Frontier Communications

On Thursday, June 20th when I arrived back home in the evening after work I arrived back without any phone or internet service. While I was at work on Friday, June 21st I received a message from my next door neighbor to see if my phone service was out because she was experiencing the same issue as I was. Turns out several of my neighbors were without their Frontier service. That day my neighbor contacted Frontier to report the issue and was issued a restoration date of Thursday, June 27th. In hopes that Frontier would realize the issue was impacting more than just one household I called on Saturday, June 22nd but unfortunately still received the same date as my neighbor for service to be restore on Thursday, June 27th. Since I live in a rural area I had to drive 10-15 minutes to the main road to receive cell phone service periodically throughout the day to make sure my elderly parents were okay the weekend of June 21st. Thankfully throughout the week was not an issue on making contact as I had to be in town each day for work and could make sure they were doing okay. Thursday, June 27th rolls around the day that Frontier had promised service to be restored and I get home late again that evening from work to find no phone or internet service. At this point I had to get back in my car to drive back out to make contact with Frontier to see what happened to the service not being restored on the day they promised. After a 45-50 minute hold I was told the ticket was closed out by a service technician as being completed and the issue would have to be reviewed the following morning by a supervisor as to why the service technician closed out the ticket without restoring the service. I was promised a follow up call first thing the morning of Friday, June 28th from a supervisor with a note on my account for the trouble ticket to be expedited. As I have learned to expect from Frontier again another lie as there was no callback from a supervisor the next morning. For the most part of my morning it felt like a battle just to get through to a supervisor whether it was because of an automated system or being hanged up on while on hold for a supervisor. Finally later that afternoon a gentleman by the name of Rob was able to identify there was an issue that was impacting myself along with 10 other customers in my area. He took his time with the call to make sure everything was documented and submitted a new trouble ticket for Tuesday, July 2nd. I was also able to be transferred to a supervisor who placed a note on the account for the ticket to be expedited over the weekend if possible once he learned the circumstances of living in a rural area without any cell phone service. This was the ONLY good experience I had with Frontier that day. And it’s pretty sad on this same day I found an online complaint to file that was “suppose” to go to the desk of the President of Frontier and no response. Another weekend goes by where yet again I have to drive 10-15 minutes to the main road periodically throughout the day to make sure my elderly parents are okay. Finally on Monday, July 1st a service technician is dispatched to my residency to restore service and she made sure to reach out prior to fixing the issue and again once the issue had been corrected to let me know service had been restored. The next day Tuesday, July 2nd when I call the billing department to request an adjustment to my bill due to no service and the lack of keeping promises to a paying customer I am informed by a gentleman there has already been an $80.00 credit applied to my account. Whoever I spoke to this time acted as if he couldn’t stand his job and he had no compassion as to hear me out as why more of an adjustment should be made to the bill given the lack of service I had received. He immediately let me know he was not about to make any further adjustments to my account that the fact I had to travel out of my home on several occasions just to make contact with my parents during the outage was not a concern of his. I asked to speak to a supervisor and his response was “you can speak to a supervisor but they are going to tell you what I just did they will not make any further credits to your account and there will be a 20 minute wait”. I am sorry but after Frontiers poor excuse of service across the board and lack of compassion for their customers it’s obvious they only care about collecting the money. Taking care of their customers is the last of their priorities just as long as they put another dollar in their pocket. After everything that I had to go through just to get service restored, making multiple trips out on the weekends just to have cell phone service to check on family, and not to mention the risk of a potential emergency where emergency responders could not be reached if needed Frontier owes more to myself and others that were impacted by this outage than a measly $80.00 credit. This company better hope another phone and internet company doesn’t come into the area because if that would ever happen I will be done with Frontier in a heartbeat. Throughout this whole ordeal it was nothing but a nightmare. The only two good experiences was when I finally got to speak to someone on Friday, June 28th and the proactive service technician who I spoke with on Monday, July 1st.

I have had trouble with my Frontier phone service for over a month. I have not been able to access voicemail. First it was the pin, not fixed. 2nd call it would supposedly be fixed. 3rd call all I have is voicemail. I cant get calls at all. Someone calls my phone they get a jingle and it tells them # they've called and beeps for vm. I expect the service I pay for not crap. Frontier has horrible service all around.

