Frontier Communications

Frontier is okay on its service. It’s when something happens and you need to deal with Frontier where the frustration overcomes you. Expect unexplained rate increases. When that happens or you need to reach someone for a different issue, you will be #30 (or more) in line to chat with someone. Once you get someone on the phone, expect a very very long resolution time (2 hours is not out of the question). You may be passed around from representative to representative. You may be dropped and have to start all over and explain yourself to a completely new person since the former did not put in any notes into your account regarding your issue. Finally, Frontier created a PIN number for you and expects you to know it to speak with someone in real time. If you don’t know it (again, YOU didn’t create it), expect tons of back and forth of missed calls to get your simple problem resolved. I never had these kinds of issues with ***. Frontier should cut its losses and sell to another company who is willing to run its company properly.

HORRIBLE SERVICE

Terrible. I closed my account with them recently because every 3 to 4 months the internet would go out and they don't want to help you. They just want to give you instructions and if it doesn't work they say well if we come out and you could've fixed it yourself we will charge you. So now I've cancelled the service and they turned off the service then 3 days later they charge my card for another full month and will not refund my card even though they are not providing a service
I'll be contacting the credit card company next.

I'd prefer not to leave any star rating for this company. They have lousy service!!! But in my area, they are the only company that has phone and internet in the area. Their high speed internet is so slow, it's not even funny. They put in a ticket for service - their technician claims to have gone to your house. They insist this person came out. Well, when you have a unique house - you ask them to describe it. Well, then the truth comes out. The technician forgot to go to the call. But did put on the ticket he was here. Still waiting (5 days) for the call back. They had no problem sending an e-mail, so I could rate my technician's service though. Also, it took them 20 years, yes 20 years to fix a wire, which was about 3 fee off the ground. The only reason they finally came out - the box blew off the pole and there were exposed wires. They give you every excuse in the book as to why their internet is slow. So why no fix it - stop telling me I live too far away from the "main office."

I wanted to give no stars, they are building there customer base on Fraudulent promises.

I have been waiting for a month for these people to come hook up my internet still haven't received it now they say the 25 of March this is bull

I've been with Frontier since they took over our *** in 2016. Prior to the takeover by Frontier, we loved our *** internet and TV packages. However, once Frontier took over it has been nothing but grief and aggravation. In addition to the world's rudest, least responsive, and most inept customer service (nearly every customer service call we made had to be handed up to a supervisor who invariably turned out to be surly, self-important, and inflexible).
Frontier repeatedly messed up our channel packages, charged us for channels we never received, gave us internet at much slower speeds than we were paying for, outrageously and repeatedly jacked the rates for our internet and TV packages (now over $200 /month for basic channel package and 100/100 internet), charged us full boat monthly rent for outdated and malfunctioning cable boxes and wifi modem, and refused to update our outdated equipment without charging us - all while offering new customers deals at less than half what we were paying as long-term customers.
Today we'd finally had it and canceled all services from Frontier. Despite the fact that we were less than a week into the new billing month, Frontier refused to prorate our service and return the unused portion of our payment. "John" at Frontier informed us that Frontier changed our contract, which allowed for such refunds, by placing some small print on our bill back in 2017. Without a doubt, Frontier is the worst all-around service provider I have ever dealt with in any category. If I had stock in this company, I would dump it as fast as I could. There is no way a company run like this can survive its competition in a world where over 60% of adults 18-35 stream their content and have no use for cable TV.

If I could leave zero stars I would. Since Frontier took over from Verizon, our always dependable land line service has gone downhill to the point of not working at all. Services I had with Verizon (call waiting, voicemail, etc.) did not work with Frontier even though I was still paying for them. There was so much noise on the line that people could not hear me talking. After many, many phone calls and emails, I finally gave up and cancelled my service. Now they owe me over $50 and will not return it. I would file a complaint, but I see from this Revdex.com website that it won't do me any good. An "F" rating tells the whole story.

