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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When I initially called on June 19th and said my service wasn't working and hadn't for a couple days, a line test was ran and it was determined to be our modem and a new one was shipped even though I requested a technician out to my home. When my husband came home on June 21st and he decided to trace the line we discovered it has been chewed and we SPLICED it the best we could back together because it also affected our phone service which we do rely on for 911 as we have little to no cell reception inside of our home and kids to care for. I called back on that day and the agent I spoke with didn't want to listen to me as to the found problem and attempted to trouble shoot all over again and reluctantly set up a service appointment for today, July 2nd 8am to 12pm to have our line professionally repaired.
Now, my question, if the line was chewed through so bad our service was out how was a line test ran on our modem and it came back fine on June 19th? But, I digress. I have been without a stable phone and internet service for 2 weeks and apparently that is acceptable. My technician has yet to show up or call with an ETA. I have been in contact through their Facebook messenger and at 5:31pm was informed that a technician was no longer coming and someone would be in contact with me to reschedule.
Nature of Complaint:
When I initially called on June 19th and said my service wasn’t working and hadn’t for a couple days, a line test was running, and it was determined to be our modem and a new one was shipped even though I requested a technician out to my home. When my husband came home on June 21st and he decided to trace the line we discovered it has been chewed and we SPLICED it the best we could back together because it also affected our phone service which we do rely on for 911 as we have little to no cell reception inside of our home and kids to care for. I called back on that day and the agent I spoke with didn’t want to listen to me as to the found problem and attempted to trouble shoot all over again and reluctantly set up a service appointment for today, July 2nd 8am to 12pm to have our line professionally repaired. Now, my question, if the line was chewed through so bad our service was out how was a line test ran on our modem and it came back fine on June 19th? But, I digress. I have been without a stable phone and internet service for 2 weeks and apparently that is acceptable. My technician has yet to show up or call with an ETA. I have been in contact through their Facebook messenger and at 5:31pm was informed that a technician was no longer coming, and someone would be in contact with me to reschedule.
Ms.’s service was activated on January 31, 2017.
Mr. currently bills $40.99/Digital Phone Unlimited, $29.99/Broadband Ultra plus taxes and surcharges monthly.
An outage was reported on June 21, 2019. Mr. called to report no dial tone and advised that he needed a technician routed out to resolve the outage issue.
A Frontier technician was scheduled to go out on July 2, 2019. Per Frontier records, repair ticket # 81579677 was created to send a technician to the premise on July 2, 2019. The technician advised the repair could not be completed due to a heavy workload. He tried reaching Mr., however, there was no answer and he left a message advising of delay.
Per Frontier records, the issue was resolved on July 3, 2019. Seems that animals had chewed the wires which caused faults. The technician called and left a message to advise that trouble was clear.
A Frontier agent issued a credit in the amount of $50 due to the delay with having the outage fixed.
The adjustment request has been approved and will be posted immediately to the customer account.
Frontier apologizes for any inconvenience the matter mentioned above has caused. We trust that this information will assist the Revdex.com Commission in closing this complaint.
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.
However, we never received any of the phone calls indicated or messages left .That needs to be addressed . Also, I called in on June 19th and have phone records to prove that conversation and the account should be noted as such as a new modem had been shipped .
Regards
1.I ordered internet service installation March 2019 from Frontier for an outbuilding located on our property.
2. Technician came out and looked at our building. He told us we cannot get internet installed as no cable lines are running to it from the street. He said he couldn't do anything. He left and installation did not take place because it was feasibly impossible.
3. I received a bill from Frontier. I called them on May 1 or 2nd 2019 to reverse the bill since I did not have service, had no installation, and to make sure the ‘account’ was properly closed. The customer service person was named Laura. She put me on hold a dozen times unable to process closing the account. She had me on line for more than an hour and finally she told me she would need to ‘research’ the issue and that she would call me back that day. I never heard from her or Frontier.
4. On May 6th I called Frontier again. This time I was transferred to someone who promised me the account would be closed. He gave me a confirmation number as documentation that the account was closed.
5. June 6th, 2019 I received a notice from Frontier that my account was past due and they were turning me into collections.
6. Frontier turned my account over to collections June 24, 2019.
7. I contacted Frontier again July 2, 2019 to reverse this mess. I spoke with Kiasia. She transferred me elsewhere and disconnected our conversation.
8. I called Frontier back again. I spoke with Gary. I went through 1-7 above again. I asked for the name of the technician so that we could clear this up at the source. He said he could not provide me the name of the man that came out on April 12th. He said in the notes that the technician wrote ‘Completed Out”
I asked what “Completed Out” meant. Gary said it meant the technician completed the service install. Completed Out is impossible since there are no lines to the building, no equipment, and no internet.
I asked Gary if there was any record of internet at this location, or any documentation of the equipment. His answer, “No”.
9. I asked Gary what the next step was in resolving this issue. He said the only thing I could do is contact the collections agency and try to get it resolved
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. is disputing billing for service from Frontier she never received. Frontier has investigated the above statements and offers the following response:
Frontier found no usage on Ms.’s account, and has cleared the balance to a zero.
Frontier spoke with Ms. on July 8, 2019, and advised of the above information.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. 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. A representative from Frontier contacted me and assured me that the bill would be reversed. I was also promised that any collection agency history would be reversed.
Regards
I have contacted Frontier Communications in the beginning of May to just keep on my internet service because we installed a *** Thermostat in our home in Florida and wanted to check the air conditioning in the house while we are in New York . It took three days talking with different people to get three different answers. We were finally told we can just have the internet service on for a fee of about $65.00. I got my next bill and was notified they were taking $443.01 out of my checking account since I had automatic payment set up. I spoke with a Melanie employee ID# *** and she said she was disbuting the claim and we should not be charged any money. We called again on June 27th and was told we would hear from a supervisor to discuss this issue and we never heard back from anyone. We made another call this morning, Monday July 1st and was told there was nothing this person, Lindsey employee ID# ***, could do and we were not being able to speak to a supervisor once again. They are thieves to take the money from our account where one of their Frontier employees told us wrong information. $443,01 is a lot of money to take when it does not belong to them. We were not in the house and would have put the service on vacation mode if we knew that is what was needed.
