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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We have been without phone and internet service since June 16, 2019. We call almost everyday and given the promise that someone will be out the next day to fix our issue. No one shows and they don't even contact us to let us know they won't be there or why. This has been going on for a month now and they keep saying the technician runs out of time and can't make it and then reschedule us, just to have the issue to repeat over and over again.
I work from home and have to have internet service....this is unacceptable service on their part and is causing issues for our family. We were told that we would not be billed for the time that we were without service and that was false also.
Frontier Communications
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. advises that in April 2019 she had work done on her driveway and the internet /phone line was damaged. It took a week to get Frontier out to replace the line and is now above ground and needs to be buried. Ms. advises on June 16, 2019 her service went out again and every day she calls Frontier and is advised someone will be out and it will take about 15 minutes to run a new line. Frontier has investigated the above statements and offers the following response:
Frontier advises Ms.’s service went out on April 2, 2019 and was repaired on April 9, 2019 with installing a temporary line to her home.
Frontier advises that Ms. called Frontier on June 20, 2019 had no service. This was part of a common cause ticket (a larger outage) that was closed out when repaired. Ms. called in another ticket on July 5th which ws repaired on July 17, 2019 with repair to the temporary line that was ripped apart.
Frontier advises that the service was permanently repaired on October 22, 2019.
Frontier provided credit for the time Ms. was without service.
Frontier spoke with Ms., on November 19, 2019, and advised her of the above information. Ms. advised that her internet and telephone is working. Ms. has direct contact information if she should need anything further.
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.
Attached is the letter I sent to Frontier:\
Re: Account 052518-5
Sir,
On May 9, 2018 one of your solicitors cam e to my door to offer me your services. His name was Taylor Carter, phone number . I agreed to a two year contract at $111.00 per month plus taxes and fees (see attached contract).
On May 15, 2019 I called your customer service because my billing had gone up $70/month with no explanation. I was told there was no such thing as a written contract and my service was for only one year. I asked to speak to a supervisor and he states the same thing. I told him to end my service at the end of that billing month and refund the $271.00 deposit that you took in lieu of my not unfreezing my credit. As of this date that has yet to happen.
On June 3, 2019 I called at 10:17 and went thought the same exercise and received the same response, and yet the account wasn’t closed, no boxes were received to return your equipment and no refund was received.
On June 5, 2019 at 11:15 I spoke with Sheka and then her supervisor Havier who agreed to terminate the service on June 24, 2109 and refund the balance of the $271.00 deposit. The account still wasn’t closed, no boxes were received to return your equipment and no refund was received.
On June 25, 2019 at 3:45 I was chatting with Mary (see attached chat) who told me to call and they would resolve the matter. I spoke with Mark who once again agreed to cancel my service and gave me Order #***, stating the boxes for my equipment would be sent out that same day. Again, nothing has happened and I am now receiving notices and bills stating that you will start collection proceedings against me for money that is not due.
I ask that you look into this matter and correct the issues, refund my deposit and send me the boxes for YOUR equipment.
Frontier has investigated the above statements and offers the following response:
Frontier advises the correct pricing for the services Mr. *** subscribed to was $80.00 per month for one year through May 24, 2019 before equipment fees, taxes and surcharges.
Frontier advises Mr. ***’s $271.00 deposit was previously refunded to his account with the December 26, 2018 billing statement.
Frontier advises on June 5, 2019 Mr. *** had requested to disconnect all Frontier services; due to consultant error the order was not placed.
Frontier confirms Mr. ***’s account is disconnected.
Frontier advises that prior to termination, Mr. *** was billed (and thus incurred charges) through the end of his May 26, 2019 billing cycle.
Frontier confirms appropriate credits have been issued to Mr. ***’s account and Mr. ***’s August 26, 2019 billing cycle will reflect his final balance.
Frontier attempted to reach Mr. *** to advise of the above but was unsuccessful. Frontier did leave a message for Mr. *** that included direct contact information.
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 ma*** 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 have attached the original contract which clearly states the contract was for two years and as of this date I have seen nothing that indicates that a credit of $271.00 has been issued against my account. None of the statements provided by Frontier are correct and I am still receiving bills. I also still have their equipment because they have never sent the materials for me to return them.
