ms. established service on November 30, 1993 and disconnected service as of August 19, 2019. (Disconnect order #***)
Ms. billed $43.99/High Speed Internet, $1.49/DSL Modem Service Plan plus taxes monthly.Ms.’s billing cycle started on the 19th of every month and ended on the 18th. She was billed from 7/19 – 8/18 on the July 19, 2019 billing statement. Charges totaled $45.92. She billed $54.79 on the August 19, 2019 billing statemen for charges from 8/19/2019 – 9/18/2019.
Since Ms.’s bill cycle had already started at the time of the disconnection request, she will bill a full month (July Statement), she did have the option to cancel the disconnect order until the end of the current bill cycle and she chose to go forward with the disconnect order.
As a courtesy, a Frontier agent removed charges from the August 19, 2019 billing statement in the amount of $54.79. The adjustment request has been approved and will be posted immediately to the customer’s account. Ms. will owe the final balance of $45.70.
Frontier apologizes for any inconvenience the matter mentioned above has caused. This is our final disposition on the matter mentioned above. We trust that this information will assist the Commission in closing this complaint.
Business account. No Internet for 6 days. Multiple calls for service have ended in no show by frontier.
Date Received: July 25, 2019 Date Closed: August 6, 2019
Thank you for referring the complaint of Mr. to our office for review. We appreciate customer bringing this matter to our attention.
The Complaint states that: Mr. advised internet service was down for six days. Multiple calls to Frontier technical support with no show from technicians.
Frontier has investigated the above statements and offers the following response: Frontier advises Mr. confirm internet service was restored on July 26, 2019.
Frontier issue time out of service credit for a week $13.33.
We regret any inconvenience that Mr. may have experienced as a result of the above matter
We trust that this information will assist you 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.
But, at the end of the day, the amount they agreed to credit (if that even happens) is not even equal to one time of being on hold to get to speak to customer service. Not to mention of having to listen to their tech to have me unplug and re-plug the router, and to get them the model number of the router they sold us. Their business practices are archaic, and their attempt at customer service is laughable. I'ts nothing but a shield of people that have no clue and don't care that the company places between them and their customers so they don't have to fix their problems. $13 dollar credit is ridiculous, they should save the 13 and invest in customer service training for upper management. Bottom line, they are getting beat up everywhere at the internet game and it's a direct result of their customer service. The only true markets they're in is because there are no other choices (yet) for providers. they are the epitome of the phrase Time Vampires.
Regards
Frontier Communications scheduled service on 7/25/2019 and did not show up or call to confirm they were coming. They gave a 4 hour time frame. I called customer service twice. The first time I called at 12pm they said a technician was assigned and would come by before 1pm. The next time I called at 2pm and they said the technician made a note that there was a dog barking. I was home the entire time and the technician did not call my phone and did not ring or knock on the door. I do not have 4 hours out of my day to give up to businesses that LIE. The call center was absolutely no help.
Thank you for referring the complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. advises that she had a scheduled appointment with Frontier to upgrade her service on July 25, 2019 and no one showed up or called to advise of the missed appointment. Frontier has investigated the above statements and offers the following response:
Frontier advises that a technician arrived at 11:32 am on July 25, 2019 and remarked the order that a dog was barking inside and he had no access.
Frontier advises that Ms.’s order was rescheduled for August 3, 2019 and completed on that date.
Frontier advises that credit has been applied to her account for the missed appointment from July 25, 2019 and the installation fee was waived and credit has been applied to her account.
Frontier advises that an email contact was sent to Ms. and as of today there has been no return response.
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.
On or about the 8th of July 2019, I called Frontier Communications to see if there was anything that they could do about my internet service only working part of the time. They told me that they could upgrade our service and that a technician would be here July 12, 2019. July 12 came and went with no technician coming. The technician finally came on July 19th. When they got here they said that we are already upgraded and everything seems to be working properly and they left. By 5:30 that evening (July 19, 2019) we lost our phone line and our internet. I have been on the phone with Frontier everyday since. I am getting no where. A technician was scheduled to come and fix the problem, yesterday July 24, 2019 and again no technician showed up. Instead I received a text from Frontier saying that the technician will now be here Monday July 29, 2019. The message had an option of moving the appointment if Monday was not acceptable, so I took that option and low and behold......they now have moved the date that the technician to be here July 30, 2019. Ugh!
You see, I run a small business out of my house and I rely on my phone and my internet to conduct business. It's bad enough that I have to pay for 2 internet services (I have purchased *** Net, as well) as it is because I cannot rely on Frontier Communications. I don't believe that I have an option for a different telephone provider in my area. I feel as if I am held hostage by and at the mercy of Frontier Communications. Being without a telephone for so long is unacceptable. I have been a costumer of theirs for over 30 years. Being without a phone for my business is making it very difficult to conduct business. I am losing business.This is detrimental to my business, my lively hood, my family's lively hood and my employees lively hood. My account number for For Frontier is ***-4 pin number
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. called Frontier to see if his internet could be fixed as it is working part of the time and he was advised the he could get an upgrade of speed and the technician would be out on July 12, 2019. The technician came out on July 19, 2019. When the technician arrived Mr. was told that he was already upgraded and everything seems to be working properly. Mr. advises that by 5:30 that evening he lost his telephone and internet service. Mr. advises that he has been on the telephone with Frontier every day since and getting nowhere. A technician was scheduled for July 24, 2019 instead he received a text that the technician would be out on July 29, 2019. Mr. advises that he runs a small business out of his home and relies on his telephone and internet to conduct the business and needs it back working in a timely manner. Frontier has investigated the above statements and offers the following response:
Frontier investigated and advises that Mr. upgraded both of his internet lines to faster speeds. One order was dated for July 10, 2019 and completed by the system with no technician. The other order needed a technician and was completed on July 19, 2019.
