Frontier Communications

I think they deserve ZERO STARS. Terrible company. Our internet dropped countless times throughout the day. We finally decided to cancel after a few months. We made the mistake of calling and cancelling on the 19th of the month.
After we were cancelled the operator told us our final bill would be $53.99. That was our monthly fee for 30 days. I asked why it is not prorated since there are 11 days left in the month. It took her approximately 15 minutes to come back on the phone to show me where to find the information that they do not prorate. Is this even legal. We have never had this happen with other providers. I could not find that information on their website again if my life depended on it.
I asked to speak to a manager, after another 15 minutes on hold, she came back and said that none were available, but of course promised that one would call me back within 24 to 48 hours. Of course, that conversation never happened.
Wait, it gets better, we just got another bill dated May 1, 2019 for New Charges $9.99. I called and the representative said it is sent to all customers that leave as an exiting charge. I told her that she could make a notation on the file that I would not be sending them any more money.
STAY AWAY...DO NOT USE THIS COMPANY! Sorry, they are making me give them one star to leave my review.

The worst cable company ever, ever increasing pricing, long hold times to get support, slow internet, and outages
I called to cancel, was told if I canceled before the next billing cycle there would be no additional charges. Canceled service that I paid for up to April 28, Frontier turned off the service April 26, and then charged me $9.99 fee to disconnect. I called and was told that the charge was for the tech to come out and disconnect the service, but thats complete BS, I disconnected and packed up everything myself.
They disconnected my service 2 days before the end of my contracts and then charge me $9.99 for the disconnect - they should be refunding me for the days of service that I paid for that they never delivered, just the worst company to deal with - rude reps, inept staff and bad business practices - can't wait to see this company go under - AVOID

Scheduled them to come out on 5/2/19 and they told me that I scheduled installation on 5/3/19. Had screenshots of it and they just said they didn't know. Then on 5/3/19 they didnt show up and rescheduled my installation to 5/8/19.

Just as trustworthy as any company that you have to renew with yearly. Renewed at a price point of $40 a month and paid it for a single month before they made it $60 a month. Apparently I was lied to by their CSR.

I scheduled an appointment with Frontier around a year and a half ago for service that they did not show up for. Despite the fact that they "overbooked" themselves and no-showed, they told me the next available available appointment would not be for 10-12 days. I called *** and they got me an appointment for the next day. Over the last year and a half, I've had Frontier sales people knock on my door numerous times. Each and every time, I explained to them why I don't have their service and asked to be removed from their solicitation lists, to no avail. Last evening, I actually answered the door to a Frontier representative named Jordanne, who assured me that things have changed. Against my better judgement, I engaged in conversation with her as I had recently received a mailer from them with a great price that clearly stated "No annual contract + 2 year price guarantee". I showed her the mailer and we discussed setting up service. As I wanted a package with more channels, my service was going to be more than the advertised $79.99 on the ad. She proceeded to tell me that based on the cable package I was interested in, the price would be $145 a month "all in"...all in usually means with all taxes and fees. As this is lower than my current cable package, I agreed to move forward...I inquired about more channels and she stated that it would be $15 more a month...I therefore declined the better package and was very clear that I didn't want to pay more than the $145 "all in" (even telling her what I pay for my current cable) and that if it was any more, I might as well just stay with my current provider. She passed me a device to input my social security number for a credit check. I asked if she could use the one Frontier conducted a year and a half prior and she said they could not. I expressed my discomfort in having them run another credit check as that can negatively impact your credit. Nonetheless I input the information as she continued filling out the order form, which clearly said monthly charges would be $145/month total. In passing, I mentioned how great it was that they offer 2 year price guarantees with no contract - that's when she said, "this is a 2 year contract". I asked her why the word contract NEVER came up to that point and why she would write up the order as a contract when I was only interested in (and showed her) the ad that clearly said "No annual contract + 2 year price guarantee". She told me she doesn't know what the offers they mail out are and that she has other options available to her "on the floor" (whatever that means). I then refused to sign the agreement and told her I did not want to proceed with the order. She told me she was going back to the office and would e-mail me after talking to a supervisor to see if she could honor the deal she promised without the 2 year contract. I refused to sign the paper and told her to "tear up" the order form as is and get back in contact with me once she talks to her supervisor and we could then draft up an accurate agreement for me to sign then. About 30 minutes after she left, I received an e-mail confirming my service?!?!? And the e-mail said the monthly price would be $155.14, $10 higher than what she promised. This is troublesome on many levels - this representative processed an order that I did not consent to...and therefore ran a credit check on me that I did NOT authorize....and if that is not bad enough, the service she confirmed is $10 higher than what she wrote down in black and white. I contacted her this morning and told her that not only did I not consent to the order, but that had she given me the accurate price of $155, I would not have even engaged in the conversation with her yesterday. She blamed that on not knowing the taxes....so, she goes around knocking on doors without knowing the taxes that will be added onto the bill in the neighborhood that she is prospecting for business?! When you tell someone the price is "all in", that includes taxes. This company fraudulently checked my credit when I never consented to an order in the first place?!? Shouldn't the credit check be conducted AFTER an agreement is in place. To the contrary, I CLEARLY told her NOT to proceed with the order. It's unfortunate that this company uses such dishonest practices in their sales approach....On top of that, she has the nerve to send me a text confirmation this morning and when I point out that I never authorized an order in the first place, she tells me to call and cancel myself! I am legitimately concerned that this company obtained my social security number with dishonesty and lies.