Regards
Frontier has investigated the above statements and offers the following response:
Frontier advises the correct pricing for the services Mr. *** subscribed to was $80.00 per month for one year through May 24, 2019 before equipment fees, taxes and surcharges.
Frontier advises Mr. ***’s $271.00 deposit was previously refunded to his account with the December 26, 2018 billing statement.
Frontier advises on June 5, 2019 Mr. *** had requested to disconnect all Frontier services; due to consultant error the order was not placed.
Frontier confirms Mr. ***’s account is disconnected.
Frontier advises that prior to termination, Mr. *** was billed (and thus incurred charges) through the end of his May 26, 2019 billing cycle.
Frontier confirms appropriate credits have been issued to Mr. ***’s account and Mr. ***’s August 26, 2019 billing cycle will reflect his final balance.
Frontier attempted to reach Mr. *** to advise of the above but was unsuccessful. Frontier did leave a message for Mr. *** that included direct contact information.
Frontier's position on this matter has not changed.
After scheduling an appointment with them, receiving three confirmation texts, and calling to confirm my appointment, it was cancelled without any notification. When I called to see what the problem was, they had no record of my three hour conversation or my order number which I received in an email from Frontier. Furthermore, they continued to tell me they wouldn't be able to schedule that until the old service from previous owners was deactivated. The previous owners had a confirmation their service was cancelled on July 8th but after calling were told they would need to pay for service through July 25th but it would be disconnected on July 18th. Additionally, they couldn't schedule my new appointment until after this service was disconnected. Except they had originally told me it was already scheduled to be installed on July 18th. My husband has taken two days off work and I have been on the phone for five hours, this is still unresolved. I have also had two credit checks during this ordeal from Frontier, even though I was already a paying customer.
Frontier has investigated the above statements and offers the following response:
Frontier advises Ms. had placed an order to install a new service and due to consultant error multiple credit checks were ran.
Frontier is reversing the multiple checks however one check is appropriate for processing a new installation order.
Frontier confirms Ms. did have an existing internet service that Frontier was unable to transfer to Ms.’s new address. Frontier was able to install a reduced speed internet for Ms. on July 26, 2019.
Frontier spoke with Ms. on July 25, 2019 and advised of 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.
I closed my no-contract internet service account with the provider Frontier Communications over the telephone on on March 14, 2019.
At that time I was informed my account would remain active until April 4, 2019 as “pro-rating accounts is not a Frontier practice”. I responded I understood. I was also informed that I would be accessed a termination fee of $9.95 only. Though I disagreed with the charge and practice of not pro-rating the account, I acknowledge my obligation of $9.95. My reference number for the cancellation is ***.
On April 6, 2019 I received an email indicating a monthly statement and payment was due totaling $109.99. I was not able to access the statement as my account was closed and I was no longer granted access to my customer account via the web.
On June 6, 2019 my account received a letter from Credit Collection Services in the amount of $109.99. I immediately contacted the agency in which I was hung up on 3 times as my wife is the sole named referenced in the debt collections letter. The agency informed me any dispute would need to be directed to Frontier Communications.
I then contacted Frontier regarding the amounts in the collections letter. I was informed that the charges would be reviewed internally, and I would be sent a letter within 2-3 days of approximately June 6, 2019. My wife simultaneously contacted Frontier Communications and was informed that charges were likely for “equipment”.
I contacted Frontier Communication on June 11, 2019 requesting a status update as I had not received the discussed letter. Through the online chat feature, I was able to obtain a general document related to my account itemizing charges totaling $109.99 on June 11, 2019. This was the first time I received any itemization of any charges associated with my account.
Upon not receiving any letter, I again called Frontier Communications on June 24, 2019 and requested a note be added to my file. At this time, I was again informed verbally my charges were under review.
On July 8, 2019 I spoke with Annette and her responses to my questions indicated my account notes retained by Frontier Communication did not align with our verbal discussions. I then requested a copy of my falsified account notes. Annette informed me Frontier Communications cannot share account notes. Annette also indicate that “Frontier Communication does not send letters”.
