Frontier Communications

Canceled service, because of increased fees. Canceled my services, returned equipment, still being charged for services. I have made serval calls to the company to resolve issue. Company says they charge for services a month ahead , but I don’t agree with fees, since I canceled my service. They requesting $500.00 for unpaid fees, which I don’t believe it’s fair.

I had called to cancel my service back in November or December (possibly earlier) I was assured the service was cancelled and I would receive a box in the mail to return my wireless box I cancelled as I had signed up for a new service. I checked my mail last month and I was still being billed. I called customer service and told them what had happened and was then transferred to a woman in an upper area, explained again and she informed me they didn’t have record of me calling and I was responsible for the bill. I told her to check my bill, I had never missed a payment.. why would I all of a sudden stop paying my bill? I could also prove that I switched to another service. While I was trying to explain her she continued to interrupt and as I said “I’m not done” she said, “yes you are” and transferred me to what ended up being the Spanish line. The gentleman explained that it was a blind transfer to their line and he had no idea what was going on. LUCKILY I speak enough Spanish to let him know that I was not supposed to be transferred and again explained my problem. He then transferred me, after that point I was sent to customer service, collections which could not help as my bill was still active (they still had not cancelled it) sent back to customer service where I asked for a manager and they told me they could not send me to a manager as it was against their policy. So they then sent me to another agent. She finally helped me and we went back an forth on a 3 way call with a collections agent who assured me they were sorry all of this happened and I would be contacted in a few days once upper management got ahold of my now complaint that the service was not cancelled and their terrible customer service which at that time had taken up to 2 hours out of my day. They would look over everything and let me know how they would proceed with the bill I shouldn’t have. I asked why it was an issue when I had cancelled months prior, she said there were no notes from that time. I asked if there were any notes from ANY of the 6 people besides her about what had gone on and she said no. I told her I would not pay a bill due to the incompetence of their agents. It has now been 2 mo ths, I have not heard from upper management regarding clearing the Jill. And JUST in the mail received the late bill that they claim is going to collections. the Agents were incompetent in cancelling the service and notifying me of the clearing of the bill. I was 9 months pregnant and they resorted me to breaking down as I can’t afford two internet bill.

Slow speeds and poor support. I don't get any where close to the speed I am paying for. I am having issues now where the speed is super slow and the modem has to be restarted 5 to 6 times a day. I have open a ticket 7481647 for repair. No one can even look at the issue for 2 weeks. This is after spending an hour on the phone with a tech that can't speak clear english

I called frontier in May 2019 to inform them I was going to leave frontier because their prices were to high. I was told by a woman named sherry as long as I discontinued my service on or before 7/9/2019 there would be no further charges. I disconnected on 7/09/2019 just like I was told and I promptly received a $200.00 bill for Service up until sometime in august. I called frontier and they proceeded to tell me I had to disconnect my service by 07/07/2019 and the bill was valid. How in the world can they charge for service they have not provided. I want this bill removed.

Internet is much slower than advertised and has very spotty service depending on the day. I had to switch providers to *** because of how awful the service is and was charged an early cancelation fee which also was not disclosed. This entire business uses deceptive, predatory practices on consumers and should be closed down. Awful, awful company.

I set up service for internet 2 weeks ago. They were sending me confirmation text messages daily confirmed the appointment today and that they would be here between 9AM-1PM for installation service. They did not show up. I called at 1PM and spoke to a customer service rep who said they would contact dispatch and put me on hold. I was transferred to technical support. When I spoke to that man I was told I was not a customer they did not have my information and that they could do nothing for me. I asked to speak to a supervisor. It took him 15 minutes to send me to one. I called on another phone and spoke to another customer service rep. One said I would need to pay a deposit and I told her when I signed up that they told me a deposit was not required. She looked in notes and saw that that was true but she said my account was on hold for lack of deposit. She asked if I wanted to be set up for another date. Now they are saying I have to wait another 3 weeks. I was never transferred to a supervisor.

