Frontier Communications

I called weeks ago to cancel my Frontier service effective immediately. I was told I couldn't cancel until my next billing cycle which would effectively charge me for weeks of service I was not interested in paying for. I tried to wait for a manger because the agent said it can be done but the system only let managers do it. I waited on hold for 30 minutes to no avail. What I believe to be my final payment was deducted from my account on 7/15 equal to my regular monthly rate. I called to make sure this was in fact my last payment and that the account was paid in full. The agent said yes that the account was inactive and that I would be charged a $9 fee. I said no and that I wanted to speak with a manager. He said the wait would be another 30+ minutes. I told him to note the account that I wanted to speak with a manager and wanted one to contact me rather than wait another 30+ minutes on hold. He said he couldn't do that and that the manager would just tell me the same thing. I told him under no circumstances was I going to pay an additional $9 when 2+ weeks had already been stolen from me. They could take their "fee" out of the amount I already paid.

I still have equipment and don't think it should take more than a month to close and settle an account and then get surprised with fees the first agent never mentioned. I also don't think having me wait 1 hour or more on hold for a manager is appropriate. I should be able to leave a request for a manager to call back or be giving an option to write in to express my concerns. I have no way of knowing what was or was not documented and I'm almost certain if I continue to fight this that I will be sent to collections and my credit negatively impacted.

I had a run-in with Frontier years ago for refusing to remove a credit report error even though I had sufficient documentation to say the account was paid and there was an error. It is unacceptable to me that a company operating in WA has the freedom to gouge residents and then when confronted, just throw theirs hands up and say "duh, I don't know".

They are the worst. There is always a problem, and it often days days and multiple calls to get it fixed. The problem is often one created by them. The only good experience I have had with them was a technician who came out to my home - after several days waiting. He was great.
I do not believe anything they say. Most recently, a month ago I was offered 150 speed internet for $5 a month for a year - by TWO different customer service reps. I agreed the second time. I had the 150 speed for two days; then the speed slowed. The upgrade knocked my voicemail out for a week, so that became the focus of my attention. When I called today (within 30 days), finally getting around to the problem,I was told I had agreed to upgrade to 75 speed (and yes, there was a confirming e-mail after things slowed again), but no one ever mentioned 75, only 150. Both reps I spoke with offered 150 for $5. Today I was told I could get the 150 speed, but by paying $15 a month more a month, not $5. The customer service representative was surly. Difficult to get a straight answer out nof.
It's not so much the price as the way Frontier does business. This is typical.

Phone & internet has been out off and on during rains contacted Frontier via 1800 # and they acted as if I was a bother and had no priority to the matter. Finally they stated they can come check it out in 11 days. So I asked if I was going to be charged for the services since it is not working and they stated that they can not hold accounts due to failures in the lines. I pay for support and this is the support I get. Spoke with a neighbor and they are having the same issue. My daughter moved just next door had their service shut off at one spot to restart in the other and they refused and said the terminals are full and they ain't upgrading. This is the worst company and everyone around agrees it's just we have but the 1 choice. The rep that I spoke to assured me that I have to to watch because I have dish which I cancelled a year ago and just kept debating me over it. So no telephone no internet no TV as we use hotspot thru the wifi. It's bad enough that we are paying for high speed internet that we are not receiving as they don't have the equipment to do high speed internet

After approximately 10 phone calls and 14 hours with Frontier, it was discovered that a Frontier technician had tampered with my line without my knowledge or consent on 6-26-19 around 1000, resulting in internet service outage. This outage continued until 7-11-19, at which time the speed of my service was decreased. Frontier’s error left me without service at a time of natural disaster; several significant earthquakes occurred in my area starting 7-4-19. At a time when communication, personnel accountability, and alternate work sites become critical, Frontier left me with no service. At no time, did Frontier show any sense of urgency to correct their mistake. Frontier claims to record its customer interactions and therefore such recordings can be referred to for validation of the company’s poor performance. At the conclusion of this incident, Frontier somehow decided that the best course of action was to increase my monthly bill.

Misinformation listed on their end. They list a $9.99 rental fee for their equipment. When you purchase your own equipment, router, you are told that the router is a part of a "bundle" and the fee cannot be removed.