On July 8, 2019, I requested to speak with Annette’s supervisor in which I participated in a call with a duration of holds equating to X minutes. I was informed she would “put in a request for a copy of my recorded call”. She would review my dialogue with the customer service agent regarding her errors.
On July 16, 2019, I called and requested an update on the 72 hour review that I was advised. At this point 8 days have elapsed. I spoke with Tammy in Indiana that refused to provide her employee ID number for my records. Tammy also stated she is “not at liberty to provide a copy of her notes”. I confirmed with the supervisor on July 8, 2019 employees can share their notes, however; not others. Again, I continue to receive erroneous and inconsistent information.
I have now resorted to filling this report as of July 16, 2019.
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 Frontier representatives could not explain charges applied to his final bill. Frontier has investigated the above statement
and offers the following response: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. A review of the charges confirm Mr. was charge an Early Termination Fee (ETF) as a result of terminating the account prior to the expiration of the term. The previous two-year term was set to expire on November 21, 2018 but was set to auto-renew on November 22, 2018. Please see the bill message provided below that was included on every billing statement as far back as one year prior to the auto renewal. Bill Message Your High Speed Internet agreement will automatically
renew effective 11/22/18.As you agreed, your Frontier service includes a 1 or 2
year term commitment with automatic renewal at then applicable pricing and an
early termination fee of up to $400 depending on your bundle of service. Please
call Frontier if you have questions about the applicable earlytermination fee or at least 30 days prior to your
renewal date above if you wish to cancel your auto-renewal. As noted on page 2
of every bill, visit Frontier.com/terms, Frontier.com/tariffs or call Customer
Service for other important service Terms, Conditions, and Policies. 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.
The provider:
Engaged in a deceptive practice
Knowingly, the provider was I aware I was relying on the information provided in our discussion to make a financial decision
Actual damage has been incurred due to the provider's act, as I will require paid services to absolve all financial consequences of the negative credit reporting.
This matter has been forwarded to the Illinois Attorney General case
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 reviewed the response made by the business in reference to complaint ID 13682094 and have determined that this does not resolve my complaint.Frontier
advises:A review of the charges confirm Mr. was charge an Early Termination Fee (ETF) as a result of terminating the account prior to the expiration of the term. The previous two-year term was set to expire on November 21, 2018 but was set to auto-renew on November 22, 2018. Please see the bill message provided below that was included on every billing statement as far back as one year prior to the auto renewal.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. Thank you,Edna V. Executive Customer
Relations
Following are three complaints I posted on the Consumer Affairs website. The initial one plus two updates. It includes all dates and details:
Posted 6/17/19: "I, like many of the reviewers here, have been disappointed by the woefully inept customer service I've received. I moved 6/10/19. I called in early May to front-load the move and make sure everything was set and scheduled.
Well, it is 6/17 and I still don't have service. I have called at least 6 times and spoken to at least that many people. Most calls were BEFORE my move date and almost every time there was a mistake on the order. A couple of accounts were cancelled (on their end, possibly due to the errors) so the poor reps don't know what I'm talking about when I call and they have to to go digging to find me.
I ordered a modem (prior to 6/10) for self-installation that was cancelled for unknown reasons. The rep I just spoke with (today) couldn't understand why the system wouldn't accept a new modem order. In fairness, a couple of reps from Frontier did call (probably when they recognized the install didn't happen), however, they didn't leave messages so I had to waste precious time calling to figure out what was up.
Last chance Frontier: I told today's rep (Lindsay, who was very nice but couldn't order another modem) to please escalate this to a supervisor who, perhaps, would know what the heck was wrong because none of the "experts" I have spoken with were able to follow through and make sure my order/install was completed.
I also said I expected the modem to be shipped overnight at Frontier's expense, since I went out of my way to give them plenty of time and make sure the order was correct before my move. Lindsay was unable to put her supervisor on the phone at that time because she was busy. I will be pleasantly surprised if I get my modem and am not charged for service starting 6/10 but, based on the previous reviews, I am not holding my breath... :( Think twice..."
