Frontier Communications

I have frontier communication - they are the only choice I have for landline service. my phone went out on 7/1 and they are leaving me until 7/18 with no service. which would not be so bad but I have explained to them I have no cell service and if I had an emergency I have no way to reach out for help. they said see you on the 18th. I also have a small home business and they have literally shut me down which now means I will have only a 1/4 of my august income. internet has been in and out too which has cut me off even more from being able to conduct business.j I am having to drive 5 miles into town just to make phone calls and check msgs. because of this.

My phone service doesn’t work. They won’t come to work on it, I’ve spent t several hours on hold trying to talk to them. And they won’t switch me to paper billing so I can stop paying for said non service.

Frontier Communications is charging me $10 per month for a router. I do not have one of their routers, but am still being charged. When I added the service I specifically asked the representative if I could use my own router and she said "yes." She went on to tell me to have the technician write on the order that I did not receive one of Frontier's routers and to then call customer service and tell them I am using my own router and the $10 per month charge would be removed. I did all these things and when I called customer service they told me "no, I could not do this and that the router is part of the package and they cannot remove it." There is no where on their website that states I am obligated to use their router, and my billing shows the router charge on a whole separate line of the billing, implying it is not part of a package. I was completely lied to by this company and am now being charged for a product I don't even have!!! How is this legal???

Was quoted $40. Per month for WIFI service. Was billed $324.42. Bill was Corrected to $243.70 for modem I did not agree to buy. Cancelled service. Still billed $243.70 I asked why , was told for a special modem. I complained I did not agree to buy any modem and I certainly don’t need a modem I have no use for and did not agree to buy. Was told on 8/31/2018 that I would be sent a Return Authorization. Never received RA. Was turner over to *** to destroy my credit ratting.

We live in an old neighborhood where utility lines have been a problem for years. We have been trying to get electric, cable and phone lines rewired for years. In some cases, the issue was so bad that we had massive tree trunks and branches actually growing around existing utility wires and have had wires displaced by tree growth laying atop existing structures and growing through tree branches.

My neighbors and I have made repeated contact with the various utilities over the years and have been getting the runaround for at least 5 years. Last year, Frontier got invloved and based on their assurances, we had hope that things would finally be fixed. Frontier's representatives visited our street several times and last Fall, we actually got new, taller poles installed. (The old poles were very old and were leaning due to tree growth). And, although it took several months, we were able to get our electric and cable companies to move their wires from the old poles to the new poles.

However, during the first installation of new, taller poles, Frontier apparently placed the first new pole too close to the road and had to return, drill a new hole and install a second new pole further from the street without removing the first one (or the old, shorter pole). So months later we have three poles plus a brace for the old pole to stabilize it connected to the first, incorrect new pole. These utility poles are on the border of our neighbor's property and he has made repeated attempts to get the old poles removed without luck. In addition he has an old pole on his property which was also replaced with a new, taller pole and both the old and new poles are still there. So, between us, we have 5 utility poles on our small properties where there should only be 2.

We really thought and hoped this would all be finally dealt with this past Spring, but we're now into July and seem to have been forgotten again. None of us up here want to go any longer with this mess, especially as we move into hurricane season.

Yesterday, I finally contacted Frontier directly myself with all the details (Although I know they are familiar with the neighborhood and the issues we're dealing with). The company's reply is below:

"This project was going on well before I inherited the town. I am not making excuses, but, I have no control over the construction department. I have been emailing [neighbor] as to the response I was getting from my line foreman and what the status was. There are a couple of things that held up the job, one we can’t shift until everyone else shifts and then we can remove the pole. Secondly, if it rains, my foreman will not go out with the trucks due to possible damage to the property, which [neighbor], had mentioned. Lastly, my construction foreman left the company on Friday. He promised me that he would have the poles removed prior to leaving. Well, I guess that didn’t happen. Now I will reach out to whomever our new foreman is.

Please be reassured, as I stated to [neighbor], I have been emailing on a regular basis about 5 jobs similar to yours. I won’t let it drop, but, I have no control over another department or company."

So, we've had this eyesore since last October and it appears we're no closer to having the necessary work completed. We've gotten false hope enough times to not believe anything we're being told by Frontier's representatives.

Several people including myself have need internet/phone hook-up through Frontier Communications. Customers have a long wait to get installation then on the day of installation they do not show up may not notify clients and when they do they postpone services for another two or more weeks out. They do not have enough installers to handle the service they are supposed to provide and the phone/ internet service to be hooked up are very important services to be waiting for some like myself have keep people who have been ill waiting for service. Clients take whole days off work and still do not receive the service. It is unacceptable. Some have no other choices but Frontier in their areas so they have no choice.

