Frontier Communications

I had spent over 2 hours in an online chat requesting a service ticket be opened on my faulty internet. They opened a ticket on the request, and without coordinating with me, scheduled an appointment to service the internet and recorded the ticket as "completed." My neighbor informed me that the technicians had stopped by. I was never made aware of this arbitrarily set appointment time, and thus was unavailable (I work in a profession that I cannot leave at the last minute, especially if the time requested to be available is a 4 to 6 hour window in the middle of the work day). The issue remained unresolved. I went back into the online chat, and was on hold and in discussion with a representative by the name of "Denis" for over 3 hours. I was told the issue should have been resolved, and that it was due to the outage in the area. I re-iterated that the issue was not resolved, and that correspondence should be made with the customer if the company is going to be sending technicians to the residence, so the customer can be available. Denis ran some tests, and told me the internet issue was on their end and not mine, and that he would re-open the ticket on my account. Technicians were re-scheduled to come by the residence, but I was assured by the representative that I would not have to be home because they could resolve the issue from the outside of the house. I had spent hours of my time attempting to get in contact with a service representative, and toward the end of the conversation, but not upon conclusion of the conversation, the representative ended the chat abruptly. I started a new chat conversation and was with the same representative, "Denis." I asked him if he could send me a copy of the 3 hour long conversation from the previous chat session. He informed me that they are unable to email any chat information. This was a lie. I had been emailed a copy of a previous chat transcript the week prior when I initially filed the service request, and there had been no issue. "Denis" re-traced his steps and said he couldn't sent me a copy of an old chat, but was able to send the current chat, and he did. He then abruptly ended the conversation without conclusion of the conversation. I re-connected with a different representative, "Carlos." I asked that copies of my previous chat transcripts be emailed to me. He said he would submit the request to a different department, and shortly thereafter, abruptly ended the chat without conclusion. This repetitive disrespectful, dishonest, and unprofessional behavior is unacceptable. Resolution of the internet issue was not resolved. and I never received copies of the chat transcripts (which are recorded and stored). I have also spent hours of my life attempting to get this internet issue resolved. I am a professional and value my time, which clearly the representatives did not. I pay almost $60/month for this internet service, which has become unreliable. Attempting to patiently and professionally resolve the issue, I was blatantly lied to and disrespected as a customer from the service representatives.

I am being charged $55.00 a month for internet service. For the last 8 months, my service is continuously interrupted. I have to keep resetting my modem at least 4-5 times a day. I have contacted frontier communications numerous times to resolve this issue. Each time I have the technician on the phone, my service miraculously starts working. Within 15-20 minutes after I hang up, it stops. They recommend to increase my bandwidth, for an additional charge, and that should fix the problem. So I took their advice and increased the bandwidth. I am still having major issues. The last 5 times I contacted frontier communications they kept saying that I am in a high use area and it will cause the service to be dropped if customers in my area are using the Internet at the same time. This is not my problem, I pay for a service and expect to receive that service. My husband is 100% disables and using the Internet is his only way of communicating with friends and family. I have tried to work this out with Frontier, but to no avail. Now I am reaching out to the Revdex.com for some resolution. I want my service to work, as advertised. I should not have to keep resetting my modem all day long. If the company states they have RELIABLE high speed Internet, then that is what they Should be providing. As a consumer, I have no control over bandwidth. This is a problem that Frontier needs to address. They have been telling me there is a problem for months, so FIX it. I spoke to the billing department and informed them that I was not going to pay for the days that I have not received my service. They informed me that if I did not pay the bill, they would cancel my service. I live in a rural area and Frontier is the only Internet provider in my area. They have me over a barrel. For my husbands well being, I have to continue to pay for a substandard service. I consider this robbery. Please help me resolve this issue.

Frontier Communications has set up an appointment to fix our internet 3 times and have been no-call, no-shows each time. I have spent HOURS on the phone trying to contact them about this complaint. It takes at least an hour to talk to a real person and then they do not even fix anything; they set up a new appointment for them to not ever call you or show up during that time. We have had no internet for 2 full weeks now because Frontier doesn't know how to run their own business.

