Frontier Communications Reviews (4127)
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Frontier Communications Rating
Description: Cable TV, Internet and Telephone Installation Companies
Address: PO Box 20550, Rochester, New York, United States, 14602-0550
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Horrible cable and internet service and customer service! STAY AWAY!!
I cancelled my services with frontier on 4/17/19 because they could not up hold there end of the agreement. My bill should be 292.27 but instead I am getting a bill for 327.51. Customer service claims I didnt call it time and cancel. Which is not true. I called the on the 18th and they informed I had to send the equipment back and they would send me a box. I waited two weeks and never received anything. I called back and the rep tells me they never cancelled my services. I called a few days ago and told them the situation and the rep said there's nothing she can about it.
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
· Ms. states that she called to cancel her Frontier service on April 17, 2019 and the account was not closed until she called back at a later date. She states her bill should be $292.27 and she is getting a bill for $327.51 instead.
Frontier has investigated the above statements and offers the following response
· Frontier spoke with Ms. and advised her we have credited an additional $25.25 to her account. That will leave the $292.27 and the $9.99 Residential Broadband Processing Fee. The total of the remaining balance is $311.26.
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.
I've had frontier over 3 years it's always been bad slow internet or internet not working phones out Everytime it rains I moved and over the past 3 months my phone and internet has only worked a total of a couple days I'm paying for a service that I'm not getting then when I call they put me on hold to just tell me they can't do anything or to reset my box I have to drive 30 min just to use a cell phone and sit on hold for nothing. Everyone around is paying for this service that is not being provided there is no cell service so we pay for a phone and internet for nothing
Thank you for referring the complaint of *** to our office for review. We appreciate Revdex.com bringing this matter to our attention.
The Complaint states that:
Mr. states issue with phone and internet for last 3 months.
Frontier has investigated the above statements and offers the following response:
Frontier advises we have no records of any issues other than one call on July 22, 2019 with no ticket needed for assistance.
Frontier advises we have been unsuccessful in reaching Mr. to review the above.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** Swiger has experienced as a result of the above matter.
July 5th called Frontier about internet going out July 4th. They couldn't fix for 17 days until July 20th. Scheduled appointment for 8 to Noon. July 17th my phone had too much static to use. Sat July 20th until 12:20 and chatted online since I got a new internet provider on the 17th because no service, wasted online subscriptions. They said appointment was until 5:00, which was a lie. At 5:00 chatted with customer service, no show no explanation, and told wasn't going to be fixed until Aug. 9th. Over a month no internet service by them and now weeks without a phone. 55 years old lives alone and no phone. Wouldn't have internet if I hadn't called another provider. There is no other phone provider. They didn't call or nothing after waiting on them all day 17 days after internet went out. They just didn't show up. Told it's too much work to fix a phone line until Aug. A month without any effort to fix my services. Beyond unreasonable.
Thank
you for referring the complaint of *** to our office for
review. We appreciate your bringing this
matter to our attention.We
sincerely apologize for the customer’s recent service experience and recognize
the inconvenience this matter may have caused. The customer’s service was disconnected on July 22, 2019 as a result. Time
out of service credit in the amount of $79.31 has been applied to the
customer’s account. Additionally, the
early termination fee will be adjusted in the event it is billed on the next
billing statement.We
trust this information will assist you in closing this complaint. Thank
you,Amara
H.Executive
Customer Relations
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
May 7,2019 I calledto notify them if my sister's passsing. I asked Alice the csr to close out my sister's acct and start new service for me and set up date for tech to come to set up wifi. Set up 05-11-19 betweet8-5 I paid her $34 deposit and she read me terms of having tech come to my home. Well the 11th came and no one showed so I called to ask why at5:30 spoke\Sheena she tells me in being maimed as self install kit!?!?? I said no mam there was to be a tech here today so she put me on hold to see if she could find one to come out and left me hanging on and left cause they closed after I held 45 minutes and called back! So I called 05-13-19 spoke w\Lamar and again was told about self install I asked to speak to manager and he said he wasn't able to do that cause I wanted them to wave fee cause they messed up so I told him to just cancel my order that they had taken it upon themselves to switch me to self install from tech to home without calling me so I wasn't happy and did not want to do business with them.On 05-16-19 I called again spoke a\Leigh ask her to refund my deposit to my card which she said she would process it take 3-4 business days. Then I started receiving bills for services I DID NOT have!!! So I called again 05-20-19,05-23-19,06-05-19 or getting bills for services not rendered!!!! I finally called on 06\19\19 ask to speak to a manager about them committing a fraud on me and what do you know I got a manager James he was not polite said I wasn't getting my $34 back because I cacelled service and I told him they switched up what I had asked for so it was their fault!!! I was so mad he had the *** to ask me to get their services I said not in this lifetime and I hung up the phone !!!!
