Frontier Communications

I purchased their internet package and it was installed on the 28th installation was finished at 4pm. Internet worked for a few hours till some point that night and stopped. I have not used the internet since then because it keeps cycling. I set a appointment for today 6/29 from 8am-12pm. The technician failed to come or even call to notify. I called and was told they were backed up. At 1:50pm I recieved a text stating they were unable to come and my appointment was moved to 7/8/19 from 8am-12pm. I am a college student and that would mean I would not have service for 15 days total. I called and they stated all they could do is waive the $147 termination fee however I wowouwowoulwowouwowould have to still pay the $111 first month bill which makes no sense to me since their service has not been used or provided which I find is a breach of contract on their part. They also stated I would have to pay something because I chose not to wait till the 8th. I had a appointment for today and it should have been fixed today since I took the day off of work.

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R's 6/20/19 review says it all!!! We have experienced the exact same scenario. There is no resolution for what seems to be a common Frontier practice: charging customers for unreturned equipment, confirming the equipment was indeed returned and assuring they will zero out the balance, and yet continue monthly to attempt to invoice me for unreturned equipment. You've been invoicing me since December, Frontier. And every month I call you to give you tracking numbers, recap prior phone calls assuring me the matter is resolved, but your business is in need of change and your associates and supervisors need better training and your company needs to stop this practice of collecting fees that aren't valid. I have had THREE supervisors tell me they would call me to confirm they've cleared up the unflagged equipment and assured my account would not be sent to collections as threatened. Not once did anyone call back. I've heard from too many people that this is a rampant problem, INCLUDING THE EMPLOYEES AT *** who warned me to keep my tracking numbers because they've heard of your fraudulent practices. The final insult is sending me to collections. I've filed a complaint with my credit card company, with the president of Frontier, and given the collections agency all of my supporting documentation (tracking numbers, paid invoices, final invoice, CC charge for the unreturned equipment, CC credit for the erroneous charge, and then the continued harassment of attempting to charge my CC AGAIN for the same amount, and finally sending our account to collections). I would never recommend Frontier to anyone.

I receive a mailer from Frontier offering a $200 gift card for signing up for service. I signed up for cable and internet in February. I spoke to a rep two months ago. Finally got a claim letter in the mail but it was for $100, not the $200 that was offered when I signed up. I went ahead and did the online registration for the gift card a YET to receive ANY such card in the mail. I'm actually "chatting" with a rep right now, been going on for over an hour. Still NO answer as to where my gift card is??? I'm over the BULL. First, they claimed it was for $200, now $100 and I haven't received either!!!!

Company takes weeks to come and fix the internet, and on the day of repair, no technician shows up after pushing back the time slot. After calling multiple times, the next appointment is pushed back to the 12th and the company refuses to come sooner despite being a no call no show, and allowing us to wait a month for no guarantee. Many of the employees, even the supervisor we talked to does little to nothing to help fix the problem. Not showing up or calling had been a problem every time we make a call to fix the issue. Last call we made, one of the employees we talked to claimed that coming to fix our internet was too much work. On top of believing they are taking advantage of us with being the only cable internet in our area, they falsely promise good internet connections and call backs.

I had Frontier service for about 2 months. In that time frame I had many service interruptions with both cable and internet which lasted for about 3 weeks total. I cancelled my service for Internet and cable with Frontier on May 22. On that day I was told that Frontier would not prorate service since I was cancelling in the middle of the billing cycle and would have to pay for the remainder of the billing cycle. In addition, there would be a 225 dollar charge for early contract termination even though I was 100% certain that I did not have a contract before I started service. In fact, I even directly asked the question while setting up service and was told there was no contract. I was told that I would be sent boxes to return my equipment after the account was closed, after that current billing cycle. To my surprise I received another bill in the mail as if I had never closed the account. I called customer service and I was told the invoice was canceled and that I would receive the boxes in a few days to return the equipment. I received the boxes and returned the equipment in the following days. About 2 days later I received another bill in the mail as if the account was never closed. When I called I was told that since I returned the equipment in the middle of the billing cycle they would have to prorate the service even though I was told before that Frontier didn't prorate service. I was told that I would owe about 50 dollars on the bill for July even though I ended the service in May and the previous charge for June was removed from my account. I called again today and was told that the charge would be removed from the account but I would received another bill next month in the amount of 9.99 for internet service cancellation. I have never heard of this charge and it was never brought up until today. Also, I have never seen the early contract termination fee come up in a bill.