Frontier is the only option for internet in my rural area. The service is out multiple times per month. It took me months of service issues and hours of calls last year to get them to replace my damaged line. They have since left my line above ground even after acknowledging that it is their responsibility to bury it. I had a service ticket open for almost 8 months and nobody showed up to bury the line. It is currently laying in my yard. Last Wed (7/3/19), I spent over 2 hrs on the phone with them. I was transferred from tech support to customer service, back to tech support for the same issue. I was transferred without them providing my information back and forth and spent multiple instances back on hold for up to 30 min to have to start over. Finally I got a ticket number and they said a tech would be at my house on 7/8. Nobody showed (and I took off work) and nobody contacted me. After an hour on hold today, 7/9/19, I was told that they rescheduled this visit for 7/12. They will not bury the line. It will be a tech that comes out to tell me that another company will bury the line. And I have to take off work for a 2nd time in a single week to accommodate. There have been so many issues with this company for me and all of the people in my community who are forced to use their horrible service. They do not care as we have no other options and in fact they just raised our rates by $5 2 months ago.

I have had several appointments to have internet installed and nobody has called or show up. I have been trying off and on to get service since September 2018. I have missed several days work and wasted a lot of time and nothing.

I have been a customer with Frontier for ten years. I called to cancel my services with them in the end of June. At the time I spent 45 mins on the phone with them and had to talk to three different people in order to cancel my service. I was advised that I could not mail the equipment back directly to them because the equipment would just sit in their warehouse. I had to pack up their equipment, take it with me on my move, wait for their box with the magic bar code and then UPS it back to them. There is now a credit of $6 on my account, which I called in and talked again to three different people to try and figure out. They will leave me account as is for three months to make sure there are not additional credits or billings. I asked for an audit to be run on my account so that my account could be closed before three months and I would not still have issues with them. I was told it is what it is and if I had a complaint I could sit on hold again to talk to customer service but they would not do anything for me. I have never worked so hard to try and close an account in my life. I can't believe this is how a business is run and what they think customer service is. If I had not paid my bill for three months, Frontier would send me to collections. I wish I had a recourse.

So on June 24th I called Frontier in regards to possibly getting faster internet service than I already have, which is at 12 Mb/s. As I was talking to a sales rep they had informed me that I could go up to 18 Mb/s and my current monthly cost wouldn't go up. I was paying $39.99 for Broadband Ultra and the new 18 Mb/s was the same price. They stated that they would need to send a technician out to do something with my lines and also would be sending a new modem/router out due to the old one not being compatible with the new service. I asked if there was going to be any charges for the tech and or the router. They had informed me cause I was already paying the same price for slower internet that I would not be charged for those two things. They also stated that I would probably have to be there so the tech could set up the new modem/router. So we set up appointment for the tech on July 8th for a time slot from 1pm to 5pm. That was the closest time they could set up service. My wife received a confirmation email with the date and time. So on July 8th I left work early to meet the tech. I got home and I waited till about 5:30pm, the technician hadn't showed up yet. I asked the wife if she got and text or email or calls about them being late or cancelling. She did not. So we signed in to my frontier account and seen that the appointment was cancelled. Did not state any reasons nor did we get any notices. So I tried to contact frontier using their 800 number. Was on hold for about an hour and finally got a rep. Explained what was supposed to happen and the rep said he was going to check our account. Stayed on line with them for about 15 mins and the they hung up. So tried to call back and was on hold for an hour and half. Gave up and tried to use Frontier chat to get some help. When I logged on I was in que with 93 people ahead of me. Waited about another hour and que went down to 88. Finally gave up trying to talk to somebody that day. The next day after work I called Frontier again. Wait time was not that bad about 20 mins. Explained the whole thing all over again to a new rep. They looked over the account and said they couldn't find any details for the order being set up. They informed me that the appointment was probably cancelled due to and outage in my area. They said that the 18 Mb/s service may not be available in my area as well and if it was that I probably don't need to be there for the tech. Said, that they would probably just UPS the modem to me but they wasn't seeing any information on my account about the order. Then he said his department doesn't handle upgrades. He then transferred me to a "SALES EXPERT" which I believe her name was Roxanne. So I explain the whole situation to her all over again. She said that there was no record of me placing the order. I than gave her the order number that I got off of my frontier account from their website. She than basically said I never put in an order, even after I gave her the order number FROM THEIR WEBSITE. So anyway she asked if I was still wanting to go from the 12 Mb/s to the 18 Mb/s service. I said yeah I am still interested. She then started to tell me the Technician fee was going to be $75 dollars and that my monthly bill was going to go up. I explained to her that original sales rep said that wasn't supposed to be cause I was already paying the price of the 18 Mb/s now. She then said it was going to to go up cause it was faster. I reminded her what I was told before again. She then stated that I never ordered the service before and they have no record of it. I told her was done talking about it and that if they had any other competition in the area I would drop their service in a heart beat. I have several other issues that I have pretty much giving up hope they will ever fix as well. One is I have never had access to my voicemail even with the pin number they have provided me. One time they told me to wait 48 hours before I tried to access my voicemail. Still didn't work. My main phone landline quits working several times a year. Sometimes lasting 2days to a week or more. Had a technician said something about switching a card at a station somewhere to fix the probably. That problem still happens. New problem right now is my caller ID does not give numbers and all my ID says is that I got an incoming call. Often I have people call my house and it rings once then it disconnects. I use to call about these problems but most the time I just get a run around. If I didn't need this phone line and internet for work I wouldn't have it.