Sold a contract for phone service and internet and was told it included all our lines. When bill comes it is more than we paid before we signed the new contract and did not include all our lines resulting in approximately $150 more a month in payments. We told the sales person we did not utilize the internet, we only had it on our account because the price lowered our monthly bill and was still sold this

Our internet connection has been struggling since June 5th. We have contacted Frontier’s Customer Service for numerous times via phone and chat. Each time they would provide a reason such as their line was down, Congestion issues, telling us that we can not use transparent bridge mode. We followed all their recommended instruction. Unfortunately, none of the solutions resolved the down internet problem. They did not follow up with our concerns. We are concerned that Frontier Customer Service just made up a ton of excuses to get us off the phone and chat room by telling us to wait for the magic to happen. We have been restarting the modem every day for every time it freezes and hope that the internet will work and not freeze up again. We have already told Frontier’s Customer Service that it is their hardware issue and they refused to at least schedule their technician on-site to complete a thorough inspection. Saying its congestion related to why our modem freezes randomly and that our line1 on a bonded system is down, cutting our connection speed by half.

At this point, Frontier did not express any means to get our internet connection issue resolved. Their service is very disappointing, unprofessional, questionable and unreliable. We are not getting what we have paid for. We have contacted Frontier’s Customer Service one last time on 06/30/2019 and allowed them 48 hours to fix the problem before deciding to post this on Revdex.com. Unfortunately, we have not noticed any improvement or received any updates from Frontier. The connection issue is still not resolved as of today. Therefore, we decided to file this complaint via Revdex.com as we cannot tolerate any further with Frontier’s service. We do not recommend anyone to use Frontier internet service if possible.

We are not asking for a refund for the amount of time down and the half connection unless they are unable to comply.

I contacted Frontier Communications to cancel my account effective 6/27/2019. They do not offer service at my new address. I received a bill for my regular monthly charges through 7/15/2019. I contacted Frontier to inquire why I was being billed for an entire month. I was told that the billing cycle starts on the 16th of the month and that they no longer prorate charges. Are you kidding me? I have to pay for a service that is not available for me to use? There has to be something wrong here.

4-18 I called to setup phone and internet service with frontier and to have my old phone number ported over, however, the system was down that day so the porting couldn't be set up and I was told someone would contact me in 3 days and was told install would be done Friday 4-26.
4-22 I was at work and my wife happened to be home with my son who was sick when a frontier tech showed up to install my services which she thought was strange at the time as they weren't supposed to be there until Friday. Called to have my number ported over and after 2 hours on the phone was told it would be done on 4-26.
4-26 My number still wasn't ported.
4-29 My number was ported and works however y internet wasn't working. Called to find out what was wrong but wait was to long so I waited until the next day.
5-1 had a2 hour discussion on why internet wasn't working (on messenger have a copy of the conversation) tech support makes a ticket and I ask for billing to try to get credit for the issues I am having and the fact that I am paying for two services due to no internet and number not being ported right away. Billing says my account was deactivated and I only had 6mb internet speeds not the 12mb I was promised when I signed up. He then proceeds to write a new order with the 12mb speeds and that installation and other fees and a tech would have to come on 5-3 between 1 and 5 pm.
5-2 I received an email from frontier for the order I set up on 5-1 and instead of canceling the install and other fees he doubled it so my bill would have been $235 for the first bill so I canceled the order before it was done.
5-3 Tech leaves a message on my answering machine saying my internet is up and running and he says "I have no idea what they are doing on their end" which leads me to believe a mistake was made at the office.
At this point I have had their service for 2 weeks and had the wrong phone number for 1 week and no internet for the other and several hours of talking on the phone and internet and when they tried to make it right they doubled my bill (which I canceled before I let it go through) so I decided since I still had *** this whole time I was going to uncancel my cancelation and leave frontier due to the multiple issues. *** took several days to port my phone number over as frontier had a "pending order" on my account. After calling 3 days in a row to get the pending order off so they can port my number the third person told me she took care of it and the first 2 didn't do it right.
Over the next couple of weeks I had received 2 bills one for my number and one for the number that I had before my number got ported over so I have 2 bills with two install fees for the same house on the same phone so I contacted them on 5-27. to tell them about my issues and the person I spoke with (on messenger I have a copy) said they were going to send my issues to their secondary level approver to zero out my accounts and to contact them in 3 to 5 days to find out the results. 5 days later I contacted them again (again I have a copy) and the person I spoke with said yes both of my accounts are zeroed out. I then asked when will a box arrive to send equipment back as I didn't receive it yet and she said 3-5 business days (took about 2 weeks). I boxed up the equipment and sent it back and thought all was good.
6-29 I received another bill for the temporary number I had for a week due to their error of not porting my phone number saying I still owe 78.40. I Did receive some credit but not for the whole bill so I called at 10:25 AM and talked with a girl about this bill. She said credit was already applied and she couldn't do anything. I then explained how this number and bill shouldn't even exist due to their error. After explain it several times she understood and credited the rest of the bill. I then asked about the bill for my actual number to see what the deal with it is. Now it is 269.38 she says no more credit can be put on it (none was put on this bill at all). I told her I was told it was zeroed out and she said the other person was "lying" and that she can contest charges again. Then the next day I got a my account has a past due amount of 269.38 and that I have to respond by 7/07 or it will be reported to the credit bureaus and sent to a collection agency. Today I contacted them on messenger (I have a copy) and I told her that I thought this was contested as I don't want it to go to collections. She said they no longer prorate final bills. On the bill I was charged for both an installation fee of $75 and a cancellation fee of $120 but when I signed up I was told if you pay the $75 installation fee there would be no cancelation fee or if you do a 2 year contract there is a cancellation of $120 prorated based on how long you have the service but no installation fee. I asked her how could I be charged both?
She says the charges are valid. We discuss back and forth and she says she would send a ticket for this but she can't as I couldn't verify my account (I needed a password of which I don't remember seeing and was never asked for before). She said she will send me the authorization ID and I will receive it in 7-10 business days in which I can contest the fees but not before.