Internet problem late Aug., 2018. Contacted Frontier and per their suggestion, purchased an OnHub Router and a Smart Mesh Wi-Fi Dual Pack through Frontier web. (NOTE: I really do not know from which Frontier office the purchase was made.) Received and installed equipment but the problem was not fixed. Returned Router and Dual Pack early Sep. IAW Frontier instructions. Frontier provided mailing label to *** (Frontier Ship number ***) sent via UPS (tracking Number 1Z-RA0- *** -***).
Billed for Router ($66.66) and the Smart Mesh Wi-Fi Dual Pack ($48.00) plus additional tax of ($8.03) per month in October, November, and December. I was also charged $100.00 (+ $7.00 additional tax) for "Broadband Unreturned Equipment Fee" (Dec. 2018). I have also been billed 8 late payment fees ($9.00) even though their bill indicates payment received before due date. (I frequently over-pay the basic Internet charge ($35.35 and later $54.70)).
Frontier has acknowledged equipment returned because they have refunded me the money for the OnHub Router ($132.32 - (2) payments in Dec and $66.66 - (1) payment in May). They also refunded the “unreturned fee + Tax ($107.00) and 1 late payment fee of $9.00.
In addition, I had to pay Frontier $122.02 to have my internet turned back on (20 Jun, 2019). I had to do it twice because my wife did not want to wait 3-5 business days for the internet (TV) to be turned back on. I should not have had to pay this at all if Frontier bookkeeping was accurate or if they had performed the audit I requested repeatedly. This problem was caused by Frontier's incompetent bookkeeping and made worse by the rude and unprofessional behavior of their Customer Assistance and Collections department personnel.
I have a spread sheet that shows all credits and debits, based on my received Frontier bills, (plus the Account Past Due fees) showing Frontier owes me $502.15 to date (25 June).

I was using Frontier Communications for my internet services but the internet services haven't been available for a while I went to make a service call which takes me even give me for 2 weeks so I got another internet company to come into my home to provide me service when I went to cancel the frontier they first told me I wouldn't have any charges then they told me I would and when I tried to dispute the charges they argued with me and then hung up on me and told me that was too bad I was paying us for supervisor they wouldn't allow me to have one they never told me I was under any type of contract for Frontier Communications and I am disputing at the charges that they are disallowing me to dispute they could not provide me with repair services and they could not provide me with internet so it is not fair that I would have to pay anything to cancel the services that they could not like me to begin with

I have contacted Frontier multiple times for this issue. In January 2019, I had cancelled my TV service with them. My January statement reflects this change. However, in February and March, they decided to revert my account to include cable again, even though we were not receiving cable with them. I called them as soon as I noticed they overcharged us for those two months. In April, they fixed our account to remove cable charges, but they never credited our account for those two months that they overcharged us almost $200. I had to contact them yet again to have them adjust our account. They claimed they were going to investigate the issue but yet again months have gone by and nothing has been resolved. I am tired of reaching out to them and having nothing resolved.

I had called in the previous week to check on a payment amount I was informed that 100 dollar payment would suffice. since I do work from home I am required to have a constant connection to the internet. with their information I made the payment of $100.00 unbeknownst to me It was supposed to be $128.70. I spoke with 4-5 agents to resolve the issue being hung up on by a supervisor and 2 other agents. I was told this is it you have no recourse and the agents including the supervisor were completely out of line causing losses of income from work and having to take time off of work to resolve this issue and caused huge amounts of stress and a possible loss of my income for my household. if your company cared about its customers and their lively hood they would have been able to solve this issue with ease and not risk a customer to lose their job and income to support their family.

I called to disconnect services on June 22nd. I moved out of this house on June 15th. When I called on June 22nd I was advised I had a small early termination fee, I would get equipment return packaging at my new address (***) and a final bill. I chatted with an agent today simply to find out when the bill would be revised because the current bill is due on July 3rd (Here is our Chat ID) She advised me that even though I cancelled services on June 22nd I will be billed though July 8th because you cannot cancel in the middle of a cycle. This is absurd. I have cancelled all other services, and have gotten prorated bills from them. I refuse to pay for 17 days of services that I am not using.

Moved out of my house, called to cancel service. Charging me a month ahead when I cannot possibly use the service instead of canceling today

When I signed up for my service I asked for their fastest available download speed. I was told my house was not equipped for that and a technician would have to come over and install hardware. About a month into my service it slowed down immensely. I was only getting about 13 mbps at best. My fiance and I contacted Frontier to see how many mbps we were paying for because we couldn't find it on any of our bills. We were told that we were getting 18 mbps but we could upgrade to 25 for $5 more a month, which would actually $8.99 a month because we would have a $3.99 a month service fee because our house was not equipped for the highest service offered. We were told we could pay a $75 one time fee for someone to come out and see if we could get the 25 mbps and that would include install if possible. We told them we asked for the highest they offered from day one and we already paid for someone to come install the proper equipment so we did not believe we should have to pay again for something we should have already received. When my fiance chatted with someone he was told they did not have a direct line so he could not speak to a supervisor. When I chatted with someone he told me he would transfer me to a technician so they could "everify" if our address was eligible for the 25 mbps but no one ever came back on to the chat.