I have been with Frontier for several years,they are the only choice for Internet in our community and until last year had no problems. For the past year,every month, they have charged me for 411 calls and I don’t even have a landline to make these calls!! I have to take an hour out of my time every month to call them and try to get the bill corrected. This past month they told me to pay the extra $50 in bogus calls they had on my bill and then I wouldn’t owe a bill this month, and instead when I got this months bill it had $112 worth of these bogus 411 calls It. I have talk to supervisor is above the phone operator and this is one on for a year and it’s getting worse instead of better. Every month they tell me it’s going to be corrected and my bill gets higher. There’s no sense in having these charges on there when I don’t even have a landline and they know it. Now the past three or four months they have charged my mother and father with 411 calls which they have never made. They do have a landline but they have never used 411 calls. I think this is some kind of scam through the company that needs investigated. I should not have to take an hour out of my day every month to call them and argue and dispute my bill. Especially since they know and agree that I do not have a landline and these calls are not possible.

My husband had a stroke and did not put funds in bank account to pay the bill. When I realized it I paid the bill right away then did my normal scheduling for online payment. My bill is due the 25th of every month. I had June scheduled for June 24th per the due date on my bill. I was never notified that my service would be turned off. On June 22nd I attempted to call my mom who has Stage 4 cancer and I had no dial tone. I called Frontier tech support. After 3 hours and 6 people they realized my service was disconnected but showed my account paid in full. I was instructed to call back on June 24th during normal business hours. I called to discuss this. The customer service rep agreed there was no balance due and no one understood why I got disconnected. She put me on hold to speak to a special department to get approval to credit the reconnection fees. An hour later I was told I have to pay the reconnection fee because I was late even though everything was paid in full on time.

On July 01, 2019 around 3 p.m. till 4 p.m. I was on the phone ordering internet service where my camper is located at *** in ***. At the time I was asked for my social security number to complete a credit check to see if I would need to put a deposit down for the service. I also provide a credit card number so that my bill could be paid by credit card monthly. The gentlemen I spoke with lined the appointment up for July 18, 2019 between the hours of 12-5 p.m. I took off work two days so that I could be at my camper for the installation process. At that time I asked the gentleman if I could put the service to sleep when the campground closed for the winter, and he stated to me that you could turn service off up to 9 months. I stated to him that would be good since the campground closed on October 31 of each year and reopens on April 01, He said that would not be a problem at all. At 3.30 on the 18th I called to confirm the appointment, I was told by a lady that there was no appointment lined up, she didn't know what had happened, told me that she would line another appointment up for August 02, 2019, and she stated that she would try to expedite the process since the mistake was on their end. She promised to call me back that evening. I received no call. so I called back, and asked to speak with a supervisor to find out again what was going on, I waited approximately 45 minutes to speak with her, she came on the phone and said we can't provide you service. NO Explanation given at that time. The phone call was made on July 18th around 6-7 pm. During the time that I originally signed up for service I purchased a *** box and router for the camper. I feel like I had a verbal contract with Frontier at the time I provide my social security and credit card information for payment. Money exchanged hands. The contract was for 115 meg of service for $64.95 per month. I was also told that the installation fee would be between $45.00 and $50.00,which I agreed too. Also I was given a order number which I can provide if needed, at the bottom of page it say's not to provide. This order number was provided on July 01, 2019. I have spent approximately 3 hours on the phone with this company, with nothing to show for it. I have also purchased three products just for the internet that I was going to use at the camper. I have missed two days work with an earning potential of $1,500.00 per day. I own two business myself, One business has been in my family for over 70 years, and the other business I started over 30 years ago. I have also been the Mayor of *** for 15 years. I understand customer service, and providing excellent customer service, My two businesses would not have been in business that long, and I would not have been elected to four terms as mayor, and before that one term as Vice Mayor. I do not conduct my business in this matter, nor do I expect to be treated this way. I had searched other providers, and the only other provider I could find was Hughes Net, which they did not offer the service or price that I desired. Frontier had over two weeks from the time of purchase of the service to notify me that they could not provide service to me, I provided my cell number as well as my e-mail address on July 01, 2019. I received nothing from them, and they did not call me on July 18th, I called them. This is not the proper way in my opinion to operate a business.