Thank you for referring the complaint of *** to our office for review. We appreciate Revdex.com bringing this matter to our attention.
The Complaint states that:
Ms. is disputing bill for closed account and deposit refund.
Frontier has investigated the above statements and offers the following response:
Frontier advises account has been closed and refund of deposit $ 34.00 to be sent via check. This can take 14 to 20 days for processing and delivery.
Frontier spoke with Ms. on July 25, 2019 and reviewed the above.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** 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.
Regards
I had phone service issues for over a week before the problem could be resolved. After the service was repaired, I contacted them to adjust the billing for the loss of the phone for over ten days. I was greeted politely and stated they would adjust the billing, at the same time the offered to increase my internet speed for $49.99 a month for 24mbps and if they could not get that speed here they would drop to the 18mbps for $39.99 a month. I ended up with the latter. When the billing arrived it was higher per month on the internet charges then quoted and confirmed on the phone by the rep. I contacted them for explanation and to correct the mistake in charges. They explained they could not honor that price and I would have to accept the billing as presented. They have exhibited very deceptive offerings and now it will cost me to return the earlier package I have. This has been a very misleading ordeal since the beginning and even the internet offerings are what I was quoted in the beginning.
Frontier Communications
Thank you for referring the complaint of *** G. *** to our office for review. We appreciate him bringing this matter to our attention.
The Complaint states that:
Mr. states that he is not receiving the monthly rate that a Frontier representative quoted. Mr. requests that Frontier honor the monthly rate he was quoted. Frontier has investigated the above statements and offers the following response:
Frontier’s investigation found that the monthly rate Mr. was quoted was incorrect.
A Frontier representative agreed to honor the monthly rate for twelve months.
A Frontier representative spoke with Mr. on July 31, 2019 to advise and provided the direct contact information for a representative.
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 Specialist: Linda Department: Consumer Relations
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 if they are able to correct the internet speeds I'm paying for. The service tech is due to come out on Tuesday August 6th to investigate the issue I'm currently having. If they are unable to fix, I will contact Linda at Frontier and discuss next course of action on my end.
Regards
I had been a satisfied customer of *** for many many years until Frontier took over *** in 2016. My satisfaction with Frontier continued until January 2019. In February my bill increased to over $200; I called and reduced my World plan so that my bill would be under $200. In February I received a bill for $420+. I called and it was discovered that a new employee had made changes to my account which had resulted in the problem. I was assured that the issue would be corrected. Since then I have called Frontier 18 times and on each occasion the staff has been most polite and cordial, telling me that the request for an adjustment has been submitted. To date the problem continues and gets worse as my account is being charged for late payment each month. In addition the monthly charges keep changing each month without any explanations.
I feel totally helpless and keep thinking that my account is going to be disconnected at any time; further I am concerned that my credit may be adversely affected.
Today I spoke with a Supervisor and was told that the request for the credit has been denied and that there is nothing further that I can do and have to pay the bill. This is like holding a gun to my head and requesting me to hand over my wallet! In summary, Frontier is telling me that the error which they made I must pay for. This is not how we do business in the USA.