Update posted on 6/27/19: "I never got the modem Lindsay promised that she would have her supervisor send. (I realize this is not her fault.) After several more calls I discovered that the "engineering" department kept sticking its nose in and cancelling my installs (without notifying me!!). Lindsay scheduled another install for 6/24 which was, again, cancelled by Frontier because they wanted my approval to charge $75 for a tech installation (which they kept saying I would not need). After all the nonsense, misinformation, and general frustration I said forget it and hung up. I will go elsewhere."
Update posted on 7/16/19: I was contacted by Frontier on Friday, 7/5 (retention department, I assume) and was promised that the issues that had plagued my order had been resolved and that the router would be received within 3-5 business days. I got a bill of $106.34 for service starting 7/8 but have still not received either a router or service. Worse, when I called today to cancel the service and close the account, I was told they couldn't just do that without researching to find an adequate reason for disputing the charge. I have spent hours since early May trying to get simple wifi service with Frontier. Please be warned. I went to *** and activated an old phone to use as a hotspot. Problem solved."
Frontier Communications
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 had very poor customer service and to date still hasn’t received the modem for her to install it, herself. Frontier has investigated the above statements and offers the following response:
Frontier overnighted a modem to Ms. and made sure she had the number for technical support for help getting it set up. Frontier zeroed out the first bill Ms. had received. Frontier spoke to Ms. on July 30, 2019 and she was satisfied. 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.
Frontier Specialist: Jacey Dorman Department: Customer Specialist
We currently have an oral phone and internet contract, according to Frontier, that is valid until January 2021. Our internet has failed no less than 40 times since January 1, 2019. We have documentation from our fire alarm monitoring company. Frontier doesn't recognize the information because it isn't documented through them. We are very dissatisfied with Frontier's service. We can't count on them to be here when we're told they will be. We wish to cancel the contract because we can't run a business with so many business interruptions and our building can't be monitored for fire protection when the internet is not functioning.
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. states that he has wants to cancel his contract due to multiple internet service outages since January 1, 2019. Frontier has investigated the above statements and offers the following response:
Frontier advised Mr. that Frontier is unable to locate multiple notifications regarding internet outages. The most recent repair ticket was filed on January 23, 2019 regarding static on the line. The repair ticket was cleared as repaired on January 24, 2019.
Frontier advised that we are not unable to cancel the contract with the information available.
Frontier spoke with Mr. on July 24, 2019 and advised the above.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.
FRONTIER communications charged me fraudulently for services for a home phone and home internet that they never provided. The Manager Tammy stated that the charges would be removed in the next billing cycle back in December of 2018. I found that the charges were posted to my credit report and never reversed. When I called back I was unable to speak with the same manager and was given the run around and told that they would get back to me. No calls have been returned nor charges reversed. In October of 2018 I requested a home phone line and internet to be set up. I spoke wth kenneth and was told the package woukd be mailed on October 8th. I called multiple times and was unavke to locate the package or what was delaying the phone/internet hook up. I called And spoke with Aaron on Novermber 11th from 6pm to 7 pm. I was told that there was an error and that original order was cancelled by Frontier. I was given a new order number ans told that my package was coming. The phone or internet was not set up and no package arrived. I called and Spoke with Wendy on 11/19/19 and told that they would have to run my credit again in order to correct the mistake to which I stated " No, thanked them for trying to correct the cancelled order but please keep it cancelled and I will try to figure out a phone another way as it was needed for my children when they come off ths school bus before I get home from work. I was told that everything would be cancelled and no charges would be required. I then recieved a bill in the mail for a billing date of 11/9/19. I called and spoke with Tammy a customer service manager. I Explained the situation and I was told that the bill will be reversed as service was never established and that she was unable to do so until the next billing cycle in December on the 12th. Tammy gave me her direct line extension and told me that she would follow up. I did not recieve any other bills in the mail nor did I recieve a follow up call back from Tammy. I attempted to call back however When I call I am transfered repeatedly for over an hour and then disconnect or again given the run around. I Spoke with another customer service rep and explained the situation yet again. She was able to read the entire note and conversation that was documented and corresponded with my notes and read it back to me ovet the phone. I stated that this bill had been posted on my credit report and asked to speak with Tammy. I was given the run around and treated rudely stating that she would be investigating and get back to me offering me no number or point of contact. No calls have been recieved. On 7/16/19 at 3:06 I called and left another message on the voice mail box for Tammy the Customer service manager asking her to please get back to me in regards of this account that she was to reverse back in decemebr of 2018 that has now postes to my credit report and let her know that at this time I am filing a report with the Revdex.com and would like this fradulent charge off my report immediately.
