Frontier Communications

A FAMILY MEMBER STARTED TO HAVE FRONTIER COMMUNICATIONS INSTALL INTERNET SERVICE IN MY HOME. I RECEIVECED ALERTS FROM CREDIT REPORTING AGENCIES THAT FRONTIER MADE A INQUIRY ABOUT MY CREDIT WHICH RESULTED IN A HIGH IMPACT ON MY CREDIT REPORT. AT THAT POINT FRONTIER WAS CONTACTED AND INFORMED THAT (1)THE SERVICE SHOULD NOT BE IN MY NAME (2) REMOVE THE INQUIRY FROM MY CREDIT REPORT (3) THERE WILL BE NO SERVICE INSTALLED UNTIL 1 & 2 HAVE BEEN CORRECTED. FRONTIER PROMISED TO MAKE CORRECTIONS AND IT WOULD ONLY TAKE A COUPLE OF DAYS. AFTER CHECKING SEVERAL TIMES FOR CORRECTIONS AND CONTACTING THEM AGAIN AND AGAIN PRIOR TO THE INSTALL DATE, FRONTIER WAS REMINDED NOT TO COME FOR THE INSTALLATION UNTIL THEY DO. DESPITE WHAT THEY WERE TOLD MORE THAN ONCE A INSTALLATION PERSON CAME TO MY HOME ANYWAY. HE WAS INFORMED THERE WOULD NOT BE A INSTALLATION AND HE LEFT. FRONTIER INFORMS ME THAT THEIR RECORDS SHOW THE INSTALLATION WAS COMPLETED BUT THE SERVICE WAS TERMINATED. SINCE THEIR RECORDS SHOW THERE WAS A INSTALLATION THEY ARE TRYING TO BILL ME $132.69 AND ON TOP OF THAT WANT ME TO RETURN EQUIPMENT THAT WAS NEVER INSTALLED IN MY HOUSE. I'VE TOLD THEM SEVERAL TIMES THROUGH MULTIPLE PHONE CALLS THAT THEIR INSTALLATION PERSON DID NOT EVEN ENTER MY HOME. IN ONE CONVERSATION WITH A FRONTIER REPRESENTATIVE I WAS TOLD THE EQUIPMPENT ALLEDGED TO BE INSTALLED IN MY HOME REFLECTS A FEW MINUTES OF RUN TIME WHICH IS NORMAL FOR A UNIT THAT HAS BEEN TESTED ONLY. I HAD A INTERNET SERVICE PRIOR TO THE INSTALLATION DATE AND HAVE MAINTAINED THAT SAME SERVICE WITHOUT INTERRUPTION.

Hello and thank you in advance for your assistance!

On May 18, I contacted Frontier Communications over the phone after learning that they offer a fiber optic service in my area. As you might imagine, in these unprecedented circumstances, internet is more important than ever.

They convinced me that their service would be superior than the current one I have for several reasons including the fact that my current one sends signal to a hub that the entire neighborhood shares, whereas theirs would come straight to my home. This is something that another customer service agent denied later, but emphasized that it is still a limited number of people in comparison with the other provider!!

Anyway, to make a long story short, I had a first confirmation # *** and I talked to 4 people total including a supervisor. I was told that I qualify for self-install and that I won't be paying installation fees. I set my service to start on 6/13 to match the date of the internet service I had at the time. They said that a technician will come that same day and my internet will be up and running by 8pm. Also, I was going to receive their router and a welcome package after a few days and certainly before the technician arrives. I then called to cancel the service with my former internet provider.

On Friday evening, June 12, I checked my mail and I still hadn't received the router, so I called Frontier to inquire about that. The first person I talked to told me that they will only ship the router after the technician's visit, which is definitely not what I was told originally by several Frontier agents. They set up my service to be up and running on the 13th by 8pm at the latest, or so they said. The customer service rep. told me that there's nothing she could do on her end, but when they ship the router, I can call back and they will provide me with a tracking number and I can pick up the router from UPS when it gets there in about 5 days and not wait for them to deliver it. I explained to her that, given the circumstances, we can sacrifice Sunday without internet, but we must have internet starting on Monday as we all work from home, in addition to summer school. I explained that it was not my fault and I was clearly told that I will have internet on the 13th, so if they can ship me the router via a 1-day delivery, that would work. After inquiring about it, she said that she was sorry, but they couldn't do that.

The story could have stopped here, which would have been bad, but I then asked to talk to a supervisor, and it went from bad to worse. The supervisor gave me a whole new piece or information!! He said that my service will not be installed, period, because there's already service in my address!!