This is the second time in 2 1/2 years I have filed a complaint to the Revdex.com regarding Frontier Communications service. We live in a rural area where cell phone reception is zero to none, so having reliable internet connection is very very important to us for many reasons. Frontier has failed to provide us with reliable internet service on many occasions.
On 7/18/19 Our internet quit working. On 7/20/19 I drove to where I have cell service and contacted customer service to resolve this issue. I was informed our service was suspended because of non payment of $57. That is one months payment. There was no notice of disconnection for this, in fact the last email I received from Frontier stated our service wouldn't be disconnected until 7/25/19. There have been many times we waited and paid for two months worth of service at the same time. We never got disconnected before not have we been told this practice was unacceptable.

Hello, over the past few months there have been hundreds of mysterious 411 and 911 calls made from my landline. I've been calling Frontier to resolve these false calls and they haven't been helpful at all. Not only have they not been helpful but they've been charging me hundreds of dollars for these calls. When I call them, they assure me that they will refund me, but they never do. As of 7/20/19, they still owe me $240 and they've told me multiple times that the refund is in progress but it's already been a month and the refund still hasn't gone through.

I apply online for WiFi services, the technician never knock at my door when my appointment date had arrived. They assumed I wasn’t home, While all this time I was actually home waiting patiently. I lost 8 hours of work just waiting on this people to arrive and connect my service. But instead I was told that the technician went on to his next house to connect their services just because they said they called me but no one answer. Is this even possible? Then they decided to change my next service date, of which I wasn’t informed, I called more than 3/4 times making sure I was going to get the service I was charge for immediately I requested service with this type of people. Then a representative name Lilly text me instead of calling me telling me that my service date was changed for whenever they felt it was appropriate for them. What ever happen with great customer services? Do they know what that means? They had me waiting on a Saturday all day and I had to cancel all my get together just because they freaking lie to me. They never showed up to my house, I never got my service connected plus I missed all my get together waiting for them. I called them twice Saturday evening making sure I was going to get my service connected one of the representatives told me that a technician will be over to my house around 1/5pm. Just to find out that they never had me on the system to connect my service. What a terrible experience I had to face with this people. Wow I speechless at the fact that on Saturday evening I called them mad and told them to forget about my service and to cancel everything and not to charge me for something I haven’t gotten or received. And immediately the representative said okay you won’t be the first or last customer we loss. Wow! How sad is that? This people need to be trained to learn how to be more understanding to the customer. This people suck and I’ll make sure everyone I know will know what type of people we are dealing with, I will make sure that everyone knows how rude and misleading they are. Now I’ll have to search for another carrier for WiFi.

We have an agreement with Frontier for internet and cable television services which include two DVR boxes.

According to Frontier, we requested the deduction of one of our two DVRs. We received in Dec 2018 a box in the mail which we were instructed to send back one DVR box. We did not send back a DVR box because we didn't want to adjust our cable service to one box only. We continued to pay for the 2nd box as we always had.

Frontier then started to invoice the account for failure to return the DVR box. The charges started on 01/07/19 and were labeled "new charges" for $691.68, which was in addition to our unchanged two DVR rate of $173.27 (691.68+173.27=$864.90 total).

Since Jan 2019, on a monthly basis, we have called Frontier to clear the false charges on our account. We have continued to pay monthly for the two DVR boxes as we had originally requested.

On 03/07/19, Frontier credited $231.11, but continued to charge us for late fees and taxes for an adjusted amount of $297.47. Which didn't add up correctly.

Monthly, we receive letters which threaten to disconnect our cable and internet services because of the false charge on our account.

On 05/07/19 our "balance forward" for the false charges climbed to $452.12, Its climbs with additional late fees and with additional threats to disconnect our service.

On 07/07/19 our false charges total $415.97, we received another letter which threatens to disconnect our service.

At this point, there are over 100 hours of time invested with Frontier customer service representatives, the representatives almost always acknowledge the key problem with the charges.
1. We have always maintained and paid for 2 DVR boxes as a part of our monthly payments.
2. There is no reason for us to have late fees and penalties for returning a DVR we didn't want to return in the first place.

