Frontier Communications

My internet service I pay for is for 1+mbps and I used to get almost 3mbps. Now it has dropped down to under 1mbps so I am unable to stream video and it seems like it takes forever to load. They refuse to make any improvements to take care of this problem. I have two children and grandchildren with whom I like to video chat with as I do not own a cell phone because of cost issues. I can no longer video chat with them and it tears my heart out. I am paying for a product that I can't use. And I have another issue with their phone service. Lately all of my calls have been dropping 2-5 minutes into the call like I am being hung up on. They won't even send a tech out to check this problem.

I paid for a bill beginning of May and thought everything was good.. Then I received a call from their collections department end of June telling me that the payment didn't do go through .. Why wait for almost 2 months before contacting a customer? No wonder they have a F rating..
Their customer service is usually lousy, tech support guys are pretty good. collections people are typical rude and don't want to discuss matters in a polite way. Someone better needs to take over this company and change things around

In May of this year my wife and I moved from Valrico, FL to Wimauma,FL. We had been long time customers of Frontier. Our new community included wifi service with our HOA fees so we no longer required Frontier's services. I contacted Frontier to cancel all services on May 1, 2019 and the customer service rep gave me confirmation #*** as a reference to the cancellation. I made my final payment and turned in all of our equipment to their local store. I thought that was the end of the story, but around the middle of June I received a bill with a late fee attached.... I called Frontier's customer service department to advise them that we had in fact moved and were no longer using their services. I was bounced from one rep to another, put on hold for extended periods of time, treated with extreme rudeness unprofessionalism and in a very condescending manner!
The last rep I spoke to when I asked if the situation was resolved told me "yeah we're all good...." A few weeks later I received a notice threatening to put a collection company on to me if they did not receive a sum of $215.30 . I wrote the cancellation number on that form and included a copy of the receipt I had gotten when I returned their equipment and mailed it back to them. A couple of days ago I received a collection notice from a *** L.P.....
I have always maintained an excellent credit rating and pay my bills on time. I was a very good customer for Frontier and they treated me like garbage... Worst customer service I have ever experienced!

Seriously Frontier Communications needs to figure themselves out. Not only was it multi-month process to disconnect my service correctly, being charged for equipment I never had, threaten to be sent to collection over a $10 disconnect fee that was never part of my final bill nor was I ever notified about.

Fast forward a month+ I'm now getting emails and phone calls for someone name XYZ and her appointments with Frontier. Called the customer service line and somehow they have tied our accounts together. My personal phone number and personal e-mail and physical address are now accessible by their new client (not the account number) This is beyond ridiculous at this point and completely unacceptable.

Long story short, even if they are the less expensive option avoid Frontier at all costs. The headache is not worth the cost savings.

Frontier Communications is charging us $419.66 after moving to another provider.
Frontier is claiming that there is a breach of yearly contract when in fact this is not true. We started service with Frontier in July of 2014 with an initial 2 yr contract for free installation and 'special' rates. We continued that service until July of 2017 to when they discontinued that package and rate. So we called and asked what was going on and that they told us initially that package and price was good for the length of our usage of it. They told us things change and offered us a comparable communication package but of course price was higher. We had no option but to accept it because we could not afford to loose service for even a day. With that we agreed to a 1 yr. contract which was up in July of 2018. We than found another provider and moved over to them on 9/21/18. Frontier is telling us, we agreed to an automatic yearly renewal. This in fact is not true. There were nothing on any bill showing it was up for automatic renewal and Frontier could not show or prove that we agreed to an automatic renewal. Yet they sent it to a collection agency.
I would appreciate any help on this issue. I am tired of big corporations taking it to us little guys that are just trying to make a living.

attached is a copy of the final bill and letter from frontier after our request for review of charges.

Thanks in advance.

Tuesday afternoon my internet went out. I first tried the live chat on my phone. After waoting 20 minutes the chat opened then they closed it immediately. So I called. After a 30 minute wait someone answered but hung up on me. Twice. I messaged them on ***. The person had someone to email us to gather info. After we replied he never answered. We called again and this person was polite and said they wanted to get someone out to fix our internet but it wont happen until August first which is 8 days away. Ridiculous that it would take 8 days for anyone to come out and even see what the issue is. They said they would call back and let us know if they could get it done sooner. Waited all day Thursday with NO call back. That's what brought me to complain to the Revdex.com. Poor custoner service so bad its almost non existent and internet that keeps breaking with long times to wait for it to be fixed.

I paid for an over due balance on my account back on May 2, 2019 I never heard from Frontier until the end of June almost 2 months after the payment was made that the payment did not clear my bank. This is too much time to wait to contact someone, a reputable company would have contacted their customer within a day or two.... Their service really is sad. my Internet at that time was going out over 300 times per month according to their tech support. I had a local tech guy show up 3 times in the fall of 2018 obviously having him come back over and over didn't fix the problem so the problem lies outside the house. I've been paying their monthly fee of $6 so I'm not charged for these house calls... but I got charged for 3. and I'm against having to pay them for lots of reasons among the ones stated above.