I live in this home for the last 2 years and we have not had Frontier. I gave them the name of the previous residents and I said I can call them to get more information. The supervisor said that he tried to call the number he has on file 3 times, in vain. It seemed to me that the previous owners were not the ones with the account. Given that the previous owners lived in this home for at least 5 years, the account the supervisor was referring to is over 7 years old.

None of this is my fault, but I did my best to try to find a solution. I offered to show an ID to the technician or send Frontier a proof of residence and/or any type of documentation they might require. The supervisor told me that I needed to investigate who has the Frontier contract in my address and ask them to contact Frontier to discontinue their service before I can get a new one. Seriously!!

This didn't make any sense to me. I mean, I do understand that Frontier has procedures in place for this and they can't have two services at the same address, but I shouldn't be the one making investigations and trying to resolve this. What I am utterly confused/disappointed/upset about is why is it that they didn't tell me this the first day I called? They mislead me into signing up for a new service, cancel the one I had, send the router back, and they didn't communicate anything. I am the one that called the evening before I was supposed to have my internet up and running to inquire about the status of the equipment I was supposed to receive. Also, hadn't I not escalated the issue to a supervisor, I would have been waiting to get the internet service I was promised forever!! This is unprofessional, to say the least.

Now I am without internet and the only thing that the supervisor kept saying is that he apologized for what happened. I do appreciate his apology and acknowledging their mistake, but is an apology enough in this situation? Why do I have to take full responsibility for an error that I didn't commit? This is unfair. I do want to say that I don't think any of this is that supervisor's fault either. He was just working with what others before him had done at the sales level and he did try to help.

At the end of the phone conversation that lasted for over 1h, I asked to cancel that service order because I can't get internet with Frontier anyway. I emphasized that this was a loss for Frontier's business as well because they're turning down a customer that committed to using their service. I then called my old internet provider and asked to reinstate my internet service with them. it will probably take 5 working days for me to receive the equipment.

My wife is 8 months pregnant and we do not take any risks given the current situation we live in. We ensure that we stay home as much as possible and we work from home. Our jobs involve video-conferencing almost all day long. How are we supposed to work for a week without internet waiting for our old service to get reinstated??!! This is frustrating and unjust.

Frontier needs to be held accountable for this. Anyone can make a mistake, but Frontier needs to step us and take full responsibility for this situation in which they put me and my family.

I wanted a simple low cost internet service. They REQUIRE pulling my credit score. My rating is 823 and I do not care to release it for such a low cost service. I have my credit reporting locked to prevent identity theft. So no @*#*ing way am I giving out my private information for a cheezy $30/month account.

Also, after trying to find information, I gave up waiting on hold, and filled out the form. Next I get a call from a woman who wants to know my present service. No, it is not relevant. I wanted to know what my costs would be. I'd rather not rent a modem, and rather buy it myself. So do you want my business or not? Well, apparently not. They call me and then want to put me on hold. Call me when you can answer questions. I'm not waiting on hold for you, particularly not when you call back and then want to put me on hold. Gestures to these IS. I'm sending a copy of this review to their Corporate HQ.

I will add tethering to my phone service before I pay these IS anything.

I am a senior citizen being a widow living alone, Frontier has cut my long distance and interlata service for no reason, my bills are paid timely, I have called many times but they are not fixing it.
They argue that I was to much on the phone during the 3 months of the pandemic. But my kids reside long distance, and I am still quarantined, and I can't call them. I feel hostage. Please help.

Since June 1,2020 I have been trying to get service. They got my order wrong and over charged me $75. I called and they changed it. Initially I was asked if I had a telephone outlet. I never started service and called inat ***. I spoke with a Salina, and let her know I never used the service as I was mísinformed and wanted out. I asked her what my bill would be and she told me $43.37 (I am outraged as I never used the service, I also asked if they needed the equipment bàck Salina stated no. What am I supposed to do with useless equipment!) All during this process, before and after ordering service I have been mísinformed on all levels. I should not be charged for any service as it was never used. I do not feel I should pay for something that was never used and I do not want this equipment This is a bad company! Please help me in resolving this matter. I was very much a victim of a company with no scruples. My acct number with this company is /orwas (***).
I need service to work from home and haven't been working sínce 3/20/2020. And now that I have an opportunity after 3 months it has gone to pot. I plead for your assistance in this Matter
Sincerely

I canceled my service on 5/15/2020. On 5/25/20 Frontier auto debited $189.08 for internet and TV service for 5/1/20 through 5/31/20. They also sent an additional bill for $9.99 for 6/1/20-6/30/20 which was paid 2 days ago on 6/10/20, I didn't realize what it was for at first, along with a $3.50 fee for paying over the phone. I contacted customer support who seemed to not understand that they withdrew an entire month 10 days AFTER the cancellation had been processed, along with an additional $13.50 for the NEXT month.