I wish I could give them 0 stars. This company is worthless. First of all, it took them over 6 weeks to get my internet service set up at my residence. This was due to many mistakes from their employees including but not limited to a lost work order, technicians not showing up, taking my cell phone number down incorrectly, and not listening to directions to my place of residence. But the bigger issue I have with them is concerning my agreement with them. I said MULTIPLE times throughout the set-up process that I could not have a contract with them because my housing was temporary and I knew I'd be moving within a year. I told every employee I talked to about this and was told that I'd just have to pay a slightly higher fee per month in order to not be locked into a contract. Well I canceled my service a few months shy of a year after starting it and today I get an email stating I owe an early termination fee. I try online chatting with a customer support staff and all he wants to do is argue with me because I didn't raise concerns about this before today. Well, I had no idea I was in a contract. I was told on the phone that I was on a month to month agreement and when I canceled the service I was not told there would be a termination fee. They somehow messed this up and now are "reviewing" my case but I do not have high expectations for the outcome. They are unwilling to work with their customers, are extremely unprofessional and disorganized, and do their best to sneak in things like contracts without any sort of agreement from the customer.

If I could post no stars, I would happily do so.
I'd like to begin by stating- I work from home, and I need internet access to conduct my business.
I live in a place where Frontier holds a monopoly on available internet, so I am forced to work with this company. Frontier is well aware of this dilemma, and they use it to their advantage by lying about package pricing, not sending out technicians after I clear clients from my schedule to work with Frontier, playing with my bill every single month, and refusing to help me resolve any issue.
I signed up for Frontier in November 2018. Since then, every single bill has been incorrect. I wish I was exaggerating, but every single bill has been much higher than it was meant to be. This past bill came out to be twice the price of the prior months. Is a supervisor willing to talk to me? No. I've been waiting two weeks for a call, and I've even called back multiple times asking to speak with a supervisor- and somehow, every single supervisor is busy every single time. Seems a bit odd, doesn't it?
Today, I spoke with Bernice, ID number ***. Last month, I spoke to a representative from Frontier because my bill was not only incorrect (per usual), but the technician we'd been trying to have come out for weeks kept setting up, and cancelling, and I would take the day off from my clients each time this happened. To make up for the thousands of dollars I lost from work, this representative was kind enough to guarantee that I wouldn't be paying the technician fee, and also offered to give me *** movie channels for three months, free of charge, as an apology from Frontier. Great, until the bill came.
I'm being charged for *** movie channels, I'm being charged for the technician coming out, all on top of my already incorrect monthly bill payment.
When speaking with Bernice, ID number ***, I was told her supervisor was right next to her, she was asking him/her questions, but wouldn't put them on the line because "they were talking to a customer". Instead of trying to help our situation, Bernice fought with me, was incredibly rude, refused to call me by my correct title (Doctor), and would not help with the bill.
It seems this vicious cycle will continue if we stay with Frontier. It's a scary company, that manipulates you and forces your hand in purchasing their services, knowing that if you don't use them, you can't have access to the internet.

Today I was "Live Chatting" with Frontier about a problem I was having with their equipment providing Fios TV Service in my house. The Support Technician told me to reboot my Fios Router, and 2 set top boxes. I was told to wait until the router had returned to normal operation then, plug my 2 set top boxes back in and wait for them to return to normal operation.
I did exactly what the technician told me to do.
When I returned to my "Live Chat" I had been disconnected for being inactive for more than 3 minutes. Frontier should know better than anyone, that the router and 2 set top boxes will not reboot and return to normal in 3 minutes. It is Frontier's equipment!
The technician also had my home phone, cell phone, and email address. No one followed up to complete the service call.
This company is Completely Useless.