Please assist in clearing the charges from our account!

Frontier wall unit where service comes into house identified remotely as failed.

Frontier cannot make service call for 2 weeks as they are in an “expedite freeze”

So - although my wife and work out of the home we now have no internet (or TV) for 2 weeks.

I can understand a day or two maybe but 14 days is unbelievable. They must not be allowing overtime for an outage situation for 4% of the year?

Between June 17-June 30th, 2019, there was a power outage in my area. I did not realize there was a power outage because I was asleep. However, when I got up I realized all the clocks were blinking as well as my phone was not working. I could not answer any calls, or make any calls. My computer and TVs were not affected, as they are turned off nightly and every electronic device in my home including my phones are on powerful surge protectors (250,000 jules) to prevent any type of power surges. I called Frontier on a Wednesday from my cell phone to tell them that my landline was not working, but everything else appeared to be fine. The tech support person I spoke to said she would try to fix the problem remotely, that the problem might be coming from/ in some sort of switch, she could not fix the issue. She then told me the quickest she could get a technician out to my residence was on a Friday (2 days later), between 8 am-12 noon, that an adult 18 years of age or older would need to be at the residence. She did not tell me there would be an $85.00 charge for a support technician to come out and check the phone lines. I then told her okay, that I had no choice. The technician came out on that Friday, came into my home, checked the phone lines, and told me the phone was working (not). I called back on that Saturday to express my dissatisfaction with the way the support technician was in and out of my residence in less than 10 minutes. But did not attempt to make sure what I was paying for call waiting, caller ID and 3 way calling still was not working. I could not use my landline, again. The support technician I spoke with said to hold on, she would attempt to fix what was not fixed, what I called for in the first place. It took her some minutes about 30 minutes and when she came back to the phone she said the support technician did not switch me back to what I had. She called me back, to see if the caller ID was working, it was, if the call waiting was working, it was, and the 3 way calling was working. She called me 3 times to make sure she switched me back to my original. My point is if I was going to be charged 85.00 I would have never agreed to the technician coming to my home. I would have just kept calling until someone in the remote area could have just flipped a switch and turned all my services back on. Now I am faced with a bill of $133.47, when I only pay $65.63 for phone and internet services. It was his fault that he did not tell me there was a charge, plus the customer service folks I had spoken to in that same week failed to mention an $85.00 charge.

If I could give 0 stars I would. This is absolutely the worst company I’ve ever dealt with. You can count on every bill having a drummed up charge for overage or fee that you are not responsible for... however when you call customer service to take care of it they could care less. They say that you’re responsible for the fee and cannot credit refund or otherwise take care of your problem. They are rude And unprofessional. Not a single one of their customer service reps even act like they care if you are satisfied with their service. They read from a script that says that they care but you can hear in their voice that they do not. Is the only service offered in my area otherwise I would be more than happy to cancel even if it leaves an unpaid balance for early termination fees which I know that they would try to charge. The only semi-positive experience that I had was calling the office of the president for Frontier Communications. This is the office that you file complaints. They at least seemed like they cared. I cannot stress anymore to anyone reading these reviews to not use frontier communications!

I tried to get internet since the beginning of May 2019 they said they need to check the lines, but one came out to check it he lines, I called they said they didn’t need to send someone out they did it electronically, a week later I receive a modem but wasn’t at that location until the end of June so when I get there I hook up the modem still doesn’t work I call customer service we go there all there steps to try and repair the problem still won’t work so now they need to schedule appointment for service, they tell me they can’t come out until July 19th I have to wait 3 weeks for them to come out so I wait I get 4 text reminders that they are coming on the 19th between 8-12 so I wait 12 come still no service person I call I forgot every time I call it take 40 min of being on hold before someone answers, so they tell me the tech is running behind and reply after waiting for 3 week they could have at least gave me a call so then they apologize and guarantee me that he is coming well here I sit it is now 3:30

This is concerning a Modum & Receiver I sent back to your company (Frontier) in March via UPS. Frontier asked to send both pieces of equipment back after I changed internet service in February.