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. advises that his bill increased in February 2019 and he called Frontier to reduce his monthly bill. Mr. reduced his world plan so his bill would be under $200.00 a month. Mr. advises that he received his next bill and it was over $420.00. He called Frontier and it was discovered that a new employee made changes to his account and that is what caused the over charge. Mr. was assured that the issue would be corrected. Mr. advises that he called Frontier 18 times and has been told that the adjustment was submitted for credit and to date the problem continues and gets worse as his account is being charged late charges and his bill has changed each month. He is also concerned that his credit will be affected. Mr. advises that he spoke with a supervisor and was told the request for credit has been denied and there is nothing further that can be done and he has to pay the bill even though it was not his error. Frontier has investigated the above statements and offers the following response:
Frontier investigated and advises that Mr. was over charged in error and credit has been applied to his account as of August 23, 2019. Mr. has been notified of the credit that has been applied to his account. The late charges have been removed off of his account and he has received credit for them.
Frontier advises that Mr. is satisfied with the resolution and he has direct contact information if he should need anything further.
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 nothing but trouble since using Frontier services. Over the past 9 months or so, we have been double charged multiple times, charges "tech fees" without being informed of prior to, horrible customer service from the man who came to set our service up all the way to the representatives on the phone. And our newest problem, our internet just stopped working weeks ago and they have YET to fix the issue. They made an appointment for us (without asking about a date or anything) all the way on July 26! So IF they do actually come on July 26th then we will have been without internet for almost the entire month. I have waited on hold for hours at a time for nothing to be taken care of. And to top it off....I have a bill for this month that I havent had service. Don't bother with this company. I hope that they have to answer to someone for the horrid service and treatment that they have apparently given to so many of their customers.
This company does not rate any stars at all. My ticket was scheduled for 7-15. Service man came to house and told me the person I had spoke to mislead me about price for my sorry internet 6 mgbs. I told him I still wanted to cancel land line but leave internet alone. Nothing at all happened. I called back on this and rec’d a 7-22 service call ticket. Then on 7-17 my internet went out. After trying to reach tech support and being on hold for over two hours, I was told by tech support Randy since he was taking care of me, he was canceling my 7-22 ticket. I adamantly told him not to cancel my ticket but he did anyway. I called back and was told by two tech support that my modem was dead. Now I am being told my new modem would be installed 7-30. I am very capable of opening a box, removing a new modem and calling tech support for further instructions. Since Frontier has eliminated many service repair met yet still have bad products, no need to hire more non English speaking techs to assist customers when Frontier equipment is the problem!!!
Really bad customer service, I called to get some information about my account and a customer service representative called RAMON was so rude when I asking some basic questions, he made me fell like he was doing a favor to me when he answered my questions. This is one of the case that I prefer talks to the phone machine. He didn’t helped me to made me fell happy with my service.
This is happening on a regular basis again! I have had nothing but problems with Frontier for many MANY years and have filed multiple complaints on this company..and again my internet does not work half the time and when it does is so slow and unreliable!!
Frontier Communications
Thank 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. advises that he has been experiencing intermittent speed and connectivity issues with the Internet service from Frontier.
Frontier has investigated the above statements and offers the following response:
Frontier advises that Internet service speeds are based upon many factors, including, customer location, customer equipment, and WiFi network interference. Customer speeds may vary over time.
Frontier has discussed the usage with Ms. and recommended an upgrade from the current Broadband Lite, up to 768 kbps, to the up to 6 Mbps. The order is pending for an August 29, 2019 due date.
Frontier will continue to work with Mr. to ensure the up to 6 mbps is successfully installed.
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 Specialist: Donna M Department: Executive Customer Relations
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.
I was told that there is no higher speed than I have now and now being told there is, I pay an outrageous bill for service I cannot get, and now they want to charge me more and 75$ to install it and my bill goes up 5$ more a month and after a year 5$ more a month. Found out I was paying double for security since 2017, that was removed and reimbursed, but still does not fix the ongoing issue of having no internet or being reimbursed for all the time going without!! I was told that I could get high speed interenet beforeand found out it does not cover the area in which I live in..and I paid for years for something I was not getting nor did it exist , and charged me for years for what I have now! I was told I had internet speed now that is slower than dial up!!! Every year at this time my internet goes out for months and no one ever shows up to fix it! This company will tell you anything to make you feel like it isn't their fault. If there is a higher speed than what I have now , I will gladly take it , but shouldn't have to pay more after over a decade of problems with my internet and phone! If I had another choice in an internet/phone company I would switch, but do not have any other option! This is an ongoing go in a circle problem and always ends up with the same outcome!