Short story Frontier is falsely billing customers WIFI Router rental fees of $10 a month even if they don’t send you a router.
I canceled my home phone service which at Frontier that action cancels your account which in itself is horrible for the customer that just wants to change services. Per Frontier I had to have new services setup which I did. I planned to do an upgrade on the internet from 75mbps to 200mbps because there was a good special at the time that I called in. It took about 14 phone calls (can verify under the accounts history) and a couple hours to simply make the cancel of phone service happen and that was after I had lost service for 3 days. On one of the 14 calls it was suggested I cancel my upgrade to 200mbps internet and leave it at 75mbps to reduce the complexity of the order so I did because I just wanted service restored. Now I find a new charge for a Wi-Fi Router of $10 a month of which I never received a router and I am told I must pay this even know I am running off the router I paid cash for prior. All I wanted to do is cancel my phone service. I just spoke to Cindy which escalated this issue to Haley which I was then told they can’t remove this charge. I lost my connection with Haley which I assume she just hung up since I never received a call back. I am extremely frustrated with Frontier’s service and mandatory charges for routers especially since I did not want nor receive a router and the router, I have is from Frontier that I have already bought outright.

BEWARE ! HORRIFIC to the MAX! Continual price hikes -none stop.
Totally NO communication. Many neighbors made the change to Frontier and have been totally taken in.

Frontier Communications sold me a web extender. For 3 installments billed to my account equaling $144. I sent the items back before the first billing cycle and was still charged for 3 months. I have Called repeatedly and they have told me there is nothing they can do because they did not recieve the items back.
They are the one that sent me the return package and mailing slip. But they claim to have no record of the tracking number. They simply stole my money and according to the ups store have a record of denying they ever received returns.

I recently cancelled my service with Frontier Communications and here is why:
Worst customer service I have ever experienced! I used their service for over 4 years and had troubles with my router on and off through most of that. Called a few times to try to get them to send a new router and they wouldn’t without sending a tech out to look at it, but of course someone needs to be home for that. So I took half a day off of work and no one ever showed. When I called to see why they never showed up, they didn’t really have an answer for me and said the tech would get a hold of me to set up a new time ?? I had already missed 5 hours of work! I get a phone call from the automated system saying my ticket was resolved and never heard from a tech. I was so angry that I just dealt with the router having to be reset multiple times daily for a while, until I could bring myself to call again. They tried to change the WiFi channels, did a ping test, and tried all other types of over the phone resolutions, none of which worked. I just wanted them to send a new router!!!! That’s the only problem I was having! When the router was working, the internet worked fine! Finally they decided to send a tech out and he actually showed up this time. He checked the outside stuff and then decided he needed to come in and change some wiring. He told me the tech that had originally set up our internet didn’t choose the right wire or outlet to connect to and there was too much static. So he change it to a different one and replaced our router. The internet was significantly slower after all of this but the router worked great ?? I get my next bill and it is $380!!!!! Uh WHAT?!?! Now mind you, I also had dish satellite service bundled with my frontier internet but my normal bill was around $120. They had added a $230 tech service charge for them to come out and basically make my internet worse and just change the router, which I had been asking for for months! When I called to see what the charges were all about, no one seemed to think that it was out of the ordinary and told me the charges were valid because the tech had to come inside my house. Something I had not asked him to do, as I’ve expressed multiple times now, I just wanted them to send out a new router, no tech needed! I asked to speak to a supervisor, who told me the most they could do was refund HALF of the service charge....ok at least I was getting some of that money back. I asked if it would get put back on the card they took it off of and she said no, that it would be a credit on my next bill. At this point, this was the only reason I was keeping their service, they had made me furious. So I wait for my next bill and guess what?!?!?! No credit. I call again, mind you one of these phone calls takes at least an hour of my time because they transfer you to several different people in the process and EVERY SINGLE ONE needs to confirm your account number, current address, phone number, email, etc., even though you’ve just given it to the last 5 people. When I finally get to who I need to talk to, they tell me that for credits that large they need to send it to get reviewed and my case was denied ?????? I tell them to cancel my service I’ve had enough!!! After 4 years of being a loyal customer, this is how you treat me??? They, of course, can’t cancel in the middle of a billing cycle, so I have to wait, basically a whole month, to be cancelled. They tell me that I will need to call my satellite service to make payment arrangements after my final bill with them is taken out and also that there’s a $10 disconnect fee ?? fine! I think I’m finally done dealing with this horrible company, get my arrangements made with dish, and wait for my final bill to get taken out. I get my next dish bill and guess what?!?!? Frontier never paid them, so now I have a $10 late fee from dish PLUS basically a double bill because they never got paid for the last month. I’m so sick of trying to reason with these people that I just suck it up and pay it. I call today to pay my $10.54 disconnect fee, because of course I can’t get online to pay because they’ve closed my account, talk to a woman and tell her I want to just pay my remaining balance and she said there’s a $10 convenience fee for over the phone payments OR I can use the automated system for $3.50. SERIOUSLY?!?!?! I hang up, use the automated system and wipe my hands clean! I can’t tell you how much I detest this company! And I have also had two friends who’ve tried to get internet service through them, took time off work and no one showed up for them either. Frontier has no customer service skills and apparently doesn’t care at all about their customers’ time or money. I wouldn’t recommend this service to my worst enemy.