I have been disputing a collections account from Frontier Communications since May of 2018. The account is attached to both myself and my fathers credit reports. The bureaus will not remove the charge and Frontier has exuded poor customer service, experience, and no resolution. Every time I contact the company I ask for a confirmation number and the name/location of the representative I am speaking with and when I follow up to see if any progress has been made my calls are disconnected and no call back attempts are made. I have even had my father call in to assume liability of the collections account and still have been denied. I want tho speak with the executive relations team to address this issue expeditiously. If, I did in fact hold a negative balance I should not have been able to create an account there is no social security number attached to this account. The account is only showing up due to my father and I sharing the same name and an address at one point. No social security number is attached to this account.

My Internet hasn't worked half the time for the last 6 months. They keep saying they will send out a technical but he never shows. I also think I should get some refund,but I also the think fix. Because to me they are really stealing my money.

I *** say that I had been a customer of frontier communications for about 5 yrs , I'm sure they have those records and I can't ever remember being late paying my bill and I'm sure that's in there records, several times over the five yrs they had messed up my bill more than once and I had to call to straighten it out, around this year January the 20 something I called frontier over no internet..it was my soul use for television I use it to watch *** when my internet went out I had no television, multiple times they was suppose to come fix my service and they never showed up to my house on any of the days they promised, there ability to repair someone's service in area isn't on a timely manner at all, also there service they provide in out area isn't very good either, it's very sad how bad there service and ability to fix paying customers repairs are in our area of meadow bridge wv , I lost service in January got tired of there incompetence to repair the problem and when it did work my *** would freeze up due to poor service from frontier..I received a bill from the collection agency saying I owed 61.97 for past due bill...that is impossible due to that when frontier would not fix my service in a timely manner my son had *** net installed for me in February,,I called frontier in February and cancelled my service, furthermore I was being charged for internet for how many months that didn't work they never came to house to fix the problem because I cancelled it..so on there end just like the multiple times in the past 5 yrs of them messing up my bill,,on there end some one must not done there job when I called to terminate my service,,I can give the info from *** net showing the date they hooked internet up to my house if it comes to that..if they forgot to cancel it in there end that is not my fault and if they forgot to cancel it ...it couldn't even work at house due to I'm sure there files show a repair man never made it to this address to fix the internet problem..thank you

After almost a year of constant poor service or no service, and many calls for repairs, I felt I had no choice but to canc my service with Frontier.Having done so, my online account was closed. My automatic monthly payments were discontinued, by Frontier, since I had no access to my online account. Later I discovered a $ 241.48 withdrawal was made against my bank account , 5/22/19, without my knowledge or authorization. I was told that I had made an agreement with Frontier many years prior,, was breaking the agreement early, thus the charge. After many, many calls,explaining my being unaware of the agreement , months of no or bad service etc, they agreed to reduce my total full balance to $41,48.They still have not reimbursed my $200.00, although I was told I would be reimbursed.