Every year I go back and forth with Frontier on billing (the 3 years I've been in Florida). I've always been on time paying EVERY month like it I should be. Last year they lied I had confirmation numbers, names of who I talked to and they still didn't honor the price for 3 months...AND didnt redund me like I was told. (I called every one of those months). This year same start of same thing and I decided im not going gonna let them do it to me again...they automatically bill *** extra innings that I ordered the first year. I call to cancel an they tell me I HAVE to pay for the whole season because I would of had to of cancelled April 3rd. I didn't get the new bill until April 10th! This is ridiculous! BELIEVE the reviews stay away from this company! I would leave a no star if that was an option!

Frontier is very hard to work with as a Customer point of view. We had their internet for years and had to cancel because we were paying for a service that we weren't really getting. Now, I call and want to change my business phone plan and they say I am locked into a contract. I did not want to cancel them, I wanted to just change my plan. I have been a customer since 1992. They wanted to charge me a $300 fee to change my plan!! What company wants to do that to a long time customer? Frontier does, that's who! I will try to find a way to cancel them altogether if I can find another provider that can offer me service without a hassle. I think Frontier has offered services for years on false pretenses and it is about time the consumers stand up for their rights against this company.

I contacted Frontier on March 2, 2019 to order internet service.
I was told I could get internet at the speed of 12mbps installed on March 15th.
I cancelled plans to be home for the install tech. He never showed,
I called Frontier to ask why he didn't show and was told they were understaffed and he was not able to make it. Note that I called them. They didn't call me.
They rescheduled my install date for April first which must have been a joke because they no-showed again.
I called Frontier and they said they would have a tech out early April 2nd to install (no apology for the 2nd no-show).
On April 2nd a tech showed up and installed equipment and explained that it had to flipped on from a remote location and that it would be on by the end of the day, "Just watch for the blue light" he said.
The blue light never came on.
On April 3rd I called Frontier to ask why it wasn't on. The person I reached said he didn't know but would look into it and that someone would call me later in the day.
No one called.
On April 8th I called and asked why it still wasn't on and I was told that they didn't know but my case was being "escalated" and someone would call me by the end of the day.
No one called.
On April 12th I called and was told that the reason it wasn't turned on was because my order had gone "dormant" because I had ordered 12mbps (the amount they said they could provide) but that I could only have 3Mbps. Rather than notifying me they just let me go "dormant"
They then said they would do a reinstall date of the proper equipment on April 17th.
I informed them that although I truly needed internet April 17th is my birthday and I did not want to spend it sitting around for a technician I had little confidence would show up and considering how long they had been taking to provide me with internet couldn't they get it done sooner?
They transferred me to a supervisor who gave me the install date of April 19th.
On April 15th I called Spectrum internet and asked if they could provide me internet. They had someone out to my house an hour later, installed internet and turned it on at 100mbps.
I called Frontier to cancel my install date and was on hold for 25 minutes (the shortest I had ever been on hold with them so far). When a woman answered I explained to her that I had gotten internet with another provider and I wanted to cancel my installation.
She hung up on me.
I went to the Frontier *** page and messaged them with a request to cancel my installation. Some named >Brandee replied that she could not access the system to do so.
I informed her that if a technician came out I would not be opening the door for him.
She said "ok"

Frontier Communications is the worst company ever and I would NEVER use or recommend this company. On 11-Nov-2018, I requested cancelation of all services (TV+Internet) from Frontier. All equipment was returned as soon as I received their boxes/prepaid labels. Paid the full month of November 2018 but to my surprise, I received a charge for $180.54 for services on December 2018 after the account was closed. Since then, I spent 5 months disputing the billing error with Frontier and the collection agency. After involving the Consumer Protection Agency, Frontier finally credited my account but NEVER sent me a revised statement with $0.00 balance, just an e-mail saying the my account "has been paid in full. " In short, it seems as a fraudulent billing and business practice from Frontier that MUST STOP. Take notice.

