Frontier Communications

I started my cable, internet and phone service with *** in February 2016 with a 3 year discounted agreement (which was not a contract). Frontier bought the *** service in the state where I live about a month later so I became a Frontier customer through no choice of my own. I read and saw many stories about many other customer’s technical and customer service problems with the transition, but I put up with some initial issues and stayed a Frontier customer for nearly 3 years. When the promotional period expired, I was unable to negotiate a satisfactory deal and I felt that their pricing of about $285 a month was not competitive with other providers in the area. My new provider hooked up their services on 3/11/19. They were supposed to request the port of my existing home phone number the week before but did not do so until 3/11. According to their records, the number was ported the next day 3/12, plus I have the new provider’s call log showing a call placed from my home number through their service on 3/12 at 5:09 PM. I called Frontier the morning of 3/13 to ask where to return their equipment. The rep told me that there was an open work order to port my phone number and it would take several days to complete, and that they would mail a box to return the equipment. I told him that I was sure the port had already been done since we had been making calls from home via the new provider’s service. He disagreed. He told me “that’s unfortunate” and that I would have to pay an entire month since my billing date was 3/13 and they do not pro-rate final bills. I told him I would not pay for a month of services that I did not receive. I went ahead and made 1 days pro-rated payment of $9.51 online that morning just to be nice, even though I was not receiving their services and my number had been ported the day before. On 3/15, I received an email showing a full months balance due of $285.22. I called Frontier on 3/15 and started an appeal that they call a “case” in the hope they would treat me fairly- I was told they would notify me of the outcome but they never did. The rep on 3/15 also said my number had still not been ported and it would be several more days, but I knew this was not correct since I knew that it was ported on 3/12 and I had proof. I never received a paper bill for that bill or in the months since. My user account was deleted by Frontier so I couldn’t see any itemized charges online. I only received an email once a month stating a balance due and go online to review, but I had no account to do that. I returned all my rented equipment to Frontier via UPS and they received it on 3/25. I did not return the router because I bought it outright with 3 payments of $66.66 at start of the 3 years, and I have written proof. Frontier received either 1 or 2 of those router purchase payments, and they never charged me rent for a router. Yet, the balance due in the email increased over $100 to $390.24 after the equipment was returned- I wasn’t sure why. I was really busy at work and procrastinated on calling them again because I dreaded having to be on hold for 20 minutes or more to get to talk to a rep, some of whom had been rude. I wasn’t sure if the monthly emails were even correct because I did not receive a paper bill and I had no user account. I received a letter from a collection agency on 7/5, so I called Frontier on 7/8. This time, they claimed my number had been ported on 3/13. He said my “case” had been denied even though I wasn’t notified. He confirmed that they received the rented equipment but the bill had increased because I didn’t return the router, and he contested that I had even purchased it. He said was it all out of their hands since it has been turned over to a collection agency. I never signed up to be a Frontier customer and I know that *** (whom I did sign up with) and my current provider pro-rate their final month’s bills, because they have done it for me in the past. Regardless, I contend that my number was ported and their service discontinued prior to the billing date of 3/13. And I certainly do not owe them for a router that I purchased outright. They end their emails with “Thank you for being a valued Frontier customer.” I don’t feel valued. What a way to send off a good customer who paid every bill on time (when receiving their services) for nearly 3 years! They need to keep better records also. Worst provider I’ve ever dealt with by far!

Frontier emailed confirmation of my upgrade to faster WIFI with a monthly price AND a 12 month promotional discount of 10.00 monthly, and providing a new modem. A day later Frontier emailed showing the upgraded speed and price BUT without the promised and confirmed 10.00 monthly promotional discount. Communicating with the Office Of The President who is insistent upon not honoring the confirmed speed, price and 12-month promotional discount.