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. advises that Frontier billed her for services that had not been installed. Ms. advises that all charges need to be cleared. Frontier has investigated the above statements and offers the following response:
Frontier advises that the order for new service completed in their system before the self-installation kit shipped out, which resulted in Ms. incurring charges for one month of service.
Frontier advises that Ms. decided to cancel her account after not receiving the self-installation kit, and the system credited her back to the date of cancellation at the start of the next billing cycle.
Frontier advises that the remaining balance has been credited in full, and Ms. currently has a zero balance. Frontier will notify the outside collection agency of the billing adjustment, and her credit report will be updated accordingly.
Frontier spoke with Ms. on July 25, 2019 and advised her of the above information.
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 cancel my service defective end off may before the billing cycles for the month of June. The phone rep notify me about the no prorate on the month of may and clarify that I did not owe anything. as the month of June have not cycle yet. She proceed send the return boxes but my daughter brought the modem to de Brandon, FL office shortly after. I just received a threatening letter with a dollar amount that I did not owe as the billing have not cycle at the moment of cancellation and the equipment was returned.
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. is disputing the final balance on his account. Frontier has investigated the above statements and offers the following response:
Frontier advises that the May statement was sent to Mr. on May 15, 2019 that covers services up to June 14, 2019 with a balance due of $122.10.
Frontier records show Mr. contacted Frontier on May 23, 2019 to cancel his Frontier services.
Frontier advises that the June statement was sent to Mr. on June 15, 2019 which billed a $9.99 Broadband processing fee which covers the disconnect of the internet services from the central office or remote facility. The June statement also includes the unpaid balance of $122.10 from the May statement for a total balance of $132.09.
Frontier advises that the equipment has been returned and Mr. has not been billed for any un-returned equipment fees.
Frontier advises that the final balance of $132.09 is correct.
Frontier spoke with Mr. on July 26, 2019 to review this information with him.
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
I had been paying for the higher speed internet getting the lowest speed, keep getting a bill for service I was not getting or could use. I have now been turned over to collections because of this issue.
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
· Mrs. states she should not have to pay the final balance on her Frontier bill as she had problems with the internet service and states she never got the speed she was supposed to get.
Frontier has investigated the above statements and offers the following response
· Frontier found that Mrs. did have a history of contacts with technical support that indicated there were problems with the speed and connectivity. Frontier credited the final balance of $126.90.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mrs. may have experienced as a result of the above matter.
Had bundled *** and internet for frontier. We had been with them for years and as prices continued to go up we decided to switch to internet TV so cancelled the *** component of the subscription. We paid a month ahead and when we tried to get the money refunded Frontier told us we would have to contact *** even though the bill was paid to frontier. We have since cancelled our Frontier internet subscription and still have yet to receive a refund for the prepaid *** amount or the remaining money owed to us from the prepaid internet.
The Complaint states that:
Mr. is disputing his final charges from *** Network that were billed with his Frontier bill.
Mr. is disputing his final bill balance with Frontier.
Frontier has investigated the above statements and offers the following response:
Frontier apologizes for the inconvenience this issue has caused.
Frontier advises that per our Terms of Service, unless otherwise required by applicable law, your termination of Service may be effective on the last day of your Frontier billing cycle for all applicable Services. Frontier advises that as a courtesy, we have agreed to issue credit for Mr. for his charges from his cancellation date of July 11, 2019 through the end of his bill period, August 9, 2019.
Frontier advises that in regards to Mr.’s *** Network charges – Frontier receives charges and or credits from *** Network and places them on the Frontier bill as a 3rd party biller. We have explained Mr.’s *** Network charges as they were sent to us from DISH. If Mr. has any further questions regarding his *** Network charges, he can contact *** Network at 1-***
Frontier advises that we spoke to Mr. on July 25, 2019 to advise of the above.