Regards
Thank you for referring the complaint of : *** to our office for review. We appreciate : *** bringing this matter to our attention.
The Complaint states that:
*** advises that she has been experiencing intermittent speed and connectivity issues with her Internet service from Frontier.
Frontier has investigated the above statements and offers the following response:
Frontier advised Internet speeds are based on multiple variables including limitations of the computer, wiring inside the home, time of day, distance from Frontier’s equipment, among other things.
Frontier advises an order is in place for an increase of Internet speed.
Frontier advised upon reviewing the account our records indicate on August 21, 2019 spoke with *** regarding to her issue.
Ms. has a direct point of contact to Frontier concerning this issue.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** has experienced as a result of the above matter.
We moved at the beginning of June. I started making phone calls to Frontier on May 27 or 28 about the upcoming move on June 3. They do not provide service at our new address so I needed to cancel. It took 2 months, several phone calls just to get service cancelled. I since have been lugging their equipment around because I have not received any information on where to return their equipment. I have place a total of 9 phone calls since the end of May trying to cancel service and return their equipment. They also charged me additional bills due to their negligence of not canceling my service on at the end of May as I requested on SEVERAL phone calls to them.
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. states she contacted Frontier in late May 2019 to report she would be moving as of 6/3/2019 and was advised that Frontier does not service the new address. Ms. states as Frontier was unable to provide service to the new location, she asked multiple times that Frontier cancel her account, however the account remained active and charges continued to apply. Ms. states she would like all service charges past the move date to be removed from her balance as well as shipping labels be sent to her new home to return Frontier equipment.
Frontier has investigated the above statements and offers the following response:
· Records confirm Ms. contacted Frontier on 5/29/2019 to advise she would be moving effective 6/3/2019 to a non-Frontier area, however the account was not cancelled until 6/25/2019.
· Frontier has spoken with Ms. and advised that all service charges applied past the 6/3/2019 move date have been removed from Ms.’s balance.
· Frontier has advised Ms. of the corrected amount to pay, and a direct contact has been provided for any further questions or concerns Ms. may have regarding this account.
· Ms. has confirmed she has now received the proper Return labels for returning her Frontier equipment as requested.
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.
Our internet was out from 07/07/19 to 07/12/19, then they came out the 12th repaired it and on 07/14/19 it went out again and has been flipping on and off ever since staying on for no longer than a minute. I've called a 100 times (no kidding), and I will be on hold for at least 45 minutes up to 2 hours just waiting to be in a repair request and then it will automatically hang up and I'll have to call back with another wait (oh and there so-called leave your number and we will call you back when it's your turn won't let you leave a number). I've tried their chat window same thing they disconnect you. If you call customer service they refuse to put in a repair request and forward you to tech support.
Frontier Communications
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
*** states that the internet service has been in and out and she has been unable to contact Frontier.
Frontier has investigated the above statements and offers the following response:
Frontier has attempted to contact *** by telephone and email, but *** has returned the calls or emails.
The undersigned agent can be contacted by *** for possible solutions.
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: Donna M Department: Executive Customer Relations
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.
They have not attempted to contact me by phone or email!!!!!
Regards
Frontier Communications
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
· *** states that the internet service has been in and out and she has been unable to contact Frontier.
Frontier has investigated the above statements and offers the following response:
· Frontier has attempted to contact *** by telephone and email, but *** has not returned the calls or emails.
· The undersigned agent can be contacted by *** for possible solutions.
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.
Thank you for referring the additional concerns of *** to our office for review.The additional concerns state:
· Ms. states that she was not called or emailed about her complaint.
Frontier has reviewed these additional concerns and offers the following response:
· Frontier records demonstrate that this agent attempted to contact Ms. as follows:
§ July 30, 2019 – This agent attempted to call Ms..
§ August 10,2019 – This agent attempted to call Ms.
§ This agent sent an email asking Ms. to call her. August 19, 2019 – This agent attempted to call Ms. on
Voicemail was not set up.
§ August 20, 2019-This agent attempted a call to Ms. and submitted a response to the complaint.
· Ms. may contact the undersigned agent at the number below listed.
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.