On July 3rd 2017 cable was installed at my Residence at ***. I was asked to pay $113 deposit which I was led to believe would be returned to me. The cable service that I originally signed up for was supposed to be $100 for a bundle deal for 2 year contract. As soon as I noticed that I was being charged more than that I reached out to Frontier Communications and they refused to honor the rate they had originally planned. I filed a complaint with the Revdex.com and Frontier Communications called me and worked out a deal where I would pay a little bit more because they said that the deal that I was offered was incorrect. That was supposed to be for the two-year contract. I accepted the terms in one year later the deal that they had offered me fell off the system and when I contacted them back they said they had no way of honoring it for two full years. So I went ahead and I paid the extra money that I was misled on a second occasion for one full year knowing that I would be able to cancel my contract without penalty on July 3rd 2019. I contacted Frontier Communications on July 10th 2019 where they explained to me that they could not cancel my contract because I waited until after July 1st that I would have to wait until the following month which is absurd because they bill in advance. I also asked about my hundred and $113 deposit which they told me I had lost because I did not make their monthly payments every month on time. I was never disclosed that I had to make the monthly payments every month on time and I was misled to believe that I would be paying $100 for two years where I have at this point in paying $200 for the last year. That's $1,200 in overage on top of the $113 that they have confiscated which is a total of $1,311.
I opted to keep the internet service so that I do not have to frustrated with myself with having to be home for an installation of new Services through another company. Frontier Communications has taken full advantage of my household financially and has gotten away with it for longer than one year.

I have been calling since May about internet problems at my house. Repeatedly the internet goes out on a daily basis. In June a tech did come to my house and was here for about one minute. He said he could find nothing wrong and left me his cell phone number to text or call when it went out again and he would be right over to see if he could find the issue because sometimes they do not show up all the time. On June the seventh , the day after the tech was here it happened again. On that date, I sent a text to the tech, it was 9:31 pm. No response, no return to my house, nothing. So, I continued calling and still no results from this company. They do not care about servicing customers here as they have a monopoly with the county in which I live. They had the county sign a contract stating they were the only communication company allowed in this county. Is this not illegal? It is now July 11, 2019 at 11:30 am and had to call yet again because I was told the tech would be here by 10am. Something needs done!!

I went online to make a payment on Friday 6/28/19 when I tried to submit the screen went blank no confirmation number and nothing came out of my bank account. I then called customer service to ask if I should try again or if it could hit my account later, I was told if it did not show in bank then it didn't go through so I tried again, same thing happened. At that point I oped to do payment over the phone with the rep I was speaking with. That payment hit my bank account right away. the following Monday 7/1/19 I looked at my bank account and saw 2 additional payments were taken. I called right away and was told they were putting in form to have them reversed after 48hr which is how long they told me it would take to reverse the payments. I looked at my account and nothing had been done at this point I received 2 overdraft fees for these transactions. I then called back and spoke with several people including supervisors who then told me it could take up to 3 to 4 weeks to get my money back then another person corrected that and said that is only check payments and I did debit so it should only take 48 to 72 hr and again he said he submitted a for to get my money back but this time I was told that I would only get the amount that was credit on my account not the 2 full payments because I had a new payment now due I was also told they do not credit for over draft fees...I asked for supervisor and was told I would get call back which never happened...several calls later I was no further ahead and still no refund it is now 7/11/19 and just got off the phone with rep who told me no one of the many people I had spoken with had even noted my account and no refund was requested he put in the form and I asked for supervisor to express my unhappiness and I was told they could not do anything more for me and the wait would be very long...which I had heard many times before when I had called many hours later talking with the billing department collections and supervisors no one would help me...now I have an extended over draft fee on my account and my Netflix went through and gave me another over draft feel $600+ dollars later and no one is interested in listening or helping to resolve this issue.

Frontier is charging me $10/month for router rental fee. I bought my own router and am shipping them back their frontier router for internet. They refuse to stop charging the $10/month router rental fee even though I am no longer using/renting their own router and I bought my own device.

My husband and I own a duplex that was receiving service in the front unit. When we moved to the back unit, we requested service to be transferred to the rear unit that was on the same property. However, I was falsely informed that service could not be transferred because the wiring was incompatible. Later, I was mislead into opening a new account since then I could have service in my rear unit. I wasn’t aware I was being billed for two accounts for several months. This was due to negligence on Frontiers behalf, that I only discovered when they shut off my service. I decided to end the service due to horrible customer service and misleading advertising. They agreed to reimburse me for the double payment, but now have sent my account into collections with threats of it affecting my credit. Frontier does not and has not taken accountability for their employees lies to entice a sale. I have attempted several times to reconcile my account, however I’ve continuously been mislead into believing my account is resolved. Frontier has sent my account into collection, so they no longer have responsibility in this matter according to Frontier. I’m in the process of disputing the collection, but Frontier is t taken ownership for their negligence or misleading advertising

ended service 6-7-19 billing us thru july2019. new service already sent bill . their billing was never the same each month