Nature of Complaint:
I have contacted Frontier Communications in the beginning of May to just keep on my internet service because we installed a *** Thermostat in our home in Florida and wanted to check the air conditioning in the house while we are in New York. It took three days talking with different people to get three different answers. We were finally told we can just have the internet service on for a fee of about $65.00. I got my next bill and was notified they were taking $443.01 out of my checking account since I had automatic payment set up. I spoke with a Melanie employee ID# *** and she said she was disputing the claim and we should not be charged any money. We called again on June 27th and was told we would hear from a supervisor to discuss this issue and we never heard back from anyone. We made another call this morning, Monday July 1st and was told there was nothing this person, Lindsey employee ID# ***, could do and we were not being able to speak to a supervisor once again. They are thieves to take the money from our account where one of their Frontier employees told us wrong information. $443,01 is a lot of money to take when it does not belong to them. We were not in the house and would have put the service on vacation mode if we knew that is what was needed.
Per frontier records, Mrs. called to have tv and phone put on vacation suspend on May 8, 2019. The agent advised there would be a onetime fee of $39.99 to put the services on vacation suspend and gave customer order # ***.
Mrs. called back on May 13 to advise that she was supposed to have Internet service. Requested that all services get turned back on asap and tv and phone completely cancelled. Agent explained that the new package would be for Internet only.
There was a pending order to remove the vacation suspend which delayed the removal of voice and data services.
Mrs. advised that she did not want to pay for Voice and TV services that she did not use, however, she billed for the services on the June 10, 2019 billing statement.
As a courtesy, a Frontier agent adjusted the Frontier TV and Voice fees on the June 10 statement totaling $339.51. The adjustment will appear on one of the next two billing statements.
Frontier apologizes for any inconvenience the matter mentioned above has caused Mr./Mrs..
We trust that this information will assist the Revdex.com in closing this complaint.
I have been paying for Broadband internet service for several years and work from home. Accepted a new position in October and have had many issues with internet service frequently, causing issues with my work performance. I was recently laid off and accepted a new position with United Health Care that required Broadband internet service/high speed internet. I was to start 7/8/19. Upon setting up installation for my business line it was discovered that I do not have high speed internet and therefore lost the job. Upon speaking to Frontier I was told that I live on a one meg grid. From my understanding this is not considered to be high speed internet service that I pay for monthly. Unfortunately, Frontier is the only Vender for the are I live in, as satellite in not normally acceptable with work from home positions.
Product_Or_Service: Broadband High Speed Internet
Account_Number: Account number
I wish to know if there is a price difference between internet and broadband high speed service. I would like refunded the difference that I have been paying for and not receiving all this time. They cost me loss of job by advertising high speed internet when I was not clearly not receiving such. From my understanding there is laws to speed requirements to be able to be considered broadband.
Thank you for referring the complaint of *** to our office for
review. We appreciate her bringing this
matter to our attention. In the complaint Ms. expressed concern regarding paying for
internet service for years and that she works from home. After accepting a new position, it was
discovered she does not have high speed internet and therefore, lost the
job. We sincerely apologize for the experience Ms. endured with
Frontier’s internet service. Frontier advises
actual internet speeds may vary, and any speed advertised is not a
guarantee. The term “High Speed
Internet” does not guarantee customers will receive a certain speed. Additionally, Frontier advises the available internet speed depends on
the distance from Frontier’s closest facilities. Our internet service speeds are based upon
many factors, including network congestion, customer location, equipment, and
WiFi network interference. Speed may
vary over time.The customer is currently subscribed to Broadband Lite for $19.99 per
month. Frontier has no internet service with a monthly cost less than the
$19.99. Frontier
advises the FCC does not mandate minimum broadband speeds. The FCC’s decision
to define “advanced telecommunications capability” under 47 U.S.C. § 1302 has
created significant confusion in this regard. This definition has no
direct impact on the speeds that Internet service providers deliver to
customers.We apologize if the term has been misleading and has caused such a
loss. If there is anything further I can
assist with, I can be reached at EXT ***Sincerely,Felicia TExecutive Customer RelationsFRONTIER COMMUNICATIONS
I have frontier as an intenet provider at my camp in the Adirondacks which was turned on ,on 5/10/19 and wasn't working properly service was going in and out. On 5/29/19 I called their phone service to have someone come and fix the problem and I spent an hour on the phone to get an appt for 6/28/19 between 1-5. I left work early to travel 100 miles to be there early and wait for no one to show. I called at 5:30, now mind you I use this for my phone because I don't get service so I have to go else where to contact them via chat and get the excuse that he will be there and they contact the tech that I will just have to wait. was so mad I just walked away. Now here we are Saturday at ^:22 and I talk to Hector and he tells me that one tech handed off my ticket to another and he doesn't know why but he has expedited mine to be done on Sunday 6/30 form 1-5 and someone will be there to fix the issue .I gave the tech until 5:15 and I left I was done waiting. Get on the phone mon morning to have Tonya from frontier tell me that someone could be there today if I could get there. I told her I don't trust what your telling me and I'm a t work that I will be there 7/6 and you can send someone then. you just can't expect people to sit and wait more than 48 hours with no text email or phone call
CUSTOMER SINCE: Jun 24, 2017
Customer bills $46.99/Simply Broadband Lite.
