Frontier Communications

Customer service at its worst. Failures to reconnect to you, being put on hold so they can supposedly check on the issue, and just plain hanging up on you.

I have tried 3 times to return my equipment after cancelling service. 3 times I have been told they are sending a box to return it. I have never received the box, and they still have a $150 charge if it is not returned. Their customer service is AWFUL.

Frontier is a shady company. They said someone was going to be transferring service to a new business on a Friday. No one showed up. I called them and they said someone had come out and set it up. I never had anyone come out to my business to set it up. Was suppised to come from 10 to 2 on the next Saturday and they came at 9:55 which I told him I would not be there at that time. Then I said they'd come out Monday. Call them Monday and they had no idea what was going on nor was there any service put in. We're on the phone for 2 hours trying to set up the internet with no such luck and they wanted to charge us for all of this. Then I was told I was in a contract which I never signed any contract with them and I couldn't terminate without a $600 fee. I was not in any contract with them. Don't use their services. Their moral standards are very questionable.

I have used (by necessity) Frontier more than once. I recently signed up for their phone and internet service, since I live in a rural southern Indiana community I had very little choice without having to pay $100 month! First problem was the installer -- he really didn't wan to do ANY work necessary to get us connected. He ran up and down the road to try to find the nearest internet service ( why, I don't know), then he checked our incoming phone connection and said it wasn't working. At that point I asked him "what now?" He started to pick up his tools, so I intervened and I showed him where I need the phone and internet to be. He said "well, I guess I can run a line around your house and drill a hole through the wall." I asked him to do so. He seemed like this was a really tedious job for him (not to mention it was raining). He ran the line through the wall and said ok and left me a mess to clean up. The next problem is that the so-called high speed internet service was slower than cold molasses. It was down more than it was up. In a 2 hour period it was down over 8 times! It did not good to call for help, so I didn't. I finally had enough and called to cancel my account. Get this -- my billing cycle runs from 12/24 to 1/23, and even though I cancelled today, I will still have to pay for this billing cycle!!! Is that legal, because there was certainly nothing said about tthat at any time!!!

I give up.
It took six months to resolve an overcharge amounting to nearly $400, supposedly for equipment that I didn't return but did. I was told a different story by every person that I spoke to, and every one of those people told me that they'd resolved the issue, and that my next bill would reflect the adjustment. Despite having a huge file, I was asked for the same package tracking information each time, until finally that tracking information expired because it had been so long since I sent the package.
Finally I had the appropriate credit, and my bill seemed 'normal', if a bit high, for a single month. Then, my most recent bill came in and was over $20 more than my previous bill. When I called for an explanation, they said that two fees that they charged had been increased by 50 cents each. I argued that my bill went from just over $50 to over $72, and that two fees increasing by 50 cents each did not explain the discrepancy.
I am cancelling my service. They are impossible to work with and overcharge for everything. BTW, this is for a single land line phone number. No internet, no tv. Just one phone line. Unbelievable.

I am a customer of Frontier for over 10 yr. I live in a rural area outside Hazleton,PA. Internet speed was adequate up until 3 years ago and got really bad in the last year. I have been calling about every two weeks recently about outages or slow speeds i.e. less than 1 meg.
I pay for up to 6 meg but never, ever got that.
I complained to the FCC and they contacted Frontier about not meeting the service requirements I'm paying for and Frontier wrote me a letter basically saying that they are not going to do anything about it and if I didn't like it, cancel service!
I wrote back to the FCC and told them Frontier's response and they said that their job is to get the two parties talking. That's it! No investigation, no fines, no anything. The customers are helpless. Someone should be looking out for them.
Based on all of the complaints here, there should be an investigation, a class action suit or something.
My next complaint will go to the PA attorney General!
f

This is an absolute garbage company both in actual service, and customer service. The first 3 years were a dream. The broadband was fast, had no outages and met all of my needs. I actually recommended it to several people. The following year an a half have been a nightmare of service outages, issues with auto payments and dealing with their customer service team. I will be looking elsewhere for service in the very near future, even if it costs me more money.

Horrible customer service. Static on lines. Internet ok, but billing is a huge problem. I called when they shut me off for being late by a day (bofa) because of an auto pay mistake I made. I was a *** customer for 20+ years. These guys are terrible. The bill I received said my check by phone was returned, nsf, and there chargin me $74.12. Checked with *** and they said, No charges or anything. Charged me late fees, restart, etc. Just a bad mess of a selfish corporation that doesn't give a squat about you!

I tried to receive service from frontier for 4 weeks now. The first time was supposed to get 12 meg they said they will be here on Dec,3rd. Called them when I had a no show. They said I can't have the 12 but I can have the 9 okay then oh but it will have to wait until Dec 18th really? But I could call EVERY DAY to see if they can get here sooner! I did for a couple of days just to hear I had to WAIT UNTIL THE 18TH ok find then. Well here we are on the 18th and guess what? I just got told all I can get is 1Meg are you kidding me for 4 WEEKS you have been giving me the run around. Not good service if you ask me but THANK YOU

Terrible customer service technician was supposed to come out twice always rude on phone kept changing date

I wish I could give negative stars. The only reason you habe any customers is because there are no other options in some spots. TERRIBLE customer serive, any time you have an issues and need to call...and lets face it internet is out everyday it's the choice between spending HOURS on the phone talking to people who don't know what they are doing or just deal with no internet. I go over my cell phone data plan every month because I can't use my internet at home, it is great that tou don't get any discount to make up foe the fact that 90% of the time internet does bot work. Terrible in every way. Once green light is here you joke of a company will be gone.