We had Frontier Cable in Oregon. We moved from Oregon to Washington in February. We received a "Bill" with a credit of $75.00 I called Frontier and they said they would send a refund Visa within 90 days. I just received (July 11th) a new bill with the $75.00 credit showing. I called Frontier again and they said the same thing. 90 days. It's well over 90 days and still nothing from Frontier. I am concerned they will never send me my $75.00

I have contacted Linda 3 times at .. I have left messages 3 times and no return calls.. I was notified my promo was over via email last month and was trying to see what they wanted to do ? Its obvious now that they dont want my business.. In that case I will be switching to ***.. Come get your *** out of my house..

My family and I have had frontier internet since 2016. We were supposed to move a few months ago so we had to stop our service. Due to a family emergency, we did not move and started our service back up, and upgraded to a bigger package. We were without service for maybe a week. When the technician came to bring the new modem, an updated version, he dropped it off and that is it. There was no type of installation done. Frontier said they were going to charge me like $100 for an installation fee. I spoke with several people and was told the fee would be waived due to the fact that it was basically just an upgrade and nothing was installed by their technician. When I received the bill, the installation fee was on it. I called to talk to someone about it and they told me there were no notes about waiving the fee. This showed me they don't notate everything. Very unprofessional. Also, our internet went down several times and we were told it would be weeks before anyone could come look at it. I told them that was unacceptable due to the fact that I am in college and it's completely online. Our internet went out again recently, around July 1st or so. I called them and they said it would be almost a month before a technician could come out. The woman I spoke with said she ran a test and couldn't find a problem. I called back to talk to a different person and she ran a test and said there was a problem with our outside line. So finally on July 9th, a technician came to our house and, for the first time, actually did his job. He checked all the lines and he came to find that there was a splitter/blocker on our line meaning we haven't been getting nearly the internet speed we have been paying for. This is why our internet was going out so much, also. He fixed it for us, which should have happened the first time a technician came out but like I said, he did no installation whatsoever. I called frontier the night of July 9th and spoke with a young man, I asked to speak with a manager and told him my issue when asked. He put me on hold and never came back to the line, it was almost an hour before he just hung up. I called back and spoke with a lady, I believe her name was Jamie. I told her I wanted to speak with a manager and she asked me why, I told her and she got a manager on the line, but, she was the one who continued to talk to me. I firat asked about the installation fee and was told they gave ne a credit of $25 dollars and ahe couldn't give anymore. I explained to her that I was told it was being waived and also that the tech didn't do any installing. She said it didn't matter, because he came to the house they are charging me. I said to her, "so I am being charged a $100 delivery fee basically?" Her response was yes. I eventually went on to tell her about the issue with our outside line and how we have been paying for service that we haven't been receiving. She told me she could credit me $2 dollars at first, eventually it was eight days because that's how long she showed we were down. I asked her how a company can think it's acceptable to scam their customers this way? The supervisor and heraelf continued to tell me they were doing nothing to help me or make things right. This is the worst customer service I've ever dealt with.

This should say 0 stars. This is the worst customer service I have ever in my life experience. I am a business owner and my internet with this company is not what was promised. Two weeks ago, my internet went out and I lost about $3000 for those three days. They told me that they would send a tech out the next day after my call, and the tech never showed up. I got a “sorry we missed you” text and called to see what was going on as nobody had showed up yet. I have camera footage of that time to show no one came. Then they sent another tech out TWO DAYS later and the internet was miraculously working. So he just left. And did not replace or do anything. The box is giving out and we are without internet again today. And I’ve been on hold with them for 20+ minutes and then the music cuts out and hangs up. To choose the option to get a call back, the soonest time slot is July 17th. I have gotten no where with supervisors. And I’m still without internet. This business is a fraud and costing me THOUSANDS of dollars. I will be switching as soon as I can I just hope others head my warning, a customer of frontier for 4 years now. I can’t do it anymore: I’ve had soooooo many issues with this company and the people that work for them. They all need customer service training, a better phone system, better organization for customer service, lower wait times (currently on hold again for the second time today and my Time stamp ended at 40 min before they just hung up and currently it is at 20 min). They need techs that know what they are doing. Someone needs to do something about these criminals running a big business with incompetent people to actually assist with the services they advertise that they provide.