I was quoted a cost for internet and TV service that was below what was actually charged. I was not informed that I was signing a two-year contract and that there would be a financial penalty if I tried to get out of my contract before the two-year period ended. This constitutes an unfair and deceptive business practice.

I was forced to move from *** Fios to Frontier and after a year they took away all of the discounts I had negotiated with *** and raised my service price from $200 per month to $300 per month for the same service and did not give me a heads up. I found out when I got the next bill so I already owed it. I tried to renegotiate a new deal but they refused to work with me. I paid the same amount I had been paying and continued to try to come to an agreement. 4 months later I was able to. However, there are still back charges from the previous 4 months that they will not work with me on to remove.

My December 2018 bill was $155. It had been that level for quite a while. At that point, I returned 3 cable boxes and put the account on vacation. I brought it out of vacation on April 5th, 2019. My bill dated 5/4/19 for April services ended up being $328.03.That made no sense to me since my bill in December was $155 BEFORE I returned 3 cable boxes. I was expecting around $120 since cable boxes are rented at $10 each. I called in May when I received this excessive bill and the customer service agent agreed with me that there was a problem and said that I would receive a credit. I also removed the television service from my package and was told that the remaining phone and internet would be around $100. I was waiting for the credit amount (which I thought would appear on the June bill) so that I could pay the balance. In June, no credit was issued and my account was put on a billing hold. I called on June 20. Another customer service rep said they would request a credit of around $220 and had me pay $100 to take the account out of hold. In July, still no credit had been issued. Again, a customer service rep said they would request the discount. At that point, I had enough and cancelled the account altogether. I totally lost faith in Frontier's billing practice. As a side note, *** now charges me $54.98 or literally half of what Frontier was charging me for a slower internet and a VOIP phone line. My July bill came in even higher at $486.85 because Frontier charged me another $100 for unreturned equipment (which I returned) and $33 reconnection charges which I feel I shouldn't have to pay since my account should have never been disconnected in the first place.

I have experienced nothing but bad service from them from the start. It first started with the technician not showing up to install new internet service to our home (my wife needs it as she works from home so we had to drive to a place with wifi everyday until they finally showed up, in addition to wasting time waiting for them at home all day). When I called customer service, after receiving a text they they were not going to show up at the last minute, they gave me the run-around, said there is nothing they would do, refused to check with their technicians to see if one was available, and refused to let me speak to a supervisor as I requested politely many times. Finally, after spending a couple hours on the phone with them, the representative promised to give me $25 off my first bill as a credit for them not shown up if they could get off the phone with me. It was obvious at that time that they were not going to honor their appointment so I accepted the credit. A couple weeks later I received my bill. It did not have the promised credit. I called Frontier and informed another representative of the credit that I was promised in order to stay with the company/get me off the phone and ask that it be applied now. She said since there "were no notes of this that there was nothing that she could do." Of course I have notes of our conversation at the time. The company wasted my time and made a false claim by promising a credit (for their prior poor service) and then not honoring the promise. This is in addition to Frontier's policy of forcing their customers to pay to rent their equipment regardless of whether it is needed, which is also an undesirable business practice based on a fallacy they perpetuate. I also noticed on the bill that I will start to be charged for a service I never requested, or ever used or plan to use, in the future (security bundle credit until a certain date indicating that at some point I will be charged for a service I never purchased, but this is a battle for another day).

I have been trying to resolve a bill for equipment (Smart Mesh Wifi Dual Pack) and I only asked for one. I received two but returned ALL the equipment to Frontier in January 2019 and I am still being charged for the equipment and ongoing late charges monthly for not returning equipment I returned to them in January. I call every month or more to resolve it and nothing has been resolved as of July 17, 2019. On 6/8 the equipment was confirmed received but yet I still do not have a credit and I'm being charged late fees monthly for not paying the bill. I Have been calling since January and talk to someone for at least an hour to an hour and a half each time and still nothing has been resolved.