My wife and I bought a house in March 2020, the previous owners said that frontier was the only high speed internet available. Frontier said they would not give us service due to the area being “capped.” My wife is a teacher and when covid 19 happened she was forced to work from home. Which was a problem because we were unable to get internet. Frontier on at a minimum of 10 times has said they will call me back within 24-48 hours with a result from there “engineering team”. I never received a call back. I finally called one day after waiting 2-3 weeks for a call back from frontier. I talked to someone who had said that the ports were full because my house was using up 2 of them and that there should be no reason why you cannot get internet. So from there we set up a installation day for June 9th from 8-12. I took a day off of work so I could be at the house as requested by frontier. Around 1 pm on June 9th I call frontier to see where the technician was since they had not arrived. They had said they will not be there because “something is wrong with your lines.” I didn’t receive any call prior to the installation day telling me they were cancelling it. Finally the get to the bottom of it and scheduled in from June 16, well today which is june 12th frontier called and said there was a hold on my order and they cancelled the install day of June 16 because they aren't able to provide us with the internet speed as promised. So the employee today said they can provide slower internet and the new install date is June 30. This has been a 4 month process to be continually lied to on call back times and services they have promised.

I applied for wi-fi and internet service for our home located in rural area. We were told that a soft credit check would be applied to see if we qualify for their requirements. well instead a hard credit check was applied on march 19th 2020 and as we were falsely informed by service rep we could receive service in our area. well after credit check was done by service rep we were informed they Frontier communications did not have service in our area. I would like to have the hard credit check removed from my credit score as soon as possible. We were wrongly informed and misled to believe we could get internet service at our home.

In the year that I had frontier TV are called and 43 times about service that didn’t work and being overcharged on my bill. Right now they’re still trying to collect $95 “in advance“ after my account was closed. And executive Rob and Pollard from frontier communications is trying to get in touch with me, and all I can say is I’ve had to check it is call me before and they’re just liars!

Frontier would add services to my account then charge me for that I didn’t request. And I couldn’t get my money back. I was first promised all of the channels for $120 a month. And of course this wasn’t true. I had to make five appointments to get frontier installed and on for the appointments they didn’t even call me to tell me they weren’t showing up. So I missed five days of work.

Three or four months ago I called frontier and told them I was going to cancel my services. I was talking to keeping the service for one more month if they gave me the account for free for one month. Of course that was just another lie, there’s no record according to frontier that they made this promise. And they charged me again. But this time I am not paying $95 I do not care if they report me to the credit bureau‘s because I’m writing the credit bureaus a letter And will then continue to join and six other class action suits of which there are many more than this to finally destroyed and get rid of frontier communications. Frontier has been screwing around lying and stealing peoples money since 2011.

Verizon cable TV and Internet sold their company to frontier then refuse to buy the “software“ able to run frontier communications successfully believing that they could write the codes themselves. This was an absolute joke.. I had to call the state attorneys office to get my $400 deposit back from Frontier communications that Verizon also gave to frontier without my permission. I did get my $400 back but also did not have any cable TV for the next three weeks.

I cannot count how many times I have been lied to. Channels were dropped without notifying us, but yet we were charge the same amount of money without the channels being replaced. So far, frontier communications is losing between 120,000 to 350,000 customers a month and I fully expect them to go bankrupt or sell the company to some other fool.

The list of complaints that I and others have against frontier communications should be taught in MBA business schools as how not to run a company.

For the past 6 weeks or more have had minimal to limited internet service. Have had 7 tech visits with each having a different idea of what was wrong and none has fixed the problem. Numerous phone calls(many hours spent on phone) to have fixed and requesting supervisor to call. No call back from supervisor. We have had been unable to maintain our security system, our solar system and our grandchildren have been unable to complete their homework. This is unacceptable. Many others on our road are not having this issue. This issue has been going on since mid April.