If I could give Frontier 0 starts I would. My partner and I moved to IN in August. We thought Frontier would be high quality internet. FALSE! "Internet service" was installed but it immediately failed to work. We might get 30 seconds of internet then it would cut out. My partner works from home so functioning internet is a 100%, nonnegotiable necessity. We called for it to be serviced. We were told it would take 10 DAYS to get a technician to fix it. In the mean time, we disconnected it and went with another service provider who actually provides internet.
That would have been frustrating enough but my partner had to spend hours on the phone getting the first month's charges deleted. Now, over three months later we've received an installation bill. Unbelievable! Terrible customer service, terrible "internet" service, and the most miserly company I've ever encountered.

Picture the worst customer service you've ever experienced. Frontier makes that look flawless by comparison.
In the three years my wife and I had Frontier cable and internet, we endured a half dozen lengthy outages, some lasting days at a time. That's unacceptable for anyone, let alone someone like me who works from home and relies on wifi to do his job.
Each time I called to report the outage and figure out how to solve the problem, I was guaranteed to waste hours on the phone. Sometimes they would refuse to let me into my wife's account even though my name was also on it. Other times they would pass me from department to department without ever properly identifying the cause of the outage. Never once — I repeat, not once — did anyone who promised to call back bother to actually follow through.
When my wife and I finally canceled service in June, it seemed like a big relief. Little did we know our problems were just beginning. Six months after a Frontier representative told me we had no outstanding charges and we did not need to return our equipment (since it originally belonged to ***), I got a phone call this morning from a Collection Agency. Turns out we owe $440 — a $55 final service balance and $385 for a set top box, router and DVR.
Believe it or not, the call from the Collection Agency was the first my wife or I had heard of these charges. No phone call from Frontier. No email. No paper bill. Nothing. We'd checked our account a month after cancelling service and kept the equipment for a couple months just in case, but I trashed it in August because I assumed there was no need to hold onto it any longer. Shame on me for putting any trust in Frontier. I should have known better by then.
Now I have no choice but to fork over $440 to avoid damaging my wife's credit rating. The only recourse I have is writing this review in hopes that others will heed my advice: Avoid Frontier at all costs. They're the worst — the absolute worst.

Frontier is a terrible company to deal with. What a nightmare! I took the day off work and tech didn't show up for initial install. All they offered me was a $25 credit and wanted me to take another day off to reschedule. It ended up taking 2 months to get internet working.

this people are nothing but crooks you ask them to discount their service and that wait a whole six weeks before they do as you ask and then bill you for the services that you did not use
then they tell you to pay your final bill in which you only owe half of the amount. they say pay in full or we will report you to the credit people so then that screws up your credit
my advice is to say away from them

TERRIBLE experience and company. Called in May 2018, for an install of internet. Finally, by August 2018, everything working and buried correctly... I paid thru all of this. In Nov. 2018 I cancelled when I got a bill. The customer service person, said, "don't pay this bill, you'll get a prorated one". Boy did I... in December 2018, my "prorated bill " had Nov. bill, a $9 late fee and a Dec bill. I called again and they say I owed it all.... Just Terrible.... And, I even owned the stock at one point.

I went to cancel my Frontier account (internet and video) after months of slower than acceptable internet service. I'm currently on hold, waiting to speak with the third person who may or may not have the ability or authority to cancel my account.
Frontier has been aware of problems with the phone lines they use for their DSL service in my local areas for years and has made absolutely no attempt to repair or replace the faulty infrastructure. I'm fed up so I went with a much more reliable cable internet provider.
Now I'm being told by Frontier (the company that contracts with *** for video service) that I have to make ANOTHER call to another company (***) to cancel that account. This, despite the fact that I established the *** service through Frontier and Frontier bills me for the *** service. I do not have a separate relationship with ***...or at least I didn't until I went to cancel my service.
This absolutely ridiculous. The individual customer service representatives are nice enough, but they are implementing a broken system. If you don't have a sense of humor and a LOT of time to kill, I urge you to avoid selecting Frontier as your internet/TV/pone provider. Their business model relies on exploiting existing infrastructure that they don't maintain or properly repair, and a customer service system that seems by design to make dissatisfied customers give up rather than go through the hassle of switching to another provider.
Frontier's "F" rating is well deserved and I see no signs of improvement. Avoid this company.

I've been with Frontier ( and all the predecessor companies) for 55 years. For the last 18 months they have been using nickel and dime increases on each month's bill. Called to complain in October, the rep said he would lower it a few buck/month and I could further lower it with a program he would send info about. The next month my bill went up $10 instead of going down. Seems they added a service that I neither asked for nor wanted. Paid the amount less the new service and put a note in with my check explaining the difference. Long story short, a very snippy tech told me I should have called to cancel the unwanted service. She wouldn't budge on the two months of unwanted service nor the late fee. TERRIBLE Customer Service! I'm now with Consumer Cellular and as happy as the proverbial pig.

I wanted to upgrade to a higher speed and they said that they needed to send a technician out and I needed to pay for a router and they wanted to charge me for both. I told them I didn't need a router, and I didn't need a technician to install anything because everything was already working and I had my own router. They claimed the new speeds required them to do this and that I must pay for this new router and mine wouldn't work.
After arguing for 15 min I succumbed and let them come.
The tech came 2 weeks later, and didn't even leave his van and said nothing to do. "I just called in to activate the service on my way here."
So why did they charge me $75 for you to come out and why do they charge me for a router I don't need? Tech says, no idea, they just do that...
So tech tried to help me remove the router charge.
Frontier has some real *** customer service and practices. Sigh... not sure which devil is better *** or Frontier.

Worst experience with an ISP ive personally dealt with. they were over charging a good friend of mine for 2 years, paying $50 for .5mb speed which when we talked to them they claimed we should be getting up to 6mb for $20. we called about it multiple times and nothing was fixed