God Aweful. I cannot begin to understand how Frontier Communication's internal customer service meetings go. Maybe something like this: 'I know you know that all calls are monitored, but if things get too tough with the customer, and it looks like you may have to give them a concession or actually give them good customer service that involves giving them money back - just hang up. We actually don't care about our customers, but let's put on a good show so we look like a real company, trying to give a good service, while actually delivering a sub par offering all around. Sound good? Let's go get 'em!' This vibe must pump through the veins of everyone there. Full force. They seem great on the surface. But peel that back and apply pressure, and their true colors come through - which are like a rainbow of promise gently smeared with the *** and *** of nice-but-terrible-horrible customer service department. At least that's how it felt in mine and my wife's interactions with them over the last year.
The details are too great to discuss, but the basics are as follows: We lose internet and phone and ultimately they can't come out for 3 weeks to fix. My poor wife works from home and had to spend 3 weeks in *** trying to run her business from her laptop. Plus about 5 hours over the month on the phone with customer service trying to resolve the issue. Then when they were supposed to come, they cancelled and said they couldn't come for another week. My wife was crying on the phone to them begging them to do something for her. To come. Solve the problem. Help her. The lady that my wife was talking to raised her voice, was rude and then hung up on her. That was enough. I called *** and they came the next day, upgraded me from 50/50 to 400/50 internet and charged me $10 less per month. Far better speeds, service (so far) and cheaper. Amazing. Why I waited a month for better everything I don't know. Complacency I guess.
So I canceled my service with Frontier and they gave me a credit for the month I didn't have service and wiped my account clean. All good. All done - thankfully. So far so good. But they said I cancelled just after a billing cycle, so I will have to wait a month, get the new bill and call in and clear it up. So sure enough, a month later they sent me a bill for $129. Not sure what for. So I spent about 45 minutes trying to resolve it all with their customer service department. And 45 minutes later, I was told it should be all good. I just had to wait another month for the billing cycle to refresh. And just a few days ago, I get a collections notice from Frontier saying I still owe the money. And if I don't pay in the next few days, I will be sent to collections. Not good. So I call again, spend another 38 minutes re-explaining, trying to get a supervisor on the phone (which didn't happen), trying to work out why I am being charged this money when I had the worst customer service in the world; then finally, when the lady couldn't work out how to help me, because clearly, a supervisor didn't want to help me (as she inferred) she hung up on me. Amazing. What kind of a company is this? So rather than spend another 40 minutes trying to resolve this, then 20 minutes cooling down from my rage, and probably another hour after they (possibly) hang up on me again, I just paid the bill. I hated doing it. Hated letting them win. But I'm 3 days away from having my good credit wrecked. Even if they told me it was all taken care of, I just don't trust them any more. I am not trusting my credit on their word, for $129. They blew it. Not just once. Or twice, but 5 times. So this tells me bad customer service is no chance event at Frontier. It's their policy. It's their M.O. It's in their DNA. As much as they pretend, they actually don't care. It's clear that the individuals that I spoke to, and we spoke to many, see what they do as a mere job. They have no buy in or pride in their company and what it does. Clearly they have a good product as *** set it all up. But they are now just slowly bleeding out all ***'s brand excellence and good will and pumping the Frontier veins full of sub-par and septic elements, that will only hurt their brand over time and ultimately their bottom line. As people wake up and leave them for a better service, they will just bleed out. And I won't shed a tear. So what's the lesson here? Don't accept bad service. There are alternatives. You just have to look. Ask for more. Expect more. And you shall receive. I have certainly learned my lesson. Thinking about it, thank you Frontier. This won't happen to me again. And hopefully it won't happen to you now.

Where do I even begin? I have never experienced such HORRIBLE customer service. If I could rate this company NEGATIVE stars I would. I swear, all of their representatives live on different planets and literally have no idea what their own prices and policies are.
I live out in the country and the only two services offered in my area are either Frontier or ***. *** is way more expensive, so I thought I would look into switching to Frontier. I was practically on my knees begging for them to take my money. The first time I called, I just inquired about their budles and wanted to wait and talk to my husband before making any decisions. We scheduled a call back for an hour later. We never recieved a call back.
My husband called the next day and the person told us that the girl I talked to on the phone the day before gave us the wrong pricing and that we HAVE to have phone and internet bundle and that only having internet was not an option for our area. My husband requested another call back because the information had changed from when we first spoke about things. We again, never recieved a call back.
We called back the next day and after being on hold and randomly tranferred to different people while on hold for about 25 minutes until finally, we were able to talk to someone and they told us that BOTH of the previous employees gave us incorrect prices and said that we actually COULD have just internet. So finally, after what seemed like 5 hours worth of talking on the phone, we scheduled our installation date.
Can you guess who didn't show up? The technician never called us or showed up which is infuriating because I had to take the morning off of work so that I could be home for the installation. I called Frontier to see what the issue was and I immediately asked to be escalated to the supervisor because of how fed up I was. He told me that the reason the Technician didn't show up was because the only services available at my location is the 6 Mbps plan and the not 18 Mbps like we originally signed up for and had at least six representatives tell us we had offered in our neighborhood (we also recieve daily advertisements in the mail offering 18 MBPS in our area).
I would absolutley not recommend them to ANYBODY. Not even my worst enemy. Nobody with this company has a freaking clue about what is going on. DO NOT WASTE YOUR TIME. I promise, their horrible customer service IS ABSOLUTELY NOT WORTH IT. I have no idea how these people are still in business. It is a JOKE!