I signed up for a year contract with Frontier in September, 2016. At the time I signed up for a $49/month service. My bill has been $129/month since that time. I have called numerous times to try to get Frontier to explain the bill to me. They continue to tell me that I have the $49 service and the rest of the fees are taxes. At the time, there were no other internet options and my business requires internet to operate. I now have a different option and called before the renewal date to cancel my service. I was told that my service was within my knowledge or consent changed to a 2 year automatic renewal and I would not be able to cancel my service without paying $1000.00 until September 2020. This is unacceptable. The service has been far too slow and the bills are not as advertised and far too high. And to lock me into a bill without my acknowledgement or agreement is unconscionable. Since the beginning of the agreement I have overpaid my bill $80 more than the agreed upon price. $80 each month that they claim are taxes. We all know there are no taxes that steep. They need to apply that overpayment to my termination of my contract.

I was a prospective customer for Frontier Internet Service back in November of 2018. I called a customer service agent to have internet installed in my apartment. For reference, she also mentioned that I would not be able to buy a router from outside sources, and I would have to use a Frontier router to get the internet service. A technician came over to my apartment to check for connections and install internet services. He saw that there was no wire/line for Frontier and he was not able to connect. He said he would have to talk to the builder. He did not leave any equipment behind (he did not leave a router). He never came back or contacted me after that. I received one bill in the mail. At that point, I contacted a customer service representative and mentioned to her that I was getting billed for services that I never received. She told me that she would close my account, and that I did not owe anything to Frontier because I never received services. I thought that was the end of it. Apparently not. Because three months later I started receiving collection letters saying I owed $281.15 to Frontier Communications. I disputed it saying I never received services. My account was under disputed status for a while because apparently the "investigation" team was investigating my case. They concluded that I did in fact owe the debt. I sent in another letter explaining my situation, the account was under disputed status, and the investigation team were investigating yet again. The second time as well they concluded that I did owe the money. Both times, they did not clarify or communicate anything to me. My question is how did they come to that conclusion, where is the proof that they in fact provided me with the services that they promised? On what basis were they able to claim that I owed them money?
I have not signed any contract with Frontier. So on what basis am I getting charged? Say, I have a verbal contract, then aren't you supposed to be providing service for the payment you receive? Isn't that a mutual agreement?
Also, the technician did not leave a router behind, and like I mentioned earlier a router from Frontier is required to access Frontier internet, so where am I getting my internet from if there isn't even any router? Also, doesn't the billing office verify with the technician that they send over about whether or not they installed the services before sending out bills?
I am literally getting bullied to pay the amount that I do not owe. Why should I pay when I have not received any services. You can send people from Frontier over to my apartment, and they will be able to verify that there isn't a line for Frontier for them to connect. Please help me resolve this issue. I have tried contacting Frontier several times, none of them have been able to help me. I have contacted the collections agency, they tell me to contact Frontier. When I contact Frontier, they tell me to contact *** (the collections agency). Where exactly should I go, and who should I contact. The last phone call I had with ***, they told me that Frontier would have to send a written notice to them and they would be able to dissolve the charges. Please look into this issue. Thank you.

We were *** customers and Frontier took over our cable/WiFi/Phone service. We had great service with ***. We began having problems after Frontier took over. Freezing of our TV, loss of service of both cable & WiFi. We had over 20 service calls that included multiple modem changes, new lines put in on our street, multiple service men for both inside & outside lines. We have been told by several linesmen that we do NOT have fiber optic cables on our street. We have "copper" wiring that needs to be upgraded to fiber optics. We are paying for high speed internet and HAVE NEVER had it! Since Frontier took over we have minimal signal strength throughout our home. We have completely lost service in areas where we had service at our home before. This past week we had 3 scheduled appointments for a service technician that did not show & did not call. 3 DAYS IN A ROW! The final straw was the technician who finally showed up came today said " If you want anything done to improve your service you have to pay more money or I can't help you". He did absolutely nothing to address the problems with service.We are paying for service we DO NOT have. Several of the technicians have been wonderful! A few were working at our home 3-4 days a week for several weeks and were trying everything they could to help us. We have been beyond patient waiting for the company to provide us with the service we are paying for. We lose TV & internet 10-20 times a day and are paying $200 a month for our contract. Frontier needs to install fiber optic cables to provide us the service we are paying for. It is over 2 years we have had to deal with these issues. We feel we should be reimbursed for service for 3 months.