The first box I received to send the items back was very large and contained nothing...no envelope or address label. I again contacted Frontier and 10 days later another very large box was received.. This one contained one packing envelope and one address label. Both pieces of equipment was sent back in the same envelope on March 9. *** witnessed it being given to UPS. Since then I've been billed an extra $200+ every month for not returning the equipment. After countless phone calls and reassurance that the next month my bill would be corrected, I was given this e-mail address
and was reassurded that you would remove the $200+ from my bill.

On April 18th I spoke to Mary, Ray, & Felicia about this matter.
On May 20th, I spoke to Kiera who again resured me this matter would be taken care of.
On June 15 I spoke to Amber and Dustin. Dustin told me the bill was in "Dispute".
Today, July 17, I spoke to Michael who gave me this e-mail address. He informed me that this problem was not caught at first because you did not expect both the modum and receiver to be sent back in the same packing envelope.

It should not take 5 months for such matters to be corrected. Each month I was billed $9 for late fees although I paid $63.93 each month since no one could tell me the exact amount that I owed. Michael has informed me that my bill should be $65.17 and no late fees should be on it.

Hopefully in August I won't have to phone Frontier communications about my bill.

Please correct this billing problem immediately.

Thank you.

I have had the worst customer experience I think I have ever had over the last 4 days. It is horrible and unfair to wait TWO WEEKS for an internet service call. Customer service reps are often wrong or just unwilling to help. 45 minute hold times.....this needs to stop

I had a suspension in service, paid my bill last monday and was supposed to be turned back on. 24 hours later there was still no working service. Mon, Tues, Wed and Thursday both at night and during the day I spent probably over 10 hours on the phone and webchat. It took two days to diagnose there may be a break in the line and I was told the soonest tech appointment would be Mon 7/29!! Totally unacceptable. It took me 4 days just to get a rep to put me on a flag list for an escalation. Every rep I spoke with told me the one before was wrong or uninformed. Ive been told I have to wait bc Frontier is closing locations, and it's like this for everybody. I have been why I CANT be helped, but never what CAN be done. Every call or chat I make puts me on hold for far too long bc all the person can do is message someone else and wait for a response. The structure, quality, and delivery of service has been HORRIBLE

I've had Frontier Wifi internet for approx 3 years and it used to just crash once every morning which was annoying but now it has gotten to the point where it crashes several times a day and there is no way to get a hold of someone to get it fixed. It takes well over an hour to try and sit for a "live chat" that I don't have time for and if I can finally get someone on there they will do nothing but leave you there waiting and do nothing. The call back feature doesn't do anything either, when you put your number in the box the next button stays greyed out so you can't do that either. Today I tried for the last time to get someone on the live chat and of course my internet crashed 5 minutes after I started which would have been over an hour. I'm done being treated like a pea*** that doesn't get what I'm paying for and have no way to even speak to a person so person because they intentionally set it up so you can't. And I'm tired of these large companies screwing everyone that keeps them in business, they don't exist without us.

Good evening,

I would like to file a formal complaint regarding Frontier Communications. I have had an account with the since September 2018. While getting the service account created there were tons of issues including no service for 1 full month, 5 no call no shows during the first month. These were all scheduled service calls where I was told to be home to wait for a technician. On each of those days I took an unpaid day off of work which totaled 40 hours of unpaid time and no sign of any service technician. I was able to get one out to the house after 5 weeks and they were able to get the service working. After 4 months the service would go out every single night for about 2 hours. Frontier advised me that there was nothing that they could do.
The beginning of July 2019 my service went out completely and I have spent a total of 12 hours on the phone with tech support, and once again they created a service call ticket (ticket# 4666246) and they advised me that I needed to be home between the hours of 11AM and 3PM. I took another unpaid day off of work and once again they were a no call no show. Around 4PM I called tech support and they said there is nothing that they can do for me. I asked to speak with a supervisor and they technician hung the phone up on me.

If there is anything that I can do about this please let me know. There are no means of communication where I live without internet service due to me living in a very rural part of Morgan County. I am unable to get a single bar of cell reception at my home therefore it is very important that I get the service that I am paying for.

Thanks