Will I have a contract from 01-28-2019 to 01-27-2021 and they raise my payment by 5.00 per month. When it was lock in. So they broke the contract and want to charge a 100.00 cancellation fee.

To whom it concerns, our current contract for cable, internet, and land line has ended 2 months ago and I am no longer in a binding contract with frontier communications. I contacted them to end my service on a specific date 7/8/2019. I was told that they would only end the service at the end of the billing cycle which is 7/17/2019. I am currently not in any binding contract and do not want to pay for services that I do not desire for an extra 8 days.This is preposterous and forcing me to pay for services that I do not want. I would understand if I had a contract, but my contract period was over several months ago. Another business tactic that should be investigated is the ten dollar service charge they charge clients who elect to use their own modem and do not want to use a modem supplied by frontier communications.

We have been without land line phone service from Frontier Communications since the 19th of JUNE. We have no cell service, live 8 miles from town. My husband called repair on the 20th of June. I did a very lengthy chat on the internet a couple of days later only after 45 minutes I was told that the person I was speaking to couldn't help me. My daughter in law called and spoke to repair and explained how it was a medical situation because we have no communication and no way to call an ambulance.
Here it is the 7th of JULY and still no phone service.As I explained our phone service is very necessary for us. My husband is a combat Marine veteran with PTSD and a heart condition. Because of the extended delay in service my husband became very upset and I had to take him to the Emergency Room at the VA Hospital in Albany N.Y. over 55 miles away where he was admitted with AFib. I have been unable to call him at the hospital.
This has been a nightmare for us. What do we have to do to get our phone service repaired? Unfortunately we have no other carrier in our area who will service us.

I have made payments to my account that have withdrawn from my account but they shut my service off even after making a payment. I constantly have to call in due to services not working or due to billing errors that takes months to resolve. When I have a tech issue it takes a month for the tech to come out, which I still have to pay that month of service with no service. I contact customer support and they hung up on me right before they close so I cant talk to a supervisor about the issue. When I have set up appointments for a tech to come out I have to call off work but the tech doesnt show up half the time which makes me have to wait another 2-4 weeks.

This is the second problem with Frontier Communications using auto pay. Called several times to fix the account. On hold 3+hrs, etc...

When the account was first set up, it was supposed to have been on autopay. Everytime I called the company they said it was on autopay. I wasn't. The email on file was incorrect. The phone number on file was incorrect and I did not get any bills. I had my bills emailed to me, and tried to log on to verify auto pay. The customer service person was rude and said he had a lot of experience and could fix my account. He said he changed the number on file, but I still was not able to authenticate my account online was an incorrect phone number. I tried to explain it to another customer service representative and he said yes it was and hung up on me.

I also wrote to the office of the president with no response.