I lost TV service for 8 days (2/12/19-2/20/19). They thought it was adequate to coach me thru the repair process which they determine was the fault of 2 DVRs which they mailed, but did not fix the problem and I returned them. I complained that it did not fix the problem and I have to fix it myself. Now because they never made a trouble ticket they will not refund me the service outage their lack of decent service caused me. 8 days of lost TV service is $80.

Our internet quit working and after 7 hours of being on the phone with Frontiers helpline listening to the standby music and after speaking to several "tech" agents we were given the same run around repeatedly asking us to run the same tests on our router, which produced the same result every time revealing that the internet still doesn't work.

We were also told that someone would be out the next day to look at our issue and when the ticket was submitted they pushed us out a week. My wife works from home and so going without internet is not an option if possible. So we called again and were yet again put on hold for lengthy periods of time and when we were connected with an agent they tried to have us run tests again. When we asked to speak to a manager they first told us a manager wouldn't be able to help us, then when we persisted they left for a lengthy period of time only to return to tell us the manager was on another call. They also told us that the manager would only tell us the same thing he was telling us.

By the way, still on hold as I type this complaint. No resolution as of yet

Over a month ago I scheduled service for a land line and internet service to be added to my house on ***. The install date was 7/10 between 9am-1pm. No one showed. I called the service center. They said the tech was there at 12:30. I said no one ever came. They called the tech and could not get through to him due to his mailbox being full so they gave me the number to track down their own person. He called me back and said it was a self install. I asked how I was supposed to climb the telephone pole and string my own line? He had no answer for that but was going to call his boss. No one got back to me. I called the service center again and it took 3 hours to get another install date of 7/17/19 between 8-noon. Again, no one showed up. Very long story, 7 hand offs through 2 different departments so far and as of 1:46 pm I still have no land line or appointment. The service person told me that there was no one assigned to the work order for today. The service center reps refuse to let me talk to any supervisor or manager. As a side sweet note, I got a bill yesterday for service as of 7/10 with the FULL INSTALLATION FEE on it.

Have been paying for internet services for 6 months but internet does not work. There is incompetency at every level. It takes an act of Congress to get a ticket to investigate issue. I’ve managed to get two of them and each one gets closed out with issue unresolved. With 6 months of no internet the best they can do is schedule an appointment weeks out. Request for reimbursement has gone nowhere.

I called Frontier Communications on July 10 2019 to inform them I was cancelling my service effective that day. I was informed that since my new company requested to them that they "port" my number on July 09 2019 that they, Frontier had cancelled my service on July 09, 2019. I had received a bill from Frontier for service from July 04 2019 to August 03 2019 that's due July on July 29 2019. when I asked the customer service person what my corrected bill would be she said "the amount that the bill says $201.34. I explained to her that I should not be billed for service I never will get and she told me that the FCC allows this and because my service was cancelled after my billing date of the of July 4 2019 that I had to pay it. I then asked to speak to a Supervisor and after a few minutes she came back on and said "they refuse to speak to me and for her to handle it herself". I then hung up and called back and got the same answers. I called again today and complained again about having to pay for services I would never receive and was told the same thing. I then said what happens if I don't pay the bill that's due July 29 2019, she said that service would be cancelled. I told her the account is already closed on the 9th she told me it would go to collections and if I still didn't pay it would be it would be considered closed but that my credit rating would reflex the non-payment and my credit score! It seems to me that they either get customers to pay for service not received and if you don';t pay they make sure that you get bad credit mark against you.

I started receiving internet service two weeks ago from frontier communications. I have wires throughout my yard that they havent buried yet, repeated phone calls to them havent helped, service went out a week after I started it and they stated they wouldn't be able to get out to fix it for over a week. I have made several attempts to call them and talk to managers. One representative stated that a supervisor was on a phone call and they would call me right back, they never did.