Frontier Communications

Very bad experience. Called on a Sunday to downgrade TV package from HD Extreme to local channels only and was told an order was placed. I asked for an email confirmation of my request and the changes that had been made to the account and was told they would do that but I didn’t receive an email by Tuesday when I decided to remove some additional services. I called to reduce my telephone package. Not only was I told that couldn’t be done because there was an existing order that had not been completed yet, but I was also told that in addition to the downgrade in TV package, that order also included things I never requested or was notified of: *** service and a *** DVR. I told them I wanted those removed and was told that it couldn’t be done and I would instead need to take them to a post office upon receiving them and send them back. I asked if it had already shipped and they said it hadn’t but they still refused and said it wasn’t possible to cancel the order. I asked how it got added and they said it looked like it was a mistake on their end but there was nothing they could do even though it was their error and I never asked for those items.

If I could give a zero star I would! From my dealings with Frontier Communications they are the worst. They make changes to your account without notification and justify it by apparently sending the notification to an email they created for you which you didn't even knew existed! It seems odd that they have had the original email on record and then decided to stop using it in favor of the one they created just when they also have a "glitch". Their "glitches" eliminate discounts before they expire, which they then say they can't reestablish and of course, you always end up paying more. Their "glitch" is costing me $270 more over the next three months in excess of the original promotional pricing! Even though the "glitch" was their fault, they tried the tactic of eliminating services so you can keep paying your original amount for less service, to which one customer service representative slipped up and told me it was a "requirement" for them to do. You spend at least an hour and a half on the phone trying to straighten things out. I have had to call back three times on this issue alone because I was placed on hold multiple times, transferred, and then disconnected! Someone needs to seriously look into Frontier and revoke licenses which I think is the only way to get their attention and create change for the consumer. I also think that the FCC, who I believe controls their broadcasting rights, should be made aware of how consumer services are being provided, or should I say not provided to the consumer. If I were Frontier, I would pay closer attention to the one star ratings and instead of considering it acceptable, I would stop wallowing in complacency and create the obvious and necessary improvements for my customers.

Absolutely the worst service ever! We run a business and are unable to hold a stable internet connection. Upon contacting service the next available appointment was for 7 days later between 8 am and 12 pm (try running a business on speeds of 83/20 and down to 75/3.44). It's Now 12:47 pm and still no tech on site. Contacted the number listed for customer service and was told they had to transfer me to the business department, (business and residential have the exact same customer support number). Was left on hold for almost 10 min before someone came back on the line. Was finally transferred over to Chantel at business department and still on hold for over 22 min. Chantel was able to contact dispatch and stated their tech (Chris) should reach out just after 1 pm. Now 1:36 and called Frontier back and they show my appoint from 10-2, uh noooo... so I took a quick screenshot of my account ticket showing times stated. After a 1/2 hour call, they escalated my ticket and now I am number 7 on the list. Bye Frontier.

I have paid for a service who has cared less about its customer ever in my life. Paid for the *** Core for 2+ years now, to just find out that all along I have been not getting what I have been paying for. Direct from the customer service chat.
"you do pay for 6mbps but you could only receive 4mbps in that area"
Ummmmm what?! Such a joke. So apparently for 2+ years I have been over paying by 33%? It's a shame I am wasting even doing this because nothing will ever be done. Any time I have to call in an outage or slow down, they just tell me "there are too many people and nothing can be done". Basically saying I just have to deal with it. I would love to come back in the future and revise this review. Some day they will actually care.

Frontier Communications is the only company in my area that provides internet. zip 98223. With a DSL line I am being unfairly charged for services that are going out on a daily basis. DSL from Frontier in the city is half the price and they have proper support. But the lines down my road are overloaded with customers and cannot support what they have over sold. For support I am getting disconnected or hung up on with zero resolution to my billing issues. Instead my bill keeps rising every month for the same daily interrupted service. Frontier has managed horribly slow internet speeds, disconnecting issues and even worse customer service support. Hanging up on your customers only creates more issues, but this company seems to have a policy "just hang up when the customer doesn't like our answer." My bill changes by a huge margin every month. This is a home phone/internet every month the same billing cycle that seems to flex a dollar amount every month. This company deserves a negative star! Not even one star rating.

They have been unable to fix my cable and internet properly since . August. Service tech has been out 4 times. Terrible customer service experience

Frontier took over the cable in my area from ***. When I transferred providers after 2 years of terrible service, things only got worse. They couldn't get my billing straight, charged me for returned equipment and sent various bills with different amounts that no one could explain. I filed disputes and never heard from them. They cancelled my online account the day I closed, so I couldn't see what was happening with the account through all of this. They are the worst cable company I have ever done business with. It has taken 6 months and my issues are still not resolved. RUN from this company do not even think about doing business with them.

I would like to commend Frontier Communications for their attention to a problem that I had when I had to cancel my Account with them. The Office that I spoke with after the 3rd try was informative and resolved the problem - The first time! I had to cancel Service for poor Internet reception and there was a question about what I would have to pay, because the Billing is 1 month in advance. I did not feel that I had to pay for Service I was not even using!
I understand the problems stated in the previous Reviews, but I thought that I would leave something positive.