My ISP Frontier received a $10 million grant to upgrade broadband. I just got off the phone with Frontier. I pay $44.99 per month for a measly 6 Mbps service. I often drop service and sometimes have no service. When I do my speeds are usually around 2 Mbps. Might as well go back to dialup. Frontier told me my provisioned speed is 3.7 and I can expect to receive 50-100% of the provisioned speed. I asked if you went to the gas station and paid for 6 gallons of gas and received 3 gallons, would you be ok with that? My options as instructed by the rep are to upgrade my service to 9 Mbps and receive approx the 6 Mbps I pay for now. This is unacceptable ***. In rural Morrisville NY my only other option is unlimited *** or satellite. Frontier clearly can not provide what I pay for and did nothing with the $10 million grant to upgrade service for rural NY like *** claimed.

We signed on as a new customer. Promotional advertising included a $100 visa gift card. We’ve called since February to retrieve said gift card and were told we needed to pay on account to show in good standing. Followed up 2 times after, told needed to wait. Called on June 22nd and was told couldn’t see that, should have gotten a rebate link. Tried link, no help and called today (7/2) and told by Brent no record of $100 card. Asked to speak to a supervisor and told someone would call us within 48 hours. Completely ridiculous.

I cancelled my internet service on November 22, 2018 with a zero balance. All previous debt and monthly fees were cleared and paid in full. In January 2019 I received a two month late fee notifications via paper mail claiming I owed $149.18 for the months of December 2018 and January 2019. I immediately called to dispute and I was told the original Frontier Employee did not process my cancellation. A dispute requisition was opened with a RQ # ***. Nothing was done after that. The late fees in question was sent to Collections ( Credit Protection Association) reference # ***-***. I continued to call Frontier with no actions taken. The dispute was closed with no information on reasons why. On June 26th, 2019 I received a collections notification that my account will be sent to the Credit Bureau threatening to ruin my credit. Frontier claims that they will have to open another dispute and review the audio tapes that they would send me an email of the new Dispute Number. I have not received anything via email. Please help.

We are canceling our Frontier service on 7/3/19, and was notified by Frontier staff that they auto renewed our contract on April, 19, we need to pay canceling fee of $ 923.24. and we never authorize the auto renew. so I, the manager, requested to speak supervisor. Monique, B. ID # *** took over the call, she could not provide the evidence that we ever authorized the auto renew, but insisted it is on the bill, which we have not received for years. she insisted we need to pay $923.24.
We disagreed, because: 1) If Frontier need to or wanted to put us on auto renew ( they are changing an existing contract.) it is their responsibility to notify customer,and obtain writing or verbal consent. which they never did. 2) simply, sneak something on customer's bill, without consent, and if customer did not notice it, then they can charge customer, that is fraud, and bad faith doing business. 3) no needed to say, they have failed to provide us paper bills for years.
therefore, we believe Frontier is intentionally fraud on their customer, take advantage of their customer, and doing business in very bad faith.
we DO NOT believe we owe them any canceling contract fee. The contract is executed without customer's consent.
regards

I recently switched to Frontier Communications. After two weeks of service, I received a letter asking me to provide Positive Identification Form with 2 picture IDs and have the form notarized. Due to unpreventable events, I was not able to provide the requested information and Frontier shutdown my TV and Internet service. I spent the last 2 days calling Frontier support. Each call lasted about 3 hours because I get transfer multiple times and put on hold. In the end, I was told that I have to wait for 72 hours after I fax the Positive Identification Form before my account is reviewed for reactivation consideration. I'm currently still don't have TV and Internet service.

I have been paying Frontier Communications since March 1998 for 6 mega bites and I have been receiving only 1 mega bite- for the last 21 years. When I signed up for Frontier Communications back in March of 1998 - I was told that Frontier Communications would be updating their equipment and even though I would start off paying for the 6 mega bites and only getting 1 mega bite- that this would all change with the new updated equipment. I have called, I have complained, I have called, I have complained, I have called, I have complained.............Yet NOTHING HAS HAPPENED! I want this MADNESS TO STOP!!! I believe that Frontier Communications is RIPPING ME OF!