Horrible internet service. And horrible customer service. Have to wait a week or longer for service calls.

I returned box but stills shows up on bill for 2 months as not returned.

They continued to send me bills for three months after I canceled my service and then sent it to collections and won't help me in any way

Our internet "worked" for the first 3 months. Now it does not work at all between the hours of 5pm - 1am, everyday. It's not that it is just slow during that time, it doesn't work at all. During the weekends, it works for 20 minutes here and there. After numerous calls to the customer service, I am told it is congestion issues and there isn't much that can be done. I make them send a tech out every other week to "resolve" the issue. Their earliest appointments are always 7-8 days out. After about 5 days, I'll get a notification that the issue has been resolved and they ask if I still want a tech. It's never resolved. No idea how they stay in business doing that. But since it worked fine for the first 3 months, I am left to believe this place is a complete scam. How is this company not under some sort of investigation?

If I could leave no stars. I WOULD! My bill has gone up twice in one year. We paid the same amount for 7 YEARS! They are trying to tell us that our promo has ended!!!!! >:( >:( >:(

if I could give zero stars I would. I paid 68 dollars a month for internet at 20 mbs. Sadly when I would run a speed test I was only getting 8mbs. I called and asked if there's anything I can do to get a faster speed, they told me no, and I was lucky to be getting 8.

I have been a Frontier Communications customer since my account was merged into their company when they bought my previous provider. I have had many billing issues with them over the years.
I received a bill today jumped from $147.93 to $217.64 per month with no change in my basic service--a $70 increase, nearly 50%!
I called Frontier and they were not able to offer any alternative since all my services were at the basic minimum products.
I called them back and said I was starting new service using my neighbor's address.
They gave be a 2-year guaranteed quote of $101.99 + a $100 Visa gift card for the same exact service!
This is insane, unfair, and should be illegal. Please address these issues with these crooked exploitative insurance companies.

We originally were Verizon customers before Frontier acquired the company. The customer service, every increasing prices and incorrect bills for years has left us no choice but to say goodbye to Frontier. Every month we make numerous calls, stay on hold for hours to have a bill correct only to no avail. The next month we received an incorrect bill and so on and so forth. We made a decision this week to cancel our service and move on only to find out that our invoice would not be prorated and we would owe another month, a disconnect fee and were given an unclear date of when we would receive boxes to return the equipment so we could end our relationship with this terrible company. No one cares, not customer service, supervisors or managers. You never are able to get the same agent on the phone, you won't received a returned call if you are expecting one and you don't know what call center you are calling, agent after agent makes promises to correct the situation only to have what you this is your plan changed again with another price increase which occurs monthly after every call and they will change the dates of you contract if you sign up with one even if you turn in equipment that you no longer use. Any call you make to them with increase your monthly bill. DO NOT CHOOSE THIS COMPANY TO DO BUSINESS WITH! You will loose hours, days, weeks, months and years of your life that you can never get back! Next complaint I will make is to the Florida Attorney General! They deserve "0" stars! Run from Frontier no deal they give you is worth do business with them.