Hello,

I was misled to the prices and services from Frontier Communications from the door to door sales person. I made 3 calls into the 800 number for Frontier and was told that I was out of luck. This was misleading or bait and switch tactic to get into a contract. Thanks in advance.

I was billed in error. My service was disconnected on 4/24/19. I was billed for May service in error. I called 3 times and received confirmation that I was billed in error. I chatted with Christina on 5/9 and was told I would receive a refund. I spoke with Dwight on 6/25 and was given a case # for an ELL. I still haven't received resolution and am now being told my account has been sent to collections.

Account has been closed due to company unable to provide service, still receive bills even though emails from company stating account closed and paid in full.

Phone service at my house went out on June 13th, 2019. It is still not repaired. There is no cell phone reception in my area, so the landline is the only mode of communication in case of an emergency, such as a medical issue or a home invasion. I also need the internet to conduct work business, such as emails. I've asked Frontier to prioritize my repair for sooner than the original repair date of June 25th, but they could not and they could not even repair it on the date promised and to reiterate, is not yet repaired, with no firm answer on when it will be repaired. I am a paying customer and phone service is a basic necessity and should be treated by Frontier as such.

I was charged an $85 face to face service technician charge from frontier when a technician never even showed up at my home or fixed the issue! I was home for the 4 hour window they give you plus 3.5 more hours and no tech. They closed the service ticket and a tech said he was there and the problem was inside and spoke with me personally. Never happened. You can see on the next day another ticket was opened because it was never fixed. Took 3 different times of not showing up, at 4 hours each time wasted, they finally showed up 2.5 hours late and replaced the frontier supplied router. They will not remove the charges for the tech never being there!

I called to downgrade my landline service as it seemed crazy to pay $70 a month to have a land line necessary. I downgraded and thought it was taken care of.
NOPE. I got a bill the next month for the same amount. I called to Frontier to find out what happened; I was told the change did not take place because a third party verification did not take place. So I did the third party verification.
One month later same crap!!!!
I called Frontier again on 6-25-19 and spoke to a woman named "Jackie" who informed me Frontier had made an error and never processed it. I had to do a third party verification again! "Jackie" told me she would call me the next day to verify that the job was finalized. I never heard from her on 6-26 or 6-27. So I called again; I was told that I would not be credited the amount of money that was owed to me and that I only showed downgrade of service but that I would be paying the same amount. REALLY? I asked a supervisor how does this make sense? Who in their right mind would pay premium dollars for a downgraded service? COME ON!!!!
Scam artists who have you by the you know whats because they are the only ones who provide wired service. I did not want digital service offered by ***, I wanted wired land line service. I was on the hold with a supervisor who kept asking me if I was ok - not sure if my threat to report them to the Revdex.com had anything to do with it, but she said our phone call was being recorded. TERRIBLE COMPANY TO DEAL WITH!!!!!!!! AVOID THEM IF YOU CAN!!!!!

My 2 year contract ended on June 10, 2019 and I cancelled my account to go to a different company. On that day I was told that I would get a credit on my account because the billing period was from 6-3-19 to 7-3-19 and I only had 10 days of service because the account was actually closed on the 13th of June. I received a statement after that asking for a full month's billing. I called them and asked if my credit of $97.87 was going to be applied to this bill and was told that I was NOT going to be credited because I changed to a different company in the middle of a billing cycle. They said that is their policy and it's written on the statement. I was originally told I would have a credit and then denied the credit and I had to pay the bill in full. Their customer service has always been bad because their agents are never on the same page. One person says one thing and another person says another. There was alot of deception whenever I had a problem and spoke to customer service, that was the reason I was leaving Frontier to begin with. I don't think it was right for them to deny crediting my account after I was promised a credit.. I know I am not the only person who has had a problem with Frontier because many of my friends had similar stories.

During our first contract, our business was at a different location and we had fast fiber internet, no problems.

When we transferred our account to our new location in Grapevine, Frontier neglected to inform us that they only offered 3 mb/s of DSL internet at the new location, and signed us up with a new contract term for 2 years. 3 mb/s was NOT sufficient for our business needs, and the contract termination fee is prohibitive at thousands of dollars. We have had this investigated and they even pulled the call and confirmed that the representative who did this neglected to inform us of this information.

We are filing this complaint so that headquarters will review this issue and so that we may exit our existing contract with Frontier due to the lack of information and misinformation about your service, and signing us up for an expensive contract with service that does not meet our business needs as soon as possible. Our phones and internet service goes down frequently, and we need this resolved ASAP as we have lost countless hours of productivity and revenue as a result of Frontier Fios holding us hostage with a contract we were not honestly informed about what services we would be receiving.