Sincerely,
Frontier Executive Customer Relations
Frontier Specialist: Donna M Department: Executive Customer Relations
Telephone Number: Fax Number: -
I am the owner of a dental practice. We just purchased a 2nd practice and merged the 2. We wanted to keep both numbers for patient ease. We have been trying to have working phones and voicemail for weeks now with absolutely no resolution. Notes are not being made on our account and my office manager has to sit on hold for hours to just explain our issue all over again. I am a healthcare provider and my patients need to be able to contact us. This is a legal issue, I HAVE to be available to them. We asked for a manager which of course was not available and never called back. We just opened a bill for $965.22 for lines that have NEVER worked correctly.
Thank you for referring the complaint of Dr. *** A *** DMD to our office for review. We appreciate customer bringing this matter to our attention.
The Complaint states that: The customer sent request for the lines to work properly and a adjustment
Frontier has investigated the above statements and offers the following response:
Frontier has investigated and found that the change of ownership paperwork listed all of the numbers to transfer to Frontier. All Frontier services are set up with a one month minimum bill, and for business accounts after the initial 30 day period a prorated credit could be applied depending on if under contract. When the change of ownership is done it does initiate the 30 day minimum under the new owners service (in this case the lines that were transferred – not the original lines with Dr. ***’s service.
The 7-13-19 bill that printed under the , Included all the numbers from the old owners account after the name change and was combine billed with the new account on 7-22-19 bill under . The 7-13-19 bill listed service at the time from 7-13-19 to 8-12-19 as the billing time and included prorated chares from the date of conversion on 07-01-19 and the balance was $965.22 (which shows as a past amount on the 7-22-19 bill on ).
, , , I show converted from one business to another on 7-1-19 and was disconnected 7-16-19. These lines are showing the disconnect but has a 30 day minimum charge. On the was billed as a regular business line from 7-1-19 to 7-15-19, and from 7-16-19 as a remote call forward.
I am showing that the and were existing numbers on the account and no changes made. And was a existing line that just ported out 9-3-19.
Based in the timing of the change of ownership to when the lines could be converted to remote call forwarding – I show that regular call forwarding just needed to be programmed from the old owner’s location and no credit would be warranted.
We regret any inconvenience that Dr. *** may have experienced as a result of the above matter
We trust that this information will assist you in closing this complaint.
Frontier Specialist: Tricia M. Department: Office of the President
Telephone Number:
I was charged a double payment in the amount of $112.62 on July 19th 2019. My last payment for $56.31 was made on June 27th 2019. I called the billing department this past Saturday and requested that they credit $56.31 back to my checking account. I was transferred to collections and spoke with a supervisor. The supervisor said that it didn't post yet and I would have to call back today. I called several times today and was disconnected from the automated system when trying to make contact with the collections department. I finally spoke with someone in billing and ask them to help me because I wasn't able to make contact with the collections department. That person put me on hold for approximately 45 minutes and I hung up. I made at least four calls today trying to either make contact directly with the collections department or being on hold waiting for somebody from the collections department. The total amount of time that I was on the phone today trying to resolve this issue was well over an hour and a half. The issue is still not resolved.
Thank you for referring the complaint of *** to our office for review. We appreciate this matter being brought to our attention.
The Complaint states that:
Mr. advises that his account was drafted $112.62 on July 19, 2019.
Frontier has investigated the above statements and offers the following response: Research shows on bill date June 26, 2019 Mr. was billed previous balance $121.62, payment received $56.31cr, other charges and credits $9.00cr, balance forward $56.31, new charges $56.31 total due $112.62.
On bill date July 26, 2019 shows previous balance $112.62, payments received $168.93. balance forward $56.31cr, new charges $56.31 total due $0.00.
Records show on June 27, 2019 a payment of $56.31 was received. In addition, on July 19, 2019 a payment of $112.62 was received.
Research shows all payments were received via online credit card, Mr. would have been able to access his online payment history through his Frontier.com website.
At this time no credits are forthcoming as they are not warranted.
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: Amy B Department: Consumer Relations
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.
I was "double billed" by Frontier Communications and I have a credit balance in the amount of $56.31. I'm currently unemployed and the company's billing mistake caused me to defer payments for food for my children. I request that Frontier Communications give me one month's service for no charge for their mistake.