I have been having issues with this company since day one. The customer service department is rude, hang up in your face or pass you on to a blind que. I talked to *** at corp on 6/14/19 told her all of the different issues, my on demand only show current shows on at the moment, it tells me I have to rent or buy ON Demand, the DVR says I need to upgrade when I press it, it did previously call, they rebooted, it started recording, but scrambled everything and since, telling me to upgrade as if I do not have a DVR, I do not get all of my channels, when I am trying to watch live tv, it freezes and scrambled.. *** got them to make me an appt., the earliest was 6/29/19, mind you it's 6/14/19 when I'm speaking to her finally at corporate after several calls to the customer service dept. I wait for my appt, I called to confirm my appt on 6/28/19, was told by Michael in corp, that I do not have an appt because my problem was a common problem, meaning if 5 or more people were having the same issue, they will not come out, they fix all at one. I tell this rude man, my problem still is not fixed and I have been waiting for an appt, he repeats the same thing and tells me the best he can do is shoot the It dept an email and for me to just wait for someone to call me back.I was heated, like he had no concern. I ask to speak back to *** the person that got me an appt, he said he will send her an email to call me back. Got on the phone on 6/28/19 that night, talked to a Tierney(rep) put me on hold said she need to contact IT, she had me on hold 47min and never ever came back. On my cell, while still on hold and got Min( tech support) I may have her American name wrong, but she got in touch with advance tech, we wer on the phone for over 2hrs troubleshooting all my issues, she got me approved for another cable box to be mailed to me. I called on 7/1/19 to speak to *** to adjust my bill as she told me to call her back after the 6/29/19 (which I never got,) Lisa in corporate ask me she can take my number and have *** me back I asked if she could h she says no, it has to be *** and that *** would be calling me back within 48hrs. On Tues 7/2/19, I received the new cable box, hooked it up per instructions and ALL THE PROBLEMS that we just troubleshooted Friday 6/28/19 night, came right back up. All of the exact SAME ISSUES.I called corporate back on 7/3/19, talk to rude Michael again, I remembered his smart mouth, I asked for Angela, he just hold the phone and do all this typing, and typing, just holding the phone, saying nothing to me as a customer. I ask him will I be able to speak with her, he said No' as he see I called on Monday and it has not been 48hrs yet, he would send another email to Angela. I called on 7/7/19 hoping to speak t a tech, the automated system STILL as of 7/7/19 - SAYS "they see I HAVE AN OPEN APPOINTMENT REPAIR TICKET, IS THIS WHAT I AM CALLING ABOUT? I press #1 for yes, told the hold time was approximately 35min. I typed an entire complaint to consumer affairs, I started typing at 1:07pm, it was almost 2:00pm and I am still on hold and no one ever answered the phone.

Frontier has the worst customer service I've ever encountered. I had an install scheduled and no one showed up for 7 hours. I never received a call or notification of the issue. Ultimately when I called they conveniently said mt appointment had been changed to a week later. They could not provide any information on who or why it was changed. They had no interest in honoring my original appointment I made two weeks prior. I cancelled my entire install and choose not to do business with Frontier Communications.

I terminated my Frontier DSL service on 6/13/2019, because Frontier raised the monthly fee, and would not provide an explanation as to why the rates were increased. At the time of the requested disconnect I was provided a final billing for the month of June ($33.37). I paid the amount in full on 6/18/2019.

On 7/6/2019 I received a paper bill by U.S Mail, for the period of 7/1/2019 - 7/30/2019 in the amount of $9.99. I contacted Frontier and was told that the bill was an "early termination fee." The paper bill states the charge is a "Residential Broadband Processing Fee."

Based on my conversations with two customer service representatives, and two Frontier managers, I am being billed because I disconnected Frontier's broadband service, even though my account was paid in full.

Why should I be charged to disconnect a service?

My original order was cancelled and refunded. They then sent me a bill for $130. I called to fix this issue. I was told it was taken care of. I received another bill the following month. I called again. This time I was told I would have to pay the money. I explained the account was canceled and refunded. They said I still owed the money. A few weeks later a technician showed up to fix something that I didn't have. I explained the situation to him. Now I have a collection agency hurting my credit.

Frontier Communications was providing internet service to my home. The service was constantly down and they had sent service repair out a couple of times and also tried trouble shooting via telephone several times. We always had down time in our services. I then discontinued my service with Frontier and went with Hughes Net service. I had bundled with dish network and Frontier for internet and television satellite services. I called Dish when I discontinued the service with Frontier and took the Dish Account over with direct payments from my account. They then sent me a bill for dish services that I had already split off and had automatic payments for with Dish directly. I called them to discuss this bill and they conference called Dish and I thought it had been resolved as this technician did state that the bill was paid with Dish and I did not owe the amount with them. I then got a letter that Frontier sent me to collections for this amount of the bill that I had called about and this was in June for a April Bill. They never reached out to me again about the bill or sent anything else via mail to try to get this resolved. I then paid the amount of the bill because I do not want my credit affected by this. This is corrupt and unethical as I had already pad the amount once and they also charged the amount for a disconnection for services that were not working and they could not fix the problem.