I don't trust this company
they do offer and promise one think and when you received bill its all upside down
price all ways higher then they offered
have to call many times to frontier problems still not resolved
but promises is same
frontier don't like to cancel service and never fixed what they promised

Frontier Communcations gave me false information about installation and speed of service. They called it a "disconnect between customer service and dispatch." And another mistake they made was a "clerical error." Internet customer service not available and phone customer service refuses to forward you to a manager, lied and said none were available. The second agent said I could hold for one but I gave up after over an hour. They also refused to give any mailing addresses for customer service complaints.

This is a horrible company that only cares about profit. They will setup a service date the night before they are supposed to be there send you a text and push your service date back 3 weeks. If you use this company you are asking for nothing but headaches.

I had requested disconnect the service on or around May 22nd to be effective on May 24th,They never did and attempted to collect for the service they never provided to me,Subject property had been sold on May 23rd,2019 and new owner had establish
new internet account with Frontier Communication ,I had made a several attempts to correct this issue and despite promise to correct it from rep. problem still exists ....btw the is no email communication with Frontier retention dept,everything is over the phone and that`s is wrong because there is no paper trail

This is a horrible company, their customer service is horrible, their Tech support is Horrible, their service is horrible, they are not 100% USA based as they advertise, this is a scam run fast if you have service with them, run to another company. 15 days to get a service tech. it is horrible so out of touch with their customers.

I had been getting charged for equipment (a tv set top box) that I never had nor did I order at any time. I called the company in April to change my contract and the customer service agent is the one who realized I was paying extra equipment; he claimed I'd get a refund of $110 ($11 per month for 10 months I'd been paying). I was sent return boxes for the equipment but since there's nothing to return I didn't send anything, I was then charged $100 for non-return equipment. Once again I called an agent told me to wait and I'd get the refund later on. I called again a month later and was told the same thing, I check my statement to look for the credit and it's only for $66 so I call customer service. After speaking to 3 people (all give me different answers to where the rest of my refund is) I talk to a cancellation agent who tells me it's my fault I've been paying for equipment because I agreed to paperless billing when I signed up for service and I should have known I was paying for non-existing equipment. She goes on to say she's not going to let me speak to management because they're too busy and she already told me nothing will be done. Basically I was paid 10 months for something I never ordered and never had and was later charged for bringing it up to them and asking for a refund.

Many calls to frontier communications to repair my internet service promise to sent repair tech never do check status of repair ticket with number supplied my frontier on there website says it don't exist each call made to them is a 45 minute to hour wait this has been a on doing problem

Hello, I purchased frontier internet dec. 2018 went through hoops with the installation, once connected it was brought to my knowledge the rep. Lied to us about Being in range for fast internet. I literally never used the internet, I canceled a few days later and also asked for our 60$ deposit back. They set everything up and told me it was settled and to expect the refund in the mail. Not too long after I received a bill in the mail. I contacted the company after being on the phone for over a hour and them transferring me from rep to rep. One finally explained to me that my refund was credited to the bill I should have never had in the first place. She then explains that I had to dispute the action if I wanted my refund back so I agreed. They explained to me it would take 90 days to be completed.it is now July 2019, Never once was I contacted about the dispute being completed not even via email. I’ve been calling for weeks to get the results of the dispute to get passed around rep to rep to rep AGAIN might I add just for them to finally explain to me that they denied my dispute saying we used the service. When they clearly have a cancelation date on file. A week after our service was connected. I’m so disappointed in this company, they never have managers that u can speak to and they get away with just taking peoples hard earned money? It my just be 60$ to them but that’s vital to a single mom with a minimum wage job! I contacted the corporations email complaint section and I’ve never even been responded to. I’ve never in my life been so dissatisfied with a company to have to contact the Revdex.com.