Regards
Tell us why here...• Research shows on bill date June 26, 2019 Mr. was billed previous balance $121.62, payment received $56.31cr, other charges and credits $9.00cr, balance forward $56.31, new charges $56.31 total due $112.62.
• On bill date July 26, 2019 shows previous balance $112.62, payments received $168.93. balance forward $56.31cr, new charges $56.31 total due $0.00.
• Records show on June 27, 2019 a payment of $56.31 was received. In addition, on July 19, 2019 a payment of $112.62 was received.
• Research shows all payments were received via online credit card, Mr. would have been able to access his online payment history through his Frontier.com website.
• Records show Mr. has a zero-balance due. At this time no credits are forthcoming as they are not warranted.
• No additional information was provided by Mr. to warrant a change in Frontier’s decision.
I am a diabetic heart and oxygen patient not to mention fall prone and my phone has been off better part of last 3 months, but has off consistently since June 26th. They have given me 4 dates but cancel and never seem to show up to correct the issues
Thank you for referring the complaint of *** to our office
for review. We appreciate her bringing
this matter to our attention.In the complaint Ms. expressed concern regarding No Dial Tone
(NDT) and multiple due dates missed by Frontier technicians. Our records indicate a trouble ticket was created for Ms. July
8, 2019. The report indicated the
customer has medical issues and no NDT. The trouble ticket indicates there was a shorted cable pair repaired on
July 25, 2019. The service has since
been operational.On July 25, 2019, Ms.’s account was credited for the time she
was without service. The account has a
current credit balance of -$75.00, which will post to the August billing
statement.Ms. was contacted on July 31, 2019 and she confirmed the service
is working. We sincerely apologize for the difficulty Ms. experienced as a
result of the above. Should Ms.
wish to discuss this matter further, I can be reached at EXT
***Sincerely,Executive Customer RelationsFRONTIER
COMMUNICATIONS
I signed up with frontier on June 21, 2019. I was told that their services have improved and that I wouldn't be locked into a contract. but I was to sign for a 3 year rate lock.
Since day one we had phone and internet issues. I hired an outside source to hardwired my internet line in. but have continued to have phone issues. We are not able to receive any incoming calls, it goes straight to voicemail. There is no dial tone. we have to constantly unplug phone and replug in order to get at least one call. I have contacted customer service on numerous occasions, im on hold for at least an hour at a time. have been consistently without a phone line this is a business it is absolutely ridiculous. Today is Monday July 22 I contacted customer service July 17, 18 and 19th they told me the soonest they can get me a technician is Monday 12-4 on July 22. and no one showed up. I contacted Frontier president line and now im scheduled for tomorrow.
Again, This is a business!!!!!! I cannot go without internet or phone. This should be illegal.
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. states that she was experiencing service issues with her telephone and internet service. Frontier has investigated the above statements and offers the following response:
Frontier advises Ms.’s service issues have been resolved. It has been confirmed that there have been no additional service issues since July 23, 2019.
Frontier advises applicable credit has been applied to the account.
Frontier advises Ms.’s service is receiving discounts due to a term commitment.
Frontier spoke with Ms. on August 15, 2019 and reviewed the account.
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.
Tell us why here...
For over a year, I have received very slow internet connection. When I have contacted customer service they said it was due to the level of service I purchased and the only way to increase speed was to pay for a higher level of service. I called on multiple occasion as the service got slower and slower and I did not want to upgrade to a higher speed. Last week I called and after pushing back to the customer service agent and escalating to a manager I was finally sent a new router. After swapping out the router my speeds went from 1.9 to 13 plus Mbps. I was told to call back regarding credit once it was determined that the router was the cause of the issue. After talking to customer service today, I was told they would only credit me one month of service and there were no notes showing when the issue started. After asking them to look over the notes more, they came back and said that they saw a note from March that I had complained about the speed. I was told they could only credit me for the month of March and for the current month. Regardless of the fact that I have had this router for over a year and speeds have been an issue for more than a year.
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 she has experience slow internet speeds and would like to have bill credited. Frontier has investigated the above statements and offers the following response:
Frontier spoke to Ms. on August 7, 2019.