On Wednesday June 10th 2020 two men representing FIOS/FRONTIER knocked on my door and informed me of an internet service that they and At&t are providing in my area. I told them I was not interested and that I would have to talk it over with my significant other before making changes to any of our services.They explained that they were just out informing the neighborhood of this new internet feature that they would contact me by email about the features. They proceeded to ask me some questions which they claimed was to verify my identity when they left I was under the impression that I would be getting an email from them with more information. What I ended up getting was an order receipt placed for my home that they had filled out after leaving my home. The form was filled out and customer signature was filled out as "no contact". They also did a hard inquiry on my credit report. I called customer service and explained to them that I at no point in time express any interest in having the service activated at my home and that I did not consent to a credit report check by them. They used the Covid 19 social distancing as a way to fill documents out and not have my signature. They apologized and cancelled the order but said that they would attempt to pull the credit inquiry from my record but that most likely it would remain.

I wish I could give this business 0 stars. I’ve been fighting them for 3 years over a service I never received. I moved into a place and it turned out I could get Frontier where I was located so the guy cancelled for me and when I called to confirm I owed nothing. A month in a half later I moved. They never tried to contact me about paying $138 for something I never received and when I disputed it they told me not to worry. That was a HUGE lie. They sent the bill to collections and when I disputed it they acknowledged I moved and wasn’t contacted. They agreed to remove the charge. It is STILL on my credit report and they don’t even have contact information to settle it. I’m now stuck with paying for a service I never received and my credit took a hit. Do NOT waste your time with this company. I hate to see what actual customers go through when they mess up.

When I signed up for internet services, they promised a price of 37.99 price for life internet cost. I would pay first and last months bill in the first bill I was charged 70 something for the first bill which I was expecting. The second bill I was charge $66. I called and talked with three people who said that I was misquoted and it was not their problem and that would be my bill. I tried to talk to the next person and they were supposed to call me back within 24 hours. They did not.

Two days later I called and talked to someone about the situation and he said he would honor the price for 1 year and after the year, the price would go up 15 dollars. I was okay with that.

I got the third bill today and it was still for $66. I called and talked with a representative and she said she could credit my bill for three months but that’s all that she could do.

I told her that I do not believe that is a good business practice that I am held to my side of the contract but they are not held to what they are offering. I was told that I would be charged 37.99 price for life and it is their policy not to do that because of my location.

My location has not changed and now I am paying double what I agreed to. It is unbelievable that I am being held to a standard and they are not being held to their side of the contract.

All parts of the contract were recorded the day of set up and a frontier employee asked me if I agreed to $37.99 price for life and I hope they make this right.

I'm being charge $75.00 (3 payments of $25.00) for work not done by the tech. When ordering the service the sales person broke down the amount and I asked her what SHI installation meant and she said it was for a cat 5 run into the house. Well, the tech do not need to run any wire, because it existed and all he did was install the equipment and check the network to make sure it was working. All he did was plug in the equipment and run internet test and it pass. I called the office and got two different things about why I was being charged and that's why I'm asking for assistance.

Had a new internet service installation on March 21st 2020 at a agreed upon cost of $100. The Frontier technician used the old router location in the front corner of the house "because it was easier" I told him that we needed signal in the opposite corner of the house. We live in a block building with metal roof so coverage is spotty anyway. He assured me we would have enough signal. I left to run some errands and according to my wife the technician left shortly after I did. We did not have enough service in the office. I called Frontier to let them know the service as it was did not work for us so they scheduled another technician to come out. On April 8th, 2020 a second technician came out, during this visit the technician informed me that he was not allowed to come into the house so I had to move the modem to the proper location myself and he strung a new wire on the lawn around the house but didn't have any cable ties or clips to secure the wire to my house supposedly. He told me to call back in a couple weeks and they would send someone back out to secure the wire and do a proper installation in the house, instead of me pulling the wire through a window because he couldn't come in the house. About 1 week later I received a bill for $125 for installation fees and a jack installation. I called customer service to question this bill as it was labeled installation of $100 and a $25 jack installation. I pointed out the technician didn't install a jack since he never came in the house, and informed them that I already paid the $100 installation fee. The Frontier customer service department told me it was my word against the technicians and if he said he installed a jack than he must have installed it and I needed to pay for it. I asked them to explain how he did this jack installation when he didn't come in the door, but they couldn't explain that either. I asked them to send someone out now that they were allowed in houses to do a proper installation and they said they would for $100. So now they want me to pay $300 total for a $100 installation. I paid the first $100, I refuse to pay the second $100 and cancelled the service when they told me they needed another $100 to send the 3rd technician out to fix what the first 2 didn't. I spoke with several customer service members about this fraudulent billing and asked to speak with a supervisor or manager about this dispute. They refused to let me speak with their superiors and informed me over and over that the Frontier Communications policy is to never "waive" installation charges so I had to pay it or they would put it to collections.