Per Repair Ticket # 81074114:
Ticket opened on 29 May 2019 was pending for 03 Jul 2019…changed to 06 Jul 2019
Ticket shows the visit was missed June 27, June 28… No timely aware.
Per tech notes on 6/28/2019, tech finished up trouble tickets in orders won't be able to get to this. Resources became unavailable on 6/29/2019 which caused another delay. Customer called back on July 1 to report the technician had not shown up. There’s currently a freeze in the customer’s area for escalated appointments. Unfortunately, there’s a shortage of manpower. System shows appointment has been scheduled for July 6, 2019.
A Frontier agent issued $75 ($82.70 with tax) credit on the account due to missed appointments. The adjustment request has been approved and will be posted immediately to the customer account.
Frontier apologizes for any inconvenience the delay in resolving Mr.’s Internet issue has caused. We are working towards resolving customer internet concerns in the Horicon community as soon as possible.
I have four cable boxes from Frontier Communications. Two DVR boxes and two "client boxes". One of my DVR boxes went bad (would not play back SOME of the recorded shows. Frontier sent a tech out to replace the bad box with the same make/model box that would function correctly. The replacement box was not communicating with my other DVR box correctly (could not view recorded shows on the replacement box from my other DVR box in the other room. Tech told me he would have that corrected by the time I got back from vacation. I came back and issue was fixed, boxes working correctly. I then receive my next bill, which Frontier now made changes to contracted package, dropping my Quantum Enhanced - 4 room package for $37.99 (For the four cable boxes I have) and replaced it with Fios Quantum Premium Experience & 1 DVR ($31.00), Fios Quantum HD STB wireless ($22.00) - which I don't have a wireless box -, and Fios Quantum Whole-home DVR Wifi Router ($11.00) - I don't rent a Wi-fi router from Frontier as I purchased my own personal Wi-Fi router when I was with Verizon before Frontier took over. They prorated my bill for partial month of these services and increased this months bill by $40.92, and by changing my package will increase my future bills by $26.01 plus additional taxes due to price increase. I have spoke to Frontier representative/supervisors over several phone calls totally three or more hours with no resolution. The first billing representative told me they should have not gone in to my account and changed anything to fix a hardware/software issue, but she could not fix the problem unless she put me on a new promotion package for more money than I was paying before the error. I spoke to retention department who lied to me and said price increase was due to a promotion that ended (I did not have a promotion end and am still in my promotion contract until 11/18/19, which means I cannot leave Frontier without further fines. Then she said tech made changes in error, but she could not put me back on the Quantum Enhanced - 4 Room Package because it was no longer an option/available. He only solution was to put me on a new promotion package for a higher price than what I was paying and a higher price than the billing lady offered. I spoke to her supervisor who told me per the contract, Frontier equipment is not price protected and they can change it at anytime without notice. I advised him the contract stated it was based off of state laws and the part of the contract only stated Frontier could change out equipment if needed and did not mention anything about being able to change agreed upon contracted price. I was given no notice of a price increase, changes to my account, and gave no authorization to do so. I advised the supervisors that if the tech went in and made changes we should not have, which would affect a customer's bill, that it was a Frontier training error and not a customer issue. They did not like to hear that and kept making up excuses saying to only was to fix the DVR box communication issue was to update the software which put me on a different equipment package. They stated there was nothing they could do about it now that changes were made. I advised them, they are Frontier, they are the ones who made these equipment packages, my service was working fine (other DVR box working correctly with current software) it was only a hardware issue, and they are the ones causing the problem by making up these different equipment packages/pricing. They tried to say the Quantum Enhanced - 4 room package I was on was old from when I was with Verizon. This is not true, as Frontier put me on this package when they gave me the promotion I am on in 11/2018. They will not do anything to correct their mistake, and only solution they offered (other than higher price promotion package) was to down grade my cable boxes to a lower cost, or down grade my cable TV package (fewer channels) to lower the cost. This is not a resolution. Please help. My equipment ticket number was ***. My account number with Frontier is ***-5
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint:
• Ms. advises his equipment was changed without his knowledge.
Frontier has investigated the above statements and offers the following response:
• Frontier advises the change made to Mr.’s equipment was to reflect the proper coding for the equipment needed to repair his DVR.
• On July 24, 2019 service order *** was placed removing the FiOS Quantum Premium Experience with 1 DVR for $31.00.
• Records show credits totaling $71.92 have been applied for the rate difference. This should reflect in one to two bill cycles.
We are confident that our response has been sufficient to address these issues. If Mr. Customer has any additional questions, please contact Amy B, xt ***. We trust that this information will assist you in closing this complaint. If you have any questions regarding this complaint or Frontier’s response, please contact me.
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.
I did not authorize this current resolution. Frontier is still charging me $22.00 a month for a wireless STB, which I do not have and never had. They still show a wireless router on my account (they changed the price to $0.00) for what is my own personal router I purchased years ago. Frontier stated they may start charging me for my own router in November, because they are showing it on my account. This was not shown on my account before they made unauthorized equipment changes. Frontier is trying to take off the Fios quantum Premium experience & 1 DVR, which I actually have but they are charging me more for now than what I was paying. They stated this will go back in my account in November, which will mean my account will still be incorrect because they are charging me for a wireless STB I don’t have and a router that I own. I don’t understand why this is so difficult to fix. Please help as I have been waiting weeks for a resolution. I am also still owed a credit to my current bill for over charges. Please help!
Regards
RE: ***
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint:
Ms. advises his equipment was changed without his knowledge.
Frontier has investigated the above statements and offers the following response:
Frontier advises the change made to Mr.’s equipment was to reflect the proper coding for the equipment needed to repair his DVR.
On July 24, 2019 service order *** was placed removing the FiOS Quantum Premium Experience with 1 DVR for $31.00.
Records show credits totaling $71.92 have been applied for the rate difference. This should reflect in one to two bill cycles.