Service Outage in my area for almost a week for internet and when I call ALL I can get is a message letting me know that they are aware of a service outage in my area and can send me text updates. I can’t talk to anyone, and even when I tried to go through billing to get connected to someone who could at lead let me know when a technician might be coming they were unable to put me through. Absolutely unacceptable.
The Complaint states that:
Ms. advises that she has intermittent issues with her internet speed and connectivity.
Frontier has investigated the above statements and offers the following response:
Frontier apologizes for the inconvenience this issue has caused.
Frontier advises that we have reviewed the repair history for Ms.’s account, and although there are several calls to technical support, we did not find any repair tickets.
Frontier advises that despite our best efforts we were unable to reach Ms. to discuss her complaint. Direct contact information has been provided.
When I first got Frontier (before they gobbled up ***) their ISP service was good, I guess they put on a good show since they wanted to lure customers away from the one and only internet service company that my little town had. But their service has gotten worse and worse over time, while their prices keep rising. Trying to watch any streaming service is a huge pain, with constant messages that there's insufficient bandwith to stream. And it's not like there's a million devices in my house trying to access the internet- there is ONE, my ***. I'm not the only one with this issue in town either. It is maddening their service is so poor while I'm constantly getting mail promos to upgrade to their high speed service, which frankly isn't that much better. At this point, several of us are going to be leaving not just Frontier ISP, but *** cell phone service and landlines. At least 7 accounts will be cancelling once summer is over. We are so fed up and companies understand only one thing- losing money. I hope, by the time September tolls over, more of my neighbors will have joined me in quitting this lousy company.
If I could a NEGATIVE 10 I would... HORRIBLE company to deal with....
Fraudulent billing:
My phone and internet services with Frontier were stopped on 5/31/19 when *** ported my phone number from Frontier to ***'s system. However, I got a bill from Frontier for services in June 1-30, which were NOT provided.
I called Frontier on June 5 at 3:10 pm to make sure my account was closed and where to return equipment. I spoke with Janet who said that my account was closed on May 31 when *** ported my number. She said our equipment was obsolete and did not need to be returned. I received a bill dated June 1. But I called Fronteir again on June 13 at 8:49 pm and was told by their automated system that my account was no longer in service.
Frontier sent me another bill dated July 1, for additional July 1--31 service, despite my account being closed. They also said I had to pay $114.57 immediately "to avoid collection activities".
Yet, they are billing me for services they have NOT provided.
I sent emails to them 7/8, 7/9,and 7/11 to resolve this, and get something in writing, to correct their billing, but got no reply beyond them asking for my PIN number. I did an online chat on 7/15 (about 2pm) with Ashley, who said we had to pay the bill because they sent the bill...despite not providing any services.
Frontier has investigated the above statements and offers the following response:
Frontier apologizes for the inconvenience this issue has caused.
Frontier advises that Ms.’s final billing includes an Early Termination fee for cancellation prior to the end of the agreed upon commitment term.
Frontier advises that credit was applied to Ms.’s account for the period of time billed for after cancellation.
Frontier advises that we spoke to Mr. on July 19, 2019 to advise of the above.
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
frontier put a hold on my land line services without notifying me. after months of being charged for services that I didn't have, I contacted them and we came to a resolution of a credit of over 200.00. That has not been issued to me and because of their poor customer service I rather make this complaint than spend another 2 HOURS on the phone again.
Frontier has investigated the above statements and offers the following response:
Federal law mandates that customers who subscribe to Frontier non-line powered voice service, including VoIP (FDV and Vantage Voice) must accept acknowledge the E911 Terms of Service which advises of critical differences between accessing 911 service with Frontier VoIP voice and accessing 911 services with traditional wireline telephone service, including but not limited to, internet availability, location and electrical power limitations and need for backup batteries; services will be suspended without acceptance of terms.
Frontier advises Mr.’s VoIP telephone service was suspended pending acceptance of E911 Terms of Service on November 11, 2018 and restored on June 11, 2019 date of acceptance.