I ended service with Frontier on May 13, 2020. I am being charged the total price for one month of service for the dates of May 5, 2020 until June 4,2020. As I only used the service from May 5,2020 until May 13, 2020 I believe I should only have to pay a portion of the bill equivalent to 8 days of usage. I have email record showing I made a call on May 13. The same day May 13, their equipment was unplugged and no longer active from my home, as I had an appointment the same day with *** Broadband to install internet service from them instead. It was also verified by an employee today that there was a record of my call for that date. Service was never terminated until I received another bill which prompted me to call their office today June 10. Employee confirmed that she would terminate service as of today. As for billing she said that she would remove the bill dated June 5, 2020 to July 4, 2020 but it was company policy that I would be charged for the entire month and there was no prorated billing. This is a known lie because when I switched this property into my name from my mother in laws name they billed me for half a month and gave my mother in law a refund in the form of a check for half the month.

We had been customers of Frontier for a number of years, after *** had sold off their Fios service to them in California. On May 12th, 2020 we called to cancel our service due to higher cost and a better offer from another carrier. I was transferred to the "retention" department, for what I assume was an effort to keep our business. When I explained that the cost was too high and channels that we liked were no longer available, no other questions were asked and we were told that the service would be disconnected. Later I received an email stating that the disconnect date would be June 8th, a date we did not request, and that the next month's bill would be -$179.62, which I assumed would be our final bill. At the end of the month, however, a full months total was listed. When I called to find out why, I was told that since we called to disconnect in the middle of a billing cycle (May 8th-June6th) that we were responsible for the bill and that partial month bills did not exist. The June 6th date should have set off alarms in my head, but wasn't considered until later. Reluctantly, we paid the bill, assuming that would the last bill. Strangely, another email followed that showed that our credited amount for the disconnection was not longer -$179.62, but now -$100.92, with no explanation. June 10th, however, we received another bill stating that we now owed $108.80. We once again called to find out why a bill was sent, and were told that since the disconnection date was June 8th (one day after a bill was generated) that we were responsible for the amount. So, whoever set the disconnect date "coincidentally" set it for a day after a bill would be generated. We have not used any of the Frontier equipment since May 12th, but we not only were told that we were responsible for the bill for the remaining time in May, due to the "auto generated bill" but now were responsible for an additional charge since the disconnect date was set after the second "auto generated bill"
Not only was their disconnection Confirmation email deceptive, the credited about for a partial bill, which they state they do not allow, changed from $179 to $100 for no reason, but I believe the disconnect date, which we did not request, but was set by the retention department, was deliberately set to generate another bill in the hopes of squeezing out more money from someone who was leaving their service.

Frontier has been charging me 9 months for a phone line when all I ordered was internet. Since September my internet is out at least once a day and the last month it’s been out days at a time. I keep getting techs to come look out they say they fixed whatever was wrong and then by the end of the day it’s not working again. They refuse to let me cancel the year contract unless I pay fees but there is no reason I should have to pay fees to cancel a service that isn’t working. They are stealing my money every month for a phone line I didn’t ask for and for internet that doesn’t work. Also every time I call frontier the call drops and is choppy so it’s impossible to clearly understand what is being said. I have never had any issues on any phone calls in my home it’s only when I call frontier and I fully believe part of their game is having their phone calls be choppy and drop out so you can’t hear what they are really doing such as charging me a phone line when I have no home phone.

I joined this service back in Novembver and they said that they will send a $100 gift card to me but I never got it. Every month I would call them and they said that they will send it to me "next month." It has already been seven months and I still haven't got it yet. Yesterday, I called again and the phone transferred me to another department. I'm supposed to get my $100 gift card, until this day I still haven't gotten it yet. Thank you, I hope you can solve this problem.

On May 28th, I called Frontier to disconnect my service and was told that even though the service is terminated, the billing cycle ends on 6/4/2020. The service was disconnected and I paid my 5/4 - 6/4 bill in full and on time. I just received an email with a bill of $9.99 for the billing cycle of 6/4-7/4 for "Residential Broadband Processing Fee". I called Frontier to try to work with them but they did not give me an explanation and refused to credit the new fee. When I asked about being credited for the 7 days that I did not use Frontier service, they said that I cannot be credited for the non usage days.