On July 31, 2019 service order *** completed establishing the Quantum DVR for $31 and removing the wireless set top box.
An adjustment of $16.04 was applied for the rate difference for the remaining of Mr.’s commitment.
The router fee will be applicable if Mr. makes any changes to his account.
Frontier spoke with Mr. who indicated satisfaction with the resolution.
We are confident that our response has been sufficient to address these issues. If Mr. Customer has any additional questions, please contact Amy B, xt ***. We trust that this information will assist you in closing this complaint. If you have any questions regarding this complaint or Frontier’s response, please contact me.
I signed up for internet service at a second home with limited options for internet connection. Was started in November 2018.
When the phone wire was run to our home the soil was frozen and the line was run across the surface and across two neighbors lawns. During the next 6 months, our internet service was out of order for atleast 60 days of that period. By April the line had not been buried and a technician came back and cut the line and removed it completely, leaving us with no connection but I still received a bill. I called to inform Frontier and they showed no work order or notes regarding the line needing to be buried. I made multiple phone calls to Customer Service and the wait times were over an hour. I left a request for a supervisor to call me back but that did not happen. On May 29, I spoke to a Supervisor named John and he agreed to cancel my service and zero out my open charges on the account. On June 28, I rec'd a bill showing charges of $13.67 past due and a 9.99 cancellation fee. Nothing was ever mentioned to me about a cancellation fee. There were two months of charges at $41.14 per month that John agreed to zero out. Order Number *** was the ticket number John gave me. I called back today July 1 to dispute the $21.75 in charges and remind them how terrible their internet service is and their customer service. I was pushed off to Collections and they refused to read the notes that the CSR had entered regarding her recommendation. Everything about Frontier is a nightmare and they should not be allowed to do business in Wisconsin any longer.
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. advises that he was billed for internet service that was not provided. Mr. advises that Frontier informed him that the outstanding charges would be credited in full, but only a partial credit was issued. Mr. advises that he was billed a broadband disconnect processing fee. Frontier has investigated the above statements and offers the following response:
Frontier advises that the remaining charges for the internet service have been credited.
Frontier advises that the broadband processing fee is charged for all Broadband Internet disconnects to cover the cost of processing the disconnection of the service at the central office or remote facility, and this fee in the amount of $9.99 is the only outstanding charge owed by the customer.
Frontier spoke with Mr. on July 8, 2019 and advised him of the above information.
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 disconnected my services with Frontier Communication for the triple service packet(TV, Internet, phone) on May 10, 2019. I had received a billed due the 25th of May 2019 for services May 01-May 30 2019 for $313.99. I called on May 13th 2019 to verify services was shut off with effective date of May 13th as directed by customer services on the 10th, I made several calls regarding a final bill after all equipment was returned, My online account was closed and didn't receive a bill through the mail. I received a letter thru the mail stating bill overdue and would be sent to collection for $216.75 . I called and question why that amount and I would make final payment once receiving a breakdown of final bill and informed only services on phone portion could be prorated because services was no cancelled before May 26th 2019. I would think a triple packet of services would be equally be prorated for time of serviced (13th days).
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. advises that after cancelling his TV, internet, and home phone service package with Frontier in the middle of the billing cycle, he was given a prorated credit for only 1 of those services instead of all 3. Mr. advises that Frontier needs to prorate his bill for the complete bundle package and to provide him with a copy of the final bill showing a breakdown of charges and credits. Frontier has investigated the above statements and offers the following response:
Frontier advises that prior to termination, Mr. had been billed and thus incurred charges through the end of his billing cycle.
Frontier advises that its billing policy states that no partial month refunds or credits are provided for previously billed service subscriptions. In the state of Washington, there is an exception to this policy that states that charges for TV service and equipment get prorated back to the date of cancellation.
Frontier advises that after the TV charges were prorated, Mr. Davis’ final balance came out to $216.75.
Frontier spoke with Mr. on July 9, 2019 and advised him of the above information. Frontier will mail him a copy of the final bill and then follow up with the customer to make sure he received it. He has direct contact information for Frontier.
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.
We had been having issues with our service at our home from the very beginning. The wind would blow a little, and our service would go out. Called SEVERAL times before they finally sent someone out to check it, only to say that we needed a new router. Ok, fine. They of course didn't have one with them, took almost another two weeks before one was brought back. I have a daughter with epilepsy and I needed to be able to have cell service in case I needed to call an ambulance or something for her. I told them that again, SEVERAL times, they didn't seem to even care. Oh, they told me I needed to get a land line. I have a cell phone, not a land line. Couldn't afford both.
I know I called them every single day for almost two weeks one time, then at least once or twice a month from the very beginning. I can't remember exact dates.
What I am so upset about, is if my daughter would have had a seizure I had absolutely no way of contacting anyone to get her help. Our nearest neighbors are at least 1/4 mile from us, and I wouldn't have been able to leave her to go get help. And they didn't care at all. Just kept giving us the run around. It would have taken them a couple hours to replace that damned line and it would have been the end of it.
The service went out for well over a month, and several phones calls from myself and ***, whose name is on the account. Finally someone came to check it out, the main line had apparently been struck by lightning and was just patched, instead of removed and replaced with new wires.
Then, we were charged late fees and other crap for service we never had. Frontier communications sucks big time and something needs to be done about them. If they don't want to have good customer service and care about their customers, maybe they need to sell out to someone that actually does care.
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 she had numerous problems with her Frontier internet service not working properly, with frequent interruptions in service. Ms. advises that she would like to receive credit for all charges incurred since the date her service was turned off, including the late fees. Frontier has investigated the above statements and offers the following response:
Frontier advises that their records show that Ms. had 1 repair ticket that was set up, in order to repair the outside cable. She has been credited from the date that the ticket was set up through the date that the repairs were completed.