I was promised a total price of roughly $135 on the package that is called Extreme HD with 2 Tv's. When it was to be installed I was told on the phone it would on a Friday. After that I kept getting emails they were coming on Thursday morning. After no contact from them I called & was given various excuses why no one showed up. Finally about 5 pm a tech called & send he was just informed he needed to hookup my tv & internet. Two techs arrived & gave me service as I requested for 2 tv's & internet. I found out I was not getting all the channels I was promised so I called & was told they would put me to the next level as I originally ordered. Since then my bills have been $165-$170 range. I called today & was told there was no way I could get what I was promised for that price. On top of that they told me I was being charged for 3 tv receivers, my reply was I only have 2. The girl told me they couldn't take it off my bill but if I had an old receiver I could send in that would work. She finally said I can dispute this charge which would be $11 a month for 3 months, but they would not pay back taxes on that amount & would not inform me of the outcome of the dispute. I have to call back for an answer. I am stuck in a contract for 2 years which hasn't been met by Frontier. I feel I've been nothing but scammed by this company from the start. I want my money back for the receiver & out of this contract which they have not honored. I was also promised a $100 *** card that I never received.

I haven't had a phone in almost 2 weeks. I have a pregnant daughter and a very sick friend who is diabetic and his sugar drops

I emailed canceling my service on March 25 requesting service to be cancelled effective 3/30/2019. I called the next day to follow up as there was no confirmation sent acknowledging my email. The customer service agent asked me for my PIN # which I could not provide since I didnt have a paper bill. She asked for my date of birth to verify my account and they have the wrong date of birth on file. I explained I was moving in 4 days and needed to get this handled. They said they would send me a bill which has the PIN # so I could call and cancel. I changed my address with the US postal service so all mail would be forwarded to my new house. As of 7/2/2019 I still have not received a bill or anything. I have been paying monthly for the service auto draft from my bank account for service on a house I no longer live at monthly over 200 per month. I took the cable boxes with me when I moved so there is no cable being used at the address from where I moved. I have called Frontier over a dozen time trying to cancel this service and send the boxes back. They either hang up on me or tell me they will send me a bill since they cannot verify my information over the phone since I dont have a PIN and they have my birthday wrong. I need to cancel service, I have asked to be provided an address to send the boxes back because there is not a store I can take them to. They also refuse to give me an address.

I signed a contract for two years with everything clearly spelled out and have had my bill go up tremendously from $144. As stated in my 2 year contract starting June 16, 2018. My bill keeps going up and they are now telling me that *** is only for one year when my contract clearly states 2 years. Also, they have also increased the price of my internet and my bill is now at $199. This is not my contract agreement! How can they do this and get away with it?

I have been trying to get my service switched to my new residence for 2 months now. I was told that an engineer went and looked and that they were able to install wifi services, but it has been 2 months of excuses, incompetence, people not doing their jobs, and missed service appointments. All the while I am being charged for a service I am not getting and get again today another installation appointment was missed. I have filed a complaint with the presidents office, but that has still not resolved the issue and I still do not have wifi service or a refund.

I called to inquire about faster internet speeds in my area. Without my knowledge or consent, the person I spoke to created a second account in my name, but with my daughter’s service address. My mail all goes to her home. I did not realize this until she started receiving the disconnect bill/notices. My other account is set up for auto pay so I called to find out what was going on. April 8, 2019 I filed a dispute. I have called numerous times, but there is no update on my dispute and I am still receiving bills for service that was never provided. I have asked to speak to the dispute department and was told that is not possible. The customer service representative was not able to do anything further to help me.

When I ordered internet service, I was told that I needed to fill out a positive ID form because I had put a credit freeze on my account. After submitting the form I received an e-mail that my order had been rejected. After contacting Customer support I was told I need to send them $275 to go with the form, and that they would hold onto that money for 1 year. At no time when the order was placed was I told about the $275 charge. The customer service rep could not provide me with a web-site to verify any of this information, nor could he e-mail the information.

I ordered Frontier Internet for my home/Office from day one the service never worked after a number of calls to them which I had to sit on hold for hours at a time they could never get my service correct so after 10 days I canceled my service. I told them to send my final bill to m to pay and the gentleman I spoke with said that I would not be charged a cancellation fee. Note I had to pay them 184.00 dollars for a service that never worked. Today 07/02/2019 I went out to my mailbox and there was another bill from them dated 06/26/2019 saying that I was gonna be sent to collections if I didn't pay a 50.00 cancellation fee by 07/07/2019. Called customer service and the woman that I spoke with was very rude and would not let me speck to a supervisor about the bill. I feel that they took advantage of me and I feel I deserve a full refund of all charges since my service never work right from the get go.