I ORDERED CABLE ON 7/17/2019 BY PHONE. FRONTIER REPRESENTATIVE INFORMED OF PROMOTION FOR NEW CUSTOMERS WHICH INVOLVED HIGH SPEED INTERNET 500/500GMP/PHONE/CABLE (TV ESSENTIAL AND FREE HBO FOR 12 MONTHS). I WAS PROMISED PRICE GARANTEED AND FREE INSTALLATION AS NEW CUSTOMER. I SET UP INSTALLATION APPOINTMENT FOR 7/19/2019 AND WAS GIVEN TICKET CUSTOMER CONFIRMATION #***. THE TECHNICIAN WAS PUNCTUAL BUT INSISTED THERE WAS A PROBLEM WITH CABLE NETWORK IN CALIFORNIA. HE SAID HE CAN LEAVE THE BOXES INSTALLED BUT CABLE WILL NOT BE UP UNTIL RESOLVED ISSUES AND AFTER DISCUSSION HE INSISTED TO COME BACK ON 7/20/2019 INSTEAD. I AGREED. WHEN TECHNICIAN CAME BACK THE NEXT MORNING HE INSTALLED EVERYTHING BUT MENTIONED I DID NOT GET THE TV ESSENTIAL NOR HBO BUT INSTEAD I GOT TV CUSTOM CHANNELS. HE NEVER MENTIONED ANY FEE FOR INSTALLATION.
ON 7/25/2019 I CALLED FRONTIER FIOS TO COMPLAIN OF MY CHANNEL PACKAGE AND NO HBO AFTER BEING PROMISED OF PROMOTION. FRONTIER EXPLAINED THERE WAS A ONE TIME INSTALLATION FEE OF $75.00 WHICH I WAS NOT INFORMED OF AND THAT INDEED MY PACKAGE WAS NOT AS I WAS PROMISED. I REQUESTED TO SPEAK TO SUPERVISOR AT THAT POINT AND HE REINFORCED OF INSTALLATION FEE AND HE REFUSED TO GIVE ME THE PROMOTION PROMOTION.

I lived in a rental property. I had internet service through Frontier Communications. I notified them in mid-March of this year that my landlord had not renewed my lease and I would be relocating as of March 31, 2019. I wanted to relocate my services but Frontier does not cover the area to which I relocated. I asked them to terminate the services as of March 31, 2019. That date happened to be a Sunday, but it was the date through which my bill was paid. The next month Frontier sent me a bill for April services and for a cancellation fee. They claim I had a contract (I never signed anything) that ran through April 26, 2019, which they say I terminated early; however, they are also billing me for April services. It can't possibly be both. If I pay through April, then I've met the terms of the contract. If they consider the contract terminated early, then I shouldn't have to pay for April. It is not my responsibility to tell them that they need to send a technician out on a Sunday to shut off the service. They made that decision themselves. This is just predatory billing. I will pay for the April services, or I will pay the cancellation fee, but I certainly won't pay both.

This is the worst internet service provider I have ever had. The internet is constantly going in and out, sometimes for hours or days at a time. They refuse to credit the bill. The home phone goes down for days, same thing. We schedule a technician to come out, take off work, they no show. This has been going on for years. There is nothing we can do and they know it. We aren't offered anything else in our area, so we either put up with it or go without internet. If I ever move, it will be somewhere frontier does not service.

By far the worst and most frustrating Co. I have ever dealt with and actually never had my service connected. Regards

I contacted Frontier Communications June 14, 2019 to connect my land line phone. They needed to port over my number from a *** cell. I was told they needed to send a tech out to my home so we scheduled that for July 2nd. I had to be home between 1-5pm. No tech showed up.
I called Frontier on July 3rd and they rescheduled me for July 9, be home between 1-5pm. On July 9 no tech showed up.
I called Frontier July 9th and was told my request was not moved to the next level. We rescheduled for July 16, be home between 8am-12pm. On July 16 no tech showed up.
I called Frontier on July 16 and was told the EXACT same thing as before. We rescheduled for July 23, be home between 8am-12pm. Today, July 23, NO TECH SHOWED UP.
I called Frontier today (July 23) and was told the SAME message.
We rescheduled for August 2, 2019. I have NO faith anyone will show up.
Each call to Frontier has been received by a different representative. On one of the calls a lovely girl named Heather told me she would call me July 23 by 9:30am to confirm. No call ever came in.
I have written to the CEO of Frontier twice with no response.
The only way to have a land line phone is to use Frontier. I live in the country and my cell doesn't have service here.
No idea how to give this company my business. They clearly don't want it. So frustrated!!!

Originally ordered internet service at a specific rate. At no point during utilizing the service did the rate meet the minimum rate (MBPS). Cancelled service and never received a refund of balance. After researching other internet providers providing service to the area, found Frontier was only company providing service. Attempted to connect new service. Setup account, ran credit check and even gave deposit. Scheduled a date for install, three weeks from setting up account. Install date was earliest available date. On the day of the install, I had not received any communication or follow up from the company. Called on install date to confirm install. Was informed service was no longer available in the area. Had never received notification of cancellation. CSR submitted for original deposit refund and advised to continue to re-contact as service could come available in the near future.