Frontier advises due to the issues that she experienced with her internet service, Ms. has been credited for 2 late fees that were incurred.
Frontier advises that another credit will be generated automatically when the final statement prints out, going back to the date that the service was suspended. Frontier will follow up after the start of the final billing cycle to ensure accuracy.
Frontier spoke with Ms. on July 5, 2019 and advised her of the above information. She has direct contact information for Frontier.
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.
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
From May 9 to May 30 2019, I had little or no internet access. I telephoned Frontier on May 20 and was placed on hold for 55 minutes. I eventually spoke with Gino. He was unable to repair the problem remotely. He scheduled a repair appointment and told me that I would be credited for the previous six days of little or no service. I received a text with the information about the scheduled repair. Then I received a second text with the information, however they had changed the appointment time. Then, they never showed up. They sent me texts that they were working on my problem, but then disappeared. I phoned again on May 22, 2019. After holding for an hour, I spoke with Apolinar. When I gave him the ticket number for my repair, he looked it up and told me that they had tried to call me but I didn't answer, so they closed the ticket. The truth is, they never called. I scheduled another repair and got the same runaround. Time change, text alerts, no show. On June 7, I telephoned Frontier and spoke with Matt. I told him I wanted to disconnect my service. I already had an $8.28 credit on my bill, and Matt informed me that I would receive a check for $22.59 for my credit and reimbursement for the unused portion of the month. Today, July 1, 2019, I received a bill from Frontier Communications showing a $12.33 credit. I telephoned again and spoke with Corion. He informed me that they had charged me $9.99 to cancel my service. They charged me to get rid of them. I was quoted $22.59 by Matt. I was told by Gino that my bill would be adjusted for the days I had no service. Neither one happened. Instead I was charged $9.99 for the privilege of getting rid of them. And Corion also informed me that any money due to me will take ninety days to process, so I will receive no money until September.
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 she cancelled her service with Frontier due to technical issues. Frontier has investigated the above statements and offers the following response:
Frontier has issued a courtesy credit for Ms. based on service trouble.
Frontier has set a follow up to expedite a refund check for Ms. once account is final.
Frontier spoke with Ms. on July 3, 2019, and advised of the about information.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. 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
I have had consistently poor service from Frontier. They charge me for speeds the Techs tell I can't possibly get, my internet is maddeningly slow, they sent a tech out who said he changed my jack and modem and he did NOT and then charged me $91. It is highway robbery what they get away with where our choices are so limited. All in all? They suck.
I have had frontier internet service since April 24th. It worked for 1 week then it quit working. I have called them and explained to them my issues 5 different times over this period. They kept telling me it works on their end and then I asked for them to send someone out and they would just shuffle me around to different people and not one person would send anyone to my address to look at the issues. I have been on hold for up to 2 hours at a time just to get shuffled to someone else then have to wait so long that I would give up. When I have been able to talk to someone they tell me they can’t help me so I finally told them to cancel it. They tell me I am going to have to pay my final months bill. I think it’s nuts I have had to pay the past two bills when they know I have no internet service. You don’t go to the gas station pay $59 and them be like well we are out of gas or our pumps don’t work sorry about your money you paid. This is a wide spread problem that’s not just with me with customers in WV. I want to get my full refund of service with them.
Thank you for referring the complaint of Mr. *** to our office for review. We appreciate Mr. for bringing this matter to our attention.
The Complaint states that:
Mr. advises that he has been billed for a service that was disconnected and never worked. Frontier has investigated the above statements and offers the following response:
Frontier advises that the Internet was installed at the new address on April 26, 2019.
Frontier has issued a credit adjustment that brings the account to zero balance.
Frontier has no supporting documentation for any further credits.
Frontier communicated the above information via email that provided direct contact information.
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.
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 haven’t had service since to first 7 days it was installed. I never said the service wasn’t installed I said it just never worked after the first week. I want a full refund of the entire time I have paid for it. It hasn’t worked and I can only be only hold with them for 2 plus hours so many days. You can’t even get ahold of these people that’s how they solve their issue with not getting many complaints on their service. If I clicked I was a returning customer with issues I’d wait over 2 hours and if I click new customer I got someone in 1 minute. It’s nuts how they run their business. They know they have a problem and they want fix the lines in WV .
Regards
Thank you for referring the complaint of Mr. *** to our office for review. We appreciate Mr. for bringing this matter to our attention.
The Complaint states that:
Mr. advises that he has been billed for a service that was disconnected and never worked. Frontier has investigated the above statements and offers the following response:
Frontier advises Mr. moved his Internet service to a new address on April 26, 2019 when the Frontier technician did a full install at the new location.
Frontier advises that there are no account notes or trouble tickets documented to support the Internet being out of service in April and May 2019.
Frontier has issued a credit adjustment as a courtesy for the June 22, 2019 bill statement that brings the account to zero balance.
Frontier advises that Mr. has terminated his service on June 30, 2019.
Frontier apologizes to Mr. for his customer service experience. Frontier is continually working on opportunities to alleviate customer frustration related to customer support and technical service.
Frontier communicated the above information via email that provided direct contact information.
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.
On 4/10/2019 we “tried” Frontier services for 7 days.
After the installation on day 1 the phone stopped working (by 4/11/2019) and we no longer had ANY access to the outside world via the landline. Our Mother, who is the primary user of the landline, had important calls and business to attend to that were hindered severely by the fact that there was NO PHONE service. She missed important calls and messages. We called and attempted to get this situation corrected right away. However, after waiting on hold for 24 minutes and then struggling with the technicians (Jessie and Dale) for another 53 minutes, we were told that there was nothing that could be done, and an appointment was set for 6 day after (4/16/2019). For regular people 6 days is far too long to HAVE to go WITHOUT a necessity like a phone.