Frontier advises that a repair ticket was placed on July 19, 2019 and dated for July 24, 2019 and completed on July 25, 2019.
Frontier advises that credit has been applied to Mr.’s accounts for the time he was out of service and credit was applied for the service order charges.
Frontier advises that Mr. was contracted by telephone on August 27, 2019 and he confirmed that services were all up and working and he was advised of the credits that were applied to his account.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
We have nothing but problems getting service repaired or upgraded. Waited 2 weeks for latest appointment for upgrades to fiber optic. Installer was supposed to come today July 25 between 9 and 1. No one showed or called. Repeated attempts to contact them to see what was going on resulted in 5 phone calls being disconnected twice. Told to call different numbers 2 to no avail and the first one being told he was definitely coming. This happens all the time. Waited all day for them
Revdex.com Reference #: ***
We have nothing but problems getting service repaired or upgraded. Waited 2 weeks for latest appointment for upgrades to fiber optic. Installer was supposed to come today July 25 between 9 and 1. No one showed or called. Repeated attempts to contact them to see what was going on resulted in 5 phone calls being disconnected twice. Told to call different numbers 2 to no avail and the first one being told he was coming. This happens all the time. Waited all day for them
Ms. established service on April 8, 2013.
Ms. bills $44.99/Simply Broadband Max Internet plus taxes and surcharges monthly.
Ms. called on July 24, 2019 to report she needs line buried.
Repair Ticket #*** was created on July 24, 2019 and is pending for August 14, 2019. Per Frontier network operations/dispatch address needs buried fiber service from drop pole to the house. The hub work is complete. The issue has been referred over to buried drop and the local manager of the area and the work should be completed by August 14, 2019.
A Frontier agent adjusted account in the amount of $44.99 ($48.98) for one month of service due to delay. The adjustment request has been approved and will be posted immediately to the customer account.
A Frontier agent can be reached at the number listed below for further assistance. Frontier apologizes for any inconvenience the above matter has caused Ms..
We trust that this information will assist the Revdex.com in closing this complaint.
Sincerely,
Shabrenia W
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
***
The company had set up a date of August 14,2019 in more than one email, we traveled 21/2 hours to be there for them the time givin in the emails was between 1pm and 5 pm we waited at about 4;45 my wife called Frontier and she was told the time had been changed to between 4pm and 8pm. No one ever showed up and no one ever called. My wife has been trying to find out why they did not call and when they would be out. Frontier email us with a new date of September 5,2019 between 8am and 12pm.
this is unrealistic that a company does not show up when they are supposed to, makes you wait for them and they don’t show up do they think our time is not worth anything if I was to charge them for my time they would be out here real quick. This is a disgusting way to run a business. My wife has been calling the secretary to the president numerous times and only gets a voicemail and never a call back.
Revdex.com Reference #: ***
We have nothing but problems getting service repaired or upgraded. Waited 2 weeks for latest appointment for upgrades to fiber optic. Installer was supposed to come today July 25 between 9 and 1. No one showed or called. Repeated attempts to contact them to see what was going on resulted in 5 phone calls being disconnected twice. Told to call different numbers 2 to no avail and the first one being told he was definitely coming. This happens all the time. Waited all day for them
Ms. established service on April 8, 2013.
Ms. bills $44.99/Simply Broadband Max Internet plus taxes and surcharges monthly.
Ms. was changed/upgraded to Simply 50 billing $65 plus taxes on July 8, 2019.
A technician was to be routed out to the home on July 25, 2019 to resolve outage issue and the appointment was delayed due to issue with having the line/drop buried.
There is a repair ticket pending for date of September 5, 2019 between the hours of 8a-12p. A Frontier agent tried escalating the repair ticket and was advised that there is a shortage of manpower in her area and no escalation is available at this time. If an appointment becomes available, someone from our dispatch office will contact her to advise. An additional credit of $50 was issued on the account due to the delay in service.
The repair ticket was updated on August 20, 2019 advising that a technician was routed out and was able to resolve the outage issue. Seems that he had to change the way the wiring was done. He set up the ONT in her garage and set up CAT5 and tested all with customer before leaving. Ticket has been closed advising outage issue is resolved.
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.
Frontier guaranteed and sold me an internet speed of 9.5Mb The technician came to my house to install and told me I could only get a speed of 1-3Mb. I instantly called and said I am not able to get the speed I was sold, cancel it immediately. The customer service rep ensures it was canceled and I would not be billed. I received a bill for $131.95 and they are refusing to take it away. They used Bait and Switch to get me to sign up, then lied repeatedly about my bill being dropped. I was promised if I could not get a speed of 9, I could cancel and would not be responsible for the charges.
Thank you for referring the complaint of Ms. to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. advises that she is being charged for a service that she tried to cancel with the Frontier technician when he advised she could not get the Internet speed she had ordered.
Frontier has investigated the above statements and offers the following response:
Frontier advises that notes from the technician were on the service order that support Ms.’s statement of cancelling the order.
Frontier also shows calls to Frontier to cancel the order the same day of Install.
Frontier has issued credit back to clear the account.
A Frontier Representative spoke to Ms. on August 1, 2019 to advise of the above.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. I was told I will receive a bill in the mail with a balance of $0. If this comes through, I will be satisfied with the resolution. The Frontier rep was respectful and helpful when she called me today.
Regards