Paid the bill and was told service would be turned on within 24 hours. It is now over 48 hours and the only thing they told me was we would be next on the list, and that was after being on hold for a half hour waiting on the "floor supervisor ". He then told me he will expedite the order and we should have service within in 24 hours, so no help. Same thing everyone tells you when you call.

I decided to change the TV/Internet/telephone service so on 04-29-2019 I called Frontier to tell them to stop the service as of today. I spoke to Debbie and she said that the service will be stopped tomorrow which meant 04-30-2019, she also said that I will get a box to send the equipment back to them. The service was paid up to 05-09-2019. On 05-03-2019 I received a box from Frontier to put their equipment in and send it back to them. On May 5,2019 I took the box to Staples for UPS pickup.
I called Frontier three times trying to tell them that I cancelled the service on 04-29-2019 and I do not owe for another month.
It was their mistake for not cancelling the service when I called, now they are trying to make me pay for their mistakes. I have the Staples Drop-Off Package Receipt dated 05-05-2019.

I purchased Frontier internet a long time ago. But I have never received the speed I purchased. I am paying for 12Mg and it never goes above 9. 90% of the time it stays around 4-5. Sometimes it is only 2.2 In oct 2019 they are going to be jacking up the rate again another 10 plus fees per month. When purchasing it, I was told it would be 19.99 for 2 years then go to 29.99. But No it is 39.99 plus fees per month. I live in a very rural area so I have no other options for internet. And Frontier knows it. That is why they dont give me the service promised and I pay for, and continue to raise my rates giving me less speed.

We purchased a new home in May of 2019. Upon doing so, we called Frontier to establish connectivity for high speed internet. We were told that we HAD to keep this current circuit/account in place, as there is a 'cap' in my area which would prohibit me from getting another circuit run. We worked with the prior owners, and Frontier, to maintain the current account, and transfer it over to my wife and I.

After receiving the first couple of monthly bills, I noticed the charges were way out of line for the services we had. I checked what Frontier was charging new customers for my service - they were charging roughly $45/month for a new customer, whereas my bill ranged from roughly $100 to $120 for the first couple months. On 7/12, I contacted Frontier to see what my options were to get my cost down. After spending over an hour on the phone with various levels of support, I went from Taylor who was opening a new account in my name, to get my wife and I our 'new customer' pricing, over to a different Taylor in retention, to help ensure my current circuit wouldn't go away. The Taylor in retention then told me that I cannot open a new account, and that I am NOT considered a new customer, although I have NEVER before been a customer of Frontier. After much back and forth, I asked her to escalate to a manager.

In speaking with the retention manager, Hayden, he agreed that a new account would be flagged as fraud, but that he could lower my bill to roughly $76, while keeping my same service. He mentioned for a nominal price I could increase my speed by 50%, but could not confirm I wouldn't lose my circuit and become part of a 'waiting line' in my area.

On Monday, 7/22, a technician showed up at my home. I asked what he was sent to do, and he did not know. I mentioned the above, and he said he could get me a faster circuit, but I would need to have it provisioned through support. I also advised him that my company has attempted to procure a business circuit at my home, but was told by Frontier there are no business circuits available. He contradicted that statement, and forward my service ticket to the Business team for review. He stated I could get a business circuit run to my home, and that there was NO sign of any 'cap' based on the hardware and lines running to my home. I am awaiting a call back from the business team, to hopefully get them connected to my company's broadband provisioning team to install the originally intended business circuit.

Lastly, on 7/24, I received an e-mail from the prior owners of my home, requesting that I update the e-mail addresses on the account, as she has been getting e-mail updates about my service ticket. In an attempt to do that via my account profile settings at Frontier.com, I was unable to 'manage e-mails' via the button on the site. The only e-mail that was available was the prior owners e-mail, tied to my account. After nearly an hour and a half on either the live chat (which crashed for some unknown reason), then the phone with KrisLee in support, I was continuously told that she 'could not see' the prior owners e-mail attached to my account, and that I had to go to Frontier.com and click on 'contact us' under support in the footer of the home page. This is exactly where I had started, which led me to her.

Trying to cancel account however Frontier is stating we agreed to a contract. We 100% never agreed to a contract. Even went out of my way during the initial order to make sure no contract was agreed to. Frontier wants to charge a large fee to cancel.

Frontier helped themselves to my bank account and charged me $48.98 for internet service I canceled at the end of June 2019. I moved into a new house and called frontier to move my internet services to my new house. They had scheduled me for June 19th to have the internet service transferred and no one showed up. After countless calls to them and many wasted hours on the phone I told the last sales representative to cancled my internet services. I canceled my internet service on June 28th 2019. On Thursay July 18th 2019 I noticed a charge to my bank account for 48.98 for internet service I hadn’t had in almost a month! Continued to call frontier back and got no where with them. They said that they would need to review the taped phone call conversation and would get back to me. Surprise, they haven’t. I just want my 48.98 back. They had no right to help themselves to my bank account and continue to charge me for service I didn’t have.

They have the absolute worst customer service. I would give negative 5 stars if it allowed me. Unprofessionalism at its worst. After my experience with them tonight, I will be making finding a new provider a top priority!