ON 4/10/2019 To begin with we never received the internet package we were expecting to receive. We were price quoted at 200 /200 speed internet and were hooked up with 100/100 speed internet because the field technician was lazy and did not want to go up in the attic to place the Big BLUE cable. He instead chose to state the BIG BLUE CABLE needed to run from the back of the house, down the middle of the FRONT of the house and back UP the FRONT of the house and then be drilled into the Red Brick wall. This would be clearly visible from the street and made no sense. Our previous cable provider had NO Issues with installing the cable through the attic.
On 4/15/2019 we called to try to discuss our service options and to talk about our frustrations with the poor / lack of service. My husband spoke to “Wayne” in retention services and was intentionally hung up on. We again attempted to *** and spoke with Ariana (in sales). She kept us on the phone for a long time looking into our package but in the end was real no help.
On 4/17/2019 we called to cancel services and spoke to “Robbie” in retention services. Robbie disconnected our services effective 4/17/2019 and stated that we OWED $ 0.00. Per the “Red” computer screen. He also stated that he typed that into the notes in case there was any issues. Order confirmation # is ***.
On 5/10/2019 we receive a bill stating we OWE $198.18. That is $177.15 for a ONE WHOLE MONTH of service Plus $21.03 for services from 5/9/ 2019 to 5/10/2019. HOW can we be charged for ONE WHOLE MONTH of services Plus 2 additional DAYS (that are after we disconnected service date)? We had PARTIAL services at best for 7 days. NOT 2 Months!!! On 6/10/2019, I received the same bill again for $198.18.
I have attempted to contact Frontier on a few occasions but due to my work hours and their hours of operation I have not been able to reach anyone. They are apparently not in the office after 6:30 pm on weekdays and not there on weekends.
On 6/28/2019 I received a collections notice requesting $198.18 be paid as the account has been turned over to collections.
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 she cancelled her home phone and internet services with Frontier after having technical problems with the services shortly after the installation took place. Ms. advises that she was billed for a full month of service even though she only had working phone service for 1 day and working internet service for 1 week. Ms. advises that she should not owe Frontier for service that she was billed for but did not receive. Frontier has investigated the above statements and offers the following response:
Frontier advises that prior to cancellation, Ms. had been billed and thus incurred charges through the end of her billing cycle. Due to the fact that the services did not work for the majority of the month, she has been credited for the days that the services were not used.
Frontier advises that Ms. will only owe for 1 day of phone service, 8 days of internet service, the $9.99 delivery / handling fee that was billed on the first invoice, and the $9.99 broadband disconnect order processing fee that was charged on the final bill.
Frontier advised Ms. of the credit that had been issued and of her remaining balance on July 8, 2019, which she has agreed to pay.
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 enrolled for the FIOS $79.99 monthly plan in March 2019. However, the billing amount was $144.19. So I immediately called and cancelled and switched my plan to internet only for $65 a month (which included $10 for router use).
My April bill did not reflect the change. I called customer service and the person I spoke to told me I owed them $82.06 (rather than the balance of $129.54). I paid the $82.06.
My May bill however added the remaining portion as balance owed (82.06-129.54=47.48) AND they added on a late fee of $9 for the balance Frontier assumed as unpaid.
I of course called again and this time the customer rep told me I owed only $68.64. Again I paid that amount but my June bill again disregarded that and added another $9 late fee on the balance owed and the new amount due was $149.94.
I have called many times and have asked to speak to a supervisor, but every time either the person has hung up on me or they have clearly told me that the supervisor does not have time to take billing queries.
I hope you'll can help resolve my issue. It has been very frustrating dealing with Frontier and I am ready to sign on with a new wireless carrier if need be.
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 a billing dispute with her Frontier bill.
Frontier has reviewed the above statements and offers the following response:
Frontier spoke with Ms. and Frontier advised we issued a $18.00 customer courtesy credit.
Frontier advised we have issued an override on the account to allow her to pay the balance prior to July 30., 2019 to avoid an additional late fee.
Frontier advised Ms. that her current balance due is $58.03.
Ms. stated she will be canceling her service soon no order written on this call.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. *** 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 accepted.
However it should be noted that the person contacting me was very patronizing and did not give me a chance to express my side of the complaint. I just want this over with and hence I accept to pay an additional $58.03 even though I know that I don't owe them anything.
Regards
We have struggled with our internet service for over 3 months. Each time I call into the frontier the average wait is an 1 to speak to a representative. After spending ana average of 90 minutes to 2 hours each time we talk to them, we are then scheduled out almost 3 weeks before a service tech can arrive at our home to assess the issue. I just requested a tech for the 4th time after we have been without internet already for 5 days. It sucks for the fact that I live in a rural area and I have no other options for internet in our area. We have paid our bill without issue for a service we have received for less than 50 percent of the time over the past 90 days. I feel like they know that they are our only alternative so there is no rush to correct the issue.
Thank you for referring the complaint of Mr. *** to our office for review. We appreciate Mr. for bringing this matter to our attention.
The Complaint states that:
Mr. advises he has been experiencing poor Internet connectivity for three months and wants it fixed. Frontier has investigated the above statements and offers the following response:
Frontier advised a ticket was issued on May 19, 2019 and a technician was dispatched on May 23, 2019 and repaired a cut cable. The Frontier technician spoke to Mr. and confirmed all was ok.
Frontier advises a ticket was issued on June 30, 2019 with a due date of July 18, 2019 due to heavy workloads in the area at this time. A technician was dispatched on July 9, 2019 and moved the service wire to another cable port that had failed in the switching office.
Frontier strives to restore services as quickly as possible.
Frontier applied a credit adjustment for the time out of service and inconveniences experienced that will appear on the July 13, 2019 bill statement.
Frontier communicated the above information via email and provided direct contact information.
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.