Very disappointed in this company from the time I have started my services June 12, 2018 I have had to call in every month to speak with a supervisor. I have been wrongly billed numerous of times where even supervisors and managers are not able to explain my bills and why I am being billed the way I am causing them to have to adjust my account and push through credits which messes up my next billing cycle. supervisors, managers and regular representatives are never on the same page everyone has different information its very frustrating which now I have hired a lawyer as I am being fraudulently billed where no one can explain to me why my bills are so high for no reason. from the time I set up my services they didn't even get that correct they were a week late getting my services set up as well. its just been so horrible with this company, I have wrote down all the names and confirmation numbers with all sups and reps I have spoke with and will do everything I have to do to take care of this.

Our household has had frontier for almost two years already. They have proven that instead of fixing issues they have created them for us. From fixing the battery box that sounds like if our smoke detector was battery low to unfulfilled orders of control remotes, we have had our share of bad experiences with them. Not to mention, how in the world our bill fluctuates every month from almost paying $120 to now close to $150, Frontier hooked us by telling us that our bill would remain the same for the first two years. Well, here we are not even two years and they are fluctuating their prices. Prior to Frontier we had ***, and even though it was pricier, at least they were helpful. Unfortunately, I can’t say the same for Frontier. Lousy Service over all.

Horrible. I have been paying foe high speed service for years to actually have low speed. I called to try to get a lower rate and it actually went up!!!!!!!!!!!!!!!!!!!

I had internet service installed on February 17th. Service worked that day only. I called them on Feb 19th and it was decided that I had a faulty modem at that time the Frontier employee told me a new modem was being sent to me via UPS. I was also told my bill would be adjusted for the day's I went with no internet. March 5th I called to find out where my new modem was. Apparently it was never mailed to me. Frontier sent a tech to my home March 7th with a modem and it has worked ever since. Today March 26th I received a bill for 145.00. I called them because basically I have only had service for 2 weeks. They gave me a $20 credit and expected me to pay for the service when it wasn't working due to their faulty modem. Then charged me $10 for shipping for the modem that was never mailed to me. I also bought the $45 dollar package but now some how the monthly bill is $73. When I asked why my bill is double from what I was told when I ordered. The woman told me the rest was tax. So I'm paying ruffly $30 tax on a $45 package. I wouldn't recommend frontier to anyone. I ordered new service through a different provider and can not wait to call frontier tomorrow and ask where they want there modem sent. Absolutely unbelievable!

Made an appointment to get internet thru Frontier. Guy came out to see if I could get DSL & was sincere when he said I was too far from the location it was being sent from & would only get around 1Mbs. I was a little bummed, but no harm no foul. This happen last Nov 2018. I've been sent a bill every single month since than. I've called in 13x to resolve this issue. Every time I call in I'm either lied to about it being fixed or literally hung up on. I've spent hours worth of my time trying to fix an issue that is insane to even have. Talked to collections, talked to customer service, talked to mangers. No one has been able to fix the issue because I just received another bill today. Why am I getting bills when I've never even had service! I've heard people complaining up a storm about frontier & I didn't let that bother me because I said how bad could they really be. I'm telling you first hand DO NOT EVEN CALL THEM TO CHECK RATES! Wouldn't be surprised if they start sending you bills after that phone call. YOU HAVE BEEN WARNED!

First let me say that the word "Communications" should never be associated with this company because they are terrible at communicating with their customers.
We have a seasonal home located in a remote area with no cell service available so we needed a land-line phone for emergency phone calls.
Called Frontier on 3/4/19 and was told installation would be 3/8, did not happen, but no COMMUNICATION, when I called was told rescheduled for 3/22. NO COMMUNICATION to me actual installation. When I tried the phone on 3/23 it did not work. I called frontier and was told I needed to file a repair request - rescheduled for 4/1.
Also I WOULD BE BILLED STARTING THE ORIGINAL INSTALL DATE EVEN THOUGH IT DID NOT HAPPEN AND THE PHONE STILL DOES NOT WORK TODAY!!!!!!!!!!!!!!!!!