On Jun 28th I processed an order for *** wireless high speed internet. Upon ordering I needed to set up an installation date for an installer to come out and install the product once my equipment arrived. I was told on 2 separate occasions 1 being the day prior to appointment an installer would be out anytime between 8am and 5pm. During that time no installers came to my home to set up their product. I reached out to customer service to see if there was an issue or the installers were running behind and was told I should of received the equipment and can install myself..... which was a bit confusing since during my online ordering process I needed to set up an installation date??? If I was going to do it myself why did I have to wait a week till July 3. After setting up my home internet service I followed all instruction and activated my home internet. After about 30-45 minutes there was no internet running through my house an I was not able to connect any devices via WIFI so I again had to call back to customer service and wait on hold again to be told because it was my first day of service the system didn't recognize my account to wait to the next day and everything should be 100%. Well with out fail yet again another false statement from ***. The internet did not work even after I reset the modem there was still no internet. So after being on hold for countless minutes in to hours dealing with customer service from the beginning starting with time of installers to then no installers I do it myself to then no internet nor was I ever provided a phone that in chat I was told was provided. I decided there was no need for me to cancelled my current provided although expensive they were at least able to provided competent customer service and a working product. So I called back yet again to customer service to cancel my order and my service as I no longer wanted it I was going to stick with what I already had. I agent was a bit persistent on wanting to send out a tech to my house but I stated if that was done in the first place we wouldn't be talking and I would like to cancel my service. This customer service agent was very polite and stated she would cancel my service send me a return package to send my equipment back and ensure I would not be billed since the service was less then 24 hours old and I was never able to use it. I took her at her word thanked her for her service. About 2 weeks later I reached out to *** chat to ensure what this agent did was all correct and I would not be billed and my service was cancelled. This was confirmed for a 2nd time. Well of course yet again what was stated by *** was not done as I was charged a monthly fee of $47.14 for a product I was never able to use in less then 24 hours. After chatting with an agent on July 23rd it was brought to my attention that my service was never cancelled..... so for a month of not having the service nor even the equipment I was being charged....I then chatted with 3 different agents on the 23rd to realize because this issue was not taken care of I need to call in to customer service yet again and remain on hold to resolve and issue that never should of happen since day 1 to get a refund of a charge or service I never had.

My Service was turned off at my request on July 1. My June bill of $212 which was paid in full was for service from June 19 through July 18. I didn't have service for over half that period. I am due a credit for July 1-July 18 which Frontier says is only $32 on a bill of $212. The period that a refund is due is more than half of the billing period, but the refund amount is far less than half. My refund should be for $118

I was force to change my static IP addresses from a *** owned block to the Frontier static block. I was told if I do not do this I have to pay more and cannot have any discount. I did this and I was overcharged. I spend at least two hours talking to different billing people on the phone and chat. They promised account will be fixed, but I have not see that. I was asking additional discount of the service fee compensating my time something they should not bear on they customer, because of faulty business practices.

Our land line phone quit working 7-17-19. Repair service informed us service would not be restored until 7-30-19. That means 13 days without phone service. We are in the county and are unable to make any calls that if an emergency would come up.
I have called daily to the repair center, since 7-17 on hold for up to 45 min.at a time. Spoke to a supervisor named Sharon on 7-19-19 assuring me that service would be restored by 7:00 pm on Saturday7-20 and still no service. Spoke to another supervisor yesterday and they will be looking into it. My husband has a heart condition and would be unable to call for an ambulance or police or fire if needed. Our location makes use of a cell phone unreliable..

I am continually billed $10.00 a month for a "Wifi Router". I do not have a Wifi Router supplied by Frontier, nor have I ever been issued one. I have fiber internet that does not require a router. To my understanding, it is illegal to charge me rental for a Wifi Router that I do not have in my possession. I have made continual attempts to resolve this issue through customer service and continually am met with the lowest quality of customer service, nonsensical stories and no resolution.

Had service with Frontier for 8 years, only 1 minor issue. The in March 2019 our internet went out at home. Scheduled a service call. It was 3 weeks from the day that we called. I took off of work to be there. They cancelled late in the afternoon and rescheduled me for another appointment 3 weeks later. After 3 missed appointments, my wife cancelled our service. This is June. At the end of June, June 28th, I called and ordered new service in my name. Scheduled install July 17th 9am-1pm. Took off work, again a no show. Was texted at 4:47pm that they would not be able to make it. Rescheduled for the 19th 1pm-5pm. Nothing, no show. Rescheduled for 20th, 8am-12pm, no show no call. Scheduled for the 22 2pm-8pm. No show no call. Not even a rescheduled date. They are the only provider in our area besides satellite services. I need internet for work as well as my kids need it for school (Ipad program for the kids at our school).

We are without phone service. No dial tone for both phone lines. We have been without service since Monday and were told the earliest service can be restored is Friday. Note: not storm related. We do not have reliable cell phone service in our area and are dependent upon the landlines. One phone line is a business phone as I am a work-at-home. Loss of phone service is detrimental to my job. This has been explained to customer service. This is not the first time we have been without service for more than one day. Since this is a monopoly, we are not able to acquire a different service.