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. However, this only details 2 of the instances that we reported. There were 4 visits to our home and many more calls to technical support for assistance. I appreciate that my service is fixed but will see if this fix is a permanent thing. It is sad that it took me failing this complaint to get my issue resolved. If I have any other issues, I will be filing another complaint.
Regards
Today is June 29, 2019 and since Tuesday, June 25, 2018 we have had no internet. Every time we call Technical Support we simply receive a message that says, “There has been an outage reported in your area.” Prior to this outage, the internet was only working for less than 48 hours before we received that very same message every time we called Technicals support (once again for a period of several days.) We are paying for their services and they aren’t providing it. That’s about 10 days of no service that we paid for in the past month. We’ve had nothing but issues with their services in the past two years we’ve had them. It would be great if their product was reliable. It just shows that they don’t care about the customer at all.
Frontier CommunicationsThank you for referring the complaint of
*** to our office for review. We appreciate *** bringing this matter to our attention.The Complaint states that:*** stated they had no internet service. Frontier has investigated the above
statements and offers the following response:Frontier records do not reflect any repair tickets for this customer. On July 3, 2019 we called the customer and reached a recording, “enter your access code” so we were unsuccessful in speaking with the customer.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that *** may have experienced because of the
above matter.Frontier Specialist: Sandi B. Department:
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.
I have called Frontier many times. I have had difficulty reaching technical support many times. And every time I asked for assistance I was told that due to a service outage nothing could be done. A repair ticket was never even offered. Even today, on July 3rd when Frontier called, probably to inform me that my service was restored, the internet still didn’t work for majority of the day today.
Regards
Frontier has investigated the above statements and offers the following response:
Frontier in an effort to keep customer’s informed of possible service affecting conditions, has initiated text notification. Frontier advises these text notifications are designed to keep the customers advised of the most current information. Frontier advises an outage notification was sent on June 25, 2019 with an anticipated resolution date of June 28, 2019. Frontier confirmed working service with Ms. on July 5, 2019. Frontier dispatched a technician on July 16, 2019 and confirmed working service to the Network Interface device. Ms. was supplied with service credits for the duration of the outage. Frontier has left detailed contact information for any additional concerns.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** may have experienced as a result of the above matter.
service is terrible. no service people to talk to. continued service drops. effecting the whole community, not just me
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. complains of poor Internet service and suffers from frequent drops in service.
Frontier has investigated the above statements and offers the following response:
Frontier has reviewed Mr.’s account and advises a repair ticket was placed on July 8, 2019 for frequent Internet disconnects. A Frontier technician was dispatched on July 23, 2019 and replaced a loop extender card.
Frontier has attempted to reach Mr. to ensure his satisfaction but was unsuccessful in reaching him. A voicemail has been left. Mr. has been provided direct contact information should he need further assistance.
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 cancelled my service on June 6th on my Texas address due to moving out of state. When I called in, I was given a cancellation number of ***. I moved into my new house and received my last bill for the month of June. Frontier billed me for the entire month! I called in this morning and they said they do not prorate bills. What company on this planet in the year 2019 operates this way? I have had nothing but issues with Frontier and their service since *** Fios sold out to them four or five years ago. Not once in the conversation when I cancelled did they tell me they were going to bill me for the entire month. Very deceptive practices and I would not do business with them again. I cant believe with an "F" rating that they are still in business.
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:
Frontier advises on May 18, 2019 an order was initiated to disconnect the account effective June 6, 2019.
Frontier advises that prior to termination, Mr. was billed (and thus incurred charges) through the end of his June billing cycle. Mr. is eligible to continue receiving Frontier services through the end of that billing cycle.
The call detail was reviewed, and the CSR did not inform Mr. that the end of the May bill cycle date was May 31st and therefore; the June billing statement generated.
A manual credit adjustment was issued from June 7th to June 30th. The account currently has a credit balance of $132.84.
Frontier’s refund policy is to issue a *** 90 days from the date of service disconnection or termination. This time period is required to ensure all outstanding charges or credits are posted to the closed account. Frontier's policy also allows the account to cycle through its systems, thereby providing an accurate reading of the account.
On July 3, 2019 I relayed the above information to Mr..
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
I called to establish service and was told the current speed of 6mg would work for us. On 6/24 a tech came and installed the service, with in 2 hours of install my service began to fail. I called in to find out what was happening, I spoke with a man named Harry @ . After going back over what I use the internet for he stated that the person who sold me the service was incorrect in what she gave me and that it was one of their 3rd party agents. He apologized and said he would raise the speed to 90 mg. However when I asked if the modem I had could handle the speed he said no. He stated he would have to send a tech out, I said okay. He then stated that he was showing 7.3.19 would be the soonest but that he would escalate it to his supervisor because it was an issue caused by them not me. He stated the supervisor would call me with in 24 hours (6.25.19) No call came. I then called Harry back he stated he had just told his supervisor nothing had been done and my service call needs to be installed asap. I waited and waited no calls and no tech. I then called back 6.27.19 left him a message, again on 6.28.19, nothing. So I spoke to 3 different agents and one said there was a tech available that day that he (Eddie) just needed to speak to dispatch he then put me on hold for 21 m 36 sc. I then called back in and the agent stated she could not find my account, I then spoke to another agent who stated she would contact dispatch. She then came back to say dispatch stated it did not warrant an escalation. She said that I should never had been told that. I stated this was not of my doing, your agent told me the speed would work and with in 2 hours I called to complain and found out I was sold an incorrect package but now I have to suffer and not be able to use any of my equipment. She said sorry but nothing could be done but she could give me 11.99 cr. That to me was a slap in the face. I was then sent an email showing my first bill would be 95 with 21 in additional charges and a 2nd core charge.