Lies from beginning to the end. That is what the company does at best. Any sales promotions I have received I had to fight for in order to get them honored, basically no answers have been provided from tech support on interruption of services. In fact in my case telephone service never worked and took three months to remove that non functional service. Termination has been even worse. Frontier lies about returned equipments and had nerve to send me a threatening letter to pay for already returned equipment and found out it was the company's standard scamming practice of not checking the status of the returned equipment until three months after thr termination of the account and send a collection letter at the end of the second month and unfairly threaten customers for more money. This company should be shut down. Why FTC takes no action against these scammers is beyond me. At least for consumers and whoever is reading this, please do yourself a favor and not to fall victim to Frontier

Consistently over charging. Customer service is terrible. Every bill is incorrect.

The worst company ever to deal with. Will not supply services they are being paid for. Told to keep paying for service when it is not in service or they will close the account and send it to collections.

We started using Frontier Communications in June 2017. We had a bundle, which included internet, television, and telephone. We were offered these services with NO CONTRACT. That was important to us because we had heard their services were spotty at best. Over the next year and a half, the prices rose about ten dollars a month until it got too expensive for us. After trying to get a lower rate, we decided to go with another company. With NO CONTRACT we have to pay an "Early termination fee" of almost $100.00. WTH???? Is there any recourse?

The service is terrible - OnDemand was malfunctioning more than it was working, and channels would randomly fritz. The billing practices border on fraud - my bill went from 130 to 160 to 199 a month with no warning or explanation, and when I called to try and lower it I was informed that there was nothing they could do but decrease my channels. They could not, however, tell me which channels I would lose or point me to anywhere that had that information. When I cancelled my account they told me I wouldn't be responsible for any other charges...and then promptly added more charges that they refused to remove. I am never going back to Frontier ever again.

The most horrible company we have EVER dealt with. Nobody ever shows up or calls to tell us they're not showing up. They don't ever apologize. They don't care about their customers at all. They're rude. Do not offer anything for your inconvenience that happened due to their horrible customer service. We live on a farm where you see who comes and goes. We were told they came out but nobody was here. Not only were we here, movers were here as well. They completely lied and refused to apologize. I could go on for DAYS. They need to be out of business.

Issues are ongoing so I hesitate to complain or service will be worse! I have NEVER In my 60 plus years experienced such terrible service. First off, my husband was lied to a year ago that we must have telephone/landline service in order to have internet service. We took telephone service in order to have internet service as we were told. Now, 11 months later we find out that a landline was not necessary but meanwhile we were charged for the landline which we never had any phone service connected AND were charged for numerous add ons such as call forwarding, caller ID, etc! Just last week we tried to plug in a phone for an answering machine but no phone lines worked and we found out that no phone service had been available for the entire time we were being charged for it. Customer service said they could not refund our money for these numerous costly services that we never received because we did not report it as an outage to them! This company is pathetic and pitiful with horrible services. I certainly hope they are going to step up and improve for everyone's sake!

NEVER, EVER, EVER use this company. One star is too much.. I feel sorry for the staff that has to answer the phones from all of us irrate and unsatisfied customers. After multiple phone calls to them and promises from them to credit my acount for an "early" temination fee they sent the bill to a collection company. Now they say I have to dispute it with the collection agency since they have written it off their books and a supervisor is supposed to call me back today. Wish me luck.
These are unscrupulous, unethical, fraudulent and immoral business practices and Frontier should not be allowed to be in business.

Horrible service! I’ve taken off work twice for technicians not to show. I’m transferred from rep to rep when I ask for a supervisor!

This company is a joke. I cannot believe that someone has not done something about them. Their internet service is unbelievably slow despite "upgrading" service packages. Hey, maybe your thinking "I love slow internet service!" This must be the company for me. WRONG. Not only are their connection speeds slower than a 4g connection their reliability is a joke. If you would like to contact customer service I highly suggest taking extra high blood pressure medicine and also a xanax, otherwise you're more than likely going to suffer a stroke from dealing with their ignorance.

I called for my parents' landline phone on January 16th. The repair was not complete until January 24th. I logged in more than 20 phones calls begging them to come out. I explained to them that my father is in hospice care at home and they needed the landline in case of emergency. All I received were I am really sorry. I left over 4 messages for a supervisor to call me to see if they could help me, but not one phone call was returned. Dealing with Frontier really stressed out my family.

This company utilizes classic bait and switch tactics. They promise a price for two-three years, and then raise the price at year 1 anyway. They propose that you were receiving a "discount" for the first year that has expired. No discount is ever reflected on a bill. The agreed upon price per month is reflected on the first bill, and shows that it is effective for a three year period. They will completely ignore that and demand more money. They will keep you on customer service for hours with no resolution ever offered. On top of that, the actual internet I have received has been unreliable and disconnects constantly, requiring me to re-sign in to many services I utilize daily or more.