I canceled my TV phone and Internet service with frontier in late June before the billing cycle ended. When I canceled they told me my Credit card was already charged for the final Billing cycle but that I would need to return the equipment and that they would send me shipping boxes to do so. After not receiving the boxes I was afraid they would bill me like they did to my in-laws when they canceled, so I followed up and the representative told me that I did not need to return the equipment and that I would not be charged anything further since I paid the bill for the final billing cycle, and they canceled the automatic payment that was Set up when I started service. On July 23, 2019 I checked my credit card bill and noticed another monthly charge from frontier. As a result I was forced to call them Again to resolve the issue. The representative confirmed the overbilling and told me it would take them a week to a month to refund me the amount that they fraudulently billed me. Frontier’s predatory billing practices for those that cancel services need to be investigated and prosecuted.

I had internet service installed at my home and it did not work properly. It was so slow I could not download anything. The person who installed the service did not stay to check speed or that it was working properly. Previous to that I was lied to by the first salesman who would not tell me how much the bill was going to be. I had to call and cancel my original service request because of the complete dishonesty of the sales person. I was very unhappy with this and decided to cancel the whole thing two hours after it was installed. I did call tech support and they could not fix the problem. I decided to just cancel. I called the company to cancel and they said they did cancel it. The next day I checked and found out they did NOT cancel my service but again lied to me. I called back again to cancel and this time I insisted of a confirmation of cancellation which I did receive and documented. I did NOT have service even one day with your company but they are still billing me for a month plus the installation which they said was free!! I was never told that I would be responsible for the first month even when I cancelled the service right away. Any place I have ever done business with allows you to cancel within the first 30 days if you are not satisfied. The whole affair has been one lie after another. It seems your salespeople will say anything to make a sale! I do not intend to pay the charges pending and I am putting in a complaint with the Revdex.com. I have called your company a number of times to try and resolve this and they told me I would not continue to be billed that the bill would be adjusted down to just the modem charge of $9.99. At this point I'm fairly certain my complaint will fall on deaf ears as your company does not seem to care at all. I have marketed insurance products for many years and people have a right to cancel if they change their mind. How can you charge people for services they never had to begin with? Your company was very dishonest with me right from the start.

Frontier is our only internet provider option in our area. On July 22, 2019 we lost internet connection, when we called Frontier to advise and request service, we were told the earliest date available was August 1st. This is unacceptable. I’m forced to have Frontier for internet so they really need to be more efficient and accommodating. 9-10 days is a long time without TV as we live stream, I have a livein Senior Citizen who can only watch TV and 2 small children home all day. We need this issue resolved sooner than 9-10 days. Also requested my bill be corrected accordingly.

Crappiest company. I hate working with them. They don't have customer service, their services are unreliable, they don't care about the customer, but they sure like to take your money. I really wish that I was able to use another company where I leave. I would leave Frontier in a heartbeat. We were on the phone with them for 2 hours and got nowhere. Then they said an Expert Technician would look into it. Who knows how long that will take. I'm tired of having to call them all the time because their services are crap. Just go out of business and save us all the time and money.

Very poor service. Our services went out on 7/16/2019 and the earliest service call we can get is 7/29/2019. There are no natural catastrophes preventing quicker service in the area. I hate the automated service system. I prefer to talk to a person. I wish I had options with other carriers

would rather say zero stars. I had their service in april of 2017, I moved in october 2017, called to transfer service. found out I hadn't had service since july 2017 that was working. I had called to request a move. they told me they would handle whatever months I had paid for and not had service, as in id get that money towards a bill or get the money back. I was given remedy numbers and dispute numbers. id get hung up on when id call to check on the progress. also when I called about the move, they said I could plug my wifi box in and itd work, well it didnt fit into any of the plugs. I called and called to have a tech sent but they never came. but I did find out I was getting charged for service at my new home and I havent used wifi once because I cannot set the box up. now I have a bill in collections. I have all the remedy numbers and dispute numbers. no one helped me at all.