Frontier advises due to consultant error the adjustment for time out of services was not properly issued.
Frontier confirms appropriate credit has been issued to Mr.’s account for the time out of service.
Frontier spoke with Mr. on July 30, 2019 and confirmed adjustments issued to his account.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. 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
At the onset of the initial installation ( I was sent a self install kit) a technician was assigned to come out to my residence. After he he left the internet service continued to go in and out.
I called and cancelled the service the same day. The customer service rep assured me there would be no charges of any kind and I would receive a box form Frontier to send back the router.
Last week a received a bill for $9.99 residential broadband processing fee? I never had service. I sent an email to the president's ofc on June 22, to a Kelly L regarding the bill and informing her that I was never sent a box to return the equipment. I never received a response back. I have now received another bill.
Frontier has investigated the above statements and offers the following response:
Frontier has credited the $9.99 Residential Broadband Processing fee to Ms.’s account.
Frontier attempted to reach Ms. to advise of the above but was unsuccessful. Frontier did leave a message for Ms. that included direct contact information.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Iris *** 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
Since December of 2018, I have had a continuous issue with my internet service, it goes off and immediately reconnects. The modem was replaced in January/February, this did not correct the issue, I contacted Frontier numerous times with no resolution, They suggested I get another phone, and I replaced my cell phone, again the same issue, they sent me a second modem and the problem continued, I have contacted Frontier numerous times since then, their own representative stated she could see numerous disconnects but could not explain why and would send out a technician, this was on July 5,2019, today was to be the date(7/16) they were supposed to come out, per their request someone had to be at the house, so I took the day off. No one showed up, so I contacted Frontier this evening and the work order had been closed (ticket #***), apparently a technician checked the system and closed the work order, now it will be another 2 weeks before they will come out and check my internet. I am very frustrated with the lack of service from Frontier, and if I had a choice I would change to another provider, unfortunately there is no other provider in my area. I continue to pay my bill each month with very poor service from this provider. I do not know what else to do.
Thank you
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 connectivity issues with his Internet service from Frontier. Frontier has investigated the above statements and offers the following response:
Frontier advises that Mr. reported an issue with his internet service and on July 8, 2019, Frontier tested Mr.’s lines and test results were good.
Frontier advises that on August 3, 2019 a technician was dispatched and the lines from the house to the Frontier terminal were working as intended and test results were good.
Frontier advises that as a courtesy to Mr. a onetime missed commitment credit has been issued on the account.
Frontier spoke to Mr. on August 5, 2019, Mr. agreed to he will test the internet and if he continues to experience disconnects issues, he will contact a Frontier supervisor.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. 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
Internet is unreliable, I never get my advertised speeds and I have requested someone to come and fix the issue many times. I also still have to pay my bill when the company makes me wait 3 weeks until my service is connected and working again. They are robbing their customers and we're getting the short end of the stick. Feel free to call any time for more info
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. advised he has been experiencing intermittent speed and connectivity issues with his Internet service from Frontier.
Mr. also advised he is not pleased with the time it takes to have a technician dispatched to fix the problem.
Frontier has investigated the above statements and offers the following response:
Frontier advises that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and Wi Fi network interference. Customer speeds may vary over time.
Service concerns are addressed as quickly as possible with consideration to the service affected, medical necessity, inclement weather and other factors.
Frontier advises that Mr.’s service was repaired on August 1, 2019.
Frontier has provided a one month out of service credit to Mr.’s account.
Frontier is working on opportunities to alleviate customer frustration related to repairs.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The service I pay for is still impeded to unacceptable speeds. Last night I was only able to hit 15mbps and I pay for 90. I also am extremely frustrated that I can't even reach out to Frontier when I do need help, and if I do get through then I'm on the phone for hours upon hours that I can't get back. I had taken time off from work to get a technician out and had a no call no show which is completely unacceptable. I feel Frontier should at least let consumers know that they will not be able to show up at the scheduled appointment. I am extremely dissatisfied with my service and Frontier as a whole. I'd like more of a concrete answer than "We will try to do better in the future" from Frontier. They treat their customers poorly and defraud them of their hard earned money.