Frontier confirmed internet is currently working better with new router.
Frontier reviewed repair tickets and applied the appropriate adjustment.
Internet speeds are based on multiple variables including limitations of the computer, wiring inside the home, time of day, distance from Frontier’s equipment, among other things. Frontier has investigated Ms.’s account and has determined that due to a surplus of WiFi traffic in his home or immediate area, WiFi network congestion could be affecting Internet service speeds. Frontier advises that plugging devices directly into the router through a wired connection should address this issue. Frontier provided direct contact information if she has additional concerns.
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.
Terrible internet service it goes off every 5 minutes can't watch anything without interruption customer service wait is 1 hour!! horrible shameful
Thank you for referring the complaint of *** to our office
for review. We appreciate her bringing
this matter to our attention.In the complaint Ms. expressed concern regarding her Frontier
internet going off every five minutes and the interruption of any show she is
trying to watch on TV. She requested the
disconnection of service. Our records indicate the internet issue was escalated to technical
support. The customer was called but
there was no answer, but the technician left a message, requesting she contact
him back. Based on the testing of the
service; the technician confirmed her connection did stay well over the five
minutes referenced in her complaint. The
technician took screenshots of speed test and at the time of testing the
customer was 101/115 Mbps. There is a
possibility either the environment or the device used may have issues.We must speak with Ms. at the time an order is processed for
disconnect. Attempts made to discuss this matter with Ms. have been
unsuccessful. Should Ms. wish to
disconnect this matter further, I can be reached at EXT ***Sincerely,Felicia TExecutive Customer RelationFRONTIER
COMMUNICATIONS
I cancel frontier cable. The employee told me that I am not gonna be responsible for the remaining bill. I got a bill and called them back. A second employee looked at my account and told me the same thing. I am not responsible for the remaining bill because I canceled before the due date. Now frontier sends me a collections notice and refuses to do anything for their employees mess up. If I knew the bill was suppose to be paid I would have paid it.
Thank you for referring the complaint of Mr.
*** to our office for review. We appreciate your bringing this matter
to our attention. According to the complaint: Mr. states he was advised several times that he wouldn’t be responsible for the balance because he cancelled before the due date. Frontier has investigated the above statement
and offers the following response:Frontier records confirm Mr. requested to terminate service on June 5, 2019. At that time, there was a balance due in the amount of $171.28 for services rendered and billed in advance from May 19 – June 18. Frontier bills voice and Internet services one month in advance. Termination of services will be effective on the last day of the billing cycle. If Internet services are terminated after the bill date, the services will remain available through the end of the period for which the customer has been billed in advance. No partial month credits or refunds will be provided for services previously billed. In this case, Mr.’s bill date was the 19th of each month therefore he would responsible for charges to June 18, 2019, which is the full amount of $171.28. The customer wasn’t charged after June 18, 2019. No adjustments are warranted regarding this matter. Our expectation is that all Frontier customers experience the highest level of service. Representatives are properly trained to provide current and accurate information. Frontier will ensure the issue is addressed internally and will take advantage of every coaching opportunity; which will improve our customer service going forward. We trust this information will assist you in
closing this complaint. Frontier apologizes for any inconvenience the customer
has experienced as a result of this matter. Thank you,Edna V. Executive Customer Relations
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.
I am sending a picture of the bill they send to my grandma. She passed away and I told frontier communications that. Also my grandma got the account years ago. I do not have anything. Just the picture. Get the recordings of frontiers calls
Regards
Thank you for referring the complaint the
additional concerns brought forth by Mr.. We appreciate your bringing
this matter to our attention. According to the complaint: Mr. states Frontier sent a bill in a name other than his.Frontier has investigated the above statement and
offers the following response:Notes indicate Mr. did report that the account holder was deceased, but he did not request to terminate until June 5, 2019. There was activity on the account until termination. Frontier position remains the same and does
not warrant a deviation from the original resolution. The information provided
by Frontier is directly related to information obtained during the
investigation; which is based on Frontier’s terms, conditions and policies and
the account history. We trust this information will assist you in
closing this complaint. Frontier apologizes for any inconvenience the customer
has experienced as a result of this matter. Thank you,Edna V. Executive Customer Relations