Frontier CommunicationsThank 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. stated she has experienced intermittent internet service
since installation on June 24, 2019. Frontier has investigated the above
statements and offers the following response:Frontier records show that Ms.’s service was repaired on July 11, 2019.Frontier has issued a one-month credit of $50.78 on July 19, 2019.On July 19, 2019 we called Ms., acknowledged this case and reviewed the above information.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Ms. may have experienced because of the
above matter.Frontier Specialist: Sandi B. Department:
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.I have four calls with Sandy, she is the one assisting with the issues, the most recent were on July 19, 2019 as well as July 22, 2019 both of which were about the intermittent issues since install. She stated that she would reopen the ticket and have a tech come out to do more troubleshooting on the line. On Monday the 22nd at about 1:01 pm a tech showed up at my home and did a video chat, he let me know that the work order he received was to install another modem with 6 mbps speed, he stated he was canceling the order after I explained that I spoke with Sandy and this was supposed to be for the extreme intermittent issues. He canceled the order and left. On the same day at 7:28 pm I recieved a call from a gentleman stating that the issues were that the modem in their system had the incorrect information as well as the 2.4 mhz was shut off on the modem and only the 5g was showing. Because of this he stated "that that could cause the issues". I explained to him that I spent 2 hours on the phone with an agent and we had added the correct information, he said it still was not correct. He then switched both back on and said to keep an eye on it and to track any issues. I asked if he was handling the Revdex.com issue, he stated no and sandy would be in contact with me to go over billing since this has been an on going issue.At present July 23, 2019 @ 754pm I have not spoken to her.Attached you will see screen shots of dates that are beyond the false date of 11th as stated by Frontier representative.
Regards
Frontier CommunicationsThank you for referring the rebuttal of
*** to our office for review. We appreciate Ms. bringing this matter to our attention.The Complaint states that:Ms. stated she has experienced intermittent internet service
since installation on June 24, 2019. Frontier has investigated the above
statements and offers the following response:Frontier records show that a repair ticket, ***, was generated with a due date of August 8, 2019 to repair her internet service.On August 7, 2019 we called and spoke with Ms..She advised that the repairman is at her premises today restoring her internet.We advised her that an adjustment of $81.15 has posted to her account and should be reflected on her August 24, 2019 billing statement.The customer has our direct contact information in the event of future needs. We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Ms. may have experienced because of the
above matter.Frontier Specialist: Sandi B. Department:
Executive Relations
I and my family were a customer of frontier communications for years, during the year of 2018 I was set up as an auto pay account, in about April of that year my phone and internet was cut off, phone service was not restored until November the day before thanksgiving, the technician that came to the house that day told us we were not subscribed to internet service in the system so he would not activate the internet for us and he left. I spent many days, (weeks more likely) hours at a time trying to get through to customer service to have my service repaired and requesting refunds of my payment for lack of service. I was only ever given a small portion of my total bill as a credit yet I paid thru auto pay my complete bill. Internet that I was billed for was never restored to my house that year. I have since canceled all services with Frontier communications for lack of service. The company will not give me a refund of services they did not provide, and is billing me a past due amount as I stopped my auto pay on the account around September-October of that year due to lack of service to my house also Frontier would not credit my account fully for the months I had no service. Internet was never restored in 2018 yet I was billed the entire year and I paid for most of the year. I do not owe this company they owe me.
Thank you for referring the complaint of *** to our office
for review. We appreciate him bringing
this matter to our attention.In the complaint Mr. expressed concern regarding losing service
in early April and service not being restored until November. The only service restored was the telephone,
as the technician advised he did not have internet service. He continued to be billed for both services
until his request to deactivate the account March 28, 2019.Our records indicate the customer first reported trouble on June 1,
2018. The customer reported No Dial Tone
(NDT) on the landline and internet not working. The technician was dispatched on June 6, 2019 and found “service was not
wired correctly at Xbox and there is no Network Interface Device (NID) in
outside of the house. The customer will
need to be home, so pair can be toned back to Xbox and services verified”. This ticket was completed on June 7, 2018.On July 11, 2018, there was another report of NDT. The technician was dispatched on July 17,
2018 but again, the customer was not home. This ticket was closed July 17, 2019.On July 30, 2019 the NDT trouble was again reported. It was determined the customer does not live
there but this is a vacation home. The
technician indicated, “No access to feeding pole brush- surrounding impossible
to get to terminal-if customer was home I could possibly kick the OW to
accessible term or possible the Xbox but there was no answer on Can Be Reached
(CBR) number. Called for wire thru at
Xbox but Arial pair assigned was not connected to customer old – don’t dispatch
unless one of the two things are done”.On November 12, 2018, the customer again reported NDT again. The technician was dispatched on November 20,
2018. The remarks indicate, “Customer now has clear
dial tone, spoke to assignment-no active internet on account-out order on April
27th for internet. Assignment advised me
to have customers call the customer service line to schedule a service order”. On November 21, 2019 another trouble report confirmed there was no port
assigned to this account and the technician assigned a new port due to no
records of what they were on. A
technician will need to go out and wire them up or trace them out and find out
what port they are assigned to. The
ticket was scheduled for December 5, 2019”. When the technician was dispatched he confirmed he put on port, no
access, was not on DSL port”. This
ticket was closed due to no access.Our records indicate the account has been credited for the loss of the
internet service. The internet service
billed $19.99 per month. The customer
was credited the following amounts:June 2018 $15.45 August 2018$20.60September 2018 $64.34December 2018 $87.55 September 2019$348.98The credit total is $536.92, and the customer’s balance is now
zero. The Outside Collection Agency was
updated.The above information was provided to Mr. and he just wants the
matter to be over with. He is satisfied
with a zero balance.Should Mr. wish to discuss this matter further, I can be
reached at EXT 111-3143.Thank you,Felicia TExecutive Customer RelationsFRONTIER
COMMUNICATIONS
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