Regards
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. advised he has been experiencing intermittent speed and connectivity issues with his Internet service from Frontier.
Mr. also advised he is not pleased with the time it takes to have a technician dispatched to fix the problem.
Frontier has investigated the above statements and offers the following response:
Frontier advises that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and Wi Fi network interference. Customer speeds may vary over time.
Service concerns are addressed as quickly as possible with consideration to the service affected, medical necessity, inclement weather and other factors.
Frontier advises that Mr.’s service was repaired on August 1, 2019.
Frontier has provided a one month out of service credit to Mr.’s account.
Frontier is working on opportunities to alleviate customer frustration related to repairs.
If Mr. is not satisfied with the Internet services speed, he may disconnect without further obligation.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.
We haven't had phone or wi-fi service for over a month, and yet we have to pay for the service. Frontier says there is an outage and they have no idea when this will be fixed. I don't understand why I have to pay for services when I don't have them. It's very frustrating, and I have missed several days of work, because they tell you someone has to be home, and then you get a text message stating there is an outage.
Thank you for referring the complaint of *** to our office for review. We appreciate you bringing this matter to our attention.
The Complaint states that:
Mrs. states phone and internet services are not working.
Frontier has investigated the above statements and offers the following response:
Frontier advise that as of July 22, 2019 customer services was restored.
Frontier advise that a credit has been issued for time out of services. The credit amount is $87.98.Please allow 1-2 bill statements for this credit to reflect on the customer’s bill. Frontier representative has made several attempts to reach the customer however was unsuccessful.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mrs. 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I agree with our problem being corrected, however, they DID NOT try to contact us multiple times. They left one PARTIAL message on our answering machine and that is absolutely it nothing else. I am thankful for your help. Just needed to have the truth be told.
Regards,Brenda Richmond
Just started with Frontier Internet Service. I am not using their wifi router - yet they insist on charging me $10 per month for their wifi router. It was never installed as I am using my own router. They also added secure internet bundle to my account which was not something I ordered and spent 1hr on hold trying to get it removed. I am still in the first month of the agreement and they want to charge me over $90 to terminate because they insist on charging me $10 for something of theirs that I do not have and use.
Thank you for referring the complaint of Mr. our office for review. We appreciate this matter being brought to our attention.
Frontier has investigated the above statements and offers the following response:
The Frontier Residential Gateway (router) is Frontier equipment provided with every service order and specifically designed to work with our service. Our advertising and our residential internet terms and conditions make clear that our service includes equipment charges, such as the router charge, and neither our advertisements nor our terms and conditions provide any exceptions.
A customer may choose to use their own router, but if the customer does, our router charge continues to apply. Also, we cannot support or repair the non-Frontier equipment.
On July 19th and 23rd, 2019 I left messages for Mr. and provided my contact number.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that the customer may have experienced as a result of this matter.
Sincerely,
Stacey M.
Frontier Executive 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.
Regards,
***
Well any normal person will view your business practice as unfair to charge for an item that is not required for you to provide the service nor used. It would be like the airline charging for baggage space whether you use said baggage space or not and then tell you well it says so in the terms. Fortunately I have other options and will cancel this service within the next couple of months.
Thank you for referring the complaint of Mr. our office for review. We appreciate this matter being brought to our attention.
Frontier has investigated the above statements and offers the following response:
The Frontier Residential Gateway (router) is Frontier equipment provided with every service order and specifically designed to work with our service. Our advertising and our residential internet terms and conditions make clear that our service includes equipment charges, such as the router charge, and neither our advertisements nor our terms and conditions provide any exceptions.
A customer may choose to use their own router, but if the customer does, our router charge continues to apply. Also, we cannot support or repair the non-Frontier equipment.
Our records do not reflect that the customer is being billed for Frontier Secure.
Our records indicate that during the initial call the CSR disclosed to Mr. that he would receive Frontier Secure free for 1 year. In addition, the CSR disclosed the router monthly recurring charge.
Frontier maintains its initial response.
On August 29, 2019 I left a message for Mr. and provided my contact number.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that the customer may have experienced as a result of this matter.
Sincerely,
Stacey M.
Frontier Executive Relations